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1. Duration e Maximum Calls Engineer e Maximum Calls User e Re occurrence e Wrong classification e User e Time sheet e Call Summary e Call Priority Summary e Technician Pending calls e Technician call summary e Category based calls Copyright 2007 InsTIL All Rights Reserved Page 117 of 166 J InsTIL E WU Contidence in IT User Manual e SLA Report e Deviated Pending calls Engineer wise e Incident at a glance report e Summary reports e Location wise call report e Periodical call report SLA Analysis 1 SLA analysis IT Organization 1 Attendance report Alerts and Notification AMC Warranty and SLA reminders Task reminders Escalation Details SMS a oe a Monitoring Reports All Devices 11 Reports This section provide a graphical representation of a complete set of Availability Health status amp Interface Monitoring reports for all categories based on the CPU Utilization Memory Utilization Disk Utilization Incoming Traffic Outgoing Traffic Incoming Error Outgoing Error Traffic Utilization R incoming Traffic Utilization T outgoing Total Bandwidth amp Availability Report parameters 1 Desktop 11 Reports This section provide a graphical representation of complete set of Availability Health status amp Interface Monitoring reports for Desktop category based on the CPU Utilization Memory Utilization Disk Utilization Incoming Traffic Outgoing Traff
2. GE Acknowledge Service Desk Incident Call Logging The call logging tab is automatically updated if the user logs the call directly If SD logs the call on behalf of the user the following actions are performed Click New Select the user name from the dropdown list The initiator of the call Select the Template name based on which the call is to be logged Select Call Logging check box Select the priority of the call High Medium and Low Select the call origin If the user logs the call through the InsTIL application then the call Origin will be Web as default The call origin is selected as Phone or Email in other case Type the description of the call Click submit button to submit the call Copyright 2007 InsTIL All Rights Reserved Page 128 of 166 w INsTIL WD Contidence in IT User Manual Incident gt Call Update Call Update User Name Akthari Begum ka Po Initiated By Select ka Template Name Default ka Initiated Name Logging Classification Assign Update Visit Details SLA Call Logging Asset Description LJAKTHAIBEGUM techcone raf Send Receive error is outlook Kindly resolve ASAF Call Priority High ne Problem Description Call Origin Wak wf Call Lag Date Time Bei Remarks fowse Submit Cancel Call Classification After the call is logged the SD classifies the call based on the request issue raised The SD does some initial investigation of the call and g
3. User Manual To Add a Brand name for the Asset Admin gt Asset gt Brand 6 Brand Brand HP Save Reset Cancel Click New Mention the Brand name Click Save to save the record Click Reset button if you need to reset the field entries a A I Defining Asset Model The below fig represents the create option for Asset Model The Model name will be helpful at the time of Asset creation to classify the Assets Admin gt Asset gt Model Model i Model Mo Of Assets AMO Athlonttm 64 Processor 3500 AUG AWRDACPI Bluetooth LAN Access Server Driver Packet Sche Broadcom Netlink TM Gigabit Ethernet Packet Hitachi HTS541612795400 HL OT ST OVO ROM GORS163B HF Compag 6710b HP dx2255 MT RX332PT e w fo jo jo jo jo Jo Oo WVNNSNSNNNSNSSN HP d 2280 MTCKL231P 4 Page 1 of 4 Records 1 10 of 40 1 m Jia 4 gt HO Goto Operation Copyright 2007 InsTIL All Rights Reserved Page 31 of 166 a aN Ins HIL v i Confidence in IT User Manual To add a new Model name Admin gt Asset gt Model odel Model Mo OFf Assets HL DT ST CO ROM GCR 8526B HL OT 3T DYDRAM GS4 T20N HL DT ST RWYDVD GCC 4244h HP 520 Notebook PCCK DOTS 4474074 HP Compaq 67205 HF Compag dx2300 Microtower HF Compaq nx6110 RF639P4 40 HP Compaq nx6110 RF6441P4 40 t t t HF Compaq nx6120 PYS11P4 UUF IF IR ke k l e o o Io W Sk Ok Ok a R HF D290 MTCEMesrays
4. User is provided with the knowledge base option to search for Incidents and the resolution pertaining to the incident provided by the IT team The user has the permission only to view information updated in the knowledge base by providing a suitable keyword and the information w r t keyword is populated for the User Copyright 2007 InsTIL All Rights Reserved Page 123 of 166 InsTIL Confidence in IT User Manual Utilities gt Knowledge Base ih Knowledge Base monitor Search Search Result iMonitor Display Issue Z IMONITOR DISPLAY ISSUE FAQ FAQ is provided for the user to search for any documents or links which is added to the InsTIL FAQ by the administrator The user can search by providing a particular keyword in the FAQ Utilities gt FAQ E a Search Result SQL How to install SOL Express Change Password This screen is used to change the password which is used by the user to login to the application Only local user s password can be changed by the administrator Wtilitias gt Change Password sf Change Password Changing Password for userl Current Password TILLITI New Password TILLITI Confirm New Password PT TITititittt Change Reset Operation Copyright 2007 InsTIL All Rights Reserved Page 124 of 166 Se ari InsTIL Confidence in IT User Manual Select Change Password from the Utilities menu Type the current password Type the ne
5. q of 3 1 Goto Copyright 2007 InsTIL All Rights Reserved Page 29 of 166 om instil A J Confidence in IT User Manual The below fig represents the create option for Asset Component The administrator can create the component name as shown in the top panel of the screen Admin gt Asset gt Component Component Category Cameorders eee Component LSB Update Component Entered Component Component Type F amp use User Defined Save Reset Cancel 1 Click New rA Select the Category name from the drop down list 3 Enter the component name to be linked with the Category type and click Update component 4 Click Save to save the save the record 5 Click Reset button if you need to reset the field entries Defining Asset Brand The below fig represents the create option for Asset Brand The brand name provides you a picture of what all brands available at your organization Admin gt Asset gt Brand o Brand Brand Mo OF Assets IBM enhanced 101 of 102 key keyboard Subtype 0 Intel Intel Corporation INTELR Microsoft Microsoft Corporation Phoenix Technologies LTO Phoenix Technologies LTD Realtek bS kS Y AS bS a lo jo Jo jlo fo Jo J fo J lo J lo Realtek Semiconductor Corp Page 2 of 3 Records 11 20 of 23 l4 a I N luo rl Goto Operation Copyright 2007 InsTIL All Rights Reserved Page 30 of 166 oe Ins TIL W Confidence in IT
6. InsTIL application has the option to generate reports related to the Asset Call Details Escalation and Alerts and Notifications These reports can be customized and viewed in detail for various types of grouping which are provided in the application The available reports can be scheduled in Reoccurrence type of Daily Weekly and monthly and reports triggered to various roles in the application The reports related to Assets includes Asset 1 Asset detail e Asset linking e Asset group e Brand e Department e Category e Location e User classification e User linking e Vendor 2 AMC Reminder e Asset group e Category e Brand e Department e Location e Vendor 3 Warranty Expiry e Asset group e Category e Brand e Department Copyright 2007 InsTIL All Rights Reserved Page 157 of 166 lnsTIL V ene User Manual e Location e Vendor 4 Asset Transfer J Asset Physical verification report 6 Baseline report User User Detail The user details can be viewed using this group Call Analysis 1 Call Details The reports related to Call Analysis includes 1 Incident Time wise Based on priority call type and user 2 Incident Day wise Based on priority call type and user 3 Incident Monthly Based on priority call type and user 4 Call Detail e Asset e Call category e Call origin e Call status e Technician status e Call analysis e Technician performance e FLS report e Maximum Cal
7. Total Bandwidth amp Availability Report parameters 5 Switches 8 Reports This section provide a graphical representation of complete set of Availability Health status amp Interface Monitoring reports for Switches based on the Incoming Traffic Outgoing Traffic Incoming Error Outgoing Error Traffic Utilization R incoming Traffic Utilization T outgoing Total Bandwidth amp Availability Report parameters 5 0 Logging in as User Every user within or outside the organization is provided a user id and password by the administrator and can login the application as an ordinary user or domain user This helps the users to log in their complaints and the user is also given the permission to classify the call based on the complaints The calls are then automatically assigned to the technician on the basis of the rule created by the Administrator On each stages of the call Copyright 2007 InsTIL All Rights Reserved Page 119 of 166 Aa InsTIL J Contidence in IT User Manual the user is alerted with an e mail defining the status of the call The user can also log the call with the service desk and the service desk in turns assigns the call to the technician for response and resolution The user can also select template based on which the call has to be logged Tasks Subject Priority Type WO InsTIL Meeting High Daily YO HP Conference Meeting High Daily call log Template Medium Daily Incident Call Lo
8. All Rights Reserved Page 102 of 166 a InsTIL f t D Contidence in IT User Manual Incident Classification wW User Can Classify the Call W Technician Can Re Classify the Call Call Id From Call Sequence Mumber User Asset Linking Monsider user department F Department F i gt Country D City O Location Consider user location upto gt Floor Co Bay gt Mone Asset Serial Humber Priority 1 BIOS Serial Number CO mac Address CO system Name for IP Address Priority 2 O BIOS Serial Nurmber Co mac address System Name for IP Address Priority 3 O BIOS Serial Number mac Address gt system Name or IP Address Import amp Export Paths F Import File Path Export File Path Imported File Path Lag Path Submit Cancel Knowledge base and FAQ update permission 1 The permissions for updating the knowledge base and FAQ are set in this menu 2 Enable the check box for the roles for which the update permission is to be enabled Service desk and Technician permission 1 Options are provided to the technician for updating the call and for altering the date and time 2 Enable the check box for technician and service desk for various call update permissions Service Desk completion status 1 Enable the check box Show completed calls in service desk so that the calls with the status completed will be displayed in the Service desk grid Copyright 2007 InsTIL All Rights Reserved Page 103 of 166 a I
9. Category Device Type Part Description Asset Group Domain and Network o Select data from the dropdown list for filtering The searched and the filtered record are displayed in the grid Admin gt Agent gt Deployment Package we Deployment Package Deployment Package Fd E E Opera V10 63 4 Page 1 of 1 Records 1 1 of 1 Status NotStarted wT Z5 n 1 gt Sofie are Distritbbutiom Deploy Mode Schedule Date Time Immediate gt gt Goto l F Sener ated n Sree tS 1d So eee PA Opera v i 0 6 De phoywnobent Package Status Completed Opera Parameter Ss Ao Silent Status De pbhoywred Date Tinte 1 poa chn dt 09 1 precistion com po chn dt 0O99 1 precision socom 4 4 User User User classification Copyright 2007 InsTIL All Rights Reserved MotStarted InProgress InProgress Completed InProgress InProgress completed S7177 2012 11 58 38 AM 5 17 2012 11 59 58 AM S717202 12 02 22 PM S717202 12 02 57 PM S717202 12 02 57 PM 571772012 12 05 31 PM S717202 12 05 47 PM Searching and Filtering Deployed B Administratoi copying file s for Instal Install in progress Install Completed Copying filets for Install Install in progress Install Completed Page 77 of 166 j A InsTIL A D Confidence in IT User Manual The below fig represents the create option for User User Classification The administrator can create the Use
10. Copyright 2007 InsTIL All Rights Reserved Page 85 of 166 d InsTIL A Confidence in IT g Admin User gt Attendance Permission Attendance Permission Domain Department Country Zity Location Floor ortay Attendance Permission F User Name ll project Syed Mahesh GC ADhMIN skarthik subhu radius openminds fortigaurd infoquest mathew HR Ravindran Karthikeyan Balaji Smita Ajay venkat m a a eee a a a ea Mukund 4 4 Service Desk Admin gt User gt Attendance Permission Domain Techconet co in Techconet co in Techconet ca in Techconet co in Techconet co in Techconet co in Techconet co in Techconet co in Techconet co in Techconet ca in Techconet co in Techconet ca in Techconet co in Techconet ca in Techconet co in Techconet cao in Techconet co in Techconet ca in Service Desk Call Priority User Manual TECHCORMNET CO VIN Select Department India Chennai T MWagar 1st Floor Human Resources Filter Reset Department Country CORPORATE India CORPORATE India India India Directors India SOP India SDPL India Directors India SALES India ITIL India Enterprise Solutions India City Location Chennai Chennai Chennai Chennai Chennai Chennai Chennai Chennai Chennai Chennai Chennai Every call received at the service desk will come with a priority which describes on what priority the call has to be resolved By default the ca
11. Customize Customize Customize Customize Customize Customize ele A InsTIL WwW F Confidence in IT User Manual Alert user by email when a call is logged Subject Mew Call Recorded allldt ClallbateTimetf Subject Variables Call Id _ User Id Message Yariables Message Call Id Ae a Cu xi beT Ta T Er mA aw ce ail Wiser Id E rom Lasem Size dotan E rele FE User Name User Classification Id a 54 User Classification User Emailid Hi Userhlames User Designation User Mobile Number A Call has been raised in your name The details are as follows m User Phone oe User Fax Number are User Address P CallbateTimes melas e User Department Id ASSEt AassetorProducthescriptions Llser Department Problem Description ProblembDescription E User Location pp 4assetlorjPraduct Id T z a 4ssettoriPraduct Description wit SH SL Asset Category Id Save Cancel 1 Select the fields one by one from the subject variable list that you want to be displayed and click Es button the fields selected are automatically transferred to the subject line 2 Make the required modifications and type any text information if required Select the fields one by one from the message variable list and when ES button is clicked the selected field are transferred to the message line and make any modifications where the variable has to be displayed based on the p
12. Ins TIL Confidence in IT User Manual T is nN S J Confidence in IT nd Table of Contents 1 0 General Information 0 ccc ccccececceeeesneeeeeseseeeeesenteeeeeenennaees 1 0 1 System OVErVIEW cc ccccccccccccccceeessssssessssssnnnnaeeeeeeeeseseeeeeseeesseseeens 1 0 2 Authorized User Permission cccceesssssssececceeeeeeeeeecceeeeeeeeeens 2 0 System Summary 200 cccccereeeeeeeeeeeseeeeeeeeeeeeeeeeeeeeaaeeaeaeeeeeeees 20 A Dy Stet CONT OA OU sssrin e a A n T 2 0 2 SEY ACCESS POV Cl S oinin eE EEE ES 3 0 Getting Started net et en eo a eee eee ee eee eee ee Be IL IVIAIVAG eE EEEE EUNE E E AT COMMIT CICA O E E E Managing Administrator ccccccccccccessssseeeeeeeeeeeseessseeeeeeeeeeseeesaaes EREN ZA oane E E EE E OUK UNK ere O NT AEO 6 2 9 742 p A ee A E E eee ee ee Defining Organization COMPANY cccceceesssceeesessesseeeeeeeeesaes Defining Organization Mail Server Setting cccceeeeeseeeees Defining Organization Mobile Phone SettingS ccceeeeeee Defining Organization DOMAIN ccccccccceseessseceeceesessteeeseeeeeaes Defining Organization Calendar ccccccccccssscceeeeeeesseeeeeeeeesaes Defining Organization Working HOUMS ccccecccceeeeesseeeeeeeenees Defining Organization Department ccccccccccceessssseeeeeeeeeees Defining Organization COUNTY ccecccccccee
13. LAINSTILOOS techconet co infINSTILOOS techconet LISIGANESH techconet co Ini JAIGAMESH J techce L SATHESH techconet co infLar2801547T2512 1 WEN KAT techconet co in VENKaT techconet co in 10 S47HESH techconet co infS47THESH techconet c 10 SENAInstil com sINa se2091F Save Reset Cancel Operation Click New Select the user name from the dropdown list for which the asset is to be linked The list of assets will be shown Select the assets that are to be linked and click gt gt button Click save button to save the entry created To delink an asset select the user name from the list and click _ lt lt button Click update button to update the modifications made oe oe ee E a User Attendance Permission This feature enables the administrator to give attendance access rights to all users in a bulk fashion The attendance permission can be enabled for all users by the administrator using selection criteria like Domain Department Country City Location Floor and Bay Operation 1 The users can be filtered based on domain department country city location floor and bay Select the above said parameters from the dropdown list Click Filter The list of users will be shown based on the parameters selected Select the user for which the attendance permission is to be enabled or to provide permission for the entire user in the domain select the User name check box 6 Click Update attendance A aE
14. Page 5 of 13 Records 41 50 of 123 l 4 Ir Ir a t S a j n Ho in lt i F FI Goto Click New Enter the model name of the Asset For Example Compaq 6510b Click Save to save the entry created Click Reset button if you need to reset the field entries Click Delete button to delete that particular record a i a Defining Asset Part Description The below fig represents the create option for Asset Part Description The administrator can create the Part Description for the Family Brand and the Model of the Asset created The Part Description will be helpful at the time of Asset creation When the network scan is performed and assets are discovered the part description master data are automatically captured and added to the master information Copyright 2007 InsTIL All Rights Reserved Page 32 of 166 f t z InsTIL x J Contidence in IT Admin gt Asset gt Part Description Part Description Part Description Category J AWRDACPI Server f Desktop HP Compag 6710b Desktop Fd Desktop HP dx2255 MT RMS32PT Desktop Fd DesktopMicrosof Corporation Windows 2000 Desktop f Domain Controller HP dx2280 MT KLZ31FA Domain Controller Fd Domain Controller VMware Virtual Platform Domain Controller HP dx2255 MT R amp S32PTy Desktop g HP de2280 MT KL231P 4 Domain Controller f Server Server Fd Server AWRDACPI Server Pageiof2 Records 1 10ofi3 4 2 gt daas Operation To add a new p
15. cianga Pa WO pleated EE 153 Preto SNC e e A E E E E 154 Copyright 2007 InsTIL All Rights Reserved Page 4 of 166 Ins TIL Confidence in IT User Manual EE EEA O O E A O E A A A 155 PODO a E E E 157 TS CONT FRCP IS einai i ar niae EEr aE E E a ee 159 Copyright 2007 InsTIL All Rights Reserved Page 5 of 166 T TM a is nN S p WU Contidence in IT User Manual 1 0 General Information 1 0 1 System Overview InsTIL is developed using Microsoft Net InsTIL runs on Microsoft Desktop Engine Database or Microsoft SQL Server Since the front end is browser based this provides the user flexibility to access the application from multiple locations 1 0 2 Authorized User permission This is a trademarked product from Precision Group InsTIL a licensed product comes to the user with remote support with the flexibility of scaling up based on the complexity and the requirements of the organization InsTIL comes with an option of Annual Support Contract ASC after the first year of usage The ASC helps the organization to get continuous support special pricing on upgrades and much more even after a year s usage Being a licensed product InsTIL warns against unauthorized usage of the system and making unauthorized copies of data software reports and documents Unauthorized tampering would affect the performance and the stability of the application and the user is warned that a fresh license is required to be procured
16. related to the assets Similarly master records related to user service desk organization are created by the administrator InsTIL Wizard InsTIL wizard is the new feature enabled with the latest version of InsTILXpress This wizard helps the administrator to ease the process of configuring the major functionalities covered in InsTIL like Discovery of assets on the network Discovery of users from Active Directory and Configuration of Service Desk etc each from a separate wizard For example discovering the assets on the network the administrator has to create the Copyright 2007 InsTIL All Rights Reserved Page 10 of 166 InsTIL Confidence in IT User Manual domain information credentials for authenticating and create network name with IP ranges all in separate windows This wizard helps the administrator to create all the above said master data information in a single process based configuration wizard The various wizards currently available in InsTIL are 1 Discover assets on network 7A Discover user from Active Directory 3 Configure Service desk Discover Assets from network By discovery we mean remotely capturing asset information for IP enabled devices such as Desktop Laptop Server Router Switch Printer and getting vital information on their hardware and software configurations The steps for using the wizard is given below 1 Click Wizard link from the Home Page 2 Select Discover assets on network 3 The
17. 66 Aruna User Techconet ca i 121 4thisekaran Thirunavukkarasu User Techconet ca i Lo Balachander User Techconet ca i Fai Fa Fai Fa Fai Fa Fai Fa Fai Fa 135 Balachander User Techconet ca i Page 1 of 193 Records 1 10 of 182 Operation To add a new user perform the following tasks Copyright 2007 InsTIL All Rights Reserved Page 82 of 166 InsTIL J Contidence in IT MN Faa Admin gt User gt User User Location Detail First Name Last Mame Domain Name Organizational Unit Login Name Password Confirm Password Category Classification P Admin gt User gt User User General Country city Location Click New Peter Roddick iLocal Select peter LEELEE Administrator IT Manager Service Desk Technician Gold USA New York WTC lt Save Mobile Mo Phone Mo Fax Wo Sddress zip Code Mail Id Designation Attendance Required Status Manager Reset Cancel Floor Bay Department Enter the User name and other credentials of the user a user A oe Single user import from Active Directory Operation Click save button to save the record created Click Reset the clear the entries created Select the category for the user Note Multiple categories can be Enter the mail Id and the user classification type Select the location tab and enter the location detail of the User User Manual 3809582
18. Admin Request Booking Board Room Booking 5 Admin Request A c issues Afc Problem Call Category Details Open Calls Admin Request A c issues A c Problem Oo Admin Request Booking Board Room Booking oO Incident Anti virus Antivirus Update Problem oa 1 Incident Application Browser Related Issues Incident Network WOIP Issues 1 Call 1d Call Category Details Problem Description User Name Call Status Call Log DateTime Organizational Unit 5 Incident fApplication Browser Related Issues browser related isssue u2 Classified 5 16 2012 2 37 01 PM 2 Incident NMetwork sWOIP Issues WOIP issue w2 Re Assigned S 16 2012 1 02 17 PM we ee ee a ee a a lX ii M Report Type Matrix On selecting the report type as Matrix drag and drop the required fields from the available column to row column and count Copyright 2007 InsTIL All Rights Reserved Page 165 of 166 InsTIL Confidence in IT User Manual Report Designer Report Asset Detail To view Category Brand wise Report Name Cate Brand Matrix po egory Asset Count Description Report Type Matrix Available Columns Columns Asset Count Brand Asset Description Asset Group Asset Group Count Asset Id Rows Count Asset Serial Number aA x Category F Asset Count Audit Serial Number Bay Brand Brand Count Selectio Category iyen Category Count Show Selection Criteria Update Reset Cancel m m The results are displayed as per th
19. Alert user by SMS when the call is updated Alert technician by SMS when the call is updated Alert service desk by SMS when the call is updated Alert user by SMS when the call is updated as pending Alert technician by SMS when the call is updated as pending Alert service desk by SMS when the call is updated as pending Alert user by SMS when the call is updated as completed Alert technician by SMS when the call is updated as completed Alert service desk by SMS when the call is updated as completed Alert user by SMS when the call is closed Alert service desk by SMS when the call is closed Operation Email Alert User Manual Incident Template Default Default Default Default Default Default Default Default Default Default Default Default Default Default Default Default Default Default CORIO ACME CODEC RECOM CH N N CC COC The default fields that can be added in the subject line are listed in the subject variables The content in the subject line and also the message to be triggered can be modified in the following steps Similarly the customizations can be done for all call status available in the application and also based on roles like Service Desk Technician and User depending on the workflow defined Copyright 2007 InsTIL All Rights Reserved Page 106 of 166 Alert Template Customize Customize Customize Customize Customize Customize Customize Customize Customize Customize Customize Customize
20. Brand Category City Contract Date Country Department E Show Selection Criteria Reports gt Asset Asset Detail Report Asset Detail Asset Group mM User Manual To view Assets by Asset Group Description Columns Category ii Part Description ii Dewice Type Pe Metvwrork ii Department i Location re H H Vendor Purchase Date Groups Asset Group af Asset Description Pa Asset Id Selection Save Reset Cancel Asset Group Asset Group Summary Brand Brand Summary Category To view assets by Asset Group Edit X Delete Schedule Edt X Delete JP edit X Delete SP edit X Delete J edit X Delete JP edit X Delete To view the Asset Group Summary Delete Lc Schedule To view assets by Brand Delete G Schedule To view the Brand Summary Delete c Schedule To view assets by Category Delete Ke Schedule To view Category Brand wise Asset Count Delete G Schedule After saving the report it enables to Edit Delete Schedule Click the saved report to view the detail report Output It displays the fields of Column Group and Selection which is dragged and dropped from the available columns Copyright 2007 InsTIL All Rights Reserved Page 161 of 166 InsTIL Confidence in IT User Manual ans teo Asset Group _ Confidence in IT Generated on H23 2012 11 33 37 AM Category Pa
21. Classified etc Can choose either one or all The user s dashboard will have the call status displayed based on the preferences set Date Filter This feature enables the user to set preference for the calls logged by user on yearly monthly or weekly basis Task Task can be created and assigned to self and groups Some of them include i Backup Tasks 2 Preventive maintenance task 3 Information on meeting Etc 4 Re occurrence is set for Daily Weekly and Monthly frequencies Utilities gt Task MA Task Subject Backup InsTIL Database Department Select Start Date 10 22 2011 Hal Country Select A Due Date 12 22 2011 E3 City Select A Priority Level High A Location Select A InsTIL database full backup User Name seem A Content AGASARAVANAN Enterprise Akthari Begum SDP Alert By E E mail F Dashboard Fl sms os Re Occurrence Daily Weekly Monthly Balachander Balachander ERP 5 Day Monday l Time 08 30 HH MM Save Reset Cancel Operation l Click New 2 Enter the Subject Brief outline of the task to be set 3 Enter the From Date The task will be triggered starting from this date 4 Enter the Due Date of the task 5 Set the Priority level High Medium and Low 6 Enter the Content of the Task 7 Select Alert By either through his dashboard or E mail 8 Select the frequency of occurrence of the task daily weekly or monthly Copyright 2007 InsTIL All Rights Re
22. Insurance policy master Copyright 2007 InsTIL All Rights Reserved Page 65 of 166 a Ins TIL W Confidence in IT Admin gt Asset gt Insurance Policy J Insurance Policy User Manual Insurer Birla Sun Life Insurance B Policy Name Asset Control Policy Number DFGY 654 Duration In Months 36 Start Date 07 26 2012 al End Date 07 26 2015 Total Premium Save Reset Cancel Operation Click New Select the Insurer name from the dropdown list for whom the policies are to be created Enter the policy name and policy number Enter the policy duration in months Select the policy Start date and End date from the date time picker Enter the total premium amount for the policy undertaken ca a e Click Save to save the entry created 4 3 Software Distribution The software distribution feature automates the distribution of programs to client Pc s These programs run on the client computers to perform tasks such as installing uninstalling and repair the software Software Distribution eliminates the inefficient process of providing thousands of software CDs to users along with programs and instructions The automated process of program distribution eliminates user errors such as entering incorrect values in prompts running incorrect programs or entering incorrect arguments By using Software Distribution clients can successfully run programs and install software without needing to know how Copyrigh
23. MHo OF License ii Product Key MITMS9O000KHYLULI Purchase Date 0571172011 Expiry Date OS 07 2015 Update Reset Cancel Save Reset Cancel Click New In the General tab enter the name of the software publisher name and the software version Click Procurement Details tab and enter the following information No of License Product Key Purchase Date Expiry Date Click Save to Save the entry created Click Reset to clear the entries created Defining Asset Asset Group The below fig represents the create option for Asset Asset Group The administrator can create the Asset Group for which the service level agreement SLA applies Asset group can be a division or a department or a cost center of an organization for which the service level expectation can be defined Service level is divided into response and resolution Response is the time frame within which the service has to be attended and Resolution is the time frame within which the problem needs to be solved Up time is percentage of time that system has to be active Operation To add a new Asset Group perform the following Tasks Copyright 2007 InsTIL All Rights Reserved Page 35 of 166 H eens lit Confidence in IT User Manual gt Admin gt Asset gt Asset Group PN CR Asset Group oe Asset Group Desktop SLA Details Add SLA Response Time 00 30 HH MM Resolution Time 01 00 HH MM Up Time 39 gt From Date 04 1
24. Operating System Output Columns KeyBoard Brand Model E E Mouse L Brand D Modei E Standard system devices E microsoft r re Synaptics Mlavemware toe Harddisk Brand Model rm Standard disk drives L FUJITSU MHV2060AH PL SAMSUNG HD161HI L Hitachi HTS543232A7A384 aTRIBNPISA ATA Nevina Action gt Import from CSV User Manual E UnKnown Brand V Hewlett Packard L INTELR _ NETGEAR C Unknown ViwMuware Tne E Domain E techconet co in l Type O mIo Keyboard Device b mM 4 Standard 101 102 Key or Microsoft Natural PS 2 Keyboard Standard PS 2 Keyboard USB Human Interface Device E Type HID compliant mouse Microsoft PS 2 Mouse ps 2 Compatible Mouse m Synaptics PS 2 Port TouchPad IISA Hiiman Interface Mew Capacity m E o IC 160 GBs IL 200 GB let er irm The asset information can be keyed in a excel sheet and the file can be imported to the database so that using a single step assets can be imported in a bulk manner The structure can be obtained by clicking the structure link which is available in the Import from CSV link During the process of import if there is an incorrect entry in one particular field the field is highlighted and provision is provided to correct the entry i Admin gt Asset gt Asset Import From C5Y Submit Cancel Copyright 2007 InsTIL All Rights
25. RX332PT Digital Product Id HR328 JYCKT 86HPM F23VV XQ8HD Domain precision com Product Id 55274 640 0816616 23679 BIOS Edit Installed Date 09 15 2009 Installed Location C WINDOWS Brand Award Software International Inc Model Last Logged User Serial Number INI7090ZZ3 Last Logged User 1956 Version HPQOEM 42302e31 Last Logged Domain PRECISION Manufacturer Date 02 14 2007 Processo cessor Add Brand Model Clock Speed Serial Number Device Description Family Type oe X AMD Athlon tm 64 l 9 x AuthenticAMD Pro r 3500 2 21GHz Processor x86 Family 15 Model 79 Stepping 2 Memory Add Brand Model Slot Capacity Serial Number S X Slot1 1 GB S X Slot2 1 GB Ethernet Add Address Default Primary Secondary Subnet DHCP Brand Model Tenn IP Address Gateway DNS DNS ak mapi MAC Address Realtek P x RTL8139 P x Realtek Family PCI StaticIP 172 16 1 66 172 16 1 1 172 16 2 101 202 54 6 60 255 255 255 0 00 16 E6 99 F3 CB Fast Ethernet Copyright 2007 InsTIL All Rights Reserved Page 47 of 166 InsTIL Confidence in IT User Manual The administrator is given the provision to add component information of the assets like Processor Memory Ethernet Logical drives and Hard disk etc Software General Purchase amp Support Depreciation Insurance Hardware Software Baseline Software New Software Name Version Publisher installed Installed Location Adobe Flash Player 11 Activex 11 2 202 235 Adobe Systems Incorporated Adobe Flash Player 11 Plu
26. TIL Confidence in IT User Manual No records found iii Calls Priority Wise MOS Admin Request BE Service Request MS Incident Calls User Classification Wise MS hich MO Medium Calls Call Status Wise MS CEO MS Acknowledge MSS Classified Incident Call Update Once the technician receives the call on his her home page technician can update the status for the call by finding the problem and providing a solution The various call status provided for the technician while updating a call is as follows a Pending This status tells about the call pending where the same technician has to close and if it exceeds the SLA it will be in the deviation b Completed This status tells about the completed call by Technician and the call will be in the customer s basket for his feedback c Response This status will provide an advantage to technician to give his responsiveness towards the call meanwhile he shall attend the call as per the priority d Re assigned This status tells about the engineer is unable to complete the call and needs to reassign to the Service Desk the SD the assigns call to another technician or a Vendor e Standby There may be calls which cannot be closed by giving the resolution on the Same machine hence engineer has provided the standby in order maintain the SLA Copyright 2007 InsTIL All Rights Reserved Page 149 of 166 iw a InsTIL Tv Confidence in IT User
27. Tea Save Reset Cancel Click New Enter the Severity type Enable Add SLA Enter the Response Time for SLA Enter the Resolution Time for SLA Cee tS Copyright 2007 InsTIL All Rights Reserved Page 89 of 166 TM J Ins m B Contidence in IT User Manual 6 Enter the Up Time for the Severity call 7 Enter From Date 8 Select the status from the dropdown list 9 Use Remarks field for any additional description 10 Click Save button to save the record created 11 Click Reset button to reset the entries 12 Click Cancel button to cancel the process Service Desk Call Category The support calls received from the users need to be categorized initially so that the issues can be tracked properly and the support provided successfully and problem solved can be updated logically in the knowledge base of InsTIL Therefore prior to defining the actual complaint it would be better to categorize all such categories InsTIL also provides option for importing the service desk masters like Call Category Complaint and Complaint Detail from excel sheet This helps the service desk and the technician refer the knowledge base and provide first line support for the common issues faced gt Admin gt Service Desk gt Call Category Call Category Import Fram Cs i Call Category Admin Request Incident SNS Service Request Page 1 of 1 Records 1 3of3 1 Goto Operation To add a new call category perfo
28. The administrator can also edit the values manually in the interface description Out Speed This parameter specifies the maximum outbound transfer speed of the interface If the value specified in the interface setting of the device is changed the value gets updated in the application when the device is re discovered through a manual or a scheduled auto discovery feature The administrator can also edit the values manually in the interface description Defining Threshold for Interface parameter l Select any one interface parameter for the device 2 Click on the Threshold tab and select rd Icon Copyright 2007 InsTIL All Rights Reserved Page 58 of 166 a Ins TIL Confidence in IT User Manual InsTIL Confidence in IT Type Severity Operator Threshold Value Re arm Value Consecutive Value No records found Threshold Type Traffic A Monitoring Interval 20 min Severity Attention A Operator gt A Threshold Value 80 Vo Rearm Value 75 Yo E Consecutive Value 4 The Monitor value is Message Monitor_Value the 23 Threshold Value for this f Raise an Incident Automatic Incident Raising if Threshold Condition has Met Raise an Incident amp Un Manage the Device O None Save Delete Reset Cancel 3 Threshold Type The threshold type can be defined for the following actions like Traffic Error and Discard 4 Monitoring interval The monitor interval is defined in mi
29. are provided in the application The available reports can be scheduled in Reoccurrence type of Daily Weekly and Monthly and reports triggered to various roles in the application The reports related to Assets includes Copyright 2007 InsTIL All Rights Reserved Page 115 of 166 E a InsTIL A D Confidence in IT User Manual Asset 1 Asset detail e Asset linking e Asset group e Brand e Department e Category e Location e User classification e User linking e Vendor 2 AMC Reminder e Asset group e Category e Brand e Department e Location e Vendor 3 Warranty Expiry e Asset group e Category e Brand e Department e Location e Vendor 4 Asset Transfer 5 Asset Physical verification report 6 Baseline report Copyright 2007 InsTIL All Rights Reserved Page 116 of 166 aN Ins TIL v i Confidence in IT User Manual User User Detail The user details can be viewed using this group Call Analysis 1 Call Details The reports related to Call Analysis includes 1 Incident Time wise Based on priority call type and user 2 Incident Day wise Based on priority call type and user 3 Incident Monthly Based on priority call type and user 4 Call Detail e Asset e Call category e Call origin e Call status e Technician status e Call analysis e Technician performance e FLS report e Maximum Calls Asset e Maximum Calls Call category e Maximum Calls
30. i User created Password reset Page 1lof2 Records 1 10 of 14 1 2 n 7 E Operation To add a new Action Taken perform the following task Admin Service Desk gt Action Taken Action Taken Action Taken RAM Refized Save Reset Cancel Click New Enter the description of the Action taken Click Save button to save the record created Click Reset button to reset the entries ot Copyright 2007 InsTIL All Rights Reserved Page 94 of 166 3 j i Aa InsTIL A D Confidence in IT User Manual 5 Click Cancel button to cancel the process Service Desk Auto Service desk The service desk rules are defined to make the incident flow process automated The rules are created for various call categories The reminders to various technicians and other team members are created in these master settings This feature is enabled based on license purchased Admin gt Service Desk gt Auto Service Desk Auto Service Desk Rule Name Software installation request Reminder to technician Call Category Service Request Ses tae 00 10 HH MM Complaint Software Installation Resolution Time 00 10 HH MM Complaint Detail Install Adobe Reader pee 5 Alert Response Time HH MM Primary Contacts oo Alert Resolution Time HH MM Alert By W E mail W sms Activity Type Execution Approval Activity Assign Type Technician Action Optional Required Assign To Select Execution Type Parallel Ser
31. pa chn dt 027 precision og chn It 048 precision c pg chn dt 026 precision po chn dt 027 precision ram precision com 172 16 1 48 172 15 1 47 172 16 1 49 172 16 1 35 172 156 1 1 Page 43 of 166 A InsTIL t A Confidence in IT User Manual Admin gt Asset gt Asset Asset Purchase amp Support Depreciation Insurance Hardware Software Baseline Configuration Details Location Details Asset Serial Number milkyway techconet co in Department STORES Audit Serial Number 2 milkyway techconet co in Country India Category Domain Controller City Delhi Device Type Microsoft R Windows R Ser Old Airport Road Part Description Domain Controller VMware BAA ee Asset Group Domain controller A Bay Status Active A Remarks Network Name Laksh Techconet System Name milkyway techconet co in a E Agent Deployed Tracking Date system Date User Specified 07 26 2012 EB Update Delete Reset Cancel Operation Click New Enter the Asset Serial Number Asset serial number is the inbuilt serial number of the assets Enter Audit Serial Number Select the Category name from the dropdown list Enter the Device type which the Asset belongs to Select the Part description from the dropdown list Select the Asset Group from the dropdown list Select the status from the dropdown list Enter the System name To auto discover the hardware and software components 10 Enter the N
32. to the queries posted The FAQ can be updated by the Service desk Administrator Technician and IT Manager if permissions are given by the Administrator in the settings menu Utilities gt FAQ P FAQ How to configure Outlook Questions How To Check Configure Outlook 2007F Answer External URL seperated by 3 wow we tech co in www example com Call Category Select Call Category wt Complaint Select Camplaint wt Complaint Detail Select Complaint Detail ka Publish To User Document File Click Here Save Reset Cancel Operation 1 Type the question for the FAQ Search keyword 2 Type the answer 3 Type the Url s for providing the information 4 Upload a document file 5 Select the Call Category Complaint and Complaint detail if needed to group the FAQ Copyright 2007 InsTIL All Rights Reserved Page 144 of 166 InsTIL Confidence in IT User Manual 6 Enable Publish to user knowledge base to be viewed by the end user Click Submit to save the FAQ created 8 To view a FAQ select search FAQ and type the keyword to be searched and click search Change Password This screen is used to change the password Only local user can change their password Operation 1 Enter your current password Enter your new password and confirm password 3 Click change to change the password r lt Change Password Preferences Preferences feature helps you to set mail alerts for particular status calls and dashb
33. 07 InsTIL All Rights Reserved Page 101 of 166 w linsTIL ww Confidence in IT User Manual 3 Enter the Time Interval For Tasks Timer Application 4 To save a Setting Click Set Preferences Button to save the settings Settings The various settings required for performing certain functionality in the application are listed below Knowledge base updates permission FAQ update permission Service desk and Technician permission Call Id Sequence number User Asset linking settings Import Export path Time intervals for Importing and Exporting a a a E see Utilities gt Settings eye Settings Knowledge Base Update Permission W Administrator M Technician W Service Desk iT Manager FAQ Update Permission W Administrator W Technician W Service Desk it Manager Service Desk Technician and User Permission W Technician can Update the call I Technician can alter the Date Time Service Desk can alter the Date Time User can prioritize the call Technician can Update the call for other technician in same W Technician can Log the call on behalf of user ute d Manager can update the call for other manager in same rule Tag incident ta location in asset O user Service Desk Call Completed Status Cl Show Completed Calls In Service Desk C Send Mails To Service Desk Incident Classification W User Can Classify the Call Technician Can Re Classify the Call Copyright 2007 InsTIL
34. 07 InsTIL All Rights Reserved Page 50 of 166 a InsTIL p Confidence in IT User Manual to view a list of available interfaces status condition and access additional information about an interface such as configuration and performance data Parameter s for Interface Monitoring The parameters specified for monitoring an interface is same across all the device types They are 1 Interface Description 2 Traffic Utilization Graph 3 Error Graph 4 Discard Graph Alarms This feature enables the administrator to view and manage the alarms raised by the application for the device selected The alarms are generated by default if the device is down invalid parameters defined and also based on the thresholds defined Asset Dashboard Defining Availing parameters for an asset Device Status The status is shown automatically by the application based on the reachability of the device A green V up diamond button indicates the status UP and a red button indicates a down status Monitoring interval This option can be set in minutes to enable the application to monitor the device Based on the value set the application would ping the device to check the availability No of Times to Ping This option can be set to enable the application to ping the device for its availability By default the value is set to 1 Time to Live The TTL field is set by the sender of the packet and reduced by every host on the route to its
35. 1 2011 g Save Reset Cancel l Click New 2 Enter the Asset group name for defining the SLA Example Server Assets 3 Enable Add SLA 4 Enter the Response Time for SLA The time frame within which the service has to be attended gt Enter the Resolution Time for SLA The time frame within which the problem needs to be solved 6 Enter the Up Time for the Asset Group 7 Enter From Date 8 Click Save Button to save the Asset group created 9 Click Reset button if you need to reset the field entries Asset SLA Bulk Update This option is helpful when an SLA is to be applied to a particular group of assets All those assets can be selected and applied with a specific SLA Asset Group SLA Bulk Update Asset Group Name HH MM Operation Copyright 2007 InsTIL All Rights Reserved Page 36 of 166 Ins TIL Confidence in IT User Manual 1 Click on Action and select Asset SLA Bulk update 2 Select the Asset Group name for which the SLA is to be updated 3 Enter the Response Time for SLA The time frame within which the service has to be attended 4 Enter the Resolution Time for SLA The time frame within which the problem needs to be solved 5 Enter the Up Time for the Asset Group 6 Select the Date of Expiry i Select the assets for which the SLA applies 8 Click Save Button to save the SLA updates 9 Click Reset button if you need to reset the field entries Defining Asset Credentials This form is used
36. 1 245 VENKAT TECHCONET CO IN 02 17 2012 00 00 00 to 02 17 2012 11 59 59 Time Vs Percentage 100 Gv nan t g 50 Up o E Down oa Not Monitored 0 _ a A 3 7 11 1 5 3 Time Data 00 00 to 00 59 0 00 0 00 100 00 01 00 to 01 59 0 00 0 00 100 00 02 00 to 02 59 0 00 0 00 100 00 Performance Parameters The performance parameter manages and monitors the performance attribute of a Device The administrator can set the various parameters available in the application to monitor the performance of a device This parameter varies from device to device The various master parameters available in the application are CPU Utilization Memory Utilization Processor Utilization Process count Logical Drives Pang For illustration let us consider the CPU Utilization parameter for a desktop device Copyright 2007 InsTIL All Rights Reserved Page 54 of 166 Ins TIL a CPU Utilization User Manual Whenever a device is performing an operation over an interface to the rest of the device it uses some of the system s resources One of the more critical of these resources is how much CPU time is required for the operation This is called the CPU utilization CPU utilization is important because the higher the percentage of the CPU used by the operation the less power the CPU can devote to other tasks When multitasking a high CPU utilization can cause slowdowns in other tasks when doing large data transfers By defaul
37. 8509 fO 7 452 LA aruga peter roddick ihg com Active w im 20 RAD Select selected for particular To import a single user from the active directory perform the following task Copyright 2007 InsTIL All Rights Reserved Page 83 of 166 InsTIL Confidence in IT User Manual InsTIL Confidence in IT w sibi s details are gathered from Techconet ca in domain ok Click New Select the domain name from the dropdown list Enter the login name of the user to be discovered and select the icon a Le The information of the users is captured from the AD and the select the role that has to be assigned to the user Click Save to save the entry created nin To update the user details select the user from the list and perform the required changes User User asset linking The user created is linked with the asset so as to complete the process of user asset linking A single asset can be linked to many users or the vice versa The user and the asset can be linked only when the location detail of the asset and user are the same For example if a user holds a desktop and laptop then these two assets are linked with that particular user Copyright 2007 InsTIL All Rights Reserved Page 84 of 166 w Ins TIL MN A D Confidence in IT User Manual Admin gt User gt User Asset Linking F 6 User Asset Linking User Mame Ramkumar w Asset Description Selected Asset
38. Admin gt Agent gt Template E Template Template Software Category Type _ Met Framework 2 0 Main Product i 2 exe D MSI Publisher Microsoft wers hom 2 0 Parameters Add Parameter Name silent Install Parameter Repair Parameter Uninstall Parameter Jaa fo install q dd Reset Cancel Save Reset Cancel To modify an existing record Select the existing record to be modified from the list Perform the required changes Click modify button to modify the record Copyright 2007 InsTIL All Rights Reserved Page 70 of 166 InsTIL Confidence in IT Admin gt Agent gt Template 4 Template User Manual Searching and Filtering Template Category Type Publisher Wersi Fa E MET Framework 2 0 Main Product EXE Microsoft 2 0 7 DEJ NET framework 3 Main Product EXE Microsoft a DEI MET framework 3 5 Main Product EE Microsoft 3 5 Ea T 7zip 9 2 Main Product MSI Unkmown Da T 7Zip 9 20 x64 Main Product MSI Unkmrown o gt a T Adobe Flash Player 10 Activwe gt t Main Product EWE Adobe 10 i DE Adobe Flash Player 10 Plugin Main Product EXE Adobe 10 F T Adobe Flash Player 10 Activex Main Product EXE Adobe Systems Incorpor 10 1 8 a Adobe Reader 10 0 0 Main Product EWE Adobe 10 0 0 F gf Adobe Reader 8 0 Main Product EXE Adobe s 0 a nor F Page i of amp Records i 10 of Bi a 3 4 s5 S gt gt Soto tw To reset an existing record Click rese
39. Asset Description 3 MILKYWAY TECHCONET CO IN VMware 56 4d 78 33 80 6d 6d 9f 66 13 78 33 c1 71 ed d8 IP Address 172 16 1 21 System Name MILKYWAY TECHCONET CO IN Duration 02 16 2012 07 00 00 to 02 16 2012 18 59 59 Graph Time Vs Percentage Up ME Down Not Monitored Percentage wn Oo L 0 4 10 14 18 8 12 16 Time Data 07 00 to 07 59 0 00 0 00 100 00 08 00 to 08 59 0 00 0 00 100 00 09 00 to 09 59 100 00 0 00 0 00 10 00 to 10 59 100 00 0 00 0 00 The Availability graph depicts the status of the Assets or devices available in the CMDB The Availability Distribution bar graph represents 3 basic status information of Assets viz Not Monitored This status indicates in blue that the Asset is not reachable or set as Unmanaged Up This status indicates in green that the device is monitored and UP Down This status indicates in Red that the device is monitored and down Copyright 2007 InsTIL All Rights Reserved Page 53 of 166 InsTIL Confidence in IT User Manual The availability graph can be viewed for various time duration like Last 12 Hours Last 24 Hours Today and also for a custom period of time Based on the selections the graph is depicted Last 12 Hours Start Time 02 17 2012 00 00 00 lt a End Time 02 17 2012 11 59 59 a Show Report Last 24 Hours Today Yesterday This Week This Month Last 7 Days Last Month Last Week Custom Period 6 VENKAT TECHCONET CO IN CZC804217Z 172 16
40. Auto Discovery Import Export paths There are four file paths required for import export imported and log file path All the four folders should be created in the server where InsTIL is installed and asp net users Copyright 2007 InsTIL All Rights Reserved Page 104 of 166 w lnsIIL a Confidence in IT User Manual should be added and given read write and execute permission for that folder Select the path where the respective folders are created in this menu Alert Settings This feature enables the administrator to customize the Email and SMS content for various call status available in the application The administrator can edit the content of the Email SMS by selecting the default fields available in the Incident lifecycle and also an option is provided to type certain information to be triggered along with the Email SM An example is shown below for the customization of the Email content to be triggered throughout the incident lifecycle oi Utilities gt Alert Settings Alert Settings ia wi SMS Title Incident Template Alert Templ W Alert user by email when a call is logged Default Customize W Alert service desk by email when a call is logged Default Customize W Alert user by email when the call is classified Default A Customize W Alert service desk by email when the call is classified Default A Customize W Alert user by email when the call is assigned Defau
41. E E E E E O curse seuesereene eae ues 98 Knowledge BASS se redecevtccnesosiece detent soisisevitse se sendin a a a E iE Eaa n a deca 98 A O PEE E E AE E EE A N N E 99 CTV TG SF AS WOT e E E E A T EES 100 PPS SNC Seca E E E E E EE E E aneenabanion 101 SIS S E TE E E E E seen 102 Vlas a a a A E E E EA 105 EO E E cee E E E tna reoneen sede eaeoasensseoe 108 Warranty AMC Reminder sesseseesesssssssseseseresssssssserereessssssseerresssssssnesereessssssserereesessss 109 IAR MNOO eaea cre eee EE E E E E E EE EE E EE EE 110 TASK e E E EE 111 denr oD S GS Oeean ES A ESE E E E A E E A O E E 112 SPee NEW S a EEE E E EE E A EA E 113 a aE a ol E EA E E E E E ee eee eee 115 REPOS ee a A E E AE AE E E EA A E net asses ectaans 115 5 0 Logging in as User denne een nee ene eee eee ee ee 119 NT xe gah setae aces tence cee E E ene use E ae see E E ete 120 CUDO E ee A A E E E E AE mange sanine A E AE EEA 122 E E E TEAT E ET E N E T E 122 ANNC e E E E E E AEAEE EE A TA E EAE EES 122 Copyright 2007 InsTIL All Rights Reserved Page 3 of 166 DINS f User Manual A Fi Confidence in IT a E E 6 aE E O E ae es 123 FA EE E S 124 cianga Pas SWO l eeen eE EE E E OEE E E occheeeataoocbaetoodsaeeen 124 PW SMCS IG SS ie a E E E 125 WAG EEEE E EA AE E EE EEN 126 6 0 Logging in as Service DeSK ccccccccccccccsssseeeeeeeeeseeessseeeeeeeeeeeseesssseeeeeeeeeseeesssaaeeeeees 127 SM e Dek IGEN eee E N E S E E e
42. Fax No Mobile No 9876589876 E Mail Id Add Name Address City Phone No Mobile No Fax No No records found Update Delete Reset Cancel Operation To add a new Insurer perform the following task Click New Enter the Insurer details like Name Address Email id etc Click Contacts tab to enter the contact details of Insurer Enter Contact Name Contact Number Email id etc Click Add to create contact information a ee i e Click Save to save the entry created Copyright 2007 InsTIL All Rights Reserved User Manual sales birlasunlife com steve birlasunlife com E Mail Id Description Page 26 of 166 InsTIL Confidence in IT User Manual 4 2 Assets Defining Asset Category The administrator can define the type or category the Asset belongs to By default the application defines a basic set of categories for an Asset The administrator also has the option to create a list of asset categories as applicable For each asset category the number of assets available is also shown Admin Asset gt Category _ Category i Category No Of Assets Access Point Desktop Domain Controller Firewall Laptop Printer Router Server Swatch Unknown oF jo jo jo jo fo O Jo WININININISISINISIS Page 1 of 2 Records 1 10 of 11 Operation The below fig represents the create option for Asset Category The administrator can create the category name as shown in the top pa
43. L All Rights Reserved User Manual Page 2 of 166 DINS f i W Confidence in W Confidence in IT User Manual Pern ormoance MONKONNO oreren a E Ga aaereieeericieumeeieiad 50 A E E AIEEE N AE E EE T EAO EET 51 ASSO DANDO eeen EEEE NE EE E E ES 51 D Nan AN E E A E A E T T E E weosee 60 aa NIG p EEE P T EE E E E E A ES 71 User User classifica Ossessione sio een s enan rar Eaa iaee 71 Usor AVE DIETO pre arn NEE ee E E EE E 79 De aa S E E A E E TE 81 User User asset linking aresres seer cdaceercecctatet ceteu Sensiuesadeneac Shesetanudes seuss aenttaauteaveasscosetescdeascaste 84 WSEr Atendante PENMISSION eeni ES E E E E 85 Ae ON EDOSK E E E EN ENA E E A EE 86 Service Desk Call Priority tease hacen tesecseS udder xe ssecadlaensecaccanstes dussensadaesdhasUacsseandencotesdeesseanse 86 SPICE Desk Call ONG eee eee eee ee ee eee 87 Service Desk Severity c0csccceeeesessssssceesceceeeessesssncesseceneessesssaceesseceeseseessaceeseacerenseesss 88 Sevice Desk aC ANG AO esac ec eaicanesdegees cin EEA SE AUER D PENERE PE PEENE EN a 90 PNE DEE EA COMP r E E E E E E E EE 91 Service Desk COMPIEING Detd ereraa aE E ER A E AE OE A OES 92 Service DESK ACTION TAKEN sosirii neri iesn is E E a E E SEN EE TEREE EA ERE 94 Service Desk Auto Service desk cccceessccccccceeesessssssceeeecceesseeesssaaeeeeceesseeessaaeeeeeeeseees 95 Service Desk Template Creator e E EA EEN 96 MTV SS E cect ee sade
44. LA will be calculated accordingly Copyright 2007 InsTIL All Rights Reserved Page 18 of 166 A InsTIL Confidence in IT User Manual Admin gt Organization gt Organization Hour Organization Hour Days Start Time Hh mm AMZ PM End Time Hh mm AMZ PM Sunday Monday O9 00 Am Tuesday OO 00 AM Wednesday O9 00 Am Thursday 09 00 4M Friday 09 00 AM A ad ad Saturday O9 00 AMN 1 Enable the working days of the organization 2 Enter the start time and end time of each working day 3 Click Save button to save the entry created Defining Organization Department A department is an individual functional unit of any organization For example Account Finance Marketing Information Technology etc are all considered as departments Once InsTIL is integrated with the ADS the department details are automatically added to the department masters m Admin Organization gt Department Department Department CORPORATE Fa Directors s SDP gf SDPL J SALES JW ITIL Enterprise Solutions F Moss g ERP Fa Oyerseas Sales Page 1 of 2 Records 1 10 of 12 1 2 b PI eee Operation 1 Click New 2 Enter the department name Copyright 2007 InsTIL All Rights Reserved Page 19 of 166 AA ins TIL D ww Confidence in IT User Manual 3 Click Save button to save the entry created 4 To clear the fields click Reset button 5 To update an existing record select the record from t
45. M Knowledge Base The knowledge base is populated with the information from the incident data All incidents with status as Completed or Closed will be displayed in the Grid These incidents can be moved to the knowledge base The administrator has the provision for updating the knowledge base or the administrator can be given the permission for viewing the knowledge base alone Utilities gt Knowledge Base ih Knowledge Base View Call List View Knowledge Base List Filtering CallId Description Investigation Finding Action Taken Call Category il monitor problem monitor problem a new monitor replac Hardware Desktop Page lofi Recordsi iofi 1 Goto 4dd to Knowledge Base Remove From Call List Operation Copyright 2007 InsTIL All Rights Reserved Page 143 of 166 TM aN Ins TIL MN WD Contidence in IT User Manual 1 The calls with the status closed and completed will be displayed in the grid 2 Click view to see the complete call history of the call 3 Select the calls that has to be added to the knowledge base 4 Click Add to Knowledge base to add the call to the knowledge base 5 Click View Knowledge base to see the calls that are added in the knowledge base 6 To remove a call from the database select the call and click Remove button 7 To search content from the knowledge base type a keyword and click Search knowledge base FAQ The FAQ module is to use to gather some information related
46. MILKE Way techconet 1 4KTHAIBEGUM techeao 1 172 16 1 94 172 Records 1 10 of 13 1 2 r I Problem Description monitor issue test call printer not working ROM upgarde request System performance i Outlook configuratia gend Receive error Monitor flickering p Send Receive error i Mouse not working pr Goto Call Priority High High High High High High Medium High High High Call Log Date Time 6 31 2011 1 03 33 PM 6 30 2011 1 13 50 PM 5 30 2011 12 51 34 PM 5 30 2011 12 46 49 PM 6 30 2011 12 25 38 PM 6 30 2011 12 20 21 PM 5 30 2011 11 31 24 AM 6 28 2011 10 32 09 AM 6 13 2011 12 25 16 PM 5 31 2011 3 47 59 PM particular day This feature is made available for all the roles in InsTIL Operation Copyright 2007 InsTIL All Rights Reserved SN j Searching and Filtering Assign To tech 2 tech SDO techz Call Status Acknowledge Classified Re Open Completed Rejected Close Classified Close Acknowledge Classified Hew and Punch Out time for the Page 142 of 166 InsTIL Confidence in IT User Manual 1 Select Punch In time and submit which marks the in time for the user InsTIL Attendance Your In Time Date Is 12 11 2008 Time Is 6 08 41 PM 2 Similarly select Punch Out time and submit which marks the out time for the user InsTIL Attendance Your Out Time Date Is 12 11 2008 Time Is 8 09 53 P
47. Manual f Observation The engineer has completed the call but he wants to make the system under observation to complete the call satisfactorily Operation 1 The technician troubleshoots the call assigned to him 2 The actual complaint action taken for the call and Action taken category should be entered 3 The Technician updates the current status of the call 4 Browse and upload any file if required relating with the incident 5 Use Remarks field to enter any additional description 6 Check in and check out dates are automatically updated if authorization is provided by the administrator 7 Once the technician selects the call from the grid the status will be Response and the check in time will be the same as the server time 8 After troubleshooting the incident the technician selects the particular call and based on the status the call is updated 9 Technician can provide a Plan start date and plan end date for each call and start working accordingly 10 Technician can even send an approval for the call if required 11 Click Submit button to save the call Call Close The IT Manager has the provision to close or re open the completed calls updated by the technician This permission is also given to the user for the calls logged by him Operation 1 Select the call from the grid 2 Provide a feedback for the Incident raised 3 Select the status as Close Re open Copyright 2007 InsTIL All Rights Reserved Pag
48. NE ai Line Year Tracking Date System Date User Specified Of 2b6 2012 al Update Delete Reset Cancel The insurance details of each asset can be viewed in the Insurance tab The system automatically calculates the Insured Declared value and No claim bonus in percentage for the particular asset Insured Declared Value IDV Insured Declared Value is the maximum Sum Assured fixed by the insurer which is provided on theft or total loss of the asset Copyright 2007 InsTIL All Rights Reserved Page 46 of 166 InsTIL Confidence in IT User Manual d Admin gt Asset gt Asset e Asset General Purchase amp Support Depreciation Hardware Software Baseline Insurance Details Insurer Ram Policy Name Be Wiser Car Insurance Policy Number 518456 Duration Months 48 start Date 7 18 2012 End Date 7 18 2016 Total Premium 20000 Premium Paid 1500 IDV Insured Declared Value 1500 NCB No Claim Bonus in Percentage 15 Tracking Date system Date User Specified 07 26 2012 4 Update Delete Reset Cancel Hardware General Purchase amp Support Depreciation Insurance Seieiiu Software Baseline Last Discovered Date Time 07 20 2012 04 44 PM QO System Information Edit Operating System Edit IP Address 172 16 1 66 Operating System Microsoft Windows XP Professional System Name pg chn dt 026 precision com Build Number 2600 Brand Hewlett Packard Service Pack Service Pack 3 Model HP dx2255 MT
49. Q 14 Enable Publish to user knowledge base to be viewed by the end user 15 Click Submit to save the FAQ created 16 To view a FAQ select search FAQ and type the keyword to be searched and click search Change Password This screen is used to change the password Only local user can change their password Operation 1 Enter your current password Enter your new password and confirm password 3 Click change to change the password Changing Password for sd m Current Password 2 T ee New Password 2 2 2 2 2 2 gooo Confirm New Password 2 2 2 2 2 nn ee Preference To set owners favorite as default preference is used The Service Desk can set Preference for dashboard based on call status and various other groupings Service Desk can set preference such that the calls which are not closed by the user should close automatically within the days that have been defined by SD Copyright 2007 InsTIL All Rights Reserved Page 135 of 166 TM aT AINS Bp Confidence in IT P Utilities gt Preference AD Preference Date Filter Since Last Year Since Last Month 2 Since Last Week L asset Group Cl Desktop Department C CORPORATE Cl Directors Cl spP COl sore city Cl chennai Operation eS Or Select Preference option from the Utilities The screen for Preference is shown below Select the call status that has to been displayed in the call detail list Similar
50. Reserved Page 64 of 166 InsTIL F Confidence in IT MN User Manual Action gt Copy from last entry This feature allows asset entries to be copied from the previous entry so it reduces the workload if assets are to be added manually instead of using Network Scan or importing from an Excel Action gt Auto link Users and Assets This option is enabled for the administrator to link the users with their assets automatically This process works on basis of the last windows credentials used to login to assets The system performs a scan and brings out the users login information from the asset registry and links the user to that particular asset The list below shows the user logged in to the assets at that discovered point of time Admin gt User gt Auto User Asset Linking p amp Auto User Asset Linking Linked Users F User Name Asset Description Source Last Logged Date Domain W vikas 1 VIKAS TECHCONET CO IN VIKAS TECHCONET CO IN Last Login Date 10 22 2011 12 21 13 PM techconet co in W mirunalinip 1 MIRUNALINIP TECHCONET CO IN MIRUNALINIP TECHCONET CO IN Last Login Date 10 22 2011 12 21 40 PM techconet co in Confirm Cancel Action gt Delete This option is provided for the administrator to delete the asset entry from the asset list Insurance Policy The various insurance policy registered with the Insurer can be created here The information pertaining to the Policies are recorded in the
51. Response Time Resolution Time Uptime Start Date End Date Status Category Desktop 00 15 00 30 99 04 11 2011 04 11 2012 Active Update Delete Reset Cancel Operation Click New Click Contact details tab Enter the contact name mobile number and other detai Click Add to save the entry created Click SLA details tab Select the SLA type as Call Category or Category Select the SLA for the selected SLA type Enter the response time and resolution time 10 Enter the Up Time for the SLA ee tS SS I eS Enter the Vendor name address and the Vendor Escalation Email Id ls of the Vendor 11 Select the From date and To Date for the validity of the SLA with the vendor from the date time picker 12 Select the Status of the SLA 13 Click Add to save the entry created Defining Organization Insurer The details of various insurers registered with the organization can be created here The details include general and contact details of the Insurer Copyright 2007 InsTIL All Rights Reserved Page 25 of 166 InsTIL Confidence in IT Admin gt Organization gt Insurer Insurer aise Contact Details Insurer Name Birla Sun Life Insurance Phone No cm 8 Pycrofts Road Egmore eo amp E Mail Id City Chennai Pincode Update Delete Reset Cancel Admin gt Organization gt Insurer Insurer Contact Name Mr Steve Phone No Address 8 Pycrofts Road Egmore hand sai i City Chennai
52. Rights Reserved Page 60 of 166 aE total maximum minimum and average traffic values for this interface for the selected User Manual time period Interface Unit 1 Slot 0 Port 17 10 100 Copper Level Generated on 2 17 2012 4 20 00 PM Last 12 Hours Start Time 02 17 2012 05 00 00 c End Time 02 17 2012 16 59 59 Be Show Report Last 24 Hours 19 172 16 1 35 00 18 4D D9 EA 1E Today Yester day 172 16 1 35 This Week 172 16 1 35 This Month Last 12 Hours Last 7 Days Lant Mihi 02 17 2012 05 00 00 to 02 17 2012 16 59 59 Last Week Custom Period Traffic 5000000 ada 3 aza In Traffic Out Traffic 4000000 3000000 2000000 A 1000000 A 0 i 1 i 02 17 2012 14 00 02 17 2012 16 00 02 17 2012 15 00 Error Graph The Error Graph depicts the no of errors or mishandled packets transmitted through the interface at a point of time It s measured in packets per second Based on the selection criteria the graph varies Discard Graph During the transmission of a Packet or datagram through an interface packets are transmitted to intended hosts after a long delay and by the time the packet reaches the destination it would be too late to be accepted and treated as a Discard packet The administrator is enabled to monitor such transmission errors and create a threshold alert to avoid any network choking or congestion The Discard Graph depicts the maximum or minimum of such discard
53. act name PO number start date end date of the AMC period etc 4 If No Coverage both the purchase and support details can be entered Depreciation The depreciation value for the entire life time of an asset is automatically calculated and displayed here The administrator also has the privilege to change the type of depreciation method and find the value for each asset Copyright 2007 InsTIL All Rights Reserved Page 45 of 166 InsTIL Confidence in IT J Admin gt Asset gt Asset Asset General Depreciation Details Assessment Year 2000 Method Depreciation 20 Life Time of Asset In Years 4 Claim For Preview Purchase Value Financial Year Book Value at the beginning Start Date OF the year 01 Apr 1999 600000 01 Apr 2000 480000 01 Apr 2001 360000 01 Apr 2002 240000 Insurance Purchase amp Support Insurance 600000 1 April to 31 March Depreciation Depreciation h 20 20 20 20 Whole Year Days Elapsed Hardware Straight Line Declining Balance Software User Manual Baseline Date of Purchase 31 Mar 2000 Current Date 76 Jul 2012 Accumulated os Book Value at the end of Claim Life Time of Value Depreciation means year ee For Asset 420000 420000 34 Mar 2000 480000 Straight Whole 4 Line Year 120000 240000 34 Mar 2001 360000 ie Line Year 120000 360000 31 Mar 2002 240000 E Line Year 420000 480000 34 Mar 2003 120000 S
54. apoa DRACO 7 1OYDRACO Problem Dont prefer a aT Acknowledge Parallel 1 15 2009 S050 chandramohan DUMP 10 DUMP sad Important Acknowledge Parallel S 44 00 PM Incident Call Log This feature allows Technician to log in a service request or an incident with a proper description and also with a priority for the Service Desk to process accordingly The user can add an attachment w r t to the incident logged InsTIL also provides an option for the user to classify the call and based on the classification defined the calls are automatically assigned to the Technician Operation To add a new call perform the following tasks Copyright 2007 InsTIL All Rights Reserved Page 139 of 166 alnsTil fr Confidence in IT NU User Manual Incident gt Call Log Call Log Template Mame Default wt Classification asset Product Monitor Flickering Problem LAKTHAIBEGUM techcone Wie Problem Description Call Type Asset Description Call Priority High t Remarks Attachment Click Here Save Reset Cancel Operation 1 Click New Select the call type as Asset or Product 3 The asset description is automatically selected if the asset is linked to the user If asset user linking is not done select the asset from the drop down list 4 From the drop down list select the priority at which the service needs to be attended 5 The user can type the problem or the service request that needs to
55. arks column Click on Click Here link to add an attachment Click Save button to save the record created Click Reset button to reset the entries 10 Click Cancel button to cancel the process Wi ge WR w gn Call Logging based on the default template Incident gt Call Log Call Log Template Name PIL w Classification Call Type asset Product Phone No 9856256255 Asset Description 1 BALAII RS4LES techcon val Keyboard Problem Some keys T aah z peablomOeecupticn are not functioning properly Remarks Attachment Click Here Save Reset Cancel Operation Click New to login an incident or service request Select the template name from the dropdown list for which the call is to be logged From the drop down list of Product Description select your particular product The user can type the problem or the service request that needs to be solved Any additional information related to the problem can be provided in the Remarks column An attachment can also be added with the call logged Click Save button to save the record created Click Reset button to reset the entries Copyright 2007 InsTIL All Rights Reserved Page 121 of 166 InsTIL Confidence in IT User Manual 9 Click Cancel button to cancel the process Call Update The Call update menu is enabled for the User for to view the calls assigned to him for the approval The user based on the rights assigned to him does either approve o
56. art description for the Asset performs the following tasks Admin gt Asset gt Part Description Part Description Fart Description Category Brand Model Other Components Component Brand Hewlett Packard Hewlett Packard Hewlett Packard Microsoft Corporation Hewlett Packard VMware Inc Hewlett Packard Hewlett Packard Hewlett Packard Hewlett Packard Sony Digital Camcorders Unknown ST3800114 Brand Model No records found Save Reset Cancel Click New Model AWRDACPI HF Compaq 6710b HP dx2255 MTIRS332PT Windows 2000 HP dx2280 MT KL231P 4 VMware Virtual Platform HP dx2255 MT R amp 332PT HP dx2280 MT KL231P4 AWRO ACPI User Manual Searching and Filtering No Of Assets ta RR i li li lio ie lt Description Enter the Part Description Name The Part Description will be helpful at the time of Asset creation Select the Category Name from Category Dropdown List box The components related to the selected category will be displayed along with provision to enter the description for each component Select the Brand name Select the Model name Copyright 2007 InsTIL All Rights Reserved Page 33 of 166 ple A InsTIL WD Contidence in IT User Manual 7 Click the Save Button to save the record 8 Click Reset button if you need to reset the field entries Defining Asset Software The details of the software s available and their p
57. art type it displays the output Copyright 2007 InsTIL All Rights Reserved Page 163 of 166 InsTIL Confidence in IT User Manual Report Designer Report Warranty Expiry Reminder Report Name Category Summa To view warranty expiry ti BS summary of assets by Description Category Report Type Summary Chart Type Single Pie Top N All Available Columns Columns a x ih Asset Count Category T Asset Count T Asset Description Asset Group m Asset Group Count Asset Id Asset Serial Number Audit Serial Number Bay Brand Selection Brand Count Category Category Count E Show Selection Criteria Update Reset Cancel a as a D P export Print Refresh E W o Confidence in IT Seraseated on M22012 12 00 54 PMI GS Access Point MN Desktop ES Comain Controller ES Server Switch Category Asset Count Access Point 1 Desktop 5 Domain Controller 2 Server 1 Switch 1 Report Type Summary Detail Copyright 2007 InsTIL All Rights Reserved Page 164 of 166 InsTIL Confidence in IT User Manual The summary detail report is similar to the summary report but the output displays in detailed manner Call Category Summary Detail r Tm fs ES ca cao E ee l Confidence im IT Generated on S202012 11 32 43 AM Incident Nerwork VWOIP Issues IncidentYApplication Browser Related Issues Incident Anti wirus 4ntivirus Update Problem
58. ate filter Select the priority AR eS Copyright 2007 InsTIL All Rights Reserved Page 146 of 166 Ins TIL Confidence in IT User Manual 6 Select the required asset group category department location user classification call category 7 Click Set Preference to save the settings 8 Click Reset button to reset the field entries Task Task can be created and assigned to self and groups Some of them include a Backup Tasks b Preventive maintenance task c Information on meeting Etc d Re occurrence is set for Daily Weekly and Monthly frequencies Utilities gt Task PAN A Task w Subject InsTIL 3 0 Bug Fises Review Department Select Start Date 06 13 2071 HA Country Select wt Due Date 06 13 2011 pty City Select ki Priority Level Medium ka Location Select InsTIL W3 7 0 Bug Fixes Review User Name TETEE Content Fe eueare Alert By E mail M Dashboard Re Occurrence Daily weekly monthly Time 16 00 HH MM Save Reset Cancel Operation 1 Click the Add New Task 2 Enter the Subject Brief outline of the task to be set 3 Enter the From Date The task will be triggered starting from this date 4 Enter the Due Date of the task 5 Set the Priority level High Medium and Low 6 Enter the Content of the Task 7 Select Alert By either through his dashboard or E mail 8 Select the frequency of occurrence of the task daily weekly or monthly 9 Enter the tim
59. ature enables the user to run a routine scan on a specified network on a specific schedule To enable the Scheduled Active Directory function login as administrator click Schedule Active Directory in Utilities Click on Add New tab and enter the Domain name Organizational amp Scheduled details A sample screen is shown below Copyright 2007 InsTIL All Rights Reserved Page 113 of 166 T Ins TIL A N F Confidence in IT User Manual Utilities gt Schedule Active Directory Schedule Active Directory Domain Name TECHCOWNET CO IN we T E ae a ReQccurrence Daily O weekly O Monthly Time 10 30 HH MM Update Delete Reset Cancel Asset Offline Import Auto Discovery of Assets can be performed in two modes Online amp Off line During an online mode the Assets would be discovered through the InsTIL Server where the connectivity to the server is said to exist in other words it is said to be an online discovery However if the administrator has to discover the assets from another location situated outside the LAN the offline discovery is suggested as the best feasible option The functioning of the Offline tool is similar to the network scan For detailed procedure on how to perform an Offline discovery refer to Offline Discovery Manual This feature enables the administrator to import the asset information into the InsTIL server Utilities gt Asset Offline Import em Asset Offline Import I
60. ave the entry created To clear the fields click Reset button ot a iS a To update an existing record select the record from the list and perform the required changes and click update 6 To delete an existing record select the record from the list and click delete Defining Organization Location An organization may have multiple sites in the form of branches cost Centre etc This screen provides the user to create the location name and link it with the city where the location is situated Copyright 2007 InsTIL All Rights Reserved Page 21 of 166 om INsTIL t jJ Confidence in IT Admin gt Organization gt Location Location Cor New Country City Fi Dubai sharjah P Dubai sharjah P India Chennai Page 1of1 Recordsi 3of3 1 Goto Operation Click New To clear the fields click Reset button ae W Ye changes and click update User Manual h Filtering Location stanford AL Minar T Nagar Enter the location name and select the city name from the drop down list Click Save button to save the entry created To update an existing record select the record from the list and perform the required 6 To delete an existing record select the record from the list and click delete Defining Organization Floor amp Bay Floor and Bay master Is created the same way as we created the other master records Since these two are self explanatory not much is described here Bay
61. be solved 6 Any additional information related to the problem can be provided in the Remarks column 7 Click on Click Here link to add an attachment 8 Click Save button to save the record created 9 Click Reset button to reset the entries 10 Click Cancel button to cancel the process Call Logging based on the default template Incident gt Call Lag Call Log Template Name PIL Call Logging Classification Call Type asset Product Phone Mo Asset Description L BALAII RSALES techconi val Call Priority Medium we Problem Description Remarks Sttachment Click Here Save Reset Cancel e Operation Copyright 2007 InsTIL All Rights Reserved 98562562535 keyboard Problem Some keys are not functioning properly Page 140 of 166 a InsTIL p Confidence in IT User Manual Click New to login an incident or service request Select the template name from the dropdown list for which the call is to be logged From the drop down list of Product Description select your particular product The user can type the problem or the service request that needs to be solved Any additional information related to the problem can be provided in the Remarks column An attachment can also be added with the call logged Click Save button to save the record created Click Reset button to reset the entries Click Cancel button to cancel the process ae a tO po g Call Update Once the technician rec
62. ce Request Desktop Removal IMaco Service Request wf Software Un installation IMaco Service Request Page 1 of 13 Records 1 10 of 125 ae cy Oe b I Soto Operation To add a new complaint detail perform the following task Admin Service Desk gt Complaint Detall A 7 e Complaint Detail Complaint Detail Ho Display Call Category Hardware Complaint Desktop Remarks PU Save Reset Cancel Click New Enter the complaint detail related to call category and complaint selected Select the call category from the dropdown list Select the complaint from the dropdown list Use Remarks field for any additional description Click Save button to save the record created OUT a a i Copyright 2007 InsTIL All Rights Reserved Page 93 of 166 JL w INsTIL J Confidence in IT La User Manual 7 Click Reset button to reset the entries 8 Click Cancel button to cancel the process Service Desk Action Taken The technician updates the call by describing the action taken for the problem The technician can also choose the pre defined Action taken from the Action taken master By default the application comes with a set of default call Action Taken Admin gt Service Desk gt Action Taken Action Taken OCC Lae iNew Action Taken g Mother board replaced RAM replaced Fa HOD replaced Keyboard replaced Fa Mouse replaced F Monitor replaced Requested software installed Fa OS reinstalled
63. certain user community based on the workflow requirements 4 By default the application has tabs like Logging Classification Assign Update Clarification and Close For each tab various controls can be added For example Adding New control in Logging tab Enable Add New control and name the control that has to be created The administrator can make that particular control as mandatory or not by selecting either Yes or No 8 The position and the order of the control can also be defined and the controls will be displayed based on the position and order 9 The added control can be made visible or not to each categories like User Technician Service Desk and IT Manager 10 Select the visible status as Yes or No and also select the categories for which the control is to be displayed 11 The control created can be of various selection types like Single Lines of text or Multiple lines of text or Single option a For single lines of text the created control can be of String Date Time Number Mail and Date field types Copyright 2007 InsTIL All Rights Reserved Page 97 of 166 TM lt I a DN cp l A P Confidence in IT User Manual 12 For Multiple lines of text the user can enter text of multiple lines i e a sample control of Remarks type 13 For single option the created control can be of Radio button Dropdown and Checkbox field type Utilities Attendance This feature enables the user to mark the Punch In time and Pu
64. cover Mode From IP To IP Last Discovered No Of Assets QO P Agent Online 172 16 1 69 172 16 1 69 4 15 2011 4 38 05 PM i QO f Network Online 172 16 1 25 172 16 1 245 421 2011 3 12 02 PM El g fnew mariyam Online 172 16 1 69 172 16 1 69 4 15 2011 1 34 32 PM 1 QO Fi PI Printer Online 172 16 6 49 172 16 6 49 QO ff wmi tech mariyam Online 172 16 1 69 172 16 1 69 4 15 2011 1 13 00 PM g Fd wrnl techz Online 172 16 1 09 1716 109 4 15 2011 12 36 41 PM 1 QO ff wmi tech3 Online 172 16 1 69 172 16 1 69 4 15 2011 1 10 57 PM i q f wrni techconet Online 172 16 1 69 172 16 1 69 4 15 2011 4 39 01 PM a Page lof 1 Records 1 8 of 8 1 Goto Operation To add a new network perform the following tasks Copyright 2007 InsTIL All Rights Reserved Page 38 of 166 InsTIL Confidence in IT Admin gt Asset gt Network Scan sa Network Scan Network Discover Mode From IP To IP User Manual wrml domain co in Online w 192 178 2 1 192 178 2254 Save Reset Cancel Click New Enter the range of IP s within this network Click Save button to save the record Click Delete button to delete the record Click Reset button to reset the entries ee a a Enter the Network name and select the Discover Mode from dropdown list Select the Domain and click the Start Scanning button in the below fig i Wetwork Scan Network Mame Instil Starting IP Address 1 2 16 1 49 Ending IP S amp ddress 172 160 1 245 H a m e D
65. cular day This feature is made available for all the roles in InsTIL Operation 1 Select Punch In time and submit which marks the in time for the user Copyright 2007 InsTIL All Rights Reserved Page 132 of 166 InsTIL Confidence in IT i InsTIL Attendance Your In Time Date Is 12 11 2008 Time Is 8 08 41 PM User Manual 2 Similarly select Punch Out time and submit which marks the out time for the user InsTIL Attendance Your Out Time Date Is 12 11 2008 Time Is 8 09 53 PM Knowledge Base The knowledge base is populated with the information from the incident data All incidents with status as Completed or Closed will be displayed in the Grid These incidents can be moved to the knowledge base The administrator has the provision for updating the knowledge base or the administrator can be given the permission for viewing the knowledge base alone Utilities gt Knowledge Base fh Knowledge Base View Call List View Knowledge Base List CallId Description Action Taken 1 Pagel of 1 Investigation Finding monitor problem monitor problemn 4dd to Knowledge Base Remove From Call List Records 1 iofi 1 Goto Copyright 2007 InsTIL All Rights Reserved a new monitor replac Filtering Call Category Hardware Desktop Page 133 of 166 TM aN Ins TIL MN WD Contidence in IT User Manual Operation The calls with the status closed and com
66. d after three minutes the status is In Progress and indicated by red icon e On clicking the red icon the deployment package is suspended E Admin gt Agent gt Deployment Package aT o T Deployment Package Deployment Package Opera V10 63 Country Select i city Select Description Location Select i Deploy Mode Immediate 9 Startup OnShutdown C OnSchedule Awatlable Packages Selected Packages i Eid Opera Opera Install A Repair Uninstall Silent i Ms Aha eee Eee eee g 2 Se et be coe ee hee ie KY r EE bee oe E a oe ie 1 ay LA eee Po Se SP reise eee fo eee oe See ieee See 1 a Bs i Bee rye ee ee eee ee es Ree eee ee ee ee ee a I 1 P14 Le ee ohn dt OSS _ pres cieion canm of eo ohn ot OoOSS_ pres cieion oor ja Lee ohn dt oS precision com Yea ohn tos 8 precision oor 7 Lea chm odt OoS F preci Sion core SY eo ohn ot OS FS preci Sion Sor I Ea Loo ohn ot OoSea precision oor SY eo ohn ot _OSS precision oor l L peo ohn ot oSoS n Prensi hamn nam peo ohm ob OSS n ren h ha m oo ive ohn oat ood preneham SY aa ohn ot O a ere olson oo BS peo coh mob OS i o prenin oon Seo ohm ot OS i o preni hn Sore Tota ae Le To reset an existing record Copyright 2007 InsTIL All Rights Reserved Page 75 of 166 A InsTIL A Confidence in IT User Manual o Click reset button to roll back to the previous state l A Ieee ee a Ee Loo ret t
67. d and imported to the application 16 Click Next for scheduling a network scan 17 Select the network name category and re occurrence type 18 Click Save to save the entry created 19 Click next to configure the various services available in InsTIL 20 Click Finish to complete the wizard configuration Similarly wizards can be used for configuring other two major features Active Directory Import amp Service Desk configuration Quick Link Quick Links is a bullet functionality which provides short cuts to Administrators to perform a specific function The quick links are available for the following menu in InsTIL This helps the administrator to quickly navigate to the specified menu for the ease of operation 1 Vendor Asset Entry Copyright 2007 InsTIL All Rights Reserved Page 13 of 166 Ins IL N Confidence in IT User Manual 3 User Entry 4 User Asset Linking 5 FAQ 6 Knowledgebase 7 Escalation 8 Tasks 9 Settings 10 Preference 4 1 Organization Defining Organization Company Operation 1 The company name and address is automatically generated when the license is configured for the company 2 Enter the Company Mail Id 3 Enter the Internal URL The Internal URL is given so that when a mail is triggered the Internal URL is also displayed in the mail so that the user can log into the application from the URL which is displayed 4 Enter the Service Desk Phone Number Click Browse to Add the Co
68. d uninstall based on command and parameters Click save to save the entry To add a new record o Click Add to enter the parameter name install parameter repair parameter and uninstall parameter Copyright 2007 InsTIL All Rights Reserved Page 73 of 166 eens Confidence in IT User Manual lal Admin Agent gt Package i GD lam m gt ra hho cy oe lt gt Packaga Pit Frar aa Ork wo h Esis tina Trn plataan Package Cwm ri t Sortiware category Main Predict Saute y 0 ooo ye b Tree oo pS I ite A ee Publisher PMIicr ros oft Location A Losec abior I 7 ee Se tor aaa Parameter Marne silent Install Parameter qi a ACi Timsal Fg Repair Para rnn eater Uninstall Pars meter Sosy Sstlemnraoktl wo boro S OTE MET Ee Pacc i Ament aa cowl Source Fath DS SL LS 1i Le SS oftware Cistribwuwstiomiodotnewt 2 0 _ eee ro ae I l Requires Authentication leery source to cliant machine Ml itnciude subdirectories and other files installation Sori Rep Sori et Uninetaliation Script lo es ee rare ete es BSetors Ime tallati rn ae Irstslilati r Base Reset ance l Searching and Filtering o Enter the search word in the textbox o Click search button for getting the result in the grid o Filtering of data in the grid is done based on the Package Category Type Publisher and Version o Select data from the dropdown list for filtering o The searched and the filtered reco
69. dates When the SLA of the Vendor is about to expire a reminder is triggered in the Dashboard E mail SMS alerts to the user Copyright 2007 InsTIL All Rights Reserved Page 110 of 166 wm linsTIL t A D Confidence in IT User Manual Utilities gt SLA Reminder SLA Reminder BIBI E E E E Configuration Detail Location Detail Vendor Name HP A Department Select Call Category Country Select SLA Type Category Bi Location Select Product Group Floor Select SLA For Server Bay Select Asset Group Server Groups A User Name 7 Remind Before 20 Days Reminder Later Days Alert By W E mail F Dashboard Wl sms Save Reset Cancel Operation l Click New pA Select the Vendor Name on Select the SLA type as Device Category or Call Category a If SLA type is selected as Device category then select Laptop or Desktop from the SLA For dropdown list b If SLA is selected as Call Category then select Hardware or Application from the SLA For dropdown list 4 Select the Asset group for the selected vendor 5 The Reminder can be set before the expiry date of the SLA 6 The option is provided for setting a second reminder 7 Select the location detail of the Asset 8 Select Alert By as E Mail Dashboard SMS 9 Select the user names whom the reminder has to be triggered 10 Click Save button to save the record created 11 Click Reset button to reset the entries 12 Click Cancel button to cancel th
70. description on what asset discovery is all about will be displayed and click Next to continue 4 The Domain name is captured by default also the administrator can add additional domain on the same window by clicking Add New Domain Admin gt Organization gt gt Domain SETIER List TTE New DOMHAIN MAME Fa TECHCONMET oh 5 Click Next to Continue 6 Click Add new to add a new credential There are two types of credentials that can be added in InsTIL application a WMI credential b SNMP credential Steps to create SNMP credential a Click Add new credential Copyright 2007 InsTIL All Rights Reserved Page 11 of 166 Ins TIL Confidence in IT User Manual b Enter an SNMP credential name c Select SNMP d Enter the community string value as public e Enter the timeout as 2000 milli seconds f Click Save to save the credential created Steps to create WMI credential a Click Add new credential b Enter a WMI credential name c Select WMI d In WMI the credentials are created through workgroup or domain e Click on Domain as credential type and select the domain name from the dropdown list f The domain system name is automatically fetched from the Domain master g Enter the domain administrator username and password h Click Save to save the credential created Credentials Admin gt amp gtOrganization gt gt Credentials View List Add New z Credential Name wmittechconet Description Discove
71. destination If the TTL field reaches zero before the packet arrives at its destination Copyright 2007 InsTIL All Rights Reserved Page 51 of 166 TM lnsTIL WT Confidence in IT User Manual then the packet is discarded and an ICMP error datagram 11 Time Exceeded is sent back to the sender The purpose of the TTL field is to avoid a situation in which an undeliverable packet keeps circulating on the network In theory time to live is measured in seconds although every host that passes the datagram must reduce the TTL by at least one unit Enter the Time to Live value else the default is set to 50 Packet Length Enter the packet length in bytes the default is set to 32 Time out Milliseconds Enter the Time out value for a packet the default is set to 200 Action If any of the parameters like TTL Packet length and time out is reached there are options to trigger like a Raise an Incident Automatically raises an Incident with the Service Desk b Raise an Incident amp Un Manage the device Automatically raises an Incident with the Service Desk and device will not be monitored c None No actions will be performed Availability Graph Copyright 2007 InsTIL All Rights Reserved Page 52 of 166 InsTIL Confidence in IT User Manual E Availability Distribution Generated on 2 16 2012 6 38 25 PM Last 12 Hours x Start Time 02 16 2012 07 00 00 eal End Time 02 16 2012 18 59 59 lt a Show Report
72. e Delete Raise Incident Severity Q critical attention attention O attention Status Manual Incident Raised Acknowledged Acknowledged Acknowledged attention i attention z O attention 7 attention i attention 3 Q critical Date Time 02 17 2012 10 41 AM 02 17 2012 03 15 PM 02 17 2012 03 15 PM 02 17 2012 03 15 PM 02 17 2012 03 15 PM 02 17 2012 03 15 PM 02 17 2012 03 15 PM 02 17 2012 03 15 PM 02 17 2012 03 41 PM 02 17 2012 03 41 PM The administrator can choose any of the alarms displayed in the grid and perform the following action a Acknowledge b Delete c Raise an Incident Action gt AMC Bulk Update InsTIL also provides the facility of updating the Annual Maintenance Contract detail of all the assets in bulk This eliminates the work of updating the Annual Maintenance Contract detail done asset by asset in the normal course Copyright 2007 InsTIL All Rights Reserved Page 62 of 166 oe InsTIL W Confidence in IT User Manual gt Warranty AMC Bulk Updation To Assets Warranty 4Mc Warranty O amc O No Coverage vendor Name Select From Date To Date Warranty 4Mc Support Contract Name Start Date End Date Contract Order No Operation l Click AMC Bulk update 2 If the administrator wants to update the assets from Warranty to AMC 3 Select Warranty and choose the Vendor name 4 Click Filter 5 A
73. e 150 of 166 InsTIL Confidence in IT Utilities Call Clase Call Close Call Id Feedback Status Utilities Attendance User Manual Wiser satisfied with the resolution provided Close Save Reset Cancel This feature enables the user to mark the Punch In time and Punch Out time for the particular day This feature is made available for all the roles in InsTIL Operation 1 Select Punch In time and submit which marks the in time for the user InsTIL Attendance our In T ime Date Is 12 11 2008 Time Is 6 08 41 PM InsTIL Attendance Your Out Time Date Is 12 11 2008 Time Is 8 09 53 PM Copyright 2007 InsTIL All Rights Reserved Page 151 of 166 wins TIL A J Confidence in IT User Manual Knowledge Base The knowledge base is populated with the information from the incident data All incidents with status as Completed or Closed will be displayed in the Grid These incidents can be moved to the knowledge base The administrator has the provision for updating the knowledge base or the administrator can be given the permission for viewing the knowledge base alone Utilities gt Knowledge Base iz ih Knowledge Base Action ow View Knowledge Base List Filtering CallId Description Investigation Finding Action Taken Call Category 1 monitor problem monitor problem a new monitor replac Hardware Desktop Page i ofi Records1 i1o0
74. e E 128 CINEO TIO aae E E E E E E 128 EEEE Ee e E A A ses ata E AE E E E EE 129 ASON RECAS SIO ea E A E E E E ER 130 Br SS E ET EEE TE A A T T N ES EE 132 A AUS1 916 9 E oaro E nee eee E E E E ee ere 132 OWNS Ba C ernan N E E E E E 133 AO e E E EEE 134 caanoe PA SWO E E E E O E E E 135 EES A E EE S O A 135 TAK A E A EAE EEE E EE 136 RODO a A A T E E E 137 7 0 Logging In as Technician cece cccccccccccccceessssceeeeeeeeseeeesseeeeeeeeceseeessseeeeeeeeseeeesssaaaeeeess 138 ha ata a A A SE NEE T EE E E E A EEE E E 139 CAEG aea E E E E A T E E 139 CIUDATE E A E A A E AEA E A teen 141 Car TINE NOE e E E EA E E E NS 142 EE a gee cd A E IN E E E E N EE A 142 PN ME MG oE ee E E E E EE E AAA 142 gle cle 2k Da Goci E E E E EE eee 143 FAO E E deg A dpa E E E E ee N SE E E E E E aereaeee 144 Crang em ei 6 e E E E E A EA EAA TE 145 Pretore O S e E E E E auii sendosiesomeaicecastees 145 TASR ee E EE E E E E E E E E 147 8 0 Logging in as IT Mana OP iis sicsssgeoneseertincns iors ecient reesi da ees ieee teases 148 COE esc tecetess tates E sees cena syesee EE E E eee ze elas senso E odessa ara nee sence 149 eI CI i E E ne ees cv net pcos va EE E A EE 149 Ne Seca se cc nse rc seco cee arene cee eee eee tee 150 CE E EE E A E E A O E doen aentinnen soc uses tentier enesatene 151 e aae ETS T E A E E E EE A EE E A E 151 KROWIEGO DASE eea a E A E E E E ETA TAE EET 152 PAO tae eet wom oper edt scts E A E gecesi ad ee secnie E R 152
75. e Select occurrence to schedule daily weekly and monthly e Enter time e Select the asset from the asset description list and click Schedule button Admin gt Software Distribution gt Agent e Agent Agent Setting Manage Agent Occurrence amp Daily Weekly Monthly Day Monday i Time 10 00 HH MM Remarks Schedule Searching and Filtering Asset Description Schedule Remarks Ei Lfhassef pc precision com hassef pc precish Daily 11 29 installed by Service E 1L paq chn dt 091 precision com pg chn dt 0Os Daily 11 25 Installed Template Description A predefined format for creating software packages Operation e Click new button to add a new template e Enter template name e Select software category from the given dropdown e Select type as EXE or MSI e Enter publisher and version of the software optional Copyright 2007 InsTIL All Rights Reserved Page 69 of 166 TM A InsTIL J Confidence in IT User Manual Parameters Description Parameters are switches used during software installation repair and uninstallation Operation Enter parameter to install repair and uninstall the software Click add to create multiple parameters The parameter field can be left empty if there is no parameter for a software package To add a new record Click Add to enter the parameter name install parameter repair parameter and uninstall parameter 6 Click save to save the entry F a
76. e choo ree tooo im foot te ch oom too ie I iF hasse pE precision GCO A hasse f pi Precision Oar LS Le emileoeoeas ye beech comet colin Yo omilkyoewasay be Choco Met coo Lim I Ez 2 eg chn dt o25 pr cision corm peg chnm dt O25 precision coaorn I Sa 1fpe chn dt oOS26 precision cem po chn dt O26 precizsion corm L eqg c hm dt O27 pr cision cm ePa chm ot O27 precision cor Sa Leo chn ott OSs precision GCO eo ohn o1t O2S precision corne I yy Leo chHnm dt oOoOS 9o _ precisionicom A pPo chn ot O29_ precision corm all Lee ch me odt Ooo 1 precision crn A eo chm tt Oo 1 precision coerm I SS 2 paq chn dt OS1 presision cerm A Po chn odt oOS1 precision cern Total Assata ic Wedate Dismiss Reset cancel To cancel current operation o Click cancel button to discard the current action To update an existing record o Select the existing record to be updated from the list if only the status is as Not Started o Perform the required changes o Click update button to update the record To dismiss a package Select the deployment package from the list Click dismiss button to dismiss the package Searching and Filtering o Enter the search word in the textbox o Click search button for getting the result in the grid Copyright 2007 InsTIL All Rights Reserved Page 76 of 166 InsTIL Confidence in IT User Manual o Filtering of data in the grid is done based on the
77. e or day according to the re occurrence 10 Select the user names whom the reminder has to be triggered 11 For selecting the department in a particular location Copyright 2007 InsTIL All Rights Reserved Page 147 of 166 TM pw lnsTIL WT Confidence in IT User Manual 12 Select the Department name 13 Select the Country Name 14 Select the City Name 15 Select the Location name 16 Click Save button to save the record created 17 Click Delete button to delete the record 18 Click Reset button to reset the entries 19 Click Cancel button to cancel the process 8 0Logging in as IT Manager InsTIL provides the flexibility of generating various reports related to Asset Call Analysis SLA Analysis The IT Manager can generate reports like Asset detail Reminders on Annual Maintenance Contract Lapsed and Expired Warranty and Asset Transfer IT Manager can generate reports analyzing on Calls received response and resolution IT Manager can analyze Incident based on Time wise Day wise and Monthly reports Detail on total calls received response and resolution provided can also be analyzed by the IT Manager Most importantly analysis report on Service Level Agreement provides critical information related to the response resolution and uptime commitment and the deviation of the service provided ITM can close or re open the call on be half of the user Copyright 2007 InsTIL All Rights Reserved Page 148 of 166 Ins
78. e process Task Task can be created and assigned to self and groups Some of them include Backup Tasks Preventive maintenance task Information on meeting Etc Re occurrence is set for Daily Weekly and Monthly frequencies 2 iS Copyright 2007 InsTIL All Rights Reserved Page 111 of 166 w INsTIL Confidence in IT NU User Manual 5 The screen for setting task is shown below Utilities gt Task MA Task Subject Backup InsTIL Database Department Select A Start Date 10 22 2011 lt a Country Select A Due Date 12 22 2011 zi City Select Priority Level High A Location Select A InsTIL database full backup User Name Content AGASARAVANAN Enterprise Akthari Begum SDP Alert By W e mail Fl Dashboard F sms jokey Re Occurrence Daily Weekly Monthly Balachander Balachander ERP z Day Monday A Time 08 30 HH MM Save Reset Cancel Operation l Click New pA Enter the Subject Brief outline of the task to be set 3 Enter the From Date The task will be triggered starting from this date 4 Enter the Due Date of the task 5 Set the Priority level High Medium and Low 6 Enter the Content of the Task 7 Select Alert By as E Mail Dashboard SMS 8 Select the frequency of occurrence of the task daily weekly or monthly 9 Select the user names whom the reminder has to be triggered 10 For selecting the department in a particular location a Select the Depar
79. e respective domain for which the ADS synchronization is to be done The domain user name and password are obtained from the master data Select from which OU the users are to be imported and click Import The screen shows the number of failure and new users The users are automatically imported into the application oe a Click on the Failure link and find the list of users and the reason for not being imported User Organizational Unit The list of Organizational Unit available in the domain is added to the master when the Active Directory synchronization process is done The administrator also has the provision to add OU for non domain user 4 dmin User gt Organizational Unit sy 7 7 7 Organizational Unit Import from Active Directory Organizational Unit Domain 2 Techconet co in Techconet co in oP Techeonet co infaccounts Techconet co in Techconet co in Biometrics Techconet ca in ad Techconet co infCoantacts Techconet ca in F Techconet co in Contractors Techconet co in F Techconet co inefCorporate Techconet co in F Techconet co in fDirectors Techconet co in oP Techconet co in sERP Techconet co in oP Techconet co infFSI Testing Techconet coa in F Techconet co in Groups OU Techconet co in Page 1 of 2 Records 1 10 of 20 i 2 b FI Sota Operation To add a OU manually perform the following task Copyright 2007 InsTIL All Rights Reserved Page 80 of 166 JA w INsTIL A ie Confidence in IT U
80. e rules in the same sequence Reminder to the technician and other team members 1 Set the response time and resolution time for the alert to be triggered 2 A mail will be triggered to the technician if the defined response time and resolution time is not met 3 Incase of a call assigned to multiple technicians the mail will be triggered to other team members also Service Desk Template Creator The incident template creator generally enables the administrator to create templates for various types of workflow within the organization The administrator creates templates which can be accessed by the User Service Desk and Technician while raising a request The user selects the template based on the workflow requirement while raising a request Copyright 2007 InsTIL All Rights Reserved Page 96 of 166 TM IN Ns L WT Confidence in IT User Manual Add Wew Control Mame Source IP Address Description Mandatory res O No Positian 1 Order wWisible vres Ono Wisibility User W Technician Service Desk LJit Manager Control Selection Default Falues For Control gt Single Line Of Text Field Type String at a Multiple Lines OF Text Default value 2 Single Option Or Field Size 255 Selection Add Contral Save Reset Mancel Steps to create an Incident Template Click New Type the name of the template and a suitable description The template can be made accessible to
81. e selection criteria made in row column and count e InsTI L AEE Matrix x Confidence in IT Generated on 5 24 2012 11 42 38 AM Hewlett Packard Lenovo VMware Inc Total Access Point 1 0 0 1 Desktop 7 0 o 7 Domain Controller 2 2 Laptop 0 1 0 1 Server 1 0 0 1 Switch 2 o 0 2 Total 11 1 2 14 Copyright 2007 InsTIL All Rights Reserved Copyright 2007 InsTIL All Rights Reserved Page 166 of 166
82. e where the device is connected Select the Baud Rate from the dropdown list provided Baud rate is a measure for data transmission speed which shows the number of signals transmitted per second Select the data bits from the dropdown list Select the stop bits from the dropdown list Select the parity bits from the dropdown list Enter the SMS center number and SIM PIN if the device type is selected as Modem Enter the Service Desk Mobile Numbers to whom the SMS alert is sent An option is also provided to create multiple number Click Test message settings to test whether the settings keyed in are correct Copyright 2007 InsTIL All Rights Reserved Page 16 of 166 i E e A d RCH TM aN Ins TIL MN WD Contidence in IT User Manual 10 To clear the information provided in the settings menu click Clear Mobile Phone settings from the database menu Defining Organization Domain The below fig shows the Domain Entry screen The domain entry screen is to create the domains running in the organization Discovery of the Assets and Bulk update of user can be done if the domains are created E Admin gt Organization gt Domain HEE Domain k 7 3 3 Domain Name WORKGROUP Techconet co in INSTIL CO xena Com LNY instil car Fage i of 1 Records 1 5of5 4 goto Operation Click New to add a Domain Enter the domain name Click Save button to save the entry created To clear the fields click Reset b
83. ed Copyright 2007 InsTIL All Rights Reserved Page 8 of 166 om Instill ko Confidence in IT 3 Enter the database user id and password 4 Click Test connection to connect the database User Manual Modules Select the modules that has to be available for the particular company License Details For multi company Company based 1 Choose start date The period when the license begins 2 Choose end date The period when the license ends 3 Enter the no of service desk and no of assets 4 Click Save button Home Company Details Company Code PI Company Name Precision Infomatic Pwt Ltd 22 Habibullah Road T Nagar ws mansi pemanten annant makama m ieee Edition Trial Sddress Chennai 6o0001 Start Date 05 25 2011 Phone Number 044 42199500 End Date 06 24 2011 i Grace Period 2 Dayts Status Active wt Mo of Service Desk ee Database Credentials Mo of Asset Smm SQL Server localhost sqlexpress nce eae 25 Assetis Database InsTIL_PI License Type Multiple Login Name sa Mo of Company g 2 License For Company Based Password eeeceeese Version W3a 7 0 Test Connection Build version WF 0 001 Modules Module Asset Management Incident Management Asset Management bef Product Support bt Product Support Incident Management Plus BE Incident Management gt ft License Details Incident Management Plus et Start Date 05 25 2011 Haj End Date Ob f242011 Haj Mo Of Service De
84. ed Page 28 of 166 ele w INsTIL A J Confidence in IT User Manual a Admin gt Asset gt Device Type ra Device Type Device Type SS a Click New Enter the Device Type Click Save to save the record Click Reset button to reset the entries Click Cancel button to cancel the process Microsoft Windows Server 2008 Save Reset Cancel Defining Asset Component The below fig represents the create option for Asset Component The Components that will be part of the Asset Family can be created here The application is defined with certain component type for each Asset Category and also additional component can be added The components created can be mapped to a particular group of assets of the same Part Description Category Aocess Point Desktop Firewall Printer Router Server Switch SSNS SSNS Wireless Page 1 of 1 Operation Domain Controller Records 1 Component MAC Address No of Ports BIOS CD Rom Ethernet Hard Disk Keyboard Memory Monitor Mother Board Mouse Processor Web Cam BIOS CD Rom Ethernet Hard Disk Keyboard Memory Monitor Mother Board Mouse Processor CPU MAC Address Memory No of Ports CPU MAC Address Memory No of Ports CPU MAC Address Memory No of Ports BIOS CD Rom Ethernet Hard Disk Keyboard Memory Monitor Mother Board Mouse Processor Tape Drive CPU MAC Address Memory No of Ports MAZ Address No of Ports
85. eives the call on his her home page technician can update the status for the call by finding the problem and providing a solution The various call status provided for the technician while updating a call is as follows 1 Pending This status tells about the call pending where the same technician has to close and if it exceeds the SLA it will be in the deviation 2 Completed This status tells about the completed call by Technician and the call will be in the customer s basket for his feedback 3 Response This status will provide an advantage to technician to give his responsiveness towards the call meanwhile he shall attend the call as per the priority 4 Re assigned This status tells about the engineer is unable to complete the call and needs to reassign to the Service Desk the SD the assigns call to another technician or a Vendor 5 Standby There may be calls which cannot be closed by giving the resolution on the same machine hence engineer has provided the standby in order maintain the SLA 6 Observation The engineer has completed the call but he wants to make the system under observation to complete the call satisfactorily Operation l The technician troubleshoots the call assigned to him 2 The actual complaint action taken for the call and Action taken category should be entered 3 The Technician updates the current status of the call 4 Browse and upload any file if required relating with the incident ay Use R
86. emarks field to enter any additional description Copyright 2007 InsTIL All Rights Reserved Page 141 of 166 TM J InsTIL f i gt A J J Confidence in IT based on the status the call is updated User Manual Check in and check out dates are automatically updated if authorization is provided by the administrator Once the technician selects the call from the grid the status will be Response and the check in time will be the same as the server time After troubleshooting the incident the technician selects the particular call and Technician can provide a Plan start date and plan end date for each call and start working accordingly 10 Technician can even send an approval for the call if required 11 Click Submit button to save the call Call Timesheet The call timesheet option is available for the Technician to update the duration taken for a particular activity assigned to him or to update on behalf of any other person on the same group Wtilities gt Time Sheet Call Timesheet CallId User Name s ul F e Sibi i ut F e ul Gif s5 Sibi P la Sibi F 3 Sibi z2 ul Fd 13 kthari Begum 12 ut Page 1 of2 Utilities Attendance This feature enables the user to mark the Punch In time Asset Description 1 BALAIIR techconet 1 172 16 1 94 172 1 MILE YW AY techconet LYMILE Way techconet 1 172 16 1 94 172 1 172 16 1 94 172 1 172 16 1 94 172 L
87. ent through SMS Email 2r Utilities gt Escalation Eni Escalation SLA Type Severity Vendor Name Select Vendor SLA Type Select SLA Name Impacts business A Escalation Trigger Before Escalation level details Level Hour HH MM E Mail s Mobile Number s Level i 00 20 administrator precisionit ca in 9890765431 Level 2 00 10 servicedesk precisionit co in 7687543211 Level 3 00 05 itmanager precisionit co in 9876540987 Note Email Ids and Mobile Nos are separate by comma Save Reset Cancel Copyright 2007 InsTIL All Rights Reserved Page 108 of 166 TM d InsTIL i f t Contidence in IT User Manual Operation 1 Click New 2 Select the SLA type There are four SLA type Asset Internal Asset group Asset External Vendor Severity and User SLA If SLA type is selected as Asset External Select vendor name from the dropdown list b Select the Vendor SLA type as Device or Call Category for which the SLA is fixed in the vendor master 4 Select SLA name from the dropdown list Select the Escalation trigger Example Before and After The SLA can be triggered before the response and resolution type and after the response and resolution time Enable the checkbox and define the time interval at which the alert is to be triggered Enter the Email id and Mobile number information in the respective column Click Save button to save the record created Click Reset button to reset the ent
88. escription WRIT INSTIL OM WRIT TECACONET C Oo OO O oh hIP Start Scanning lancel Type Wit v1 T Wit MII hhIP 8 Click Import Devices to import the assets into the application 9 Click Cancel button to terminate the process 10 Click View Scan Result button to get a complete picture of the status for each system in the network Copyright 2007 InsTIL All Rights Reserved Page 39 of 166 Ins TIL Confidence in IT User Manual leh Network Scan Import Devices View Scan Result Device Category Device Type IP Address Name Status Previous Category Router P b6U0R T1l 2 72 16 16 72 16 16 New Switch techconet alnis calmer New Server WINNT alele 72 16 12 New Import Devices View Scan Result Defining Asset Depreciation Depreciable assets are business assets which can be depreciated That is the value of the asset is considered as a business expense over the life of the asset The ability to expense an asset is useful for tax purposes Depreciable assets include equipment and other tangible assets Supplies cannot be depreciated because they are considered to be used within a single year and they are expensed during that year There are two methods by which the depreciation of an asset can be calculated 1 Straight Line Method 2 Declining Balance Method Straight Line Method The simplest and most commonly used depreciation method straight line depreciation is calculated by taking the purchase
89. escription list contains assets which were discovered earlier e Enable Install and select the asset from the asset description list to install agent e The asset in which the agent Is installed is displayed under repair and uninstallation tab e Enable Repair and select the asset from the asset description list to repair agent e Enable Uninstall and select the asset from the asset description list to uninstall agent p Admin Software Distribution Agent PN a 6 Agent aS Agent Setting Aanage Agent Discowerny Scheduler E Install Repair gt Uumninstall Searching and Filtering mi Asset Description Remarks Lfrassef pc precis pon com F hassSef pc precis pom com EE 1fpo chn dt 024 precifion com A po chn dt 024 precisi ay L po chn dt 025 precision com A po chn dt 025_precisi E IF pgog chrn dt 0O26 Precison COM A po chn dt 02 6 precrsi EI ey 1fpo chn dt 0O027 precifion com A po chn dt 027 precisi EE Al Lf po chn dt 028 precision com A po chn dt 028 _precisi iyfpo chn dt 0O29 precision COM A po chn dt 0O2090_preci i ma 1fpo chn dt 0O91 precifion com A po chn dt 0O91L precisi l S 2 pqg chn dt O91 precifion com A po chn dt 0O091_precisi Install Agent Discovery scheduler This feature enables the agent to run a routine scan on assets on a specific schedule and Copyright 2007 InsTIL All Rights Reserved Page 68 of 166 pins iil Confidence in IT User Manual Updates the result to the server
90. et is installed can also be provided as shown in the screen All the asset entries that are mandatory are marked with an asterisk The assets are discovered on both Windows and Linux platforms The administrator can also track the hardware and software changes that have been affected for a particular asset in the form of baselines The information related to the insurance and depreciation value for each assessment year can be viewed in the administrator menu The user and assets are linked automatically based on the windows login and this feature can be enabled only for Active directory environment The assets discovered through network scan will be available in the asset list The asset menu has also certain other purpose like a AMC Bulk Update b Custom Report c Import from CSV d Copy from last entry e Delete f Auto link Users and Assets The Asset menu can be viewed in two forms namely Thumbnail view and Detail view Thumbnail View J Admin gt Asset gt Asset Asset New E E aati Searching and Filtering Desktop E E E E E Seg ah 172 16 1 66 172 16 1 67 172 16 1 68 172 16 1 105 172 16 1 55 172 16 1 56 172 16 1 231 pg chn dt 026 preci pg chn dt 029 preci pg chn dt 027 preci ram precision com pg chn dt 028 preci pg chn dt 025 preci pg chn lt 048 precis SEX AIZAEY Al Bx alz aX Al vw Be AIF BX Al HX a im 172 16 1 68 pg chn dt 027 preci Dx a Server l j 172 16 1 192 172 16 1 57 as
91. etwork Name from the dropdown list 11 Enter the location detail of the asset Country City Location Floor Bay and Department Se oP TO SY Purchase and Support The assets purchase and support details are entered in this tab If the asset is under warranty then the user is allowed to key in the purchase detail If the asset is under AMC then the user is allowed to key in the vendor detail Copyright 2007 InsTIL All Rights Reserved Page 44 of 166 Asset aE E Admin gt Asset gt Asset A User Manual General Depreciation Insurance Hardware Software Baseline Warranty AMC Warranty O AMC No Coverage Purchase Details Support Details Source Supplier Name Symbiotic Support Contract Name Select Start Date 06 25 2012 a Start Date Ea End Date 06 25 2012 a End Date a Cost 985641 Cost Purchase Order No ASDFFER345 Contract Order No Purchase Date 03 12 2012 lt 3 Contract Date a Invoice No SWER32 Invoice No Invoice Date 07 26 2012 al Invoice Date Ea Date of Installation 07 26 2012 Sa Payment Voucher No Payment Voucher No QW23453 Payment Date 3 Payment Date 07 26 2012 al Tracking Date System Date User Specified 07 26 2012 Ea Update Delete Reset Cancel Operation l Select Warranty AMC No Coverage 2 Enter the purchase detail of the asset like the Source Supplier name PO Number Start date end date of the warranty period etc 3 If AMC enter the support details like the Support Contr
92. ew call origin perform the following task Admin gt Service Desk gt Call Origin E Call Origin Call Origin Phone Remarks Phone Save Reset Cancel Click New Enter the call origin Use Remarks field for any additional description Click Save button to save the record created Click Reset button to reset the entries Click Cancel button to cancel the process Oe w a Service Desk Severity Copyright 2007 InsTIL All Rights Reserved Page 88 of 166 J Aa InsTIL A J Confidence in IT User Manual Severity is a measure of the impact on the business of the failure of a service Severity is often measured by the number of people or systems affected The SD specifies the severity of the problem at the time of Classification of the call For each Severity there will be an SLA added which will start depending on the severity of the call Admin Service Desk gt Severity Severity 1 Severity Data centre unavailable ERP has stopped Impacts business Legal implications Unable to generate statements VNS NNS Unable to process Payroll Page 1 of 1 Records 1 6 of 6 i Gata Operation To add a new severity type perform the following task Admin gt Service Desk gt Severity A Severity Severity Data Centre unavailable Remarks SLA Details add SLA Response Time 00 10 HH MM Resolution Time 00 20 HH MM Up Time 100 gt From Date O51 2fe011 Sal Status
93. f1 1 Goto Add to Knowledge Base Remove From Call List Operation 1 The calls with the status closed and completed will be displayed in the grid 2 Click view to see the complete call history of the call 3 Select the calls that has to be added to the knowledge base 4 Click Add to Knowledge base to add the call to the knowledge base 5 Click View Knowledge base to see the calls that are added in the knowledge base 6 To remove a call from the database select the call and click Remove button 7 To search content from the knowledge base type a keyword and click Search knowledge base FAQ The FAQ module is to use to gather some information related to the queries posted The FAQ can be updated by the Service desk Administrator Technician and IT Manager if permissions are given by the Administrator in the settings menu Copyright 2007 InsTIL All Rights Reserved Page 152 of 166 w linsTIL A Confidence in IT User Manual _ Wtilitieas gt FAC i a How to configure Outlook Questions How To Check Configure Outlook 2007F Answer External URL seperated by 3 wt wy CECH cot Www example com Call Category Select Call Category wt Complaint Select Complaint wt Complaint Detail Select Complaint Detail wt Publish To User Document File Click Here Save Reset Cancel Operation Type the question for the FAQ Search keyword Type the answer Type the Url s for providing the informat
94. g Home My Calls Status Open Completed amp Closed Total This feature allows users to log in a service request or an incident with a proper description and also with a priority for the Service Desk to process accordingly The user can add an attachment w r t to the incident logged InsTIL also provides an option for the user to classify the call and based on the classification defined the calls are automatically assigned to the Technician Operation To add a new call perform the following tasks Incident gt Call Log Call Log Template Name Default Sall Logging Classification Monitor Flickering Problem Call Type Asset Product Asset Description L AakK THAIBEGUM techcone rel Problem Descriptian Call Priority High il Remarks Attachment Click Here Save Reset Cancel e Operation Copyright 2007 InsTIL All Rights Reserved Page 120 of 166 Count Mei Ca N 4 7 8 9 D Ins TIL l Confidence in IT User Manual Click New Select the call type as Asset or Product The asset description is automatically selected if the asset is linked to the user If asset user linking is not done select the asset from the drop down list From the drop down list select the priority at which the service needs to be attended The user can type the problem or the service request that needs to be solved Any additional information related to the problem can be provided in the Rem
95. gin 11 3 300 257 Adobe Systems Incorporated Adobe Systems Adobe Reader 9 5 1 9 5 1 Incorporated 04 12 2012 P Adobe Shockwave Player 11 6 11 6 4 634 Adobe Systems Inc C WINDOWS system32 Adobe ff AviSynth 2 5 f BATPRB Belarc Advisor 8 1 Bug Tracker 2 9 8 Unlimited User License CanSecure Retail P Compatibility Pack for the 2007 Office 12 0 6612 1000 Microsoft 11 28 2011 system Corporation Fd CPUID CPU Z 1 55 10 08 2010 C Program Files CPUID CPU Z Critical Update for Windows Media Player Microsoft 11 KB959772 Corporation 10 29 2009 P aana Reports Basic for Visual Studio 40 5 0 0 Business Objects 10 09 2009 ff EditPlus 2 P Extron Electronics EDID Manager 1 0 0 14 Extron Electronics 11 02 2010 C Program Files Extron EDIDManager ff Foxit PDF IFilter 2 1 1 1503 Foxit Software 01 11 2012 8 Foxit Reader P FreshDiagnose 10 27 2010 C Program Files FreshDevices FreshDiagnose C Documents and Settings LocalService Local F Google Chrome 19 0 1084 56 Google Inc 04 17 2012 Sangoi Dats Gougie Chrome eplication Hotfix for Microsoft NET Framework 3 5 4 Microsoft a SP1 KB953595 Corporation Hotfix for Microsoft NET Framework 3 5 4 Microsoft F SP1 KB958484 Corporation The administrator is given the provision to add software information like Software name Version Publisher Name and date of installations etc Baseline The baseline tab indicates information if there is any changes in the hardware and software confi
96. guration of the asset The application sends an alert to the administrator if there are any configuration changes to the assets This can be enabled in the settings menu of the Administrator Copyright 2007 InsTIL All Rights Reserved Page 48 of 166 om Instill a Confidence in IT Admin gt Asset gt Asset gt Asset General Purchase amp Support All baseline history Scan Date 10 21 2011 3 33 51 PM 10 21 2011 3 33 51 PM 10 21 2011 3 33 51 PM 10 21 2011 3 35 51 PM Software Operating System B Monitoring an asset SLA Hardware Software Start Time H End Time Description 500 GB Harddisk Model ST950032 545 USB Device I Logical Drive Total Space 107 GB Volume Serial Number 19 82432 1 Logical Drive Total Space 107 GB Volume Serial Number AB812490 K Logical Drive Total Space 285 GB Volume Serial Number B840B150 The parameters that can be monitored for Assets are Availability Monitoring User Manual a Filter Status Removed Removed Removed Removed Availability Management is a feature of monitoring the Availability status of your Critical Assets The administrator can manage the status of a device and generate an incident if the device is down The parameters specified for this feature is standard for all type of devices A green Pur diamond button indicates the status UP and a red button indicates a down status Parameters for Availab
97. he application will raise a default alarm message containing the Monitor value detected and the threshold value defined The administrator can rephrase the message before and after the content mentioned within the symbol as the application would replace the real time numerical value after the symbol 11 Automatic Incident Raising if the Threshold Condition is met This administrator can select any one of these option to trigger an automate trouble ticket when a device crosses the threshold condition Three options are available to be set they are I Raise an incident ll Raise an Incident and Un Manage the device iil None take no action 12 Click on Save to submit the changes 13 Click on Reset to clear the values defined 14 To delete a record click on d button and click on delete to remove the record Note The similar configuration process implies to all other interface parameters available for an asset Utilization Graph The traffic utilization Errors and Discards graph for an interface parameter can be viewed for a particular device Traffic Graph The traffic graph lets you view the graph in terms of value for inbound traffic Outbound Traffic amp Total speed We can see traffic graphs for different time periods by choosing the appropriate values from the Filtering options Box The default graph is for the Last 12 Hours The table with the graph shows the legend along with Copyright 2007 InsTIL All
98. he list and perform the required changes and click update 6 To delete an existing record select the record from the list and click delete Defining Organization Country The below fig shows the option to create the country name where the organization is created This will be helpful to map the Asset Once InsTIL is integrated with the ADS the country details are automatically added to the country masters Admin gt Organization gt Country Country Ss Country P India f USA F Dubai Fage lofi Records1 i 3o0of3 1 Goto Operation Click New Enter the Country name Click Save button to save the entry created To clear the fields click Reset button Ae SLY a To update an existing record select the record from the list and perform the required changes and click update 6 To delete an existing record select the record from the list and click delete Defining Organization City Copyright 2007 InsTIL All Rights Reserved Page 20 of 166 A lnsTIL A D Confidence in IT User Manual The city where the organization is located is created using this option The below fig shows how to add a new city P Admin gt Organization gt City Wi city Filtering Country City ff India Chennal Fi USA chicago P Dubai sharjah Page i ofi Recordsi 3of3 1 Goto Operation Click New Enter the city name and select the country name from the drop down list Click Save button to s
99. hik techconet co i pg chn dt 024 preci Uxa zZDxa Copyright 2007 InsTIL All Rights Reserved Page 42 of 166 InsTIL Confidence in IT Detailed View J Admin gt Asset gt Asset Asset F Asset Description Part Description Asset Group 8 5 pa chn dt 027 precisio Desktop HP dx2480 MT rA E 1 pg chn It 048 precisior Desktop HP Compag 67 Desktop i a E i pg chn dt 026 precisio Desktop HP dx2255 MT Desktop Fd B 1 pg chn dt 027 precisia Desktop HP dx2480 MT Desktop f m T B 1 ram precision com re Desktop HP dx2480 MT Desktop 2 A 2172 16 1 48 172 16 1 Access Point Hewlett Par Access point 2 B E 2172 16 1 47 172 16 1 Access Point Hewlett Par Access point 2 B E 2 17216 1 49 172 16 1 Switch Hewlett Packard Switch JD A E 172 16 14 35 172 16 1 Switch NETGEAR Netgea Switch 2 B D 2172 16 1 1 172 16 1 Switch Hewlett Packard Switch q iT Page lof2 Records1 100f20 4 4 1 2 M Goto 1f Operation Vendor Systech Precision Alset Compaq Precision Areva HP Precision Precision Compaq User Manual Searching and Filtering Address India Delhi Rajaji Nac India Chennai Nungai India Hyderabad Sec India Hyderabad Mus India Banglore Electri India Banglore Hebbe India Banglore JJ Nac India Banglore Richm India Chennai Nungai To add a new asset manually perform the following task General Copyright 2007 InsTIL All Rights Reserved System
100. ic Incoming Error Copyright 2007 InsTIL All Rights Reserved Page 118 of 166 a InsTIL Se Confidence in IT User Manual Outgoing Error Traffic Utilization R incoming Traffic Utilization T outgoing Total Bandwidth amp Availability Report parameters 2 Servers 9 Reports This section provide a graphical representation of complete set of Availability Health status amp Interface Monitoring reports for Server category based on the CPU Utilization Memory Utilization Disk Utilization Incoming Traffic Outgoing Traffic Traffic Utilization R incoming Traffic Utilization T outgoing Total Bandwidth amp Availability Report parameters 3 Domain Controllers 9 Reports This section provide a graphical representation of complete set of Availability Health status amp Interface Monitoring reports for Domain Controllers category based on the CPU Utilization Memory Utilization Disk Utilization Incoming Traffic Outgoing Traffic Traffic Utilization R incoming Traffic Utilization T outgoing Total Bandwidth amp Availability Report parameters 4 Routers 10 Reports This section provide a graphical representation of complete set of Availability Health status amp Interface Monitoring reports for Routers based on the CPU Utilization Memory Utilization Incoming Traffic Outgoing Traffic Incoming Error Outgoing Error Traffic Utilization R incoming Traffic Utilization T outgoing
101. ies Hierarchy Lewel Execution Sequence 3 Add Rule Activity Type Assign Type Technician Hierarchy Lewel Activity Action Type Fd x Approval Others Anjan Prakash Optional Parallel ra W Execution Technician Techi Optional Parallel 4 n E IT t Steps for creating a new rule Step 1 Click New Step 2 Enter the rule name in order to identify a rule Step 3 Select the call category from the dropdown list which is created as masters For example Application Hardware etc Step 4 Select the sub category levels from the masters if required Step 5 Enable the Alert By as E mail SMS Copyright 2007 InsTIL All Rights Reserved Page 95 of 166 a InsTIL p Confidence in IT User Manual Step 5 Select the Technician name to which the rule is to be applied Step 6 The action type is either selected as Optional or Required Note Optional Action type means the selected technician is optional for completing the call Required Action type means the selected technician is definitely required to complete the call Step 7 Select the execution type as either Parallel or Series Note Parallel refers when a particular call is assigned to multiple technicians either of the technicians can attend the call Series execution type refers when a call is assigned to multiple technicians the technician has to respond to the call according to the sequence that is defined Step 8 Click Add rule to save Step 9 Repeat step 8 to add multipl
102. ification and recording of items of corporate infrastructure for financial control purposes The administrator has to create the Asset for the user so that the user could log in incident for his her asset The InsTIL system can also be used for Availability Performance Interface Monitoring and Alerts of critical IT Assets This asset entry forms the basis of all activities done at the service desk and by the technician The assets configuration detail location detail purchase and support details are recorded in this form The AMC bulk update feature is provided for updating the AMC of the assets to warranty The administrator has the provision to create custom based templates for pulling out information related to the assets These templates can be created based on the administrator s needs The screen shown below is self explanatory as the admin is required to provide information related to the serial number that asset Copyright 2007 InsTIL All Rights Reserved Page 41 of 166 Ins TIL t A D Confidence in IT User Manual carries Audit number is something most organization follow it is a sequential numbering system followed within the organization and the assets are identified by their internal IT department by this number Select the Family Part and the Asset group which this asset belong to from the drop down list If the asset is a Server or a desktop specify the OS License number Similarly the location where the ass
103. ility Management 1 Device Status 2 Monitoring Interval 3 No Of Times to Ping 4 Time to Live 5 Packet Length 6 Time out 7 Automatic Incident Raising Copyright 2007 InsTIL All Rights Reserved Page 49 of 166 a lns te T Confidence in IT User Manual Performance Monitoring A process of collecting and analyzing the data of a device based on its performance Performance Monitoring enables an administrator to monitor the performance of a device when there is a critical issue on its performance Based on the information passed through the various parameters returned by the application the administrator can work on a solution to solve the issues faced by the users on the device The parameters defined varies from device to device Parameters for Performance Monitoring Hosts CPU Utilization Memory Utilization Disk Utilization Process Count oe a Routers CPU Utilization Memory Used Memory Free Big Buffer Hits Big Buffer Misses Big Create Failures Medium Buffer Hits Medium Buffer Misses Small Buffer Misses Temperature Total Huge Buffer Hits Total Huge Buffer Misses Total Large Buffer Hits Total Large Buffer Misses Se eS a a pb d o pe KW N Interface Monitoring Interface monitoring is a process of collecting and analyzing the data from an interface to depict its performance The Interface Monitoring application enables the administrator Copyright 20
104. ion Upload a document file Select the Call Category Complaint and Complaint detail if needed to group the FAQ Enable Publish to user knowledge base to be viewed by the end user Click Submit to save the FAQ created To view a FAQ select search FAQ and type the keyword to be searched and click search a a Ss oe IS Change Password This screen is used to change the password Only local user can change their password Operation 1 Enter your current password 2 Enter your new password and confirm password 3 Click change to change the password Copyright 2007 InsTIL All Rights Reserved Page 153 of 166 i InsTIL Confidence in IT User Manual Changing Password for sd Current Password 7 c ooe Cancel Preferences Preferences feature helps you to set mail alerts for particular status calls and dashboard preferences on home page depending on the call status date filters priority asset group category department location user classification and call category If the preferences are not set the default settings will be used a AD Preference Call Status I Assigned I Pending Acknowledge Response Re ssigned M Observation I Stand By IM Re Classified I Completed Date Filter LJ call Status C assigned C Pending Cl acknowledge Cl observation Cl Response Cl Stand By 9 since Last Year 2 Since Last Month 2 Since Last Week ll Asset Group P Desktop P Priority C cr
105. itical C Gendral P Department C High C CORPORATE S CJ Low C Directors Cl spP F Category C1 spPL C Desktop Copyright 2007 InsTIL All Rights Reserved Page 154 of 166 om INsTIL t A J Contidence in IT i Department CORPORATE ii User Manual ory C critical Cl Gendral C High Cl Low C Directors sop P Category H sor ka C Desktop Cl server Cl User Classification Cl Domain Controller P Ec C Printer Cl Location ClT Nagar CJ adayar Cl call Category Cl Service Request Cl admin Request J incident CI test Set Preference Reset Operation 1 Click Preferences on the home page 2 Click the required status calls for mail alerts 3 Click the required status calls for dashboard preferences 4 Select the date filter 5 Select the priority 6 Select the required asset group category department location user classification call category 7 Click Set Preference to save the settings 8 Click Reset button to reset the field entries Task Task can be created and assigned to self and groups Some of them include l Backup Tasks 2 Preventive maintenance task 3 Information on meeting Etc Copyright 2007 InsTIL All Rights Reserved Page 155 of 166 ii s Ins TIL Confidence in IT User Manual 4 Re occurrence is set for Daily Weekly and Monthly frequencies m Utilities gt Task MA Task Subject InsTIL 3 0 Bug Fixes Review Departmen
106. ives his feedback The severity of the call is selected The call category complaint and complaint detail related to the request issues raised is classified 5 SLA override option is provided in case if the SD wants to override the organization calendar so that the technician has to attend the call irrespective of the defined SLA 6 Attachment option is also provided if the SD wants to add a screenshot related to the incident a Se Copyright 2007 InsTIL All Rights Reserved Page 129 of 166 TM J InsTIL f i p Confidence in IT User Manual Incident gt Call Update Call Update UserName gt Initiated By Template Name Initiated Name Logging Soop Assign Update Visit Details SLA Classification Microsoft Outlook issue User Call Category Incident w l SE Unable to send receive mails l Service Desk Investigation from outlook Complaint Mail Issue kd Complaint Detail Mail Box Related Issues Severity Impacts business Prepone SLA Ows E Submit Cancel Assign Re Assign There are two activities involved in the Assign Process Execution Process In the execution process the incidents are assigned directly to the respective Technician and the Technician updates the call upon resolving the incident If the activity type is selected as Execution then the following steps has to be done 1 Select Assign type as either Technician or Vendor 2 Select the Technician name form the dro
107. ll Select the calls that has to be added to the knowledge base Click Add to Knowledge base to add the call to the knowledge base Click View Knowledge base to see the calls that are added in the knowledge base To remove a call from the database select the call and click Remove button ee ee To search a content from the knowledge base type a keyword and click Search knowledge base FAQ The FAQ module is to use to gather some information related to the queries posted The FAQ can be updated by the Service desk Administrator Technician and IT Manager if permissions are given by the Administrator in the settings menu Copyright 2007 InsTIL All Rights Reserved Page 99 of 166 jia TM w linsTIL Confidence in IT User Manual i Wtilitieas gt FAC E How to configure Dutlook Questions How To Check Configure Outlook 2007F Answer External URL seperated by 3 wow Cech co in www example com Call Category Select Call Category wt Complaint Select Complaint wt Complaint Detail Select Complaint Detail wt Publish To User Document File Click Here Save Reset Cancel Operation 1 Type the question for the FAQ Search keyword 2 Type the answer 3 Type the Url s for providing the information 4 Upload a document file 5 Select the Call Category Complaint and Complaint detail if needed to group the FAQ 6 Enable Publish to user knowledge base to be viewed by the end user 7 Click Submit to save the FAQ c
108. ll priority master is hard coded as High Medium and Low The administrator can add more call priorities to the master Copyright 2007 InsTIL All Rights Reserved Page 86 of 166 fe eee Ce Flog A InsTIL t WT Confidence in IT User Manual Admin gt Service Desk gt Call Priority Call Priority genecccocnosccry Call Priority High Low Medium Page 1 ofi Records 1 3of3 1 Goto Operation To add a call priority perform the following tasks Admin gt Service Desk gt Call Priority Call Priority Call Priority Significant Save Reset Cancel 1 Click New Enter the description of the call priority 3 Click Save to save the entry created Service Desk Call Origin Every call received at the service desk from the user needs to be provided as to where the call originated or how the problem or issue is informed to the service desk The user would have used the web or phone or mailed the service desk to intimate the problem or Copyright 2007 InsTIL All Rights Reserved Page 87 of 166 E J InsTIL A Confidence in IT User Manual issue Such mode of call is created in this master screen By default the call origin option is hard coded in the application as Web Phone E mail and Threshold Admin gt Service Desk gt Call Origin Call Origin iNew Call Origin E Mail Phone Fa web Page 1 of 1 Records 1 3 of 3 i Goto Operation To add a n
109. ll the Assets of the selected vendor name which is in warranty period is displayed 6 Click AMC and fill the Support details for the asset 7 Click update button to update the changes performed Action gt Custom Report Custom report is enabled for the administrator to generate his own reports based on various filter types like Configuration Location Purchase Support Hardware Software and Operating system The output columns can also be designed by the administrator This custom based report can be hence converted to Excel or Word format with the desired results The snapshots of few filtering types are shown below Copyright 2007 InsTIL All Rights Reserved Page 63 of 166 InsTIL Confidence in IT B Admin gt Asset gt Custom Report Custom Report Template Name Server Group Remarks Configuration Location Purchase Support Hardware Software Operating System Output Columns Base Category W Host I Network Device Category C Part Description L Access Point z E Desktop Compaq 420 E Desktop E E Desktop DSDT C Domain Controller E Desktop Dx2255 MT E Firewall E Desktop HP Compaq 6720s F printer m F Necltan HP Camnan nvf11N RFRIQPA ANT Model V Asset Group V AWRDACPI W Server Groups v Compaq 420 W DSDT Dx2255 MT Vl He Camnan A72N 2 Save amp Preview Delete Reset Cancel Configuration Location Purchase Support Software
110. ls Asset e Maximum Calls Call category e Maximum Calls Duration Copyright 2007 InsTIL All Rights Reserved Page 158 of 166 aN Ins TIL v i Confidence in IT User Manual e Maximum Calls Engineer e Maximum Calls User e Re occurrence e Wrong classification e User e Time sheet e Call Summary e Call Priority Summary e Technician Pending calls e Technician call summary e Category based calls e SLA Report e Deviated Pending calls Engineer wise e Incident at a glance report e Summary reports e Location wise call report e Periodical call report SLA Analysis 1 SLA analysis IT Organization 1 Attendance report Alerts and Notification AMC Warranty and SLA reminders Task reminders Escalation Details SMS PWNE Custom Reports Sample Custom report is shown below Copyright 2007 InsTIL All Rights Reserved Page 159 of 166 va InsTIL Confidence in IT User Manual 3 Reports gt Asset B Asset Asset Detail qu AMC Reminder Warranty Expiry Reminder Asset Transfer Asset Physical Verification BaseLine Report Type Detail Operations Select the report type as Detail adds the required fields and save the report Copyright 2007 InsTIL All Rights Reserved Page 160 of 166 InsTIL Confidence in IT Report Designer Report Name Report Type Available Columns Asset Description Asset Group Asset Id Asset Serial Number Audit Serial Number Bay
111. lt Customize W Alert technician by email when a call is assigned Default Customize W Alert service desk by email when the call is assigned Default Customize W Alert user by email when the call is updated Default Customize W Alert technician by email when the call is updated Default Customize W Alert service desk by email when the call is updated Default A Customize W Alert user by email when the call is updated as pending Default l Customize W Alert technician by email when the call is updated as pending Default A Customize Alert service desk by email when the call is updated as pending Default A Customize Alert user by email when the call is updated as completed Default Customize Alert technician by email when the call is updated as completed Default Customize Wl Alert service desk hv email when the call is undated as comnleted Default Customize An example is shown below for the customization of the SMS content to be triggered throughout the incident lifecycle Copyright 2007 InsTIL All Rights Reserved Page 105 of 166 Ins TIL eye Alert Settings Email 5M5 Title W Alert user by SMS when a call is logged Alert service desk by SMS when a call is logged Alert user by SMS when the call is classified Alert service desk by SMS when the call is classified Alert user by SMS when the call is assigned Alert technician by SMS when a call is assigned Alert service desk by SMS when the call is assigned
112. lue is set as gt the application will raise an alarm if the threshold value increases beyond the threshold vale set 5 Threshold Enter the Threshold value for the CPU Utilization parameter A threshold value can be specified for each monitored metric It is used to determine the point at which the network operator should be alerted to a problem 6 Rearm Value Enter the Rearm Value A rearm value enables the monitor to generate a cancelling event when the metric has returned to an acceptable value This helps prevent multiple events from being generated for the same problem 7 Consecutive Value Enter Consecutive value betweenl to 10 This value is set to enable the monitor to check for a consecutive occurrence of a threshold based on the value defined and generate an alarm 8 Message Enter your Message content for an Alarm message The basic function of this feature is to trigger an alarm message whenever the application detects a override in the threshold defined During such process the application will raise a default alarm message containing the Monitor value detected and the threshold value defined The administrator can rephrase the message before and after the content mentioned within the symbol as the application would replace the real time numerical value after the symbol 9 Automatic Incident Raising if the Threshold Condition is met This administrator can select any one of these option to trigger an aut
113. ly the Service Desk can set preference for different categories like priority Asset oup department etc il s User Manual Cl call Status LJ assigned LJ classified LI mew J observation Pending Re open Cl acknowledge Stand By Cl clarification Cl work in Progress ClRe Classified Re assigned L Response Cl priority LJ critical C sendral LJ High CJ Low Cl category Cl Desktop Cl Server Cl Domain Controller Cl Printer A T Country Cl tndia 5 Click the Set Preference Button to set the Preferences Task Task can be created and assigned to self and groups Some of them include e Backup Tasks e Preventive maintenance task e Information on meeting Etc e Re occurrence is set for Daily Weekly and Monthly frequencies e The screen for setting task is shown below Operation Copyri ight 2007 InsTIL All Rights Reserved Page 136 of 166 Ilil IT T rs f a instil a mel User Manual 1 Click the Add New Task 2 Enter the Subject Brief outline of the task to be set 3 Enter the From Date The task will be triggered starting from this date 4 Enter the Due Date of the task 5 Set the Priority level High Medium and Low 6 Enter the Content of the Task 7 Select Alert By either through his dashboard or E mail SMS 8 Select the frequency of occurrence of the task daily weekly or monthly 9 Select the user names whom the reminde
114. me Hew Action o Searching and Filtering User Name Asset Description Problem Description Call Date Status Assigned To Depa ul 1 172 16 1 94 7 172 16 194 Mouse not working properly S 31 2011 3 47 59 PM New ui 1 172 16 1 94 172 16 1 94 Email sendRecelve problem S S1 2011 3 35 09 PM New ul L BSLAIIR techconet coin BOL keyboard problem 6 91 2011 1 13 19 PM New ul 1 B4ALAIIR techconet co in BAL monitor issue 6 3172011 1 03 33 PM Acknowledge tech Sibi 1 172 16 1 94 172 16 11 94 test call 6 30 2011 1 13 50 PM Classified ul L MILE Way techconet coin VE printer not working 6 90 2011 12 51 34 PM Re Open ITIL ul L MILEY Way techconet coun VP RAM upgarde request 6 30 2011 12 46 49 PM Completed Reje Admin ITIL Sibi 1 172 16 1 94 172 16 1 94 Outlook configuration request o S0 2011 12 20 21 PM Classified ul L MILEY Way techconet coin Yi Monitor flickering problem 6 28 2011 10 32 09 AM Acknowledge tech ITIL ul L MILEY WAY techconet coun VP printer printing problem o 26f2011 9 46 34 AM Work in progres techi tech ITIL 4 i gt Copyright 2007 InsTIL All Rights Reserved Page 127 of 166 7 Q gt AOADnT Ins TIL Confidence in IT User Manual Calls Call Category Wise 1 Warranty AMC Reminder Type Count Expiry In Remind Type Date Mo records found x Calls Priority Wise Iv ME AdminRequest ME Service Request MGS Inddert Calls User Classification Wise ESS Hish E Medium Calls Call Status Vise ES CEO
115. mpany logo so that it appears on the screen Click Update button to update the records oy pa Admin Organization gt Company PN SS Company Mame Precision Techconet Pwt Ltd Mowe 1st Floor Habibullah Road T Magar Chennai 600 O17 Tamil Madu India S amp Odress Phone Number 044123465789 mail Id salesminstilservicedesk com Internal URL http ff1F2 16 1 106 instil External URL Service Desk Phone Number Lago Size 150x74 Update Reset Copyright 2007 InsTIL All Rights Reserved Page 14 of 166 TM D INS w Confidence in IT User Manual Defining Organization Mail Server Setting The below screen shows the Mail Server Setting This screen enables the Administrator to provide the SMTP server settings for the mail triggering functionality in InsTIL There is an option provided for the administrator to enter the secondary mail server information if required 3 Admin gt Organization gt Mail Server Setting WAS Mail Server Setting Clear Mail Server Setting From Database Server 172 16 1 25 Port 2 Mail Format HTML Plain Text This server reguires 4 secure connection SSL L Requires Authentication User Name Password Service Desk Email Id sibi techconet co in Alert Fram Email Id sibi techconet co in Test Mail Settings Save Reset Operation 1 Enter the information of SMTP server IP and port details 2 Select the mail format as eithe
116. n Speed Threshold j dbase Up 65539 VMware Accelerated AMD PCNet Adapter 1 00 Gbps Not Set Available Interfaces Remove Interfaces For illustration let us configure the threshold for any one of the Interface available fora device The parameters displayed in grey are non editable and the administrator can re assign the values ss for the mandatory parameters marked as They are Monitoring Interval This parameter enables application to monitor the device every 15 minutes which is set as default The administrator can change value according to his need and requirement Copyright 2007 InsTIL All Rights Reserved Page 57 of 166 InsTIL NES Confidence in IT User Manual 2 Admin gt Asset gt Asset Device Detail 3 COMET TECHCONET CO IN VMware 56 4d 06 02 19 94 74 f5 al 4b 43 a3 98 de e2 92 MODE WMI Dashboard Availability Parameters Performance Parameters Flee Alarms Threshold gj Today s Availability Status gt Up Interface Description VMware Accelerated AMD PCNet Monitoring Interval 20 Speed 1000000000 bps In Speed 1000000000 bps Out Speed 1000000000 bps NotMonitored EE Down Update Reset Cancel Tii In Speed This parameter specifies the maximum inbound speed of the interface If the value specified in the device configuration is changed the value gets updated in the application when the device is re discovered through a manual or a scheduled auto discovery feature
117. n Type as either Manager or Others 2 If the Assign type is selected as Manager then the incident is directly sent to the reporting manager of the user for Approval 3 If the Assign type is selected as Others then select the user name for whom the incident has to be sent for approval 4 Define a activity for the approver to perform on the incident 5 Select the Execution type as either Series or Parallel This implies whenever a scenario like multiple person required for approving an incident 6 Click Add to add the approver selected 7 The same incident can also be sent to multiple approver in this scenario follow the above steps from 1 to 6 8 Click Submit to submit the incident Copyright 2007 InsTIL All Rights Reserved Page 131 of 166 ep inst Confidence in IT User Manual User Name gt Initiated By Template Mame Initiated Name Logging Classification Update Visit Details SLA IM assign Activity Type Assign Type Assign To Hierarchy Level Activity Execution Typ SLA Type Assign Date Time No records found lt m Activity Type Execution amp Approval Vendor Trouble Ticket No Assign Type Others w kindly approve for upgrading SLA Type cavity to latest version Assign To Smita Ajay Kumar w Hierarchy Level Execution Type Series Parallel Sequence 1 Assign Date a Add Utilities Attendance This feature enables the user to mark the Punch In time and Punch Out time for the parti
118. n existing record select the record from the list and click delete Defining Organization Vendor The Vendor details of the organization are created in the Vendor master The contact details and the SLA detail s of the vendor can also be added fis Admin Organization gt Vendor F Yendor Contact Details SLA Details Mame Precision Infomatic Phone Mo 42199500 No 22 1st Floor Al Fax Mo 42199500 Address Road a T MHagag Chennal 600017 Hea ESesrad oy LLEAMEN sales instilservicedesk c City henna naa Escalation 2 E Mail Bineede 500017 ie Escalation 3 E Maill Save Reset Cancel be Admin gt Grganization gt Vendor 7 Vendor General SLA Details Contact Name Sally Phone Na 47199500 22 Habibullah Road T Nagar Address Chennai Contact Description City Chennai Fax No Mobile No 9933997777 Mail Id solly precisionit co in Update Name Address City Phone No Mobile No Fax No Mail Id Description P x Solly 22 Habibullah Road T Nagar Chennai Chennal 42199500 9986997777 solly precisionit co in Update Delete Reset Cancel Copyright 2007 InsTIL All Rights Reserved Page 24 of 166 jia TM lns IL W P Confidence in IT User Manual General Contact Details Response Time 00 15 HH MM Resolution Time 00 30 HH MM SLA Type PREN Up Time 39 Call Category s From Date 04112011 al To Date 0411 2012 a SLA For Status Active Update SLA Type SLA For
119. nch Out time for the particular day This feature is made available for all the roles in InsTIL Operation 1 Select Punch In time and submit which marks the in time for the user i Utilities gt Attendance Zz pa i a i FE Attendance O In Time O Out Time Submit 2 Similarly select Punch Out time and submit which marks the out time for the user wre Utilities gt Attendance ba Attendance O In Time Tei Out Time Submit Knowledge Base The knowledge base is populated with the information from the incident data All incidents with status as Completed or Closed will be displayed in the Grid These incidents can be moved to the knowledge base The administrator has the provision for updating the knowledge base or the administrator can be given the permission for viewing the knowledge base alone Copyright 2007 InsTIL All Rights Reserved Page 98 of 166 A InsTIL s A D Confidence in IT User Manual Utilities gt Knowledge Base A ih Knowledge Base View Knowledge Base List Filtering CallId Description Investigation Finding Action Taken Call Category 1 monitor problem monitor problem a new monitor replac Hardware Desktop Fage i ofi Recordsi iofi 1 oto dd to Knowledge Base Remove From Call List Operation The calls with the status closed and completed will be displayed in the grid Click view to see the complete call history of the ca
120. nel of the screen 2 Admin gt Asset gt Category Fa Category Category Base Category Network Device Unknown Copyright 2007 InsTIL All Rights Reserved Page 27 of 166 TM ae thay l hS Confidence in IT User Manual To add a new category name 1 Click New 2 Enter the category name 3 Select the base category type from the dropdown list The base category type defined by default are Host Network Device and Unknown 4 Click Save button to save the record entered 5 Click Reset button if you need to reset the field entries Defining Asset Device Type The device type of the assets can be added manually apart from the already discovered device type when the auto discovery process is done For each device type the number of assets available is also shown Admin gt Asset gt Device Type Device Type k ad Device Type No OF Assets g Microsoft Windows Server 2003 R2 3 Microsoft R Windows R Server 2003 Standard Edition a g Microsoft Windows Server 2003 all g ProCurve Switch 2650 CR al Microsoft R WindowsR Server 2003 Enterprise Edition 3 g Microsoft Windows P Professional 2 g Windows QO Windows Server R 2008 Enterprise ab Page 1 of 1 Records 1 8 of amp 1 Goto Operation The below fig represents the create option for Asset Device Type The administrator can create the Device Type as shown in the top panel of the screen Copyright 2007 InsTIL All Rights Reserv
121. nsTIL p Confidence in IT User Manual 2 Enable the check box Send mails to service desk in order to send a mail alert to the service desk for all the status of the call Incident Classification The automated service desk functionality brings into the process of call logging self automated Once the call is classified by the user the calls are automatically sent to the technician support person Technician can also re classify the call if the classification selected by the user is in appropriate Enable User can classify the call in order to give the permission to classify the calls 2 Enable Technician can re classify the call to change the call classification selected by the user Call Id sequence The administrator has the provision to set the call Id sequence number For example if the call id has to be started from id 100 he can set the call sequence number as 100 User Asset linking This feature enables administrator to customize user asset linking according to various considerations like department country city floor etc So it is not mandatory to link the assets and user manually The asset description will be listed according to various Considerations set by the administrator Asset Serial Number This setting enables the administrator to select the priority for capturing the Asset Serial Number of an Asset Based on the priority and options selected the application will capture the information during
122. nsTIL Compressed File Network Name Import Cancel Operation Click on Utilities gt Asset Offline Import Click on Browse gt Select the file named InsTIL The network name will automatically be displayed based on the file selected Click on Import to complete the process PWNEP Copyright 2007 InsTIL All Rights Reserved Page 114 of 166 TM A VN T E hS Confidence in IT User Manual InsTIL Services All the services in InsTIL are configured in this particular screen which enables certain triggers as defined in the product functionality Operation To enable a particular service perform the following task l Select the system name where the InsTIL Timer application is configured and select the Start button Utilities InsTIL Services InsTIL Services Timer Mame Timer Interval System Mame ction Tasks 00 10 HH Mmm Import 00 30 HH mm Export 0 30 HH Mm Schedule Metwork Scan O0 0 5 HH MM Schedule Active Directory HH mm AMZ A wW arranty Reminder HH mMm SL4 Reminder HH Mmmm Technician Reminder 0 05 HH Mmm User Escalation 0 05 HH Mmmm Asset Escalation 0 05 HH Mmm Severity Escalation 00 05 HH mm wendor Escalation 00 05 HH Mmm Call Close a Days Clarification Alert 00 0 HH mm Reports InsTIL application has the option to generate reports related to the Asset Call Details Escalation and Alerts and Notifications These reports can be viewed in detail for various types of grouping which
123. nutes and triggers the application to query the device based on the value set The default is set to 20 mins 5 Severity Select any one of the Severity parameters Attention Trouble or Critical This is a pre defined value and cannot be appended or editable 6 Operator Select the operator value gt or lt If the value is set as gt the application will raise an alarm if the threshold value increases beyond the threshold value set 7 Threshold Enter the Threshold value for the CPU Utilization parameter A threshold value can be specified for each monitored metric It is used to determine the point at which the network operator should be alerted to a problem 8 Rearm Value Enter the Rearm Value A rearm value enables the monitor to generate a cancelling event when the metric has returned to an acceptable value This helps prevent multiple events from being generated for the same problem Copyright 2007 InsTIL All Rights Reserved Page 59 of 166 a InsTIL p Confidence in IT User Manual 9 Consecutive Value Enter Consecutive value between 1 to 10 This value is set to enable the monitor to check for a consecutive occurrence of a threshold based on the value defined and generate an alarm 10 Message Enter your Message content for an Alarm message The basic function of this feature is to trigger an alarm message whenever the application detects a override in the threshold defined During such process t
124. oard preferences on home page depending on the call status date filters priority asset group category department location user classification and call category If the preferences are not set the default settings will be used Copyright 2007 InsTIL All Rights Reserved Page 145 of 166 InsTIL Confidence in IT User Manual a2 Preference Call Status I assigned M Pending I Re Assigned M acknowledge I observation M Stand By M Response IM Re Classified I Completed Date Filter C call Status Cl assigned C Pending Cl acknowledge Cl observation P Asset Group C Response 2 since Last Year 2 Since Last Month Since Last Week C stand By Fj Desktop F Priority C critical Cl Gendral Cl Department C High C CORPORATE Cl Low C Directors _ Cl sop Cl spPL em thee C Desktop loar LI Wf Preece ill Category C critical Cl Gendral Cl Department C High C Low gt CORPORATE i E C Directors Ol spp ClsoPL P Category Desktop lt E Cl Server C User Classification Cl Domain Controller lcea C Printer i a Location ClT Nagar CJ adayar LC call Category Cl Service Request Cl Admin Request Cl tncident CI test Set Preference Reset Operation Click Preferences on the home page Click the required status calls for mail alerts Click the required status calls for dashboard preferences Select the d
125. omate trouble ticket when a device crosses the threshold condition Three options are available to be set they are a Raise an incident b Raise an Incident and unmanage the device c None take no action 1 Click on Save to submit the changes 2 Click on Reset to clear the values defined un 4 3 To delete a record click on button and click on delete to remove the record Note The similar configuration process implies to all other parameters available for an asset Copyright 2007 InsTIL All Rights Reserved Page 56 of 166 ff f x wm lnsTIL p Confidence in IT User Manual Interface Parameters The interface feature lists all the interfaces available in the device to be monitored For the application to import the interface details of the device SNMP need to be installed on the device and the port has to be opened and given a read access minimum By default on selecting the interface menu the application would display an empty dashboard shown as No Records Found To add an interface Click on Available Interfaces This would list all the available interfaces in the device Select the check box and click on Add Interfaces for the selected interfaces to be monitored T Admin gt Asset gt Asset Device Detail 3 COMET TECHCONET CO IN VMware 56 4d 06 02 19 94 74 f5 a1 4b 43 a3 98 de e2 92 MODE WMI Dashboard Availability Parameters Performance Parameters Alarms Status Index Interface Descriptio
126. or acquisition price of an asset subtracted by the salvage value divided by the total productive years the asset can be reasonably expected to benefit the company Declining Balance Method The reducing balance method of depreciation provides a high annual depreciation charge in the early years of an asset s life but the annual depreciation charge reduces progressively as the asset ages Copyright 2007 InsTIL All Rights Reserved Page 40 of 166 TM J InsTIL f i Confidence in IT User Manual Admin gt Asset gt Depreciation 8 Depreciation Asset Category Assessment Year 2003 Method Straight Line Declining Balance Depreciation 20 Life Time of Asset In Years 4 Claim For Whole Year Days Elapsed Update Delete Reset Cancel Operation 1 Click New 2 Select the Asset category from the dropdown for which the depreciation value is to be defined 3 Select the Assessment year from which the depreciation value to be calculated 4 Select the depreciation method as either Straight line or Declining Balance method 5 Enter the depreciation percentage value 6 Enter the Life Time of Assets in years 7 Select the Claim value to be calculated in terms of Whole year or Days elapsed 8 Click Update so the depreciation value is calculated for the selected Asset Category Defining Asset Asset The below fig shows the create option for Asset Asset Management is generally concerned with the ident
127. pdown for whom the incident is to be assigned 3 Define a activity for the Technician for resolving the incident 4 Select the Execution type as either Series or Parallel This implies whenever a scenario like multiple person required for resolving an incident 5 Click Add to add the technician selected 6 The same incident can also be assigned to multiple technician in this scenario follow the above steps from 1 to 6 7 Click Submit to submit the incident Copyright 2007 InsTIL All Rights Reserved Page 130 of 166 TM J InsTIL f W Confidence in IT User Manual User Name gt Initiated By Template Mame Initiated Mame Logging Classification Assign Update Visit Details SLA 4ssign Activity Type Assign Type Assign To Hierarchy Level Activity Execution Typ SLA Type Assign Date Time Statu No records found lt ti gt Activity Type Execution O Approval Vendor Trouble Ticket No Assign Type Technician Check configuration setings in SLA Type Activity outlook Assign To techl Hierarchy Level Execution Type bl Series Parallel Sequence 1 Assign Date al Add Approval Process In the approval process for certain service request like any software purchase request server access request etc can be sent to either the Reporting Manager of the user or to any other user who is part of the domain If the activity type is selected as Approval then the following steps has to be done 1 Select Assig
128. pleted will be displayed in the grid Click view to see the complete call history of the call 10 Select the calls that has to be added to the knowledge base 11 Click Add to Knowledge base to add the call to the knowledge base 12 Click View Knowledge base to see the calls that are added in the knowledge base 13 To remove a call from the database select the call and click Remove button 14 To search a content from the knowledge base type a keyword and click Search knowledge base FAQ The FAQ module is to use to gather some information related to the queries posted The FAQ can be updated by the Service desk Administrator Technician and IT Manager if permissions are given by the Administrator in the settings menu Wtilitias gt FAC B Questions a How to configure Outlook How To Check Configure Outlook 2007F AnSWer External URL seperated by 3 wow vy CECH co 1 Www example com Call Category Select Call Category wt Complaint Select Complaint wt Complaint Detail Select Complaint Detail wt Publish To User Document File Click Here Save Reset Cancel Operation 9 Type the question for the FAQ Search keyword 10 Type the answer 11 Type the Url s for providing the information Copyright 2007 InsTIL All Rights Reserved Page 134 of 166 InsTIL Confidence in IT User Manual 12 Upload a document file 13 Select the Call Category Complaint and Complaint detail if needed to group the FA
129. r Classification for which the service level agreement SLA applies User Classification can be a priority at which the incident needs to be attended The administrator can define the classification as Gold Silver and Platinum User Service level is divided into response and resolution Response is the time frame within which the service has to be attended and Resolution is the time frame within which the problem needs to be solved G Admin o Classification User Classification w User Classification Response Time HH MM Resolution Time HH MM Up Time 0 From Date Gold f Silver f Platinum Page lof i Records 1 3 of 3 1 Goto Operation To add a new user classification perform the following task Q Admin gt User gt User Classification User Classification User Classificatian Remarks SLA Details add SLA Response Time 00 15 HH MM Resolution Time 00 30 HH MM Up Time gg From Date 0411 2011 Status Active Save Reset Cancel 1 Click New Enter the user classification name The user class name is fixed for which the Service Level Agreement applies SLA when the SLA type Is selected as User in Service Desk 3 Enable Add SLA Copyright 2007 InsTIL All Rights Reserved Page 78 of 166 d InsTIL t t ww Confidence in IT User Manual 4 Enter the response time The time frame within which the service has to be attended 5 Enter the resolution time The
130. r HTML or Plain text The email content appears based on the format selected 3 Enter the credentials required for the authentication to the mail server 4 Provide the Service Desk amp Alert email id 5 Enable Add a secondary mail server 6 Enter the information of SMTP server IP and port where the mail server is configured Copyright 2007 InsTIL All Rights Reserved Page 15 of 166 7 wo So et alnsTil J Confidence in IT User Manual Enable Require Authentication and provide the credential details like User name and Password Defining Organization Mobile Phone Settings InsTIL application provides SMS alerts in addition to Email alerts for various functionalities in the product like Incident handling User creation Escalations AMC Warranty SLA Reminder and Task This menu provides the administrator to configure the SMS settings required for the alert process The below fig shows the SMS settings screen Admin gt Organization gt Mobile Phone Settings Mobile Phone Settings Clear Mobile Phone Settings From Database Device Type Mobile Phone Port Name COMI Baud Rate 921600 Data Bits 3 Stop Bits 1 Parity Bits Even SMS Center Number SIM PIN ServiceDesk Mobile Numbers 9876543710 Note Please Enter Multiple Mobile numbers seprated by Commatl Test Message Settings Save Reset Operation Select the device type as Mobile Phone or Modem Select the assigned port nam
131. r Mode Online Type wmr Osnmp Oworkgroup Domain Domain Name TECHCONET COIN User Id administrator Password seseeeese C Hide at startup Next 7 Click Next to create the network name along with the IP range for discovery 8 Enter a suitable network name based on various VLAN and select the discovery mode as online Copyright 2007 InsTIL All Rights Reserved Page 12 of 166 InsTIL Confidence in IT User Manual 9 Enter the IP range say for example 172 16 1 1 as From IP to 172 16 1 254 as To IP 10 Click save to save the entry created Network Scan Admin gt amp gtAsset gt gt Network Scan View List Add New F NETWORK DISCO YER MODE FROM IP TO IP LAST DISCOYERED NO OF ASSETS a J 172 16 1 0 Online 172 d6 1i 172 16 1 254 a 11 Click Next to configure the settings for discovering the Asset serial number for each asset 12 There are three priorities given for the capturing the Asset Serial Number as shown below ASSET SERIAL NUMBER Priority 1 10S Serial Number MAC Address Osystem Name for IP 4ddress Priority 2 OBIOS Serial Number MAC Address system Name for IP 4ddress Priority 3 OBI08 Serial Number MAc Address Osyster Name for IP Address 13 Click submit to save the record and click Next to proceed with the next step 14 Click the Discover icon to start the asset discovery for the specified IP range 15 The assets in the specified range are automatically discovere
132. r has to be triggered 10 Select the Department name Select the Country Name Select the City Name Select the Location name Click Save button to save the record created Click Delete button to delete the record Click Reset button to reset the entries Click Cancel button to cancel the process ee ee ee ee ee COM WN NM BW N lel For selecting the department in a particular location Reports Service Desk has the complete call analysis report The various groupings are listed below Call Analysis Call Details The reports related to Call Analysis includes 1 Incident Time wise Based on priority call type and user 2 Incident Day wise Based on priority call type and user 3 Incident Monthly Based on priority call type and user 4 Call Detail Asset Call category Call origin Copyright 2007 InsTIL All Rights Reserved Page 137 of 166 w lnsTIL Cp Confidence in IT User Manual e Call status e Technician status e Call analysis e Technician performance e FLS report e Maximum Calls Asset e Maximum Calls Call category e Maximum Calls Duration e Maximum Calls Engineer e Maximum Calls User e Re occurrence e Wrong classification e User e Time sheet e Call Summary e Call Priority Summary e Technician Pending calls e Technician call summary e Category based calls e SLA Report e Deviated Pending calls Engineer wise e Incident at a glance
133. r package name Click existing template and select the predefined template from the list or enter manually Enter package description Copyright 2007 InsTIL All Rights Reserved Page 72 of 166 a InsTIL Tv Confidence in IT User Manual Select software category from the given dropdown list Select type as EXE or MST if the existing template is not selected Enter publisher and version if the existing template is not selected Enter parameter to install repair and uninstall the software if existing template is not selected The parameter are automatically fetched based on the template selected from the existing template Click browse and select the source path to access the share which contains the EXE or MSI file e Click browse a dialog box will pop up displaying Domain Username and Password e Select Domain from the dropdown list and enter credential for the selected domain which will list the domain computers and enable the end user to access the share which contains the EXE or MSI installation file or enter the source path manually e If the end user does not have the permission to access the source path specified then enable requires authentication and enter valid credential to access the source path Enable the check box to copy the source to client machine Enable the checkbox to copy the subdirectories and other files to client machine Enter script if required before and after install repair an
134. r reject the request Incident gt Call Update Call Update Searching and Filtering Id User Asset Product Description Problem Description Priority Call Date Status Department 7 25 Barath 2 COMET techconet ca in COME Data card request as I am trawel High 05 31 2011 05 18 PM Approval Pending Sf 240 Oo Akthari Begum Z AK THSIBEGUM techconet co in RAM Upgradation request for my 4 TTT Page lofi Records i 2of 2 1 Goto e i COMET techconet coa in Data card request as I am traveling to Bangalore for deployment Problem Description Call Date Department Call Type Execution Type Copyright 2007 InsTIL All Rights Reserved Operation Select the call id from the grid Select the approval status as Approved or Rejected Select the Approved Date and Time Provide remarks if any oN i Utilities Attendance Copyright 2007 InsTIL All Rights Reserved Page 122 of 166 InsTIL Confidence in IT User Manual This feature enables the user to mark the Punch In time and Punch Out time for the particular day This feature is made available for all the roles in InsTIL Operation 1 Select Punch In time and submit which marks the in time for the user 4 OSF oF PMA robe 2 Similarly select Punch Out time and submit which marks the out time for the user InsTIL Confidence in IT Your Out Time Date Is O5 31 2011 Time Is 4 02 46 PM Gk Knowledge Base
135. rd are displayed in the grid T Admin gt Agent gt Package am y Package Ooprennnnnnnnnnnn Searching and Filtering Package Name Category Type Publisher Version Sa P Opera Main Product EXE Opera Software ASA 10 63 WA 4 m z t Page 1 of 1 Records i 1 of i ot lt i gt gt gt Goto i Deployment package Description The deployment package contains list of various package which is used to distribute software on client machines Copyright 2007 InsTIL All Rights Reserved Page 74 of 166 wm Inst A J Contidence in IT User Manual Operation e Click new button to add a new deployment package e Enter deployment package name and description e Select deploy mode as immediate on startup on shutdown on schedule e Select location details country city and location from the dropdown list where it displays asset from the selected location e Drag and drop packages from available packages to selected packages e Select install repair uninstall for a package and select the parameter mode silent passive unattended etc from the dropdown list e Select asset multiple assets from the asset description list where the software package to be deployed e Click save button to save the entry created e The status of the deploying package can be viewed by clicking on the deploy history icon in the deployment package list e On deploying a package initially the status is Not Started an
136. reated 8 To view a FAQ select search FAQ and type the keyword to be searched and click search Change Password This utility allows the administrator to change the password for a locally created user Operation 1 Click on Admin gt Utilities gt Change Password 2 Select the local user name 3 Type the new password 4 Click on change to save the new password Copyright 2007 InsTIL All Rights Reserved Page 100 of 166 A aes a InsTIL A D Confidence in IT User Manual Utilities gt Change Password Change Password User Name sd kd Hew Password rTTTITTiTT Change Reset Preference To set owner s favorite as default It can be set by all categories Administrator User Technician IT manager Service Desk with their options provided If the preferences are not set the default settings are used The screen for Preference is shown below r Utilities gt Preference Ap Preference Asset Status v Active Inactive sald writtenorf User Status v Active Indctive Set Preference Reset Operation Asset Status Select the status such as Active Inactive Sold and Written off Can choose either one or all User Status Select the status such as Active and Inactive Can choose either one or both Services 1 Enter the Call close in days To enable Automatic Closure from the status complete 2 Enter the Time Interval For Escalation Timer Application Copyright 20
137. report e Summary reports e Location wise call report e Periodical call report 7 0 Logging In as Technician A call once logged by the user will be assigned by the service desk to the concerned technician by considering the availability of the technician or the process will be automated Once the Technician logs into the application the calls assigned will be displayed at his her home page The technician cannot update the call unless the authorization is given by the administrator The Technician will be able to provide Information on action taken to resolve the problem Send a clarification to the user Re assign the call if the cal category selected by the user is wrong Check in and Check out date and time Status such as Completed Pending Standby Completed Re assigned etc u S w e Copyright 2007 InsTIL All Rights Reserved Page 138 of 166 InsTIL Confidence in IT User Manual Call Update Asset Zall User IT History History History Base ASSET DESCRIPTION DESCRIPTION PRIORITY CALL DATE SPPROYALS Approved 12 25 2008 LE A 10 LE0 Mouse Problem Urgent aoe agen e Acknowledge Thanikatlhalam Parallel Wery 12 23 2006 User COMET Los TOMET Mouse Problem Acknowledge Parallel Important B 52 06 P 12 23 2008 Priya LEO 7 10 LEQ SS Important See e Acknowledge Parallel The Monitor 1 16 7009 Alagurani 00 19 bb 43 f5 d6 r i Low Acknowledge Parallel value is 9 09 04 PM 12 29 2006 S47 4yy
138. represents the area within the floor of an organization Copyright 2007 InsTIL All Rights Reserved Page 22 of 166 ainsi Confidence in IT User Manual Admin gt Organization gt Floor Floor bal New Filtering Country City Location Floor Fd India Chennai T Nagar 1st Floor Fd Dubai sharjah stanford Gnd Floor Page i ofi Recordsl 2o0f 2 1 Goto Operation Floor Click New Enter the floor name and select the location from the drop down list Click Save button to save the entry created To clear the fields click Reset button U e w NNE To update an existing record select the record from the list and perform the required changes and click update 6 To delete an existing record select the record from the list and click delete Operation Bay Admin Organization gt Ba me Bay w New Filtering Country City Location Floor Bay Dubai sharjah stanford Gnd Floor Accounts Fi India Chennai T Nagar ist Floor Human Resources Page lofi Recordsi1 2o0f 2 1 Goto Click New Enter the Bay name and select the location and floor from the drop down list Click Save button to save the entry created a E To clear the fields click Reset button Copyright 2007 InsTIL All Rights Reserved Page 23 of 166 ainsi Confidence in IT User Manual 5 To update an existing record select the record from the list and perform the required changes and click update 6 To delete a
139. ries 10 Click Cancel button to cancel the process a A So eS Warranty AMC Reminder Reminders are set for whom when and where the application should remind for Warrant AMC expiry dates Copyright 2007 InsTIL All Rights Reserved Page 109 of 166 3 i 7 w InsTIL WD Confidence in IT ile l Utiliti es gt Warranty AMC Reminder ca Warranty AMC Reminder Reminder Detail User Detail Vendor Name HP Department Category Server A Country Asset Group Server Groups A City Remind Before 12 Days Location Remind Later Days Floor Alert For W warranty W amc Bay Alert By C E mail Dashboard W sms User Name Save Reset Cancel Operation l Click New 2 Select the Vendor Name from where the Asset has been purchased 3 Select the Category name of the Asset for the selected vendor 4 Select the Asset group for the Asset 5 The Reminder can be set before and after the expiry date 6 Select the location detail of the Asset using the filtering option Th Select whether the Reminder is to set for Warranty AMC 8 Select Alert By as E Mail Dashboard SMS 9 Select the user names whom the reminder has to be triggered 10 Click Save button to save the record created 11 Click Reset button to reset the entries 12 Click Cancel button to cancel the process SLA Reminder User Manual Select Select Select Select Select BJE EI EE E Select Administrator Reminders are set for SLA expiry
140. riority 4 Click Save to save the modifications made Operation SMS Alert The SMS trigger facility is enabled for all the call status throughout the Incident lifecycle By default a predefined content is given in the message column and the administrator is provided the option to edit the content of the message to be trigerred Copyright 2007 InsTIL All Rights Reserved Page 107 of 166 aE Utilities gt Alert Settings gt SMS Customize Alert Settings Alert user by SMS when a call is logged Message sles Pe A call has been iarl in your name _ id gr ae Fag ateTim laa Assets NameOrIPA 35 Th User Manual Message Variables Call Id User Id User Name User Classification Id User Classification User Emailld User Manager Id User Manager User Designation User Mobile Number User Phone Number User Fax Number User Address User Zipcode User Department Id User Department User Location Asset or Product Id Save Cancel Escalation This feature enables the administrator to escalate the higher officials if the problem intimated by the user is not responded or resolved within the Escalation is available for the Asset Internal Asset External stipulated time frame severity and the User Levels 1 2 and 3 are assigned for each of the SLA types When the percentage time mentioned in the Level exceeds the incident will be escalated according to the matrix defined and alert s
141. rm the following task Copyright 2007 InsTIL All Rights Reserved Page 90 of 166 lnsTIL M A D Confidence in IT User Manual Admin gt Service Desk gt Call Category 4 w Call Category w Call Category Hardware Short Name PE Save Reset Cancel 1 Click New to add a new call category 2 Enter the Call Category name Ex Hardware Operating System and Application This will be useful for the SD to classify the type of call that has been logged Use Remarks field for any additional description Click Save button to save the record created Click Reset button to reset the entries Click Cancel button to cancel the process Or tb a U Note to import the call category master select Import from csv and select the file and click Import Service Desk Complaint After defining the call category the administrator can pre define the nature of complaint as shown in the below screen Click complaint master from the Service Desk menu the below screen appears Copyright 2007 InsTIL All Rights Reserved Page 91 of 166 A InsTIL t A Contidence in IT User Manual a Admin Service Desk gt Complaint rN Complaint E EEH Filtering Complaint CallCategory 4c iS5UesS Admin Request St ACCESS Service Request J Access Incident J Access Incidents Incident J anti virus Incident Fa Application Incident Asset Service Request Fa Asset Admin Request J Backup Service Request Booking Admin Req
142. rocurement details can be added to the Software master When the network scan is performed and assets are discovered the software master data are automatically captured and added to the master information The administrator can also find the no of assets in which particular software is installed Admin gt Asset gt Software Software Searching and F Name Publisher Yersion Mo OF Fa 2007 Microsoft Office System Servers Service Pack 1 SP1 Microsoft i crobat com Adobe Systems Incorporated 0 0 0 a Fa Adobe AIR Adobe Systems Inc 1 0 6 4990 4 Fa Adobe Common File Installer Adobe System Incorporated 1 00 0000 al Fa Adobe Flash Player 10 Activex Adobe Systems Incorporated 10 0 12 36 a Adobe Flash Player 10 Plugin Adobe Systems Incorporated 102 159 1 i Fa Adobe Flash Player Actives Adobe Systems Incorporated 9 0 124 0 E Adobe Help Center 1 0 Adobe Systems 001 000 000 i Fa Adobe Photoshop cse2 Adobe Systems Inc 9 0 2 Fa Adobe Reader 7 0 Adobe Systems Incorporated 7 0 0 tal Page 1 of 6 Records 1 10 of 669 1 2igi4iS 16121819110 I Soto Operation To add a new software perform the following tasks Admin gt Asset gt Software Software General Frocurement Details Software Mame Micrasoft Visio Publisher Microsoft wersion WFO Save Reset Cancel Copyright 2007 InsTIL All Rights Reserved Page 34 of 166 TM ae f t WT Contidence in IT User Manual Admin Asset gt Software G oft ware
143. rt Description Device Type Network Location Details Department Vendor 1 comet techconet co in comet techconet co in 15 Microsoft R Windows R Server 2003 Enterprise Edition Laaksh India chennai T nagar TELE Precision Precision lt ist floor Managers MARKETING Infomatic Domain Domain Controller VMware Controller Virtual Platform 1 pq chn dt 024 precision com pg chn dt 024 precision com 17 Microsoft R Windows R Server Server Unknown Server 2003 Enterprise Edition Laaksh Precision Report Type Summary On selecting report type as summary it displays various chart type namely gt Single Series e Single bar e Single column e Single doughnut e Single pie gt Multi Series e Multi bar e Multi column gt Stacked series e Stacked Bar e Stacked Column e Stacked Cylinder Copyright 2007 InsTIL All Rights Reserved Page 162 of 166 Purchase Date 5 18 2012 12 00 00 Ab InsTIL Confidence in IT User Manual Report Designer Report Asset Detail Report Name Description Report Type Chart Type Top N All Awailable Columns Asset Count Single Column Single Doughnut Asset Description Single Pie Asset Group Multi Bar MultivColumn Asset Group Count Stacked Serves Asset Id Asset Serial Number Audit Serial Number Bay Brand Selection Brand Count Category Category Count Show Selection Criteria Save Reset Cancel Depending on the ch
144. s monitored in the interface Alarms Copyright 2007 InsTIL All Rights Reserved Page 61 of 166 aE User Manual This feature enables the administrator to view and manage the alarms raised by the application for the device selected The alarms are generated by default if the device is down invalid parameters defined and also based on the thresholds defined For example when no threshold alarms are defined for an interface and if the device is found to be down the thresholder would raise an alarm as shown below 29 Admin gt Asset gt Asset Device Detail 6 VENKAT TECHCONET CO IN CZC804237Z MODE WMI Dashboard Availability Parameters Performance Parameters Interface Alarms Monitor Name Memory Utilization Process Count C Used Space E Used Space C Free Space E Free Space D Free Space D Used Space Response Time CPU Utilization Alarm Message The Monitor value is 0 00 the Threshold Value for this monitor is 99 Device may not be configured properly Device may not be configured properly Device may not be configured properly Device may not be configured properly Device may not be configured properly Device may not be configured properly Device may not be configured properly The Monitor value is 0 the Threshold Value for this monitor is 10 Device may not be configured properly Page 1 of 2 Records 1 10 of 14 lt lt lt 1 Acknowledg
145. ser Manual 4dmin gt User gt Organizational Unit Organizational Unit Organizational Unit Local User Domain Local w Save Reset Cancel Click New Enter the Organizational Unit name Select the domain name from the dropdown list Click Save to save the record created Click Reset to clear the entries created a oe te User User The users synchronized from ADS can be viewed using this menu The administrator can also add a user who is not there in the domain The user is alerted through an SMS and email when the account Is created Search and filtering options are also provided for searching particular users Filtering options are provided to search users based on first name last name department classification city location etc For bulk import of user Import from csv option is also provided The user is alerted through an SMS when the account Is created Copyright 2007 InsTIL All Rights Reserved Page 81 of 166 InsTIL Confidence in IT User Manual rab 40min User gt User t user New Action we Searching and Filtering Ss gt Select Category Select Location Select Domain Select Floor Select Bay Mame Location Detail Department Classification Category Domain Mame 4 B Jambunathan User Techconet co in Administrator Administrator Local Akthari Begum India Chennai User Techconet co i Anim alarac User Techconet ca i Anjan Prakash User Techconet ca i 31 arum User Techconet ca i
146. served Page 126 of 166 A lnsTIL A Confidence in IT SS 10 11 e f g h 12 Lo 14 15 User Manual Enter the time or day according to the re occurrence Select the user names whom the reminder has to be triggered For selecting the department in a particular location Select the Department name Select the Country Name Select the City Name Select the Location name Click Save button to save the record created Click Delete button to delete the record Click Reset button to reset the entries Click Cancel button to cancel the process 6 0 Logging in as Service Desk The Service Desk plays an important role in the application the service desk can log calls on behalf of user classify assign re assign and update the calls The incidents raised by the users are displayed in the home page of the Service Desk Service Desk selects the particular call from the grid and assigns to the technician or Vendor The service desk has the functionality to take the users system through remote and provide a first level solution to the issue raised and further updates the call The service desk also has certain dashboard icons where he can view the call history asset history knowledge base and engineer statistics to analyze each calls If the call logging process is self automated the Service desk will have its other functionality like call logging classification clarification and assign re assign process Ho
147. sk Oo Available Count 0 Mo Of Assets Available Count 250 Save Cancel Managing Administrator Copyright 2007 InsTIL All Rights Reserved Page 9 of 166 J InsTIL Confidence in IT e Bd SU User Manua Site Manager Logout Register AboutUs Print Precision Infomatic P YT LTD New Administrator Creation User Name Login Name Mail Id Home wa f Admin admin ramkumar narendrakumar precisionit ca in New Page i ofi Records 1 1 ofi 1 Goto Filtering User Name Code Company Name Ad Phone Number Status ae Login N i ae FIL Precision Infomatic PYT LTD Old P ZAE il Nadu India 42199500 Active Administrators Page 1 of i Records 1 1 of i ie Password Confirm Password Mail Id Save Cancel Operation 1 Select the Administrator link from the respective Company name 2 Provide the details of Administrator like User Name Login Name Password Confirm Password and Mail Id 3 Click Save to save the entry created 4 0 Logging in as Administrator Just like any application InsTIL also require master information related to the assets users complaints service desk detail that needs to be created before the user or service desk or technician or IT Manager starts using this tool from their functional perspective The Site manager creates the company and relevant information The Site manager creates the InsTIL administrator who has the privilege of creating the master records
148. sktop Call Analysis report Technician Call updating upon actual investigation amp Diagnosis Call Re classification Call Logging on User absence IT Manager Overall management and reporting 3 0 Getting Started After generation of license a new window appears where the Site Manager account is created as shown below Copyright 2007 InsTIL All Rights Reserved Page 7 of 166 AA tm INS f i A Confidence in IT User Manual gt Create New Site Manager Creation of Site Manager Enter the user name of Site Manager Enter the login name Enter the password and mail id of the Site Manager Enter the company code Click Save button to save the Site Manager created oe a E 3 1 Site Manager The role of Site Manager is to create the companies and to control and allocate the license for the various companies in the organization The Site Manager can also create the administrator for these companies In this section we will go through how to add company and the various type of licensing Company creation Operation To add a new company Click New Button Company Details 1 Enter company code The company code is necessary at the time of logging into the application for different companies 2 Enter company name and other details Database Credentials L Enter database server IP The database can be in unique system or individual systems for various companies 2 The database name is automatically generat
149. ssceeeceeeessseeeeeeeeeaes Defining Organization City cceccssscccsssssssnseeesssssenseeeeeesseees Defining Organization LOCATION cccccccccceesseeeeeeesessseeeeeeeeeeaes Defining Organization Floor amp Bay cccesssccceesesssteeeeeeeeenaes Defining Organization VENdOS eeeeecccccecceesseeeeceeeessseeeeeeeeeaes Defining Organization INSULEL cece cccceeseesseceeeeeesessseeeeeeeeesaes oT NSS ol E E E ee eT E E E eee ee ee eee eee Defining Asset Category ccccccccccccccsssseccececseesseeeeeeesessseeeeeeseeaes Defining Asset COMPONEN ccccceesscccesseessseeeeeeeeesseeeseeeseaes D fining ASSOC Brand cesses deciasnsdsexainetduetainedenadancepsvecdbesupdeseesdvanstavarks Defining Asset Model cccccsccccccssesssecceceeseesseeeeceeseeseeeeeeeseeaes Defining Asset Part Description 0 0 0 cecceesseeeceeeeeessteeeeeeeeesaes Defining Asset SOTWASEC L000 eccccccccccesseeceececeeesseeeeeeesessseeeeeeseesaes Defining Asset Asset GrOUP eccccssccccceseessssseeeceesesseeeeeeeeesaes Defining Asset Credentials 0 0 0 0 ccccccccccccccsessssceeccesessseeeeeesseaes Defining Asset Network scan cccccsscccecssesseceeecessssseeeeeeeeeaes Defining Asset Depreciation cccccsccccccesssssseeeeceessssseeeseeseeaes Availability MOnitoring ou ssecesssesesesesessssssssccsesesesesesesesesesescseseseseeeeeeseeeeeeeee Copyright 2007 InsTI
150. t 2007 InsTIL All Rights Reserved Page 66 of 166 wm Inst j n A D Confidence in IT User Manual to run these programs or which setup options are best for them Clients do not need to manage their own software installations Instead you centrally define and control how and when programs run on client computers You can choose how little or how much users manage Agent Description e InsTIL agent discovers assets remotely e Distribute software to client from the server Operation e Agent Settings e Manage agent e Discovery scheduler Agent Settings The configuration setting for deploying an agent is defined here e Enter URL of server where InsTIL is configured and clicks save e If the end user does not have the permission to access URL specified then enable requires authentication and enter valid credential to access the URL e Enable user can modify agent setting for the end user to modify the agent settings Admin gt Software Distribution gt Agent Agent Manage Agent Discovery Scheduler URL http 172 16 6 224 1000 instilv4 10001 Requires Authentication UserName cO426 Password lt OOOO SSF CEEEEER EERO REESE User can modify agent setting Save Clear Copyright 2007 InsTIL All Rights Reserved Page 67 of 166 A InsTIL t A D Confidence in IT User Manual Manage Agent The user can install repair and uninstall the agent e The asset d
151. t Select Start Date 06 13 2071 sal Country Select Due Date 06 15 2071 Sa City Select Priority Level Medium w Location Select InsTIL V3 7 0 Bug Fixes Review User Name i iInstiladmin Content Instillsupport Alert By E mail M Dashboard TE lambunathan amp B C mpIT Re Occurrence Daily O weekly monthly Janet Diana SDP Time 16 00 HH MM Save Reset Cancel Operation 1 Click the Add New Task 2 Enter the Subject Brief outline of the task to be set 3 Enter the From Date The task will be triggered starting from this date 4 Enter the Due Date of the task 5 Set the Priority level High Medium and Low 6 Enter the Content of the Task 7 Select Alert By either through his dashboard or E mail 8 Select the frequency of occurrence of the task daily weekly or monthly 9 Enter the time or day according to the re occurrence 10 Select the user names whom the reminder has to be triggered 11 For selecting the department in a particular location 12 Select the Department name 13 Select the Country Name 14 Select the City Name 15 Select the Location name 16 Click Save button to save the record created 17 Click Delete button to delete the record 18 Click Reset button to reset the entries 19 Click Cancel button to cancel the process Copyright 2007 InsTIL All Rights Reserved Page 156 of 166 S lt aN Ins TIL v i Confidence in IT User Manual Reports
152. t button to rollback to the previous state Admin gt Agent gt Template Template Template Software Category Type Publisher wersion Parameters Parameter Name Install Parameter Repair Parameter Uninstall Parameter Copyright 2007 InsTIL All Rights Reserved Update Delete Reset Cancel Adobe Main Product exe MSI quiet norestart Modify Reset Cancel To cancel current operation Page 71 of 166 TM J InsTIL i f t Confidence in IT User Manual Click cancel button to discard the current action To update an existing record Select the existing record to be updated from the list Perform the required changes Click update button to update the record To delete an existing record Select the existing record to be deleted from the list o Click delete button to delete the record Searching and Filtering Enter the search word in the textbox e Click search button for getting the result in the grid Filtering of data in the grid is done based on the Template Category Type Publisher and Version e Select data from the dropdown list for filtering The searched and the filtered record are displayed in the grid Package Description A package contains necessary scripts and information to aid in managing the installation repair and uninstallation process of a software Operation Click new button to add a new Package Ente
153. t no Threshold value is been set for any of the performance parameter The administrator can set the threshold values for the CPU Utilization parameter and thereby monitor its performance To set the parameters do the following Click on the H button InsTIL Confidence in IT Severity Operator Threshold Value Re arm Value Consecutive Value Critical gt 50 49 3 Threshold Type CPU Utilization Monitoring Interval 3 min Severity Attention A Operator gt A Threshold Value Fat Rearm Value 65 To Consecutive Value 3 The Monitor value is r Message Monitor_Value the Threshold Value for this Raise an Incident Automatic Incident Raising if Threshold Condition ree has Met 2 Raise an Incident amp Un Manage the Device None Save Delete Reset Cancel 1 Threshold Type The threshold type is set automatically based on the parameters chosen For E g CPU Utilization Memory Utilization etc 2 Monitoring interval The monitor interval is defined in minutes and triggers the application to query the device based on the value set The default is set to 3 minutes Copyright 2007 InsTIL All Rights Reserved Page 55 of 166 a InsTIL p Confidence in IT User Manual 3 Severity Select any one of the Severity parameters Attention Trouble or Critical This is a pre defined value and cannot be appended or editable 4 Operator Select the operator value gt or lt If the va
154. time frame within which the problem needs to be solved 6 Enter the uptime 7 Click Save button to save the record created 8 Click Reset to clear the entries created User Active Directory The application can be integrated with ADS and all the users in the ADS can be imported to the application The users can therefore log calls with their respective domain login The administrator can add all the users into the application using any domain credential e Admin gt User gt Active Directory J 45 Active Directory prrnannnnrnnnen Domain a P Techconet co in Page 1of1 Recordsi iofi 4 Goto Operation To synchronize the users from the Active Directory perform the following task Admin gt User gt Active Directory amp gt Active Directory Domain Mame User Mame sibi Password Organizational Unit Techconet co in 4ccounts Techconet co in Biometrics Techconet co in Contacts Techconet co in Contractors Techconet co in Corporate Techconet co in Directors Techconet co in ERP Techconet co insFSiI Testing Techconet co in Graups Ou Techconet co insIcT Techconet co insgIMNSTIL Techconet co in fLegend Techconet co insfMoss Techconet co in fOrMP Techconet co in O Techconet co in Sales Techconet co in SOP Techconet ca infSoPL hall Il Copyright 2007 InsTIL All Rights Reserved Page 79 of 166 Ins TIL M DO N Confidence in IT User Manual 1 Select the Import icon for th
155. tment name b Select the Country Name C Select the City Name d Select the Location name 11 Click Save button to save the record created 12 Click Reset button to reset the entries 13 Click Cancel button to cancel the process Clear SD Session When the number of Service desk logins exceeds the license limit or if the Service desk session gets timed out then the SD will be unable to login to the application This feature enables to clear the session if the number of SD logins is locked Copyright 2007 InsTIL All Rights Reserved Page 112 of 166 f t InsTIL x J Confidence in IT User Manual Utilities gt Clear SD Session E o Clear SD Session u USER NAME MAIL ID LOGIN TIME COMPANY PRE IOUS IP Administrator admin admin com af24 2011 11 19 14 AM FTN Ie ded pea Clear Session Reset Schedule Network Scan This feature enables the user to run a routine scan on a specified network on a specific schedule To enable the Scheduled Auto Discovery function login as administrator click Schedule scan in Utilities Click on Add New Schedule tab and enter the network name category amp Schedule details A sample screen is shown below i Utilities gt Schedule Network Scan Schedule Network Scan Network Name Instil w Category Desktop Reoccurrence Daily Weekly monthly Day Monday Time 10 15 HH MM Save Reset Cancel Schedule Active Directory This fe
156. to create credentials for the purpose of doing auto discovery There are two types of credentials that are defined a WMI credential b SNMP credential Admin gt Asset gt Credential R Credential Filtering Name Description Discover Mode Sf InsTIL WMI Online WMI Techconet WMI Online WMI Xena Online WMI Xena workgroup Online WMI J SNMP Online SNMP Page i ofi Recordsi 5of5 4 gato Steps to create SNMP credential 1 Click Add new credential 2 Enter an SNMP credential name 3 Select SNMP 4 Enter the community string value as public 5 Enter the timeout as 2000 milli seconds 6 Click Save to save the credential created Copyright 2007 InsTIL All Rights Reserved Page 37 of 166 A DINS i i J Confidence in IT e A Or Ue e a User Manual Steps to create WMI credential Click Add new credential Enter a WMI credential name Select WMI In WMI the credentials are created through workgroup or domain Click on Domain as credential type and select the domain name from the dropdown list Enter the domain administrator username and password Click Save to save the credential created Defining Asset Network scan This feature enables the administrator to scan the available networks and discover all the devices with a range of IP s Both the WMI and SNMP devices that have been discovered can be imported into the application Admin gt Asset gt Network Scan 2 Network Scan poe Filtering Network Dis
157. to reinstate the existing condition 2 0 System Summary InsTIL provides to the user six roles in terms of functionality InsTIL also supports multi roles i e a Service Desk can be a Technician Administrator and an IT Manager The roles are defined as follows Site Manager Administrator Service desk User Technician IT Manager Oy UI We IY a 2 0 1 System Configuration Copyright 2007 InsTIL All Rights Reserved Page 6 of 166 a InsTIL Tv Confidence in IT User Manual InsTIL can be deployed on a system that runs on Windows XP or above As the application come to the user with a bundled MSDE database investment on an exclusive database Is minimized However depending on the volume of internal transactions the user is provided the flexibility of using Microsoft SQL server also InsTIL is developed using Microsoft NET and therefore it can be accessed from most popular browsers 2 0 2 User Access Levels The functionalities of various roles of InsTIL are listed in the table below ROLE FUNCTIONALITY Site Manager Managing and creation of companies and maintaining their licenses Creation of Administrators for each company Administrator Network scan User synchronization through ADS Auto Service desk functionality Customizable E mail alerts Incident Template creator Knowledge base and FAQ Report generation Service Desk Call logging on user absence call classification calls assigning re assigning Remote De
158. uest Page i of 3 Records 1 10 of 27 1 2 3 HI E Operation To add a new complaint perform the following tasks Admin gt Service Desk gt Complaint ir a Complaint Complaint Desktop Call Category Hardware Remarks PE Save Reset Cancel 1 Click New 2 Enter the complaint Monitor Operating System errors UPS Shut down etc 3 Select the call category from the dropdown list select the most appropriate one 4 Use Remarks field for any additional description 5 Click Save button to save the record created 6 Click Reset button to reset the entries 1 Click Cancel button to cancel the process Service Desk Complaint Detail Copyright 2007 InsTIL All Rights Reserved Page 92 of 166 w lnsTIL A J Contidence in IT User Manual After a broad classification of complaint is created the administrator can create the complaint detail related to the complaint Admin gt Service Desk gt Complaint Detail P e 3 Complaint Detail k Filtering Complaint Detail Complaint Call Category Fa Login ID Creation Server Access Service Request Fa Additional User Rights Logan Rights Service Request Fa Remote Access Rights Server Access Service Request Desktop Note Book Allocation IM ACD Service Request Server Allocation IM ACD Service Request Standard Software Installation IMAZ Service Request Desktop Note Book Re location IM ACD Service Request Server Removal IM ACD Servi
159. utton ae eM e To update an existing record select the record from the list and perform the required changes and click update Defining Organization Calendar This form is used to create the holidays of the organization When an incident is raised by the user the SD assigns it to the technician or vendor By defining the holidays the SLA will be calculated accordingly Copyright 2007 InsTIL All Rights Reserved Page 17 of 166 om lInsIIL A D Confidence in IT User Manual Admin gt Organization gt Organization Calendar rN ah Organization Calendar v p New Filtering Date Day Description Type i p 01 01 2011 Saturday Mew Year PUBLIC P 12 25 2011 Sunday christmas PUBLIC Page lofi Records 1 2 of 2 1 Gata Operation Click New for adding a Holiday entry Select the date from the date time picker Enter the description of the Holiday Select the holiday type as public or private Click Save button to save the entry created To clear the fields click Reset button S o u e a To update an existing record select the record from the list and perform the required changes and click update 8 To delete an existing record select the record from the list and click delete Defining Organization Working Hours This form is used to create the working hours of the organization When an incident is raised by the user the SD assigns it to the technician or vendor By defining the working hours the S
160. w password and confirm new password a a Click change to save the new password created Note Domain User s password can be changed only in the ADS Preferences To set owner s favorite as default It can be set by all categories Administrator User Technician IT manager Service Desk with their options provided If the preferences are not set the default settings are used The screen for Preference is shown below Preference v Mail Alert Call Status O o Acknowledge oO Assigned CI classified CO Completed CI close CI clarification C observation O Pending C Matched C New Fi Re assigned C Re Classified oO Re open o Response F StandBy C Work in Progress Dashboard Preference Call Status F O Assigned O Acknowledge O Clarification O Classified O close O Completed C Observation oO Pending Matched C New oO StandBy O Response F Re open F Re assigned C Re Classified C workin Progress Date Filter Since Last Year O Since Last Month Since Last Week Set Preference Reset Operation Mail Alert Call Status Select the call status such as Acknowledge Assigned and Classified etc Can choose either one or all The users would receive mail alerts for the call status based on the preferences set Dashboard Preference Call Status Copyright 2007 InsTIL All Rights Reserved Page 125 of 166 wm Inst WD Confidence in IT User Manual Select the call status such as Acknowledge Assigned

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