1. 1 ITSS This overview contains three main sections How to Register for ITSS Application Access Contains guidance on how to create your profile and access the Dashboard, SmarterTrack and other ITSS sites How to Update your Profile Contains guidance on how to update your profile to reflect your project assignments and access the ITSS Dashboard SmarterTrack Overview Contains a walkthrough of common functions within SmarterTrack, including how to create and handle a ticket Welcome!

2. ITSS How to Register for ITSS Application Access June 18, 2014 ITSS Request Management Tool 2

3. 3 ITSS Access ITSS Portal https://psdc.deloitte.com/requests/Main/Default.aspx - Visit this link to access Deloitte’s US Delivery Center Portal Page - This link is accessible via Deloitte, Internet or CWOPA network

4. 4 ITSS Select ‘New User?’ Registering to use ITSS Dashboard and SmarterTrack

5. 5 ITSS Registering to use ITSS Dashboard and SmarterTrack Sign in using your Deloitte credentials

6. 6 ITSS Registering to use ITSS Dashboard and SmarterTrack Click on ‘Projects’. From the drop down list that appears, select the project(s) that you are a part of.

7. 7 ITSS Registering to use ITSS Dashboard and SmarterTrack To select, click on the necessary Project acronym

8. 8 ITSS Registering to use ITSS Dashboard and SmarterTrack Once you are certain you have selected the correct Project(s), click ‘Register’

9. 9 ITSS Registering to use ITSS Dashboard and SmarterTrack Congratulations, you have successfully registered for Project access!

10. ITSS How to Update your Profile for Applications on ITSS Dashboard June 18, 2014 ITSS Request Management Tool 10

11. 11 ITSS Access ITSS Dashboard https://psdc.deloitte.com/dashboard - This link is accessible via Deloitte, Internet or CWOPA network - Please log in with your Deloitte credentials

12. 12 ITSS Updating your Profile on ITSS Dashboard Sign in using your Deloitte credentials

13. 13 ITSS Updating your Profile on ITSS Dashboard

14. 14 ITSS Updating your Profile on ITSS Dashboard Click the drop down arrow next to your user name and select ‘Update Profile’

15. 15 ITSS Updating your Profile on ITSS Dashboard Click on the ‘Projects’ drop down to see and edit from the list

16. 16 ITSS Updating your Profile on ITSS Dashboard Click next to each Project to select or deselect it from your profile, then click ‘SAVE’

17. ITSS SmarterTrack 10x Overview June 18, 2014 ITSS Request Management Tool 17

18. 18 ITSS Access ITSS Portal https://psdc.deloitte.com/requests/Main/Default.aspx - This link is accessible via Deloitte, Internet or CWOPA network - Please log in with your Deloitte credentials

19. 19 ITSS Logging on to SmarterTrack

20. 20 ITSS Updating your Profile You can edit your personal settings by clicking the drop down arrow next to your user name and selecting ‘My Settings’

21. 21 ITSS Updating your Profile Enter the email account that you wish to receive ticket confirmation to, then select ‘SAVE’ (CWOPA or Deloitte ONLY)

22. 22 ITSS SmarterTrack Home Screen

23. 23 ITSS Submitting a Ticket

24. 24 ITSS Submitting a Ticket Click on ‘Start a New Ticket’ to begin the ticket creation process

25. 25 ITSS Submitting a Ticket * indicates mandatory fields Click the drop down and select the Department from the list, then click ‘Continue’

26. 26 ITSS Submitting a Ticket (Example) * indicates mandatory fields

27. 27 ITSS Submitting a Ticket * indicates mandatory fields Click each field and select your choice from the list, then click ‘Continue’

28. 28 ITSS * indicates mandatory fields Submitting a Ticket (Completed Example)

29. 29 ITSS Submitting a Ticket * indicates mandatory fields Enter your details into the fields provided. Please ensure that all information is accurate and complete. Any additional instructions can be entered into the Message Body field

30. 30 ITSS Submitting a Ticket (Completed Example) * indicates mandatory fields Once you have accurately supplied the required information, click ‘Start Ticket’ Notice – On the right side of the screen, Knowledge Base links are automatically provided to assist in ticket creation

31. 31 ITSS Ticket Confirmation This screen will show confirmation that your ticket was successfully submitted, along with the ticket # and summary

32. 32 ITSS Ticket Confirmation You will also receive a confirmation email that your ticket was successfully submitted, including ticket #

33. 33 ITSS Viewing/Replying to Tickets Select the ticket you wish to View, Update or Reply to

34. 34 ITSS Viewing/Replying to Tickets Add your message in the field provided, then click ‘Send Reply’

35. 35 ITSS All updates, messages and replies will be shown in descending order with the Date and Timestamp for each Viewing/Replying to Tickets

36. 36 ITSS Closing your Ticket Type a brief message in the field provided, click the ‘This ticket can be closed’ checkbox then click ‘Send Reply’

37. 37 ITSS Closing your Ticket After your ticket has been closed by an ITSS agent, you will receive a confirmation email and see your ticket on the My Tickets screen showing it’s status as ‘Closed’

38. 38 ITSS Flow chart of your Ticket SR submitted ITSS receives SR Does SR have all the required information? SR will be returned to submitter No SR updated and resubmitted Does SR have all the required information? No SR processed and confirmation email sent SR Closed Yes This flow chart provides a step by step look at the ticket validation and processing procedure followed by ITSS Yes

39. 39 ITSS Other Features

40. 40 ITSS Knowledge Base Search the Knowledge Base to find instructions, department descriptions, DPW guidelines, and other helpful information

41. 41 ITSS News Stay up to date on current news about supported projects and SmarterTrack

42. 42 ITSS Community Threads This is a new feature that allows users to share ideas or resolutions to common problems. You can search for existing topics, or create a new thread

43. 43 ITSS Community Threads Select your option from the drop down list provided

44. 44 ITSS Community Threads Enter a title. Then in the message body, state your question whilst providing as many details as possible. Once completed, select ‘Create Thread’

45. 45 ITSS Community Threads (Completed Example)

46. 46 ITSS Community Threads Your thread has been created and is posted on the Community page

47. 47 ITSS Community Threads Replying to a Thread- Enter your reply into the message body, providing as many details as possible. Once completed, select ‘Post Reply’

48. 48 ITSS Community Threads Your reply has been added to the thread, and a new reply window is still available for additional replies.

49. 49 ITSS Community Threads You can click the ‘Subscribe’ button to receive an update by email whenever a new post is added to the thread

50. 50 ITSS Community Threads When the question has been answered correctly. The thread creator can select the ‘Answered’ button. Also, ‘Mark as Answered’ the correct response from the list of replies