2Service Desk - Overview The Service Desk module will serve as the primary entry point for logging and tracking all incoming interactions to the IT Help Desk.IT Help Desk Agents will close the interaction record if the issue is resolved on the first contact.An Incident Ticket will be created from the interaction if the issue is a service disruption and cannot be resolved by the initial interaction taker.If the interaction is considered an incident by the agent, they can categorize the ticket as an “incident”; regardless of whether the interaction is escalated to an Incident, the “incident” categorized interaction will be considered an incident for reporting purposesAn Incident Ticket will not be created for every interaction. Interactions closed without a related incident should be considered and reported as a “First Level Resolution”.Agents will have the ability to save InteractionsUnderlying principles of the Service Desk function
3Service Desk – Overview (cont’d) Upon escalating an interaction to an incident, the system will provide the Agent a list of existing open incidents that may be related to the interaction that is being escalatedDesignated Assignees will receive an notification for all Incidents P1 through P3…Pager Notifications will only be sent for Incidents P1 & P2When a related incident is closed, the incident’s resolution information will be added to the related interaction record.Customers will receive notification that their interaction has been closedAgents will have the ability to create contact records from an interaction record if a customer contacts the Service Desk and does not have a Service Manager contact record
4To Do List Is accessible upon login Provides a central point to navigate to the most common functionalities that one would perform in Service Manager
5Navigator The Navigator has two parts: • Favorites and Dashboards Contain frequently used queries and charts• Menu NavigationContains the users Menu Options
7MessagesService Manager notifies you when you have activity messages to review. For example, each time you add or change a record, open or close an Incident, complete a task or an error occurs, Service Manager generates a message.
8Smart IndicatorsAppear adjacent to an input field when there are other records (incidents, interactions) related to the given field value and launches a form that allows the user to view related records
9ButtonsSaves the content of the screen and takes user to previous screen/new interaction screenSaves the contents of the current screen and remains on the current screenPerforms a query of the field table based on provided information and will “fill” the field if a single match is found; otherwise will display a filtered list of records.Finds more information on the given field by taking the user to that recordActive when there are other records (incidents, interactions) related to the given field value and launches a form that allows the user to view related recordsIn the web client, this shows the user the list of system messages presented in their sessionAllows user to print the details of current record
10Creating a New Interaction From the navigation pane, expand “Service Desk” and select “Register a New Interaction”Fill out all pertinent information and click “save” to create record or “close interaction” to create the record and close. Note: Required fields are indicated by a red asterisk (*).
11Service Desk Screen – Open Interaction Full Name present for all contact InformationCritical User bandsEditable location; populated from contact recordBuilding/Room/Floor populated from contact recordCritical CIs displayed on formsPriority override for defined CIs
12Notes SectionTo enter in Patient information click on the more button. Notes can only be entered once an interaction becomes an incident.Click on Notes to open notes where patient data can then be entered
13Notes Section (cont’d) You will get this message stating that the note was savedUser, date, and data will be displayed and remain in the notes sectionClick back to go to previous screen
14Using TemplatesIn Service Manager, Templates replace Service Center “Cause Codes”From a new interaction, select “Apply Template”Choose the appropriate template by double clicking. Note: The Service Desk Management team can create new templatesNew interaction is now pre-populated.
15Updating an Existing Interaction From the navigation pane, expand “Service Desk” and select “Interaction Queue”Open record to be updated.Make updates as needed including update type and notes and click save.Select “Visible to Customer” if updates should be seen by customer.Save Interaction recordPrevious updates are stored in a journal fashion.
16Closing an Existing Interaction From the navigation pane, expand “Service Desk” and select “Interaction Queue”Open record to be updated.Make updates as needed.Fill out solution and click, “close interaction”.
17Service Desk Screen – Escalation Allows Agents to pick from complete list of Assignment GroupsAssignee is required prior to escalation
18Customer Verification For Critical Customers, the “notify by” will be set to “telephone”When the incident is closed, the related interaction will move to an “open-callback” status, and appear in the “Interactions requiring customer verification “ queueAgent will be prompted to enter “required actions” (call customer) prior to closure
19Service Desk Screen – Required Actions If a related incident is closed and the customer requires a callback, the tool forces the user to enter a “required action” where they must either:Record that the customer confirmed the fixReopen the incident
20Access Feel free to access the test system at: Supported Browsers: Note: While single sign on will be enabled for the production system, it is deactivated in the test environment. Please login with your JHED ID only. No password is needed in the test environment.Supported Browsers:Internet Explorer 7 & 8Firefox 3 & 3.5 (Windows and Mac)
21Summary PointsService Desk: the primary entry point for logging and tracking all incoming interactions to the IT Help Desk.Notifications: will be sent to assignees for all P1-P3 Incidents. Pages will be sent only for P1 & P2 Incidents.The “Go-Live” date for Service Manager is the evening of July 8, 2011. Service Center tickets will not be transferred over to Service Manager automatically…open Service Center tickets need to be closed if possible