UWA IT Service Desk
The Service-now.com (SNC) IT Service Management Suite is designed to aid in the provision of a single point of contact for all users of IT here at UWA. The IT Service Desk will allow the logging and management of all incidents, service requests and access requests as well as ultimately providing an interface for all other Service Operation processes and activities. The UWA IT Service Desk offer’s you the ability to create and track your requests via the Staff and Student Self-Service portal. Not only will you be able to easily create new requests for help but you will also be able to track and be kept informed about the status of your requests as well as being kept up-to-date with statuses of IT services generally – such as email temporarily not working! In terms of how you will use the self-service aspect of the IT Service Desk; think of an incident as a singular event in your work life that causes an unwanted interruption to your current task – this event then forces you to contact the IT Service Desk and make a request to have this event resolved (to your satisfaction); once you have entered all the relevant details into the IT Service Desk (via self-service) it can then be categorized and prioritized (by the IT Service Desk) and assigned to the appropriate group to ensure it is dealt with in a timely and appropriate manner. In ITIL (IT Infrastructure Library) terms an incident is an unplanned interruption to an IT service or a reduction in the quality of an IT Service or a failure of a configuration item that has not yet impacted on an IT service. Date: 02 June 2009
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IT Self-Service
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(Table of Contents)
UWA IT Service Desk Provides a brief introduction to the aim of the UWA IT Service Desk system and the self-service portal. Table of Contents Provides a brief overview of the contents of this slide presentation. Login Provides you with information about the logging into the self-service system and provides a brief overview of some of the navigation buttons available. Home Page Provides you with details of what you can expect on, and how to navigate within, the home page of your login. Search Knowledge Base Articles Provides you with details on how to search the Knowledge base articles for the particular issue you are encountering. New Incident Provides you with details on how to submit your particular issue as a new incident in the system. New Incident on behalf of someone else Provides you with the details on how to submit a particular issue as, a new incident, on behalf of someone else. New Incident Short Description Provides you with details on submitting a detailed incident to aid in it’s resolution in a timely and appropriate manner. New Incident Customer Comments Provides you with details on submitting a detailed incident to aid in it’s resolution in a timely and appropriate manner. Update an existing Incident Provides you with details on how to update an existing incident with attachments and/or further comments. Sample Communications Provides you with some sample notifications that you may expect to receive from the IT Service Desk system.
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IT Self-Service
(User: Login)
Video Tutorial: A brief video tutorial (in QuickTime format) has been made available that will guide you through steps detailed in this presentation. To view the tutorial click http://www.its.uwa.edu.au/staff/help/servicedesk/ServiceDeskESS_20090416.mov. Scenario: User wishes to login to the self-service system ( http://www.itservicedesk.uwa.edu.au/ ) to check if your request is currently known-about or create a new incident.
Procedure: 1. When ready enter your UWA Person ID and Pheme Password before clicking the LOGIN button.
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IT Self-Service
(User: Home Page)
You will then be presented with your IT Service Desk home page (which you can customize); from which you can then check to to see if your request relates to any current News articles displayed. Collapse/Expand Banner Toggle navigator
Refresh Navigator Expand All Applications Collapse All Applications Switch Perspective
Printer-friendly Page wiki.Service-now.com
Logout
Application Modules News Provides news feeds on items of interest re: network availability; down-time etc.
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Your active (open) incidents requests
IT Self-Service
(User: Search Knowledge Base Articles)
2. If your request is not resolved via the current News articles then click on the Knowledge module link (located beneath the SelfService application). You will then be presented with a list of relevant knowledge base articles; arranged by common issues. 3. Navigate to the relevant category of interest that closely meets your needs and then click on an appropriate description. Search Knowledge base Knowledge base articles grouped by common themes
4. If there doesn’t appear to be an article that meets your needs then enter appropriate keywords in the search field, before clicking Search.
You will then be presented with a list of articles that match your search criteria. 5. Click the subject of the article to be presented with the details of the article. Short description Detailed description
Information related to actual article such as allowance for feedback on Knowledge base article
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IT Self-Service
(User: New Incident)
6. If you are unable to find a suitable knowledge base article then select the Create new module from the Self-Service application. You will then be presented new incident form; showing the incident Number, Incident state, time Opened, Caller and Affected user already completed. By default the incident will show you as the Caller and also as the Affected user; however if you wish to report an incident on behalf of another user (thereby ensuring any correspondence is sent to them as well) you can:
EITHER
7. Manually enter their full name (First Name then Last Name) As you type the system will start displaying matching entries in the format First Name Last Name PersonID Email Address; using the list presented you can then identify the correct individual.
Caller
Display details Affected user
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IT Self-Service
OR
(User: New Incident)
7. Enter the Caller name by clicking the Lookup using list icon. You will then be presented with a list of current users from the UWA Pheme system.
Lookup using list
Search within list
Having selected the relevant user their fullname will be displayed.
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IT Self-Service
(User: New Incident)
IMPORTANT: Please ensure you enter a meaningful Short description; this will ensure your request can be dealt with in a timely and appropriate manner without the IT Service Desk having to contact you for further information! 8. Enter a Short description. Please ensure you enter a meaningful Short description. As you type the system will attempt to match what you type against known ‘short description’. The information enter here should reflect two things: • firstly: the actual event causing the issue; and • secondly: the effected service Suggestions Clicking the Suggestions icon will them prompt you with some common Short descriptions.
Short description
Examples would be: “Unable to login to my cyllene account” “Unable to print to device ######” “Need to install Acrobat Pro v9” the actual event the effected service
Search Knowledge Clicking the Search Knowledge icon will then use the Short description entered and attempt to find a match in the Knowledge base articles (discussed earlier in this slide presentation).
Using the “Unable to print to device ######” example (or even “Unable to print from computer ######”); this is where it becomes important that you make mention of the actual device identities, such as your computer ID (you are printing from) as well as the printer ID (you are printing to).
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Using the “Need to install Acrobat Pro v9” example, an alternate Short description would be “Software request : Adobe Acrobat Pro v9 for Windows XP Pro”.
IT Self-Service
(User: New Incident)
IMPORTANT: Please ensure you enter a meaningful Customer Comments; this will ensure your request can be dealt with in a timely and appropriate manner without the IT Service Desk having to contact you for further information! 9. Enter a more detailed description of the incident in Customer comments. You should ensure that a thorough description of the incident is entered here, including any relevant information that may aid in the resolution of this incident. Fewer lines Check spelling Customer comments
More lines
10. Once you have entered all the relevant information click Submit. You will then be informed that the incident has been opened and and email will be sent confirming that a new incident has been opened. You will then be presented with the your current, active, incidents. Note that if you created an new incident on behalf of another individual then they will also receive the email confirming the new incident.
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IT Self-Service
(User: Update an existing Incident)
11. If not already displayed select the My Incidents module from the IT Self-Service application and choose the relevant Incident from the list displayed. Attachment
Add an attachment to the incident: 12. Click the Attachment icon. The attachment form will then be displayed. 13. Click on the Choose file button and locate the file you wish to attach; before clicking Open, then click Attach. Once the file has been loaded repeat for any additional files and then click Close once completed. You will then be returned to the incident to which you have attached the file(s) and any attachments will be shown at the top of the incident itself.
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Add additional comments to the incident: 14. You should now enter appropriate Customer comments explaining the reason behind the attachment of the file(s) and upon completion click the Update button.
Sample Communications
Confirmation Email: Sent to you confirming that a new incident has been opened.
(User: Notifications)
Update Email: Sent to you confirming incident has been resolved.
Update Email: Sent to you indicating comments have been added (by support staff) to the incident. Update Email: Sent to you confirming incident has now been closed.
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