CA Service Desk Manager R12.6 Change Management User Guide Version 2.00

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2 TABLE OF CONTENTS 1 PURPOSE OF DOCUMENT CERTIFIED BROWSERS DISCLAIMER Not all new features are listed in the What is new in SDM R12.6? section. Only the most commonly used features are listed Please note that screens may differ depending upon the configuration for YOUR environment This document only covers functionality currently used in the system NEED HELP? ACCESSING THE SYSTEM NAVIGATING THROUGH THE SYSTEM SETUP OF THE SCREEN INTERPRETING ICONS/FIELDS **** NEEW ****** WHAT IS NEW IN SDM R12.6? SORT COLUMNS & ITEMS IN LISTS NESTED TABS LOOK AHEAD TYPE SIMPLIFIED SUMMARY VIEWS ON LIST SCREENS EXPORT FUNCTION POPUP VIEWS MANUAL NOTIFICATIONS TO SMTP ADDRESSES STATUS TRANSITIONS IDENTIFYING VIP CHANGES RISK SURVEYS CONFLICT ANALYSIS CHANGE CALENDAR CHANGE SCHEDULER CHANGE MANAGEMENT LOGGING A NEW CHANGE ORDER POPULATING THE CHANGE ORDER HEADER SECTION POPULATING THE CHANGE ORDER DETAIL SECTION POPULATING THE CHANGE ORDER SUMMARY INFORMATION SECTION NOTEBOOK PAGES SAVING THE CHANGE **** NNEEWW ****** COMPLETING THE RISK SURVEY **** NNEEWW ****** CHANGE SCHEDULER SEARCHING FOR A CHANGE ORDER USING THE SEARCH MENU SEARCH FOR A SPECIFIC CHANGE USING YOUR SCOREBOARD Hewlett-Packard Enterprise Services.

3 8.5 UPDATING A CHANGE ORDER LOGGING COMMENTS ON A CHANGE ORDER TRANSFERRING A CHANGE ORDER UPDATING THE STATUS OF A CHANGE ORDER SENDING A MANUAL NOTIFICATION FROM A CHANGE ORDER LINKING CHANGE ORDERS LINKING A PARENT CHANGE ORDER TO A CHANGE LINKING CHILD CHANGE ORDERS TO A CHANGE LINKING CALLS TO CHANGE ORDERS LINKING CHILD CALLS TO A CHANGE REMOVING A CHILD CALL FROM A CHANGE UPDATING WORKFLOW TASKS SEARCHING FOR WORKFLOW TASKS UPDATING A WORKFLOW TASKS ADDING ADDITIONAL WORKFLOW TASKS ATTACH A DOCUMENT TO A CHANGE ORDER ATTACHING A DOCUMENT TO A CHANGE VIEW AN ATTACHMENT REMOVING AN ATTACHMENT FROM A CALL LINKING A DOCUMENT TO A CHANGE VIEW AN LINKED-ATTACHMENT REMOVING A LINKED-ATTACHMENT FROM A CALL CLOSING A CHANGE ORDER NOTIFICATIONS SYSTEM ACTIVITY NOTIFICATIONS EVENT NOTIFICATIONS WORKFLOW TASK NOTIFICATIONS SPELL CHECKING **** NEEW ****** CHANGE CALENDAR **** NEEW ****** EXPORTING DATA SCREEN READER USAGE POWER USER TIPS CHANGE HISTORY CROSS REFERENCED INFORMATION APPENDIX A : REMOVAL OF INTERNET EXPLORER 7 FROM CERTIFICATION MATRIX Hewlett-Packard Enterprise Services.

4 1 PURPOSE OF DOCUMENT The purpose of this document is to provide basic training on how to log and update changes using the CA Unicenter Service Desk Web interface Hewlett-Packard Enterprise Services.

5 2 CERTIFIED BROWSERS One of the following certified browsers is required for access to the system: Microsoft Internet Explorer 9 (on Windows only) Note: CA Business Intelligence 3.2 is not supported on Microsoft Internet Explorer 9 Microsoft Internet Explorer 8 (on Windows only) Note: A minimum of 2GB of memory and a dual-core processor is recommended to run Microsoft Internet Explorer 8 Mozilla Firefox 7 Mozilla Firefox 6 Mozilla Firefox 5 Mozilla Firefox 4 Mozilla Firefox 3 Note: Microsoft Internet Explorer 7 is not recommended for use with CA Service Desk Manager 12.6 due to known performance issues. For more information, please refer to the Appendix A for more information. Note: The native Analyst PDA interface is designed to work with any browser that supports basic HTML. CA does not conduct platform-specific or device-specific testing Hewlett-Packard Enterprise Services.

6 3 DISCLAIMER 3.1 Not all new features are listed in the What is new in SDM R12.6? section. Only the most commonly used features are listed. 3.2 Please note that screens may differ depending upon the configuration for YOUR environment. 3.3 This document only covers functionality currently used in the system Hewlett-Packard Enterprise Services.

7 4 NEED HELP? In case of any queries and/or problems, please do not hesitate to contact HP Enterprise Services Service Desk Support Team on the following number/s: / Hewlett-Packard Enterprise Services.

8 5 ACCESSING THE SYSTEM The Service Desk system can be accessed from your Internet Browser at the following url: It is recommended that you either create a shortcut to this link on your desktop or add it to your favourites in your Internet Browser. At the logon screen, type in your Service Desk userid and password and click on Log In. Please note that you will not be able to logon if your userid and password are not in the correct case! 6 NAVIGATING THROUGH THE SYSTEM 6.1 SETUP OF THE SCREEN After you have logged on to the system, you will be presented with the Main Service Desk screen: MAIN MENU LIST/SEARCH AREA SCOREBOARD Hewlett-Packard Enterprise Services.

9 Service Desk The Service Desk tab is the interface used by all users in which they will work logging, updating and querying calls/changes. Knowledge The Knowledgebase tab is the main interface from where users can access documents in the knowledgebase. Administration The Administration tab is the interface used by system and knowledgebase administrators to perform configuration functions and will not be displayed when logged on as an normal Analyst (Engineer/Helpdesk User). The main Service Desk windows is divided into two panes the left pane displays the scoreboard, a tree-like structure showing the requests, change orders, issues, call backs, and tasks assigned to you, as well as the items organized by priority; the right pane acts as a list area, displaying different types of data depending on your latest selection, a search area (if applicable), and the main menu. SCOREBOARD By default the scoreboard shows the number of requests, change orders, issues, callbacks, and tasks assigned to you (or perhaps to your group, depending on how your system administrator has set up your system). You can also view your assigned and unassigned requests, change orders, and issues by priority. To view a list of any of the categories displayed in the scoreboard, click the category, and a summary of the items in that category appears in the list area. To update the counts that are currently displayed in the scoreboard, click Update Counts. The scoreboard also allows you to view a real time volume of service desk transactions through the Unicenter Service Desk instant graphing capability. Select the Graph Items or Graph Folders options, when hovering over a folder or subfolder in the scoreboard, to display a variety of useful graphic forms. Tip: You can customize the scoreboard by choosing Customize Scoreboard from the File menu and working in the Customize Scoreboard window. LIST AREA - The list area displays different information depending on your latest selection. For example, if you select the Today s Tasks category in the scoreboard, it displays all of the workflow tasks assigned to the logged in user. If you choose a command from the Search menu, it displays a search window that features various fields to let you search for a specific database record. All List windows are divided into two distinct areas: the list area and search area. How you display the various List windows determines whether the list area or search area displays initially. For example, if you select an request category in the scoreboard, the Request List window displays the list area, showing a list of requests for which the search criteria have already been specified. If you choose Requests from the Search menu, the Request Search window initially displays with the search area visible. This allows you to enter your own search criteria for the list. You can also display the search area from the list area by clicking Show Filter. Once the search is complete, an appropriate list of items is displayed in the list area. SEARCH AREA - The search area lets you apply a filter to the list area. You open and close this area by clicking the Show/Hide Filter button. When the search area is open, it displays the various fields to enter search criteria. The available fields in the search area will vary depending upon what type of List window is displayed. MAIN MENU - Aside from the menus and commands listed below, the Unicenter Service Desk menu bar also offers you a way to display the detail window of a specific record, for example a request, change, issue, etc. Choose the record type from the drop-down list and enter the record number or other identifying factor for record you wish to view in the adjacent field. Click Go and any corresponding record detail window will display Hewlett-Packard Enterprise Services.

10 6.2 INTERPRETING ICONS/FIELDS How do I interpret the icons and colours of the fields/labels? Asterisk (*) Black Labels Grey Labels (T) (TO) Asterisk before the name of that the field you are working with is MANDATORY. Black labels indicate that the field you are working with is an OPTIONAL field. Grey labels indicate that the field you are working with is a READ-ONLY field which cannot be updated by you. The magnifying glass indicates that the data for the specific field can be selected from a lookup form. The plus sign indicates that the data for the specific field can be selected from a lookup form. By clicking on the date-helper icon next to the label of the field, a calendar will open from which the date can be selected. If you click on the down arrow next to the<empty> value in the date field, you will be prompted with the following options: In one day selecting this value will populate this field with the day after today In two days selecting this value will populate this field with today plus two days In one week selecting this value will populate this field with one week from today Other selecting this value will open up the calendar from where the date can be selected. Drop-down boxes indicates that a value can be selected by clicking on the down arrow. Used on list screens. Clicking on the green filter icon More will show more of the filter fields. Used on list screens. Clicking on the green filter icon Less will show hide some of the filter fields. This icon indicates that the specific activity is an internal log generated by the system. The up and down arrows next to a column heading indicates that the column can be sorted in ascending or descending mode. Indicates an attribute that is tenant-implying; that is a lookup to a tenant-required table. Indicates an attribute that is optionally tenant implying that is, a lookup to a tenant-optional table. Clicking on this button on any of the list screens, will take you to the last page of the records you have selected to search for. Clicking on this button on any of the list screens, will take you to the next page of the records you have selected to search for. Clicking on this button on any of the list screens, will take you to the first page of the records you have selected to search for. Clicking on this button on any of the list screens, will take you to the previous page of the records you have selected to search for Hewlett-Packard Enterprise Services.

11 Selecting this option will display all the records you have selected in one list screen and not over several pages. The maximum number of records to display in one list however is 500. Selecting this option will expand to reveal nested folders for the records in the list screen. Selecting this option will close all the previously expanded folders on the screen. Expland the nested folder for the specific record. Collapse the nested folder for the specific record. ( ) Field enclosed in brackets indicates that the fields are still in use from prior releases and will be phased out at a later stage using new default CA fields Hewlett-Packard Enterprise Services.

12 7 ** ** NEW ** ** ** WHAT IS NEW IN SDM R12.6? 7.1 SORT COLUMNS & ITEMS IN LISTS You can control how the columns display on some of the list pages. You can choose which column to use to sort the displayed data, and the order in which the data is sorted. An up and down arrow next to the column heading, which represents ascending and descending sort order denotes the columns that you can sort. The arrow representing the current sort order appears shaded. If no arrows are shaded, the column is not used for the sort order. To change the sort order, click the column name heading you want to use for sorting, for example, Change Order#. The list is sorted by the selected column. To change the direction of the sort order, click the heading of the column currently used for sorting. If the current sort order is descending, it is changed to ascending. If the current sort order is ascending, it is changed to descending. 7.2 NESTED TABS All tabs have now been categorised with sub-categories within each tab making it easier for the analyst to find information. 7.3 LOOK AHEAD TYPE As you start to type in a particular field, the system looks up the values that matches the criteria and enables you to quickly select a record from the drop down list without having to go into a search screen. The look ahead is available on most of the lookup fields. The minimum number of characters to be keyed in the lookups before search as you type or autosuggest displays suggestion at this stage is 3. This is a global system setting and can be changed however should the majority of customers agree Hewlett-Packard Enterprise Services.

13 7.4 SIMPLIFIED SUMMARY VIEWS ON LIST SCREENS Lists screens have all been simplified making it easier to search for a particular case. You can expand upon an item to see if it is the case you are looking for by clicking on the + sign for the particular record. This will show you more detail on the record you have selected. Click on the sign to collapse the record again. 7.5 EXPORT FUNCTION The export function on all the lists screens allows you to export data from the list screen directly into MS Excel. Refer to 12 **** NEEW ****** EXPORTING DATA for more detail on the export function. 7.6 POPUP VIEWS You can also hover over a record to quickly see the details for the record. The delay between hovering the mouse cursor over a link and the display of the Mouse over Preview at this stage is 1000 milliseconds. This however is a global setting and can only be changed if the majority of clients need the time to be changed Hewlett-Packard Enterprise Services.

14 7.7 MANUAL NOTIFICATIONS TO SMTP ADDRESSES Another new feature is the option for manual notifications to be sent to manually entered SMTP address, rather than to registered SDM contacts only. Refer to 7.7 MANUAL NOTIFICATIONS TO SMTP ADDRESSES for more information on how to send a manual notification to a non-sdm contact. 7.8 STATUS TRANSITIONS Status transitions controls how you can select the next available status for an incident, request, problem, issue or change order. Transitions let you define a subset of the full status list and specify the default new (or next) status of a case based on the current status. Transitions can also be dependent on a specific control, e.g. when you change the status of a request from OPEN to AWAITING 3 RD PARTY you have to enter the external reference of the 3 rd party on the case. Another type of restriction on a new status is to enforce comments on the new status update, e.g. when you change the status of a request from OPEN to FIXED (RESOLVED) you will not be able to perform the activity unless you put in a resolution explaining to the user what you have done to resolve his/her call. Refer to 7.8 STATUS TRANSITIONS for more information on how to use status transitions. 7.9 IDENTIFYING VIP CHANGES Special handling types that identify contacts who require special attention can now be created in the system. This will enable you as the user to see in the list screen, what calls are for users with special handling types. See the siren icon next to the change number Hewlett-Packard Enterprise Services.

15 Also, as soon as you go into the call, you will see the special handling type description as well as the contact s remarks highlighted at the top of your screen RISK SURVEYS Risk surveys evaluate risk in change orders associated with change categories. The survey lists a series of single or multiple choice questions. Each answer has its own weightage value. When creating a change order, the user selects the appropriate answers and submits the survey. The risk level is based on weightages of answers selected by the user CONFLICT ANALYSIS Conflict analysis detects and shows collisions that occur when two or more changes to the same configuration item are scheduled for implementation at the same time. The change management team handles scheduling collisions in the following ways: Uses the change calendar to see RFC-related CI collisions and makes adjustments to them to reduce potential impact. Searches for and detects collisions in a log CHANGE CALENDAR Displays a graphical view of changes including all scheduled, failed, and in-progress change requests for configuration items and services in a configurable calendar view. The calendar also displays black-out dates, which are freeze periods. Users can create a change order from the context menu on the daily, weekly, and monthly calendar views. The Change Manager, Level 2 Analysts, and CAB members use this feature CHANGE SCHEDULER The change scheduler displays scheduled time periods during which configuration item changes can or cannot occur in the change calendar. The change manager uses this feature to view and create change schedules and configuration item associations during the time period Hewlett-Packard Enterprise Services.

16 8 CHANGE MANAGEMENT 8.1 LOGGING A NEW CHANGE ORDER Once you have logged onto the Unicenter Service Desk, click on the Service Desk tab and from the Main Menu select File and choose New Change Order from the list of options as depicted below: A blank change screen will open: Important Notes: An Asterisk (*) after the field name indicate required fields. Yellow highlighting indicates the currently selected field. A change is made up of the following sections: Change header detail Detail section Summary Information section Other information Tabs The system will immediately allocate a unique number to the change. If you cancel the call without saving it, this number will not be reused POPULATING THE CHANGE ORDER HEADER SECTION On the header detail of the call the following data appears: Requester * Affected End-User * Category * Status* This is the person or business entity requesting the change. This is the will be affected by the change. This will be determined by the type of change, for example for a normal change it could be CHANGE CONTROL NORMAL/STANDARD This will be populated with RFC as this is the initial phase or stage of the change order Hewlett-Packard Enterprise Services.

17 Priority * Type Risk This sets the priority of the change with 5 being high and 1 being low. This indicates the type of change which can be EMERGENCY, NORMAL or STANDARD **** NEEW ****** If there is a risk survey associated with the change category, the system will enable the Risk Survey button at the top of the screen. Once the engineer completes the risk survey, the system will automatically calculate the risk associated with the change POPULATING THE CHANGE ORDER DETAIL SECTION The change detail section consists of the following fields: Created By Assignee * Group CAB Impact * Call Back Date/Time Root Cause Organization Project Product Closure Code Type of Change * External System Ticket Read-only field indicating the persons who entered the change into the system. This is person or business entity that will be attending to the change. This is the group that the assignee belongs to. Note that it s not mandatory at this stage. Specifies the group that is responsible for reviewing Requests for Changes (RFCs). The CAB provides multiple perspectives necessary to ensure proper decision making about implementing changes. The CAB can include members from the application team, development manager, component owner, QA, support, and any additional parties deemed necessary. This field is used by the team leader/assignee to indicate the impact of the changes. The assignee can then manage his/her own changes according to the impact of the call. Indicates the date and time that you are supposed to make a follow-up change on this issue. You can edit the date and time shown to specify when to change back. Use these fields when you need to remind yourself to make a change regarding an issue. On the date you specify, the issue displays on your scoreboard under the Today's Changes Callbacks category. Identifies the root cause associated with the core reason why the change was opened. The root cause will only be updated once the engineer has determined what caused the problem and what he is going to do to resolve the change. The root cause is required before a change can be closed. This indicates the affected end user s organization. Identified the specific project (configuration item) associated with the change. Identifies the specific product associated with the change. **** NEEW ****** Indicates the final outcome of a completed change as Successful, Unsuccessful, or Successful with Errors. This indicates the type of change the specific change is, e.g. this is a normal change order that needs to be implemented during the maintenance slot for the month, the value for this field will then be Maintenance Slot. Refer to the change order type list screen for valid values. The external reference field is used to indicate the reference number of an external system, e.g. Heat, Remedy, etc Hewlett-Packard Enterprise Services.

18 8.1.3 POPULATING THE CHANGE ORDER SUMMARY INFORMATION SECTION The change summary section consists of the following fields: Order Summary * Order Description (Risk) * (Change Type)* Need By Start Date * (Need By End Date) * Schedule Start Date Scheduled Duration Scheduled End Date CAB Approval Open Date Resolve Date Close Date Enter an abbreviated description of the change. This field is displayed on most of the reports and notifications. Please ensure that you use proper summary descriptions for your changes. Enter a detail description for the call. If you copy and paste from an into a call, please ensure that you remove all signatures en unnecessary blank lines. This sets the risk of the change on the business, 1 being high and 5 being low. Indicates the type of change, e.g. maintenance, planned, etc. This indicates the date and time the change needs to take place. This indicates the date and time the change will finish. **** NNEEW ****** Specifies the start date and time a change order appears on the Change Calendar pages. **** NEEW ****** Indicates the amount of time required to implement the change. **** NEEW ****** Indicates the end date and time a change order appears on the Change Calendar pages. This field is read-only. Its value is calculated from Schedule Start Date and Schedule Duration values. **** NNEEW ****** Indicates (Y/N) whether the change requires approval from a CAB. You can specify which changes are to be considered for CAB approval, by doing any of the following: Set this option at change creation time or any subsequent time throughout the approval process. Weigh with other change order fields or parameters within CA Workflow to set the field. Add an Action macro to set this field to Yes or No for use within classic workflow. Read-only field indicating when the change was logged in the system. Read-only field indicating when the change is resolved in the system. Read-only field indicating when the change is closed in the system based on the status which changes the change to a closed status NOTEBOOK PAGES The notebook pages are comprised of four notebooks and each contains seperate notebook pages. The following notebook pages are used in the Service Desk. RELATED TICKETS Related Orders Incidents/Problems This notebook contains the information related to the change which can be found under the following tabs: Indicates change orders which share a parent/child relationship. Attached related incidents and problems Hewlett-Packard Enterprise Services.

19 Caused Requests Attached requests that the change order causes. USER ACCESS & CHANGE CONTROL APPROVALS User Access Additional Change Approvers This notebook contains the information related to the change which can be found under the following tabs: This notebook contains specific user access which applies to the change. Note that this notebook is client specific and will not necessarily appear on your screen. This notebook contains the values for additional change control approvers, specific to the applications environment, which applies to the change. Note that this notebook is client specific and will not necessarily appear on your screen. ADDITIONAL INFORMATION Properties Workflow Tasks Service Type Config. Items Attachments Conflicts Template Costs/Plans This notebook contains the information related to the change which can be found under the following tabs: The properties are filled in automatically, based on the change category chosen for the change. These are the tasks that will be populated automatically and control the flow of the Change Order. You will also be allowed to manually add additional workflow tasks to a workflow process. The Service Type notebook displays information on the events associated with a service type (also known as a SLA) These can either be hardware or software that is affected by this change. You can update the CI s by button highlighted above. The Attachments notebook displays information on the documents attached to the change. **** NNEEW ****** Identifies change orders that conflict with the one being viewed. This page allows you to define and store the related change as a template which can be used as a model when defining other changes. The Template tab is only visible in edit mode. This is where you update your change with the associated costs and plans Hewlett-Packard Enterprise Services.

20 Initially when a new change is logged you might need to capture the properties on the change, attach documents to the change and change the default service type of a call depending on your permissions CAPTURING VALUES FOR PROPERTIES If there are properties defined for the category of the change you must complete these values on the Properties notebook. All the questions (properties) which display an asterisk (*) indicate that an value must be supplied. Properties in plain black are optional. **** NEEW ****** With the upgrade from Unicenter Service Desk, the following two new value types have been introduced apart from the original freeform text field. Checkboxes Dropdown Lists Two-state checkboxes. Checked = Yes. Cleared = No. Property values for checkboxes are validated. A list of options. If your administrator has defined this field as required, you must select one of the values in the list. If a default value has been assigned, it is displayed when the list first appears. Property values for dropdown lists are validated. Note: On the change detail page, only the specified values are displayed, with no indication of whether the value was set via freeform text field, checkbox, or dropdown list. The following values on the properties need to be updated upon logging/updating of a change: Properties Business Justification* The properties are filled in automatically, based on the change category chosen for the change. This is the reason why the change needs to take place Hewlett-Packard Enterprise Services.

21 UPDATING WORKFLOW TASKS The workflow tasks associates with the change category selected, will only take effect once the change has been saved LINKING CONFIGURATINO ITEMS TO A CHANGE ORDER Configuration Items (CI) can be linked to a change so that the assignee or people responsible for the change can get more information on the system or hardware affected by the change. To link a CI to the change, click on the Update CI button. This will bring up the following screen from where you can search for the CI s you need to link to the change: From this search you will get a screen from where you can select the configuration items you want to add to your change. Highlight the configuration item you want to add to the change and click on the >> button. Once you have selected all the configuration items you want to add to your change, click on the OK button at the top of the screen. Follow this process until you have linked all your required CI s. You will now see a list of all the configuration items associated with the change: Hewlett-Packard Enterprise Services.

22 **** NEEW ****** CONFLICTS Once you have added all your configuration items to your change, click on the 6. Conflicts tab. Verify to see if there are any other changes with configuration items where the scheduled start/end date conflicts with other changes. Click on the Conflict Analysis button. The system will list all conflicts, if any. You can now decide the scheduled dates of the conflicting change must be moved out or accepted. To update the conflict status of a collision, click on the conflict type. The following screen will appear: Click on the Edit button at the top of the screen, change the conflict status and click on the Save button UPDATING THE COSTS & PLANS ON A CHANGE Hewlett-Packard Enterprise Services.

23 The change costs and plans notebook consists of the following fields: Actual Implementation Start Date Actual Implementation End Date Est Cost Actual Cost Est Duration Actual Duration Business Case Implementation Plan* Backout Plan * (Impact Analysis)* (Risk Analysis)* The date that this change order is to be implemented. The date that implementation of the change order will be complete. The estimated cost to complete a change. Enter the amount as an integer without commas or periods. Since you cannot use periods, it is best to enter the amount in local currency only. The actual cost to complete a change. The estimated amount of time in hours, minutes, and seconds it will take to complete the change. The actual amount of time it took in hours, minutes, and seconds to complete the change. Captures the reasoning for initiating the change order. Describes the difficulties of implementing the change. Describes the backout plant which will be followed should the change be unsuccessful. Describes the impact to the change. Describes the risk to the change SAVING THE CHANGE All Asterisk (*) labelled fields are mandatory. You will not be able to save a change unless these fields are completed. Should you try and save a change without completing all the mandatory fields you will be prompted with the fields that you need to complete. Note that the fields can be on the main change order screen or on any of the tabs. When you finish entering the information for the change, click the Save button. Missing fields can be either on the main change screen or on any of the notebook pages: Hewlett-Packard Enterprise Services.

24 Ensure that you have completed all the required fields and click on Save. This will then complete the successful logging of a change. The HIGH notification method will be used for sending notifications to the following recipients: Affected End-User Assignee Prime Reporter Group Notification Managers **** NEW ****** COMPLETING THE RISK SURVEY Once you have saved the change successfully, you have to complete the risk survey (if there is a survey associated with the change category) in order for the system to calculate the risk of the change. Below an example of a typical risk survey: Hewlett-Packard Enterprise Services.

25 Complete the survey. The system will now use the weightage of each of the possible answers and calculate a risk. Risk surveys can be setup in the system based on your environment s requirements. See below for typical example on the calculation of risks: Hewlett-Packard Enterprise Services.

26 8.3 **** NEW ****** CHANGE SCHEDULER The change scheduler can be invoked from your change order by clicking on the View Scheduler button when in view mode: Or Scheduler button when in edit mode: From the scheduler screen you be able to see the following types of schedules: Blue Regular change order Green Global maintenance window or CI-associated window Dark Green Schedule of the current change order Black Blackout window Red If the current change order conflicts with other scheduled change orders. Note: This indicator only displays conflicts with the current change order, not change conflicts in general. The red conflict only appears after the change order is saved. Use the highlighted change scheduler durations to determine conflicts Hewlett-Packard Enterprise Services.

27 By moving your mouse pointer over the area of interest you will be able to see the changes for the specific time slot: 8.4 SEARCHING FOR A CHANGE ORDER USING THE SEARCH MENU On your menu bar click on Search Requests/Incidents/Problems to search for specific changes. The search screen can also be opened up by clicking on the Show Filter button Hewlett-Packard Enterprise Services.

28 You can now define your search criteria based on your own requirements. Once you have completed the search criteria, click on Search Hewlett-Packard Enterprise Services.

29 From the change order list screen you can now select a change by clicking on the blue-underlined change number. Note that SLA violated changes will display in red. Use the Show Filter button to show the selection criteria on which you have based your query. If no changes are displayed it means that your search criteria did not match any of the changes. Changes matching the selection criteria will be displayed. Page through the changes by clicking on the left and/or right arrows in the top right of the corner. The >>) button will scroll to the bottom of the search list. Likewise using the (<< button which will only display once you have moved from page 1 onwards SEARCH FOR A SPECIFIC CHANGE If you know the number of the change you are looking for, enter it in the text box next to the change type in the righthand corner of the screen: Getting an error message Change Not Found? In most cases when a person searches for a change, they copy the reference number and paste it into the text box in the top right corner of the screen. This results in a blank space at the end of the reference number which will give you the error message indicating that your change was not found. Remove the space at the end of the reference number and search again USING YOUR SCOREBOARD Scoreboard queries are predefined searches for changes based on specific requirements. Click on your predefined scoreboard query to monitor your changes by selecting your scoreboard query. You only need to click once for the search to start. The data satisfying your scoreboard query will be displayed in the list area of the screen Hewlett-Packard Enterprise Services.

30 From the change order list screen you can now select a change by clicking on the blue-underlined change number. Note that SLA violated changes will display in red. 8.5 UPDATING A CHANGE ORDER By default when you select a change it will be displayed in read-only mode. To change any of the data on the change, click on the Edit button at the top of the screen. Change the data that you need to change and click on the Save button on the top of the screen when done. You can now add an activity to the change either from the change in view mode, or by right-clicking on the change reference number in the list screen Hewlett-Packard Enterprise Services.

31 Change order statuses are automatically updated by the system and user will not need to update the status. Users only have to update the status to Closed, Cancelled, Closed-Backout etc. one the change a finished. To update any other values on a change which do not form part of the activities, e.g. the summary of the change, click on the Edit button at the top of the change, change the value, and click on the Save button again LOGGING COMMENTS ON A CHANGE ORDER Comments can be logged on change orders when: A client phones the helpdesk to query the status of his/her change order, the helpdesk agent can log a comment on the change. The assignee wants to make a note on the Change either as a reminder or a comment assisting the people monitoring the call to keep track of the progress of the call. Issue the Log Comment activity on the change. The following screen will display: Hewlett-Packard Enterprise Services.

32 Once you have completed your comments, click on Save. The NORMAL notification method will be used for sending out notifications to the assignee and log agent when a comment is logged. PERSONALIZED RESPONSES is a feature that is available on the activity screens. A personalized response is a frequently used phrase which you can copy into your call/change. How to use a personalized response? Select the personalized response from the drop-down menu Click on the User Description field. The detail of the selected personalized response will now be displayed in the User Description field. Click with your mouse at the end of the response added to add your comments. If you do not click with your mouse at the end of the response, the response will be added BEFORE the response TRANSFERRING A CHANGE ORDER Once a change has been logged, it can be transferred to a different assignee and/or group. Issue the Transfer activity from the change. The following screen will display: Hewlett-Packard Enterprise Services.

33 Once you have selected the correct assignee and filled in the appropriate transfer comments, click in the Save button. Please do NOT change the assignee directly in the Assignee field of a call in edit mode. This will result in an activity for the new assignee and/or group without the actual reason for the transfer. It makes life unnecessary difficult if assignees have to phone around trying to find out why a change was transferred to them. Note that NO notification will be sent out on the change order TRANSFER activity UPDATING THE STATUS OF A CHANGE ORDER The workflow process for the change category selected will automatically update the status of the change order except when the change must be closed. Refer to the section CLOSING A CHANGE ORDER on how to update the status of a change order to closed SENDING A MANUAL NOTIFICATION FROM A CHANGE ORDER Manual notifications are the preferred method of communicating with a user from a change. This way you have one central point of keeping track of what happened when on a change. Manual notification activities can be logged by using one of the following methods: Right-click on the Change number and select Manual Notify from the drop-down menu. From the Activities menu, select Manual Notify. Once the Manual Notification screen has opened, click on the Add Recipient button to add the person/s you would like to notify. You can then choose the Urgency of the notification from the drop down as well as the Preferred Method of notifying the person/s Hewlett-Packard Enterprise Services.

34 The Message Title and Message Text can be edited and are mandatory. Once all the information is filled in and the recipients are chosen, click on the Notify button: **** NEEW **** If you want to include a person in the distribution of the manual notification and the person is not in the SDM database, enter the person s SMTP address in the address: (separated by;) text box, and click on the Add button. Once you have completed the text that you want to send to the recipients, click on the Notify button. The NORMAL notification method will be used for sending out manual notifications to the recipients unless the Preferred Method (Optional) is changed to one of the other notification methods. TIP: If you want to send a cell phone notification from the system you can overwrite the text in the Message Title field. This subject field is the only portion of the notification that will be displayed on the recipient s cell phone Hewlett-Packard Enterprise Services.

35 8.6 LINKING CHANGE ORDERS LINKING A PARENT CHANGE ORDER TO A CHANGE There may be occasions where another change needs to take place as a result of a previously logged change. In this instance you would link the two changes by opening the change order in Edit mode and click on the 5. Related Orders notebook of the change. In the Parent Order field you can now enter the related change order to this child change, or you can search the parent change from the change order list screen: Once you have filled in the parent change number, click on the Save button LINKING CHILD CHANGE ORDERS TO A CHANGE To link child change orders to a change, click on the Update Child Change Orders button on the 5. Related Orders notebook. Once you click on this button you will be presented with the change order list screen. Complete your selection and click on the Search button. You will now get the following screen: Move the change orders you want to link as child change orders with the >> button and click on OK when done. Once you have filled in all the child change orders, click on the Save button. The related change orders will now display on the 5. Related Orders notebook: Hewlett-Packard Enterprise Services.

36 8.7 LINKING CALLS TO CHANGE ORDERS LINKING CHILD CALLS TO A CHANGE If you create a change order from an existing call, the call will automatically be linked to the change order. If you want to link more child calls to the change, open the change order and click on 7. Incidents/Problems notebook. Here you will be able to attach either an Incident, Problem or Request as seen below: Note that calls already linked to a change will be listed in the Related Incidents / Problems. To link more calls to your change, click on one of the Attach buttons. Once the children search screen opens, complete the parameters you need and click on the Search button: Hewlett-Packard Enterprise Services.

37 Select the calls you want to link as child calls from the screen listing all the calls matching your selection parameters. Note that you can select multiple calls. Click on the >> button to move your calls to the list on the right of the screen. Click on the OK button to link the calls selected to the parent call. Your related calls will now all display in the Related Requests List on your 7. Incidents/Problems notebook REMOVING A CHILD CALL FROM A CHANGE Follow exactly the same procedure as for linking child calls to a change until you get to the Change Update screen: Select the calls you want to remove from the change in the list on the right of the screen. Click on the << button to remove existing child calls to the list on the left of the screen. Click on the OK button. The Related Requests List on your 7. Incidents/Problems notebook will now be refreshed with the most recent list of child calls Hewlett-Packard Enterprise Services.

38 8.8 UPDATING WORKFLOW TASKS IMPORTANT NOTE: The new workflow functionality has not yet been implemented. Classic workflow is still used for all the existing change categories. Workflow task will automatically be added to a change based on the change category selected. Once the change is logged, it then follows the flow of the WORKFLOW TASKS as depicted below. Note that the workflow process will depend on the category of the change SEARCHING FOR WORKFLOW TASKS There are several ways that you can go about to get to the specific workflow task you want to update: Go on the 2. Workflow Tasks notebook, highlight the sequence number of the task you want to update and rightclick on your mouse. Note that the system will prevent you from updating a workflow task if the task is in a Wait status Hewlett-Packard Enterprise Services.

39 From the Service Desk tab on the main screen, click on Search and select Change Order Workflow Tasks. Once the Change Workflow Search screen opens up, enter your parameters and click on the Search button. Use your scoreboard query to list the workflow tasks you need to action: Hewlett-Packard Enterprise Services.

40 8.8.2 UPDATING A WORKFLOW TASKS You can now update your workflow task by using one of the following methods: Right-click on the change number and select Edit from the drop-down menu. Click on the blue-underlined change number and once the task opens in View mode, click on the Edit button. You can now: Change the assignee of the workflow tasks Change the group of the workflow tasks Or, the most common activity on workflow tasks, is to change the Status of the workflow tasks. When done, click on the Save button Hewlett-Packard Enterprise Services.

41 If you have completed a workflow task, the next workflow task will start and the change order s status will be updated based on the workflow process. Note that NO notifications for workflow tasks will be sent out by the system unless it forms part of the workflow process. 8.9 ADDING ADDITIONAL WORKFLOW TASKS This process can be used when additional tasks need to be added to an existing workflow. To do this you will need to click on the Insert Tasks button found under the workflow tasks tab as seen below: Once clicking on this the following screen will pop up, giving the option of WHERE to insert the task and what task to add: Note that new tasks cannot be added between completed workflow tasks. There are 2 different methods which can be followed by adding additional workflow tasks to a change order: Method 1: Adding a new workflow tasks from scratch without any linked behaviour to the task. This means that no notifications will go out when the task goes into a pending status, the change order status will not update automatically when the task goes into a pending status, etc. None of the behaviour that takes place for the same task in a pre-defined change category will take place. Using this functionality ANY task can be added which does not form part of the existing change s category. Method 2: Adding a new workflow task from the exising change s category. This means that you are only allowed to add a new task which already exists in the existing change s category. The behaviour at the back o Hewlett-Packard Enterprise Services.

42 fthis task will also be added to the change, e.g. the same notifications and change order status udpates will take place as if the task was part of the existing change s category. Method 1: Procedure for adding a workflow task from scratch without any linked behaviour from the full lists of workflow tasks in the system: Determine WHERE you want to insert the workflow task. Scroll down to section 2 Choose how to create the new Workflow Task Click on the Type radio button in the From all Workflow Task Types column. Select the task you want to add. Scroll down to section 4 Set any default values to set the default assignee and/or group of the new task When done click on the Add button at the top of the window: Method 2: Procedure for adding a workflow task from a existing task in the current change order s category: Determine WHERE you want to insert the workflow task. Scroll down to section 2 Choose how to create the new Workflow Task Click on the radio button next to the task you want to add, in the Templates from category XXXXXX column Hewlett-Packard Enterprise Services.

43 Scroll down to section 4 Set any default values to set the default assignee and/or group of the new task When done click on the Add button at the top of the window: 8.10 ATTACH A DOCUMENT TO A CHANGE ORDER The different methods of attachments are: Attaching the document to a Repository which will upload the document to the repository server. Linking a document to a change by means of referring to the URL of the document. In this case the document will not be uploaded to the repository server 1, it will remain at the original location ATTACHING A DOCUMENT TO A CHANGE To attach a document to a change, select the 5. Attachments notebook: 1 The repository server is the server that will be used to store the documents on Hewlett-Packard Enterprise Services.

44 Click on the Attach Document button to open the screen from where you can browse for the document to attach. The following screen will open from where you will upload the document: Click on the Browse button and select the document you want to upload to your call. Enter a name for the document and a detail description. Once your file has been selected and the Name and Description is filled in, click on the upload button. Wait from system confirmation that the document was uploaded. Click on the OK button: This document will now display with the rest of the attachments on the change on the 5. Attachments notebook: Hewlett-Packard Enterprise Services.

45 VIEW AN ATTACHMENT To view an attachment on a change, select the 2.Additional Information notebook and then the 5. Attachments notebook. You will be presented with a list of all the attachments on the specific change: You can now view the attachment by: Click on the document displayed in the Document column, or Highlight the document name with your mouse, right-click on the document and select the View Document option REMOVING AN ATTACHMENT FROM A CALL To remove an attachment from a change, click on the 2.Additional Information notebook and then the 5. Attachments notebook. Once again you will be presented with a list of all the attachments on the specific change. Select the document you want to detach and right-click. Select the Delete option. The system will prompt you to ensure that you want to delete the file. Click on Yes to remove the file LINKING A DOCUMENT TO A CHANGE Under the 2.Additional Information notebook, click on the 5.Attachments tab, click on the Attach URL ($) button Hewlett-Packard Enterprise Services.

46 Type the fully-qualified URL (for example, in the field provided and click on the Save button. You can now click on Close Window to close the screen and return to your change VIEW AN LINKED-ATTACHMENT The procedure for viewing linked documents is exactly the same as for viewing normal attachments REMOVING A LINKED-ATTACHMENT FROM A CALL The procedure for viewing linked documents is exactly the same as for removing normal attachments CLOSING A CHANGE ORDER Once the change has gone through all the workflow tasks and has been implemented successfully, it can now be closed. This is done from either the Activities menu or by right-clicking on the change order from the list screen. To update the status, click on Update Status to bring up the following screen where you can select the Closed option from the drop down menu: Hewlett-Packard Enterprise Services.

47 There will be occasions where a change can be cancelled. The status will then need to be updated to Cancelled and this update will then cancel all the remaining active tasks within the workflow of the change. The role of the change manager would be to ensure that all relevant documentation, configuration items, related changes, related incidents/problems are updated for further trending. The NORMAL notification method will be used for sending out notifications to the following people upon closure of a change: Affected Contact Assignee Group Requester Hewlett-Packard Enterprise Services.

48 9 NOTIFICATIONS There are three different types of notifications generated by the system: System activity notifications Event notifications Workflow Task notifications 9.1 SYSTEM ACTIVITY NOTIFICATIONS System activity notifications will be ed in HTML format. These notifications include the following: When a change is LOGGED When a change is TRANSFERRED When a COMMENT on a change is LOGGED When a MANUAL NOTIFICATION is sent from a change When a change is RESOLVED **** NEEW **** System activity notifications can now be customized based on customer specific needs. 9.2 EVENT NOTIFICATIONS **** NEEW **** Event notifications form part of the service type events and can now also be ed in HTML format. These notifications are also known as multiple notifications from a service type event. These notifications include the following: When a call reaches a specific stage of the SLA, e.g. 75% of SLA When a call is logged for a VIP When a call is logged for a certain configuration item Etc. 9.3 WORKFLOW TASK NOTIFICATIONS **** NEEW **** Workflow task notifications can now also be ed in HTML format. These notifications include the following: When a workflow task goes into a PENDING status When a workflow task is REJECTED Etc. NOTE that these notifications depend on the workflow process defined for you as a customer and are not automatic notifications Hewlett-Packard Enterprise Services.

49 10 SPELL CHECKING The Spelling button allows you to check the spelling of the specific text field. If there are no spelling errors a dialog will appear indicating that the spell check is complete. If spelling errors are found, the spell check result windows will appear: The spelling mistake will appear in the Not in dictionary field with a suggestion for the spelling mistake. The system will assign a suggestion in the Change to field with other suggestions in the Suggestions drop-down box. You can also overwrite the suggestion in Change to field with another word. Click on the Ignore button to ignore the highlighted word. Click on the Ignore All button to ignore all occurrences of the word in the field you have spell-checked. Click on the Change button to change the highlighted word. Click on the Change All button to change the occurrences of the word you want to change. Click on the Close button when you have finished with the spell check. I cannot find a replacement word what now? If you cannot find a replacement word, please log a call for the EM Administrators to add the word/s to be added to the spellchecker Hewlett-Packard Enterprise Services.

50 11 ** ** NEW ** ** ** CHANGE CALENDAR Click on the Change Calendar tab to view the change calendar. The Change Calendar reports conflicts, mismatches, and potential risks among change schedules, change orders, and CIs. You can use the calendar to understand upcoming changes, their potential impacts on the IT environment, and much more. Initially when the change calendar opens up it will display all the changes for the environment in the last view you have selected. Available scheduling views for the change calendar are: List Displays a list page sorted by schedule start and end date. Month Displays a calendar for a full month. The view shows change orders in groups, with each entry collecting one or more change orders You can see detailed information about the change orders in a group by hovering over the group with the mouse; by pressing Alt+Right Arrow when the focus is on the group; or by clicking on the group to display its contents in an n-day view. Week Displays a full week in a single column, starting with the day configured as the first weekday. The view shows changes individually and includes detailed information about each change order scheduled during the week Hewlett-Packard Enterprise Services.

51 Day Displays change orders for a single day. The view shows changes individually and includes detailed information about each change order scheduled during the day. n Day Displays change orders for the number of days specified by the dropdown selector. The view shows changes individually and includes detailed information about each change order scheduled during the days selected. Once you are on the change calendar screen, you can export all the changes to a file which can be imported into MS Outlook by clicking on the Export button in the top right corner of the screen. You can also create a new change from the change calendar screen by clicking on the Create New button in the top right corner Hewlett-Packard Enterprise Services.

52 12 ** ** NEW ** ** ** EXPORTING DATA Another new feature that is available in CA Service Desk Manager 12.6 is the Export button on most of the list screens. This button allows you to export all the data on the screen directly into a MS Excel spreadsheet. To export your data follow the following steps: Search for the data you want to see using the filter on the top of the screen. Click on the Search button. Once your results display on your screen, click on the Export button. You will now be prompted to open the spreadsheet or to save the spreadsheet to a directory of your choice. If you do not have MS Excel on your workstation, you will not get the option to open the spreadsheet. The only option that you will have is to save the spreadsheet: Your data will now be downloaded from the system. Note that this download can take a while depending on the number of records you want to export into MS Excel. While the system is downloading your data, you will see the following screen: Hewlett-Packard Enterprise Services.

53 If you have selected to save the spreadsheet, you have to open it from the location where you have saved it, yourself. If you have selected to open the spreadsheet, MS Excel will open automatically. You can now format your data according to your own requirements. TIP: You can click on any of the hyperlink fields in the spreadsheet upon which the CA Service Desk Manager System will open the record you have clicked on Hewlett-Packard Enterprise Services.