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Service Manager Fundamentals

Service Manager is a cloud-based application that runs on the Hornbill Platform. It provides workflow and automation tools to support your Enterprise Service Management (ESM) and digital transformation goals.

This guide introduces the core concepts and features of Service Manager. It focuses on the purpose and value of the application to help you understand what it does and why it is useful.

Target audience

Welcome! If you are new to Service Manager, this guide is for you. It is designed to help you understand the application whether you are evaluating the product, setting it up for the first time, or using it in your daily work.

This information is particularly useful for the following roles:

  • Decision makers: CTOs, CIOs, and technology evaluators who are assessing how Service Manager supports business goals.
  • Administrators: System administrators and power users who manage the Hornbill Platform.
  • Service teams: Service owners and support team members who use the application for daily operations.
  • Implementers: Consultants and internal teams responsible for deploying Service Manager or advising on its use.
  • Developers: Individuals who build integrations, customize workflows, or develop apps within the application.
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In This Document