How can you get help? Ticketing system: Service-Now. SMB-SMS Group

Transcription

1 How can you get help? CERN Service Portal CERN Service Desk Ticketing system: Service-Now SMB-SMS Group

2 Agenda Concepts and processes CERN Service Portal CERN Service Desk Track your issues Your feedback matters! Want to know more?

3 Concepts: CERN Service Portal, CERN Service Desk Both will generate tickets for support service Easy access to services

4 INC RQF Ticketing System: Two processes Incident Request Something is: Broken Not working as expected Restore the service as soon as possible Ask for: Something New A modification Information Deliver when possible and/or agreed Nota Bene: If the initial classification is not appropriate, the Service Desk team is requested to convert your issue (INC/RQF). This action will generate another notification.

5 Tickets Life Cycle Ticketing System: States Ticket States Description Automatic Notifications At these stages, it is still possible to cancel your issue by using the Cancel buttons Assigned Ticket with a support line and no one yet is taking care of your issue In Progress Waiting for user A support person is working on the resolution of your issue Additional information is required from you to allow further work on your issue. You will receive an e- mail notification Dear XX, There is a question for you Waiting for 3 rd party The resolution of your issue requires the intervention of a third party (support contract, etc.) Resolved Supporter has resolved your issue. You have 5 working days to react, after what the ticket will be automatically closed. Closed The ticket cannot be reopened. If the solution is not satisfactory, you have to create another ticket. You can use the button.

6 CERN Service Portal: Access

7 CERN Service Portal: Homepage In case of emergency CALL only!

8 CERN Service Portal: Search & Content Search Results based on keywords either in French or in English Services overview and contacts Knowledge articles: practical knowledge that may help solving your issue Online forms: submit your issue to the concerned service Print Online forms Knowledge articles Useful links

9 CERN Service Portal: Knowledge Base Solve your issue by yourself thanks to FAQ, recipes, collections of tips and tricks, etc.

10 CERN Service Portal: Online Forms Specific actions, asking for relevant information needed to solve your issue! Print failure «Watch list» corresponds to the CC field of an

11 CERN Service Desk: The Team Service Desk team, your human contact to get help : Customer oriented Know-how Involved in Service delivery continuous improvement

12 CERN Service Desk: Contacts Phone: ( from outside CERN) By visiting: building 55 (entrance B)

13 Track your issues To either: get the status provide further information to the supporter react and make a relance cancel it

14 Track your issues from the CERN Service Portal From last ongoing tickets Enter your comment

15 Track your issues from the CERN Service Portal From My Profile : complete list of all your incidents and requests

16 Track your issues from the notification Reply to the notification you have received from CERN Service Desk

17 Your feedback matters! Provide feedback on the treatment of your ticket to help us improve the quality of the service provided. Click on the Smile : From your ticket within the CERN Service Portal From your resolution notification ( )

18 Want to know more? CERN Service Portal Structure

19 Want to know more? Service Status Board

20 Want to know more? notifications Important information to be aware of: 1. All automatic notifications are coming from «CERN Service Desk» -> Even if no action was performed by the Service Desk 2. Impossible at the moment to deactivate the notifications for those without an ITIL role* in Service-Now -> Use formatted web-forms to limit the number of notifications -> Service Management is working on this issue to further improve the situation 3. The for example, generates by default INC. Your ticket (INC) might be converted into a RQF -> Using formatted web-forms avoids potentially an additional automatic notification 4. Generic adresses automatically generates tickets (INC or RQF) such as AIS.Support@cern.ch or access.registration@cern.ch. Some generic s don t such as general.accounting@cern.ch * ITIL role: Member of a support line in Service-Now

21 Want to know more? Online forms advantages Advantages of using online forms: 1. All relevant questions pertaining to your request are asked in one unique ticket -> It enables support lines to process as quickly and completely as possible your enquiry 2. No more need to answer questions that may be asked by the Service Desk. No more back-and-forth exchange -> This helps you and supporters to save time 3. The for example, generates by default INC. Your ticket (INC) might be converted into a RQF -> Using formatted web-forms avoids potentially an additional automatic notification

22 CERN Service Portal Services Service overview at a glance Knowledge articles Find your answer! Online forms Report an incident, submit a request Feedback Your feedback matters! CERN Service Desk Know- How Phone: ( from outside CERN) By visiting: building 55 (entrance B) service-desk@cern.ch