Remedy Service Management Interface Beth Slade If you wish to join us by telephone please do so on the following number: Telephone: 0203-751-5680 | Conference ID: 1392469 INSTRUCTION: Title slide only For use at start of call while waiting for participants to dial in.

? 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 ?

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

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

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

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

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

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

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

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

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

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