Service Manager

Contract Hub — Group and monitor multiple contracts as a unified service portfolio

🎯 Purpose

The Service Manager module groups related contracts into logical services for portfolio-level oversight. A service aggregates the RAG statuses, SLA metrics, and performance data of its linked contracts into a single view. This provides management with a high-level health indicator for an entire service area rather than reviewing contracts individually.

👤 Roles & Access

Role	Access
Admin	Full access — create, edit, delete services. Link/unlink contracts.
Super User	Create and edit services. Link contracts.
End User	View-only access to services.
Customer	No access.
Supplier	No access.

🔗 Dependencies

Upstream (requires)

Contracts must exist to be grouped into services. SLAs provide the RAG data that aggregates at service level.

Downstream (feeds into)

Dashboard — Service-level health indicators appear on the dashboard.

Data Visualisation — Services appear as grouping nodes in hierarchy graphs.

Reports — Service-level reporting and filtering.

🚀 Related Flows

SLA & RAG Tracking — SLA RAG data aggregates into Service Manager.

1. Overview

The Service Manager module is a portfolio layer that sits on top of individual contracts. It allows users to group multiple contracts into a single "service" and provides aggregated views of value, cost, performance, alerts, and SLA breach costs across all linked contracts.

Service Manager — Contract Aggregation

Think of a Service Manager record as a combination of contracts — for example, an "HR APP" service might include contracts for cloud hosting, support, licensing, and consulting, all managed as a single service with a consolidated view.

Key Concepts

Service Value — auto-calculated as the sum of all linked contracts' values.
Service RAG — auto-calculated from the linked contracts' RAG indicators, with priority RED > AMBER > GREEN (the worst RAG wins).
Service Flow — aggregated alert counts and SLA breach costs across all linked contracts.

Prerequisites

At least one Contract must exist in the system.
Service Type (same as Contract Type) must be configured in Organisation → Catalogs.

2. Service Manager Listing

In the left navigation, under Contract Hub (or Operation), click Service Manager.
The listing shows all services with their key details and aggregated indicators.

Service Manager Listing

2.1 Listing Columns

Column	Description
RAG	The aggregated RAG indicator — the worst RAG from all linked contracts (RED > AMBER > GREEN).
Name	The service name.
Service #	The service number.
Value	The total service value — sum of all linked contracts' values.
BR	Business Risk rating indicator (High/Medium/Low).
SR	Service Risk rating indicator (High/Medium/Low).
Type	The service type (from Catalogs — same list as Contract Type).
Start Date	Service start date.
End Date	Service end date.
Organisation	The organisation this service belongs to.

3. Creating a Service

On the Service Manager listing, click Add Service Manager.
Select the Organisation (required).
Enter a Name (required) — a descriptive name for the service (e.g. "HR APP", "IT Infrastructure", "Facilities Management").
Select a Service Type — from Organisation → Catalogs (same list as Contract Type).
Enter a Service Number — a unique identifier.
Select a Start Date (required) and End Date (required).
Select a Service Risk Rating — Low, Medium, or High.
Select a Business Risk Rating — Low, Medium, or High.
Enter the Service Owner (required) — email address of the service owner.
Click Save.

Note: The RAG field and Service Concluded checkbox appear in edit mode. RAG is auto-calculated from linked contracts. Service Concluded marks the service as closed.

SM1

4. Service Tabs

After saving, the lower panel provides six tabs for managing and monitoring the service. These tabs are similar in concept to the contract form's tabs but operate at the service (multi-contract) level.

4.1 Reviews Tab

Configure scheduled and ad-hoc reviews for the service — similar to the contract review setup.

Field	Description
Review Start Date	When reviews begin.
Review Frequency	How often reviews occur (dropdown).
Reviewer Email	Email address of the reviewer.
Notification Message	Notification template for review alerts (from Notification module).
Escalation Email	Email for escalations if the review is not completed.
Escalate After (Hours)	Hours to wait before escalating.

Ad-hoc reviews can also be added using + Add New under the Ad-Hoc Review(s) section.

4.2 Service Tab

This is the core tab where contracts are linked to the service. It shows all contracts that are part of this service and provides aggregated financial data.

SM2

Aggregated Fields (auto-calculated):

Field	Description
Service Value	Sum of all linked contracts' values. Auto-calculated — not editable.
Annual Spend	Service Value divided by the term in years. Auto-calculated.
Term (Months)	Duration of the service in months.

Linked Contracts:

The contracts table lists all contracts linked to this service, showing Contract Name, Contract #, and Contract Status for each. Contracts are manually selected and added to the service.

The Automatic Report checkbox enables automated reporting for this service.

4.3 Cost Tracking Tab

Provides a combined visual breakdown of costs from all linked contracts' cost tracker data. The charts aggregate cost data across the selected contracts into a unified view.

SM3

Date Filter:

Set the Start Date and End Date to define the reporting period.

View By:

Switch between four cost dimensions using the radio buttons:

Location — costs broken down by location (from Cost Center).
Department — costs broken down by department.
User — costs broken down by user to bill (from Cost Center).
Commodity — costs broken down by commodity (from Cost Center).

The bar chart displays costs by region (e.g. USA, UK, India) within the selected dimension.

Summary Fields:

Field	Description
Service Value	Total value of the service (sum of linked contracts).
Service Value Used	Total cost consumed across all linked contracts.
Over/under used by (%)	Percentage of service value consumed.

4.4 Notes Tab

Add notes and attachments for the service record. Click + Add New Note to create a note with a Name, Date, and optional Attachment.

SM4

4.5 Timeline Tab

Displays a combined chronological view of key events and milestones, auto-generated from the linked contracts' timeline data. Similar to the Cost Tracking tab, this aggregates timeline entries from all selected contracts into a unified timeline.

4.6 Service Flow Tab

Provides a consolidated summary across all linked contracts, showing the overall health and financial impact of the service.

SM5

Linked Contracts (left panel):

Lists all contracts in the service with their RAG indicator, Contract Name, Contract #, and Contract Type (status). Contracts can be selected and reordered using the up/down arrows to arrange them in the preferred display order.

Service Summary (right panel):

Metric	Description
Total Contracts	Number of contracts linked to this service.
Total Cost of Service	Sum of all linked contracts' values.
Total Red Alert	Total count of red SLA alerts across all linked contracts.
Total Amber Alert	Total count of amber SLA alerts across all linked contracts.
Total Green Alert	Total count of green SLA alerts across all linked contracts.
Total Service Credit	Sum of service credit costs from SLA breaches across all linked contracts.
Total Cost To Rectify	Sum of rectification costs from SLA breaches across all linked contracts.
Total Business Impact Cost	Sum of business impact costs from SLA breaches across all linked contracts.

Note: The Service Flow summary provides an at-a-glance view of the service's health. The alert counts and SLA breach costs are aggregated from the SLAs assigned to the linked contracts' RAG blocks. The up/down arrows indicate trend direction.

5. Service Manager vs Contract

Aspect	Contract	Service Manager
Scope	Single agreement with a supplier/customer.	Groups multiple contracts into a service portfolio.
Value	Individual contract value.	Aggregated — sum of all linked contracts' values.
RAG	Driven by SLA performance.	Aggregated — worst RAG from linked contracts (RED > AMBER > GREEN).
Cost Tracking	Tracks transactions for one contract.	Aggregated cost view across all linked contracts, filterable by Location/Department/User/Commodity.
SLA Breach Costs	Per-SLA breach costs.	Aggregated Service Credit, Cost to Rectify, Business Impact Cost across all contracts.
Best For	Managing individual agreements.	Managing a portfolio of related contracts as a single service.

6. Tips

Group related contracts under a single service — for example, all contracts supporting an application (hosting, support, licensing) should be in one Service Manager entry.
The Service RAG follows "worst wins" — if any linked contract is RED, the entire service shows RED. Use this to identify services that need attention.
Use the Cost Tracking tab's View By options to understand where costs are concentrated — by location, department, user, or commodity.
The Service Flow tab provides a one-page health summary — use it for management reporting and service reviews.
Service Value is auto-calculated from linked contracts — if the value looks wrong, check that all relevant contracts are linked in the Service tab.
A contract can belong to multiple services if it supports more than one service portfolio.

7. Troubleshooting

Issue	Resolution
Service Value is $0	No contracts are linked. Add contracts in the Service tab.
RAG not updating	RAG is driven by linked contracts' RAG indicators. Ensure the contracts have SLAs assigned to RAG blocks and that SLA evaluations are running.
Cost Tracking chart is empty	The linked contracts may not have Cost Tracker data. Check the Customer Billing and Cost Tracker configuration for each linked contract.
Service Flow shows zero alerts	No SLAs are assigned to the linked contracts' RAG blocks, or SLA evaluations have not run yet.
Contract not appearing in Service tab	Ensure the contract exists and is saved. Refresh the page and try selecting the contract again.
Service Type dropdown is empty	Add Contract Type values in Organisation → Catalogs (Service Type uses the same list as Contract Type).