Tuesday, April 2, 2013

The Improved Service Hierarchy Browser

Service Hierarchy Browser in its initial stateRequestThe Service Hierarchy Browser (SHB) is one of the features that makes ITRP so unique. The SHB provides service desk analysts with a lot of meaningful information when they register a new request for someone. For example, when a new request is opened, the SHB shows the service instances for which the requester is covered by an active SLA, the current health of these environments, and the configuration items that the requester uses.

After a service instance has been applied to the request, the SHB looks up the relevant information about this service instance. This includes a list of the child service instances that underpin the selected service instance, the configuration items that make up the selected service instance, the open incidents and known errors that currently impact this service instance, and even the changes that recently affected it.

Service Hierarchy Browser with Reset iconThis information is also available when a specialist opens an existing request. In the past, however, the specialist had to click on the tab of the SHB to open it. It was a single click, but there is a big difference between providing information and asking specialists to look for it. This information is apparently so useful that specialists have asked for the SHB to be open when they work on a request. So, from now on, the SHB will open automatically when a request is placed in Edit mode.

In addition, we have added the Reset icon in the upper right-hand corner of the SHB. When a specialist or service desk analyst clicks on this icon, the SHB will return to its initial state, showing the service instances (SIs) and configuration items (CIs) of the requester. That makes it easier to look up the requester's CIs, or to drag and drop a different SI onto the request when it turns out that the issue is caused by an entirely different service than originally thought.