Crowdsourcing the Matrix: Improving the Service Desk Experience and ITIL/ SDLC Processes
|
|
|
- Rodger Bond
- 10 years ago
- Views:
Transcription
1 Copyright 2014 Splunk Inc. Crowdsourcing the Matrix: Improving the Service Desk Experience and ITIL/ SDLC Processes Ian Thomas Problem Management Analyst, Paychex Enterprise Support
2 Disclaimer During the course of this presentalon, we may make forward- looking statements regarding future events or the expected performance of the company. We caulon you that such statements reflect our current expectalons and eslmates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward- looking statements, please review our filings with the SEC. The forward- looking statements made in the this presentalon are being made as of the Lme and date of its live presentalon. If reviewed aser its live presentalon, this presentalon may not contain current or accurate informalon. We do not assume any obligalon to update any forward- looking statements we may make. In addilon, any informalon about our roadmap outlines our general product direclon and is subject to change at any Lme without nolce. It is for informalonal purposes only, and shall not be incorporated into any contract or other commitment. Splunk undertakes no obligalon either to develop the features or funclonality described or to include any such feature or funclonality in a future release. 2
3 Agenda! About Me! About Paychex! Typical SDLC/ITIL Workflows Before and ASer Splunk! SupporLng the Real World! Crowdsourcing the Matrix! Improving Everything! What s next?! Q & A 3
4 About Me! Senior Problem Management Analyst at Paychex! ITIL FoundaLons CerLfied! Lean Six Sigma Green Belt Pending! 8 years with Paychex! Over 13 years of industry experience! Fan of sharing informalon efficiently to reduce spin! Splunk Fan 4
5 About Paychex 5
6 Typical SDLC/ ITIL Workflows Before and ASer Splunk
7 Before Splunk SDLC/ITIL InformaLon Flow Pre- Prod Test Test Engineering Bug Developer Logs = Defect Defect Tracking/ Code Repository Prod Support Bug Ticket IT Support Developer Logs = ArLcle KCS Knowledgebase RFC ITSM Monitoring IT OC Runbook Script Logs = Alert AlerLng System 7
8 Problems/Risks! Each group could be starlng from scratch! Same issue gets recorded separately in each repository! Knowledgebase searches are not 100% accurate! PotenLal for mullple Defects, RFCs, and Knowledgebase arlcles generated for same issue within each silo 8
9 ASer Splunk SDLC/ITIL InformaLon Flow Pre- Prod Test Test Engineering Bug Developer = Defect Defect Tracking/ New Splunk Code Repository Charts/Graphs Prod Support Bug Ticket IT Support Developer = ArLcle RFC KCS Knowledgebase ITSM New Splunk Charts/Graphs Monitoring IT OC Runbook Script = Alert AlerLng System New Splunk Based Alerts 9
10 ASer Splunk SDLC/ITIL InformaLon Flow Pre- Prod Test Test Engineering Bug Developer Logs = Defect Defect Tracking/ Code Repository Prod Support Bug Ticket IT Support Developer Logs = ArLcle KCS Knowledgebase RFC ITSM Monitoring IT OC Runbook Script Logs = Alert AlerLng System 10
11 SupporLng the Real World
12 Lost Guest DirecLons to MGM Grand Service Desk Lost Guest How can I help you? Hi, I am lost. Can you help me get back to the MGM Grand? Where are you? I don t know, I see a Starbucks Can you see any landmarks? I see a McDonalds Wait, I see another Starbucks Are you driving or walking? Driving What road are you on? Fremont Street What, you can t drive there???!!! I can and I am! What are you driving? A Rascal Scooter 21 Starbucks 10 McDonalds 12
13 How is This Like Online ApplicaLon Support? QuesLons commonly asked when supporlng online clients What plajorm/browser are you using? What applicalon are you in? What are you trying to do? Where are you, what are you seeing, and what is the issue? 13
14 Client Support Process Clients What app What Issue? What do I do? Help! KCS Knowledgebase No SoluLon Found Help! What app What Issue? Execu@ves Client Facing Service Desk Client Facing Business Support What do I do? 14 IT Support Incident/ Bug Ticket = ArLcle Developers RFC Produc@on Support Process
15 When Experts View Logs 15
16 GPS Tracker Logs How Could They Help? Lost Guest Service Desk Hi, I got lost. Can you help me get back to the MGM Grand? Sure, One second while I check your locahon in our new tool (What does this say? This doesn t help me!!!) Ok Where are you now?... Lost Guest IT Expert Hi, I got lost. Can you help me get back to the MGM Grand? Sure, I see where you are... (and where you have been) Follow Koval down to Harmon take a right etc. 16
17 Crowdsourcing the Matrix
18 360 View Client Who we Serve I want answers and help now. I don t want to be asked lots of questions. William Service Desk Rep I want to help the client now. I want to ask as few questions as possible to provide the client with the right answer the first time. Tom IT Support Desk I want to know what to do when an issue is escalated to me. I want the Service Desk to resolve issues without escalating to me. Dave Developer If we have information about a logged event I want to know it. I want to stop known issues from being escalated to me, from IT Support, Test Engineering, and the Operations Center. Miriam Test Engineer If I encounter a bug, I want to know if we have seen it before. Paul OperaHons Center Analyst When I get an alert, I want to know to respond: Is issue directly impacting our clients and how? 18
19 Which Logged Events Do We Care About? IT Client All Events All Events INFO ERROR More Answers Fewer WARN Fewer Annoyances 19
20 Known Event Records EventKNow Approach! What is a Known Event Record (KER)? Event class of interest idenlfied Logical buckelng schema created ê Find fields you can combine into event signature ê Mask event specific uniqueness Buckets are automahcally assigned a Known Event Record Number! When someone encounters an event with a Known Event Record perlnent to their issue, they update it with what they know in a simple interface! Everyone using Splunk/EventKNow sees the informalon in the Known Event Record and adds to it as more is learned 20
21 What does adding Known Event Records do? KERs Divide Event Space into Buckets All Events 21
22 EventKNow Known Event Record Viewer/Editor 22
23 EventKNow Access Points Make it Easy Open Searches - IT/Dev and Splunk Ninjas Trending Dashboards: IT OC, Dev, Problem, KERs graphed by - KER- App - RFC(APR at Paychex) and Status Username Search Client Facing Service Desks/Test/Support User Plajorm/ Browser Info 23
24 Improving Everything
25 Before EventKNow - SDLC/ITIL InformaLon Flow Pre- Prod Test Test Engineering Bug Developer = Defect Defect Tracking/ New Splunk Code Repository Charts/Graphs Prod Support Bug Ticket IT Support Developer = ArLcle RFC KCS Knowledgebase ITSM New Splunk Charts/Graphs Monitoring IT OC Runbook Script = Alert AlerLng System New Splunk Based Alerts 25
26 Make Everyone Behave Like an IT Expert 26
27 ASer EventKNow SDLC/ITIL InformaLon Flow Pre- Prod Test Prod Support Monitoring Test Engineering Bug Ticket IT OC Bug IT Support Developer Runbook Developer Script EventKNow = = = Defect ArLcle RFC Alert Defect Tracking/ EventKNow Code Repository Charts/Graphs KCS Knowledgebase ITSM AlerLng System EventKNow Charts/Graphs EventKNow Based Alerts 27
28 Client Support Process ASer EventKNow Clients Help! I know what you need I know what to do EventKNow Username/Event Search KCS Knowledge base I know what you need Client Facing Service Desk Help! Execu@ves Client Facing Business Support I know what to do 28 IT Support NEW Incident/ Bug Ticket = ArLcle Developers RFC Produc@on Support Process
29 Demo Of EventKNow Interfaces! Support Interface! Known Event Record Viewer/Editor! Dashboard! Open Searches 29
30 EventKNow as Connector Future OpportuniLes ProacLve CommunicaLon KCS Knowledge Base Self Service In App - Real Time Event Specific Feedback EventKNow People IntegraLon with Internal Support Tools In App Support Requests Improve Business Processes Execu@ves 30
31 What s Next?
32 Special Offer: Try Splunk MINT Express for Free! Splunk MINT offers a fast path to mobile intelligence. How fast? Find out with a 6- month trial* Register for your free trial: hsp://mint.splunk.com/conf2014offer Download the Splunk MINT SDKs Add the Splunk MINT line of SDK code and publish** Start getng digital intelligence at your fingerlps! *Offer valid for.conf2014 atendees and coworkers of atendees only. **Trial allows monitoring of up to 750,000 monthly achve users (MAUs). 32
33 THANK YOU Ian Thomas Problem Management Analyst Paychex, Inc.
Deploying the Splunk App for Microso> Exchange
Copyright 2014 Splunk Inc. Deploying the Splunk App for Microso> Exchange Jeff Bernt SDET Disclaimer During the course of this presentahon, we may make forward- looking statements regarding future events
Splunk for.net Developers
Copyright 2014 Splunk Inc. Splunk for.net Developers Glenn Block Senior Product Manager, Splunk Disclaimer During the course of this presentahon, we may make forward- looking statements regarding future
Splunk Apps for Monitoring Microso< Based Infrastructure
Copyright 2013 Splunk Inc. Splunk Apps for Monitoring Microso< Based Infrastructure Sharad Kylasam Sr. Product Manager Mike Papale So
How To Use Splunk For Android (Windows) With A Mobile App On A Microsoft Tablet (Windows 8) For Free (Windows 7) For A Limited Time (Windows 10) For $99.99) For Two Years (Windows 9
Copyright 2014 Splunk Inc. Splunk for Mobile Intelligence Bill Emme< Director, Solu?ons Marke?ng Panos Papadopoulos Director, Product Management Disclaimer During the course of this presenta?on, we may
Deploying Splunk on Amazon Web Services
Copyright 2014 Splunk Inc. Deploying Splunk on Amazon Web Services Simeon Yep Senior Manager, Business Development Technical Services Roy Arsan Senior SoHware Engineer Disclaimer During the course of this
SapphireIMS Service Desk Feature Specification
SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams
SapphireIMS 4.0 Service Desk Feature Specification
SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission
Simplified Forwarder Deployment and Deployment Server Techniques
Copyright 2015 Splunk Inc. Simplified Forwarder Deployment and Deployment Server Techniques Cary Pe;erborg Sr. Monitoring Eng., LDS Church Disclaimer During the course of this presentalon, we may make
Stream Deployments in the Real World: Enhance Opera?onal Intelligence Across Applica?on Delivery, IT Ops, Security, and More
Copyright 2015 Splunk Inc. Stream Deployments in the Real World: Enhance Opera?onal Intelligence Across Applica?on Delivery, IT Ops, Security, and More Stela Udovicic Sr. Product Marke?ng Manager Clayton
Leveraging Machine Data to Deliver New Insights for Business Analytics
Copyright 2015 Splunk Inc. Leveraging Machine Data to Deliver New Insights for Business Analytics Rahul Deshmukh Director, Solutions Marketing Jason Fedota Regional Sales Manager Safe Harbor Statement
Copyright 2013 Splunk Inc. Introducing Splunk 6
Copyright 2013 Splunk Inc. Introducing Splunk 6 Safe Harbor Statement During the course of this presentation, we may make forward looking statements regarding future events or the expected performance
Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements
Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Ability to support a 24x7 service desk operation Ability to provide workflow capabilities for efficient incident,
HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July
DIT Online Self Service for Clients
DIT Online Self Service for Clients Written by: Customer Services Management Division of Information Technology May 2012 Version 1 Copyright 2012 Charles Sturt University No part of this document may be
Problem Management Why and how? Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com
Problem Management Why and how? Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Page 1 Copyright, trademarks and disclaimers Serio Limited provides you access to this document
HEAT Quick Reference Guide
HEAT Quick Reference Guide How to Log In 1. In a browser, enter the URL for the HEAT system (https://heat.nd.gov/heat). HEAT opens to the login page. 2. Enter your user name and password (this will be
Service Management Foundation
Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations
Copyrighted www.eh1infotech.com +919780265007, 0172-5098107 Address :- EH1-Infotech, SCF 69, Top Floor, Phase 3B-2, Sector 60, Mohali (Chandigarh),
Content of 6 Months Software Testing Training at EH1-Infotech Module 1: Introduction to Software Testing Basics of S/W testing Module 2: SQA Basics Testing introduction and terminology Verification and
EDITIONS COMPARISON ICEFLO Editions & Pricing. Date November 2015 Version. v1d2
EDITIONS COMPARISON ICEFLO s & Pricing Date November 2015 Version v1d2 Introduction ICEFLO provides your deployment community with one central place to manage all deployment-related activities. That means
How To Create A Help Desk For A System Center System Manager
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012
Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available
Vistara Lifecycle Management
Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
HP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
Splunk Company Overview
Copyright 2015 Splunk Inc. Splunk Company Overview Name Title Safe Harbor Statement During the course of this presentation, we may make forward looking statements regarding future events or the expected
HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Request Management help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Request Management help topics for printing Document Release Date: December 2014 Software Release Date: December
LANDesk Service Desk. Outstanding IT Service Management Made Easy
LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT
System Walkthrough & Test Cases
Customer-Ticket.com System Walkthrough & Test Cases Wamp Multimedia Sdn Bhd Sales Hotline : 1700 80 0070 ( within Malaysia ) Telephone : +60 17 337 0027 Web : http://www.customer-ticket.com/ Email : [email protected]
Real World Big Data Architecture - Splunk, Hadoop, RDBMS
Copyright 2015 Splunk Inc. Real World Big Data Architecture - Splunk, Hadoop, RDBMS Raanan Dagan, Big Data Specialist, Splunk Disclaimer During the course of this presentagon, we may make forward looking
FSA Infrastructure Trial Guide
FSA Infrastructure Trial Guide 2015 2016 Published September 25, 2015 Prepared by the American Institutes for Research Table of Contents Infrastructure Trial Overview... 1 Infrastructure Trial Guide Overview...
Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.
ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid
ORACLE IT SERVICE MANAGEMENT SUITE
ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS
Incident Management Best Practices Chris Pope. Global Service Delivery Manager Global Managed Services Column Technologies.
Incident Management Best Practices Chris Pope Global Service Delivery Manager Global Managed Services Column Technologies February 2009 Agenda & Objectives 1. Incident Management Overview 2. Changes in
HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.
HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013
MATLAB as a Collaboration Platform Marta Wilczkowiak Senior Applications Engineer MathWorks
MATLAB as a Collaboration Platform Marta Wilczkowiak Senior Applications Engineer MathWorks 2014 The MathWorks, Inc. 1 Agenda Use other people s code, apps and toolboxes Share your code with others Collaborate
Comprehensive Security with Splunk and Cisco
Copyright 2014 Splunk Inc. Comprehensive Security with Splunk and Cisco Mario MASSARD Splunk Senior SE [email protected] Company Company (NASDAQ: SPLK) Founded 2004, first software release in 2006 HQ: San
Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal
Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal This Application Note provides instructions for configuring Apps settings on the Cisco OnPlus Portal and Autotask application settings
End- to- End Monitoring Unified Performance Dashboard (UPD)
Calvin Smith Project Solution Architect Rich Galloway Systems Integration Engineer Michael Rodriguez Splunk Analytics Engineer Karen Wilson Program Manager Northrop Grumman Information Systems (NGIS) Copyright
Support Desk Help Manual. v 1, May 2014
Support Desk Help Manual v 1, May 2014 Table of Contents When do I create a ticket in DataRPM?... 3 How do I decide the Priority of the bug I am logging in?... 3 How do I Create a Ticket?... 3 How do I
OpenITSM - IT Service Management with Open Source Software
OpenITSM - IT Service Management with Open Source Software 03.02.2011 CloudExpo London Speaker: Julian Hein NETWAYS Founded 1995 26 full time employees Headquarter Nuremberg, Germany Focus on Open Source
Command Center Handbook
Command Center Handbook P r o a c t i v IT e Monitoring Protecting Business Value Through Operational Excellence Abdul A Jaludi Copyright 2014 Abdul A Jaludi [email protected] www.tag-mc.net All rights reserved.
Software Support Registration workflow
Software Support Registration workflow Schlumberger Information Solutions March 2014 Copyright Notice 2014 Schlumberger. All rights reserved. No part of this manual may be reproduced, stored in a retrieval
Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6
Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6 Who s Talking Lance Waagner Chief Executive Officer Intelliteach Founded 1998 Over 150 employees Global 24-hour servicedesk
MY HELPDESK - END-USER CONSOLE...
Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION... 3 1.1. OBJECTIVES... 3 1.2. END-USER CONSOLE... 3 1.3. SUMMARY OF RESPONSIBILITY... 3 1.4. HELPDESK INCIDENT LIFE CYCLE...
CA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
ipad Set Up Guide: Staff! 1 of! 20
ipad Set Up Guide: Staff! 1 of! 20 Follow the step-by-step directions in this document to activate your ipad; set up Lotus Notes Traveler; install and configure Google Chrome and Google Drive; and set
PaDent Privacy Monitoring with Splunk
Copyright 2015 Splunk Inc. PaDent Privacy Monitoring with Splunk Davin Studer Systems Analyst, The Vancouver Clinic Disclaimer During the course of this presentadon, we may make forward looking statements
IntroducJon to Splunk Cloud & Case Study: MindTouch. Praveen Rangnath Splunk César López- Natarén MindTouch Aaron Fulkerson MindTouch
Copyright 2014 plunk Inc. Copyright @ 2 014 CSomcast IntroducJon to Splunk Cloud & Case Study: MindTouch Praveen Rangnath Splunk César López- Natarén MindTouch Aaron Fulkerson MindTouch Disclaimer During
Helpdesk how to log a ticket and navigate.
Helpdesk how to log a ticket and navigate. Contents Logging a ticket... 3 Use the Knowledge Base (KB) and Community... 6 View Tips and Tricks... 7 Ask a Question... 8 Subscribe and receive notifications...
Vulnerability Management with the Splunk App for Enterprise Security
Copyright 2014 Splunk Inc. Vulnerability Management with the Splunk App for Enterprise Security Randal T. Rioux Principal Security Strategist and Minister of Offense Splunk Inc. Disclaimer During the course
Workspace Management ServiceDesk, Self-Service + Service Catalog User Services
Workspace Management ServiceDesk, Self-Service + Service Catalog User Services 01 WHY 01 EMPOWERING IT TO EMPOWER THE USER 02 WHAT 02 USER SERVICES PAIN POINTS 02 WHAT SOLVING THE PAINS IN USER SERVICES
Professional CRM Support. Telephone: 01625 322 230 Website: www.thecrmbusiness.com Email: [email protected]
Professional CRM Support Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once
Service Manager 9.41 Smart Analytics Demo Script
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
BMC Remedy IT Service Management Suite
BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are
The Impact of Transaction-based Application Performance Management
An AppDynamics Business White Paper MASTERING APPLICATION PERFORMANCE IN FINANCIAL SERVICES The Impact of Transaction-based Application Performance Management Managing applications in the world of Financial
Hunk & Elas=c MapReduce: Big Data Analy=cs on AWS
Copyright 2014 Splunk Inc. Hunk & Elas=c MapReduce: Big Data Analy=cs on AWS Dritan Bi=ncka BD Solu=ons Architecture Disclaimer During the course of this presenta=on, we may make forward looking statements
Mendix ExpertDesk, Change and Incident Management. Customer Support
Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com
The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
Best Practices in Release and Deployment Management
WHITEPAPER Best Practices in Release and Deployment Management Mark Levy Through 2016, a lack of effective release management will contribute up to 80% of production incidents in large organizations with
Service Desk Level 1 Service Description
Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client
Magento Technical Support Guide
Magento Technical Support Guide April 2012 Thank you for using Magento products and services. Technical support is a vital part of the total Magento customer experience. We want you to get the most from
Problem Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
IT Best Practices. Service Operations Recommendations
IT Best Practices Service Operations Recommendations IT Best Practices Service Operations Sub-Group Last Updated: August 29th, 2014 Objectives The Service operations subgroup of the IT Best Practices project
The Connected Business Support Center
t At Connected Business, we develop powerful, fully integrated applications designed to bring all the major business processes together via a single comprehensive solution. Our applications are powerful,
Payroll + Benefits + Compliance. Manage all your HR online, in one place.
Payroll + Benefits + Compliance. Manage all your HR online, in one place. 10,000+ companies use Zenefits to better manage their 100,000+ employees. Since we switched to Zenefits, we ve been able to hire
Kapsch Customer Support System
Leuvensesteenweg 540, b3 B-1930 Zaventem, Belgium Tel: +32 2 306 10 11 Fax: +32 2 306 10 99 E-mail: [email protected] Customer Guideline for the Kapsch Customer Support System - Version 8.00 DOCUMENT
performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.
DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,
ITIL V3 Foundation Certification - Sample Exam 1
ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of
How to Leverage Splunk s Security Intelligence PlaKorm for Security OperaNons Environments
Copyright 2013 Splunk Inc. How to Leverage Splunk s Security Intelligence PlaKorm for Security OperaNons Environments Enoch Long Prin Sec Strategist/Client Architect, Splunk(Fed) #splunkconf Legal NoNces
Information Technology Services ServiceNow: Change Management Phase I Project Charter
ServiceNow: Change Management Phase I Project Charter VERSION: 1.3 REVISION DATE: 9/28/2011 Approval of the Project Charter indicates an understanding of the purpose and content described in this deliverable.
How to Work with HEAT Self Service
Division of Information Technology at UNCP How to Work with HEAT Self Service About This Document This document provides end-user instructions on using the HEAT Self Service (HSS) application to create,
Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management
Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Andy Oppenheim Enterprise Management, Product Management Mervyn Lally
Grid CompuAng AnalyAcs with Splunk Finnbar Cunningham
Copyright 2014 Splunk Inc. Grid CompuAng AnalyAcs with Splunk Finnbar Cunningham Head of Grid CompuAng OperaAons & Support Credit Suisse Disclaimer During the course of this presentaaon, we may make forward-
6 Tips to Help You Improve Incident Management
6 Tips to Help You Improve Incident Management by Stuart Rance Incident management is often the first IT service management (ITSM) process that an IT organization adopts, and many of my clients have a
HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal
CRM. itouch Vision. This document gives an overview of OneTouch Cloud CRM and discusses the different features and functionality.
itouch Vision CRM This document gives an overview of OneTouch Cloud CRM and discusses the different features and functionality. For further information, about implementation and pricing please contact us.
Closed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
Second CRM CRM Solution for Small Companies
Second CRM CRM Solution for Small Companies Technologize Your Business TM Introductory Presentation June 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Pricing, Implementation
WHITE PAPER. iet ITSM Enables Enhanced Service Management
iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted
GeBng Started with Splunk MINT
Copyright 2015 Splunk Inc. GeBng Started with Splunk MINT Panos Papadopoulos Director, Product Management, Splunk Mobile App Mobile Network Datacenter 2 The Challenges of Delivering Mobile Apps Form Factor,
Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
White Paper: BMC Service Management Process Model 7.6 BMC Best Practice Flows
White Paper: BMC Service Management Process Model 7.6 BMC Best Practice Flows October 2009 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website,
Deployment Best PracHces for Splunk Apps Monitoring MicrosoK- based Infrastructure
Copyright 2013 Splunk Inc. Deployment Best PracHces for Splunk Apps Monitoring MicrosoK- based Infrastructure Sharad Kylasam Sr. Product Manager Jeff Bernt - SDET #splunkconf Legal NoHces During the course
BENCHMARKING V ISUALIZATION TOOL
Copyright 2014 Splunk Inc. BENCHMARKING V ISUALIZATION TOOL J. Green Computer Scien
HEAT Call Logging User Guide
HEAT Call Logging User Guide Office of Information Technology Created: January 28, 2003 Updated: April 25, 2010 TABLE OF CONTENTS TABLE OF CONTENTS... 2 OVERVIEW... 3 ISSUE RESOLUTION FLOWCHART... 5 LOGGING