Service Manager 9.41 Smart Analytics Demo Script

Transcription

1 Service Manager 9.41 Smart Analytics Demo Script Before we begin First read HP SM Smart Analytics Trial Kit.pdf. It includes important information, for example, how to setup Google Chrome browser to function as (emulate) a mobility client. In the below abc means you type in abc... <xyz> means you click on a button named xyz asd refers to a field name on the screen fgh.ert means a file you can select from the file browser that opens no password is required to login Demo users use for login User Amy.Lopez Servicedesk.Agent Incident.Analyst kquan falcon IT Role and Reporting role End user Service desk agent Incident Analyst ITIL user System Admininstrator Scenario 1: An service desk agent search a record to update by Smart Search Customer s challenges o Text search is slow(ir search) o No Cross module search with unified entry from change, request, service catalog, master data in OOB. o It takes too much time to integrate KM with sharepoint, wiki. o Search ticket by KM, navigate it to a read only page with limited information

2 Key product messages o Cross-module search o Natural language search o Auto correct o Superior performance Customer engagement o Are there a lot of enterprise asset cannot be integrated in unified place to serve both Agent and ESS user? o Do you have the problem to find something you need in system? Step Demo Action Narration Script 1 Login SERVICE MANAGER as Servicedesk.agent Now, suppose you are a service desk agent. 2 In home page, click search button at the top of frame to You launch global search by launch the global search. clicking the search button. Click the search icon You want to find an open 3 incident related lync access issue, so you enter the search term "Lync access Move cursor to Lyncc access, and click search button Auto correction will return search result of correct typing instead of wrong typo In search result page, check the library through the checkbox of libraries Click the filter button beside general filter, choose last 24 hours and choose anytime again. Click the filter button beside library Incident library, and choose categorization for status Choose the first one to open From here, you can narrow down your search result which focusing on incident library You also can find records which updated within 24 hours. You also can narrow down result by the filters per library, such as opened incident, choose status equals categorization. Now you can easily find what you need by smart search

3 The above also works for other similar demo scenarios to search from sharepoint or wiki page, if you configured sharepoint or wiki library, you can search by the key word and open it by the link. Scenario 2: An Incident Analyst copy solution from existing record by context aware search Customer s challenges o Level 1 agents cannot efficiently get help from KM search result seamlessly to current ticket and resolve it at the first contact? o Level 1 agents cannot easily classify the problem and hand it over to proper level 2 agent. o Level 1 agents want to treat end user differently according to their profile. o Level 1 agents want to know the services subscribed by this end user which is a potential broken service.

4 Key product messages o Interactive search o Seamless mode with Incident & search result o Actionable search results Customer engagement o Does any other problem when Level 1 agents get a call from end user? Step Demo Action Narration Script 1 Login SERVICE MANAGER as Incident Analyst Now, suppose you are an Incident Analyst. Pick up one ticket from my dashboard You open an incident that deals 2 with access on mobile phones. Click the search icon You want to find a solution to 3 resolve this incident, so you trigger context aware search from this record. Search result displayed The problem summary is 4 copied to the search box, and results are returned automatically. In opened search page, open sharepoint article link. In the search result page, you notice an article from sharepoint that meets your needs. You open it to check the details. 5 This sharepoint content has been indexed by IDOL, which fully supports sharepoint entitlement and provides easy on-boarding of the sharepoint server. Back to search page If you decide that this is not 6 the correct solution, you can open more. Open one closed incident ticket, solution was copied after clicking copy button. You open another closed incident record and check the solution in SERVICE MANAGER 7 to help you to resolve your problem. Again you can trigger the Operations Orchestration

5 workflow to fulfill the incident automatically. The above also works for other similar demo scenarios to launch context aware search after create a smart ticket, you can resolve the ticket after the smart ticket created.