Using the Self Service - PowerPoint Presentation

Slide1

Using the Self Service BMC Helpdesk

IT DepartmentSlide2

Overview

BMC helpdesk is a customizable web-based application solution with an easy-to-use interface.

This helpdesk application will allow the IT support unit to provide a better service as well as track recurring incidents and generate performance reports.Slide3

BMC Helpdesk Features

User friendly

Browser-based, windows authentication within AUK domain

Centralized reference: by allowing users to view, create, update information, and track old tickets.

Self help through the knowledge search engines: it helps clients to find solutions quickly and easily without calling the helpdesk which saves time and increases satisfaction.

Receive IT posted messages through Whiteboard featureSlide4

Logging in to the

AUK BMC Self Service

To

log in to the

AUK BMC Self

Service

module, all you must know is the

following

information:

The

URL address of the Self Service

module

http://aukhelpdesk.auk.edu.kw

Your client ID and

password if you are accessing the helpdesk from

off-campus or from

Auk website.

No username and password are required if you are logged in

inside AUK campus

, since BMC self service is Windows authenticated, only type

http://aukhelpdesk

in your browser.Slide5

Working with

Incidents

Use the Incidents tab for managing

incidents

:

Create

, edit,

and close

incidents.

Search for and view incidents.Slide6

The Incidents tab has two menus:

The menu at the top of the tab provides access to the following views:

Incidents

Quick Tickets: View and search quick tickets, and create incidents from them.

The Actions menu provides functions that you can perform, depending on which view is selected (incidents, or quick tickets)

Working with

IncidentsSlide7

New Incidents

You can create an incident in 2 different ways:

From

a

template:

Quick

Tickets are templates for common problems and include standard information for the form fields.

Quick Tickets have four fields of information:

Quick Ticket ID: a unique identifier of the incident.

Description: a short description of the incident.Incident Description: A standard, more detailed description of the incident.

Incident Resolution: A standard description of possible solutions.Slide8

From a blank incident form

If

you do not find a quick ticket that fits your

incident,

you

may

create a new record using a blank incident form.

New IncidentsSlide9

Creating an Incident from a blank form

The

Support Type

is directly linked to the

Category

, once you select an IT

Category

, “Information Technology” will be displayed in the

Support Type

field.Slide10

1- From the

Actions

menu in the Incidents tab, click New. The Open Incident form will appear. Your contact information will automatically fill the client fields.

2- Click

Category

, and select the appropriate category/subcategory.

Creating an Incident from a blank formSlide11

3- For the

Convenient Timings

field, fill in the suitable time for IT support staff to visit.

4- For Incident

Description

, fill in a description of the incident, such as when the problem occurred, what is affected,….

5- Bold fields are mandatory, and if not filled, your ticket will not be submitted

6- You can only add an attachment (maximum size limit of 1.44MB) after you have saved the incident by clicking Submit.Creating an Incident from a blank formSlide12

Creating an Incident from a blank form

Make sure to click on

Back

after you

Submit

a ticket to return to the main Incidents menu. Otherwise, you might receive an alert message notifying you that the ticket is currently locked because the administrator is opening it simultaneously.Slide13

After submitting a ticket, you can always access it again, and only edit the

Convenient Timings

and the

Description fields

. You are not allowed to change the

Category

field once the ticket has been submitted.

You may check ticket updates at any time, such as:

IT Reply

Assigned StaffResolutionTo Edit your sent IncidentSlide14

To Edit your sent Incident

You may either overwrite or edit the

Convenient Timings

and the

Description

fields.

A log of

IT Replies

,

Convenient Timings and the Description fields will be saved in the below fields. Therefore, the communication trail will be saved.Slide15

Creating an

Incident

from a Quick

Ticket

Quick Tickets Advantages:

Speed up data entry,

Improve data accuracy,

And ensures consistent reporting.Slide16

1- From the

Incidents

tab, click

Quick Tickets

.

A list of available quick tickets is displayed

2- Select the required quick ticket.

Creating an Incident from a Quick TicketSlide17

3- From the

Actions

menu, click

Next Step

.

A new incident form appears with the description and other fields automatically filled in.

4- Change or add the fields as needed.

5- Make sure to select the appropriate

Support Type.

6- Click Submit. The incident is saved and appears in the list of your open incidents.Creating an Incident from a Quick

TicketSlide18

Email Notifications

An automated e-mail will be sent to the ticket logger’s email account whenever any modification occurs to the

IT Reply

field.Slide19

At the closure of the ticket, an e-mail will be also sent with the ticket resolution updated.

Do not reply to this email if you think that your problem persists. Login

to your BMC self-service account and

open a new ticket.

Email NotificationsSlide20

To Submit an Event Support RequestSlide21

Surveys

After logging a predefined number of tickets, you will be receiving an email with a link directing you to a survey questionnaire.

Filling such surveys will contribute to improving IT services and performance. Slide22

Filtering Incidents

By default, the

Incidents

tab displays all your open incidents. However, you may modify which incidents are listed:

List open, closed, or both open and closed incidents.Slide23

List incidents by a form field value. For example, you may list all incidents that have been opened on a particular date, that are in a specific category, or that have a specific number.

Filtering IncidentsSlide24

Using the Knowledge Search Feature

1- From the Knowledge Tools tab, click Knowledge Search. The knowledge search window appears.

2- In the Search for Word(s) or Phrase field, type in the text you want to search on.Slide25

3 -Select the records to search:

Search Knowledge Base:

Search closed

incidents.

Search External Documents: Search the content of any document stored in an external location, such as tech notes or white papers. These files can be text files, Microsoft Word files, Excel files, and others.

4 -To limit the number of search results, type a positive number for

Maximum Results

.

5 -Click

Search.Using the Knowledge Search FeatureSlide26

Your Profile

includes your name and contact information (location, extension, and email address,…).

Check your Client Information

You should verify this

information and inform

IT to update it if needed.

Keeping your profile

updated is important to

help serve you better.Slide27

Logging off the Self Service Module

To log off

From the upper-right corner of the window, click

Logoff

. A confirmation message appears.

Click

OK

. The log off window appears.

If there is no activity on BMC Self Service for a certain amount of time, the following message scrolls across the top of the window: "Your session timed out due to lack of activity. You will have to login again."Slide28

Conclusion

With BMC helpdesk, we will:

Enforce best-practice processes 

Improve key metrics such as first call resolution, mean time to repair, recurring incidents

Reduce call volumes and encourage user self-sufficiency by letting users search known solutions, and workarounds to common incidents

Prevent future incidents from occurring

Increase customer satisfaction ratings Slide29

Thank You