Service Manager Service Desk Overview June, 2011

Service Desk - Overview The Service Desk module will serve as the primary entry point for logging and tracking all incoming interactions to the IT Help Desk. IT Help Desk Agents will close the interaction record if the issue is resolved on the first contact. An Incident Ticket will be created from the interaction if the issue is a service disruption and cannot be resolved by the initial interaction taker. If the interaction is considered an incident by the agent, they can categorize the ticket as an “incident”; regardless of whether the interaction is escalated to an Incident, the “incident” categorized interaction will be considered an incident for reporting purposes An Incident Ticket will not be created for every interaction. Interactions closed without a related incident should be considered and reported as a “First Level Resolution”. Agents will have the ability to save Interactions Underlying principles of the Service Desk function

Service Desk – Overview (cont’d) Upon escalating an interaction to an incident, the system will provide the Agent a list of existing open incidents that may be related to the interaction that is being escalated Designated Assignees will receive an e-mail notification for all Incidents P1 through P3…Pager Notifications will only be sent for Incidents P1 & P2 When a related incident is closed, the incident’s resolution information will be added to the related interaction record. Customers will receive e-mail notification that their interaction has been closed Agents will have the ability to create contact records from an interaction record if a customer contacts the Service Desk and does not have a Service Manager contact record

To Do List Is accessible upon login Provides a central point to navigate to the most common functionalities that one would perform in Service Manager

Navigator The Navigator has two parts: • Favorites and Dashboards Contain frequently used queries and charts • Menu Navigation Contains the users Menu Options

Service Manager Form

Messages Service Manager notifies you when you have activity messages to review. For example, each time you add or change a record, open or close an Incident, complete a task or an error occurs, Service Manager generates a message.

Smart Indicators Appear adjacent to an input field when there are other records (incidents, interactions) related to the given field value and launches a form that allows the user to view related records

Buttons Saves the content of the screen and takes user to previous screen/new interaction screen Saves the contents of the current screen and remains on the current screen Performs a query of the field table based on provided information and will “fill” the field if a single match is found; otherwise will display a filtered list of records. Finds more information on the given field by taking the user to that record Active when there are other records (incidents, interactions) related to the given field value and launches a form that allows the user to view related records In the web client, this shows the user the list of system messages presented in their session Allows user to print the details of current record

Creating a New Interaction From the navigation pane, expand “Service Desk” and select “Register a New Interaction” Fill out all pertinent information and click “save” to create record or “close interaction” to create the record and close. Note: Required fields are indicated by a red asterisk (*).

Service Desk Screen – Open Interaction Full Name present for all contact Information Critical User bands Editable location; populated from contact record Building/Room/Floor populated from contact record Critical CIs displayed on forms Priority override for defined CIs

Notes Section To enter in Patient information click on the more button. Notes can only be entered once an interaction becomes an incident. Click on Notes to open notes where patient data can then be entered

Notes Section (cont’d) You will get this message stating that the note was saved User, date, and data will be displayed and remain in the notes section Click back to go to previous screen

Using Templates In Service Manager, Templates replace Service Center “Cause Codes” From a new interaction, select “Apply Template” Choose the appropriate template by double clicking. Note: The Service Desk Management team can create new templates New interaction is now pre-populated.

Updating an Existing Interaction From the navigation pane, expand “Service Desk” and select “Interaction Queue” Open record to be updated. Make updates as needed including update type and notes and click save. Select “Visible to Customer” if updates should be seen by customer. Save Interaction record Previous updates are stored in a journal fashion.

Closing an Existing Interaction From the navigation pane, expand “Service Desk” and select “Interaction Queue” Open record to be updated. Make updates as needed. Fill out solution and click, “close interaction”.

Service Desk Screen – Escalation Allows Agents to pick from complete list of Assignment Groups Assignee is required prior to escalation

Customer Verification For Critical Customers, the “notify by” will be set to “telephone” When the incident is closed, the related interaction will move to an “open-callback” status, and appear in the “Interactions requiring customer verification “ queue Agent will be prompted to enter “required actions” (call customer) prior to closure

Service Desk Screen – Required Actions If a related incident is closed and the customer requires a callback, the tool forces the user to enter a “required action” where they must either: Record that the customer confirmed the fix Reopen the incident

Access Feel free to access the test system at: Supported Browsers: http://srvmgr-stage.johnshopkins.edu/smuat/index.do Note: While single sign on will be enabled for the production system, it is deactivated in the test environment. Please login with your JHED ID only. No password is needed in the test environment. Supported Browsers: Internet Explorer 7 & 8 Firefox 3 & 3.5 (Windows and Mac)

Summary Points Service Desk: the primary entry point for logging and tracking all incoming interactions to the IT Help Desk. Notifications: E-mail will be sent to assignees for all P1-P3 Incidents. Pages will be sent only for P1 & P2 Incidents. The “Go-Live” date for Service Manager is the evening of July 8, 2011.  Service Center tickets will not be transferred over to Service Manager automatically…open Service Center tickets need to be closed if possible