Cherwell Service Management

Cherwell Service Management Guided Tour Release: 8.01 CS-CSM-GT Revision 8.01 18 April 2016 Prepared exclusively for Cherwell Software www.cherwell.com I n n o v a t i v e T e c h n o l o g y B u i l t U p o n T i m e l e s s V a l u e s

Copyright Cherwell Service Management and the Cherwell logo are trademarks or registered trademarks of Cherwell Software, LLC, in the U.S. and may be registered or pending registration in other countries. ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries. All other trademarks, trade names, service marks and logos referenced herein are the property of their respective owners. The information contained in this documentation is proprietary and confidential. Your use of this information and Cherwell Service Management is subject to the terms and conditions of the applicable End-User License Agreement and/or Nondisclosure Agreement and the proprietary and restricted rights notices included therein. Cherwell Software, LLC www.cherwell.com info@cherwell.com +1.719.386.7000 10215 Federal Drive, Suite 100 Colorado Springs, CO 80908 USA Revision History Revision Date Comments 4.30 26 November 2012 Cherwell Service Management (CSM) 4.3 release. 4.60 03 July 2013 Cherwell Service Management (CSM) 4.60 release. 4.60e 28 May 2014 Cherwell Service Management (CSM) 4.60e release. 5.00 26 November 2014 Cherwell Service Management (CSM) 5.00 release. 7.00 30 September 2015 Cherwell Service Management (CSM) 7.00 release. 8.00 15 January 2016 Cherwell Service Management (CSM) 8.00 release. CSM Guided Tour 8.00 ii

Contents About This Guide... 2 Getting Started... 2 Preliminary Overviews... 2 Requirements... 2 Cherwell Desktop Client... 2 Cherwell Browser Client... 3 Cherwell Portal Client... 3 Cherwell Mobile App... 4 iphone/ipad (ios 4.3 & up)... 4 Android (4.2 & up)... 4 Non-Android/iOS Devices... 5 The Cherwell Approach... 5 ITIL Made Easy by Cherwell... 5 Other Useful Icons and Tips... 6 Cherwell Service Management Tour... 6 Log into Cherwell Service Management... 6 Tour the User Interface... 6 Dashboards, Metrics, and Reports... 8 Dashboards... 9 Reports... 10 Excel Integration... 11 On-Demand/Ad-Hoc Reporting... 11 Self-Service Portal... 14 Service Catalog... 15 Working with Records and ITIL Processes... 17 Request Fulfillment... 19 Incident Management... 21 Problem Management... 25 Change Management... 27 Using Cherwell Tools... 32 Quick Searches... 32 Stored Queries... 32 CSM Guided Tour 8.00 iii

Table Management... 34 One-Steps... 34 Take Away... 40 Appendix A. CSM User Interface... 41 CSM Main Window... 41 CSM Menu Bar... 42 CSM Toolbar... 46 About Cherwell Software... 49 Contact Information... 49 CSM Guided Tour 8.00 iv

Welcome to Cherwell Service Management (CSM) Cherwell Service Management (CSM) delivers IT service management (ITSM), business, and workforce enablement. The CSM platform empowers IT teams to provide amazing service and to go beyond ITSM. The CSM platform is completely configurable and truly codeless, with 11 industry-certified ITIL processes. Business intelligence, dashboards, user-configurable metrics, and reporting deliver the right information at the right time. Choose your device with the CSM desktop client, browser client, and native mobile applications for Android and ios. CSM s interactive self-service portal offers your customers the convenience they expect. Rely on one of the highest availability cloud infrastructures in the industry, or deploy on premise and switch anytime. Cherwell s flexible, straightforward licensing and pricing model puts you in control. Cherwell mergeable applications (mapp solutions) are an easy way to extend the CSM platform and integrate new functionality including Lync, SolarWinds, and many more. You can easily add advanced capabilities (such as IT Project Tracking or Release Management) or proven domain functionality (such as facilities, risk management, or human resources) into existing CSM installations without writing a single line of code. Future upgrades are seamless, maintaining all your configurations. And, with the Cherwell mapp Exchange, you can collaboratively create and exchange solutions with the Cherwell community. CSM Guided Tour 8.00 1

About This Guide Welcome to the Guided Tour of the CSM Evaluation Version. The objective of this evaluation is to provide you an opportunity to experience a portion of the CSM functionality. Note: This Evaluation Guided Tour provides an introduction to CSM but has limitations on the ability to show the complete power and flexibility built into the heart of our innovative software. The screens you experience during your evaluation are just one possible view of how the information can be displayed. One of many powerful and flexible features, CSM allows you to easily customize the screens and information to your organization s needs. If you want a full-featured, customizable evaluation package, please talk with your Cherwell Account Executive. Our objective in creating this software is to combine the ease and simplicity of Out of the Box (OOTB) Service Management software with the power and flexibility of a full-featured, customizable enterprise solution. This evaluation provides insight into the basic functionality of the software. We are confident that CSM has the power, flexibility, and simplicity to meet your company s Service Desk needs. Getting Started Preliminary Overviews If you have not previously attended a CSM webinar or personal demonstration, we encourage you to connect with your Cherwell Account Executive before you begin your evaluation. Requirements You must make sure that port 80 is open. If you do not have access to port 80, please contact your network administrator. You also need to have local administrator rights to install the software. If you are unable to open port 80, you can access CSM via the Browser Client. Cherwell Desktop Client If you expect to be a frequent user of CSM (e.g. IT Service Centre staff, you will want to access CSM via the Desktop Client. Username Password Contact servicedeskproject@griffith.edu.au if you require access to a sandpit environment CSM Guided Tour 8.00 2

Once installed, refer to the rest of this document for assistance as you explore some of the features of CSM. Cherwell Browser Client With the Browser Client you can perform most of the tasks afforded by the desktop client. Most INS staff will be encouraged to use this Username Password Contact servicedeskproject@griffith.edu.au if you require access to a sandpit environment Once you gain access, refer to the rest of this document for assistance as you explore some of the features of CSM. Cherwell Portal Provide 24x7 services from your Service Desk to your end-users with Cherwell self-service Portal. Click the link and see for yourself how your customers will interact with your ITSM team via your self-service Portal: http://griffith.demo.cherwell.com/cherwellportal Username Password Contact servicedeskproject@griffith.edu.au if you require access to a sandpit environment CSM Guided Tour 8.00 3

Cherwell Mobile App If your service desk technicians expect to be on the move and need basic access to CSM, try using the Cherwell Mobile App. You have three options depending on the type of mobile device you are using: iphone /ipad, Android, and all others, like Blackberry. iphone/ipad (ios 4.3 & up) To access the Cherwell Mobile (iphone/ipad) User Interface: 1. Download Cherwell Mobile from the Apple App Store. 2. Launch Cherwell Mobile. You will be asked to configure the server. 3. Click OK. Server: http://griffith.demo.cherwell.com Username Password Contact servicedeskproject@griffith.edu.au if you require access to a sandpit environment Android (4.2 & up) To access the Cherwell Mobile (iphone/ipad) User Interface: 1. Download Cherwell Mobile from the Google Play store. 2. Launch Cherwell Mobile. 3. Tap the pencil to create a connection and click the icon in the upper right corner. 4. Enter the following configuration: Name: Cherwell Demo URL: http://griffith.demo.cherwell.com 5. Back on the main screen, use the following credentials: Username Password Contact servicedeskproject@griffith.edu.au if you require access to a sandpit environment CSM Guided Tour 8.00 4

Non-Android/iOS Devices To access the Cherwell Mobile web User Interface: 1. Go to the browser on your phone. 2. Enter the following URL: http://griffith.demo.cherwell.com/mobile 3. Use the following credentials: Username Password Contact servicedeskproject@griffith.edu.au if you require access to a sandpit environment The Cherwell Approach CSM is a seamlessly integrated, Web-enabled Service Desk software solution. Although priced for small to mid-sized companies, CSM is an enterprise-level powered solution your company will never outgrow. Designed by industry experts, CSM is a revolutionary new product built from the ground up using Microsoft s.net technology and the framework of ITIL best practices. It offers enterprise-level features without enterprise-level cost or complexity. ITIL Made Easy by Cherwell Cherwell Service Management allows you the option of implementing ITIL best practices "by default." That is, by simply using CSM, you can implement ITIL methodology without first mastering ITIL theory. According to ITIL, the Service Desk is that part of the IT organization that is responsible for the key activities associated with the delivery of IT customer support on a daily basis. These activities involve Incident Management and Release Management. While some organizations might not be ready to fully embrace ITIL, nearly all Service Desks perform the underlying functions and activities that are at the core of ITIL; most are unable to easily record and fully automate these processes using their current software system. Without proper automation, your IT organization is not able to receive credit for all the work you perform. More importantly, many tasks fall through the cracks. Cherwell Service Management allows you to understand and implement ITIL at your pace. By simply configuring your company's procedures, methodologies, and priorities within CSM s automated ITIL framework, ITIL compatibility is a by-product of using our system. With our technology, we make the implementation of ITIL EASY and AFFORDABLE! CSM Guided Tour 8.00 5

Other Useful Icons and Tips You will find the following icons, buttons, and commands useful as you navigate through CSM. Menu Item Action Description Go To Goes to the source record. Quick View Opens the item in a second window so you can take a quick look at the details. If you have any questions regarding CSM and/or the Evaluation Version, please contact your Cherwell Representative. Cherwell Service Management Tour Log into Cherwell Service Management 1. Select Start>All Programs>Cherwell Service Management>Cherwell Service Management or double-click the Blue Cherwell icon on your desktop. 2. Type the credentials from page 2 above. You are connected to Cherwell Service Management. The main window opens. Let s get started! CSM Guided Tour 8.00 6

Tour the User Interface The CSM User Interface (UI) is dynamic and customizable. Each user has a personal interface controlled by login (role), rights, and preferences. For example, your home page Dashboard (displayed in the Main Pane by default when you log in or click the Home button) might display real-time Incidents, Twitter feeds, or metrics for your team. Your calendar might display your active Tasks. Your Task Pane might display your common reports or One-Steps. Toolbars and panes are dynamic, so they change to accommodate active content. Toolbars and panes are also customizable, collapsible, and dockable so that you can display what you want and put it where you need it. The following figure shows two sample main windows: 1) displays a sample Dashboard (customizable, of course) in the Main Pane. (2) displays an OOTB Service Catalog record, along with its OOTB arrangement (related information). All record forms and arrangements are customizable. Notice that the Knowledge and Quick Search Panes (right) can be collapsed to allow more area for the record. Notice, too, that the Task Pane (left) and toolbars display information and actions specific for the active record. Note: See Appendix A: CSM User Interface for descriptions of the menu bar and toolbar. CSM Guided Tour 8.00 7

Dashboards, Metrics, and Reports Upon logging in, the first screen you see is your Dashboard. This Dashboard is designed to help you locate and record information quickly. Remember, this is only one possible Dashboard view; you can have any kind of look and feel you desire for your Dashboard. In fact, because of the ease of customizing Dashboards and viewed screens, 100% of CSM users have changed the look and feel of their Dashboards to meet their specific needs and measurement objectives! At Cherwell, we do not believe that you collect data for data s sake. We do not even believe that you collect it for information s sake. Instead, you collect it so that you can continually improve the quality of your IT department and your end-user customer satisfaction. At Cherwell, we believe that RITE (Relevant, Integrated, Timely, Efficient) decisions can be made when the metrics are Relevant, Integrated, Timely, and collected in an Efficient manner. Think of CSM as your Business GPS to guide you. How do we do it? By using the following: Dashboards Reports Excel Integration On-Demand/Ad-Hoc Reporting Self-Service Portal Service Catalog CSM Guided Tour 8.00 8

Dashboards Dashboards provide real-time, at-a-glance information to track important Business Objects and performance indicators. Information is relevant to each User, Role, or Team versus a generic Dashboard that is overly complex or provides information a user does not need. CSM Dashboards are completely configurable by you, or you can opt to lock down the Dashboard so that everyone on the same Team (like First Level Support) must use the same Dashboard. Our Dashboard Viewer allows you to see the Dashboard without consuming a license, so give one to every manager in your company! To display your default Dashboard, click the Home button ( ) on the main toolbar. You can use one of CSM s OOTB Dashboards or you can easily configure your own Dashboard using the Dashboard Manager (Dashboards>Dashboard Manager). Within the Dashboard Manager, you can edit or create a new Dashboard: To edit a Dashboard, right-click the Dashboard and select Edit Dashboard. CSM Guided Tour 8.00 9

To create a new Dashboard, click the Create New button ( ). Both actions launch the Dashboard Editor, where you can select the information to include on the Dashboard. Within the Dashboard Editor, you have the option to drag and drop a Widget from the pane in the lefthand column. After you place it on the screen, you can easily resize the Widget to fit your needs. Right-clicking the Widget in the pane in the left column allows you to edit the Widget, create a new Widget, or launch the Widget Manager. Reports For historical data, CSM s built-in Report Writer allows you to see metrics and trending. You can create as many reports as you like. We also interface with Crystal Report Writer and MS SQL Reporting Services (Note: These options are not available in the public evaluation). Creating, running, or modifying reports do not consume a license. Within the Dashboard Report Widget are three reports: The report with the red arrow uses a date range that you must select. The report with the blue arrow shows graphs only (Manage by Exception). The report with the green arrow shows a graph and text. CSM Guided Tour 8.00 10

Excel Integration Sometimes you might want to take advantage of some of the power in Excel (particularly if you already have reports built in Excel). One example is the Manager s Scorecard. Clicking the link exports the data and allows you to see the report. Note: This option is only available if you have Excel installed locally on your machine. This functionality is not available in the CSM Browser Client. On-Demand/Ad-Hoc Reporting Often, you want to immediately create a report. With CSM you can quickly and easily create reports, even add other data on the fly. Note: Currently, this option is not available in the CSM Browser Client. Let s run a quick report on the number of Incidents that exist for the E-Mail/Calendaring Service: 1. From the CSM Menu Bar, launch the Search Builder (Searching>Quick Search Builder). The Search Builder opens. CSM Guided Tour 8.00 11

2. For Search type, select Incident. 3. Define your Comparison clause as: Incident.Service Equals E-Mail/Calendaring. Incident.Service: To locate this field, select Down arrow>incident fields>service. CSM Guided Tour 8.00 12

Equals: Select Down arrow>equals. E-Mail/Calendaring: To locate this option, click the Table Management button, and then select the E-Mail/Calendaring field (green arrows). 4. Click OK. Now that you have created the report, you can do multiple things with the report: Go to Record: Takes you to the individual record highlighted. Go to Record in New Window: Opens the record in a separate window. CSM Guided Tour 8.00 13

Queues: Allow you to place the record on a Queue. Actions: Allows you to run any One-Step action associated with the record. Print Grid: Allows you to print the report. Export Grid: Allows you to Export the grid. Self-Service Portal Web portal technology is key to the future success of the Service Desk. With increasing business demand for enhanced services and improved access to information, Service Desk professionals will need agile, innovative, and flexible Web-based technologies to meet the demands and expectations of their users. The CSM Portal resolves a number of common pain points experienced by Service Desks and offers the following key functionality: Serve multiple customers, locations, constituents, etc., from one system. Create multiple Portals to provide services to different business groups. View and edit other people s records (approvals, add comments, withdraw requests, etc.). Anytime, anywhere access. No proprietary browser code. Use any modern browser, tablet, or mobile device. Help users to help themselves. With the Portal, users can log and resolve Incidents, access the Service Catalog, etc., freeing up IT resources to focus on higher level activities. For example, dramatically reduce network password reset requests using CSM s built-in password reset function. CSM Guided Tour 8.00 14

Service Catalog Service Catalog: A database or structured document with information about all live services, including those available for deployment. The Service Catalog is the only part of the Service Portfolio published to Customers and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering, and request processes. In the working example, an HR employee, needs to on-board a new salesperson, Tracy Aubin. She logs into the Portal Client using an assigned User ID and Password. However, in your environment she probably would have done single-point sign using Windows Authentication/LDAP. To access Service Catalog and on-board a new employee: 1. Click Service Catalog>Browse Service Catalog. The Service Catalog screen opens. 2. Choose Employee Support>Add/Change>New Employee setup and log in, if needed. The Request form opens. CSM Guided Tour 8.00 15

3. Describe the Request. 4. Fill in the details under for the New Employee. 5. Click Submit when finished. Now to wait for the Request to be fulfilled. CSM Guided Tour 8.00 16

Working with Records and ITIL Processes CSM allows you to create any number of Business Objects and automate virtually any business process unique to your Service Desk needs. But for purposes of this Evaluation Guided Tour, we will focus on some basic ITIL processes: Request Fulfillment, Incident Management, Problem Management and Change Management. Our goal is to show you how CSM fully integrates these processes and empowers you with a 360 view, putting all the inter-related data at your fingertips. CSM Guided Tour 8.00 17

The next screen shows a high-level layout that serves as the basis for CSM records. CSM Guided Tour 8.00 18

Request Fulfillment Request Fulfillment: A Request from a user for information, advice, a standard change, or for access to an IT service (for example, to reset a password or to provide standard IT services for a new user). Service Requests are usually handled by a Service Desk or a request fulfillment group, and do not require an RFC to be submitted. The Service Desk is notified that a new Service Request has been submitted. This can be accomplished a number of ways (depending on your internal business processes): Via a Queue (like a New Service Request Queue). Via the Dashboard. Via e-mail. Via RSS feed. It could even be set up so that, based on the criteria submitted, it is automatically routed to the correct team(s)/individual(s) for fulfillment. With CSM, we provide the flexibility you need to set up processes the way you are used to running your organization. Now, let s take a look at the new Request that has been submitted. 1. Double-click either the Open Requests (to view a list of all open Requests, including the one you just completed) or the Requests opened today on the Dashboard (see following screenshot). With CSM, you can be more efficient and effective by automating and enforcing workflow. For example, when on-boarding a new employee, certain tasks must always be done to bring the new employee on. Instead of manually assigning each Task or passing around the Request, hoping that the tasks get accomplished, use CSM s One-Step actions to automate the process. CSM Guided Tour 8.00 19

Notice at the bottom of the screen you have a Task tab, which lists all the Tasks that need to be accomplished. In your organization, you could: Have these in a Queue so that whoever checks it out is automatically the owner of the Task. Automatically assign an owner of the Task. Manually assign an owner of the Task. CSM Guided Tour 8.00 20

Incident Management Incident Management: The primary goal is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. We know that speed and efficiency are critical to a professional Service Desk. So, how quickly can you create an Incident in CSM? Using our powerful One-Step processes, it is faster than you might think. To create a new Incident (sometimes referred to as a Ticket): 1. From the toolbar, select New>New Incident. A New Incident opens. 2. In the Requestor field, type John, and then press <Tab>. 3. Under Quick Templates in your Task Pane, click Password Reset Template to launch your One- Step (red arrow in following screenshot). CSM Guided Tour 8.00 21

A window like the one below opens, confirming the system is operating in the background: 4. Cancel this cmd.exe file. 5. Close the Request. You just reset an end user s password by entering minimal information, and your Service Desk got credit for having closed an Incident! Not so hard is it? Need to create a more detailed Incident? Your first Task is to make sure that you find the correct Contact Record. Remember, CSM might be used for internal Service Desk/IT support or external customer service. Therefore, a Contact Record might be an Employee Record or a Customer Record. For purposes of the Guided Tour, let s assume an internal Service Desk and Molly Isaacs, an employee from accounting, calls to report that her e-mail is sporadic. 1. There are several options to locate Molly Isaacs s Employee Contact Record using CSM s Google - like search capability (for example, type the following and then press <Tab>): Molly: Uses the contact s first name. 386.7000: Uses the contact s telephone number. Accounting: Enters a department. Note: If an exact match is found, the information auto populates the Requestor, Phone, E-mail, and Photo fields; if the contact is a VIP, it is noted with a VIP icon. If multiple matches are found (Ex: Multiple Employees named Susan), the Contact Manager opens so that you can select the appropriate contact. You can also manually launch the Contact Manager by clicking the Contact Manager button. CSM Guided Tour 8.00 22

Note: In addition to the mini-summary, which gives you the most important details about your contact, you can click the Quick View button (next to the contact s name), to see all the details about that contact, including all prior Incidents. Click OK to return to the new Incident record. Now we ll start filling in the details. 2. For a Description, type E-mail is sporadic. 3. Add some detail information to better assist the technician/analyst in resolving the Incident in the most effective and efficient manner: Service: Choose E-Mail/Calendaring. Category: Choose Desktop Client. Request Type: Choose Submit Incident. Note: The Service, Category, and Subcategory drop-down lists are completely and easily customizable. 4. In this instance, the Incident is limited to Susan and does not affect any other customers, so you ll want to change the Priority. As you might suspect, prioritizing an Incident can tend to be very subjective, so Cherwell has developed a more objective methodology based upon a matrix system. Clicking the drop-down arrow next to the Priority field displays a matrix (determined by invoked SLA and Categorization). Let s choose 4 for Individual Impact and Normal Urgency. Again, customizing the matrix to your organizational standards and business practices is easy, and you can have a different matrix for different scenarios (for example, a different matrix can appear when it is a Service Request). Under ITIL, Priority is based on the combination of Urgency and Impact. ITIL also suggests that the technician/analyst should not be able to manually control Priority. With CSM s customizable matrix, you set the Urgency and Impact to meet your business practice and the Priority is automatically set. 5. You can draw on CSM s powerful and extensive Knowledge system. With our Federated Search (simultaneous search and browsing) of existing Incidents, Problems, Solutions, PDF files, White Papers, Knowledge Packs, and the Web, you will hopefully find a resolution to Matt s Incident, and find it fast. Now let s see if we can find any information in our Knowledge Base. CSM Guided Tour 8.00 23

6. In the Knowledge Pane, type a word or phrase to search. Using the search options in the Knowledge Pane Toolbar, you can also search the Knowledge Base based on details from the current record. You ll see the search begin across various Business Objects, Web sites, White Papers, Past Incidents, Known Problems, etc. 7. Click any one of the links to see more detailed information about the knowledge source. Click Cancel to exit the link and look at other sources. For our Guided Tour, let s assume we need to create a Problem from this Incident. Once again, CSM s One-Step actions come into play. 8. Click the Create Problem from the Toolbar (at the top of the screen) You have automatically matched the Incident to the Problem, as suggested by ITIL. Now let s deal with the Problem. CSM Guided Tour 8.00 24

Problem Management Problem Management: The primary goal is to minimize the adverse impact of Incidents and Problems on the business caused by errors within the IT Infrastructure and to prevent the recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to identify the root cause of Incidents and then initiate actions to improve or correct the situation. A Known Error is an Incident or Problem for which the root cause is known and for which a temporary workaround or a permanent alternative has been identified. Let s look at the Problem created (sample form above). The Short Description is what can be used to notify via Twitter or for RSS feeds, etc. Let s fill out the rest of the form. One of the things the Technician will do is see if any other Incidents related to the Problem have come in during this time and connect them. To capture details of the Problem: 1. Open the Problem, and then click Begin Work (1) 2. Fill out Short Description, Investigate, and Workaround (2). 3. Select Incident Tab>Link Incidents, and then choose some e-mail Incidents (3). CSM Guided Tour 8.00 25

4. Click Publish to Top Issues List in Portal (4) and save. s The Technician looks at the Problem and determines that a reboot needs to be done and a patch is needed to permanently fix the Problem. Once again, we use CSM s One-Step actions to make our job more efficient and easier to use. 5. Click the Create Change Request One-Step action from the toolbar (at the top of the screen) and enter the information shown below. CSM Guided Tour 8.00 26

Change Management Change Management: Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes to be implemented with minimum disruption. A Request for Change has been initiated and a Quick View of the screen shows you all the details you need in order to take it through the approval process. The Technician fills out any remaining details that were not auto-populated by the Problem. CSM Guided Tour 8.00 27

To complete a Change Request: 1. If a Configuration Item (CI) was not populated from the Problem, assign one now. 2. Click the CI selector, then Show Config Items for All Customers. 3. Select Config Server for the Items to show 4. Select the File Server CI and click OK. 5. Enter a Proposed Start and End Date (1). Keep in mind that this CI has a Maintenance Window assigned (2). Choose the next upcoming Sunday. 6. Click Next to continue (3). CSM Guided Tour 8.00 28

7. Fill in each of the assessment boxes (1-5) and click Assess (6) as shown below. CSM Guided Tour 8.00 29

8. Immediately click Submit for Approval. 9. Select a Team (CAB) and a User as the Change Owner/Manager (Gina Mehra). CSM Guided Tour 8.00 30

10. Once submitted, the Approval Status Screen and tab are displayed, showing the number of votes received and remaining as well as selected user as the approver. Note: The creation of the approval process is done in the CSM Administrator module (which is not active in the public evaluation demonstration program). There are five different types of scenarios that can be used for this approval process: Via Outlook Add-In Via E-mail Via Cherwell Mobile Via Self-Service Via Browser or Desktop Client Now let s take a look at some of the tools within the application that you will frequently use. CSM Guided Tour 8.00 31

Using Cherwell Tools Not only does CSM make it quick and easy for you to capture data, a host of powerful tools allows you to effectively, efficiently, and easily use the data. Here is just a small portion of the tools CSM offers. In this final section, we ll walk through the following scenarios: Quick Searches Stored Queries Table Management One-Steps Quick Searches A Quick Search is a simple query that locates and displays a record or list of records based on a word or phrase. For the Guided Tour, let s search all Incidents containing the word Error. To run a Quick Search: 1. In the Task Pane, locate the Quick Search area. 2. In the Search drop-down list, select Incident. 3. In the type search words here drop-down list, type Error. 4. (Optional) To narrow the search based on a timeframe during which the record was created or modified, select a timeframe from the Changed drop-down list. 5. (Optional) To narrow the search to open records only, select the Open Incident only check box. 6. Click Go. CSM searches the databases and displays all records meeting your search parameters. 7. Narrow down the search by typing Outlook next to the word Error. 8. Click Go. Stored Queries A Stored Query is a query that can be run over and over to locate commonly used data. Create a query that allows you to sort all Incidents based on Priority. To create a Stored Query: CSM Guided Tour 8.00 32

1. From the toolbar, select Searching>Search Manager to display the Search Manager. 2. In the Association drop-down list, select Incident. 3. Click the New button. The Stored Query window opens. 4. Type Incidents by Priority for a name, and leave the description blank. 5. Under Sort Results By, select Created Date Time. This sorts the Incidents by when they were actually created. 6. Build your comparison clause (search criteria): a. Select Incident Field>Priority from the first drop-down list. b. Leave the next field as Equal. c. Select System Functions>Prompt in the third drop-down list. i. Check the Provide List of Values check box. ii. Choose Incident Priority as a Table and Priority as a Field. CSM Guided Tour 8.00 33

7. Click OK. 8. Click OK. 9. Click Run. iii. Check User can only choose values from list. Table Management Table Management allows you to add legal values to a Supporting object. After a legal value is added, you can use it to populate a Legal Value field. Let s add a new piece of hardware, such as a cell phone, to the Subcategory object. To add a new value to a table: 1. From the toolbar, select Tools>Table Management to display the Table Management window. 2. In the Type drop-down list, select Incident Subcategory, and then select New. 3. In the Service drop-down list, select Telephony/Fax. 4. For Incident Type, click the Incident radio button. 5. In the Category drop-down list, select Mobile Telephone. 6. In the Subcategory field, type Cell Phone. 7. Click Save. 8. Now, open an Incident and choose Telephony/Fax for Category; you ll see Cell Phone as a Subcategory. One-Steps A CSM One-Step is a group of one or more related actions that can be run against a record or set of records. It is a fantastic way to automate regularly used business processes. One-Steps can be tremendous productivity and efficiency tools. Let s create a One-Step to escalate an Incident. To create a One-Step: 1. From the toolbar, select One-Step>One-Step Manager to display the One-Step Manager. CSM Guided Tour 8.00 34

2. In the Association drop-down list, select Incident. 3. Click the New button. 4. Type Escalation for Name, leave the Description blank and click OK. 5. All actions are available on the Actions Pane on the left side of the screen. CSM Guided Tour 8.00 35

6. Simply click and drag an action to Designer Board. In this example, add: a. Work with a queue. This places the Incident in a Queue. b. Choose Add from the Operation drop-down list, if it is not already there. c. Click the Browse button ( ) next to Queue. d. Click the Global Folder. e. Click 2nd Level Queue. CSM Guided Tour 8.00 36

7. Drag the next action: a. Send an e-mail. This opens the E-Mail Editor. b. In the To: field, type JeffJones@cherwell.com. c. In the Subject Line, type Escalation of Incident and, with your cursor in the field, right-click on and select Incident Fields>Incident ID. d. In the body of the e-mail type the following: Dear Jeff, Please note that Incident (Right-click your mouse and select Incident Fields>Incident ID) is in danger of breaching our service level. I ve placed the Incident in the Desktop Queue. Please contact (Right-click your mouse and select Incident Fields>Customer Display Name) at (Right- Click your mouse and select Customer Fields>Phone) to advise them of the situation. Contact me if you have any questions. e. Click gear icon at the top of the mail screen to allow you to see the e-mail when you run the One- Step). f. Click OK. CSM Guided Tour 8.00 37

8. Drag the last action: a. Create a new child Business Object. This adds a journal entry to your Incident. b. Under Child Business Object, select Journal. c. Under Group Member, select Journal - Note. d. Go to Note Fields>Details. e. Click the Template radio button, and then type Escalated Incident to Jeff via e-mail and added to 2 nd Level Queue. f. Click OK. g. Click Close to close the One Step Manager. CSM Guided Tour 8.00 38

h. Open an Incident that already exists. i. Reopen the One-Step Manager. j. Find your newly created One-Step, named Escalation. k. Highlight it and click Run. You will see the e-mail open up with all the fields merged. 9. Click Cancel, and notice how it added the journal entry to the Incident. 10. Click the 2 nd Level Queue in the Queue Pane, and notice how the Incident was added. CSM Guided Tour 8.00 39

Take Away Well, that s it for the Guided Tour! Here at Cherwell Software, we want your sandbox evaluation to be productive. If at any time you need additional assistance, please contact your Cherwell Representative. Some takeaways from this experience for you: You saw the power and flexibility of metrics through Dashboards and reports. You felt the ease-of-use to create Ad-Hoc or On-Demand reports. You experienced how the self-service Portal Client can open new doors for your constituents. You saw the power of CSM s One-Step actions demonstrated. You tried your hand at creating an Incident and searching Knowledge. You saw how Incident, Problem, and Change are seamlessly integrated. You had a taste of how configurable CSM is through the Cherwell Tools. We hope you will choose CSM for your On-Demand Solution and look forward to hearing your feedback. CSM Guided Tour 8.00 40

Appendix A. CSM User Interface CSM Main Window The CSM main window is dynamic and customizable. Toolbars and panes are dynamic so they change to accommodate active content. Toolbars and panes are also customizable, collapsible, and dockable so that you can display what you want and put it where you need it. 1. Menu Bar 2. Toolbar (Main, Navigation, Action, and User) 3. Task Pane 4. Main Pane (displays Dashboards, calendars, records, etc.) 5. Knowledge Pane CSM Guided Tour 8.00 41

CSM Menu Bar The CSM Menu Bar, located at the top of the CSM Main Window, displays common CSM actions. The Actions menu item is customizable and varies depending on the type of record displayed in the Main Pane (for example, the Incident Actions menu item (displayed below) displays when an Incident is active). A custom menu item is created as part of the Business Object definition in CSM Administrator. File Menu Action New Save Abandon Delete Delete all Print Print grid Export grid E-mail E-mail Customer New Window Logout Close Description Creates a new record. Saves the active record. Abandons changes to the active record. Deletes the active record. Deletes all objects in the active group. Prints the active pane. Prints the active grid. Exports the active grid as a.csv file. Creates an e-mail to send. Creates an e-mail to send to the active customer. Launches a new CSM window. Logs you out of CSM. Closes CSM. Edit Menu Action Undo Redo Description Cancels the last action. Repeats the last action. CSM Guided Tour 8.00 42

Action Cut Copy Paste Show legal values Attach Refresh Zoom Description Moves the selected item to the pasteboard; you can then paste the item into a new location. Copies the selected item to the pasteboard; you can then paste the item to a new location. Inserts an item from the pasteboard. Displays a list of legal values (for lookup fields only). Attaches object to the current record. Refreshes the active record. Zooms the field into a larger window. View Menu Action Quick Search Task Pane Knowledge Navigation Records Description Displays the Quick Search Pane. Displays the Task Pane. Displays the Knowledge Pane. Takes you to the Home Page. Navigates through the current record set. Searching Menu Action Search Manager Quick search builder Edit current search Save current search as MRU list Description Displays the Search Manager where you can manage saved searches. Displays the Quick Search window where you can build a Quick Search. Displays the Edit search window where you can change the parameters of the active search. Saves the active search as a saved search that you can use again later. Lists Most Recently Used searches. CSM Guided Tour 8.00 43

One-Step Menu Action One-Step Manager MRU list Description Displays the One-Step Manager where you can create, edit, and delete One-Steps. Lists Most Recently Used One-Steps. Customer Menu Action Contact Manager Current Info... Config Items... Description Displays the Contact Manager where you can access Customer Records and assigned Configuration Items. Displays the current Customer's information. Displays the current Customer's configuration items. Dashboards Menu Action Dashboard Manager Edit <current Dashboard>... Set <current Dashboard> as default... Widget Manager Metric Manager Heads-up Display MRU list Description Opens the Dashboard Manager, where you can create, edit, or delete Dashboards. Opens the Dashboard Editor, where you can edit the current Dashboard. Applies the current Dashboard as the default. Opens the Widget Manager, where you can create, edit, or delete Widgets. Opens the Metric Manager, where you can create, edit, or delete Metrics. Opens the Heads-Up Display (HUD) in a new window. Lists the most recently used (MRU) Dashboards. Tools Menu Action CMDB... Description Display the Configuration Management Database. CSM Guided Tour 8.00 44

Action Queues Knowledge Reports Calendars Visualizations Attachments Current Record Business Processes... Table Management Options Description Displays the Queue Manager. Displays the Knowledge Manager. Displays the Report Manager. Displays the Calendar Manager or Main Calendar Displays the Visualization Manager or Configuration Map. Displays the Attachment Manager. Displays Business Processes for the current record. Displays the Table Manager where you manage Business Object tables. Displays the Options window where you can set display options. Actions Menu This menu varies by record type and appears only when a record is open. The following table shows Incident actions. Action E-mail Current Customer Create Change Request Create Problem Quick Templates Description If an e-mail account is defined, displays a new e-mail message. Runs Create Change operation. Runs Create Problem operation. Displays a list of available Quick Templates (such as Reset Password). Help Menu Action Contents Reload definitions Report Error... About... Description Displays online help. (F1) Reloads all definitions without requiring the application to be shut down. Report an error with technical support. Display information about CSM. CSM Guided Tour 8.00 45

CSM Toolbar The CSM toolbar is made up of several smaller toolbars, all of which can be independently collapsed and docked: Main toolbar: Displays actions for performing common CSM functions. Navigation toolbar: Displays actions for navigating between records. Action toolbars: Displays actions specific to the type of record displayed in the Main Pane (for example, the Incident toolbar displays when an Incident is active). These custom toolbars are created as part of the Business Object definition in CSM Administrator. User toolbars: Displays custom actions for custom toolbars that you create. Arrangement/Relationship toolbars: Displays actions for working with arrangement records (child records in a relationship with a parent record). By default, the toolbars display under the Menu Bar in the CSM Main Window: Hide a toolbar by right-clicking anywhere in the toolbar area, and then unchecking the toolbar. Undock/move the toolbar by double-clicking the toolbar or by clicking-and-dragging the toolbar. Redock the toolbar to its last docked location by double-clicking the toolbar. The following figure shows a sample toolbar. Main Toolbar Menu Item Action Description Back/Forward Navigates backward or forward in the content pane sequence. Home Displays the Cherwell Service Management Home Page. Calendar Brings up the default calendar. New Creates a new record (you specify the type). Save Save Saves changes in the active window. Abandon Abandons changes to the current object. CSM Guided Tour 8.00 46

Menu Item Action Description Lock Record Unlock Record Record is locked by another User Locks the active record. Unlocks the active record. Record is locked by another User. Note: This button toggles depending on the current status of the active record and who has the record locked. This button appears only if record locking is enabled and only when a record is active in the CSM Main Window. Cut Copy Paste Moves the selected item to the clipboard; you can then paste the item into a new location. Copies the selected item to the clipboard; you can then paste the item into a new location. Inserts an item from the clipboard to a new location. Attach Legal values Attach objects, files, a Web page, or a shortcut. Displays a list of legal values (for Legal Value fields only). Print Prints the active pane. Search Manager Displays the Search Manager where you can create, edit, delete, organize, and run saved searches. Navigation Toolbar Menu Item Action Description Show results Displays a set of records meeting a specific criteria. Show current record Displays the currently selected record. Go to first record Jumps to the first record in set. CSM Guided Tour 8.00 47

Menu Item Action Description Go to previous record Got to next record Jumps to the previous record in set. Jumps to the next record in set. Go to last record Jumps to the last record in set. Arrangement (Relationship) Toolbars Relationships indicate that two Business Objects are related in some way. For example, an Incident has a Configuration Item. In this example, the Incident is known as the parent and the Configuration Item (CI) is the child. Note: Not all relationships utilize the same toolbar. Menu Item Action Description New Create a new item if it is not available. Link Adds/links additional items. Unlink Unlinks the selected item. Delete Deletes the record (does not just unlink it). Go To Goes to the source record. Quick View Filter Export Opens the item in a second window so you can take a quick look at the details. Filter items in the Grid. Export Grid to a file. View Displays items as: Form, Grid, Split screen CSM Guided Tour 8.00 48

About Cherwell Software Cherwell Software is the developer of Cherwell Service Management (CSM), an award-winning business technology and IT service management (ITSM) platform recognized by leading industry analysts worldwide. Cherwell customers are part of a fast-growing, caring community using Cherwell Service Management to implement both ITSM solutions and business technology that goes beyond ITSM. Cherwell Software has the deepest expertise in the service management industry, including a global network of expert partners currently serving customers in more than 40 countries. Corporate headquarters are in Colorado, United States, with EMEA headquarters in the United Kingdom. Contact Information Support Website: Sales Website: Support E-mail: Sales E-mail: www.cherwellsupport.com www.cherwell.com support@cherwell.com sales@cherwell.com Corporate Headquarters North America Support Phone: +1.719.434.5819 Sales Phone: +1.719.386.7000 ext.1 Address: 10215 Federal Drive, Suite 100 Colorado Springs, CO 80908 Europe, the Middle East, and Africa Support Phone: +44 (0)1793 544899 Sales Phone: +44 (0)1793 544885 Fax: +44 (0)1793 544889 Address: Delta 1200, Delta Office Park Swindon, Wiltshire, SN5 7XZ CSM Guided Tour 8.00 49