IT Service Management

IT services represent a subset of 
Classic PPM
 investments such as deploying a new platform or application. As a service manager, you analyze services relative to other investments for their value and cost. Use the IT service management capabilities of the product to implement the following business and IT goals:
  • Manage your services and make informed financial decisions. For example, you can view aggregated financial and effort data to determine the total cost of ownership.
  • Share investments and services across other investments and services. Each child investment or service can have allocations that define how much a service is shared. You can define the percentage value each child investment or service is allocated to a parent investment in a hierarchy.
  • Define budget information, create financial plans, and enable the investment for financial transactions.
  • Staff a team to work on the service and related demand (requests or incidents).
  • Use processes to notify a manager when the status of an investment changes. You can also define a process to perform actions, such as changing the progress to 
  • Audit a historical record of all changes, additions, and deletions for specific investment fields.
Documentation steps may not match what you see in the product user interface. This difference can occur because all access to features, menus, pages, buttons, and objects is determined by your
access rights
. Your organization may also have configured the application, objects, processes, partitions, and user interface. Contact your administrator if you are not able to complete any of the steps in the documentation.
Prerequisites for IT Service Management
As a service manager or IT analyst, complete these items to prepare for IT Service Management:
  • Verify with your administrator that you have the required access rights for the features that you want to use. If you do not have access rights to specific services, they do not display on the list page. If you do not have view access rights to any service, the list is empty.
  • Verify with your administrator that scheduled jobs are running properly. For example, the Investment Allocations job can influence data and performance in IT service management.
  • Verify that you have access to the following commonly used IT service management reports:
    • Budget/Forecast Analysis
    • Chargeback GL Account
    • Customer & Provider Chargeback
    • Investment Status
    • Project Transaction Inquiry
    • Resource Assignments
    • Timesheet Detail
    • Capacity vs Demand By Resource (requires the PMO Accelerator)
    • Capacity vs Demand By Role (requires the PMO Accelerator)
  • Verify that your administrator has installed the PMO Accelerator add-in if you need access to the data that it provides.
  • If you are using processes, your administrator can define processes for specific service types. Use the 
    Processes: Initiated 
    page to create and run processes on services. For more information, see 
  • If you are using the audit capabilities, verify with your administrator that you have access rights to view the Audit menu. Contact your administrator to configure the audit fields and to determine the information that is stored in the audit trail. For more information, see 
    Getting Started