Service Hierarchy Browser (SHB)

The Service Hierarchy browser opens automatically when a new request is created in the Service Desk. The service hierarchy browser lists all service instances whose service level agreements (SLAs) apply to the person selected in the "Requested for" in a new request. To the left of each service instance is an impact indicator that shows the current status of the instance. If there are no open incidents, a green one is displayed. stripe. It means that this instance of the service is currently available and its condition has not deteriorated.

If the person selected in the "Requested for" field is a user of one or more configuration items (CI), then these CI are listed under the list of service instances.

The service hierarchy browser also lists request templates if they are not associated with a specific service and are registered in the space to which the selected person belongs in the "Requested for" field.

Service instances, configuration items, and templates can be applied to a new request and knowledge base articles. Using a service instance substitutes it in the "Service Instance" field in the request. After application, the service instance is displayed at the top of the service hierarchy browser. Under the selected service instance, the following sections become available (depending on the situation):

• Child instances of services

A list of its subsidiaries is displayed under the selected service instances (for more information about child instances of the service, see the service level agreements (SLAs) page). After selecting a child instance, you can proceed to the following sections of the service hierarchy.

• Configuration items (CI)

The configuration items (CI) together with the child instances of the services make up the selected instance of the service. Each of these CI has a direct connection to the selected instance. Suppose that: * The Service Level Agreement (SLA) of the selected service instance applies to the person selected in the "Requested for" field in the request, * the value “Persons using the service instance CI” has been set,

then only the CI are listed: * the user of which is the selected person, * for which the user is not specified.

The application of the CI substitutes it in the "Configuration items (CI)" field in the request.

• Templates

All the request templates in this section relate to the service of the selected instance. The template is used to fill in a new request. Templates it can also be applied to existing requests (for example, if an existing request needs to be passed to the provider of a child instance of the service).

• Recently from the initiator

These are the most recent registered requests from the person who initiated the current request. Requests related to the same service instance as the current request are displayed first. It also shows whether the user is satisfied with completing the request. You can use this section to check if the current request is a duplicate.

• Recently from the organization

These are the last registered requests from the organization of the person who initiated the current the request. Requests related to the same service instance as the current request are displayed first. It also shows whether the user is satisfied with completing the request. You can use this section to check if the current request is a duplicate.

• Knowledge Base Articles

All Knowledge articles from this section relate to the service of the selected an instance. By default, a filter based on the subject of the query is applied to these articles. For a more flexible search of various Knowledge articles related to the service of the selected instance, this filter can be configured or deleted. When applying a Knowledge article, its instructions are added to the "Comment" field in the request.

• Open incidents

If the request category is “Incident", a list of open incidents is displayed. These incidents are incomplete requests of the “Incident” category related to the selected service instance. If one of these incidents identical to the incident described in the request, they are grouped to be executed as a single incident.

• Open Change Requests (RFCs)

If the request category is “Request for Change (RFC)”, then a list of open requests for changes is displayed. Each Change request (RFC) in this section refers to an instance of the service associated with the selected instance. If the request for change (RFC) and the request are identical, they are grouped for joint processing.

• Open Information Requests (RFIs)

If the request category is “Request for Information (RFI)", then a list of open requests for information related to the service instance that relates to the selected instance is displayed. If the request for information (RFI) and the request are identical, they are grouped for joint processing.

• Known errors

Here are the problems for which there is a workaround, but which have not yet been resolved. However, they are associated with a service related to the instance selected in the request. When applying the problem, it it is associated with the request, and the workaround specified for it is added to the "Comment" field.

• Recent Workflows

Listed here are workflows, of which a task is part, related to the selected service instance and completed in the last seven days. The request category should be “Incident". These workflows could have caused the incident, so they are listed in this section.

To open and close the Service hierarchy browser, you need to click on the tab in the upper-right corner of the request, when provided that the request category is “Incident”, “Request for Change (RFC)” or “Request for Information (RFI)".

If such a request is in editing mode, the service instance selected in the corresponding field in the request is displayed at the top of the service hierarchy browser. To restart the Service hierarchy browser, click on the Reset icon to the right of the service instance.