Service Management

Introduction

EcoSystem provides Lean ITSM (ticket) support through its Service Management Module. This ensures all Environment Requests (Incidents, Changes & Releases etc) can be captured in a central area and acted upon as necessary.

Note: You can also integrate the Service Management area with other ITSM/Ticketing tools through the use of API’s and/or Web hooks.

Module Navigation

In Enterprise this module has 3 key sub-trees Home + Reports + Management. Home is used for executive & activity dashboards, reports is insights focused and management is focused on adding/editing data specific to that module.

Note: Non-Enterprise editions have a flat (non tree structure).

Home

Service Dashboard

An executive dashboard providing an overarching view of your Lean Service Requests.

Default Enterprise Location: Service Management / Home

The dashboard is broken into 5 sections:

  1. Service Headlines.
  2. Open Service Requests (stuff you should be dealing with).
  3. Recently Serviced Requests (Service Requests in closed state).
  4. SLA Success/Fail statistics of Service Requests by Vendor.
  5. Weekly Service Request Trend (Open & Closed).

Usage

  • This dashboard is primarily for read (information analysis) purposes.
  • Use Tabs to Toggle between Chart & Grid Views
  • In Charts, you can toggle information on and off (click on a box inside “key”)
  • In Grid Views, you can select a row and use “View” to deep dive into an Instance.

Incidents Dashboard

An executive dashboard providing an overarching view of your Open Incidents..

Default Enterprise Location: Service Management / Home

The dashboard is broken into 3 key sections:

  1. Incident Headlines – Identifying Open by “Priority Level” (Highest to Lowest)
  2. Open Incidents Overview Chart (which can be toggled by Environment / System)
  3. Open Service Requests (of type Incident)

Usage

  • This dashboard is for “Incident analysis” purposes.
  • Use Tabs to Toggle between Chart & Grid Views
  • In Charts, you can toggle information on and off (click on a box inside “key”)
  • In Grid Views, you can select a row and use “View” to deep dive into Instance Editor.

Service Activity

An executive dashboard focused on service request activity.

Default Enterprise Location: Service Management / Home

The dashboard is broken into 2 sections:

  1. Executive Banner Buttons
  2. Table to view Selected Service Requests (New, Approved, Assigned & Open over 7 days).

Usage

  • Select “List” in a Banner Button to list objects
  • Select “Add” in a Banner Button to add a new object
  • View Object Information with the Editor (“View” Button).
  • If you only want to see activities belonging to you then use the “Green Button” (My LeanSR) to filter.

Important! Information can also be added to EcoSystem Automatically via the Open API. This is particularly useful for data that is "fast moving" e.g. Status or Version details. Learn More 

Reports

Service Request By Release

A sort-able/filter-able dashboard listing all Lean Service Requests across Enterprise Releases.

Default Enterprise Location: Service Management / Reports

The dashboard is broken into 2 sections:

  • A Release Filter area
  • A grid/table listing all Service Requests (use column headers to filter & sort)

Usage

  • Select Release (1)
  • Sort / Filter by Grid (2) Column Headers (use “Clear” button to clear filters).
  • Deep dive into elements using the “View” button.

Service Request by Environment

A sort-able/filter-able dashboard listing all Lean Service Requests across Environments.

Default Enterprise Location: Service Management / Reports

The dashboard is broken into 2 sections:

  • A grid/table listing all Service Requests (use column headers to filter & sort)
  • A chart showing breakdown of request type by Environment

Usage

  • Sort / Filter by Grid Column Headers (use “Clear” button to clear filters).
  • Deep dive into elements using the “View” button.

Service Request by SLA

A dashboard showing Service Request completion percentage. And number of Requests meeting SLA targets (Successful) or Failing (Unsuccessful).

Default Enterprise Location: Service Management / Reports

The dashboard is broken into 2 sections:

  • A grid/table listing all Service Requests (use column headers to filter & sort)
  • A SLA chart showing breakdown of request type by Vendor

Usage

  • Sort / Filter by Grid (1) Column Headers (use “Clear” button to clear filters).
  • Deep dive into elements using the “View” button.
  • Toggle information on / off chart (2) using “Key”

 

Management

Manage Service Request

The “Manage Service Request” area inside the “Service Management” module is the key place for adding and managing your Service Request data.

Default Enterprise Location: Service Management / Management

There are two sections to this dashboard:

  1. Executive Banner Buttons
  2. Table to view Selected Sub-Type (All, Urgent, Open & Closed).

Usage

  • Select “List” in a Banner Button to list objects
  • Select “Add” in a Banner Button to add a new object

Note: Typically you won’t add a request like this. Normally a Service Request comes from a customer using the “Service Request Form”.

  • Use “View” button to Deep-Dive into Object Editor (refer Editor Guidelines).
  • Use Green “My LeanSR” button to filter grid to only show items belonging to you.

Service Request Form

A form that customers can use to raise service requests.

Default Enterprise Location: Service Management / Management

Usage:

  • Enter Headline / Summary
  • Specify Request Type e.g. Access, Change, Data, Incident, Support etc.
  • Attach Project Name (Project Owning/Paying-For Event)
  • Select Environment Event happening in (optional)
  • Enter Start Date i.e. when it should be serviced / default is “now”
  • Enter End Date i.e. when service should be complete. (optional)
  • Select System Instance(s) (optional)
  • Assigned To i.e. Which team is going to do it e.g. Test Environment Team

Note: You can also integrate the Service Management area with other ITSM/Ticketing tools through the use of API’s and/or Web hooks.

Ask the Script Guy

If you're unsure how to do something then please reach out to the enov8 engineering team. We are happy to help you with any problem you have, including automation and integration tasks. The support button (available to Large & Enterprise customers) can be found at the bottom right of your screen.

 Tip! If there is nobody online then just leave a message, we'll get back to you. 

     
Updated on February 3, 2019

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