Service

Service record within the R-Service (RR Tech Service Management) system provides a high-level description of the core functionality offered by that service. For example, for an email service, you can define its core functionality as follows:

The email service provides the ability for users within an organization and users connected to the internet to send and receive emails.

Service record also provides information about the roles of people involved in supporting that service. Before using R-Service to manage problems and changes, ensure that the problem manager, change manager, and service owner are defined for each service record. If roles are assigned to specific people for each service, the R-Service system will help these people automate certain actions, leading to greater efficiency in processes. For example, within the “Problem Identification Requests” view on the service record console, the problem manager will only see requests related to the instance of the service for which they are the problem manager.

R-Service allows you to group information by services, making it easy to find all service offerings, service instances linked to a service, and all registered requests, problems, and workflows for that service.

Please note: Service Desk typically provides support for all services, so it is not necessary to define activities within the service record.

Only a person with the Service Level Manager role can manage services within this space.

The Service Fields page presents recommendations for using each field in the service form.