Usage Guide. Version 1.0. Date Copyright Syliance IT Services GmbH, all rights reserved

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Derek Lewis
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2 2 / 12 Table of Contents 1. Introduction Overview of the ITSM Portal Language Option Home My Requests My Activities Service Catalog Knowledge Base Working with Requests... 8 Creating a Request... 8 Working with existing Requests... 9 Adding Comments and Attachments... 9 Cancel Requests Rating closed requests (Customer Satisfaction) Activity Management Reviewing Activities Completing Activities... 12

3 / 12 1. Introduction Syliance ITSM Portal is an alternative to the System Center 2012/R2 SharePoint based self-service portal.

3 3 / Introduction Syliance ITSM Portal is an alternative to the System Center 2012/R2 SharePoint based self-service portal. The Syliance ITSM Portal provides an enhanced experience to the functionality provided by the Microsoft portal. This document is an end user usage guide for the Syliance ITSM Portal. The guide provides steps on how to navigate the portal and how to perform the actions supported. 2. Overview of the ITSM Portal The Syliance ITSM portal is accessed by using a supported web browser. The list of current supported web browsers is in the ITSM installation guide. The first page displayed when you connect to the portal is organized as six panes. 1. Company logo and home button pane 2. Portal Logo 3. Navigation Panel (menu) 4. Logged on user and search bar 5. Navigation details 6. Service catalog details

4 / 12 2.1. Language Option The first menu item is the language selection.

Contact your SCSM administrator if your preferred language is not available. 2.

4 4 / Language Option The first menu item is the language selection. Click on the arrow to change the language to an alternative language. Contact your SCSM administrator if your preferred language is not available Home The home page is initialized by either clicking the company logo, the portal logo or the home button in the navigation menu.

5 / 12 2.3. My Requests The My Requests menu option presents you with all requests assigned to you or raised by you.

the process category Filter the requests using one or both of these options. 2.4.

5 5 / My Requests The My Requests menu option presents you with all requests assigned to you or raised by you. In the middle pane (Navigation details) you have two filter options Show requests Type of request You can filter by the status of the request And the process category Filter the requests using one or both of these options My Activities The My Activities menu option presents you with all activities assigned to you. In the middle pane (Navigation details) you have two filter option Show requests Type of activities You can filter by the status of the activities

6 / 12 And the activity type Filter the activities using one or both of these options. 2.5.

6 6 / 12 And the activity type Filter the activities using one or both of these options Service Catalog The Service Catalog menu option presents you with service categories you have been granted access to use. Click on the Service Catalog menu option to get a list of service offerings assigned to your user account. When you click on a Service Offering category, you are presented with a Details pane that contains an overview of the service offering (middle pane) and a list of request offerings assigned to this specific category (final right most pane)

7 7 / Knowledge Base The Knowledge Base option provides you with a page where you can search for specific knowledge articles provided by the administrator to help you.

will depend on your administrator s configuration of the service catalog.

Click on the Service Catalog menu option or Create New Request button 2. Click a Service Offering 3.

8 8 / Working with Requests Creating a Request The detailed steps to create a new request of either an incident or service request will depend on your administrator s configuration of the service catalog. Here are steps you must follow to create a new request 1. Click on the Service Catalog menu option or Create New Request button 2. Click a Service Offering 3. Review the details pane and select a Request Offering 4. Clicking on the Request Offering displays the request offering details in the right-most pane 5. Click on Create New Request at the bottom of the right-most pane of the Request Offering Details 6. Fill in the required form details (this may require a combination of list picker options and free text typing). Click on Submit Request on completion.

9 / 12 7. You are presented with a request submitted notification message. Click on the link to review the status of the request, or click OK to return to the start page.

9 9 / You are presented with a request submitted notification message. Click on the link to review the status of the request, or click OK to return to the start page. Working with existing Requests You can add comments, attach files or cancel a request you successfully submitted. Furthermore, you can rate resolved/completed requests. Adding Comments and Attachments You can add comments and attachments to open requests. This is useful if you want your IT department to tell more information about an open request. 1. Click the desired open request from the My Open Requests list on the start page of the portal, or use the My Requests section to find your request. 2. Click Open Details to load the details of the request

10 / 12 3. Scroll down to the Comments area, and then click Add Comments and Attachments 4.

10 10 / Scroll down to the Comments area, and then click Add Comments and Attachments 4. Type a comment, and optionally add one or more attachments using the Add comments and attachments dialog that appears. 5. Click OK to save Cancel Requests You can cancel an open request that is no longer relevant to you. 1. Click the desired open request from the My Open Requests list on the start page of the portal, or use the My Requests section to find your request. 2. Click Open Details to load the details of the request 3. Scroll down to the bottom of the page and click the Cancel Request button. 4. Type a comment, and click OK. Rating closed requests (Customer Satisfaction) You can rate closed requests to give feedback on your satisfaction with how the request was resolved. 1. Find and click the desired request from the My Requests section 2. Click Open Details to load the details of the request 3. Use the stars in the header of the request to rate. 4. Optionally, type a comment in the dialog box that appears. 5. Click OK to save your rating.

11 / 12 4. Activity Management The ITSM Portal provides you with two activity management functions, approvals (review activities) and confirming status of task completion (Manual activities). 4.1. Reviewing Activities Review activities are what an approver uses to confirm or deny authorization for a request.

11 11 / Activity Management The ITSM Portal provides you with two activity management functions, approvals (review activities) and confirming status of task completion (Manual activities) Reviewing Activities Review activities are what an approver uses to confirm or deny authorization for a request. Here are the steps you must use to approve or deny a request using the ITSM Portal 1. Click My Activities (or click the activity from the My Open Activities table on the start page of the portal) 2. Filter activities requiring your approval by setting Show requests to Open Activities and type of to Review Activity 3. Click on the Review Activity to approve or deny (reject) the request. You are able to view the list of approvers and also the approval condition. 4. Optionally, click Open Details if you need to review more information related to this activity or the work item associated to it.

12 / 12 5. Click on either Approve or Reject Type a comment and click on OK to complete the action. Under the Reviewers section confirm the Decision (Approved or Rejected) 4.2. Completing Activities Manual activities are what an analyst uses to confirm completion status of a task based activity associated with a request.

Click My Activities (or click the activity from the My Open Activities table on the start page of the portal) 2.

12 12 / Click on either Approve or Reject Type a comment and click on OK to complete the action. Under the Reviewers section confirm the Decision (Approved or Rejected) 4.2. Completing Activities Manual activities are what an analyst uses to confirm completion status of a task based activity associated with a request. Here are the steps you must use to signify successful or failure to complete a task (manual activity) using the Syliance ITSM Portal 1. Click My Activities (or click the activity from the My Open Activities table on the start page of the portal) 2. Filter activities requiring your approval by setting Show request to Open Activities and type of to Manual Activity 3. Click on the Manual Activity to signify success (completed) or failure (Failed) to complete an activity. 4. Optionally, click Open Details if you need to review more information related to this activity or the work item associated to it. 5. Click on either Failed or Completed Type a comment and click on OK to complete the action.