Intergraph Service Desk Portal

Transcription

1 Incident Management

2 2005 Intergraph Corporation. All rights reserved. This document contains proprietary and confidential information belonging to Intergraph. All intellectual property rights (which includes copyright, designs, patents, trademarks, semi-conductor or circuit layout rights) in this document belong to Intergraph. Without limitation, the structure, format and content of this document (other than content which has been provided by a third party) comprise the intellectual property of Intergraph. Unless expressly authorised by Intergraph, the copying or reproduction of any part of this document is prohibited, and the use to which this document may be put is limited as set out herein, or in the contract to which this document relates. The Intergraph Quality Management System is currently accredited and certified to the requirements of AS/NZS ISO 9001:2000. This document is controlled as per Intergraph Procedure 805 Control of Project Documents. Software development is controlled using Intergraph Project Management processes in conjunction with Visual SourceSafe. Intergraph Corporation Level 3, 420 St Kilda Road Melbourne Vic 3004 Australia Phone: +61 (03) Fax: +61 (03)

3 Document Control Summary Information Document Name Document File Name Intergraph Service Desk Portal 1.0 Document ID Document Version or Release No: ISDP Release or Version Date 07 Oct 2008 Audience/Distribution Owner Author Editor Reviewer Internal & External Intergraph Vicki Browne Vicki Browne, Stewart Mala Marcos De Souza Change Summary Change Number Change Made Date Document Version or Release No: Change Trigger Change Description Reason for Change Authorised Approver / Title / Signature Date Approved

4 Service Desk Welcome! It is our pleasure to present the Intergraph Service Desk Portal. This Service Desk Portal (or just Service Desk) is the new incident management tool that will be used by Intergraph customers. Other functionalities such as, Change, Configuration and Service Management, will become available in the future. Service Desk allows Intergraph and the customer to report incidents and service requests, which can be updated by the reporter at any time. s are generated by Service Desk that will notify the customer and Intergraph personnel when an incident is updated. User name = <your LAN user name> Password = <leave blank> You will then be prompted to change it. Incidents will be related to an agreed SLA. Incidents will be assigned a priority based upon severity of impact and urgency. User, product and SLA information are input by the System Administrators who are also able to edit this information if required. Service Desk is user friendly and intuitive. This guide will give you a basic overview and a step by step guide to incident management as now used within Intergraph. It has been designed to improve and enhance the quality of software support now offered to Intergraph customers. Over time more data will be put into Service Desk such as information windows and user alerts. The first step is to log in to the Portal go to: Page 4 of 17

5 Customers View - Welcome The following slides show what the customer view when logging in to Service Desk. The Customer Welcome window has options to create a new incident and view open incidents. Open incidents are listed and clicking on the Incident number will take the user to the Incident. Create new incident View open incidents. In this case, there are no open incidents. Page 5 of 17

6 Self Service Customers View When the user clicks on create new incident a new window opens up. This window allows them to enter their problem. Once they fill in the form and click on submit, an is sent to Intergraph telling them that an incident has been entered into Service Desk. What Product Group is affected? The customer can choose the product group from a lookup table. The lookup table will only contain products that the logged in customer has licenses for. What Product is affected? The user can choose the product from a look up table. The lookup table has a list of products that are dependent upon the chosen Product Group. Business Impact: What impact does this fault have on the business? Short Description: The user enters a few words to clearly define the problem, this will be in the incident table summary. Please describe your issue below: The user enters a thorough description of the problem. Wherever the user sees the icon, they can pick from a look up table. Page 6 of 17

7 Self Service Desk Customers View As the Product Group is GeoMedia, only the GeoMedia products are available to choose from Once the form has been filled out, submit will save the incident. Notification s will get sent out. Page 7 of 17

8 Self Service Desk Customers View This incident that was just entered has now been added to My Open Incidents Information that was input by the user Incident Number automatically generated when the user creates the incident click on this to open the incident. Short Description the few words to define the problem. Impact Impact on the customer s business. Hovering the mouse over any table item that has the icon next to it will bring up a summary of what exists in the database about that record. Caller the customer click on this to show information on the caller Status the status of the call. Created date and time incident was created. Page 8 of 17

9 Self Service Desk Customers View Clicking on the incident number will take the user to the incident form. This is similar to the Internal form. The incident can be updated and added to here by the customer. Once the user clicks on update, the incident is updated and notification s are sent out. Short description Entered into customer comments after original incident was submitted Original description Page 9 of 17

10 The Intergraph View of the Customer Incident Once the customer has entered an is generated and sent to the Project Manager. The new incident can be seen on Intergraph s window. Intergraph user Incident can be seen with the short description, the impact, customer name and time and date that the incident was created. Clicking on the Incident number will open that incident. Page 10 of 17

11 The Intergraph View of the Customer Incident All the information that the customer entered is available to the Intergraph User as well as whether there is an SLA. The SLA field is automatically updated by Service Desk. The Intergraph user has the ability to assess the fault and change the impact, this will affect the urgency and priority of the incident. The incident gets assigned to a Project Group and to a person. The incident get assigns to a project group and then assigned to a person Communication is made back to the customer via the Customer Comments window. Internal notes are for Intergraph internal use only. These are not seen by the customer, but they are seen by all internal staff who has access to this incident, this is so they can discuss the incident with each other and have a history of their comments. They are also included in the internal history. The Customer receives notification of the updates and the incident is updated on their system. Communication back to the customer Customer s comments Internal notes won t get seen by the customer, but these will be seen by internal users Page 11 of 17

12 The Customer s View of the Incident The Customer s site is updated with Intergraph s input Customers latest comments that will be seen on Intergraph s view Customer comments that were just entered by Intergraph Page 12 of 17

13 The Intergraph View of the Customer Incident The Incident can be re-assigned and updated Incident has been reassigned Explanation to the customer Once a resolution has been made, it is up to the customer to accept it Attach files Only seen by Intergraph users Change status While the incident is being worked upon, updates and comments can be sent to the customer to keep them up to date with what is happening. In the case above, the incident has been reassigned and the fault is in the progress of being resolved. Once the incident is resolved, files can be attached and sent to the customer as well as information that they may need. The status changes and it is up to the customer to accept the resolution prior to Intergraph closing the incident. Information for the customer Incidents can be reopened by System Administration if required. Page 13 of 17

14 The Customer s View of the Incident On the Customer s site, the status of the incident changes according to the changes made at Intergraph. Once the customer has checked the resolution and is happy with it they accept it and this is sent back to Intergraph so that they can close the incident Status has changed in the Customer s Self Service Window Once happy the customer accepts the incident Page 14 of 17

15 The Intergraph View of the Customer Incident Incident status is updated to closed Incident is removed from the open incident window Once Intergraph get notification that the incident has been accepted, they change the incident to closed and fill out the completion details at the bottom of the form. Now exists in the closed job window This, removes the incident from the Open Incident window at both the internal and customer sites. The job is added to the Closed Incidents at both sites. Page 15 of 17

16 Incident - Closing Once the customer has accepted the resolution and the incident status has changed to closed. The completion window is to be filled out. If Auto-close is ticked, the incident will automatically close in 20 days. This is a summary of the resolution. When closing, completion details are filled out. Page 16 of 17

17 Examples of Some of the s Sent An is generated whenever a new incident is put into Service Desk and submitted. Further s are generated whenever there is a change or update to the incident and it is submitted. The s are generated from: service-desk@intergraph.com The first is sent to the Project Managers who then assigns the Incident. Each customer will have one central address that all faults are generated from. Clicking on LINK will link to the incident Incident closed Incident assigned back to customer for approval to close Comments added to incident Incident is assigned Customer submits Incident Page 17 of 17