Smart Cloud Control Desk

1. Smart Cloud Control Desk Self Service User Guide Version 0.3

2. Logging on to SCCD…You will be able to access SCCD via your internet browser, the link for accessing SCCD is as follows;SCCD Production: https://esls1.eu.smi.ibm.com/maximoClicking on the above link will take you to the login page where you will have to enter your email address as your username, and computer password as the password. The login page is shown below…

3. Self Service Centre…After logging on to SCCD you will be presented with the “Self Service Center” where you can utilise a number of self service options. Options include; 1 Search for Solutions, 2 Report an Issue, 3 Request New Service, 4 Frequent Requests, 5 Browse Solutions & and 6 Chat Now. On this page you can also find contact details for the service desk (should you wish to call them), a My News section that may display important messages, recent requests and status, and My Assets which will show any devices that are tagged to you in the asset management database. j k l o m n

4. Smart Cloud Control Desk o Live Chat Version 0.3

5. Self Service Centre…From the “Self Service Center” main page you can start a Live Chat session. In order to do this you will need to click the “Chat Now” button highlighted in red in the image below…

6. Live Chat Options…After clicking on the “Chat Now” button the in the “Self Service Center” you will be presented with the pop-up “Chat with an Agent” box as shown below. Here you have 2 options; • You can start a new discussions with a service desk agent by clicking the “Chat Now” (highlighted in green)… • Or, by clicking the magnifying glass highlighted in red above, you will see a list of previous tickets which you can choose to discuss by clicking on the relevant ticket number as shown highlighted in blue below. You can also manually type the ticket number if you prefer to do that…

7. Discussion with a Service Desk Agent…After clicking on the “Chat Now” button the in the “Chat with an Agent” box, you will now wait for a service desk agent to accept your request for a chat session. • Once an agent accepts your chat request, you will see a new dialogue box as shown to the right. Within this dialogue box you will see the following elements: • Here you can see the name of the agent you are chatting with highlighted by a red box. • You can see the service request ticket number where the chat history will be stored highlighted by the green box. • You can see the conversation history from the current chat session highlighted by the blue box. • The purple box to the right shows where you will type your conversation with the service desk agent, you can either press your keyboard enter key to submit the message or click the “Send” button highlighted in orange. • Once you have finished your chat session, you must close the chat using the “Close” button highlighted in brown, when clicking the “Close” button you will see a pop-up window asking if you what to “End the Chat?”, you should then click the “OK” button to end the chat, or “Cancel” button to return to the chat session.

8. Further Live Chat Information…Please note that IBM’s SCCD Live Chat tool does not support the following features which may be common in some of the other similar tools you may be familiar with, these may be available in later versions; • Emoticons. • Rich Text. • Pictures or Screen Capture. • File Attachments. • Visual notification that a ‘service desk agent’ or ‘user’ is currently typing a reply. • The full chat session transcript will be stored in the communication log of the service request within SCCD once you have closed the chat session (following the instructions within this guide). • You will also be notified of the Service Request reference number by email following the closure of the chat session.

9. Smart Cloud Control Desk k Report an Issue Version 0.3

10. Report an Issue…If you have a non-urgent issue that you would like to report to the service desk, you can create your own ticket in SCCD that will be assigned to the service desk for investigation. Tickets raised using this method will automatically be raised with a low priority meaning a target resolution time of 5 working days. In order to raise a self service ticket, you will need to click on the “Report an Issue” icon highlighted in red below…

11. Report an Issue…After clicking on the “Report an Issue” you will now see a screen like the one below. You will find a number of common issue templates that you can use to raise a ticket with the service desk, in addition to an option to raise a general IT issue with the service desk. In this instance, we will raise a ticket for a broken laptop screen, so we would click on the icon highlighted in red below…

12. Report an Issue…After clicking on the “I have a desktop/laptop issue…” icon, you will now be presented with a screen like the one shown below. You should type responses to questions in the box highlighted in red below. If you would like to attach a document or picture to the ticket (if that may assist with describing your issue) you can click on the “Attachments” tab shown in green. Once you have provided all the relevant information, you can click on the “Submit” button shown in purple below…

13. Smart Cloud Control Desk l Request a New Service Version 0.3

14. Login to SCCD…SCCD Production: https://esls1.eu.smi.ibm.com/maximo

15. Logging a IT Standard Request Click on request a new service

16. Select the appropriate folder based on what you require Note : Please do NOT use this form to request a Physical Desktop/Desk/Dept move. Please contact SDG Facilities.

17. Within the folder select the specific item you require

18. Raising a New Mobile request As an example we will demonstrate how to raise a New Mobile request. Panels for the other requests are almost identical, they just ask for information specific to that request type This icon indicates a drop down list is available Note :Compulsory fields have an*

19. Example of a completed screen. Click ‘Add To Cart’ button to submit

20. Once you have submitted the request you will get this pop-up box.

21. Example of the Cart View Once you have reviewed your cart and are happy with it click on Submit Cart then click OK

22. Navigating in Self Service The Home icon and link will return you to the screen you saw when you logged on These links take you to other folders.

23. View the progress of tickets you have logged On the right hand side of all screens is this box. It shows recent tickets you logged here, via email to the IT Desk or by calling the IT Desk You can click on the link to the ticket Or view all your requests

24. Show All My Requests Screen Double click on a request to view it.

25. Request details screen. The Request Details tab gives basic information on the ticket

26. Smart Cloud Control Desk j Search for Solutions Version 0.3

27. Search for Solutions…From the “Self Service Center” main page you can search the knowledge base by clicking “Search for Solutions” button highlighted in red in the image below…

28. Search for Solutions…After clicking on the “Search for Solutions” button in the the “Self Service Center” you will be presented with the pop-up box as shown below… • In the search bar above (highlighted in red), you can enter a few key words to search for Solutions that may help you overcome the issue you are currently facing. For example, if you are struggling to set-up email on your windows phone, if you type “Email” possible solutions will be displayed automatically…. As you can see the solution in blue may be suitable to assist you in overcoming the issue that you are currently facing. To find full details, you should now click on the article highlighted.

29. Search for Solutions…After clicking on solution shown on the previous slide you will now see a window like the one below. In this window within the “Solution Details” tab you will find 3 boxes containing information; 1 Symptom, 2 Cause & 3 Resolution (you may need to scroll down). The Resolution box is where you will find the detailed steps that you will need to go through to overcome the issue you are facing. Within this solution you will also find a tab called “Attachments”. When you click on this tab you may be able to download guidance in a more readable format. j l k

30. Smart Cloud Control Desk m Frequent Requests Version 0.3

31. Frequent Requests…From the “Self Service Center” main page you can click on the “Frequent Requests” button highlighted in red in the image below to view your frequently used Service Requests and issue templates…

32. Frequent Requests…After clicking on the “Frequent Requests” icon on the main page you will now see a screen like the one below. Here you will see a list of your favourite requests (which can be added from service requests or issue templates), and a folder called “My Frequent Requests” (highlighted in red) which contains your frequently user service requests or issue templates. Please note this screen may appear blank until you have raised requests / templates, or chose to add favourites…

33. Smart Cloud Control Desk n Browse For Solutions Version 0.3

34. Browse Solutions…From the “Self Service Center” main page you can click on the “Browse Solutions” button highlighted in red in the image below to view all categorised knowledge articles available within Self Service Center. These same articles can also be search for using the “Search for Solutions” option discussed earlier in this guide…

35. Frequent Requests…After clicking on the “Browse Solutions” on the main page you will be presented with a screen similar to the one below. You can now click on the various folder categories to see the knowledge articles within that category. Once you click on the article you wish to read you will be presented with the screen as shown in the section “Search for Solutions”…