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Service Request Management User Manual

1. Jj Preferences srm22 vm 01 eng remedy com Microsoft Interne lt bmesoftware Service Request Management User Preferences Preferences For Mandy Manager mandy manager Request Entry General Console Information My Requests Accessed Console Last Show All Open Requests Initial Console View Service Categories Recently Closed Requests Show Requests Closed in the last Broadcast Defaults Save Close MTN Ghana SRM End User training Page 40 3 Modify the default search criteria for My Requests when the Request Entry Console appears a From the Show field select if service requests with a particular status should appear For example you might want to display only service requests with a draft status The default setting is All Open Requests b From the Recently Closed field select the number and unit criteria for requests closed since the user last logged in For example you might want to display requests that were closed in the last five days If you are an infrequent user you can enter a higher number for example requests closed in the last two weeks or even months 4 In the Broadcast Auto Popup field specify one of the following defaults o Never Administrator or user never sees the broadcast warnings o On Console Open Adminisirator or user sees the broadcast warnings when the console opens o On New Broadcast Administrator or user sees the broadcast warnings only when there is a new br
2. BMC Remedy ITSM 7 0 Service Request Management Training Manual for MTN GHANA End Users MTN Ghana SRM End User training FRIO SLS le HrrererezeZ i riirir r d _KpreiRMMMR rd irddMdd9d_vv_v__vvUecec D nm amp ngnnndd 3 Target AVENG ini HE HHHH HH HH Mn 3 OUO ni gt o a E e ent eer eas te en Un ener ce emer e Me e e a ere 3 Using the Browser to open the Main Console 45i4an l y a02 ai ka k bar ka biwa k baz kaba kar kat ban ka talan 4 LOGI gg X Zxz atti ies a ak tia a a ae tailed oats 4 LOGOO swassthasantaatmanecaehcanstanvaatauabotnaneisteaehcnan cases A 4 Using the Regdusst Entry COMSOIC ss a 5asr ma ie dace ta kan race deed ee R REYA O E 5 Request Entry Console Functions sy x5 05415y aya 2 1eril dey n D r n Kan E hak a EVAR Za ZEa kn d a 2r kE 2y n n ky d a e 6 Search Stage Searching fOr a SO V C si ys benek n e ia nene heki nae k buna b n Mae y MAA 7 BOWS MOTO Vil eS ke NC AN tt a ae AA e a ae a alia Sr ee lige arate eet 8 Lisung Related da rrr o_ a JVX H Erxrwrwrwra 9 Browsing Tor SUD Al QOL arean pa EE AR bee y a ME e E dan y Ta MEL Wk ba b Tel BE EWE eden B a HARE e 10 Select Stage CHOOSING a SEVICE 33 deyl y a Nak x dayan dasa Van HU da jan e de Dad HE alen da Saka He danen du E duay k dak 11 Reviewing Stage Viewing Service Description L
3. L mendy_meneger i rmZZ um j eng rere dy cn m E aji E Internet gt TT E Serce Cateqones User Preferences 4 Modify the results list by specifying a sort order of requests You can sort requests by My Favourites or System Favourites 5 Click Add to Favourites The service is added to your list of favourites You can also access it as one of your Quick Picks 6 Click Request Now to choose a service from the list Your request enters the Provide Information stage MTN Ghana SRM End User training Page 9 Browsing for Sub Categories You can browse all the categories and sub categories that you are entitled to view in the Request Entry Console until you find the service you want When you have drilled down to the bottom category for example Telecommunications Services gt Conference Calling gt Conference Call Setup you can then select the service or examine its details A Request Entry New Microsoft Internet Explorer _ F x File Edit View Favontes Took Help ie Q mx x E P i Eran she Faverites Bs wj Address a hil ffm Sted wr ng remady com ersys forms arn 22 vm 411 erg ramady cem A SoA Service RequestCorsolejenduser j Trarhs nl 959c323 73c gt Gu Links am Wele Mandy Har Cat Mine t Help El gt gt BMC Service Request Management sisters REKE n Ju Retesh Logout Help Seach Telecommuricalions Gsm Iur q E view Broadess Cuhmitted Ae t
4. bm c com Request N ame Fix p r le Especied Da 4 3 2003 212 20 PH tended Pics 00 00 Uso Serce Calegone User Preferences Answer Surveys Gi ig tahon AddAllachrert Summary mandy_manager srm22 vm 01 eng remecy com mT Eana pae en The breadcrumb trail displays a dynamic history of the earlier pages visited You can click the links to return to an earlier status of the process for example to return to the Service Review 2 Fill out the form details as needed a Optional Edit the Request Name field with a description more meaningful to you For example if the service you are requesting uses a generic name you can create a more precise description You should enter descriptions that are meaningful both to you and to the staff member who is working the request b Optional Edit the requester details for example the phone number and email address MTN Ghana SRM End User training Page 13 c Enter the date when you need the service implemented d Optional Include an attachment e Answer the questions provided especially any that are required to submit the request f Enter any other details If the administrator provided instructions to complete the request for example your computer name or your IP address make sure you follow the instructions completely 3 Perform one of the following actions o Ifyou are sure this is the service
5. gt To add an entry to the activity log 1 Open the Request Entry Console 2 In the left navigation pane click the Open Requests link 3 Select a service request from the list 4 Click Add j Add Activity Log Entry lforrest gx2 70 adprod bmc com Microsoft Internet Explo Miel Fa lt a bmesottware Summary Hotes Attachment File Name Size i Limit 1 Attachment attachment per Activity Log Submitter Imandy_manager Submit Date l 1 6 2007 11 72 02 4M Save Close 5 Add a summary or notes to the log 6 To add an attachment perform the following steps a Click Add The Add Attachment dialog box appears b Browse for an attachment c Click OK to close the dialog box You can add only one attachment for each activity record but the service request can include multiple activity records Please note that the attachment limit is 5 MB 7 Save the Add Activity Log Entry dialog box The activity log entry is added to the service request MTN Ghana SRM End User training Page 20 Activity Log john srm 4 24 2008 5 01 30 PM Important information Please read this information 4 24 2008 5 02 76 PM Noed this as well john srm Add Activity Log Details 8 Glick Activity Log Details to view the log history and access the attachments Viewing Service Requests in Draft The Request Entry Gonsole provides a quick view of all your service requests
6. eng f erne dy oam d TA Semice Categories Advanced user and IT intemal requests including new project a DpenAsquesizs 4 w requests application and serwer deployments and database or Adminisiratve services avalable to all employees induding Pa training benefits payroll imexeeping bevel reservetions fei view Broadcast Services ACCESS services o for specific business applications including wi CLEeTOMer management order processing parol accounting a and human resources systems Facilities Services Ecs Building security office equpment furniture office supplies ji cubicles and HVAC related services Let Felat Services Hi ations Sen r f ot cl T KI i paper N and conference call ated Services 2 TT li inteme lt lt o List Related Services you can view all services under a category and then select a specific service o Browse Sub Categories you can explore all the sub categories and drill down to a specific service If the Hardware category has more than one level you can display all its sub categories for example Computers Phones and Printers If you then select Computers all its services will be listed Browsing for services helps you narrow the scope of available services to find exactly which one you are looking for MTN Ghana SRM End User training Page 8 Listing Related Services After you select a category and list all the services the res
7. l eng remedy romfars ya Terma ama2 vm 1 erg remedy cem ER bir Service RequestConsolefenduser cached 397 i al Linka i Geach lE mpkyee Services r Har Q wiew Broadcari Services mEmolopee Ser Submitted Requests 6 wpe Need Attention p Semvices 1 282 coe Met BZ ca n cy SincaLselvidt ii z Open Henri 4 uF wr er Creete security badge anrk order Fix printer pe Instal toner dear jams of repair broken printers Do mot request this service to load paper Quick Picks r TUN Ls Calegoies Lace Preferarces Suggeshon NE i i mandy manager srm22 vm 02 eng remedy com TT L i meme I You can view details of the services that matched your search You can also rank the services that are displayed For example you can sort them according to Favourites gt To select a service 1 Perform a search for available services A list of available services appears in the Request Entry Console 2 Perform one of the following actions o Click Request Now to choose the service o Add the request to the cart o Add the service to your list of favourites MTN Ghana SRM End User training Page 11 Reviewing Stage Viewing Service Description Before you select a service you can review its details to make sure it is exactly the one that you want Details include a brief description of the service with any other details defined by the SRM Admi
8. Click the back link to return to the earlier view In the Request Entry Console This link acts like a browser s Back button The Back tink maintains the history of the last three views lf you move to anew view not using the Back or Forward finks vou start at the begirming of the view history The Back fink Is disabled when there is mo view lhistery when you are submitting a request or when you have reached the beginning of the view hittory Click the Forward link to move ahead n the Back history The Forward link i dabled when you reach the lend of the view history MTN Ghana SRM End User training Page 6 select these important features je Service Categortes Lists all services by eres navigation category for example Hardware AFAD Survie You can also search for available services by Sue sk browsing through the navigation categories PCA Ek aL s User Prelerences Configures appearance and Ee Mao n ta behavior of the Request Entry Console Answer Surveys Lets vou provide feedback to measure the quality of the service la Suggestion Lets vou provide feedback to measure the quality of the service je Request On Behalf Of Allows vou to create requests on behalf of other users je Business Manager Lonsole Albows vou to open the Business Manager Console Note If vou do not have the proper entitlements some functhons n this area are hidden Click Cart te v
9. EL Telecommunic aion ubmitted Request o D p RA ode Nesr Altenlin g Service Subcategories ee Telecommunications Services Te ie Cell Phones and Pagers Quick Picks Conference Calling monterence Cal Setup Conference Call Support a Conference Call Usa i Categories Sub categories User Preferences Aisha SuUreye Suggesthians obi aj j G mandy_meneger srm22 um 01 eng remedy cnm eh T T l temet gt To browse the sub categories 1 Open the Request Entry Console 2 From the left navigation pane choose Action Menu gt Service Categories You are now in the Search stage 3 Select a category for example Telecommunications Services and then click Browse Sub Categories If there are sub categories they are displayed for example Conference Calling If there are additional sub categories they are displayed for example Conference Call Setup Conference Call Support and so on If there are no additional sub categories the list of services for the Telecommunications Services category appears MTN Ghana SRM End User training Page 10 Select Stage Choosing a Service In the Select stage the Request Entry Gonsole makes it easy to choose a service E Request Entry New Microsoft Internet Explorer ji 4 laj Fila Edt View Favoites Tods Help T z F i p Ere To TE 3 7 Ee O O x E e go Search Favorites 4 6 a e Address 71 hilp fsrmazki m
10. Open Requests link 3 From the Show menu select Closed Requests The results list displays all the closed service requests For a more narrowly defined search try selecting Recently Closed Requests or Requests Closed Since Last Login from the Show menu 4 Select a request that has been rejected or completed 5 Click Reopen A dialog box prompts to make sure you want to reopen the request MTN Ghana SRM End User training Page 24 6 If you are sure that you want to reopen the request click Yes 7 Inthe Request Work Info dialog box add summary information notes and attachments as needed 8 Click Save and close the dialog box You are notified that the request has been reopened 9 From the Show menu select All Open Requests or click Open Request in the left navigation pane The request now appears as an open request Viewing your open submitted Service Requests You can review a list of your open submitted service requests a Summary of their details the activity log and their status levels You can display requests by selecting the status from the Show menu for example All Open Requests In addition each entry displayed in the table of requests shows its relative status in the status bar From this window you can cancel a request without completing it NOTE Guest users cannot cancel service requests that they have submitted gt To view service requests 1 Open the Request Entry Console 2 Perform one of the follow
11. PM 4 3 2008 12 00 00 Quick Picks REQOOOO00000004 On board Employee Planning 4 2 2008 5 17 43 PM 4 12 2008 5 17 45 Request Summary Fix printer Request Coordinator RC Manager Activity Log Request Status Service Categories User Preferences Answer Surveys Suggestion Request Description Request this service to purchase an iPhone Requires your manager s approval Add Activity Log Details Request Details Complete Request Cancel Reopen B x mandy_manager srm22 vm 01 eng remedy com internet MTN Ghana SRM End User training Page 23 Reopening Service Requests When the fulfilment providers successfully finish the request fulfilment process the service request automatically reaches the Completed status After a request has been completed or rejected you can reopen it from the Request Entry Console You can also reopen a service request from a Survey IMPORTANT When you reopen a service request SRM does not reopen the original back office requests that were part of the request fulfilment process Instead SRM creates a new work order 3 Request Entry New Microsoft Internet Explorer File Edit View Favorites Tools Help ae 4 j cae i X Om O l2 Dawe er O l gt u Address http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole
12. Request ID Request Name Status Status Reason f Submit Date Expected Date Quick Picks Fix printer Request Summary Request Coordinator AC Manager Activity Log Request Status TENS 4 3 2008 3 02 13 PM rc_manager Need more information Service Categories User Preferences Answer Surveys Suggestion Request Description Setup office and Install furniture work order Add Activity Log Details Request Details Complete Request Cancel Reopen mandy_manager srm22 vm Ol eng remedy com i tere o 3 From the list of service requests you can perform the following actions o Click Request Details to view the details of the request o If the email engine is enabled you can click the name of the Service Request o Coordinator and send an email for example if you need more information about the status of your request o Click Add to include an entry in the Activity Log o Click Cancel to close the request without completing it A warning prompts you if you are sure that you want to cancel the service request o Click Complete Request if a request is in the Draft status The service request appears in the Provide Information stage MTN Ghana SRM End User training Page 19 Adding an entry to the Activity Log When you are viewing your service requests in the Request Entry Console you can add summary information or an attachment to the activity log
13. approved before it can be worked on the default approver of a service request is the requester s manager gt To wait for approval on service requests 1 Open the Request Entry Console search for the SRD offering and then submit it If the service request waits for approval the Request Summary shows that its request status Is Pending E Request Entry New Microsoft Internet Explorer a x File Edit View Favorites Tools Help Az y la j RIN SAF Ox O x A O O sra Kros 2 w A Address g http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole enduser cacheid 99c3979c El Go Links wel Mandy M Cart Refresh Logout Hel gt BMC Service Request Management AA Ua nak Search Quick Picks for Q View Broadcast Submitted Requests lt A D Submitted Requests 2jj NeedsAttention 1 Submitted Requests Show All Open Requests M Service Cart x ZB Drafts 1 6 entries returned 6 entries matched Ce a Renuest ID Renuest Name Status Status Reason Submit Date Fxnected Date Cy Since Last Visit 7 Open Reguests p0000088883 z printe Pranmirg 4 3 08 SHAS Pts tS GSAS AS Pt t REQ000000000017 Purchase iPhone Draft ReopenByUser 4 3 2008 2 34 47 PM 4 6 2008 2 34 18 PM REQ000000000016 Inslall software to desktop systems Planning 4 3 2008 1 38 38 PM 4 3 2008 2 38 12 PM Quick Picks REQ000000000013 Setup office and ins
14. quantities and extended price for each service with a total price for the cart o Delete items in your cart or make changes to the information After you submit the cart you can view the status of all the service requests in your cart IMPORTANT You can only open one cart at a time The cart is not available to guest users gt To use the cart 1 Perform a search for available services 2 Click Add to Cart on any service s description A Request Entry New Microsoft Internet Explorer File Edt View Favorites Tods Help U O O MAO p tem OSS a Address 1 hilp farmZitid m eng remedy com ersy fomes fami 2 vm d Leng remedy com S4 Son Service RequestCorsolefenduser j Trarhs d t 3979 cu E Gu Links sts gt gt BMC Service Request Management sahil tee ae Refresh Logout Helo wiew Broadcast we bead atterition ag Dials 0 Request Home Expected Date Quanh Extended Pace E Since esl Wis ni ae rh 100 00 U Si Fe p irter r eed this services ASAF 4 5 2008 amp 25 13 PM 1 OpenAsquesiz 4 Acton Wenu Summary Semioe Cateqgones User Preferences Cart Mame belearidy s cart Update Mame Cart ID CA OOOO O00 T Expected Completion 49 2008 2 25 03 PM Total Price DIT II USO Updiete ISTIN Aeamewe SAET AEREE Gutaral at F J mandy manager srm22 vm 01 engremedy com MTN Ghana SRM End User t
15. the following actions o Click the Back icon to return to your search results o Click Request Now to choose the service o Click Add to Cart to add the service to the cart MTN Ghana SRM End User training Page 12 Providing Information stage Entering your requester data In the Provide Information stage the Request Entry Console prompts you to enter the following information o Date and time the service is requested o Any instructions you must follow to create the request o Phone number and email address optional o Answers to questions required questions are shown in bold that you must provide to submit the service request for example its urgency O Finally you needed for can review and correct the requester information about the page as example you can modify the date that the service is required gt To provide information 1 Select a service from the list of services displayed T Request Entry New Microsoft Internet Explorer i x File Edt View Favorites Tools Help a n 4 Qa Q l FG pst Serna al i Address http srm22kd m 01 eng remedy cum ars ys forms sm 22 vm 01 erg r medy com SR 5 3A ServiceRequestConsole enciser cadheid 93c3973 SE Links Welcome Mandy Manager Refresh Logout Help EQ Nead attention p XX ag CF Since L t Visi Requester Nome Mids Moc Breadcrumb trail Phones di provided e A Emai mang
16. 37 E Suggestion headless eng remedy com Microsoft Internet Exp orer r G bmesoftware Suggestions Submit Suggestion Previously Submitted Suggestions Previous Suggestions a si Responded a a ii suggestion Details Category Common Requests Title Password Reset Suggestion u lose my password so often please create a service to request a password reset Status New Response Save Changes Cancel Suggestion 6 Review the status of your suggestion or modify its details a View the status of your suggestion and the response of the SRM administrator to it When creating a suggestion its default status is New As your suggestion is being considered or worked on check its current status for example if it is being reviewed or addressed b Modify the category title or suggestion as needed and then click Save Changes c Click Cancel Suggestion if you do not want to submit your suggestion 7 Close the form when you finish While the Suggestion dialog box is still open you can click the Submit Suggestions to create a new suggestion Filling out the Service Survey From the Request Entry Console you are notified through email to respond to a survey after your service request is marked Completed Each service request generates a separate survey NOTE Surveys must be configured for your company and the option must be turned on lf surveys are not set up and the survey option is not turned on
17. 4 3 2008 5 39 56 PM REQoo000000004 On board Employee Planning 4 2 2008 5 17 43 PM 4 12 2008 5 17 45 After this final approval the default approval cycle is finished for the service request MTN Ghana SRM End User training Page 32 Switching Users Creating requests on behalf of other users You can create requests on behalf of other users f your administrator created an entitlement rule for you The SRM Administrator must create a special rule that entitles you to create requests on behalf of another user when he or she is unavailable This functionality is mainly intended for use in emergencies or unusual circumstances If someone in your department cannot create their own service request for example because their PC has crashed they are off site and have no access to a system they are on vacation and need some service performed and so on you can create a request for them NOTE Users who are allowed to submit requests on behalf of another user must be assigned a fixed or floating license If they are not they cannot manage requests after they have been submitted on behalf of another user In addition they cannot manage a cart for another user gt To create requests on behalf of other users 1 Open the Request Entry Console The Request Entry Console welcomes you as the logged in user If you are entitled to create requests on behalf of other users the Request Entry Console also displays a link where you can create requests o
18. Complete Request 4 mandy_manager srm22 vm 01 eng remedy com 5 When you finish choose Action Menu gt On Behalf Of Self The Welcome message in the Request Entry Console returns to its default mode MTN Ghana SRM End User training Page 34 Using Broadcasts You can view messages that were broadcast to you from other groups in your organization Broadcasts include messages about work in progress system status planned work and so on o Broadcasts are filtered by the logged in user s company based on the following criteria o Broadcasts are filtered for the logged in user s company o If the logged in user s company cannot be determined then only Global broadcasts are displayed o Only broadcasts defined for the Global company are shown to guest users who are not associated with a company 2 Broadcasts Overview kahlua Microsoft Internet Explorer lt bmesofware Broadcast Priority D Broadcast Details 11 27200F 12 33 54 Company Holidays Medium San Jose Earthquake causes minor incanvent Medium Description San Jose Earthquake causes minor inconvenience to Sunnyvale office 5 6 on the Richter scale Start Date 11 1 2007 12 00 00 AM Last Modified 11 2 2007 12 32 20 PM Date Clicking the New Broadcast alert button opens the Broadcasts Overview in dialog mode where you can see details of the broadcasts depending on your permissions Viewing Broadcasts This section describes how to view br
19. Console provides a quick view of all your service requests that are now open From the Show menu you can also view Draft Requests Requests Needing Attention Recently Closed Requests Requests Closed since Last Login or Closed Requests gt To view your open requests 1 Open the Request Entry Console 2 In the left navigation pane click the Open Requests link The Request Entry Console shows all your current open requests EIES Fie Edit View Favorites Tools Help ay x la KIZ bk TR l Qu O ix la O sa qc raw 2 gt wl Address http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole enduser cacheid 99c3979c ye Wel Mandy M Cart Refresh Logout Hel gt BMC Service Request Management aca aS EREN Loaout Hep Search lal for iPhone Q View Broadcast Submitted Requests o aD Submitted Requests 3f Nesds Attenlion 1 Submitted Requests Show All Open Requests M Service Cart Ba 2 Drafts 1 5 entries returned 5 entries matched Cy Since Last Visit 6 Request ID Request Name Status Status Reason Submit Date Expected Date penReauests 5 REQ 000000000015 Install software to desktop systems Planning 4 3 2008 1 38 38 PM 4 3 2008 2 38 12 PM J REQ000000000013 Set up office and install funiture work order Planning 4 2 2008 5 39 59 PM 4 3 2008 5 39 56 PM et REQOOOOO0000005 Fix printer Planning 4 2 2008 5 19 59
20. Needs Attention 9 Submitted Requests Show All Open Requests ui eee L Ed Drafts 0 6 entries returned 6 entries matched Since Last Vist 0 oe ae sce Name Status Status Reason Submit Date Expected Date a Open Requests 6 REQ000Q000Q00OI 4 Fix printer need this service ASAP Planning 4 3 2008 1 21 29 PM 4 3 2008 2 25 03 PM j A REQ000000000013 Set up office and install furniture work order Planning 4 2 2008 5 39 59 PM 4 3 2008 5 39 56 PM REQOO0O00000005 Fix printer Planning 4 2 2008 5 19 59 PM 4 3 2008 12 00 00 Quick Picks 5 REQO0OO00000004 On board Employee Planning 4 2 2008 5 17 43 PM 4 12 2008 5 17 45 Eza REQOO0000000003 On board Employee Planning 4 2 2008 5 02 13 PM 4 4 2008 12 00 00 Fix printer For example the Needs Attention link is based on a predefined search criterion that displays only those requests that require your attention If you want a more comprehensive view of all your open requests use the Open Requests link You can use either the Show or the Service Cart menus in the Request Entry Console for two different views of your service requests Use the Show menu to view service requests at different status levels The following options are available o All Open Requests o Draft Requests o Requests Needing Attention o Recently Closed Requests o Requests Closed Since Last Login o Closed Requests o Use the Service Cart menu to view your service requests by their cart request ID or name If you select
21. a cart request ID or name only its related contents are displayed If you clear the Service Cart field the display preference is used for example All Open Requests Viewing Service Requests that needs attention The Request Entry Console provides a quick view of service requests that require your attention for some reason The Needs Attention setting is activated in the service request when the fulfilment provider creates a public work information record in the back end application for example when information is pending MTN Ghana SRM End User training Page 18 gt To view service requests that need attention 1 Open the Request Entry Console 2 In the left navigation pane click the Needs Attention link The Request Entry Console displays all your requests requiring immediate attention laj xj File Edit View Favorites Tools Help ae EN gt 2J3 ui Ji act Q O x 2 FD Osean ig Favorites aiia SURI Address http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole enduser cacheid 99c3979c Wel Mandy M Cart Refresh L t Hel gt gt BMC Service Request Management r dd ia a Search Al an for iPhone Q View Broadcast Submitted Requests aD Submitted Requests 3f Needs Attention 1 F Drafts 1 cy Since Last Visit 4 5 Open Requests 7 Submitted R eque sts Show Requests Needing Attention Service Cart EF DD
22. aston cena Dr e 35 VIEWING IES KOACCAS 6 2ae25 re a dateesedeseunten 35 Modifying a broadcast MESSAGE ccccceecceeeeceeeeceeeceeeceueeseeeceueeseeeeseeeseeeeseeeeseeeseeeesseesaeeess 36 ur ro ella eli gi 0 6219 1Y Cea Agee YEME NN MR ea MA EM N DM i ee aa 37 Making SUOGCSIIONS sxcctict cuneate a E n2 sra SON Y a D SON a da Zon S k n 37 Filling OULTINE SENVICE SN A DS JJJ_o_r_r_r rr r eee hp g g7a 38 Setting Request Entry Console preferenC S L kk KEK K k KAK KK KK KA KA 40 MTN Ghana SRM End User training Page 2 Introduction This document describes how to use the Service Request Management Module on BMG Remedy ITSM This will enable all enabled users to log their own requests and incidents and track the progress Service Request Management SRM supports the Service Desk function of the Information Technology Infrastructure Library ITIL The Service Desk is the only function or department specifically defined within ITIL because it is critical in IT user support The goal of the Service Desk is to provide a single point of contact between the IT user and the IT organization The Service Desk manages user facing activities related to basic ITIL processes such as Incident Management Change Management Service Level Management and so on Target Audience e MTN GHANA End Users Outcomes Upon completion of the training delegates will be able to e Navigate w
23. ate requests If needed you can update a request or delete it 8 When all the items in your cart are ready click Submit Cart to create the service request The cart is ready to submit when you see the green checkmark in the Your cart is ready area of the window The system then creates a new cart request ID for example CROO00000000003 The new cart submission appears as a separate request in the Request Entry Console You can drill down to see the status of your requests as needed Submitted Requests o M4 anD Submitted Requests Submitted Requests Service Cart Mandy s cart an Needs Attention ZA Drafts Cy Since Last Visit a Open Requests 2 entries returned 2 entries matched Request ID Request Name Status Status Reason Submit Date Expected Date 4 3 2008 1 21 29 PM 4 3 2008 2 25 03 PM m o O 0 REQ0O00000000014 Fix printer need this service ASAP Planning MTN Ghana SRM End User training Page 17 Using the Request Entry Module to manage service requests The left navigation pane of the Request Entry Console provides two default searches by the status of the service request or by its cart request lD so that you can quickly view service requests in various stages Welcome Mandy Manager Refresh Logout Help lt R gt BMC Service Request Management Search Al for software Q View Broadcast Submitted Requests 4 anD Submitted Requests aff
24. can J Series Malehinr Seach Sarion Bawian J gt Ermida Iniomnatian 3 gt Summer Service Summary Summary Request Name Fre ponter need this service ASAP Quantity 1 Date Expected 4 3 2008 2 16 20 PM Extended Price 100 00 USD Date Requested 4 3 2008 12 00 00 4M Requester Mandy Manager Requester Phone 408 571 4444 Requester Email mandy bme com Provided Information Servos Categories User Preferences Anses Surveys Si 3J z Ra lig AddTa Cat Sava Aa Dralt Submit 4 r The breadcrumb trail displays a dynamic history of the earlier pages visited Click the links to return to an earlier status in the process 2 Review the details about the service request 3 Optional Click the Back icon to enter more details about the request 4 If you are satisfied with the request summary click Submit The new request appears in the list of submitted service requests of the Request Entry Console MTN Ghana SRM End User training Page 15 Cart Review Stage Using the Cart In the cart you can easily combine multiple service requests into one order and then submit it in one operation For example you might decide you want to create two requests at the same time fix your printer and upgrade your computer to the latest version of MS Office In the Cart Review stage you perform the following tasks before you submit the request o Review the contents of your cart This includes
25. com lt bmesoftware Event History Events PEt Evert Status Rectum Code Protocol AR FEVTOOOOOOO00542 SAM OUT CREATE APP 3EQUES In Progress Error Access blode Local Error Code 1440105 Eror Message ARCreateEnty Ho change El manager group could be found Manually select a group from the menus l ne group with an Individual in the Functional role of Events Parameters Param Walue Bi Requester First Name 1000000019 Change Timing 1000000568 Normal Commit Change Type 1000000181 Change Description 1000000000 ik AOT change 1 summary Detailed Description 1000000151 Impact 1000000163 i4 Minor Localized Lead Time 1000000283 al Requester Last Mame 1000000018 HER Requester Phone Num 1000000056 408 972 4110 Requester Support Co 1000000082 Acme Corporation Urgency 1000000162 i 3 Mediurm Retry Close MTN Ghana SRM End User training Page 28 The preceding figure shows events with errors the back end application could not create a new request because no manager group could be found c Debug the error with the back end applications d Click Retry to re start the application instance command e Close the Event History dialog box f Close the View History dialog box 9 Click the Activity Log tab Request Details iforrest gx270 adprod bmc com Microsoft Internet Explorer _ 4 bmesoftware Details Activity Log Process View Request Status ating Approval 3 entries re
26. enduser cacheid 99c3979c wel Mandy M Cart Refresh L t Hel gt gt BMC Service Request Management iiaiai Refresh Logout Helo EA Search All for iPhone Q Submitted Requests o ME aD Submitted Requests Submitted Requests Show Closed Requests View Broadcast 3f Needs Attention 1 Service Cart Ra Z Drafts 1 Oren 6 pj Cure ast Viet Request ID Request Name Status Status Reason Submit Date Expected Date REQ000000000019 Purchase iPhone Canceled By User 4 3 2008 2 51 05 PM 4 6 2008 2 51 00 PM 5 Open Requests REGOOOO00000018 Purchase iPhone Canceled By User 4 3 2008 2 48 44 PM 4 8 2008 12 00 00 n REQO00000000015 Install software to desktop systems Canceled By User 4 3 2008 1 25 02 PM 4 3 2008 2 25 03 PM Quick Picks REGoOOO00000014 Fix printer need this service ASAP Completed Successful 4 3 2008 1 21 29 PM 4 3 2008 2 25 03 PM Fix printer REQoOO000000003 On board Employee Canceled By User 4 2 2008 5 02 13 PM 4 4 2008 12 00 00 Request Summary Request Coordinator AC Manager Activity Log Request Status Complete Service Categories n HARARE a rceer aust Request Description Suggestion Request this service to purchase an iPhone Requires your manager s approval 4 mandy_manager srm22 vm 01 eng remedy com gt To reopen a service request 1 Open the Request Entry Console 2 In the left navigation pane click the
27. est this service to lond paper ef Add to Cart A Request Now MTN Ghana SRM End User training Page 7 3 Enter a search term in the for field You can use relevant terms in your search criteria For example if your printer ran out of toner you can enter toner cartridge colour printer or printer The Service Catalogue Manager who created the SRD might have added keywords that is alias terms to simplify your searches 4 Click the magnifying glass A list of service requests that matches your search criteria appears Your request enters the Select stage Browsing for Services Request Entry New Microsoft Internet Explorer File Edt View Favorites Siren a Q mx O DE E a are se Fav rtes Address 1 hip ffs 22d wm eng remedy comfersys Torraram 2 m d 1 eng remedy cem A S834 Service Request onsale jfenduser cacned c 223 79rn Eso inka gt Welcome Mandy Hanaq gt BMC Service Request Management nen l l Su mitted Fie equests i J hesd tention p sj Li Visit nebvork management requests Quick Picks Employee Services and expense reporting Uist Resbec Services p Common user requests for IT services including hardware j ral software network and systems arozss User Pref erances r HANI Sure eyes Suggeshan 32 mandy_manager sim22 4n 04
28. ggestions to the SRM administrators about the Request Entry Console and the actual implementation of the SRM application For example you might suggest that your administrator add a new service to the System Favourites gt To make suggestions 1 Open the Request Entry Console 2 From the left navigation pane choose Action Menu gt Suggestion Suggestion headless eng remedy com Microsoft Intern et Explorer a Hel lt bmesoftware Help Bi Suggestions a 4brmit Suggestion Previously Submitted Suggestions fou can offer suggestions to the SAM administrators about the Request Entry console For example you might think the questions in the Provide Information stage were too vague Yo might suggest that your administrator create a brand new service for the Hot List for example Reset password Finally you can offer general suggestions about the overall usefulness g the Service Request Management application suggestion Category Tithe Suggestion Submit 3 In the Suggestions dialog box do the following a Select a category for your suggestion for example Common Requests or Metrics b Enter the other required information to create your suggestion NOTE If you are suggesting a new service enter a suggested title and description 4 Click Submit to create the suggestion 5 To view your suggestion click the Previously Submitted Suggestion tab MTN Ghana SRM End User training Page
29. he system File Edit View Favorites Tools Help Q x gt x P JO search 5 Favorites O oy a Address http srm22kd vm 0 1 arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole enduser cacheid 99c3979c Wel Mandy Man Cart Refresh L t gt gt BMC Service Request Management RE AEE an EERS e Search All for Q View Broadcast PIOLETA KILI P Subnitted Requests a spt Needs Attention 0 Submitted Requests Show Requests Closed Since Last Loc Service Cart A Drafts 0 1 entries returned 1 entries matched cy Since Last Visit 4 a per Requests 4 Request ID Request Name Status Status Reason Submit Date Expected Date Quick Picks Request Summary Request Coordinator Celia Coordinator Activity Log Request Status Complete Service Categories ia ZTATEIB R3 RR Request Description Suggestion Request Detals Complete Request Cancel Reopen 4 mandy_manager srm22 vm 01 eng remedy com TT T M Local intranet 3 Optional From the Show menu filter the requests that are displayed in the MTN Ghana SRM End User training Page 22 Request Entry Console 4 From the list of service requests you can perform the following actions o Click Request Details to view the details of the request o Reopen a closed request o Click Add to include an entry in the Activity Log Viewing your open requests The Request Entry
30. iew the current fet of servicers in your cart Click Refresh to refresh the data in the tables Note The refresh functionality ts optimized im the 2 2 00 venion toreireshonly the console s focus area For example Y vou are viewing submitted requests and click Refresh only the items in the table and the generally visible data are refreshed metrics quick picks and se on Click the macnifving gliss or the search mentu to namow your search of avallable services to a subset that is displayed in the service catalog Click Home to renn te the view configured In the usr s Inttial Console View preferences Search Stage Searching for a service You can search for an available service using title description or Keywords Search fields For example if you select IT Services for Users from the Search menu enters the keyword printer the Request Entry Console performs a search to find any available services that match the description Your search returns a number of services that you can request from gt To search for a service 1 Open the Request Entry Console 2 Perform your search from All search categories or refine your search an item from the Search menu for example Employee Services Search Employee Services os tor brini q view Broadcast d an Semice Matching Search Semvices i m Fixprinter WW TE Add to Favorites Instal toner dear pager jams or repar broken printers Do mot requ
31. ing actions o Choose Submitted Requests o Click the Open Requests link in the left navigation pane o From the Show field select All Open Requests Your outstanding service requests are displayed E Request Entry New Microsoft Internet Explorer i a x File Edit View Favorites Tools Help Aw Qa O x A O sexa pries Z wl Address http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole enduser cacheid 99c3979c Links gt Wel Mandy M Cart Refresh Logout Help BMC Service Request Management SB I ae ON CARER All ica Q View Broadcast Submitted Requests 4 A D Submitted Requests pag Needs Attention 1 Submitted Requests Show fan Open Requests z Service Cart x Z D afts 1 BeninlewTearer Seri iew Tatan r gt Since Last Visit Request ID Request Name Status Status Reason Submit Date Expected Date 5 pen Requests 5 REQO00000000016 Install software to desktop systems Planning 4 3 2008 1 38 38 PM 4 3 2008 2 38 12 PM 4 J REQOO0000000014 Fix printer need this service ASAP Planning 4 3 2008 1 21 29 PM 4 3 2008 2 25 03 PM x z REQ000000000013 Set up office and install furniture work order Planning 4 2 2008 5 39 59 PM 4 3 2008 5 39 56 PM Quick Picks REQ 000000000004 On board Employee Planning 4 2 2008 5 17 43 PM 4 12 2008 5 17 45 Fix p
32. ithin the Remedy SRM Module e Log their own incidents and requests e Add updates to their requests incidents MTN Ghana SRM End User training Page 3 Using the Browser to open the Main Console Login You start an ITSM application by opening its main console MTN GHANA end users will access the ITSM Application through a browser User Same Password Authentication EEE TEN Figure 1 Login 1 The link to the ITSM application will be provided on your local Intranet webpage 2 You will then be directed to the above logon screen 3 You must use your AD Username and password to log in leave the Authentication field blank Logout Always use the Logout function to exit the lt screenshot van logout button gt Remedy application BEFORE closing your browser MTN Ghana SRM End User training Page 4 Using the Request Entry Console The Request Entry Console provides an easy to use web interface in which you can perform keyword searches of the service catalogue enter requests on behalf of other users and view the status of your service requests In addition the Request Entry Console provides quick links for common service requests The 2 2 00 version added a cart to the Request Entry Console that enables you to shop for services Similar to a shopping cart in your favourite e commerce website you can add multiple service requests to the cart and then submit them all in a single operation Request Entry New Microsof
33. k Close to shut the Survey dialog box without saving your answers Click Submit to complete the service request O O O O MTN Ghana SRM End User training Page 39 Setting Request Entry Console preferences You can view and edit the default appearance of the Request Entry Console by choosing Action Menu gt on which consoles you have permissions to access you can also view their preferences and options o When the Request Entry Console opens you can determine o Default console settings which you can use to determine the console view that initially appears for example Submitted Requests o Display of service requests for example All Open o Requests closed since the last time you logged in to the Request Entry Console o Sort order of results listed for example by My Favourites System Favourites or Hot List NOTE Guest users cannot set Request Entry Console preferences gt To set the Request Entry Console preferences 1 From the Request Entry Console choose Action Menu gt User Preferences 2 From the Initial Console View field in the General Console Information area select whether you want the Service Categories Quick Picks or Submitted Requests view to appear when the Request Entry Console appears The default setting is Service Categories When you click the Home button in the Request Entry Console you return to the view that you specify here If there is no setting the Home link returns you to the Service Categories view
34. kK KAK 12 Providing Information stage Entering your requester dat amp i kk EE 13 Submit Stage Creating a Service REQUEST cccceccccsececeeeeeceeeesseeeeceecesseeeeseneessaeeeseeeessaeeeas 15 Cart Review Stage Using the Cart ss i yey yaban keke ya ni kahaye k ykh ya yl EE sl lu Raye kk h yay b ban ek K N 16 Using the Request Entry Module to manage service requests llL EEE 18 Viewing Service Requests that needs attention ccccccecssececeeeeceeeeseeeeeseeeeseeeeeneeeenseeeens 18 Adding an ent yo ING ACIIVITY LOG s s ne n 12yan a il oles clause a N ds kak a bn 20 Viewing Service ReguUeStS IN DE AT i san sla MA handin i kirn A D w aa SAMED AYAR ANE SANA 21 Viewing Service Request Closed from the last time you visited SRM U U 22 Viewing your OPEN requests ccccecccecececececcceeeceeeceeeceeecseeceeecseeceuecseeseeeseeeseeeseeeseeeseeeseeenes 23 Reopening Service REQUCSIS s Lc 150 53555355555 2534553551050455 5 2945355 415051 55 54005 a5 A eb babe Ee sanen en 24 Viewing your open Submitted Service RIeque StS l kk kk K k K k RAA 25 QUICK PICK car bn e N N a DD DD e DD DD N 30 Waiting Tor ApDptOvVal Ol S TVIC Fl OUCS suia ata 2202 kure E R Maan ata ER rekan An AA NE Ak 32 Switching Users Creating requests on behalf of Other users lll EEE 33 Jomo i TO AGC ASS sina dea cc DD
35. n behalf of other users The Switch User functions also appear in the left navigation pane Service Categories User Preterences Answer Surveys Suggestio Request On Behalf OF If you do not have the proper entitlements from the SRM Administrator this functionality is hidden 2 From the left navigation pane choose Action Menu gt Request On Behalf Of FR http srm22kd vm 0 1L eng remedy com On Behalf Of Console srm22 vm 0 Leng remet fy com lt a bmesoftware On Behalf Of Selection User Hame m Select a user to act On Behalf Of 1 entries returned 1 entries matched Login ID Last Mame First Name Full Hame Select Close Tie iene Z 2 mandy_manager srm22 vm 0L eng remedy com MTN Ghana SRM End User training Page 33 3 From the list of available users choose a name and then click Select The Welcome message reflects that you can create requests on behalf of the user you selected for example Requesting On Behalf Of Fred User ef Cart Refresh Logout Help Requesting On Behalf OF Fred User Welcome Mandy Manager j View Broadcast 4 Create a service request by using any of the typical methods for example Quick Picks or Browse for Services When you act on behalf of another user your view of the Request Entry Console is as if that user is logged in to the system Your sees all their open requests their quick picks their favourite services their cart reque
36. n choose favorite services from SRDs you found during a search For more information see Listing related services on page 26 and Creating a list of my favorite services on page 45 Removes a service from your favorites list For more information see Creating a list of my favorite services on page 48 Displays a service that is designated as a favorite Displays services defined by the SRM administrator Your system administrators rank the services that they think are important for typical users MTN Ghana SRM End User training Page 30 A good example of a favourite request is any service you must use frequently for example Reset Password If you flag this service as a favourite request it appears as an option when you select Quick Picks gt To use Quick Picks 1 Open the Request Entry Console 2 Perform one of the following actions o Select one of the administrator designated services from the Quick Picks list in the left navigation pane o Click the Quick Picks button Your Quick Picks list of services appears in the Service Request table Your favourites the hot list of system favourites and the services picked by your administrator are all displayed 3 Click the Request Now button to choose a service from the list You now can enter information about your service request MTN Ghana SRM End User training Page 31 Waiting for Approval on Service Requests When a service is requested that must be
37. nd AOls instantiated in the service request click one of the objects in the Visual Process Editor workspace The properties and values for the object are displayed in the Properties tab Here you see the status of the process and application instances MTN Ghana SRM End User training Page 27 NOTE The Process Definition Templates dialog box provides more details about the underlying processes of the service request than the limited information displayed in the Request Entry Gonsole 8 To view problems with the service request take the following troubleshooting steps a Click Event Error NOTE You only see the Event Error button if you have Service Request User permissions or greater View Process srm jap vm1 lahs bme cum lt lt bmesottware Process Fulfillment Application Instance Detail E REQO00000000116 Application EME Remedy Change Management 014 POI00000000009 k pdt change 1 InProgress 5 fik AQT ch 1 a 01 AOTOOOOOOOCOL 16 k AOT change 1 Initiated anne ai E Request ID Status Status Reason Ewent Error Details Event SAM_OUT CREATE _APP_REGUEST m Return Code Error Rtn Message Code 4an 05 Return Message AR CreateEnty No change manager Gl group could be found Manually select a View Events b If an event contains an error click View Events The Event History dialog box appears showing you the complete event history of the instance B Event Dialog srm jap m1 Jabs bmc
38. ng Page 26 p Request Details kahlua Microsoft Internet Explorer lt bmcsoftvvare Details Activity Log Process iew Request Status Planning Request Detail for Enhancement Request TD REQ000000000065 Expected Completion 11 7 2007 9 57 20 AM Title Enhancement Request Requested By Mandy Manager Level Requested For Mandy Manager Turnaround Time 5 Company Acme Corporation Submit Date 11 2 2007 10 05 48 AM Phone F Required Date 11 2 2007 12 00 00 AM Email mandy bme cam 6 Click the Process View tab to view the processes behind the service request The Visual Process Editor appears in read only mode in the View Process tab Here you can view the underlying processes that are associated with the service request at runtime Request Details kahlua Microsoft Internet Explorer lt bmesoftware Details Mactiviee Loo Request Status Planning Process Details for Create an Incident Properties Fulfillment Status Re Fulfillment ID Tnrident sample with questions ID 491000000000060 Fulfillment Status Fulfillment Summary Ircident sample witt Properties and values of the AOl displayed in the Editor workspace Process Ircident sample witt Fulfillment Applicatic BMC Remedy Incide Status Description Aworkitem has bee E Planning In Progress Pending Cancelled Completed ma RR Process Process Group Close Pa 7 To view the properties and values of the various PDIs a
39. nistrator gt To view the service description 1 Perform a search for available services 2 Pick a service from the list of services displayed Each available service has a link you can click to review its details slay P Services Mstching 5 ezreh Services Fix printer jj I J 3 Click the description link 3 Request Entry New Microsolt Inbernet Explorer H la x File Edt Wew Favorites Toos Hepo ra Oxu O x 2 Qs a oh Favors 2 oS wi a Address E hip fern 2d am 0 Leng remady com farsys foma feria L eng remedy cem A Din JA Service Request Console and sar Pahad A7 r Gu Links e welcome Mandy M Cat BEDI eee eee T gt gt BMC Service Request Management as Seach Emphyer 5 Services lur pini Q E View Broadcast I Submitted Requests i J Serica selicee Matehinn Saach Series Review Ii a Herd Aitention Semice Review A Selected Service Details Request Hame Fix printer Description Install toner clear paper jams or repair broken printers Do not request this service to load paper Turnaround Time 1 Hours Price 100 00 USB Action Mer u Germes Caicos User Preferences Antes Surveys t Suogeslion Add To Cort Request Wow il The Service Review window provides important read only details about the service for example its price turnaround time and so on 4 Perform one of
40. no surveys are generated gt To use surveys 1 Open the Request Entry Console 2 From the left navigation pane choose Action Menu gt Answer Surveys MTN Ghana SRM End User training Page 38 3 Select a survey and then click Respond 4 Enter your responses to the questions E Survey srm22 vm 0Leng remedy com Microsoft Internet Explorer lt lt bmcsoftware Survey for Fix printer REQoo0000000023 Question 1 Was the service provided timely Question 3 Was the technician knowledgeable Lowest Lowest Rating C W2 rar4er5F6e 7C 809 amp 10 Rating C mvrgr4a er spbr er rFroreec oe 10 Comment Yes couldn t have finished my project if you didn t Comment She did exactly what needed meet the service target Question 2 Was the problem solved to your satisfaction Question 4 Was the technician courteous Lowest Lowest Rating cr m2zrsgo4 oscaeoroeec oe 10 Rating c mm2zrgo4aorscaeororecgoe 10 Comment Yes definitely Comment Yes Grace under pressure After submiting my survey Close the Service Request C Reopen the Service Request Submit Close 5 Perform one of the following actions o Click Close the Service Request to save your answers to the survey and complete the service request If you are not satisfied with the actions performed on the service request click Reopen the Service Request to reopen the service request and move it out of the Closed status Clic
41. oadcast 5 Save your changes and close the dialog box You must close and re open the Request Entry Console for the changes to appear END MTN Ghana SRM End User training Page 41
42. oadcast messages While viewing broadcasts you can modify the message if you belong to an authorized authoring group create a new broadcast message and under some circumstances when viewing the message from the current record relate the broadcast message to the current record gt To use broadcasts 1 Open the Request Entry Console lf there is a new broadcast the New Broadcast alert button appears in the Request Entry Console The alert also informs you the quantity of new broadcasts Welcome Mandy Manager Refresh Logout Help 1 New Broadcasts If there are no new broadcasts the default View Broadcast button appears MTN Ghana SRM End User training Page 35 Welcome Mandy Manager Retesh Logout Help lt View Broadcast 2 Click the New Broadcast or View Broadcast button 3 Select an entry in the Broadcasts table to view its details 4 Close the dialog box when you finish Modifying a broadcast message To modify a broadcast message from the View Broadcasts dialog box click Modify The action opens the New Modify Broadcasts dialog box If you are modifying the message edit the fields according to the changes you want to make Click Save when you finish making your changes MTN Ghana SRM End User training Page 36 Providing Feedback You can provide qualitative and quantitative feedback to the team who worked on your service requests Making suggestions You can offer su
43. ork order 2 EE E Favorites cy Since Last Visit a Enable and test network connections work order w gf Add to Cart A Request Now Quick Picks gt Business Service Mqmt Solutions ing Research business service management solu ions Remove from Favorites O A Request Now Fixorinter j See Add lv Favuriles i Install toner dear paper jams or repair broken printers Do not request this service to load paper Ef Add to Cart 5 Open Requests g Fix printer A Request Now ER EIR P Install software to desktop systems j y PEE ee TER SI Ken an ee to install new or upgrade software on your desktop for example MS Word or Adobe B Add to Cart Answer Surveys CAS A Request Now Suggestion On board Employee i Le SF Add to Favorites Prepare for a new employee indudes office computer and security setup ef z to Cart A Request Now Set up office and install furniture work order li Ss Add to Favorites liji Setup office and Install furniture work order gl Add to Cart I treduser srm22 vm Dlengremedy com gy nemet A The services in your Quick Picks list are populated by the following methods o Added by your system administrator Services appear as links you can select in the left navigation pane o Automatically added by the server based on how many times SRM users request the service o Selected u you as a favourite Selects a service as a favorite You ca
44. raining Page 16 The Gart Review window shows important information for each item in your cart including o Request ID o Request Name o Expected date of fulfilment o Quantity o Extended price of the service request unit price multiplied by quantity In addition the Total Price of all service requests in your cart is shown Your system administrator might have included more information 3 Click Update Name to change the name of the cart to a more meaningful description for example Mandy s cart The cart name defaults to the cart request ID You cannot modify the cart request ID 4 Click Update Request to modify information in your request for example if you must change the expected date modify your answers to questions or supply missing information You must update requests that need attention before you can submit the cart The Ready column in the Cart Review table shows any requests that require attention for some reason 5 Select a service and then click Remove Request to delete it from your cart 6 Continue to add services to the cart To add more than one service to your order enter a new search term in the Search box or click Browse Categories to return to the home page 7 Return to the cart when you finish shopping for services The Cart Review window lists all the services in your cart For example you might decide it is easier to combine all your service requests into one single operation instead of creating three separ
45. rinter Request Summary Request Coordinator BC Manager Activity Log Service Categories Request Status Draft User Preferences F E B 5 FY P Answer Surveys Request Description Suggestion Request this service to purchase an iPhone Requires your manager s proval ae I vascrt Bl D internet MTN Ghana SRM End User training Page 25 3 Select a service request The table and status bar summarize important details about the service request for example the service coordinator and if the request has been approved its expected finish date and so on 4 Add details to the Activity Log a Click Add j Add Activity Log Entry lforrest gx270 adprod bmc com Microsoft Internet Explo Miel lt bmcsoftware Summa Hotes Attachment File Name Size Attach Label Limit lt Attachment attachment per Activity og Submitter Imandy_manager Submit D ate l 1 6 2007 11 13 02 4M Save Lose b Add summary notes and attachment if needed to the log c Save the log details when you finish The dialog box automatically closes and you are returned to the Submitted Requests view 5 Click Request Details The dialog box appears in Details mode You can view important read only information about the service request for example its request ID its status submit and required dates and so on MTN Ghana SRM End User traini
46. sts and so on E Request Entry New Microsoft Internet Explorer Address 4 http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceReg estConsale enc saleje sar 2cacheida99c39 U C or oo Welcome Mandy M Cat Refresh Logout Help gt gt BMC Service Request Management seg a se Requesting On Behalf Of Fred U ser x tor g View Broadcast Search Advanced IT Services METETE MIL gt Submited Requests 3f Needs Attention 0 Submitted Requests Show All Open Requests v Service Cart Ae EE y E e e s HZ Dratts 0 temmes TetUried erities matched A ice ast i 0 Request ID Request Name Status Status Reason Submit Date Expected Date a Open Requests 3 REQ000000000025 Purchase iPhone Planning 4 3 2008 4 35 14 PM 4 6 2008 4 35 10 PM L REQ000000000024 Set up office and install furniture work order Draft 4 3 2008 4 34 52 PM 4 4 2008 4 34 25 PM REGOOOO00000023 On board Emplcyee Planning 4 3 2008 4 34 02 PM 4 13 2008 4 33 54 Quick Picks Fix printer Request Summary Request Coordinator RC Manager Activity Log Request Status Planning BR BB Request Description Enable and test network connections work order Service Categories User Preferences Answer Surveys Suggestion On Behalf Of Self Request Details
47. t Internet Explorer n2 8 x File Edit View Favorites Tools Help ae ites Our Oi A Os a ere O 0 75 A Address http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy com SRS 3AServiceRequestConsole enduser cacheid 99c3979 s Wel Mandy Manz Cart Refresh L t Hel gt gt BMC Service Request Management aa a Ca MOO Logout Hel BI Search an for I Q K View Broadcast Submitted Requests ae Needs Attention ZB Drafts i Since Last Visit _ Advanced IT Services Business Services Advanced user and IT internal requests including new project e Access services for specific business applications including al Open Requests requests application and server deployments and database or J customer management order processing payroll accounting network management requests and human resources systems Quick Picks Lst Related Services List Related Services Fix printer Employee Services Facilities Services Administrative services available to all employees including i Building security office equipment furniture office supplies hb training benefits payroll timekeeping travel reservations Bee cubicles and HVAC related services and expense reporting Lst Related Services List Related Services IT Services for Users Telecommunications Services Common user requests for IT services including hardware 2 Telephone cell phone pager
48. tall furniture work order Planning 4 2 2008 5 39 59 PM 4 3 2008 5 39 56 PM REGOO0000000004 Onboard Employee Planning 4 2 2008 5 17 43 PM 4 12 2008 5 17 45 Fix printer Request Summary Request Coordinator AC Manager Activity Log Request Status Request Description Service Categories User Preferences Answer Surveys Suggestion Request this service to install new or upgrade software on your desktop for example MS Word or Adobe Acrobat 4 mandy_manager srm22 vm 01 eng remedy com 2 Perform one of the following actions o Request details about the service request o Cancel the service o Add instructions in the activity log When the service request is approved by your manager the status in the Request Entry Console is updated 3 Refresh the console The service request is moved to Planning status lt wh Submitted Requests Submitted Re q uests Show All Open Requests Service Cart 6 entries returned 6 entries matched Raanoct IN Rannast Mama BAET Status Reason Submit Date Expected Date FETTTUUUUUVUTTT IR printer Planning 4 3 2008 3 55 43 PM 4 3 2008 4 58 48 PM REQOOO00000001 7 Purchase iPhone Draft Reopen By User 4 3 2008 2 34 47 PM 4 6 2008 2 34 18 PM REGO00000000016 Install software to desktop systems Planning 4 3 2008 1 38 38 PM 4 3 2008 2 38 12 PM REQOO000000001 3 Set up office and install furniture work order Planning 4 2 2008 5 39 59 PM
49. ter is fixed you receive another email notification alerting you that the printer is fixed and you can continue printing your presentation Later that day after a successful presentation on Service Desk Metrics to Acme upper management you fill out a survey indicating how pleased you are by the quick response to your request Request Entry Console Functions The following table shows functional areas of the Request Entry Console It also provides references to additional relevant information j rocan casts upper neht comer displays Jimportant public messages about work in progress system status planned work in your onganization and so on Submitted Requests left navigation pane i monitors your most important service requests by CECT the following categories B Odi ja Needs Anenton Displiys service requests that CAF Sa kaya requine your attention for example the request r PAN SE neods more information Drafe Displays service requests in Draft medie M TI le Heel a Since Li Visit Lots Vol View service req sts in different sana level fer example lasakl since the Last tine you logged in to the Request Entry Console je Open Requests Displays all open service requests Quick Picks deft navigation pane lets you open the top service requests defined by the SRM adminis trator Click the Quick Picks arrow tb view other services thai you hawe saved Fe bor A Pripad
50. that were saved in Draft mode Placing a service request in Draft mode might be useful if you are requesting a service but do not have all the necessary information to submit it For example a support person might create a request in Draft mode if they are unexpectedly cut off in the middle of a phone call with a customer You might also create a draft request if you must research a problem further for example you are not sure which printer needs gt To view service requests in Draft mode 1 Open the Request Entry Console 2 In the left navigation pane click the Drafts link the new toner The Request Entry Console shows all your current requests in Draft status 44 Request Entry New Microsoft Internet Explorer SS 12 x File Edit View Favorites Tools Help a Oa O l2 Ma Search sj Favorites 2 a wl Address htb srm22kd vm 01 eng remedy com arsys forms srm22 vm 01 eng remedy com SRS 3A ServiceRequestConsole enduser cacheid 99c3979c El Go Links Welcome Mandy Manager B gt BMC Service Request Management Refresh Logout Search ial for iPhone Q View Broadcast Submitted Requests d T gt Submitted Requests OF Since Last Vist 4 Seran ___ Bequest Name Status Status Reason Submit Date Expected Date 5 Open Reguests 7 Quick Picks Fix printer Request Summary Request Coordinator AC Manager Activity Log eq
51. turned 3 entries matched Summ Files Submil Date Submitter Needs Attention hu isn t this being expedited 117672007 11 17 23 mandy manager Please bump this request up to Fred 117672007 11 20 21 mandy manager Summary Stil waiting approval from my manager to Attachment File Name Size Attach Label replace my printer Attachment 1 Need this approved and installed ASAP Limit 1 Attachment per Activity Log Entry cmt a Submit Date 11 6 2007 10 57 05 4M 10 Add work information as needed for example summary notes or an attachment 11 Close the dialog box when you finish MTN Ghana SRM End User training Page 29 Quick Picks The Quick Picks window displays a list of favourites picked from the catalogue of all available services Zi Request Entry New Microsoft Internet Explorer DD Entry New Zi Request Entry New Microsoft Internet Explorer DD Explorer Tozi e Et vew Fames Toas Hep Gx O ix 2 E eh Q Favorites 62 R 3 wl 4 Address http srm22kd vm 0 1 eng remedy com arsys forms srm22 vm 0 1 eng remedy con SRS 3AServiceRequestConsole enduser cacheid 99c3979c gt BMC Service Request Management suran ee ees Refresh Logout Helo A Semen Quick Picks Gy for Q Mewro na Submitted Requests 6 E anD Services Matching Search a Needs Attention 0 Services T Fof lt Previous Nese a Drafts 0 Enable and test network connections w
52. uest Status ARRE Request Description Request this service to purchase an iPhone Requires your manager s approval Service Categories User Preferences Answer Surveys Suggestion Request Details Complete Request Cancel mandy_manager srm22 vm 01 eng remedy com TT TT g tent MTN Ghana SRM End User training Page 21 3 From the list of service requests you can perform the following actions o Click Request Details to view the details of the request Click Cancel to stop the request without completing it The system prompts you to make sure that you want to cancel the request o Click Add to include an entry in the Activity Log o Click Complete Request if a request is in the Draft status The service request then appears in the Provide Information stage Viewing Service Request Closed from the last time you visited SRM The Request Entry Console provides a quick view of service requests that were closed from the last time that you visited SRM You can set your own preferences in the Request Entry Console for example you can specify that you want to see requests that were closed during the last five days gt To view service requests from the last time that you visited SRM 1 Open the Request Entry Console 2 In the left navigation pane click the Since Last Visit link The Request Entry Console shows all your requests that were closed since the last time you logged in to t
53. ults table is populated with all the services related to that category You can then select a service or examine its details gt To list related services 1 Open the Request Entry Console 2 From the left navigation pane choose Action Menu gt Service Categories 3 Select a category for example IT Services for Users and then click List Related Services The list of services for the IT Services for Users category appears The number of services Is also displayed for example 1 of 6 You can scroll through the list by clicking previous or next Each service listed includes a brief description defined by the SRM Administrator 2 Request Entry New Microsalt Inbernet Explorer Z j j x File Edt View Favorites Toos Help te Ox O FAD O sera fyran 03 7 a 44 Address htlp fferm zikd mm 1 eng remedy com ersys forms amim 1 erg ramerdi y cum A SA Ser uk RequestConsolejenduser fcacheid sc 79 Pac Gu Links j Welcome Mandy M Cost iter ee gt gt BMC Service Request Management NAE EEEE Seanch lit emcees tor Usir ar Q cu Broadcast P Semice Matching Search Senices Toto eliman New a Dials E cy sinc Las Vist System Access Request r L TE Add to Fawontes Reguest nen access to a system i aoolicetion mj Add to Cart A Request Mow Ge a Quick Picks Achion Wenu ea E q a
54. voice mail and conference call software network and systems access related services Service Categories J User Preferences Lst Related Services Browse Sub Categories List Related Services Browse Sub Categories Answer Surveys Suggestion 4 La Rat TT intenet Use the Request Entry Console to request a service The console is the entry point where you can create view update or cancel your own service requests After you submit the service request information that information becomes populated in the Request Entry Console itself You can view the service request record and enter more details or modify entries directly from the Request Entry Console For example You must print a presentation for an important meeting in two hours The printer needs a new toner cartridge You open the Request Entry Console and search for a service In the service catalogue under the IT Services for Users category you find the service you need MTN Ghana SRM End User training Page 5 You select the service enter all the required information and submit the request Because your SRM Administrator has configured SRM so that you receive an email notification when the ticket is assigned you are alerted that a service desk technician is assigned to work on your request You open the Request Entry Console to view all your submitted requests Scrolling to your request you see that the status is In Progress When the prin
55. you want to request and you have entered all the information correctly click Submit o To review the details of the service you are requesting click Summary to view a read only description of the service o To add the service to the cart click Add to Cart o If you are not sure you have all the information you need click Save as Draft The request appears in the list of service requests in Draft mode o Click the Back icon to return to your search results MTN Ghana SRM End User training Page 14 Submit Stage Creating a service Request In the Submit stage you can review the complete details of the service and then create the request After you have submitted the service request you can open the Request Entry Console and view important information about the request for example what stage it is in who is working on it the date and time when you can expect it to be resolved and so on gt To submit a service request Optional After you enter all the request information click Summary File Edt View Favorites Tods Hep amp z i 4 r a e j a P a m r r e Qa O h 2 en san pprno E2 S2 azi gt i Address htp fam 2d wr 1l ang remedy ram jara ya forme fermi 2 wm eng remedy con A ORIA Service Regus orade enduser J xarherd O0 c20 Foc r Go inks sa wele dy Manag Cat BITN nT Help gt BMC Service Request Management EE pea cd aie sesh Logout Hele E Seach AI for pint q QE view Brcad

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