1 Guided Tour Release 4.60 CS-CSM-GT Revision 4.60e 28 May 2014 Prepared exclusively for All Rights Reserved. Innovative Technology Built on Yesterday's Values
2 Copyright Cherwell Service Management and the Cherwell logo are trademarks or registered trademarks of Cherwell Software, LLC, in the U.S. and may be registered or pending registration in other countries. ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries. All other trademarks, trade names, service marks and logos referenced herein are the property of their respective owners. The information contained in this documentation is proprietary and confidential. Your use of this information and Cherwell Service Management is subject to the terms and conditions of the applicable End-User License Agreement and/or Nondisclosure Agreement and the proprietary and restricted rights notices included therein. All Rights Reserved. Cherwell Software, LLC Oracle Blvd., Suite 200 Colorado Springs, CO USA Revision History Revision Date Comments November 2012 Cherwell Service Manager (CSM) 4.3 release July 2013 Cherwell Service Management (CSM) 4.60 release. 4.6e 28 May 2014 Cherwell Service Management (CSM) 4.60e release. Guided Tour ii
3 Welcome to Cherwell Service Management (CSM)... 1 About this Guide... 2 Getting Started... 2 Preliminary Overviews... 2 Requirements... 2 Cherwell Windows Client... 2 Cherwell Browser Client... 3 Cherwell Portal Client... 3 Cherwell Mobile App... 3 iphone/ipad (ios 4.3 & up)... 3 Android (4.2 & up)... 4 Non-Android/iOS Devices... 4 The Cherwell Approach... 5 ITIL Made Easy by Cherwell... 5 Other Useful Icons and Tips... 5 Cherwell Service Management Tour... 6 Log into CSM... 6 Tour the User Interface... 7 Dashboards, Metrics, and Reports... 8 Dashboards... 9 Reports Excel Integration On-Demand/Ad-Hoc Reporting Self-Service Portal Service Catalog Working with Records and ITIL Processes Request Fulfillment Incident Management Problem Management Change Management Using Cherwell Tools Quick Searches Stored Queries Table Management One-Steps Take Away Appendix A. CSM User Interface CSM Main Window CSM Menu Bar CSM Toolbar About Cherwell Software Contact Information Guided Tour iii
4 Welcome to Cherwell Service Management (CSM) Cherwell Service Management (CSM), developed by Cherwell Software, is a seamlessly integrated, Web-enabled IT Service Management (ITSM) software solution. CSM offers a customizable, scalable, Out-Of-The-Box (OOTB) solution based on ITSM best practices and the ITIL framework. Use CSM to manage daily Incidents and Service Requests, or utilize CSM s robust processes (Incident Management, Problem Management, Change Management, Configuration Management, Release Management, and more) to fully integrate your organization s ITSM processes. CSM delivers OOTB functionality for common ITIL functions; however because ITIL is a framework (and not a step-by-step methodology), and because every company is unique, CSM provides the flexibility to add, remove, or change our OOTB functionality to address your company s business requirements. Although priced for small to mid-sized companies, CSM provides the power of an enterprise solution your company will never outgrow. Designed by industry experts, CSM is a revolutionary new product built from the ground up using Microsoft s.net technology and the framework of ITIL best practices. It offers enterprise-level features without enterprise-level cost or complexity. Guided Tour 1
5 About this Guide Welcome to the Guided Tour of the CSM Evaluation Version. The objective of this evaluation is to provide you an opportunity to experience a portion of the CSM functionality. IMPORTANT NOTICE: This Evaluation Guided Tour provides an introduction to CSM but has limitations on the ability to show the complete power and flexibility built into the heart of our innovative software. The screens you experience during your evaluation are just one possible view of how the information can be displayed. One of many powerful and flexible features, CSM allows you to easily customize the screens and information to your organization s desires. If you desire a full-featured, customizable evaluation package, please talk with your Cherwell Business Development Director. Our objective in creating this software was to combine the ease and simplicity of an OOTB Service Management software with the power and flexibility of a full-featured customizable enterprise solution. This evaluation provides insight into the basic functionality of the software. We are confident that CSM has the power, flexibility and simplicity to meet your company s Service Desk needs. Getting Started Preliminary Overviews If you have not previously attended a CSM webinar or personal demonstration, we encourage you to connect with your Cherwell Representative before you begin your evaluation. Requirements You must make sure that port 443 is open. If you do not have access to port 443, please contact your network administrator. You also need to have local admin rights to install the software. If you are unable to open port 443, you can access CSM via the Browser Clients. Cherwell Windows Client If you expect to be a frequent user of CSM, you will want to access CSM via the Windows Client, just as you probably prefer the MS Outlook client over Outlook Web Access. You can download and install the Windows Client by clicking this link or pasting it into your browser: Your Username: andrew susan Your Password: pass -orpass Once installed, refer to the rest of this document for assistance as you explore some of the features of CSM. Guided Tour 2
6 Cherwell Browser Client You can utilize the Browser Client when away from your primary computer to perform practically any ITrelated task or if you are using a non-windows machine like a Mac. You can access the Browser Client by clicking on this link or pasting it into your browser: Your Username: andrew susan -or- Your Password: pass pass Once you gain access, refer to the rest of this document for assistance as you explore some of the features of CSM. Cherwell Portal Client Provide 24x7 services from your Service Desk to your end-users with Cherwell self-service Portal Client. Click the link and see for yourself how your customers will interact with your ITSM team via your selfservice Portal: User Name: susan1 amy -or- Password: pass pass Cherwell Mobile App If your service desk technicians expect to be on the move and need basic access to CSM, try using the Cherwell Mobile App. You have three options depending on the type of mobile device you are using: iphone /ipad, Android, and all others, like Blackberry. iphone/ipad (ios 4.3 & up) To access the Cherwell Mobile (iphone/ipad) User Interface: 1. Download icherwell from the Apple App Store. 2. Launch icherwell. 3. You will be asked to configure the server. Click OK. Server: Your Username: andrew -orsusan Your Password: pass pass Guided Tour 3
7 Android (4.2 & up) To access the Cherwell Mobile (iphone/ipad) User Interface: 1. Download Cherwell Mobile from the Google Play store. 2. Launch Cherwell Mobile. 3. Tap the pencil to create a connection and click the icon in the upper right corner. 4. Enter the following configuration: Name: Cherwell Demo URL: 5. Back on the main screen, use the following credentials: Your Username: andrew -orsusan Your Password: pass pass Non-Android/iOS Devices To access the Cherwell Mobile web User Interface: 1. Go to the browser on your phone. 2. Enter the following URL: 3. Use the following credentials: Your Username: andrew susan -or- Your Password: pass pass Guided Tour 4
8 The Cherwell Approach CSM is a seamlessly integrated, Web-enabled Service Desk software solution. Although priced for small to mid-sized companies, CSM is an enterprise-level powered solution your company will never outgrow. Designed by industry experts, CSM is a revolutionary new product built from the ground up using Microsoft s.net technology and the framework of ITIL best practices. It offers enterprise-level features without enterprise-level cost or complexity. ITIL Made Easy by Cherwell Cherwell Service Management allows you the option of implementing ITIL best practices "by default." That is, by simply using CSM, you can implement ITIL methodology without first mastering ITIL theory. According to ITIL, the Service Desk is that part of the IT organization that is responsible for the key activities associated with the delivery of IT customer support on a daily basis. These activities involve Incident Management and Release Management. While some organizations might not be ready to fully embrace ITIL, nearly all Service Desks perform the underlying functions and activities that are at the core of ITIL; most are unable to easily record and fully automate these processes using their current software system. Without proper automation, your IT organization is not able to receive credit for all the work you perform. More importantly, many tasks fall through the cracks. Cherwell Service Management allows you to understand and implement ITIL at your pace. By simply configuring your company's procedures, methodologies, and priorities within CSM s automated ITIL framework, ITIL compatibility is a by-product of using our system. With our technology, we make the implementation of ITIL EASY and AFFORDABLE! Other Useful Icons and Tips You ll find the following icons, buttons, and commands useful as you navigate through CSM. Menu Item Action Description Go To Goes to the source record. Quick View Opens the item in a second window so you can take a quick look at the details. Note: You are accessing a public evaluation site, and others are using/modifying our sample data as well. While we refresh the database nightly, the modified evaluation data might be slightly different from that represented in the guide. If you have any questions regarding CSM and/or the Evaluation Version, please contact your Cherwell Representative. Guided Tour 5
9 Cherwell Service Management Tour Log into CSM 1. Select Start>All Programs>Cherwell Service Management>Cherwell Service Management. The Connect to Cherwell Service Management window opens, listing your available connections. 2. Select the database, and then click OK. The Login window opens. 3. Type the credentials from page 2 above. You are connected to CSM. The CSM main window opens. Let s get started! Guided Tour 6
10 Tour the User Interface The CSM User Interface (UI) is dynamic and customizable. Each user has a personal interface controlled by login (role), rights, and preferences. For example, your home page Dashboard (displayed in the Main Pane by default when you log in or click the Home button) might display real-time Incidents, Twitter feeds, or metrics for your team. Your calendar might display your active Tasks. Your Task Pane might display your common reports or One-Steps. Toolbars and panes are dynamic, so they change to accommodate active content. Toolbars and panes are also customizable, collapsible, and dockable so that you can display what you want and put it where you need it. The following figure shows two sample main windows: 1) displays a sample Dashboard (customizable, of course) in the Main Pane. (2) displays an OOTB Service Catalog record, along with its OOTB arrangement (related information). All record forms and arrangements are customizable. Notice that the Knowledge and Quick Search Panes (right) can be collapsed to allow more area for the record. Notice, too, that the Task Pane (left) and toolbars display information and actions specific for the active record. Note: See Appendix A: CSM User Interface for descriptions of the Menu Bar and Toolbar. Guided Tour 7
11 Dashboards, Metrics, and Reports Upon logging in, the first screen you see is your Dashboard. This Dashboard is designed to help you locate and record information quickly. Remember, this is only one possible Dashboard view; you can have any kind of look and feel you desire for your Dashboard. In fact, because of the ease of customizing Dashboards and viewed screens, 100% of CSM users have changed the look and feel of their Dashboards to meet their specific needs and measurement objectives! At Cherwell, we do not believe that you collect data for data s sake. We do not even believe that you collect it for information s sake. Instead, you collect it so that you can continually improve the quality of your IT department and your end-user customer satisfaction. At Cherwell, we believe that RITE (Relevant, Integrated, Timely, Efficient) decisions can be made when the metrics are Relevant, Integrated, Timely, and collected in an Efficient manner. Think of CSM as your Business GPS to guide you. How do we do it? Dashboards Reports Excel Integration On-Demand/Ad-Hoc Reporting Self-Service Portal Service Catalog Guided Tour 8
12 Dashboards Dashboards provide real-time, at-a-glance information to track important Business Objects and performance indicators. Information is relevant to each User, Role, or Team versus a generic Dashboard that is overly complex or provides information a user does not need. CSM Dashboards are completely configurable by you, or you can opt to lock down the Dashboard so that everyone on the same Team (like First Level Support) must use the same Dashboard. Our Dashboard Viewer allows you to see the Dashboard without consuming a license, so give one to every manager in your company! To display your default Dashboard, click the Home Page button ( ) on the main toolbar. You can use one of CSM s OOTB Dashboards or you can easily configure your own Dashboard using the Dashboard Manager (Tools>Dashboards>Dashboard Manager). Guided Tour 9
13 Within the Dashboard Manager, you can edit or create a new Dashboard: To edit a Dashboard, right-click the Dashboard and select Edit Dashboard. To create a new Dashboard, click the Create New button ( ). Both actions launch the Dashboard Editor, where you can select the information to include on the Dashboard. Within the Dashboard Editor, you have the option to drag and drop a Widget from the pane in the lefthand column. After you place it on the screen, you can easily resize the Widget to fit your needs. Right-clicking the Widget in the pane in the left column allows you to edit the Widget, create a new Widget, or launch the Widget Manager. Guided Tour 10
14 Reports For historical data, CSM s built-in Report Writer allows you to see metrics and trending. You can create as many reports as you like. We also interface with Crystal Report Writer and MS SQL Reporting Services (Note: These options are not available in the public evaluation). Creating, running, or modifying reports do not consume a license. Within the Dashboard Report Widget are three reports: The report with the red arrow uses a date range that you must select. The report with the blue arrow shows graphs only (Manage by Exception). The report with the green arrow shows the 3D graph and text. Guided Tour 11
15 Excel Integration Sometimes you might want to take advantage of some of the power in Excel (particularly if you already have reports built in Excel). Two examples are our Financials and Customer Satisfaction survey. Clicking both exports the data and allows you to see the reports. Note: This option is only available if you have Excel installed locally on your machine. This functionality is not available in the Browser Client. On-Demand/Ad-Hoc Reporting Often, you want to immediately create a report. With CSM you can quickly and easily create reports, even add other data on the fly! Note: Currently, this option is not available in the Browser Client. Let s run a quick report on the number of Incidents that exist for the /Calendaring Service: 1. From the CSM Menu Bar, launch the Search Builder (Searching>Quick Search Builder). The Search Builder opens. Guided Tour 12
16 2. For Search type, select Incident. 3. Define your Comparison clause as: Incident.Service Equals /Calendaring. Incident.Service: To locate this field, select Down arrow>incident fields>service. Guided Tour 13
17 Equals: Select Down arrow>equals. /Calendaring: To locate this option, click the Table Management button, and then select the /Calendaring field (green arrows). 4. Click OK. Now that you have created the report, you can do multiple things with the report: Go to Record: Takes you to the individual record highlighted. Go to Record in New Window: Opens the record in a separate window. Queues: Allow you to place the record on a Queue. Actions: Allows you to run any One-Step action associated with the record. Print Grid: Allows you to print the report. Export Grid: Allows you to Export the grid. Guided Tour 14
18 Self-Service Portal Web portal technology is key to the future success of the Service Desk. With increasing business demand for enhanced services and improved access to information, Service Desk professionals will need agile, innovative, and flexible Web-based technologies to meet the demands and expectations of their users. The CSM Portal Client resolves a number of common pain points experienced by Service Desks and offers the following key functionality: Serve multiple customers, locations, constituents, etc., from one system. Create multiple Portals to provide services to different business groups. View and edit other people s records (approvals, add comments, withdraw requests, etc.). Anytime, anywhere access. No proprietary browser code. Use any modern browser, tablet, or mobile device. Help users to help themselves. With the Portal Client, users can log and resolve Incidents, access the Service Catalog, etc., freeing up IT resources to focus on higher level activities. For example, dramatically reduce network password reset requests using CSM s built-in password reset function. Guided Tour 15
19 Service Catalog Service Catalog: A database or structured document with information about all live services, including those available for deployment. The Service Catalog is the only part of the Service Portfolio published to Customers and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering, and request processes. In the working example, an HR employee, needs to on-board a new salesperson, Chris Smith. She logs into the Portal Client using an assigned User ID and Password. However, in your environment she probably would have done single-point sign using Windows Authentication/LDAP. To access Service Catalog and on-board a new employee: 1. Click Service Catalog>Browse Service Catalog. The Service Catalog screen opens. Guided Tour 16
20 Guided Tour 17
21 2. Choose Employee Support>New Employee setup and log in, if needed. The Request form opens. Use the Next and Back buttons to walk through the steps to complete the Request form. 3. Describe the Request (Step 1). 4. Fill in the details under New Employee (Step 2). Note: If you want to have it auto-populate all the fields, click the VIP box (blue arrow and box). 5. Review the form, and then click Submit (Step 3). Now to wait for the Request to be fulfilled. Guided Tour 18
22 Working with Records and ITIL Processes CSM allows you to create any number of Business Objects and automate virtually any business process unique to your Service Desk needs. But for purposes of this Evaluation Guided Tour, we will focus on some basic ITIL processes: Request Fulfillment, Incident Management, Problem Management and Change Management. Our goal is to show you how CSM fully integrates these processes and empowers you with a 360 view, putting all the inter-related data at your fingertips. Guided Tour 19
23 The next screen shows a high-level layout that serves as the basis for CSM records. Guided Tour 20
24 Request Fulfillment Request Fulfillment: A Request from a user for information, advice, a standard change, or for access to an IT service (for example, to reset a password or to provide standard IT services for a new user). Service Requests are usually handled by a Service Desk or a request fulfillment group, and do not require an RFC to be submitted. The Service Desk is notified that a new Service Request has been submitted. This can be accomplished a number of ways (depending on your internal business processes): Via a Queue (like a New Service Request Queue). Via the Dashboard. Via . Via RSS feed. It could even be set up so that, based on the criteria submitted it is automatically routed to the correct team(s)/individual(s) for fulfillment. With CSM, we provide the flexibility you need to set up processes the way you are used to running your organization. Now, let s take a look at the new Request that has been submitted. 1. Double-click either the Open Requests (to view a list of all open Requests, including the one you just completed) or the Requests opened today on the Dashboard (see following screenshot). With CSM, you can be more efficient and effective by automating and enforcing workflow. For example, when on-boarding a new employee, certain tasks must always be done to bring the new employee on. Instead of manually assigning each Task or passing around the Request, hoping that the tasks get accomplished, use CSM s One-Step actions to automate the process. Guided Tour 21
25 Notice at the bottom of the screen you have a Task tab, which lists all the Tasks that need to be accomplished. In your organization, you could: Have these in a Queue so that whoever checks it out is automatically the owner of the Task. Automatically assign an owner of the Task. Manually assign an owner of the Task. Guided Tour 22
26 Incident Management Incident Management: The primary goal is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. We know that speed and efficiency are critical to a professional Service Desk. So, how quickly can you create an Incident in CSM? Using our powerful One-Step processes, it is faster than you might think. To create a new Incident (sometimes referred to as a Ticket): 1. From the toolbar, select New>New Incident. A New Incident opens. 2. In the Requestor field, type John, and then press <Tab>. 3. Under Quick Templates in your Task Pane, click Password Reset Template to launch your One- Step (red arrow in following screenshot). Guided Tour 23
27 A window like the one below opens, confirming the system is operating in the background: 4. Cancel this cmd.exe file. 5. Close the Request. You just reset an end user s password by entering minimal information, and your Service Desk got credit for having closed an Incident! Not so hard is it? Need to create a more detailed Incident? Your first Task is to make sure that you find the correct Contact Record. Remember, CSM might be used for internal Service Desk/IT support or external customer service. Therefore, a Contact Record might be an Employee Record or a Customer Record. For purposes of the Guided Tour, let s assume an internal Service Desk and Molly Isaacs, an employee from accounting, calls to report that her is sporadic. 1. There are several options to locate Molly Isaacs s Employee Contact Record using CSM s Google - like search capability (for example, type the following and then press <Tab>): Molly: Uses the contact s first name : Uses the contact s telephone number. Accounting: Enters a department. Note: If an exact match is found, the information auto populates the Requestor, Phone, , and Photo fields; if the contact is a VIP, it is noted with a VIP icon. If multiple matches are found (Ex: Multiple Employees named Susan), the Contact Manager opens so that you can select the appropriate contact. You can also manually launch the Contact Manager by clicking the Contact Manager button. Note: In addition to the mini-summary, which gives you the most important details about your contact, you can click the Quick View button (next to the contact s name), to see all the details about that contact, including all prior Incidents. Click OK to return to the new Incident record. Now we ll start filling in the details. Guided Tour 24
28 2. For a Description, type is sporadic. 3. Add some detail information to better assist the technician/analyst in resolving the Incident in the most effective and efficient manner: Service: Choose /Calendaring. Category: Choose Desktop Client. Request Type: Choose Submit Incident. Note: The Service, Category, and Subcategory drop-down lists are completely and easily customizable. 4. In this instance, the Incident is limited to Susan and does not affect any other customers, so you ll want to change the Priority. As you might suspect, prioritizing an Incident can tend to be very subjective, so Cherwell has developed a more objective methodology based upon a matrix system. Clicking the drop-down arrow next to the Priority field displays a matrix (determined by invoked SLA and Categorization). Let s choose 4 for Individual Impact and Normal Urgency. Again, customizing the matrix to your organizational standards and business practices is easy, and you can have a different matrix for different scenarios (for example, a different matrix can appear when it is a Service Request). Under ITIL, Priority is based on the combination of Urgency and Impact. ITIL also suggests that the technician/analyst should not be able to manually control Priority. With CSM s customizable matrix, you set the Urgency and Impact to meet your business practice and the Priority is automatically set. 5. You can draw on CSM s powerful and extensive Knowledge system. With our Federated Search (simultaneous search and browsing) of existing Incidents, Problems, Solutions, PDF files, White Papers, Knowledge Packs, and the Web, you will hopefully find a resolution to Matt s Incident, and find it fast. Now let s see if we can find any information in our Knowledge Base. 6. In the Knowledge Pane, type a word or phrase to search. Using the search options in the Knowledge Pane Toolbar, you can also search the Knowledge Base based on details from the current record. Guided Tour 25
29 You ll see the search begin across various Business Objects, Web sites, White Papers, Past Incidents, Known Problems, etc. 7. Click any one of the links to see more detailed information about the knowledge source. Click Cancel to exit the link and look at other sources. For our Guided Tour, let s assume we need to create a Problem from this Incident. Once again, CSM s One-Step actions come into play. 8. Click the Create Problem from the Incident One-Step actions in Task Pane (on the left-hand side) You have automatically matched the Incident to the Problem, as required by ITIL. Now let s deal with the Problem. Guided Tour 26
30 Problem Management Problem Management: The primary goal is to minimize the adverse impact of Incidents and Problems on the business caused by errors within the IT Infrastructure and to prevent the recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to identify the root cause of Incidents and then initiate actions to improve or correct the situation. A Known Error is an Incident or Problem for which the root cause is known and for which a temporary workaround or a permanent alternative has been identified. Let s look at the Problem created (sample form above). The Short Description is what can be used to notify via Twitter or for RSS feeds, etc. Let s fill out the rest of the form. One of the things the Technician will do is see if any other Incidents related to the Problem have come in during this time and connect them. To capture details of the Problem: 1. Open the Problem, and then click Begin Work (1) 2. Fill out Short Description, Investigate, and Workaround (2). 3. Select Incident Tab>Link Incidents, and then choose some Incidents (3). 4. Click Global Issue (4) and save. Guided Tour 27
31 The Technician looks at the Problem and determines that a reboot needs to be done and a patch is needed to permanently fix the Problem. Once again, we use CSM s One-Step actions to make our job more efficient and easier to use. 5. Click the Create Change Request One-Step action and enter the information shown below. Guided Tour 28
32 Change Management Change Management: Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes to be implemented with minimum disruption. A Request for Change has been initiated and a Quick View of the screen shows you all the details you need in order to take it through the approval process. The Technician fills out any remaining details and then chooses today as the day for the reboot. To complete a Change Request: 1. Select a Priority (1). 2. Click the Identify Affected CI button to proceed to the next screen. Guided Tour 29
33 3. Click the CI selector, then Show Config Items for All Customers. 4. Select Config Server for the Items to show 5. Select the MailServer CI and click OK. 6. Click the button to proceed to the next screen. 7. Fill in each of the assessment boxes (1-5) and click Submit for Approval (6) as shown above. 8. Select a Team (CAB) and a User as the Change Owner/Manager (Gina Mehra). Guided Tour 30
34 9. Once submitted, the Approval Status Screen and tab are displayed, showing the number of votes received and remaining as well as selected user as the approver. Note: The creation of the approval process is done in the CSM Administrator module (which is not active in the public evaluation demonstration program). There are five different types of scenarios that can be used for this approval process: Via Outlook Add-In Via Via ipad or any mobile device (Blackberry, iphone, Nokia or Android) Via Browser Client Manually Now let s take a look at some of the tools within the application that you will frequently use. Guided Tour 31
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