The Service Portal What is the Self-Service Web Portal? You may now submit IT-related requests and report incidents via the self-service web portal! What is the Self-Service Web Portal? The Self-Service Web Portal allows employees to access information and perform tasks over the Internet without requiring any interaction with a representative or enterprise.

IT Incident vs. Service Request IT Incident – something is not working as it is supposed to. Any event not part of the standard operation of a service which causes disruption, or may cause an interruption to (or a reduction in) the quality of that service is an IT Incident. If you’re not able to send or receive emails through Outlook, or if your mouse isn’t working, that’s an IT Incident. Service Request – nothing is malfunctioning, you’re just requesting for information or assistance with something. If you need something Installed, Moved, Added, Changed, or Deleted, that’s a Service Request. Will have to verify with JD if there is a separate SLA or special handling of incidents vs. requests reported via Portal

What are the services available to me in the Service Portal? Place a Service Request Request for software installation, password reset, etc. Get Help Report an IT-related incident

The Service Catalog Here are the available services or requests that you can place via the portal:

Service Catalog > Password Reset Request your Windows login to be reset, or order on behalf of a colleague. Fill up the required information and click «Order Now» to submit the request.

Service Catalog > Software Use this service to request for additional Software to be installed on your machine. Some Software requests require license, and may require additional approvals before installation. Fill up the required information (Employee Name, Serial No.: and Software Requirement) and click «Order Now» to submit the request.

Service Catalog > Hardware Use this service to request for additional Hardware or equipment to enable you to perform your daily tasks. Take note that some Hardware require additional approval(s), and need to be procured first before these can be provided. Fill up the checklist of what Hardware you are requesting for, and click «Order Now» to submit the request.

Service Catalog > Bridge Conference You may use this service to request for a Conference Bridge that enables other participants to join a call (such as clients). Fill up, «Employee Name» using the drop down, indicate in the «Special Instructions» field how many participants need to be in the bridge call, and the date and time you will be using the conference bridge. Click «Order Now» to submit the request.

Service Catalog > Guest Wi-fi Request for users to connect to the Guest Wi-fi Fill up «Employee Name» using the drop down (required field), the Guest Name, and indicate in the «Special Instructions» if you have any further instructions for the Service Desk (such as for how long the guest will need to connect to the Guest Wi-fi. Click «Order Now» to submit the request.

Service Catalog > Request for access Use this service to request for a user to be added to a Distribution List, Group Mailbox, Active Directory account, etc. Please take note that this may require further approval(s) before access can be granted. Fill up the checklist of what access you are requesting for, indicate in the «Special Instructions» field if you have any further instructions for the Service Desk, and click «Order Now» to submit the request.

Service Catalog > Service Request Internal This service may be used for all other Service Requests that are not covered in the previous Service Catalogue list (such as IT equipment move, IT equipment disposal, etc.) Fill up the «Scope of Work» with what needs to be done by the IT Personnel who will provide assistance, and indicate in the «Special Instructions» field if you have any further instructions for the Service Desk. Click «Order Now» to submit the request.

Get Help How to Report an IT Incident Report an IT-related incident via «Get Help» How to Report an IT Incident An incident, in the context of Information Technology, is an event that is not part of normal operations that disrupts operational processes. An incident may involve the failure of a feature or service that should have been delivered, or some other type of operation feailure. Click on «Get Help» > Create Incident > Fill up the Configuration Item drop down (affected asset you are reporting an issue about) > Provide details of the incident in the field provided for the incident description and click on «Submit»:

IT Incident Priority Levels Definition Impact Urgency Priority 1 Refers to any issues or gaps in application software, system software, IT and support infrastructure, and MAJOR production outage, service or service functionality. Major service outage impacting all or the majority of users on a production system.  >25% of total population is affected.  Losses or exposure is immediate with NO WORKAROUND options. Priority 2 Almost the same as Severity 1 description, however, impact and urgency is not as severe. Large number of customers are impacted by a service outage.  Significant case that is causing work to slow or stop.  >15% and <=25% of total population is affected. Losses or exposure are eminent, or are immediate, but can be reduced with workarounds. Priority 3 Refer to any issues or gaps in application software, system software, IT and support infrastructure, and SOME performance degradation or loss of Service or Service functionality. Minor or no impact on the customer's business operations.  Affects two to a few users.  <=15% total population is affected. Minor or no business loss or exposure.  User inconvenience.  Priority 4 A user question or service request for a supported Service.   No impact on the customer's business operations.  Affects one user. No business loss or exposure.  User inconvenience. Will have to verify with JD if there is a separate SLA or special handling of incidents vs. requests reported via Portal

I have to report an IT incident that needs to be attended to immediately (e.g. multiple users are not able to work because of the IT incident). Can I use the Service Portal to report this critical incident? While you may still use the Service Portal to report an IT incident to get assistance, it is highly adviseable to report critical incidents (incidents with Priority Levels 1 and 2) via a phone call to the Service Desk (local 0800). Service Portal tickets are attended to using the first in, first out (FIFO) method.*** Will have to verify with JD if there is a separate SLA or special handling of incidents vs. requests reported via Portal

Service Desk is available 24x7!* What happens to my request/incident I submitted via the Service Portal? Some requests require approval and procurement before they can be fulfilled. You will be contacted by the Service Desk once your request has been approved and is assigned to the Resolver Group who will approve and/or fulfill your request. Service Desk is available 24x7!* *Please take note that while the Service Desk may be contacted 24 hours a day, 7 days a week, the IT Support team’s work hours is from 8am – 7pm from Mondays thru Fridays only.

Do you need assistance? Contact us: DTSI Service Desk Phone: 0800 Email: servicedesk@dtsigroup.com Self-Service Portal: https://dtsi.service-now.com/dtsi_internal Do you need assistance?