SELF SERVICE CENTRE The Front‐End for your Service Catalogue 

 

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Self Service Centre

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Product Description The goal for the Self Service Centre product is to maintain and improve IT Service quality in line with business and cost justification.

This process is triggered by change in business, market strategy, customer request for a new service/asset or change to an existing service/asset, service review cycle and any change to the technical infrastructure.

Implementing Self Service Centre successfully will ensure IT organizations are customer focused and service oriented.

Four main areas of focus for Self Service Centre are: • Improvements to the Procurement Process

• Automation of processing of Access Request Forms

• Field technicians being able to view and update jobs

• Users being able to update personal details

Improvements to the Procurement Process This product fills the need to provide a web-based interface that allows users to view standard options for purchasing desktops, printers, software & laptops, with quoting functionality built-in, so that costs are to be included as a quote when the request is generated on the system.

The solution aligns with the existing contracts with customers, resellers and other suppliers by using an interface into the Service Desk solution for this information.

Automating the quotation function will provide large time and resourcing benefits, as a manual paper-based process will have too many manual steps involved in approving and costing.

The principals behind the architecture are: • Service Desk solution is the single location for storing and updating the Service

Catalogue detail

• The intranet environment is the best place to store the pricing information for assets for procurement, for ease of updates

• An XML RPC wrapper layer decouples the end user experience from the specifics of the actual service desk tool used. This provides an easier interface to non technical people, and an easy migration point.

• Service Level Management processes are leveraged for designing and implementing solutions the Service Catalogue in the Service Desk solution.

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Automation of the Access Forms currently populated on intranet If users currently manually complete User Access Forms and fax or email to them to the Service Desk, then the automation of the completion and approval of these forms would both improve the end user experience and improve operations management within the Service Desk.

Service Desks currently can take more than 20,000+ calls per month relating to access forms and issues. This product focuses on improving this situation by allowing the user to do more and, for the process to be streamlined to allow it to happen quicker.

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Architecture The architecture is shown in Figure 1 Self Service Centre Architecture.

Figure 1 Self Service Centre Architecture

Standard Service Requests The Self Service Centre functionality includes: • Returning a list of Standard Service Request (service call) templates. The Web page

would allow the user to select the specific template.

• Search for the user based on details such as employee id, Novell id, email address

• Fill in data such as person details (location, phone, email), service request information, service request costs, service request extra information links.

• Allow the customer to fill in extra information.

• Allow the Standard Service Request to be submitted to Service Desk solution. This would create the Service call record, and the related work orders as defined in the Standard Service Request template.

• Assign default resolver group.

• Possible post work order creation processing.

Procurement In addition to the above functionality,

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• The Web page will allow the selection of the standard asset to be purchased (external pricing database)

• Allow the quote to be associated with the service call record

• Extra assignments of work orders

Tracking of requests • The user is able to track the status of jobs that they have submitted (status, last update)

• The user is also able to request a status update of their jobs.

Technicians updating their jobs • Self Service Centre allows the Technician to log into the system through the web, using

details such as employee id, Novell ID, email address

• Technicians can search for Service Calls, work orders based on; status, assignment to them, their resolver groups

• Technicians can update details of the job

• Technicians can close calls and complete work orders

User update of their details • Self Service Centre allows the user to log into the system through the web, using details

such as employee id, Novell ID, email address

• Self Service Centre allows the user to update Organisation, Location, Phone, Email addresses

Capacity Planning As this solution is just automating the existing Service Request process, it is expected that no extra Service Desk records are required within the Service Desk solution. Additionally, requests will use plain text for all content, not document attachments. Currently, emailed requests do have file attachments. This solution will reduce the need for emailed requests. Therefore there is minimal additional capacity required.

Licensing The Web API is expected to use a single named account (i.e. One only). Therefore, this will not impact on the Service Desk solution licensing. The customer is licensed for the entire enterprise for the Self Service Centre product (i.e. Unlimited users).

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Support Two basic levels of support are detailed below. A Service Level Agreement (SLA) will be drawn up to define the specific support agreements required by each customer. Support Category 5 Day Support 24 x 7 Support

Service Hours (or Agreed Service Time)

Business hours

(8:00 – 17:00 Mon – Fri)

24 hours x 7 days

Maintenance Window (Negotiated when required)

TBA

(to be agreed and included in an SLA)

TBA

(to be agreed and included in an SLA)

Planned downtime Within Service Hours only. During Maintenance window or as agreed.

Pricing A price list will be provided detailing the purchase price of the Self Service Centre product.

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Improvements to the Procurement Process

Procurement Process Overview An overview of the procurement process to be implemented is described below, and shown in Figure 2 Procurement work flow. Further details are described in the following sections.

1. Customer chooses standard items from the web page

2. Customer reviews summary screen (Figure 5 Procurement request), fills in their credentials, selects an approver and submits the request.

3. The request is created in Service Desk solution as a service call record (Figure 6 Request in Service Desk solution) and an approval work order (WO: SSR Quotation: 3 Standard).

4. The approver receives an email.

5. The approver clicks on the email link to go to the Web approval page and approves the request. (If the request is denied, the denied reason is entered.)

6. Once the work order has been approved, a number of work orders are created: “WO: SSR Quotation: 5 Purchase” is created and assigned to the Shared Services queue. “WO: SSR Quotation: 6 Delivery” work orders are created for each vendor. These are not assigned at this stage. “WO: SSR Quotation: 7 Schedule Installation” work order is created, but not assigned at this stage.

7. The Shared Services team receive the notification of the assigned work order. They action the purchase and assignment of the delivery work orders as normal.

8. After delivery, the cluster team installs the equipment.

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Figure 2 Procurement work flow

Procurement Request When the user selects the procurement section, web pages for the pick list of items are displayed with any pre-requisites for the items, (Figure 3 Product selection and Figure 4 Product options). Once the items have been selected, a verification screen is displayed. See Figure 5 Procurement request.

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Figure 3 Product selection

Figure 4 Product options

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Figure 5 Procurement request

The procurement request shown in Figure 5 Procurement request would be attached to the service request. This is attached in the Job Description field as text, as shown in Figure 6 Request in Service Desk solution.

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Figure 6 Request in Service Desk solution

Note that the items are grouped by vendor.

If any of the line items are rejected by the approver, then the whole quotation is rejected, and the user will need to resubmit. In the approval form, there is a text field to capture the reason for rejection (Figure 7 Approval screen).

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Figure 7 Approval screen

The work flow is shown in Table 1 Procurement Work orders. Note that the work orders for steps 2-4 are only attached if the approval work order is successful.

Table 1 Procurement Work orders Step # Template Description Assigned To

1 WO : SSR Quotation: 3 Standard

Work order populated with approver

Not Assigned

2 WO : SSR Quotation: 5 Purchase

Work order that is sent to the Shared Service Provider

Shared Services

3 WO : SSR Quotation: 6 Delivery Separate work orders per vender Not Assigned

4 WO : SSR Quotation: 7 Schedule Installation One work order for installation

Not Assigned

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Customers viewing the status of their jobs Customers are able to view the status of their jobs that they have raised and are not closed, i.e., service requests where they are the caller. The details are shown in Figure 8 Customer viewing the status of their jobs.

Figure 8 Customer viewing the status of their jobs

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Automation of the Access Forms currently populated on intranet For standard service requests, Figure 9 User Access form is used. The created service request is shown in Figure 10 Record in the tool.

Figure 9 User Access form

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Figure 10 Record in the tool

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Field technicians being able to update completed jobs

Job Update To allow the technician to be able to update/close a job, a web page is provided as shown in Figure 11 Update service call screen. Separate screens are provided for Service Calls, Work Orders. A navigation screen that allows the technician to enter the job number will also be provided.

Figure 11 Update service call screen

Finding other jobs The screen Figure 12 Display of assigned jobs allows technicians to find other jobs that have been assigned to them or their resolver group.

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Figure 12 Display of assigned jobs

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Users being able to update personal details Customers are able to request an update to their details using the screen shown in Figure 13 Update user information.

Figure 13 Update user information

The service request created for this is sent to the Service Desk solution support team to have the details updated. The location remark field is used by the support team to map to a location code. No authorization is required.

Table 2 Person Update fields Field

Caller contact details

Caller location (free text to be mapped by the support team)

Please note that work orders are not required.