hands-on lab: the new ca service management xflow user experience for the service desk analyst

Hands-on Lab: The New CA Service Management xFlow User Experience for the Service Desk Analyst Avneesh Bhatnagar – Sr. Principal Product Manager – CA TechnologiesJohn Sorensen – Advisor, Presales – CA Technologies

AMX28E

AGILE MANAGEMENT

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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of

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Terms of this Presentation


Agenda

CARDVIEW

STREAMS

COLLABORATION

WEATHER

HEAT

SERVICE GENIUS

1

2

3

4

5

6


xFlow – Cardview

Login to xFlow as dbell/ca

Investigate the Cardview displayed

Click on the List view icon at the upper right-hand corner


xFlow – Cardview (cont.)

Click on the Cardview icon at the upper right-hand corner to return to the Cardview

Click on some of the options (without taking any actions) to familiarize yourself with the options– change the sorting away from Heat, review filters on top of the

Streams, export the Stream to Excel, etc.

Click on My Queue (if not already there)


xFlow – Cardview (cont.)

Hover over the options visible to work on a ticket directly from this view

Click on the image of the business user to view Quick Profile


xFlow – Streams

Click NEW STREAM

Select Predicted SLA from the drop-down list in the left column, select less than from the drop-down list in the middle column, select 1 in the right column

Enter Breached SLA's as its name and click the SAVE icon


xFlow – Streams (cont.)

Click on Breached SLA's

Click on the Edit icon or the Hide icon to familiarize yourself with the options



Click NEW STREAM

Select Team from the drop-down list in the left column, select Equals from the drop-down list in the middle column and then APPLICATION SUPPORT in the right column

Select Team from the drop-down list in the left column, select Equals from the drop-down list in the middle column and then DESKTOP SUPPORT in the right column

Select ANY (logical OR) in the Match field



Enter App or Desktop Team as its name and click the SAVE icon

Click on App or Desktop Team



Add a third row and select Active from the drop-down list in the left column, select Is from the drop-down list in the middle and True in the right column

Select Custom in the Match field and then add parentheses as shown in order to demonstrate the flexibility

Click the SAVE icon and watch the number of the stream drop to something more reasonable

Click My Queue



Open Internet Explorer and login to CA Service Desk Manager (CA SDM) as dbell/ca

From CA SDM tab select Customize Scoreboardfrom File pull-down menu

Click on My Queue My Incidents

Select check box on the right labeled‘Show in my workstreams’

Click on Update Item



Switch to the Chrome browser and click browser refresh and watch My Incidents turn up as a Stream


xFlow – Weather

Click on the Weather icon

Go through the attributesthat make up Weather(default)

*Note: The Weather attributes are configurable via the CA SDM Admin UI


xFlow – Heat

Click on Heat on the first ticket seen in the upper left of the Cardview

Go through the attributesthat make up Heat (default)

Close(X) the Heat pop-up

*Note: The Heat attributes are configurable via the SDM Admin UI


xFlow – Service Genius

Click Notifications icon

Note the update indicators– Red dots

Streams

Tickets

Notifications

Notifications


xFlow – Service Genius (cont.)

Click on the (global) Search field at the top of the primary xFlow screen and start typing in ‘arn’ and see how the search begins across different object types in the underlying repository

Click on the image next to ‘Arnold, June’ to view the Quick Profile in context

Delivering Service Support (dispatcher taking a call)



Click on the Arnold, June (contact) object in order to review her profile using the Quick Profile

Click on the New Ticket pop-up arriving when hovering over the Arnold, June (contact) object




Click in the command bar and type “User unable to sync email”

Click the arrow in command bar again to show options for the highlighted term “email”

Click the CLASSIFY EMAIL

Click the drop-down arrow and start typing in “out” in order to filter the selection of email clients

Click the MICROSOFT OUTLOOK 2010




Click ENTER in the command bar in order for the ticket to be created– Watch the Status Open required field that pops up in the

attributes section (it defaults to ‘Open’)

Click ENTER in the command bar in order for the ticket to be created

Click / in the command bar and then pause for a second in order to watch the list of available commands




Then continue by typing– /title –Outlook Sync Issue and ENTER

Click the thermometer icon to merely see Heat changes in the ticket history log

Click the thermometer icon again to see the complete ticket history

Click in the command bar and type in “/dsc -User unable to sync outlook email or calendar from the laptop” and watch the ticket history update




Click the down arrow for SOLUTIONS

Click the SYNCHRONIZE FOLDERS AUTOMATICALLY… entry

Hover over the SYNCHRONIZE FOLDERS AUTOMATICALLY… knowledge document…

Click the Use button in order to apply this knowledge document as a solution for the ticket

Click in the command bar and Type /comment -issue not resolved after using knowledge. User still cannot sync outlook.




Click the Research icon (binoculars)

Click the first hit returned

Select the Outlook 2010 section of the document

Click the Research CA SDM browser extension icon (binoculars) in the top right corner of the browser tab

Click Selected Text

Click the Attach button




Click on the xFlow browser tab

Click in the command bar and Type /comment -issue not resolved with research, will search for experts

Click the down arrow for SUGGESTED EXPERTS

Hover over the Email and Chat buttons available




Hover over actions at the center of the first card (incident)

Follow-up (new functionality)

Click on the Additional Actions (three dots) menu and the available options pops up according to his role (level 1 analyst)

Click on Follow-up

Fill in date, time and comment

Set up the reminder and save

Delivering Service Support (working with tickets)


xFlow – Collaboration

Click on Team Messages icon

Create a new message:– Compose a new

Team Message by clicking on the Compose icon

– Select Desktop Support group to send it to

Team Messages



Click the ticket we created from scratch

Click the down arrow for SUGGESTED EXPERTS

Hover over the Email and Chat buttons available

Suggested Experts



Login to xFlow using another browser (if you use Chromefor dbell then use Firefox for shiggins or vice versa)

Return to the dbell browser session

Click the Chat button available for ‘shiggins’ or from command bar type /chat @shiggins and hit Enter– Chat bar will appear with shiggins added to the conversation

Chat



Type ‘hi Sam, I need your assistance with an email sync issue. I see your name appearing as an expert on this ticket so maybe you can help me with a solution?’

Switch to the other (shiggins) browser session and seethe notification indicating a chat request

Click on the chat request and start chatting with dbell

Type ‘I recall that @ksmith too has encountered such ticketsin past, he maybe be able to provide some more tips’

Chat



Watch that ’ksmith’ is added to the conversation

Switch to the dbell browser session

View the advice from shiggins

Type ‘thanks Sam, I’ll ask the user to try this out’

Close the Chat session and review the updated ticket history

Chat


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Questions?


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hands-on lab: the new ca service management xflow user experience for the service desk analyst

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