HelpSTAR Student Edition

Transcription

1 APPENDIX B HepSTAR Stdent Edition In this appendix, yo wi earn abot: The featres of HepSTAR, a commercia hep desk software package How to insta HepSTAR on a PC How severa organizations se HepSTAR How to access HepSTAR s onine materias and demonstrations How to se some basic featres of HepSTAR

2 Insta HepSTAR Stdent Edition The prpose of this appendix is to give yo some hands-on experience with a representative commercia hep desk software package simiar to those yo might enconter in a hep desk position. Chapter 6 provided an overview of hep desk software toos and the HepSTAR package. This appendix contains additiona information abot HepSTAR and provides yo with an opportnity to se the software. A CD packaged with this book incdes the HepSTAR Stdent Edition software, a prodct of Hep Desk Technoogy Internationa Corporation. The Stdent Edition is a 180-day tria version of the HepSTAR commercia edition. The tria period shod give yo an opportnity to earn as mch as yo wod ike abot the prodct. The Stdent Edition incdes f access to onine ttorias, demonstrations of HepSTAR, and video interviews with HepSTAR s sers. 597 Insta HepSTAR Stdent Edition To insta the Stdent Edition of HepSTAR, yo mst have: HepSTAR Stdent Edition instaation CD (packaged with this book) Windows XP/Vista/7 operating system Windows Instaer version 4.5 or ater Minimm of 1 gigabyte of RAM Approximatey 1.5 gigabyte of avaiabe disk space Internet access (broadband connection) The instaation process takes approximatey 20 to 30 mintes, depending on the speed of the PC on which HepSTAR is being instaed. In addition to HepSTAR, other software packages wi be instaed on the PC (ness they are aready instaed), incding Microsoft s.net 3.5 framework and Microsoft s SQL Server (2005 Express edition). The.NET framework contains a ibrary of spport software that HepSTAR needs to operate. SQL Server is the database software in which HepSTAR information is stored. Reinstaing HepSTAR deetes any changes yo made to the sampe database that is incded with the software. If yo reinsta HepSTAR in order to start over with the origina sampe database, the reinstaation process wi ony take abot 10 mintes becase.net and SQL do not have to be instaed again. To insta HepSTAR, compete the foowing steps: 1. Insert the HepSTAR CD into the CD/DVD drive. (If the CD AtoPay featre is operationa on the PC, yo may skip Steps 2, 3, and 4 beow.) 2. Cick the desktop icon Compter (or My Compter, depending on yor operating system), or cick Start and then cick Compter on the Start men. 3. The CD shod appear in the Compter window as HepSTAR 2012 SE.

3 APPENDIX B HepSTAR Stdent Edition Dobe-cick the HepSTAR 2012 SE CD icon, and then, if necessary, dobe-cick atorn.exe; a wecome screen for the Stdent Edition is dispayed. 5. Depending on the operating system, Window s User Accont Contro (UAC) may reqest permission for HepSTAR to be instaed on the system. If necessary, enter an Admin password, and then cick Yes. 6. An InstaShied Wizard wi gide yo throgh the instaation process. (See Chapters 5 and 10 for more information abot instaation tiities sch as InstaShied.) Cick Next. 7. The License Agreement for HepSTAR Stdent Edition is dispayed. Read the icense agreement carefy. Among other provisions, paragraph 1 of the agreement says that the Stdent Edition is imited to 180 days for the prpose of testing and evaation. Paragraph 3 indicates that yo can insta and se the software on more than one PC, sch as a schoo or work system and a home system. If yo agree to the terms dispayed on the screen, cick to accept the icense agreement, and then cick Next. Yor icense agreement is with Hep Desk Technoogy Internationa Corporation (HDTIC), the company that deveoped and ses HepSTAR, and not with the pbisher or athor of this book. 8. Cick Next to verify the instaation destination foder. Dring instaation, InstaShied copies HepSTAR to the defat foder C:\Program Fies\HepSTAR Stdent Edition\. (Note that in 64-bit versions of Windows, HepSTAR instas in the 32-bit foder, C:\Program Fies (x86)\hepstar Stdent Edition\.) In addition to HepSTAR, the.net and SQL Server packages described above are instaed. Cick Next to accept the defat foder ocation. As part of the instaation, HepSTAR instas a shortct to the program on the PC s desktop. The exectabe program is named WinI.exe in the \HepSTAR Stdent Edition\ foder. 9. When a fies have been instaed, HepSTAR dispays a sccessf instaation message. Cick Finish. 10. Next, InstaShied configres the HepSTAR package. 11. When the configration is compete, yo wi be reqired to register the software with HepSTAR. Enter yor name (first name is sfficient) and emai address. Yor schoo name, corse nmber, and teephone nmber are optiona entries. Cick Register when finished. 12. When sing the Stdent Edition, yo wi og in as a hep desk spport representative named Beth Markham. After yo register the software, a ogin screen for Beth Markham wi be dispayed. Cick the Login btton to view HepSTAR s workspace. Beth s password is hepstar. 13. To exit HepSTAR, cick Exit Hepstar on the Fie tab, or cick the X (Cose) btton in the pper-right corner of the window, and then cick Yes.

4 Getting Started Learning Abot HepSTAR The Stdent Edition of HepSTAR does not incde technica spport for instaation or operationa probems. In case of probems, contact yor instrctor. Pease do not contact Hep Desk Technoogy Internationa Corporation, the athor, or the pbisher, Corse Technoogy (Cengage Learning), abot any instaation or operationa probems. Getting Started Learning Abot HepSTAR HepSTAR incdes a variety of onine adio/visa interviews and demonstrations to hep yo get started earning abot the software. These resorces can be accessed on HepSTAR s Web site and in the HepSTAR software. Becase the Web-based HepSTAR earning resorces are data intensive, they shod be accessed on a high-speed, broadband Internet connection. 599 ON THE WEB If yo wod ike to view HepSTAR s onine prodct information withot instaing the software, foow these inks: Cient Interviews (videos): then cick the Testimonias tab HepSTAR Evaator s Gide (a prodct overview): qickeva/qickevagide2012.pdf Prodct Featre Demos (videos): featre-demos.asp After HepSTAR is instaed, yo can access additiona information in the program s hep system. On the ribbon, in the pper-right corner of the HepSTAR screen, cick the Hep (?) btton, and then cick HepSTAR Hep, or press the F1 fnction key. A tabe of contents for HepSTAR hep is in the eft pane. Note that the hep system is for the 2010 version of HepSTAR; some mens and screens appear somewhat differenty in the 2012 version. Cient Interviews To hear from some hep desk staff abot why they chose HepSTAR software and to earn more abot how it is sed in a variety of bsiness, edcationa, and government organizations, go to HepSTAR s Web site ( and cick the Testimonias tab. The comments of hep desk workers, managers, and network technicians provide severa perspectives on sing the software. Note the foowing information abot viewing these videos:

5 APPENDIX B HepSTAR Stdent Edition Adobe Fash Payer is reqired to view the video testimonias. To pay a testimonia, cick the pay btton in the center of the video. To stop a video, cick the pase btton or cick otside the video screen. 600 Featre Demos The HepSTAR Web site aso incdes videos that describe HepSTAR prodct featres. These videos are designed as saes toos, and are not primariy ttoria demonstrations. Cick the Featre Demos ink on the right side of the Web site to view short videos on the foowing HepSTAR featres: Intitive User Interface Bsiness Res Ato Discovery Emai Inbox User-Defined Fieds Project Tempates Web Porta Active Directory Reporting and Data Anaysis Roe-Based Access Contro The materia in these prodct demos incdes descriptions of how HepSTAR soves a variety of hep desk and ser spport probems. Some of these featres are covered in greater depth in the ttoria steps beow. HepSTAR Terminoogy Part of earning to se a new software package is adapting to its vocabary. Some HepSTAR terminoogy is simiar to key terms defined esewhere in this book; other terms are niqe to HepSTAR. HepSTAR provides a gossary of terms as part of its onine hep system. To access a gossary within the software, press the F1 fnction key, and then cick the Gossary of Terms item in the Hep men. Figre B-1 ists some key terms and their definitions that yo are ikey to enconter as yo se HepSTAR. The gossary of terms in HepSTAR expands on the definitions in Figre B-1 and incdes definitions of other terms that yo are not ikey to enconter as yo work throgh the HepSTAR ttoria in this appendix.

6 Getting Started Learning Abot HepSTAR aert A HepSTAR-generated message to a spport rep that is triggered by an event (sch as a reqest being cosed) or by the appication of a bsiness re. asset An inventory item, sch as a PC, server, network gateway, or software package. ato discovery A too to scan the hardware and software on a network to ocate new or nathorized devices or adit for compiance with the terms of software icense agreements. 601 Best Sotions HepSTAR s knowedge base of resoved service reqests and spport artices. bsiness re An if-then re sed to atomate tasks in HepSTAR; when a condition has been met (sch as when a service reqest with a critica priority is not handed within 30 mintes), an action is triggered (for exampe, the service reqest is escaated or an emai is sent). category A way to cassify each service reqest according to the natre of the probem. dashboard A brief management report (statistics and charts) on the performance of a hep desk. organizationa nit Within an organization, a department or other strctre (sch as a sb-department) that can generate service reqests. qery Criteria sed to search for or fiter (seect) information in a database. reference nmber A niqe nmber HepSTAR atomaticay assigns to each new reqest. reminder A message initiated by an end ser, agent, or manager to prompt a ser to take some action, sch as make a foow-p phone ca. reqester Any ser of the HepSTAR system; reqesters can sbmit service reqests. SLA (service eve agreement) A contract between end sers and a service provider that defines a specified eve of hep desk services; for exampe, an SLA may specify maximm hep desk response and resotion times. Provisions of a service eve agreement are often defined as bsiness res in HepSTAR. service reqest An incident, phone ca, or emai from a ser to a hep desk or service faciity. spport rep A hep desk agent or ser spport speciaist who handes service reqests. ser Anyone who ses the HepSTAR system, incding end sers, hep desk staff, and managers (the atter two grops are privieged sers becase they have access to featres that end sers do not). workfow A process dring which a service reqest passes throgh varios stages (sometimes caed a ife cyce) from receipt to dispatch, prioritization, assignment, escaation, resotion, docmentation, and finay to termination; simiar to the steps in incident management. Figre B-1 Key terms sed in HepSTAR software

7 APPENDIX B HepSTAR Stdent Edition 602 HepSTAR s Workspace Lanch HepSTAR by dobe-cicking the desktop program icon, or cick HepSTAR 2012 Stdent Edition in the Windows Start men. The initia screen shows the ogin screen, with Beth Markham s name and password (hepstar) aready entered. Cick the Login btton to dispay the main HepSTAR window or workspace, shown in Figre B-2. The window contains the foowing eements (nmbered descriptions beow correspond to the nmbered bets in the figre): 1. Ribbon interface A ribbon men appears across the top of each HepSTAR window; this men stye is common to Windows software sch as the Microsoft Office 2007 or 2010 sites. 2. HepSTAR men In the eft pane of the workspace, HepSTAR dispays shortcts to six of the software s most popar toos: HepSTAR Today Dispays a ser s workspace, which incdes annoncements, the ser s caendar, and action items sch as service reqests that need attention Service Reqests Dispays a detaied ist of service reqests (in priority order) that have been assigned to the agent Emais, Commnications Dispays an inbox of commnications sent to an agent from end sers, hep desk staff, and managers Caendar Dispays the agent s onine caendar of events, which can be edited Docments Dispays a ist of docments stored in the HepSTAR system to which sers have access Assets/Configration Provides a porta into the asset and workstation configration database 3. Spport Rep s stats At the bottom of each screen is a stats bar. The stats bar in Figre B-2 shows inks to varios aerts, messages, reminders, and qees that are part of Beth Markham s HepSTAR desktop workspace. Beth s workspace consists of a the HepSTAR services to which she has athorized access. 4. Cose btton To exit from HepSTAR, cick the Cose (X) btton in the pper-right corner of the window.

8 A Case Stdy Ttoria Using HepSTAR 603 Figre B-2 HepSTAR home page for Beth Markham A Case Stdy Ttoria Using HepSTAR HepSTAR is an extensive commercia hep desk system with many featres. The prpose of this case stdy ttoria is to give yo an introdctory experience with HepSTAR, as an exampe of a hep desk system sed in rea bsinesses. The case stdy ttoria is not designed or intended to be a compete gide to a of HepSTAR s software featres. In addition, the qestion of whether HepSTAR is appropriate for a specific organizationa se is beyond the scope of this text. Ocean Hose Case Stdy Ocean Hose is a company that designs and programs cstom Web sites for other companies. The company is organized into severa departments, incding Administration, Deveopment, Faciities Management, Hman Resorces, Saes, and Tech Spport. Ocean Hose wants to offer its cients the abiity to add interactive maps to their Web sites, and has recenty hired George Friedman, a GIS (Geographica Information Systems) technician with experience in Web-based map software. Beth Markham, a hep desk representative, has been assigned to get George set p in Ocean Hose s HepSTAR system.

9 APPENDIX B HepSTAR Stdent Edition 604 This case stdy ttoria assmes yo have instaed HepSTAR on yor PC. The Stdent Edition of HepSTAR is distribted with a sampe database that incdes a few sers, assets, service reqests, sotions, and other information, some of which wi be sed in this case stdy ttoria. The ttoria beow does not detai each keystroke or mose cick. It assmes that yo are generay famiiar with the se of the Windows GUI interface and that yo have viewed severa of the demonstrations on the HepSTAR Web site described above. The entire ttoria of 18 steps takes 2 to 3 hors to compete. Step 1: Start HepSTAR Dobe-cick the HepSTAR icon on yor desktop or choose HepSTAR from the Windows Start men, and og in as Beth Markham. In HepSTAR, sers often find they have mtipe windows open. Any time yo want to retrn to the HepSTAR main men, cick the Cose btton in the pper-right corner to cose the top window, or cick the HepSTAR Today btton in the eft pane. Step 2: Update the Company Information Before entering George as a ser in HepSTAR, yo can get some experience with basic information entry by pdating the information for the company, Ocean Hose. On the ribbon men on the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton (on the eft side). Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Companies icon. In the ist of companies, cick Ocean Hose. In the Manage command grop, cick Update. Enter the foowing information abot Ocean Hose into the Edit Company form: Name: Ocean Hose Company Type: Manfactrer Teephone: Street 1: 101 Foothis Street Street 2: Site 300 City: Newmarket State: ON Code: L3X 4G0

10 A Case Stdy Ttoria Using HepSTAR Contry: Canada When yo have competed the Edit Company form for Ocean Hose, save the entry by cicking the Save btton on the Qick Access toobar, or press the Ctr+S keys. To review the company information yo entered, cick Ocean Hose in the ist, and then cick the Company Properties icon on the ribbon to view the information abot Ocean Hose. When finished, cick the Cose btton (pper-right corner of the window). If yo made a mistake in the entry, cick the Update command again, and make any necessary corrections. 605 To deete a company from the ist of companies, cick its name to highight it, and then cick De-Activate in the ribbon s Manage grop. Step 3: Enter a New Grop as an Organizationa Unit Since George is the first GIS Technician in Ocean Hose, Beth needs to add GIS as a grop into HepSTAR s database. A grop is a type of organizationa nit (OU) in HepSTAR. Each organizationa nit generates a qee (foder) of service reqests for hep desk agents. The new GIS grop wi be part of the Deveopment Department. On the ribbon men on the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton. Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Organizationa Hierarchy icon. Look over the existing departments in Ocean Hose. Cick Deveopment to make that department the active organizationa nit. On the ribbon, cick the New btton in the Organizationa Hierarchy grop, and then cick Organizationa Unit from the drop-down men. Enter the foowing information abot the GIS grop on the form: Qee Name: GIS Grop For the Qee Type, cick Generic OU/Foder When yo have entered the information for the GIS Grop, save the entry by cicking the Save btton on the Qick Access toobar or pressing the Ctr+S keys. GIS Grop shod now appear in the ist of avaiabe organizationa nits in the Deveopment department. To deete an organizationa nit from the ist of avaiabe nits, cick its name to highight it, and then cick De-Activate in the ribbon s Organizationa Hierarchy grop.

11 APPENDIX B HepSTAR Stdent Edition 606 Step 4: Enter a New User Beth s next task is to add George Friedman s ser information into HepSTAR s database of sers. To do so, compete the foowing steps: On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton. Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Users icon. On the ribbon, cick the Create New User icon, and then enter the foowing information abot George on the New User form: On the Main tab: User Type: Interna Staff Name: George Friedman Cick the option btton to indicate George is an interna ser. Organizationa Unit: GIS Grop Teephone: Extension: 777 Location: Newmarket Workstation ID: PC-0123 On the Logins/Emai tab: Logins: Enabed Emai: Enabed Emai Address: [email protected] Leave other fieds on the New User form bank. When yo have entered the above information, save the entry by cicking the Save icon at the top of the form or by pressing the Ctr+S keys. Respond No to qestions abot granting access and adding another ser. George shod now appear in the ist of sers. Cick the Refresh btton on the Qick Access toobar. In the ist of sers, cick George Friedman, and then cick the User Properties icon on the ribbon to dispay the User Properties window shown in Figre B-3.

12 A Case Stdy Ttoria Using HepSTAR 607 Figre B-3 HepSTAR entry for ser George Friedman If yo made any mistakes when entering George s information, cick Update on the ribbon, and make any necessary corrections. To deete a ser from the ist, right-cick their name and choose De-Activate. Step 5: Add an Asset Ocean Hose prchased a new aptop compter for George to se. Beth needs to add information abot George s aptop into HepSTAR s asset database. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/ Administration btton, and then cick the HepSTAR Objects tab at the top of the Setp/Administration window. In the HepSTAR Objects tab, cick the Manage Assets icon. On the ribbon, cick the Create New Asset icon, and then enter the foowing information abot George s aptop on the form: Asset Type: Workstation Asset Name: Lenovo ThinkPad Edge 15 Identification Tag: PC-0123 Seria Nmber: FGR Aocated to: User (George Friedman)

13 APPENDIX B HepSTAR Stdent Edition 608 Cost: Acqisition Date: 9/16/2011 Qantity: 1 Memo: Windows 7 aptop is for George s se in GIS deveopment projects. Leave the other fieds on the asset form bank. When yo have finished entering the information for George s aptop, save the entry by cicking the Save icon at the top of the New Asset form, or pressing the Ctr+S keys. Cick OK in the window to confirm that the asset was added. Cose the Find an Asset window. On sbseqent asset screens, the Lenovo aptop shod be isted. Verify that George s aptop has been added as an asset. To deete an asset from the ist, right-cick its name and choose De-Activate. Step 6: Set Up a Service Reqest Category On his first day on the job, George caed Beth to say that he was getting setted into his office, bt was having difficty connecting his Lenovo aptop to the Ocean Hose network. He reported that his aptop cod not find a wireess network to connect to. Beth expained to George that his office area does not crrenty have wireess access. However, Beth mentioned that a wired Ethernet connection was avaiabe as a temporary workarond. She asked if George had an Ethernet cabe to se to connect. He didn t, so Beth entered a service reqest ticket and tod George that she wod have a cabe deivered to his office. In HepSTAR, Beth qicky discovered that there was no category for Network Connectivity probems. She decided to create a new category caed Network Connectivity nder Network probems. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick the Setp/Administration btton. Then cick the HepSTAR Objects tab at the top of the Setp/Administration window. On the HepSTAR Objects tab, cick the Manage Categories icon. In the ist of categories in the eft pane, cick the + in front of Network to see its crrent sbcategories. Cick the Network category to make it active. Then cick the New Category command on the ribbon. In the New Category form, enter Network Connectivity as a generic category, and press the Ctr+S keys to save. When yo are finished, Network Connectivity shod appear as a sbcategory nder Network.If Network Connectivity ended p in the wrong pace, yo can drag it to the pace in the category ist where yo want it.

14 A Case Stdy Ttoria Using HepSTAR Step 7: Enter a Service Reqest With an appropriate service reqest category defined, Beth was abe to enter a service reqest so George cod get an Ethernet cabe. On the HepSTAR Today screen, cick the Home tab, and then cick Reqest on the ribbon men to open the New Service Reqest window. Begin in the Genera Information box: Reqest Type: Reqest for Service Reqester: George Friedman (Hint: Cick [Find User ]) Category: Ocean Hose\Network\Network Connectivity (Hint: Using the drop-down men, seect + Network, and then cick the sbcategory Network Connectivity.) Tite: Needs Ethernet cabe to connect In the Asset box: Asset: Lenovo ThinkPad Edge 15 [Asset] (Hint: Cick the [ ] btton to find George s aptop in the ist of assets; in the Assets By Aocation ist, dobe-cick Ocean Hose, dobe-cick GIS Grop, and then dobe-cick George Friedman. Finay, cick Lenovo ThinkPad Edge 15, and cick OK.) In the Importance box: User Urgency: High In the Crrent Location box: Crrent Location: Dispatch - [Dispatch] In the Memo box: Memo: George Friedman needs a 12 foot Ethernet cabe in his office to connect his aptop to the network. Leave the other fieds in the service reqest form bank. After yo have competed these steps, the service reqest wi ook ike the exampe in Figre B

15 APPENDIX B HepSTAR Stdent Edition 610 Figre B-4 HepSTAR entry for a new service reqest Press Ctr+S to save the reqest, and cick OK to confirm. When yo save a new service reqest, HepSTAR atomaticay assigns a 5-digit reference nmber to the form (in this exampe, 10059). Step 8: Assign a Service Reqest to a Spport Rep A itte ater, Beth headed from the hep desk office in the direction of George s office to perform another task. Before she eft the hep desk office, she checked on the stats of George s reqest for an Ethernet cabe. On the HepSTAR Today screen, cick Service Reqests in the eft pane. The Service Reqests navigation foders are ocated above the HepSTAR Today btton in the eft pane. Note that Beth can ook at severa qees in the HepSTAR system. Cick the In Service qee. The In Service foder is a ist of service reqests that have been assigned to Beth. Beth does not find George s reqest in her ist. Cick the In Dispatch qee. Find the service reqest from George Friedman. In the Dispatch qee workspace ist, cick George Friedman s cabe reqest to highight it. Then cick the Assign command in the Update Reqest grop on the ribbon men. In the Assign diaog box, cick the Work drop-down men; then cick MySef to assign the reqest to Beth. When prompted, cick Inbox\Beth Markham and then cick OK to send a notice of the assignment to Beth s Inbox. Finay, cick OK to exit the Assign form.

16 A Case Stdy Ttoria Using HepSTAR In the Service Reqests ist cick Inbox\Beth Markham. When HepSTAR asks if yo want to save the changes to the service reqest, cick Yes. Then cick In Service in the Service Reqests ist to verify that the reqest was assigned to Beth. (If yo wish, yo can aso verify that George s service reqest is no onger in the Dispatch qee.) By dobecicking service reqest 10059, Beth can dispay the detais of the reqest. When these steps are competed, George Friedman s service reqest for an Ethernet cabe is reassigned from In Dispatch to Beth Markham s qee. Dobe-cick the George Friedman service reqest in the Workspace List pane to see the reqest detais (see Figre B-5). Beth can view a compete history of the service reqest in the ower part of the same screen (see Figre B-6). 611 Figre B-5 George Friedman s service reqest is now assigned to Beth Markham s qee

17 APPENDIX B HepSTAR Stdent Edition 612 Figre B-6 Service reqest history Using HepSTAR men choices, Beth can move pending service reqests to her qee (In Service), to another qee, to another spport rep s qee, or back to In Dispatch; she can aso choose to Cose a reqest. Whether a spport rep can perform some or a of these service reqest assignment tasks depends on a company s poicies and the privieges set for each agent in HepSTAR. For exampe, senior spport reps can be assigned privieges that entry-eve agents don t have, and spervisors or team eaders can be assigned an even wider array of privieges. These privieges can be set for individa agents or based on their roes (sch as dispatcher, hep desk agent, technica spport agent, spervisor, and so on). Step 9: Cose a Service Reqest Beth deivered the Ethernet cabe to George and got him connected to the office network. When she retrned to her office, she cosed the service reqest. On the HepSTAR Today screen, cick Service Reqests in the eft pane. Find the Service Reqests navigation foders above the HepSTAR Today men in the eft pane. Cick the In Service qee.

18 A Case Stdy Ttoria Using HepSTAR In the ist of the service reqests assigned to Beth, cick George s reqest for the Ethernet cabe. In the Update Reqest command grop on the ribbon men, cick the Schede/Cose command, and then choose Cose from the drop-down men. Cick Memo on the ribbon. In the memo fied, write a notation: Deivered cabe to George and got him connected. When prompted to save the memo, cick OK, and then press the Ctr+S keys to save the memo. Cick the Refresh btton on the Qick Access toobar (or press F5) to refresh the screen and verify that George s reqest has been cosed. Yo can review the entire history of any service reqest by right-cicking it in any ist and then cicking View Reqest Detais. 613 Step 10: Find a Service Reqest Beth wod ike to verify that the HepSTAR record for George s service reqest was competed. She ses the Find option in the Fie men to ocate the service reqest. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick Find to view the ist of HepSTAR objects that a ser can search for. For exampe, to search for service reqests for George Friedman, cick Reqester in the Reqest grop. In the Reqester box, enter George and cick the Find btton. Or se the drop-down men to seect a ser from the ist. An agent can frther narrow the search by date in the Reqester box. The Find option permits very fexibe searches for objects in the HepSTAR database, sch as service reqests (by nmber, tite, or category), sers, departments, companies, assets, or spport reps. Step 11: Find a Sotion to a Probem Beth was the agent assigned to Ocean Hose s Hep Desk hotine teephone when she received a ca from George Friedman. George thanked her again for her hep with the Ethernet cabe. He reported that he wod ike to be abe to connect to the company s virta private network (VPN) as a secrity precation when he is working at home. Beth foowed Step 7 above to enter a service reqest. Then she searched HepSTAR s Best Sotions database for information abot the company s VPN to see if docmentation was avaiabe she cod send to George. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick Find to view a ist of many of the objects in HepSTAR s database that a ser can search for. In the ist of objects yo can search for in HepSTAR, se the Best Sotion option and cick Search Phrase. In the Search Criteria section, enter VPN, and then press the Enter key.

19 APPENDIX B HepSTAR Stdent Edition Dobe-cick the search rest to dispay instrctions on VPN connections, as shown in Figre B-7. Athogh the instrctions were for an earier version of Windows, Beth copied the instrctions and sent them as a Qick Message in HepSTAR to George. 614 Figre B-7 Best Sotion knowedge base entry in HepSTAR for VPN connection The Best Sotions knowedge base in the sampe database distribted with HepSTAR Stdent Edition is jst an exampe, bt over time, an organization sch as Ocean Hose can bid an extensive coection of probem resotions, docmentation, Web inks, artices, and notes for their hep desk agents and sers to access. Step 12: Escaate a Service Reqest Beth reviewed service reqests in varios qees when one particar item caght her eye Ref# 10041, a reqest from Stacy Warner regarding a probem accessing emai at home over the weekend. Beth checked the Best Sotions database, bt fond no specific entries that referred to emai probems otside the office network. Beth knew that Peter Adams wod normay hande service reqests reated to emai, since Peter is the emai expert on the Network Spport team. To move reqest into Peter Adams s qee, find reqest #10041 and dobe-cick the isting for it. (Hint: Ref# is crrenty in the foder Tech Spport/Spport/North America/Tech Leve 1. Yo canaso ocate it by cickingthefie tab, and then cicking Find. Enter in the # inpt box.)

20 A Case Stdy Ttoria Using HepSTAR Cick Ref# to highight it, and then, on the ribbon men, in the Update Reqest command grop, cick Assign. In the Work box, se the drop-down men and cick to expand the Assigned Users ist and find Peter Adams s name. Cick his name, and then cick OK. Finay, cick the Save btton on the Qick Access Toobar, or press Ctr+S to save the changes to Ref#10041 (Stacy s emai probem). Note that service reqest Ref# has been pdated to show that Beth Markham moved the reqest into Peter Adams s qee, as shown in Figre B Figre B-8 Beth Markham assigns a service reqest to another agent To verify the crrent stats of a service reqest by nmber, se the Find option in HepSTAR s Fie men. In the # box, enter the nmber of the service reqest (e.g., 10041), and press the Enter key, or search by ser name or other characteristic. Yo can aso check Peter Adams s qee by cicking Service Reqests on the eft side of the HepSTAR screen to dispay an Other Views tab on the ribbon. In the Active Reqests grop on the Other Views tab, cick Other Workspaces. In the ist of agents, dobe-cick Peter Adams to view Peter s qee of service reqests. Cick the X cose btton in the pper-right corner to cose the view of Peter s qee. Beth was abe to move a reqest from In Dispatch to Peter Adams s qee becase that priviege is assigned to her in HepSTAR s ser database.

21 APPENDIX B HepSTAR Stdent Edition 616 Step 13: Draft a New Best Sotion Beth s spervisor at Ocean Hose asked her to write a new Best Sotion in HepSTAR s knowedge management system on how to se HepSTAR s onine hep system. Beth reviewed the featres of the hep system and then wrote a draft of an artice for a Best Sotion. On the HepSTAR Today screen, cick the Fie tab. In the Fie men, cick Knowedge Management, and then cick Create New Best Sotion. In the Tite box, enter HepSTAR hep system. In the Category drop-down men, cick Tech Spport; within the Tech Spport category, seect the sbcategory Tech Spport, and finay, cick Software. (To expand any category that is coapsed, cick the ps (+) sign in front of the category name.) Cick the Add btton to the right of the Keywords box, and then at the top of the Keywords box, cick the New btton (the key symbo), or press Ctr+N. Enter HepSTAR and then cick OK. From the Avaiabe Keywords ist in the eft pane, cick HepSTAR, and cick the Add btton. Repeat these steps to add two more keywords: onine and hep. Then cick Save. Cick OK to cose the Find Category diaog box. Verify that HepSTAR, onine, and hep are isted as keywords for this Best Sotion. (Yo wi need to se the drop-down arrow to see a three keywords.) In the Probem Description box, enter: Spport Reps need to be abe to se HepSTAR s onine hep system to ocate information abot featres. In the Sotion box, enter the foowing text: To access HepSTAR s onine hep system, cick the qestion mark btton next to the HepSTAR btton, or press F1. On the hep system page, which is dispayed in yor Web browser, cick the Contents tab at the top of the page to view the tabe of contents in the eft pane. The hep topics that are most reevant to beginning spport reps are: - A Brief Lesson in How HepSTAR Works - HepSTAR Home Page - Service Reqest - Configration Management - Knowedge Management The hep system s Search tab is aso sef, and the Gossary tab can provide definitions of nfamiiar terms.

22 A Case Stdy Ttoria Using HepSTAR Cick the Save btton at the bottom of the window to save the Best Sotion draft. Then cick OK in the confirmation diaog box. To pbish the draft Best Sotion on HepSTAR s hep system, cick the Fie tab. In the Fie men, cick Knowedge Management, and then cick Best Sotions Listing. Find the draft artice in the ist. Right-cick the artice, and seect the Pbish Internay option from the drop-down men. To find yor sotion, seect Knowedge Management on the Fie tab again, and cick Find Best Sotions. In the Search Phrase box, enter hep, and press the Enter key. Note that the Find option can ocate the Best Sotion yo wrote sing the keyword hep, bt it cannot ocate the same sotion sing the keyword gossary (even thogh gossary appears in the Best Sotion text) ness yo cick the Resotion box on the search form. The draft Best Sotion that Beth wrote is shown in Figre B Figre B-9 Best Sotion knowedge base draft artice on HepSTAR s hep system Step 14: Update a Service Reqest Beth noticed that one of the service reqests in the Tech Spport/Spport/North America/Tech Leve 1 qee is a message from Frank Catton reporting that he received an emai that his antivirs software needed to be pdated. Since Beth regary deas with software pdates, she ooked at the service reqest and responded to it. In Beth Markham s service reqest qee, find Ref# from Frank Catton. Dobecick the reqest to dispay it. In the Insert command grop on the ribbon, cick Memo.

23 APPENDIX B HepSTAR Stdent Edition 618 In the Create a New Memo window, enter the foowing: Frank - I pdated the image of the antivirs software on or network server today. I aso scheded a reimage of the software on each PC tonight at 2AM. Thanks for reporting this probem and pease ca me if yo get ftre messages from the antivirs software. Beth Cick the OK btton in the pper-eft corner of the Create a New Memo window (shown in Figre B-10) to add this response as a memo to Frank s service reqest. Then press Ctr+S to save the changes to Frank s service reqest. Figre B-10 Beth added a memo to Frank s service reqest Step 15: Set a Reminder Beth wants to ca Frank the next day to verify that the antivirs software was actay pdated. She sed HepSTAR s reminder system to hep her remember to make the ca. Locate Frank s service reqest, Ref# 10042, and dobe-cick the service reqest to seect it. In the Schede/Cose grop, cick the Reminder btton. In the Reminder window, cick the Mysef check box to send the reminder.

24 A Case Stdy Ttoria Using HepSTAR In the Settings section, se the drop-down ist to set the time to a few mintes in the ftre (as a test of this featre). In a rea sitation, Beth wod probaby set the reminder time to 24 hors. In the Memo box, enter: Ca Frank to verify antivirs tiity on his PC was pdated as scheded. Cick Save. Then cick the Cose btton to retrn to HepSTAR s screen. Check the Reminders btton on the stats bar at the bottom of the HepSTAR window in a few mintes to verify that Beth received the reminder yo set. The Reminders btton indicates the nmber of reminders waiting for Beth s attention. Cick the Reminders btton on the stats bar at the bottom of the screen to view Beth s ist of reminders. Locate the reminder message in the ist. To deete the reminder, right-cick the reminder in the ist and cick the Dismiss option. 619 Step 16: Create a Standard Report Beth wod ike to view a isting of the Best Sotion topics crrenty in Ocean Hose s knowedge database. The isting of topics is predefined as a standard report in HepSTAR. To access the report, foow these steps: In HepSTAR s Fie men, cick Data Anaysis, and then cick Standard Reports. On the Standard Reports ribbon men, cick Best Sotion in the Listing grop. In the Reports List pane on the eft, cick Best Sotions. The report of crrent Best Sotion topics is dispayed. Cick the ä btton at the top of the report window to view sbseqent pages. Does the onine hep system topic that yo added in Step 13 appear in the ist? Step 17: Create a Qery Report The Ocean Hose Hman Resorces spervisor asked Beth how many pending service reqests the hep desk had from new hires. To get a ist, Beth sed the data anaysis toos in HepSTAR to constrct a qery and prepare a report. On HepSTAR s ribbon men, cick the Fie tab. In the Fie men, cick Data Anaysis, and then cick Qeries. On the ribbon men in the Qery window, cick New Reqest Qery. Take a moment to stdy the ayot of the Qery Designer window. Note that in the eft pane, yo can seect fieds to be qeried. In the right pane, yo can specify the criteria for the qery and see a preview of the rests. Locate the Reqest Fied Seection section in the eft pane. Begin with a boxes in the ist of fieds nchecked, except the box in front of the Service Reqest fied. Verify that no design criteria are isted in the Design and Preview pane on the right.

25 APPENDIX B HepSTAR Stdent Edition 620 In the Reqest Fied Seection pane, cick the + in front of Service Reqest to expand the ist of service reqest types. Then cick the box in front of Service Reqest Type to seect it; in the Seection Criteria window that appears, cick the box in front of the New Empoyee Reqest type, and then cick OK. These steps narrow the qery to service reqests from new empoyees. When yo have competed this step, the Design and Preview pane on the right shod contain the qery criteria, Service Reqest Type Eqa To New Empoyee Reqest. Go back to the Reqest Fied Seection pane on the eft and check the boxes in front of Ref#, Tite, and Stats. These three fieds shod now appear in the Design and Preview pane on the right. When yo are finished with this step, the Design and Preview pane shod show for fieds, incding the three yo jst added. No seection criteria are needed for these three fieds; they wi jst be isted on the qery report. (Athogh, if yo want to imit the search rests, yo cod cick the Criteria box for the Stats fied and narrow the search for In Dispatch or In Qee.) Cick the Preview Qery Rests tab to see a ist of pending reqests from new hires. Once Beth has prepared the criteria for this database qery report, she can se commands on the ribbon to save the qery to rn it again in the ftre, print a report of the qery rests, or export the qery rests to Exce. Step 18: Dispay a Performance Dashboard If Beth wants to qicky check on the performance of Ocean Hose s ser spport team, she can do so by sing HepSTAR s dashboard featre, which dispays a cstomizabe, one-page smmary of varios performance indicators. (Becase the sampe database incded in the HepSTAR Stdent Edition is sma, these statistics are for istration ony.) On HepSTAR s ribbon men, cick the Fie tab. In the Fie men, cick Dashboard. In the pper-right corner of the dashboard dispay, Beth noticed a report on the freqency of hep desk incident cas for each Ocean Hose department. Cick in the pper-right pane. Then cick the View F Screen icon on the ribbon. Beth observes that the comn chart shows that Hman Resorces had the highest nmber of incidents in the period covered by the report. Cick the Hman Resorces bar to dri-down to the ist of reqests from that department. When yo are finished, cick Cose (X) btton for the window to retrn to the dashboard view. To view other dashboard charts, cick the Restore Screen btton in the Chart Actions grop. Then, repeat the previos two steps for the chart yo want to view. To earn abot other dashboard options, cick the Design icon on the Dashboard ribbon. This ttoria emphasized common and freqent activities to give yo a brief introdction to the tasks spport reps perform in HepSTAR every day. However, HepSTAR is an extensive software package with many featres for hep desks and other bsiness appications. These

26 Hands-On Activities ttoria steps have jst scratched the srface of the software s capabiities. We have not covered many sef HepSTAR featres, sch as: prchase order processing bsiness res to atomate HepSTAR tasks and commnications inks to emai and pagers ser-defined fieds to cstomize HepSTAR advanced data anaysis and reporting featres assignment of access privieges based on the roes HepSTAR sers perform se of HepSTAR as a Web porta Make good se of the 180-day stdent edition to expore these and other featres of the software. Many spport organizations se HepSTAR or a simiar package to atomate hep desk recordkeeping. 621 Hands-On Activities Activity B-1 Add another new ser. Foow the steps in the ttoria above to add another ser, Rahim Waeed, to the GIS Grop in the Deveopment. Enter the foowing information abot Rahim: On the Main tab: User Type: Interna Staff Name: Rahim Waeed Cick the btton to indicate Rahim is an interna ser. Organizationa Unit: GIS Grop Teephone: Extension: 222 Location: DEV-22 Workstation ID: PC-0127 On the Logins/Emai tab: Logins: Enabed Emai: Enabed Emai Address: [email protected] Leave other fieds bank, and don t add access privieges for Rahim at this time.

27 APPENDIX B HepSTAR Stdent Edition Verify that Rahim has been added as a ser. If this activity is for a cass assignment, dispay and print Rahim s ser information. 622 Activity B-2 Enter a service reqest. Foow the steps in the ttoria above to add a service reqest for Rahim. Enter the foowing information abot Rahim s service reqest: In the Genera Information box: Reqest Type: Service Reqest Reqester: Rahim Waeed Category: Ocean Hose\Technica Spport\Software\Microsoft\Word Tite: MS Word Instaation In the Importance box: User Urgency: Low In the Crrent Location box: Crrent Location: Dispatch In the Memo box: Memo: Wod ike to have MS Office 2010 instaed with Ocean Hose tempates. Leave the other fieds in the service reqest form bank. Verify that the service reqest has been entered correcty. If this activity is for a cass assignment, dispay and print the service reqest. Activity B-3 Find a service reqest. Use the Find option in the Fie men to ocate the service reqest yo created in Activity B-2 (or se any other service reqest in the database as an exampe). Write short descriptions for three different ways yo cod find a service reqest sing HepSTAR s Find featre. Which of the three methods do yo prefer? Expain why. Activity B-4 Enter a new vendor/manfactrer. Search the Web to ocate contact information for ser spport at Lenovo US, which sppies aptop compters to Ocean Hose. Use the Setp/Administration btton on HepSTAR s Fie men to enter information into the database for Lenovo. Verify that the vendor contact information has been entered correcty. If this activity is for a cass assignment, dispay and print the vendor information for Lenovo US.

28 Hands-On Activities Activity B-5 Find the service reqest categories that are defined for Ocean Hose. Locate a ist of the service reqest categories crrenty defined in HepSTAR. Add a new category nder Tech Spport\Software for service reqests that are reated to Engineering software. Verify that the new category for Engineering software has been added to the service reqest category ist. If yo enter a new service reqest now, does Tech Spport\ Software\Engineering appear as a category in the Genera Information section? If this activity is for a cass assignment, dispay and print the ist of Tech Spport categories and sbcategories. 623 Activity B-6 Add an attachment to a service reqest. Use HepSTAR s hep system to research how to add an attachment to a service reqest. Then se the service reqest from Rahim in Activity B-2 (or any other service reqest) to add an attachment. Verify that the attachment has been added to the service reqest. If this activity is for a cass assignment, dispay and print the service reqest to show that the attachment was added. Write a short description of the steps in HepSTAR to add an attachment to a service reqest. Write yor description so that other new HepSTAR spport reps cod foow the procedre. Activity B-7 Write a draft of a Best Sotion. Foow the procedre in ttoria Step 13 above to write a Best Sotion for a technica spport probem with which yo are famiiar. The probem cod be one yo wrote abot for an end-of-chapter activity earier in this book. Yor Best Sotion shod describe the probem and how yo soved it. Which keywords did yo se to describe the best sotion yo wrote abot? What is the difference between a draft best sotion and a pbished one in HepSTAR? If this activity is for a cass assignment, dispay and print the best sotion report yo prepared. Activity B-8 Adit the hardware and software on yor workstation. Use HepSTAR s toos to adit the hardware and software on yor PC. On HepSTAR s Home tab, cick Assets/Configration. Cick the Ato Discovery tab, and then cick the Crrent Workstation btton. Prepare a report on the hardware and software for the PC yo are sing. Write a brief report that describes the kinds of information avaiabe on the adit report. If this activity is for a cass assignment, dispay and print the Smmary page of the adit for yor workstation. Does HepSTAR remember the adit information for yor PC? If so, how can yo redispay the information after the origina adit report is cosed?

29 APPENDIX B HepSTAR Stdent Edition 624 Activity B-9 Prepare a report based on a qery. Foow the procedre described in ttoria Step 17 above to prepare a qery report isting the Ref# and Tite for a service reqests for which the Crrent Priority is eqa to Critica. List the reference nmbers for the service reqests that are crrenty defined as critica. To which spport reps are the critica service reqests assigned? How wod yo find ot sing the qery too? Case Projects 1. Create a Hep Desk Sotion for Wiamette Panning. Wiamette Panning is a oca company that performs rban panning and and se stdies for oca bsiness and government agencies. It has a sma research and design department as we as a management team. Wiamette Panning reies heaviy on compter technoogy, and expects to grow; therefore, they hired Beth Markham as a hep desk spport rep, and have decided to adopt HepSTAR as a hep desk patform. Yor task in this assignment is to pay the roe of Beth Markham and set p HepSTAR for Wiamette Panning. Use the information in the tabe beow to enter the Wiamette Panning empoyees as new sers in HepSTAR. (Yo may make any reasonabe assmptions or se any fictitios information yo fee is appropriate for the prposes of this case stdy.) User Department Ext Emai Workstation ID Aaron Rpp Management 10 [email protected] Lenovo Laptop WS0018 Chris North Management 14 [email protected] Lenovo Laptop WS0023 Rakhi Windsor Design 11 [email protected] De Laptop WS0019 Water Wiis Design 12 [email protected] De Laptop WS0020 Chris Green Design 13 [email protected] De Laptop WS0021 Beth Markham Hep Desk 15 [email protected] Lenovo Laptop WS0022 After adding a of the sers in the tabe, enter the foowing service reqests into HepSTAR. User Chris Green Chris Green Aaron Rpp Rakhi Windsor Service Reqest I am nabe to connect to the server from my workstation (WS0021). I need to insta the atest version (10.0) of the GIS software package. I can no onger print from my workstation. The battery in my aptop now asts ess than 60 mintes when I am ot of the office.

30 Case Projects Prepare a report that ists the open service reqests by ser. Chaenge activity: Since Beth Markham is crrenty the ony hep desk spport rep at Wiamette Panning, research how to write a HepSTAR bsiness re that atomaticay assigns service reqests from In Dispatch to In Qee for Beth. 2. Perform a Feasibiity Stdy for a Hep Desk. If yo work or vonteer at a hep desk, training ab faciity, or instrctiona compter ab, assembe a sma grop of yor coeages to work as an assessment team to perform a feasibiity stdy to impement HepSTAR in yor faciity. Yo may want to view some of the cient videos avaiabe on HepSTAR s Web site to earn more abot how varios organizations se HepSTAR. For additiona backgrond information, downoad and read a HepSTAR Evaator s Gide ( which contains an overview of HepSTAR featres. Use yor team s knowedge of the operation of the faciity to prepare a feasibiity stdy that addresses the foowing isses: Which featres in HepSTAR cod be sed to impement a hep desk or instrctiona ab service reqest too in the faciity? Yor team shod se its knowedge of the faciity and consider featres in HepSTAR for probem management, knowedge management, asset management, prchase order processing, and data anaysis and reporting. Which featres in HepSTAR wod probaby not be of immediate se in this faciity, and why not? Review the materia on feasibiity stdies in Chapter 9 in this book. Incde a section in yor report that briefy evaates economic, operationa, technoogica, and timeine feasibiity. Concde yor report with a recommendation to the management of yor faciity abot whether HepSTAR is a sitabe hep desk package for the faciity Research Ways to Reset the Windows Administrator Password One of the most common incident reports a hep desk receives is, I forgot my password. Yor task in this case project is to research ways to reset the administrator password on a Windows 7 PC. Try ot some methods nti yo find one that is reiabe. Then write a Best Sotions knowedge base artice in HepSTAR aimed at other hep desk agents that expains how to perform this task. Is this a task end sers shod be abe to perform themseves, or cod the steps yo describe create even greater probems?