Service Manager Overview ( format)

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Service Manager 9.2 Overview
SERVICE MANAGER 9.2
OVERVIEW
August, 2011
Service Manager at a Glance
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Service Manager leverages the features of Service Center with
industry best practices.
Service Manager is a web-based system with the following
components:
SERVICE DESK
(replaces Service
Management)
Quickly manage, document
and resolve Interactions
CHANGE
MANAGEMENT
Minimize business risk and
promote strategic planning
INCIDENT
MANAGEMENT
Provides comprehensive
incident control
PROBLEM
MANAGEMENT
(replaces P99/55 tickets)
Investigate and fix root
causes of recurrent
incidents
Service Manager 9.2 Overview
What’s New?
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Cleaner, modernized screens for an improved user
experience
Automatic notifications to customers that tickets are
closed
Problem Management – an industry standard for root
cause analysis and known issues
Change Management – allows for monitoring changes
in real time and quicker entry of operational tickets
Dashboards and charts available for users to monitor
their teams’ performance
Service Manager 9.2 Overview
New Terms

Business Services: Business Services is the method of categorizing our
products. The Business Services that we will use are:
Academic
Clinical
Enterprise
Facilities
Financial / Administrative
Hardware

Miscellaneous
Network
Printers
Software
Telecom
CI (Configuration Items): Configuration Items include products and
services. A few examples are:
Adobe Connect
Internet Connectivity
POE
Service Manager 9.2 Overview
New Terms (cont’d)
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Interaction – An Interaction is the replacement for a call ticket that the IT Help
Desk opens. Currently, they are listed in Service Center as 11CALL75432.
Interactions are listed in Service Manager as SD10321. SD designates the Service
Desk module.
Impact – is an indicator of how much of the business is affected by the issue
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Enterprise - The issue affects the entire company or multiple regions
Site/Dept. – The issue affects a region, an entire building or an entire department
Multiple Users - The issue is isolated to sections within a single building or a workgroup
User – The issue is affecting an individual
Urgency – is an indicator of how quickly the issue must be resolved
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Critical - All tasks or functions are halted. No workaround available.
High - Some tasks or functions are halted or severely impaired. Work around is not easy.
Average - Tasks and functions can be completed but with impaired or disrupted capacity.
Workaround is available.
Low - All tasks can be completed, no disruption to service. The function disrupted is not
critical to the normal business operations or a request has been made for new service.
Service Manager 9.2 Overview
Priority Classification

Impact & Urgency will now calculate the Priority of a ticket.
Keep in mind, issues that require an automatic escalation to a Priority 1 or 2 will
remain that way.
PRIORITY
IMPACT
URGENCY
Impact
Priority
1–
Enterprise
2 – Site/Dept
3 – Multiple
Customer
4 – Customer
1 – Critical
2 – High
1 – Critical
1 – Critical
2 - High
2 – High
1 – Critical
2 - High
2 - High
3 – Average
3 – Average
2 - High
2 - High
3 - Average
3 – Average
4 – Low
2 - High
3 - Average
3 - Average
3- Average
Assessment
Matrix
Urgency

Service Manager 9.2 Overview
Access

Access SM at:
 https://srvmgr.johnshopkins.edu/sm/index.do

Supported Browsers:
Internet Explorer 7 & 8
 Firefox 3 & 3.5 (Windows and Mac)
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Service Manager 9.2 Overview
Summary Points
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Service Center –the current technical support system used by [email protected] is being
replaced with a new system called Service Manager.
The “Go-Live” date for Service Manager is the evening of July 8, 2011. Service
Center tickets will not be transferred over to Service Manager automatically…open
Service Center tickets need to be closed if possible
Service Manager is a web-based ticketing application and includes modules for
Incident Management, Problem Management, Interaction Management, and Change
Management.
Training and Overview sessions for Service Manager have begun and will
continue indefinitely as needed. Also, instructional videos and guides will be posted
online.
Questions or concerns regarding Service Manager can be directed to Missy
Wisniewski, Director, Technical Support Services at: [email protected]
Service Manager 9.2 Overview

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