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. How can I access the Self-Service web portal? You must create your username and password in the portal: https://dtsi.service-now.com/dtsi_internal

What should be my User name and Password? First, you must create your User name. The format is the same as your Windows login. Take note that the User name is not single-sign on and needs to be created when accessing the portal for the first time. Once you have entered your User name, the Password is Dtsi12345. You will be prompted to change your password afterwards.

I have to report an IT incident that needs to be attended to right away. Can I use the Service Portal to report a 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 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

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»:

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?