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Services

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

Planning your service catalog

The starting point to building a service catalog is to identify the services that are being offered. This could vary from a single service that offers IT help to users through self-serve, chat, and request management, to a large service catalog offering services across many different areas of the business.

Subscribers

Subscribers are the people who consume the service. You can subscribe customers to a service based on various organization groups. By default, subscription settings allow all customers to use the service.

Subscription options

  • General. Search and subscribe groups that belong to the General type.
  • Team. Subscribes defined teams to the service.
  • Department. Search and subscribe groups that belong to the Department type.
  • Cost Center. Search and subscribe groups that belong to the Cost Center type.
  • Division. Search and subscribe groups that belong to the Division type.
  • Company. Search and subscribe groups that belong to the Company type.
  • Business Unit. Search and subscribe groups that belong to the Business Unity type.
  • Directorate. Search and subscribe groups that belong to the Directorate type.
  • Branch. Search and subscribe groups that belong to the Branch type.
  • Board. Search and subscribe groups that belong to the Board type.
  • Subsidiary. Search and subscribe groups that belong to the Subsidiary type.
  • Function. Search and subscribe groups that belong to the Function type.
  • User. Subscribes individual internal users to the service.
  • Site. Subscribes all users of a given site to the service.
  • Contact Organization. Subscribes specific external organizations to the service.
  • Individual Contacts. Subscribes individual contacts to the service.
  • All Contacts. Subscribes all defined contacts to all supported external organizations to the service.

Tip

The Department, Team, and General options only appear in the dropdown list once they have been defined in Configuration > Platform Configuration.

Subscribing sub-groups

By default, each organizational grouping needs to be added individually to a service for its members to be subscribed to the service. If your organizational structure utilizes sub-groups linked to a parent group — for example, departments under a company grouping, and the members of each department are listed under the relevant department but not also in the company grouping — you may want to subscribe all the departments and therefore all the members by simply subscribing the parent company grouping. To facilitate this approach you can do the following:

To allow for subscribing of sub-groups, Hornbill administrators can turn on the com.hornbill.servicemanager.services.subscriptions.allowSubgroupsInclusion setting, which is off by default.

This enables users to subscribe sub-groups to a service based on the parent grouping being subscribed.

Note

This will NOT automatically apply to existing group subscriptions and new group subscriptions.

With this setting enabled, you can choose to allow sub-group subscriptions when applying new group subscriptions and managing existing group subscriptions.

When subscribing a new organizational grouping to a service, or managing an existing organizational group subscription to a service, a Sub-Grouping icon will now be visible. By default, this is disabled.

To enable sub-group subscriptions:

  1. To subscribe all members of the sub-groups to the service based on the parent group’s subscription, click the Sub-Grouping icon to enable the setting.
  2. (Optional) To disable subgroups and their members’ subscription to the service based on the parent group subscription, click the Sub-Grouping icon to disable it.

The sub-group option will not apply to non-organizational-based groupings such as sites, users, and contacts.

Catalog item visibility in the request catalog for sub-group members subscribed via their parent organizational grouping respects the parent’s inclusion or exclusion of each catalog item’s visibility.

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