Using the Service Desk: Self Service
Introduction ... 2
Desktop and Mobile ... 2
Supported web browsers ... 2
Supported mobile operating systems ... 2
What is Self Service? ... 2
What is the Service Catalogue? ... 2
Where do I access Self Service? ... 3
Mobile Devices ... 3
Select a Service Desk ... 3
How do I log on? ... 4
How do I log off? ... 4
The Self Service Home page ... 5
How do I log an incident? ... 6
What information should I provide? ... 6
How do I add a note or attachment to my incident? ... 8
Attachments ... 8
Notes... 8
How do I raise a request? ... 9
Where do I see how my incidents or requests are progressing?... 10
Incident or Request status ... 11
How do I use the Knowledgebase? ... 12
Search ... 12
Reading articles ... 13
For Managers – How do I approve an outstanding service? ... 14
Appendix A – How do ICT prioritise incidents? ... 15
Appendix B – Why are ICT separating incidents and requests? ... 17
Index ... 19
Help
If you have any problems or queries about using any part of the web-based Service Desk after reading this guide, please contact the ICT Service Desk by telephone, email or in person:
1. Call extension 3366 (01582 743366) 2. Email [email protected]
3. Visit ICT in The Atrium, Park Street West, Luton
Introduction
This guide explains how to report IT problems or ask for IT services using the Self Service part of the University’s web-based Service Desk.
Although this guide uses IT examples, the principles apply to any other Service Desks at the University that use the same LANDesk system as the ICT Service Desk.
Desktop and Mobile
Because it’s web-based, Self Service is accessible on both desktop and mobile devices that have Internet access and a web browser. Mobile devices are covered in the separate guide, Using the Service Desk: Self Service on a mobile.
Supported web browsers
Microsoft Internet Explorer Version 7 and above (v7 and v8 require the ‘Google Chrome Frame’ plug-in) Mozilla Firefox Tested up to v26.0 (December 2013) Apple Safari Tested up to v5.1.7 (December 2013) Google Chrome Tested up to v31.0 (December 2013) Supported mobile operating systems
Apple iOS 5 and above Blackberry Version 5 and above Windows Mobile Version 7.5 and above Android Version 2.3 and above
What is Self Service?
Self Service allows you to report problems, called ‘logging an incident’. You also view the status of your current incidents and look for solutions by searching a knowledgebase or FAQ, all via Self Service.
What is the Service Catalogue?
If you want something new - a new computer, access to an IT service or the purchase or installation of new software - then browse the Service Catalogue and add the items to your cart. See How do I raise a request? for more details.
Where do I access Self Service?
Run your web browser and visit uobservicedesk.beds.ac.uk for the desktop version
Alternatively, select the ‘Service Desk’ link found in the top-right corner of the staff web site home page (Figure 1).
Figure 1 - Access via the staff web site
Mobile Devices
Run your mobile web browser and then visit selfserviceportal- mobile.beds.ac.uk for the mobile-optimised version. You can also access via uobservicedesk.beds.ac.uk if you wish.
Please read the separate guide Using the Service Desk: Self Service on a mobile for full details.
Select a Service Desk
From the Service Desk web page, select the option that is relevant to your incident or request (Figure 2).
Figure 2 - Choose your Service Desk (desktop version)
Please be aware that other Service Desks might not be using the LANDesk system used by ICT. If so, refer to the other Service Desk guide, available
Select ‘Service Desk’
How do I log on?
Having chosen a Service Desk, enter your standard University ‘User name’
and ‘Password’, then select ‘Log on’ (Figure 3).
Figure 3 - Log on (desktop version)
You are now on the Self Service Home page.
How do I log off?
In the top-right corner of any Self Service screen is the ‘Log off’ button.
Select it to log off and you are now back on the Log On screen (Figure 3).
The Self Service Home page
After a successful log on, you see the Self Service Home page. On the left side is the Navigation bar, showing two buttons:
The Home button takes you back to the Home page, which is where you are when you log on to the Service Desk.
This button takes you into the Service Catalogue, relevant to the Service Desk you are using. See How do I raise a request? for full details.
Managers have this additional button. It takes you to any requests that are awaiting your approval.
The Navigation bar will often shrink, reducing to a list of icons without labels, making room for whatever appears on the right side of the screen after you’ve selected a Dashboard link (see below).
The Home page contains a number of movable windows called Dashboards, which contain links to the functions used most in Self Service:
Dashboard Name Description
Help Me … Log a new incident from here Browse Our Service
Catalogue
Select this to see the Service Catalogue, where you raise service requests
Contact Us Our contact information, address and opening times My Current Activity A list of your current incidents or requests appears
here. Select an item from the list to see more details and relevant options
Useful Articles Knowledgebase articles, Frequently Asked Questions, Policies and Processes are listed here
Announcements Keep an eye here for news and announcements regarding the Service Desk or Services at the University
My Incident Activity This year
This pie chart shows the number of incidents and requests you have made this year
You can hide or reveal the contents of a Dashboard by clicking the double-arrow icons in the top right corner.
You can also drag and drop dashboards, changing their order on the Home page. Grab the dashboard title bar and move it, then let go.
How do I log an incident?
From the Home page, select ‘Log A New Incident’ from the Help Me… area.
Figure 4 – ‘Log A New Incident’ option
Complete the ‘New Incident Form’. The Service Desk has already entered your details, but other fields have to be completed by you before you can select ‘Save and Close’ to finish the new incident.
Figure 5 - Complete the New Incident Form
What information should I provide?
The quality as well as the quantity of information you provide helps ICT to understand, assign and resolve your incidents quickly.
Please think about the following when you enter details of the incident:
Have you logged the incident before? What is the reference number?
Is anyone else affected?
When did the incident start?
How frequently does it occur?
What were you doing when it happened?
What do you see when it happens? Are there any error messages?
Are you a University employee or a contractor?
Do you have the same problem on another computer?
Does someone else have the same problem on your computer?
Have you tried to reboot your computer or device? Is the problem still there afterwards?
When you’ve entered your Incident Details, select ‘Save and Close’.
Figure 6 - Incident Reference Number
The Service Desk now shows your Incident Reference Number (Figure 6).
Select ‘Continue’.
An email also arrives in your inbox to confirm the incident reference number.
How do I add a note or attachment to my incident?
Select the incident from ‘My Current Activity’ on the Home page, or select it directly from the email received when you logged the incident.
Figure 7 - Select an incident from My Current Activity
Now select ‘Add Attachment’ or ‘Add Note’ from the Actions bar on the left (Figure 8).
Figure 8 - Add Attachment or Note options
Attachments
Add a ‘Title’ for your attachment (e.g. Error Message) then select ‘Choose File’ and browse to the file on your computer.
Figure 9 - Add an attachment
Select the file and choose the ‘Open’ button. Now select ‘Save and close’ to save the attachment to the incident.
Notes
In the ‘New Note’ form, type in some details then select ‘Save and close’.
When you next view the incident, any Notes and Attachments appear near the bottom of the screen.
How do I raise a request?
From the Self Service Home page, select the Service Catalogue option from the left side Navigation bar, or from the ‘Browse Our Service Catalogue’
Dashboard.
Figure 10 - Select the 'Service Catalogue' option
The IT Service Catalogue appears in a new screen. The catalogue divides into different categories, shown via the left hand navigation bar (Figure 11).
Figure 11 - Service Catalogue (example)
Select a category and then select a service. Choose ‘Add to Cart’ and then complete the form that appears.
You can place a service request on behalf of someone else, using the
’Requested For’ options on the right of the form. Note that if you do this, the email from the system confirming the request is sent to the other person and not to you.
Now select ‘Add to cart’ if you have more to do, or ‘Add to cart and Check-out’
if you’re finished.
Select ‘Service Catalogue’
Service Catalogue categories
Add to Cart
Where do I see how my incidents or requests are progressing?
From the Self Service home page, find your incident or request from the ‘My Current Activity’ Dashboard.
Figure 12 - Activity status
Next to the activity is a status, which informs you what is currently happening with your incident or request.
Incident or Request status
Status Type Description
Assigned Incident The incident has been assigned to a relevant team or person in ICT Attending Customer
Desk
Incident Someone from ICT is currently with you Closed Incident 7 days after being ‘resolved’, your
incident was changed to ‘closed’
Open Incident Your incident was received by the
Service Desk and ‘Triage’ is completed Resolved Incident Your incident is considered ‘resolved’
and you have 7 working days to contact ICT if you’re not happy with the result, else it will change to ‘closed’
Survey Completion Incident ICT have sent you a survey following the closure of your incident
Triage Incident The ICT Service Desk has received your incident, which is now being assessed before being ‘assigned’ to someone in ICT
With 3rd Party Incident ICT are waiting for support from a 3rd party provider
With Customer Incident ICT are waiting for a response from you Working from my Desk Incident The assigned team or person in ICT are working on your incident from their desk Awaiting IT
Authorisation
Request Your request is waiting for authorisation from someone in ICT
Awaiting Manager Authorisation
Request Your request is waiting for authorisation from your line manager
Checking Stock or Availability
Request Your request requires stock or a license and the availability is being confirmed Rejected Request Your Line Manager or ICT have rejected
your request
Out of Stock Request No Stock or license is available and a purchase is required
Cancelled Request Your request is no longer required and is cancelled
On Hold Request ICT is awaiting delivery of stock or a license so your request is on hold Awaiting Purchase
Approval
Request A quote has been obtained and a requisition has been raised.
Authorisation from your budget holder is now required.
Provisioning Request Someone is fulfilling your request right now!
How do I use the Knowledgebase?
Browse the ‘Useful Articles’ Dashboard in Self-Service to look for information, via Knowledge Articles, FAQs, Policies and Process or Known Errors.
Figure 13 - Useful Articles
Each article type has a unique icon for easy reference. Those articles voted as being most ‘effective’ appear at the top of the list. See Reading articles for more information.
Search
Rather than stepping through pages of articles, you can also use the Search option from the top of the screen (Figure 14) to find articles more relevant.
Figure 14 - Search for articles
Type a keyword into the Search box, and then select the magnifying glass icon to start the search.
Figure 15 - Search Results (example)
The search results show any matches (Figure 15) from the Service Desk knowledgebase.
Reading articles
Selecting an article shows the full description and solution (Figure 16).
Figure 16 - Reading an article
The ‘Yes’ and ‘No’ buttons give you the option to rate whether the article was effective for you or not.
This rating in turn affects the order of articles that appear in the ‘Useful Articles’ Dashboard.
For Managers – How do I approve an outstanding request?
Managers receive an e-mail whenever their authorisation is required on a service request from one of their staff.
Figure 17 - Example authorisation email
As a manager, you’re able to access the request directly through the e-mail by selecting the ‘Click Here’ link (Figure 17).
Managers have an extra button when logging into Self Service, called ‘Request Approvals’. Selecting this button shows a list of requests awaiting your approval.
Select the request to approve and choose from the following actions:
Figure 18 - Manager's actions
Some actions require more information. For example, if you reject a service then the ‘New Rejection’ form appears and you supply a reason (Figure 19).
Figure 19 - New Rejection form
Appendix A – How do ICT prioritise incidents?
ICT look at incidents in a structured approach, to ensure that we attend to those most critical first.
ICT initially assesses the incident at the ‘Triage’ stage. The incident is assigned ‘Impact’ (Table 1) and ‘Urgency’ (Table 2) codes, based on the following definitions:
Table 1 - Impact Codes
Code Impact Example
Urgent Extensive/Widespread An incident affecting the entire campus or a critical process or instruction in multiple classes, or is University-wide
High Significant/Large An incident affecting multiple departments or instruction in one class or a building
Medium Moderate/Limited An incident affecting multiple users (more than 5) or a department or a standard process that’s not critical
Low Minor/Localised An incident affecting one to five users or a non- critical process
Table 2 - Urgency Codes
Code Impact Example
Urgent Urgent A full service outage of a critical system. System is non-operational. Urgent response.
High High An incident that disrupts a users’ ability to do work on an issue that partially impacts a very important process. Quick response.
Medium Medium An incident that partially impacts the users’ ability to do work or one which a workaround exists.
Assistance is needed. Response as soon as possible.
Low Low An incident that has no impact on users’ ability to
do work. Response is not critical.
Based upon the Impact and Urgency codes, ICT then gives the incident a
‘Priority’ (Table 3), which is linked to a Service Level Agreement (SLA).
Table 3 - Priority Matrix Impact
L 1 2 3 4
M 1 2 3 4
H 1 2 3 3
U 1 1 2 3
Urgency U H M L
You can see from the SLAs (Table 4) that the highest priority incidents are resolved within 4 hours, whilst the lowest priority incidents are within 48 hours. Hours are measured in business hours. ICT Business Hours are:
Monday to Thursday – 8:30am – 5pm Friday – 8:30am – 4:30pm
Excluding Bank Holidays and University Closed Days Table 4 - Priority SLAs
Priority SLA (Business Hrs)
Priority 1 4 Hours
Priority 2 6 Hours
Priority 3 12 Hours
Priority 4 48 Hours
Appendix B – Why are ICT separating incidents and requests?
To assist ICT in becoming ITIL compliant.
What is ITIL?
ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying,
planning, delivering and supporting IT services to the business.
Overview and Benefits
ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to
organizations on how to use IT as a tool to facilitate business change, transformation and growth.
The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and
continually ensure they are meeting business goals and delivering benefits.
The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.
Adopting ITIL can offer users a huge range of benefits that include:
Improved IT services
Reduced costs
Improved customer satisfaction through a more professional approach to service delivery
Improved productivity
Improved use of skills and experience
Improved delivery of third party service.
Improved reporting
ICT will be able to effectively produce incident reports and calculate system downtime by using the Incident system exclusively for faults.
Easier for customers to submit requests
By pairing the service request system with a service catalogue, customers can select the exact service they are looking for, pre-filling most of the required information on their form. By making form submission easier, we make it easier for the customer.
Autonomous approvals built into the system
Every service in the catalogue has a process which defines whether
manager’s approval is required, whether ICT approval is required and whether there is a stock or license check required. This is automatic and will
significantly reduce the turnaround time of these tickets.
Consistency, Prioritisation and Expectation
Every service in the catalogue has a built in process. This means that the same requests will be dealt with in the same manner and again further reduces turnaround time. Having Requests separate from Incidents will increase ICT’s ability to appropriately prioritise faults and interruptions to service.
All raised incidents will be subject to “triage”. This is when the incident has been raised and received by the Service Desk and they must perform an initial assessment. A defined Impact and Urgency Matrix with a scale of Urgent, High, Medium and Low will be followed to assign the incident a priority. By assigning priorities in this way it enables ICT to consistently assess the incidents being raised and for us to respond with the appropriate level of urgency.
By using an exclusive Request and Incident process it enables us to
customise our service and be completely transparent. The system is designed to communicate, update and prompt autonomously with real time statuses viewable through the Self Service Portal. We have also been able to establish meaningful Service Levels so our customers have an expectation of how long things should take and what to expect at each step.
Relevant Service Levels
Incidents and Request need their own specific service levels. Typically, an incident is required to be resolved in a much shorter period of time given the interruption to a service.
Index
Android ... 2
Apple ... 2
article ... 12, 13 Assigned ... 11
Attending Customer Desk ... 11
Awaiting IT Authorisation ... 11
Awaiting Manager Authorisation ... 11
Awaiting Purchase Approval ... 11
Blackberry ... 2
Cancelled ... 11
Checking Stock or Availability ... 11
Closed ... 11, 16 FAQ ... 2
Impact ... 15, 16, 18 incident ... 2, 3, 5, 6, 7, 8, 10, 11, 15, 16, 17, 18 ITIL ... 17
knowledgebase ... 2, 12 LANDesk ... 2, 3 Mobile ... 2, 3 On Hold ... 11
Open ... 8, 11 Out of Stock ... 11
priority ... 16, 18 Provisioning ... 11
Rejected ... 11
request ... 2, 3, 5, 9, 10, 11, 14, 17 Resolved ... 11
searching ... 2
Self Service ... 1, 2, 3, 4, 5, 9, 10, 14, 18 Service Catalogue ... 2, 5, 9 Service Desk ... 1, 2, 3, 4, 5, 6, 7, 11, 12, 18 status ... 2, 10, 11 Survey Completion ... 11
Triage ... 11, 15 Urgency ... 15, 16, 18 web browsers ... 2
With 3rd Party ... 11
With Customer ... 11
Working from my Desk ... 11
