Service Operations Overview
This article introduces Service Operations in Deepser and explains how the Service module supports your service delivery workflow. It is intended for Operators and administrators who need a high-level understanding before diving into configuration.
The Service Module
In Deepser, Services represent the offerings provided by your organization. The Service module is the foundation for managing all incoming Service Operations, from initial submission through resolution. It collects data from user submissions, sorts records by priority, expiration date, and creation date, and organizes them by type and category.
The User Portal shows the types of Service Operations that end users can submit to the support service.
In the Deepser Backend, the sidebar contains a Service section that lists all the service types your group is enabled to view.
What Is a Service Operation
A Service Operation contains all the information needed to manage the service delivery process. Based on the Type field, a Service Operation can represent an incident, a support request, a change request, and more.
The concept is derived from the ITIL methodology, where Service Operation is the lifecycle phase concerned with delivering services effectively and efficiently -- including fulfilling user submissions, resolving reported failures, troubleshooting problems, and performing routine operational activities.
Typically, Service Operations are opened by end users in the User Portal and then managed by the internal support team, or created directly by Operators in the Deepser Backend.