1. Remedy Service Management Interface
Beth Slade
If you wish to join us by telephone please do so on the following number:
Telephone: | Conference ID:
INSTRUCTION:
Title slide only
For use at start of call while waiting for participants to dial in.

2. ? 1.0 REC Welcome to the Remedy Service Management Interface webinar
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
Welcome to the Remedy Service Management Interface webinar
1.0
REC ?

3. Today’s agenda Introduction Overview Raising Incidents Raising
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
Today’s agenda
Introduction
Overview
Raising
Incidents
Raising
Requests
Viewing Open Tickets
Wrap-up

4. Overview of the full service desk: 24 x 7 x 365 operation
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
Overview of the full service desk:
24 x 7 x 365 operation
Integrated second line support
Self Service capability
Same contact details as today

5. Select Service Management menu Select Remedy
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
Select Service Management menu
Select Remedy
You will be presented with the Remedy Service Management Interface
Enter Username
Enter Password
Select Log In

6. Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction

7. Demonstration: Raising an Incident
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
You should raise an incident when you have an issue with something; something is broken or not working as expected.
Click on the Issue with Something link
You will be presented with four subcategories as follows:
CMOS Connectivity Issue
CMOS Issue
CMOS Performance Issue
Something Else
Demonstration: Raising an Incident

8. Demonstration: Raising an Request
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
You should raise an request when you need something new or an alteration to something.
Click on the Request Something link
You will be presented with five subcategories as follows:
Default Channel Amendment
Archived Jaspersoft Reports
Remove / Create Remedy Authorised User
Request for a new/other report
Something Else
Demonstration: Raising an Request

9. Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
The new incident or request raised will be shown at the top of the console. You will note the request ID – this can be used in all communications with the Service Desk if you need to speak to a support analyst.
The relevant status of the request can be shown – this can be changed using the drop down options.
The number of open tickets will be shown in the left hand menu.
Any working entries – added by support teams or yourself will be shown in the Activity Log box. 2 1 3 4

10. Demonstration: Viewing Open Tickets
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
To add an entry to the Activity Log select the Activity Log tab. 1
Demonstration: Viewing Open Tickets

11. Today we covered the following:
Wrap-up
Viewing Open Tickets
Raising
Requests
Raising Incidents
Overview
Introduction
Today we covered the following:
Overview of the service desk and the Service Management Interface
Navigating to the Service Management Interface
Raising Incidents in the Service Management Interface
Raising Requests in the Service Management Interface
Viewing open Incidents and Requests
Further information:
Both the Wholesaler and Retailer User Manuals will be updated providing more detail

12. Thank you…
REC ?
Feedback
*** Dan leads the QnA section ***