Access management

Access to the data of Service Manager, a strategic company application, is secure and is based on the following concepts:

• profiles: restriction of access to areas of the interface;
• domains: restriction of access to data;
• management of employee access: identification of employees with access to the application, by assigning them a login/password and a profile;
• password management: securing resources and services to which access is limited and protected; the encryption of passwords is performed with the EasyCrypt utility.

Notes: 

• Only users with access to the Administration menu, with the appropriate rights, are granted access to create domains and profiles and to grant accounts to employees Service Manager.
• The LDAP functionality enables you to use authentication elements (e.g. logins and passwords) and authorizations (e.g. profiles and domains) at the company’s LDAP directory level, instead of the elements defined in Service Manager.

UI parameter

Each menu option shows the records in List mode (grid) and Sheet mode (detail per unit). The configuration of the information to be displayed is performed through:

• Filters: data selection and restriction of records to be displayed.
• Views: display and presentation of data in the form of statistical reports, with groupings of data and an improved page layout.
• Lists of values: display and presentation of the list of available values for a field in a table format.
• An editor: presentation of datasheets.

The search of records is performed: 

• From a search area in the top banner.
• Through full text search.

Notes:

• Only profiles, authorized to edit can modify or configure these objects; only authorized profiles can view them.
• Access to Quick Call and to Quick Dashboard are specific and have special rules. 
• The working data are defined through parent queries, contextual to each menu option.
• The records are updated through wizards.
• You can configure the display of search results for certain search options in the Search Studio.   See Configurable elements.

Workflows and Business rules

The actions to perform during a database update for an object of Service Manager (incident, request, equipment, user…) are defined through management process. Depending on the object affected and the context (e.g. creation or modification), the process may be a workflow or a business rule.

Each process:

• Contains a set of sequential steps defined and configured via a graphical editor; each step is qualified by a type of action indicating the context and detailing the action/treatment to be achieved;
• Uses of roles and tags:
  • roles : dynamic functions indicating groups/users in charge of an action or recipients of an e-mail, without naming them individually;
  • tags: dynamic tags used in the writing of e-mails or SQL queries (Note: Tags in the e-mails may include the mail components).  
     

Available Features

• Obtaining additional information in standard questionnaires standard and multi-sections.
• Graphical follow-up on the progress of  Incident/Application/Problem sheets, through a common thread -   see Workflow and Life Cycle
• Use of specific functions smoServer simplifying the delay calculations: getSLADelay ; calculateMaxResolutionDate.

Service Manager internal reporting tools

Reporting tools include:

• indicators : important figures of the company’s IT activity over a given period;

  example  Number of commercial service incidents/Number of active contracts/Number of equipment under maintenance

• reports: of customized statistics, that can be viewed or printed;

  example  Late incidents from the last month/distribution of incidents/equipment average age 

• alerts: monitoring tools put in place on key company IT activities.

  example  CIs without continuity plan/urgent decision required on contracts with 60-day warning