1. Advanced i ServiceDesk Setup and Customization Tim Prado Dan Maddux TMA Systems

2. Customizing i SD A Few examples Understanding the concepts Making the changes Should I have TMA make the changes? Testing Roll Out

3. A Few Examples

7. Understanding the Concepts Understand basic HTML Select a decent editor Consider some training If you’re an HTML expert, this is a breeze

8. Here’s a quick test //--> Add the following line of code below the LOG_RQ_FK code: <input type=”hidden” name=”LOG_RC_CODE” size=”20” value=”PP” - replace PP with the repair center code.

9. Making the Changes Download default pages from support site Make a folder to store the original files Copy the working files into your i SD folder Make your changes in a test environment Refresh the pages as you make changes Save completed files in a separate folder

10. Should TMA make the changes? If you do not know basic HTML You don’t have staff that with the knowledge If you want to have support on the pages You are willing to schedule the service You have the budget to do so

11. Testing You must test your changes thoroughly Regardless of who made the changes Step through every page to completion Verify that data made it to WebTMA

12. Roll Out You don’t have to roll it out to everyone Sample rollout to select group Verify that changes, spelling, grammar, phone numbers, links are correct and working Roll it out to your entire client base Be a success and verify that success with customized surveys

13. Let’s Look at It Live

14. Questions? Please complete the evaluation.