Service Portal Concepts

James Davies

What is a Service Portal?

A Service Portal is a system that allows a Team to produce services that are requestable by others. They can add information about the service and add questions specific to their request(s).

What is a Service?

A service is a function/requestable item that a team provides to others. It includes a description, and a form to collect details needed to fulfill a request of the service (which is called a Request), and a fulfillment process that allows for fulfillment of the service.

What is a Request?

A request is a service usually submitted by a user that has a fulfillment process and a request lifecycle (Typically: Draft -> In Progress -> Closed / Cancelled).

What is a Fulfillment Process?

A fulfillment process is an ordered set of tasks needed to fulfill a request.

What is a Task?

A task is a step in a fulfillment process that is completed by a team member.

What is a Team?

A team is a collection of users.

What is a Discussion?

A Discussion is a conversation about a topic like a request, task, or team.