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Overview

The Service Portfolio provides features and configuration for defining the services offered to employees and customers.

The portfolio consists of services in various stages, ranging from pipeline to retirement. These services can be defined, planned, delivered, and reviewed to ensure continual improvement.

Before You Begin

  • The Services Manager Role is required for a user to access the Service Portfolio and to create and manage services.

Service Catalog

The Service Catalog contains services are active and available for employees and customers to consume. These services can be accessed through the Customer and Employee portals.

Services

The goal of a service is to deliver value to customers and employees through a variety of mechanisms.

  • Communications between the service desk and the customers.
  • Incident reporting and management.
  • Request fulfillment.
  • Service availability.
  • Continual service improvements.
  • Service level agreements.
  • Self service access through portals.

Request Catalog

Each individual service allows a services manager to build a request catalog. A request catalog contains one or more models that define the information to capture and the workflows to process the different types of requests.

Models include the following:

  • Request type
  • Intelligent Capture
  • Workflow
  • Available actions
  • Visibility
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