Pennsylvania Turnpike Commission SUBJECT: IT Service Manager Self Service Portal To improve IT s service to the PTC user community, a new online self-service portal application has been implemented that will allow you to request any type of IT related service or assistance. The portal replaces the use of the Technology Request forms and provides additional information about your requests for IT services. Some of the benefits provided by the new portal are: IT changes and services will now be requested with the online portal instead of the Technology Request form. The portal provides substantially more flexibility for describing the requested service. Changes, enhancements, or new functionality within SAP can be requested via the portal Users now have the option of calling the IT Service Desk for issues or submitting them directly through the portal. IT will obtain the necessary business management approvals for Change Requests. Users will now be able to track the status of their Service Desk calls and Change Requests. Users will have access to knowledgebase articles that describe the solutions for common problems and how-to questions. User will be able to review announcements of events that impact IT service levels. The IT Service Desk will coordinate requests to ensure that they are properly classified in the system. The remainder of this document explains how to use the IT Service Manager Self Service Portal.
IT Service Manager Self Service Portal User Instructions IT SERVICE MANAGER SELF SERVICE PORTAL USER INSTRUCTIONS IT Service Manager Self Service Portal 2 Service Manager Home Page 5 Knowledge Base Articles 6 My Recent Requests 8 Create Request 11 Appendix 1 Sample End User Notification 16 Last Saved: July 7, 2011 Page 1 of 17
IT Service Manager Self Service Portal User Instructions IT Service Manager Self Service Portal In an effort to provide quality service to the PTC technology users, the Information Technology department utilizes the System Center Service Manager (Service Manager) software from Microsoft. In addition to assisting IT in tracking Service Desk issues and change requests, the software provides a Self Service portal for end users of IT services. The specific functions that the Service Manager Self Service Portal provides to end users are: IT Announcements this feature provides online information about significant activities or issues that may impact your computing services. Knowledge Articles these are articles and instructions about how to do various tasks with PTC computing tools. The articles also explain how to resolve common problems that have been reported to the IT Service Desk. Recent Requests end users may now see the status and other key information about their recent IT Service Desk issues and requests. Create Requests this feature provides a method that you can enter your own Service Desk issues and change requests. The following pages of this document describe how to access the IT Service Manager Self Service portal and how to use the features that are provided. To access the Service Manager Self Service Portal follow the instructions below or open Internet Explorer and go directly to: https://cvsmport/enduser/home.aspx If you need any assistance, please call the IT Service Desk at ext. 5678 (8-800- 5678 for field locations). Last Saved: July 7, 2011 Page 2 of 17
Open Internet Explorer to the PTC Intranet home page. Click IT Service Manager on the right side of page (see yellow arrow below) OR c. Click Web Applications. d. Click IT Service Manager in the list that is displayed (see yellow arrow below) Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 3/17
e. Click Continue to this website (not recommended) link. Opening the actual IT Service Desk Self Service Portal page may take a few moments. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 4/17
Service Manager Home Page The home page for the IT Service Manager Self Service Portal is shown below along with a brief explanation of each component on the screen. b c. c. d. d. e. Contact IT link Displays a dialog box with the IT Service Desk phone number and email address. IT Announcements Displays any current information about interruptions or other issues impacting IT services. If there are more than a couple of announcements, clicking on the View All link opens a page where you can scroll through all of the active announcements. Click on the Announcement title to read the entire announcement. c. Knowledge Base Articles Lists the 10 most often used knowledge base articles. Clicking on the View All link opens a page where you can scroll through all of the knowledge base articles. Alternatively, you can enter search words and phrases in the Search for knowledge articles field to locate knowledge base articles with those key words and phrases. d. My Recent Requests section Displays several of your most recent IT Service Desk incidents or change requests. Clicking on individual work item IDs (i.e. IR7587) displays information about that request (see next page for more details). Clicking on the View All link displays a page showing all of your recent requests as shown on the next page. e. Create request Allows you to submit your own Service Desk tickets or Change Requests that previously were submitted by Technology Request forms. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 5/17
Knowledge Base Articles Knowledge base articles are various how to, reference, and other informational articles that are maintained in Service Manager to assist with various computing tasks. When you click on the View All or perform a search, Service Manager displays a list of the knowledge base articles that meet your request. Your options for locating and reading the articles are: c. Scan the knowledge base articles You can scroll down through the knowledge base articles by clocking the specific page number you want to see Search for the knowledge base articles As on the main screen, there is a quick, keyword search field on this screen. You can also limit your search by clicking the Select a category drop down list and selecting the specific category such as Word, Outlook, SAP, etc. Click on the Search icon to initial the search. c. Read a specific article Click on the article title. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 6/17
Reading Knowledge Base Articles There are two formats of knowledge base articles available in Service Manager - those that IT has loaded into the system and articles that are a link to another external document on the PTC intranet. Note: Clicking on Home on any screen returns you to the Service Manager home page. Articles included in the knowledge base All articles include a View Article link to view the information that IT has entered into the knowledge base. For articles that are a link to the PTC intranet, this information is limited to a link to the intranet article. Articles linked to intranet documents When an article is linked to an Intranet page, the See external content phrase will be displayed in the Additional Resources section. Clicking on that link will open the intranet document. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 7/17
My Recent Requests Service Manager provides access to view the status and other information related to IT Service Desk incidents and change requests that you have recently submitted. To view incident or change request information Click on the Incident / Change Request Number. The information available will be displayed in the resulting screen. To view a list of all your recent requests Click the View All link Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 8/17
Viewing an Incident c. d. e. f. Title of the ticket Current Status Active, Pending, Resolved, or Closed c. Date the ticket was last updated d. Details about the specific ticket e. Action Log entries These may include the name of any files that were attached to the ticket, who the ticket was assigned to, activities that the assigned IT support staff have performed, and an explanation of the resolution (if the issue has been resolved). If the ticket was assigned to a group within IT, the Assigned To area will display a value of SM_xxxx where xxxx is the name of a group within IT. f. Close request If the status of the ticket is Resolved, and you are satisfied that your issue has been resolved, you may click on the Close request button. This will remove the request from your list of Recent requests and will mark the incident closed. Please note that once a ticket is closed, it cannot be reopened. If you are not sure if the issue is resolved, please do not click the Close request button. If you believe that the issue is not resolved, please contact the IT Service Desk so that we can reactivate the ticket and follow up with the appropriate IT staff. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 9/17
My Recent Requests View All If you click the View All link to see a list of all your recent requests, they will appear in a list on the screen. To view information about a specific incident Click on the ID number of the incident you want to review. The same information shown under Viewing an Incident will be displayed in the area below the list of incidents. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 10/17
Create Request The IT Service Manager portal provides a Create Request feature. This option replaces the current IT Technology Request Form and allows you to submit requests for assistance (Incidents) and requests for changes to your computing resources (Change Request). The following describes the differences between the two types of requests: Incident Something is broken. An Incident is a situation where a computer, phone, or other device or a piece of software has stopped working normally. For example, if you were able to print emails from Outlook yesterday but can t print them today, you have an incident pertaining to printing from Outlook. Change Request A Change Request is needed for any other type of IT service including requesting new hardware or software. This includes changes such as changing or installing new software, acquiring a new computer or components, obtaining a cell phone or a new desk phone, and any other technical request that previously was requested on a Technology Request form. In addition, changes, enhancements, or new functionality within SAP can be requested with this type of request To submit an incident or change request Click the Create Request link. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 11/17
Create Request (continued) Submitting either an Incident or a Change Request is a three step process. The first step is to initiate the request and verify your contact information. c. d. Currently, Service Manager does not include PTC phone numbers. Thus, when submitting a request, please enter a phone number where you can be reached in the Alternate Contact field. For staff who are not in the CAB or TIP buildings, please include the sub-carrier number (i.e.: 8-800-3701). If your request is to obtain help for something that isn t working the way it has in the past (an Incident) click the Need help with a problem. c. If you are requesting any other type of change or service (a Change Request), click the Need change or new resource. d. Click Next to continue entering your request. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 12/17
Create Request (continued) The second step of the process is to describe your request. c. d. e. f. f. g. Asset Is your request applicable to your PC or some Other type of computing resource? By default, Service Manager displays the name of your PC in the Asset field. If your request pertains to some other resource, such as a network user ID, password, enterprise software package, etc., click on the down arrow and select Other from the list. Category Click on the down arrow to open the pull down list and select the predefined category that best fits your request. c. Title Enter a brief, summary description of the request d. Details Enter a description of your issue or request. For Incidents, please provide a thorough description of the problem including any error messages that you received. For Change Requests, along with the description of the request, please include the business reason for the request and the account number or project number that is to be charged. e. Urgency Click on the down arrow and select an urgency value from the list. f. Attach files Click on the Browse button to select files, such as Word documents, emails, screen prints, etc., to be attached to the request. If you need to attach more than one file, click the Click to attach another file link and then click Browse again to select another file. g. When you are satisfied with what you have entered, click the Next button. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 13/17
Create Request (continued) The final step to create the request is to verify the information that you have entered and submit the request. Review the information that you have entered. If any changes are needed, click the Back button to return to the previous step. Click the Submit button to submit your request Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 14/17
Create Request (continued) When you submit your request, Service Manager returns a screen indicating that your request has been submitted and providing you with the ID number for your request. Click the Home link to return to the Service Manager Home page. It may take a few moments for your new request to show up in your My recent requests list. If it isn t included, please refresh your screen (F5 in Internet Explorer). Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 15/17
Appendix 1 Sample End User Notification From: smworkflow@paturnpike.com [mailto:smworkflow@paturnpike.com] Sent: Tuesday, April 19, 2011 11:24 AM To: Roy, Chuck Subject: New Change Request has been created for you: CR9133 Dear Charles, An IT Change Request has been created for you with the following information: CR Number: CR9133 Title: Document the Change Management workflow Description: Prepare a PTC End User and an IT document explaining the Service Manager workflow for Change Requests It is needed to provide instructions to End Users and IT staff Status: In Progress Assigned To: IT Service Desk Someone from IT will contact you to further discuss the request. If you need additional information about this Change Request, please call the IT Service Desk at ext. 5678 (8-800- 5678 for field locations) This is an automatically generated email. Please do not reply. Monday, April 04, 2011 IT Service Desk Self Service Portal.udc 16/17