Service Availability Center (SAC)
page in the Self Service Portal provides end users with a central view of service health status, related Major Incidents or Change Requests, maintenance information, and communication details
Table of Contents
Overview
Service Availability Center (SAC) page in the Self Service Portal provides end users with a central view of service health status, related Major Incidents or Change Requests, maintenance information, and communication details:
Introduced in ESM v.25.4, this enhancement improves transparency, reduces support requests, and strengthens communication around critical incidents and maintenance activities.
Key capabilities
- Service overview: displays simple services, included in the Service Availability Center, with their current health status.
- History tracking: shows Major Incidents, Change Requests, and scheduled maintenance per service.
- Subscription: you can subscribe to receive email updates when the health status of selected services changes.
The Service Availability Center is available on the New Look design only.
Audience-Based Visibility
The Service Availability Center now respects the Service Catalog's existing audience configuration. A service and its availability information only appear in the Service Status Report for users who are authorized to access that service, using the same audience rules already defined for the Service Catalog (for example by department, location, or user group).No separate audience is needed for the Service Availability Center.
What user will see?
- A service published in at least one catalog that the user is allowed to see is shown.
- A service published only in catalogs that the user cannot see is hidden. Its status and communication updates are hidden too.
- A service that is not published in any catalog is shown to all users.
The "All services operational" indication takes only the visible services into account.
If a user loses access to a service, any existing subscription they had to that service's availability and incident notifications is automatically removed, so they no longer receive notifications about a service they can no longer view.
This replaces the previous behavior, where a service's availability was visible to every authenticated user regardless of their ordering eligibility.
Service Availability Center
The Service Availability Center shows the status, related incidents, and maintenance information about the service:
Service Status Report
The Services are grouped by service types, e.g. Hardware, Software, Network, etc. The page shows all services that were added to the SAC on any of the possible Service Health Statuses:
- Partial Outage (default)
- Maintenance
- Major Outage
- Operational
The date and time on the Service cards mean the point of the latest Health Status change.
Click a Service card to view more details about the service, or order it directly from the preview if ordering is available:
The report shows the simple services that are enabled for the Service Availability Center and that the current user is allowed to see.
Visibility depends on the audience of the catalog in which the service is published (see Audience-Based Visibility).
Notifications
Users can subscribe to the health status changes of the services they see in the Service Availability Center via the notification icon
. When the Health Status is changed, subscribers get an email about it
Automatic notification unsubscribes
A user who no longer has access to a service is unsubscribed automatically and receives no further notifications for it.
This check runs when the health status of the service changes or when the status of a related incident or change changes. When you change the audience of a catalog, the user stops seeing the service immediately. The subscription is removed at the next such status change.
Incidents and Maintenance
When a Major Incident or Change Request is added to the Service Availability Center (SAC), and its affected or related services are shown there, the associated communication updates will also appear in the SAC.
Each communication update includes the affected Service name, the communication message, and displays the incident and maintenance history, unless the Major Incident was resolved and the related communications were removed from SAC.
Communications are displayed with the most recent updates at the top, while those related to resolved Incidents or completed Change Requests appear lower in the list.
Services with a Major Outage health status are highlighted in red until the Incident is resolved or the Change Request is completed:
