1. SERVICE MANAGER 9.2 OVERVIEW Service Manager 9.2 Overview August, 2011

2. Service Manager at a Glance Service Manager 9.2 Overview  Service Manager leverages the features of Service Center with industry best practices.  Service Manager is a web-based system with the following components: SERVICE DESK (replaces Service Management) INCIDENT MANAGEMENT CHANGE MANAGEMENT PROBLEM MANAGEMENT (replaces P99/55 tickets) Quickly manage, document and resolve Interactions Provides comprehensive incident control Minimize business risk and promote strategic planning Investigate and fix root causes of recurrent incidents

3. What’s New? Service Manager 9.2 Overview  Cleaner, modernized screens for an improved user experience  Automatic notifications to customers that tickets are closed  Problem Management – an industry standard for root cause analysis and known issues  Change Management – allows for monitoring changes in real time and quicker entry of operational tickets  Dashboards and charts available for users to monitor their teams’ performance

4. New Terms Service Manager 9.2 Overview  Business Services: Business Services is the method of categorizing our products. The Business Services that we will use are:  CI (Configuration Items): Configuration Items include products and services. A few examples are: Academic Clinical Enterprise Facilities Financial / Administrative Hardware Miscellaneous Network Printers Software Telecom Adobe Connect Internet Connectivity POE

5. New Terms (cont’d) Service Manager 9.2 Overview  Interaction – An Interaction is the replacement for a call ticket that the IT Help Desk opens. Currently, they are listed in Service Center as 11CALL75432. Interactions are listed in Service Manager as SD10321. SD designates the Service Desk module.  Impact – is an indicator of how much of the business is affected by the issue  Enterprise - The issue affects the entire company or multiple regions  Site/Dept. – The issue affects a region, an entire building or an entire department  Multiple Users - The issue is isolated to sections within a single building or a workgroup  User – The issue is affecting an individual  Urgency – is an indicator of how quickly the issue must be resolved  Critical - All tasks or functions are halted. No workaround available.  High - Some tasks or functions are halted or severely impaired. Work around is not easy.  Average - Tasks and functions can be completed but with impaired or disrupted capacity. Workaround is available.  Low - All tasks can be completed, no disruption to service. The function disrupted is not critical to the normal business operations or a request has been made for new service.

6. Priority Classification Service Manager 9.2 Overview  Impact & Urgency will now calculate the Priority of a ticket.  Keep in mind, issues that require an automatic escalation to a Priority 1 or 2 will remain that way. Priority Assessment Matrix Impact 1 – Enterprise 2 – Site/Dept 3 – Multiple Customer 4 – Customer Urgency 1 – Critical 2 - High2 – High 1 – Critical2 - High 3 – Average 2 - High 3 - Average3 – Average 4 – Low 2 - High3 - Average IMPACTURGENCYPRIORITY

7. Access Service Manager 9.2 Overview  Access SM at:  https://srvmgr.johnshopkins.edu/sm/index.do https://srvmgr.johnshopkins.edu/sm/index.do  Supported Browsers:  Internet Explorer 7 & 8  Firefox 3 & 3.5 (Windows and Mac)

8. Summary Points Service Manager 9.2 Overview  Service Center –the current technical support system used by IT@JH is being replaced with a new system called Service Manager.  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  Service Manager is a web-based ticketing application and includes modules for Incident Management, Problem Management, Interaction Management, and Change Management.  Training and Overview sessions for Service Manager have begun and will continue indefinitely as needed. Also, instructional videos and guides will be posted online.  Questions or concerns regarding Service Manager can be directed to Missy Wisniewski, Director, Technical Support Services at: missyw@jhu.edu