pas service request implementation-08-03-11-webex
TRANSCRIPT
PAS Service Request
An Automated Notes-based System to Replace Individual emails for issues
and services
August, 2011
Agenda
• Background
• What is changing?
• What is not changing
• Advantages
• Live demo
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Background
• Requests received all manner of ways in the past—
many lacked necessary details to address the issue
or provide the service
• Follow up by technicians often needed:
– To request key information
– Users pressed for time could not compose lengthy messages
– Users not sure of hardware/software components
• Studies showed:
– Pre-population of fields would save users time
– Drop-down lists another time-saver
– Familiar/easy interface essential
– Web-based solutions lacked key functionality
– Notes application best solution
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What is Changing?
All of PAS will have the application pushed to their workstations:
• Desktop icon brings up Notes and request screen
• Instead of composing email, you will use the request screen
• Emails to Production Support and the PAS Technology Team
mailbox will be phased out
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What is Not Changing?
• No change in services or technical personnel
• No changes to CRIS system or its notifications
• CRIS inquiries unchanged
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What happens after you click “Submit?”
• Request goes into the PAS Queue
• Technician “accepts” the PAS Request Form
• Technician creates the CRIS ticket
• Technician enters CRIS ticket number into PAS form
• Technician “closes” the PAS Request form
• Requestor gets email from PAS Request app
• Requestor gets email from CRIS system
• PAS request process ends and CRIS begins
Notification from PAS Technology Team
• Until we stop accepting emails, we may continue to
see this message.
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Notification from PAS Technology Team
• The PAS Service Request application sends out the
following acknowledgement.
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Notification from CRIS System
• The CRIS system sends out an acknowledgment.
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Notification from CRIS System
• The CRIS system sends out a notice when the ticket
is closed.
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Advantages
We expect the following advantages:
• More transparency
• Faster response from the PAS Technology Team
• Faster turnaround time in preparing CRIS tickets
• Less composition by users
• Reduced root cause analysis time
• Users will know the exact information expected of them
• Reduced time needed for follow ups
• Fewer phone calls for added information
• Copy and paste feature still available
• Pre-population of routine information
• Easy to navigate, user friendly application
• Easier to maintain and scalable.
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Timetable
• PAS Service Request application now in production
• Final live training sessions have been completed. This
Webex will be available for anyone who wants to view
it
• Existing email notifications will be phased out at the
end of August
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Objective Shortcut
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Example Questions
• The question was raised as to whether or not there could be a link to the PAS Service
Request from within Notes.
It was decided not to do this. It will be additional maintenance, and may cause confusion
among some users. With the icon on the Start menu and also on the desktop, that
should provide sufficient access.
• The question was raised as how a person with a second computer (such as another laptop at
home) would get the application and the icon.
We would need to push the application to the second computer. As long as it is
connected to the network, it will be received. We should have all the PC names on file.
• The question was raised as how the “hot seat” workstations will get the application and icon.
This will be done when all remaining personnel receive the app in the major push. We
will identify the PC names for those seats and push the icon out to them.
• The question was raised as how a new person will get the icon and application when they
join the company.
The new application will become part of the PAS image for new workstations.
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Example Questions
• The question was raised as when the email box for the PAS Technology Team will stop
accepting messages.
Tentative date for this will be the week of 8/31/2011, providing all live training has been
completed, the app and icon completely distributed, and this Webex is available.
• The question was raised as when to use the Corporate help desk number. Should we stop
using it?
The general PAS guideline is that you should not be using the Corporate Help Desk
when you are in the office, only if you are working from home or on the road. The PAS
Service Request can always be used by PAS, and if the request or issue needs to be
sent to another group, we will forward it. The PAS Service Request will be the new
method to report issues or request services.
• What if you cannot get into your system to report a problem?
Someone else can do it for you, as the application allows for you to select yourself or to
search for another name in the Lotus Notes directory.
• We also send requests to PAS Imaging and to BARS Support? Will this replace those
requests as well?
If you sent the request to the PAS Technology Team, yes this replaces those email
requests. The PAS Service Request form is helpful in that it will organize the request or
issue elements in a logical and complete way. It will be forwarded as appropriate.
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Example Questions
• Anything sent to PAS Technology now will go this way, as for Streetscape codes or new
reps?
The process for the Streetscape codes is a template and is not changing. Also, the
FINRA termination report process remains the same. For access to Streetscape, you
can use the PAS Service Request.
• What about Service Now? Is it available to everyone? I can go in and see CRIS tickets in my
name?
Yes, as far as we know. Just type “Service-Now” in your browser URL line, and it will
bring up the Service Now screen. The box on the right will connect you to your tickets.
• Is the PAS Technology Mailbox going away?
No, that resource remains in place. However, at some point in the future, individual
emails will no longer be accepted.
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Objective Advantages
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Appendix Service-Now
Service-Now
• To view the status of your ticket, enter “Service-Now” into the URL line
of your browser. This will bring up the following screen. Click on “My
Help Desk Tickets”
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Service-Now
• All CRIS tickets created for you will be displayed. Follow normal CRIS
operations to view tickets for status.
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