Understanding Service Portal

James Davies

What is a Service Portal?

Service Portal is a self-service system that allows teams to publish services for others to request. It leverages built-in task management that gets teams out of email and spreadsheets and into the digital world using the included, pre-configured workflows.

Why do I need a Service Portal?

Service Portal provides a one stop shop for requesting services while fulfillment interacts with systems that IT, HR or third party vendors already use. Key Beneits include:

  • Gives your employees, customers and contractors a single pane of glass to make and track requests
  • Provides teams with a robust and streamlined fulfillment platform that comes with pre-configured forms and workflow; making it easy to get up and running in minutes
  • Gives customers and fulfillers flexability to request and fulfill from anywhere. Service Portal works on all devices
  • Prebuilt services mean you aren't starting from scratch
  • Role based security allows different views for employees, contractors, and other roles as necessary
  • Available integrations range from Service Now to G Suite to Salesforce (and hundreds of others) to help you make your portal as effective and efficient as possible
  • Things are less likely to fall throught the cracks with well documented, automated processes

Make it easier for your customers (internal or external) to get what they need with Service Portal, and make it easier for your fulfillers at the same time!

Major Components

Service Portal is comprised of two primary kapps (Kinetic Applications); Services and Queue. These two kapps interact to provide Service Portal's Service and Fulfillment functionalities.

Services

Services for Service Portal are defined and maintained within the Services kapp. This is where the user can search for services, browse the categories for a particular service, request a service, and view the status of their requested services. This is also where services and categories are managed by administrators and fulfilling team members.

Queue

Queue is the robust fulfillment kapp that accompanies Services to provide all the fulfillment functionality for Service Portal. This is where fulfillment teams search for and work their fulfillment tasks (including approvals). Queue's fulfillment tasks can create ad hoc tasks, be customized to ask specific questions required by individual fulfillment tasks, or whatever is needed to enable the workflow for your service requests.