This article contains the following topics:
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Service View is only available in the ISM Service Management edition. This feature is not available in the ISM Service Desk edition. |
What Is a Service?
A Service is an integrated entity that consists of several components, such as management processes, hardware, software, facilities, and people, that provide a capability to satisfy a stated management need or objective. An IT Service is made up of a combination of assets and configuration items and can be defined in a Service Level Agreement. An IT service ranges from access to accessing a single application, such as a ledger system, to a complex set of facilities including many applications that are spread across several hardware and software platforms. The key benefit of using services to manage IT is that you can easily see when incidents affect configuration items. These incidents, problems, and requests contribute to the metrics that you can view on in the Service Pulse workspace.
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Service View provides IT Managers with access to the key metrics of the IT services in their organization for a selected time period. To access Service View, navigate to WORKSPACES, WORKSPACES> SERVICE PULSE, PULSE> Service View. Service view allows you to define a service and view the metrics for that service. These metrics provide an actionable insight into the performance of the service that helps IT Managers meet their service objectives.
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Service view displays data based on a scheduled job, which runs in the background at a fixed periodic interval (24hrs). The data displayed under the service view is not real-time data and it is updated as a result of the background job. The data related to the adoption and performance of a service contributes to the metrics displayed on in the service view.
Note: These metrics are not configurable. For the bamboo release, there is no option to add new metrics or modify the existing ones. Also no customizations are available for these metrics, which means you cannot select what metrics appear on service view.
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Turn on Service View
Service is a not a new object, it is a configuration item that is classified as a service, using a configuration parameter. The slice configuration parameter SLA_BUSINESS_SERVICES_IDENTIFIER_CLASSES is used to identify services. It lets you configure which CCTI classes appear under the service category. For example, if you want all the applications to appear as service, all the CIs that have the class Service or Application are categorized as a service. For more information about this configuration parameter, see SLA Business Service Identifier Classes.
Roles and User Permissions
This application provides an out-of-the-box role that is named Service Owner. The Service Owner role lets users view, create, and manage all services from a single work space.
As an Administrator, you can define the users and user provide access permissions to the users for Service View workspace. You provide permissions to any user to view, create, and manage services by adding them to the Service Owner Role.
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Note: The filter is only applied for the following sectionsections:
- Key Services
- Warning Metrics
- Normal Metrics
- Highest Trending Services by Incidents/Problems
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Service View displays adoption/usage trend of the key services. You can view the performance of the key services under Warning Metrics and Normal Metrics. Click a number to view the tickets that are associated with that particular metric for a service. Click the Service to view the service details page. All the incidents, problems, and change requests that are created against for the services, contribute to the metrics that are displayed under the Key Services section of in the Service View page.
Warning Metrics
The Warning Metrics tab displays metrics for the services which require some attention. Service View displays Warning Metrics under the Key Services section. Based on the service data available under the warning metrics, you can identify the root cause and fix the issues with that particular service.
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Displays the service with the lowest percentage of tickets that met the Response SLA Target. The (+/-) sign represents variation from the last period. Among all the services in your organization, if the One Drive service has the lowest response target, then it appears under the Warning Metrics tab.
For example, consider the following two scenarios:
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In this case, the variation is -30 vs Last Period.
The following service level metrics are considered for calculating the Response Target:
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Click the Ticket link to view the ticket details screen.