CA Cloud Service Delivery Platform

Transcription

1 CA Cloud Service Delivery Platform Customer Onboarding Version

2 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is for your informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Documentation is confidential and proprietary information of CA and may not be disclosed by you or used for any purpose other than as may be permitted in (i) a separate agreement between you and CA governing your use of the CA software to which the Documentation relates; or (ii) a separate confidentiality agreement between you and CA. Notwithstanding the foregoing, if you are a licensed user of the software product(s) addressed in the Documentation, you may print or otherwise make available a reasonable number of copies of the Documentation for internal use by you and your employees in connection with that software, provided that all CA copyright notices and legends are affixed to each reproduced copy. The right to print or otherwise make available copies of the Documentation is limited to the period during which the applicable license for such software remains in full force and effect. Should the license terminate for any reason, it is your responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use of any software product referenced in the Documentation is governed by the applicable license agreement and such license agreement is not modified in any way by the terms of this notice. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

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5 Contents Chapter 1: Customer Onboarding 7 Add Tenant... 7 Add Support Department Update Support Representative for a Tenant Add Region Contents 5

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7 Chapter 1: Customer Onboarding A tenant is a business customer with capabilities to self-manage the services for users within their organization. The service provider administrator onboards a tenant. When you onboard a tenant, you also create a primary user that is the default customer administrator. The customer administrators can then onboard and manage users and services within their organization. To onboard a tenant, the service provider administrator adds: A tenant A support department to the tenant A region to the tenant Add Tenant When you onboard a tenant, you also create a primary user that is the default customer administrator. The customer administrators can then onboard and manage users and services within their organization. The tenant can access the services only after the service is registered, and you add the support department and region to the tenant. Follow these steps: 1. Log in to the service portal. 2. Click Requests, Customer Onboarding. The Customer Onboarding page opens. Chapter 1: Customer Onboarding 7

8 Add Tenant 3. Click Add Tenant. The form opens. 4. Complete the form with the necessary information and click Submit. A confirmation message with the request link appears. You receive an with the details required to create the on call groups. 5. Click the request link and then click Show Details. The details of the request open. The page contains a link to the Service Desk Change Order that corresponds to the request. 6. (Optional) Click the ticket number link. 8 Customer Onboarding

9 Add Tenant CA Service Desk Manager login page opens. 7. Log in to CA Service Desk Manager. 8. Click the Administration tab. 9. Select the Security and Role Management folder and then select the Groups folder. 10. Select the tenant name from the Tenant drop-down list and click Search. The Group List page opens. Chapter 1: Customer Onboarding 9

10 Add Tenant 11. Select the group name for each group that is listed in the . A new window opens. 12. Enter the primary, secondary and escalation support contact information and click Save. Note: The contact must already exist in CA Service Desk Manager and can be an individual address or a group or a distribution list. 13. Log out of CA Service Desk Manager. Note: Complete the following tasks through CA Process Automation. 14. Log in to CA Process Automation. 15. Click the Operations tab and select Tasks. The Tasks page opens. 10 Customer Onboarding

11 Add Support Department 16. Select All Tasks from the drop-down list. 17. Right-click the Update Oncall Group task and select Reply. 18. Add comments in the Comments section. 19. Set the status to Completed and click Finish. The tenant and the associated on call groups are created. Add Support Department The Add Support Department request creates oncall groups in service desk and assigns tasks to the customer administrator to assign primary, secondary and escalation contacts for this new support department. In order for a user or group to be assigned as a primary, secondary or escalation contact, they must be listed as a contact in service desk. After you create the on call contacts you add a unique support department name. The combination of tenant name and support department name establishes a unique monitoring configuration. Follow these steps: 1. Log in to the service portal. 2. Click Requests, Customer Onboarding. The Customer Onboarding page opens. Chapter 1: Customer Onboarding 11

12 Add Support Department 3. Click Add Support Department. The form opens. 4. Complete the form with the necessary information and click Submit. A confirmation message with the request link appears. You receive an with the details required to create the on call support contact groups. 5. Click the request link and then click Show Details. 12 Customer Onboarding

13 Add Support Department The details of the request open. The page contains a link to the Service Desk Change Order that corresponds to the request. (Optional) Click the ticket number link. CA Service Desk Manager login page opens. 6. Log in to CA Service Desk Manager. 7. Click the Administration tab. 8. Select the Security and Role Management folder and then select the Groups folder. 9. Select the tenant name from the Tenant drop-down list and click Search. The Group List page opens. 10. Select the group name for each group that is listed in the . A new window opens. 11. Enter the primary, secondary and escalation support contact information and click Save. Note: The contact must already exist in CA Service Desk Manager and can be an individual address or a group or a distribution list. 12. Log out of CA Service Desk Manager. Note: Complete the following tasks through CA Process Automation. 13. Log in to CA Process Automation. 14. Click the Operations tab and select Tasks. The Tasks page opens. 15. Select All Tasks from the drop-down list. 16. Right-click the Update Assign Support Department Oncall task and select Reply. 17. Add comments in the Comments section. 18. Set the status to Completed and click Finish. The support department of a tenant and the associated on call support groups are created. Chapter 1: Customer Onboarding 13

14 Add Region Update Support Representative for a Tenant After onboarding a tenant, you must update their support representatives in CA Service Desk Manager if they require changes. For assistance accessing CA Service Desk Manager, refer to the CA Cloud Service Delivery Platform Implementation Guide. Follow these steps: 1. Log in to CA Service Desk Manager with service desk user credentials. 2. Click Administration. 3. Expand Security and Role Management. 4. Click Groups. 5. Enter the tenant name in the Search screen and click Search. 6. Select the group requiring updates. 7. Click Edit. 8. Update the Primary, Secondary, and Escalation Contacts as required. The support representatives are updated for the tenant. Add Region You add a region name. The combination of tenant name and region name establishes a unique monitoring configuration. Follow these steps: 1. Log in to the service portal. 2. Click Requests, Customer Onboarding. The Customer Onboarding page opens. 3. Click Add Region. The form opens. 4. Complete the form with the necessary information and click Submit. A confirmation message appears that the request is submitted and the region is added. A confirmation with the login credentials to the service portal is sent to the customer administrator using the primary contact information that was provided in the Add Tenant form. 14 Customer Onboarding