HP Service Desk

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HP Service Desk (OVSD)

Transcript of HP Service Desk

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HP Service Desk (OVSD)

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Objective

• The objective of this presentation is to provide a insight into HP Service Desk Usage and purpose.– Usage• Language• Time Zones• Views

– Open View– Create View

• Advanced Find

– Create Service Call– Create Incident Ticket– Create RFC– Create Messaging Work Order

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Changing the language of Service Desk

• HP OpenView Service Desk is supplied with support for the English language. If the company has translated the texts of Service Desk in multiple languages, you can change the language.– To change the language used by Service Desk:– In Service Desk, choose Options from the Tools menu. – In the Options dialog box, click the General tab. – From the Language list, select the language you want to

work in. – Click Apply. – Close and restart Service Desk for the changes to be applied.

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Changing the language of Service Desk #2

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Changing the password• Changing passwordsRegularly changing your password ensures the security of Service Desk. Passwords are case-sensitive. Remember your use of uppercase and lowercase letters when you change your password. To protect passwords, only asterisks are displayed when a password is typed.

– To change your password:• Choose Options from the Tools menu. • Click the Accounts tab. • In the Accounts tab, click Change Password. • In the Change Password dialog box, the account field shows the user name you used

to logon. You cannot change the password for different users. • In the Old Password field, type the current password. • In the New Password field, type the new password. • In the Confirm New Password, type the new password again. • Click OK.

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Changing the time zone

• While you work in one time zone, your customers may live and work in another time zone. If a service is agreed, dates and time are expressed in the customer's time zone.

• Changing time zones does not influence the way time and date values are stored in the database.

• Time and date values are always stored in Coordinated Universal Time (UTC). UTC is a standard time from which all time zone time and dates are calculated.

• All time and date values you see on your screen are calculated from the stored UTC values, plus or minus the adjustment for the required time zone.

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Changing the time zone #2

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Navigate Service Desk

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What is a View?

• Views give you a look at the information in a Service Desk item.

• For each Service Desk item you can create a number of views.

• In each different view, the data is arranged in a different manner and displayed in a different format.

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Work order View

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Change a View?To change the navigate to View Current View Select the List of Views.

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Creating Custom Views

• To create any other view:– Point to Current View in the View menu. – Choose Define Views. – In the Define Views dialog box, click New. – In the New View dialog box, type a name for the view in the

New text box. – Select the type of view and click OK. – In the View Summary dialog box, change the settings of the

view. – After you set your new view, click OK. – If the new view must be your default view, select the Default

check box in the list of views.

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Creating Custom Views #2

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Creating Custom Views #3

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Advanced Find

• Query restrictions limit the number of items sent to you from the Service Desk server.

• To find a work order based on a criteria– Click on “Advanced Find…” button

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Advanced Find #3• To find a work order status based on number and

completed by Sanjeeva Kulkarni and workgroup “Global-T2-Operations.

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Advanced Find #3• Result Pane displays the result fetched from

the OVSD server.

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Service Call

• To create a new service call, do one of the following:– In the File menu, point to New and choose Service

Call from the New submenu. – Click the Service Call icon in the shortcut bar and

then click the New button in the standard toolbar. – Right-click in a service call view and choose New

from the pop-up menu.

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What Service Call/Request?

• A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User.

• Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

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Service Call – Select Template

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Service Call – Enter Details

Field Details to be posted PurposeCustomer Sanjay Pandey An AES Employee ID

Organization AES Company Name

Configuration Item Any CI The device associated for this task

Descriptionserver.log is required for analysis A short description of task

Category Service Request / AssistanceSince the task is for server.log copying.Hence it is a identified as assistance

Classification Incident / Applications The task is associated with Application

Medium E-MailThe task was communicated by the requestor via e-mail.

Deadline 03-06-11 5:45Within what timeframe the task has to be completed

To workgroup Global-T2-OperationsThe workgroup this particular task would be executed.

• Enter the details as per the below table.

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Service Call – Details #2

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Service Call – Create Work order

• After filling the purpose as per the table for the Service Call; next step is to “create New work order”.

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Service Call – Create Work order #2

Field Details to be posted Purpose

Status AssignedIn order to execute the work order the status should be set to “Assigned”

Descriptionserver.log is required for analysis A short description of task

Category IT Related Task Task type

Deadline 03/06/2011 05:45Within what timeframe the task has to be completed

To workgroup Global-T2-OperationsThe workgroup this particular task would be executed

Awaiting Release No If the work order has to be released to the queue

• Enter the details as per the below table.

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Service Call – Create Work order #3

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What is RFC?

• The Request for Change (RFC) is formal request for the implementation of a Change.

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RFC (Request For Change)

• To create a new RFC, do one of the following:– In the File menu, point to New and choose

Change from the New submenu. – Click the Change icon in the shortcut bar and then

click the New button in the standard toolbar. – Right-click in a service call view and choose New

from the pop-up menu.

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RFC (Request For Change) – Select Template

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RFC – Enter DetailsField Details to be posted Purpose

Service INFRASTRUCTURE It is an infrastructure upkeep activity

Customer Sanjay Pandey An AES Employee ID

Affected Business AES In order implement this change, affected business entity

Environment Production Specify the business that the change would be implemented

DescriptionServer need a patch to fix scsi errors The reason for implementing this change

Impact Low If the impact of this change is affected to 1 person

Priority LowIf the priority of this change, normally depends on business impact.

Deadline 03/06/2011 14:00The deadline within which the RFC related work orders needs to be completed.

Proposed Start 03/06/2011 08:00 When the activity is proposed to start

Proposed Finish 03/06/2011 12:00 When the activity is proposed to finish

System Outage? YesIf the system would not be accessible or downtime required to implement this change.

Outage Start 03/06/2011 06:54At what time the outage be effective from, should be within the RFC Deadline.

Outage Finish 03/06/2011 13:00At what time the outage be ending, should be within the RFC Deadline.

Outage InformationFAS Application would not be accessible

The application that gets impacted for implementing this change

To workgroup Global-CHG-COORDINATORGlobal Change coordinators, who review and push to Change Advisory Board (CAB) for approval

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RFC (Request For Change)

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RFC – Create Work order

• After filling the purpose as per the table for the RFC; next step is to “create New work order(s)”. Each activity and each work group should have one work order.

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RFC – Create Work order #2

Field Details to be posted Purpose

Status Registered

In order to execute the work order the status should be set to “Assigned”; if RFC is approved, the status of WO would changed automatically.

Descriptionserver need patch to fix scsi errors. A short description of task

Category IT Related Task Task type

Proposed Start 03/06/2011 05:01 When the activity is proposed to start

Deadline 03/06/2011 09:01Within what timeframe the task has to be completed

To workgroup Global-T2-OperationsThe workgroup this particular task would be executed

To Person effone.vmuthukrishna The person who would be working on this activity.

Awaiting Release No If the work order has to be released to the queue

• Enter the details as per the below table.

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RFC – Create Work order #3

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What is Incident?

• An Incident is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service.

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Incident Ticket

• To create a new Incident Ticket, do one of the following:– In the File menu, point to New and choose

Incident from the New submenu. – Click the Incident icon in the shortcut bar and

then click the Incident button in the standard toolbar.

– Right-click in a service call view and choose New from the pop-up menu.

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Incident Ticket – Enter Details

Field Details to be posted PurposeConfiguration Item Any CI The device associated for this task

Service INFRASTRUCTUREThe task related to infrastructure up keep

DescriptionThe server is not responding, server needs to be rebooted. A short description of task

Impact High

Since the server is not responding and it needs to be rebooted to business to work upon.

To workgroup Global-T2-OperationsThe workgroup of this particular task would be executed.

Category Error (Fatal) Default

Classification Infrastructure Default.

• Enter the details as per the below table.

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Incident Ticket – Enter Details

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Incident Ticket – Create Work order #1

Field Details to be posted Purpose

Status AssignedIn order to execute the work order the status should be set to “Assigned”

DescriptionThe server is not responding, server needs to be rebooted A short description of task

Environment Quality Assurance Environment of the specified CI

Category IT Related Task Task type

Proposed Start 03/06/2011 08:06 When the activity is proposed to start

Deadline 03/06/2011 08:30Within what timeframe the task has to be completed

To workgroup Global-T2-OperationsThe workgroup this particular task would be executed

Awaiting Release No If the work order has to be released to the queue

• Enter the details as per the below table.

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Incident Ticket – Create Work order #2

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Create Work order for Messaging

• The purpose of creating work order for messaging workgroup to work on Exchange related tasks.– As a example, when we create a new account,

mailbox has to be created and enabled.– After completion of account creation in Active

Directory as per the request.– Update the status, solution, closure code.– Click on “Create Related WO” option.

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Create Work order for Messaging #2