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Service Hierarchy Browser

The Service Hierarchy Browser (SHB) opens automatically when a new request is opened in the Service Desk console. Initially, the SHB lists all service instances for which the person selected in the Requested for field of the new request is covered by an active service level agreement. To the left of each service instance, the impact indicator shows the current health of the service instance. If there are no open incidents, a single green bar is displayed, indicating that the service instance is currently not degraded or unavailable.

If the person selected in the Requested for field is a user of one or more configuration items, then these CIs are listed below the list of service instances.

When request templates are registered in the account to which the person selected in the Requested for field belongs, then these are also listed in the SHB, provided that they have not been related to a specific service.

The service instances, configuration items, templates and knowledge articles can all be applied to the new request. Applying a service instance causes this service instance to be filled out in the Service instance field of the request. As soon as a service instance has been applied or selected, it is displayed at the top in the SHB. The following sections are offered, as applicable, below the selected service instance:

  • Child Service Instances
    Immediately below the selected service instance, a list of its child service instances is provided (see service level agreements for more on ‘child service instances’). A child service instance may be selected to move further down the service hierarchy.
  • Configuration Items
    These are the CIs that, along with the child service instances, make up the selected service instance. Each of these CIs has a direct link with the selected service instance. If the person selected in the Requested for field of the request is covered for the selected service instance by an SLA which coverage is set to “People Using CIs of the Service Instance”, then only the CIs are listed of which this person is a user and CIs for which a user has not been specified. Applying a configuration item causes it to be selected in the Configuration item field of the request.
  • Templates
    The request templates presented in this section are all related to the service of the selected service instance. A template can be applied to help fill out a new request. Request templates can also be applied to existing requests. This can be useful, for example, after it has been determined that an existing request needs to be passed on to the provider of a child service instance.
  • Knowledge Articles
    The knowledge articles presented in this section are all related to the service of the selected service instance. By default these articles are filtered using the subject of the request. This default filter can be adjusted or removed to look up different articles that are related to the service of the selected service instance. By applying a knowledge article, its instructions are added to the request’s Note field.
  • Open Incidents
    A list of open incidents is presented when the category of the request is “Incident”. The open incidents listed are requests of the category “Incident” that have not yet been completed and which are linked to the selected service instance. When one of these incidents is identical to the incident described in the request, it can be grouped to ensure that both requests progress toward a resolution as a single incident.
  • Open RFCs
    The list of open requests for change is displayed when the category of the request is “RFC”. Each RFC listed in this section is related to a service instance of the service that is related to the selected service instance. If an RFC is identical to the request, it can be grouped with the request to avoid handling these RFCs separately.
  • Open RFIs
    When the category of the request is set to “RFI”, then any other open request for information that is linked to a service instance of the service that is related to the selected service instance is listed in this section. Whenever such an RFI is identical to the request, the request can be grouped with it, which avoids having to answer the same RFI twice.
  • Known Errors
    The Known Errors section lists the problems which offer a workaround, but which have not yet been solved, and which are related to the service that is linked to the service instance of the request. Applying such a problem causes it to be related to the request and its workaround to be filled out in the Note field.
  • Recent Changes
    When the category of the request is “Incident” and a task, which is linked to the selected service instance, was completed during the past seven days, then the change that this task is a part of is listed in this section. These changes are listed as their implementation may have caused the incident.

The SHB can be opened and closed by clicking on the tab in the upper right-hand corner of a request, provided that the category of the request is “Incident”, “RFC” or “RFI”.

When such a request is placed in Edit mode, the service instance that is selected in the Service instance field of the request is displayed at the top in the SHB. To the right of this service instance, the Reset icon is then available to reset the SHB.