Service is a set of rules for the selection of resources from resource groups. QoS-IT Users that are Customer Service Representatives (CSR) belong to resource groups. QoS-IT schedule service activities for the onsite, in-house, remote and helpdesk jobs, based on the selection rules set for each service. To ensure that cases are not neglected and jobs are assigned to technicians and engineers a case-manager service activity is created for the case manager when new case is created or when a job is completed and case is returned to case manager. There are four steps in creating services:

1. Create resource groups

2. Assign users to resource groups based on the user’s technical ability, knowledge, experience or skills.

3. Create at least one service for each of the four QoS-IT jobs and one for case-manager.

4. For each service create a rule on how to select users (and how many) from each resource group.

In the illustration are two services for onsite job: Onsite PC Repair and CISCO (which can be performed remotely or onsite). Based on the type of incident, the case manager will either select Onsite PC Repair or CISCO as the selection rule for the type of CSR to be sent on site.

Note that one user can belong to more than one resource group. Margaret (engineer) typically does remote access works, but if more works are required onsite for PC Repairs then she will be selected from the resource group Technicians. Similarly, Kevin who is a CISCO certified engineer and most of his work is done on CISCO equipment or Joseph, the case manager, will be selected from resource group Engineers if the other 3 engineers that belongs to this resource group are busy.

When you create a selection rule make sure the selection is from resource group like in this “Onsite 2 Technician” service:

Not as a selection rule from users list:

Or a selection rule from resource group list: