• DEMO
  • Assigning Support Teams to a Service

    For any service that you provide for your customers, it is important that when issues are raised or requests submitted these are assigned to the teams which are best suited to service them.

    For each service that has been defined in Service Manager you can associate specific support teams to that service. When raising a new request, the selected service will then guide you to assign the request to the correct team. This makes sure that all requests are allocated and processed by the correct teams, and that there are no delays caused by passing incorrectly assigned requests back and forth between teams.

    Categories

    Latest Posts

    • SPOTLIGHT: Northumberland County Council

      2017-12-11 12:41:19
      Spotlight

      From the start of a 30-day trial, to live use in production within 9 weeks. Lee Mcdermott, Service Desk Team Lead, explains how Northumberland County Council implemented Hornbill Service Manager within a tight window, reducing costs and delivering ongoing ITSM improvements.

    • Impact Assessments

      2017-12-02 00:59:54
      Feature Friday

      Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed...

    • Creating Request Sub-statuses

      2017-11-20 04:59:33
      Feature Friday

      While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open...