Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, Version 1.0

Transcription

1 Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0

2 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? HOW DO I CONTACT THE DATAWEAVE IDENTITY HUB SERVICE DESK? 5 RequestManager 6 6 Phone SERVICE DESK TICKETS 7 How does my ticket get prioritised? 8 What Service Level Agreements (SLA s) are in place? 8 How will the Dataweave Identity Hub Service Desk contact me? 9 How are major incidents worked on? NSW GOVERNMENT ESCALATION PROCEDURE 10 Dataweave escalation procedure LOGGING & TRACKING TICKETS IN REQUESTMANAGER 12 How can I log and track a ticket in RequestManager? 13 How do I access RequestManager? 13 How do I log a new ticket? 14 How do I review and update open tickets? 15 Where can I get more information on RequestManager? 16 Dataweave Pty Ltd All rights reserved. Reproduction, publication or dissemination in whole or in part, in any medium, without the prior written permission of Dataweave is strictly prohibited. 2

3 Introduction 1.0 Dataweave Identity Hub Service Desk Handbook - Chapter 1 Introduction 3

4 The NSW Government Identity Hub is a service provided by Dataweave Pty Ltd. Who Is Dataweave? Dataweave is an Information Technology company specialising in design, delivery and support of business applications and database technology for public sector and commercial organisations throughout Australia. Our primary solution platform is Oracle: we provide a full range of services to organisations that use Oracle to run their business: Managed Services Consultancy Software Licensing Hardware (in your data centre or in the Cloud as IaaS) Systems Integration Application Development As a certified Oracle Platinum Partner we have the skills and resources to deliver quality ICT solutions and support; on time, on budget. Who Is The Dataweave Identity Hub Service Desk? The Dataweave Identity Hub Service Desk are a team of highly skilled professional consultants from Dataweave Pty Ltd, responsible for delivery, maintenance and support of the NSW Government Identity Hub. The team comprises the full range of technical skills required to deliver the Identity Hub, while offering a friendly, reliable and professional service for technical support. Support is available during business hours, between 8:30am 5:30pm weekdays (excluding public holidays). NSW Government employees should always feel free to contact the Dataweave Service Desk team to raise a ticket for any issue or query. Regardless of how small or large a member of the Dataweave Identity Hub Service Desk will be available with the expertise required to progress and resolve your ticket effectively and efficiently, while keeping you updated every step of the way. Dataweave Identity Hub Service Desk Handbook - Chapter 1 Introduction 4

5 Contacting the Identity Hub Service Desk 2.0 Dataweave Identity Hub Service Desk Handbook - Chapter 2 - Contacting the Service Desk 5

6 NSW Government employees are welcome to call the Dataweave Identity Hub Service Desk for support, regardless of the nature of their question, issue or requirement. The team is here to help if your query does not relate to Dataweave Identity Hub, you will be advised on the best contact to help you with your issue. The following methods, listed in order of efficiency, are available to log an issue with the Dataweave Identity Hub Service Desk: 1. Log a ticket through RequestManager 2. Log a ticket by ing the Dataweave Identity Hub Service Desk 3. Log a ticket by speaking to a Dataweave Identity Hub Service Desk consultant The following information will be requested from you when raising a ticket please provide as many of the details as you can to assist with the support process: Your GEN Your full name Your preferred contact details ( or Phone) Your agency name Details on the issue you are experiencing RequestManager RequestManager is Dataweave s proprietary support ticket tracking system. The interface is easy to use, and provides a quick method for you to raise new support tickets and track the progress of your requests. To access RequestManager, you can log on to the following URL: The interface is quick and easy to use. Please refer to Section 5 of this document, Logging and Tracking Tickets in RequestManager for further instructions and a step by step guide for using RequestManager effectively for support. Phone During business hours, (8:30am - 5:30pm) you can speak to a consultant at the Dataweave Identity Hub Service Desk by dialling the following number: Our friendly consultants will be happy to provide support and advice, or direct your call to the most appropriate technical consultant to work on your issue. The Dataweave Identity Hub Service Desk can be ed at the following address: support@dataweave.com.au Please note that s may take up to 1 business day for a response - for a more immediate response, you should log the ticket yourself in RequestManager. Dataweave Identity Hub Service Desk Handbook - Chapter 2 - Contacting the Service Desk 6

7 Service Desk Tickets 3.0 Dataweave Identity Hub, Service Desk Handbook - Chapter 3 - Service Desk Tickets 7

8 What Happens To My Ticket Once It Is Raised? Once your ticket is raised, the Dataweave Identity Hub Service Desk team follows a specialised set of processes to ensure your ticket is assigned to a consultant with the correct expertise, and dealt with in order of appropriate priority in comparison to other tickets raised by NSW Government employees. How Does My Ticket Get Prioritised? Initially, your ticket is prioritised as Severity: 1, 2, 3 or 4. When raising the ticket, the Dataweave Identity Hub Service Desk consultant will assign it a severity you are welcome to suggest a severity, based on the following definitions: Severity 1 The application is not functioning in accordance with the User Documentation AND no users can perform their core application functions AND no work around is available. Severity 3 The application is not functioning in accordance with the User Documentation which is affecting a minor presentation feature; or a request for scheduled work, e.g. a password change; or any other minor error in the application. Severity 2 The application is not functioning in accordance with the User Documentation AND some users can t perform their core application functions AND no work around is available. Note: When logging Severity 1 or 2 issues you must phone the Dataweave Identity Hub Service Desk, or follow up with a call after raising the ticket by or in RequestManager. Severity 4 A request for information; or there is an error in the User Documentation. What Service Level Agreements (SLA s) Are In Place? The Dataweave Identity Hub Service Desk has agreed to meet the following SLAs with working with NSW Government Identity Hub tickets: The Response time is the time taken for a Dataweave Identity Hub Service Desk consultant to review and assign your ticket, whilst the resolution time is the time taken to provide a workaround to the issue, so that you can continue your work. Please note that these SLAs apply for Production Incidents (ie. the system is not working as expected) only. Target Response Time for 90% of Issues 1 15 Minutes Authentication 30 minutes 2 1 Business hour during core support hours 3 2 Business Hours during Core Support Hours 4 8 Business Hours during Core Support Hours Target Resolution Time for 90 % of Issues Federation and SSO 30 minutes Identity Management 120 minutes 8 Business Hours during Core Support Hours 5 Business Days 10 Business Days Dataweave Identity Hub, Service Desk Handbook V Chapter 3 - Service Desk Tickets 8

9 How Will The Dataweave Identity Hub Service Desk Contact Me? When you raise your ticket with the Dataweave Identity Hub Service Desk team, you will be asked for your preferred contact method. Where possible, it is recommended that be the contact provided, so that you can communicate with the Dataweave team when it is most convenient for you. How Are Major Incidents Worked On? A major incident is defined as a Severity 1 or Severity 2, as defined in the How Does My Ticket Get Prioritised? section of Chapter 3. If a major incident is raised, a specialised set of processes is followed to ensure the fastest possible resolution, while clearly and consistently communicating progress. The following processes will be applied: 1. The ticket will be updated every hour at the minimum in RequestManager this can be viewed by users at any time to get a status update of how the ticket is progressing. 2. The RequestManager home page, will be updated with the current system status. 3. A team of Dataweave Identity Hub Service Desk consultants will work together to restore the service as soon as possible, within the agreed Service Level Agreements. Dataweave Identity Hub, Service Desk Handbook - Chapter 3 - Service Desk Tickets 9

10 NSW Government Escalation Procedure 4.0 Dataweave Identity Hub, Service Desk Handbook - Chapter 4 - Escalation Procedure 10

11 How Will The Dataweave Identity Hub Service Desk Contact Me? When you raise your ticket with the Dataweave Identity Hub Service Desk team, you will be asked for your preferred contact method. Where possible, it is recommended that be the contact provided, so that you can communicate with the Dataweave team when it is most convenient for you. How Can I Escalate To A Manager? If you feel that your ticket isn t progressing quickly enough, or you would like to escalate to a manager for any reason, the escalation path below should be followed. You can choose to escalate within the Dataweave Identity Hub Service Desk team, or internally, to NSW Government key staff. How Are Major Incidents Worked On? A major incident is defined as a Severity 1 or Severity 2, as defined in the How Does My Ticket Get Prioritised? section of Chapter 3. If a major incident is raised, a specialised set of processes is followed to ensure the fastest possible resolution, while clearly and consistently communicating progress. The following processes will be applied: 1. The ticket will be updated every hour at the minimum in RequestManager this can be viewed by users at any time to get a status update of how the ticket is progressing. 2. The RequestManager home page, will be updated with the current system status. 3. A team of Dataweave Identity Hub Service Desk consultants will work together to restore the service as soon as possible, within the agreed Service Level Agreements. Dataweave Escalation Procedure The following staff should be contacted in order. Note that the first point of escalation should always be calling the Dataweave Identity Hub Service Desk, and requesting that your ticket be escalated. Escalation Number Name Job Title Phone 1 Dataweave Identity Hub Service Desk Service Desk Consultant support@dataweave.com.au Sanjay Shah Service Delivery Manager sshah@dataweave.com.au NSW Government Escalation Procedure For any issues concerning your GEN or Identity please contact your HR Administrator. For business related support for you GEN, you may contact the PSC by at: GEN@psc.nsw.gov.au or by directly by phone: (02) Please note that responses to s will be provided within 24 hours. Dataweave Identity Hub, Service Desk Handbook - Chapter 4 - Escalation Procedure 11

12 Logging & Tracking Tickets In RequestManager 5.0 Dataweave Identity Hub, Service Desk Handbook Chapter 5 - Logging & Tracking Tickets 12

13 How Can I Log And Track A Ticket In RequestManager? Dataweave s RequestManager website is a quick and easy way for you to log and track tickets with the Dataweave Identity Hub Service Desk. This section provides simple instructions for using RequestManager to get support. How Do I Access RequestManager? RequestManager can be accessed through the following internet browsers: Browser Minimum Version Safari 4 Firefox 4 Internet Explorer 9 Google Chrome 5 To access the website, logon to the following URL: Click the following link, located in the bottom left hand corner to create your login: Fill out the details in the form: Click Save. You will now be ed a temporary password. You can use your username, and this temporary password to login to RequestManager: After your first login, move your mouse cursor over the My Account tab and click Information & Settings. Click the Change button in the bottom right hand corner of the screen to change your password: Dataweave Identity Hub, Service Desk Handbook Chapter 5 - Logging & Tracking TIckets 13

14 How Do I Log A New Ticket? To log a new ticket, login to the RequestManager website using your login credentials. Move your mouse cursor over the Tickets tab shown in the screenshot, and then select Log a Ticket from the menu that pops up. The Log a Ticket window appears: Type in or select the following information: 1. Summary: A one line summary of your issue 2. Application: Use the Find button to select the Application you are attempting to log into. Click Search with no search terms to bring up a selection of all applications. If unsure, select ID Hub Portal. 3. Customer Reference: Ticket ID for any related internal helpdesk items (leave blank if not relevant) 4. Does this ticket relate to: 3 quick questions to allow us to quickly determine the nature of your issue. 5. Additional Information: Any other information relevant to this ticket, potentially including: Any error messages you can see The navigation steps you took before encountering the error 6. Press the Next button. 7. Press the OK button to confirm the information. 8. Press the Save button to save the changes. Dataweave Identity Hub, Service Desk Handbook Chapter 5 - Logging & Tracking TIckets 14

15 How Do I Review And Update My Open Tickets? To see what tickets you currently have open with the Dataweave Identity Hub Service Desk, move your mouse cursor over the Tickets tab, and select My Open Tickets : The My Open Tickets window appears: From here you can click on any of your tickets to review the current status, and progress, of the ticket. If you would like to add an update, or communicate with the consultant working on your ticket, click the Update button at the top right hand side of the ticket page: Dataweave Identity Hub, Service Desk Handbook Chapter 5 - Logging & Tracking TIckets 15

16 Where Can I Get More Information On Requestmanager? Full details on how to use RequestManager can be downloaded by clicking the User Guide link at the bottom right hand side of any RequestManager page. Alternatively, you can contact the Dataweave Identity Hub Service Desk and ask one of our Service Desk consultants. Dataweave Identity Hub, Service Desk Handbook Chapter 5 - Logging & Tracking TIckets 16