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Service Manager Tool Introduction

Service Manager Tool Introduction. Greg Baker ( gregb@ifost.org.au ). Logging in and general orientation. http:/ / your-site-url-goes-here / index.do. How to access. Usual client for most users. http:// your-site-url-goes-here /accessible.do.

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Service Manager Tool Introduction

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  1. Service Manager Tool Introduction Greg Baker (gregb@ifost.org.au)

  2. Logging in and general orientation

  3. http://your-site-url-goes-here/index.do How to access Usual client for most users. • http://your-site-url-goes-here/accessible.do Accessible for people working with disabilities.

  4. Use the accessible interface if: • You are blind or visually impaired. • You use text-to-voice to “see” a computer screen. • Using a mouse is difficult or painful. • Menus are expanded out fully. • Larger fonts. • <TAB> navigation between fields.

  5. Training Environment Login Screen Your username. (This might be your Windows network username) Your password. (This might be your Windows network username)

  6. World’s Shortest Exercise • Confirm that you can log in: http://your-site-url-goes-here/index.do

  7. Employee Self Service • http://your-site-url-goes-here/ess.do • http://your-site-url-goes-here/accessible_ess.do • Log your own requests • See your requests’ status • Give approvals • Order from the catalogue • Search the knowledge base

  8. The Top Four

  9. 1. To-do screen: what should I be working on now?

  10. 1. To-do screen: what should I be working on now? Tickets you might see here: SD = Interaction (someone called)

  11. 1. To-do screen: what should I be working on now? Tickets you might see here: SD = Interaction (someone called) IM = Incident (something’s wrong)

  12. 1. To-do screen: what should I be working on now? Tickets you might see here: SD = Interaction (someone called) IM = Incident (something’s wrong) C = Change (change something)

  13. 1. To-do screen: what should I be working on now? Tickets you might see here: SD = Interaction (someone called) IM = Incident (something’s wrong) C = Change (change something) Txxxx = Task (help a change happen)

  14. 1. To-do screen: what should I be working on now? Tickets you might see here: SD = Interaction (someone called) IM = Incident (something’s wrong) C = Change (change something) Txxxx = Task (help a change happen) PM = Problem (it’s always wrong)

  15. 1. To-do screen: what should I be working on now? Tickets you might see here: SD = Interaction (someone called) IM = Incident (something’s wrong) C = Change (change something) Txxxx = Task (help a change happen) PM = Problem (it’s always wrong) PMxxx-xxx = Problem Task (help investigate)

  16. 2. Navigation Choose a module by clicking on a blue area.

  17. 2. Navigation Choose a module by clicking on a blue area.

  18. 2. Navigation Expand a menu by clicking on a triangle or the text beside it

  19. 2. Navigation Expand a menu by clicking on a triangle or the text beside it.

  20. 2. Navigation Click on a tool or function to use it

  21. 2. Navigation Favourites and Dashboards is mostly for reporting, oversight and management.

  22. 2. Navigation Depending on your role, you see different modules here.

  23. Help! My navigation bar has disappeared! (Helpful if you have a small screen and a wide form to fill in.)

  24. 3. (Almost) everything you do creates a new tab Click on the [x] to close a tab Or log out to close all tabs

  25. But closing a tab does not always prompt you to save your work

  26. Your session will time out eventually ... and you will lose all your unsaved work.

  27. 4. Save typing with Alt-F9 and Text fields with a fill button on the right can be autocompleted. This also validates the data in the field.

  28. Auto-complete and validate • If there is only one valid completion, auto-complete uses it. • If there is more than one completion, auto-complete supplies a list to choose from. • For some fields if the field is empty, auto-complete opens a search form.

  29. Dealing with lists Select from this list by clicking anywhere on the line 50 records by default per page. Next page, previous page, first page, last page, jump to page… Hit the“Count Records” button to see exactly how many.

  30. Exercise • Make sure your navigation bar is visible. If it isn’t, make it appear. • Expand “Menu Navigation”. Find “Incident Management” and expand that. Click on “Open New Incident”. If you don’t have this, look for “Register New Interaction” under “Service Desk”. • Locate the“Service Recipient” field. Start typing your username into it, and then auto-fill the field. • Decide to do something else – “x” the tab.

  31. What now? • This document was developed and placed in the Creative Commons by Greg Baker from the Institute for Open Systems Technologies Pty Ltd. • There are more in this series, covering Service Requests, Incident Management, Change and other topics at http://www.ifost.org.au/Training/ServiceManager/ • Many customers request these course materials be customised to suit their environment. Many also ask IFOST to deliver face-to-face or web-based training sessions based around these materials. Please contact Greg Baker (gregb@ifost.org.au) if you would like to discuss this. • We are always interested to hear your feedback.

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