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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
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.
Change a View?
To change the navigate to View Current View Select the List of Views.
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.
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
Advanced Find #3
To find a work order status based on number and completed by Sanjeeva Kulkarni and workgroup Global-T2-Operations.
Advanced Find #3
Result Pane displays the result fetched from the OVSD server.
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.
Details to be posted
Sanjay Pandey AES
Purpose
An AES Employee ID Company Name The device associated for this task
Configuration Item Any CI server.log is required for Description analysis Category Classification Medium Deadline To workgroup
A short description of task Since the task is for server.log copying. Service Request / Assistance Hence it is a identified as assistance Incident / Applications E-Mail 03-06-11 5:45 Global-T2-Operations The task is associated with Application The task was communicated by the requestor via e-mail. Within what timeframe the task has to be completed The workgroup this particular task would be executed.
Details to be posted
Assigned server.log is required for analysis IT Related Task 03/06/2011 05:45
Purpose
In order to execute the work order the status should be set to Assigned A short description of task Task type Within what timeframe the task has to be completed The workgroup this particular task would be executed
To workgroup
Global-T2-Operations
Awaiting Release No
What is RFC?
The Request for Change (RFC) is formal request for the implementation of a Change.
Details to be posted
INFRASTRUCTURE Sanjay Pandey AES Production Server need a patch to fix scsi errors Low Low 03/06/2011 14:00 03/06/2011 08:00
Purpose
It is an infrastructure upkeep activity An AES Employee ID In order implement this change, affected business entity Specify the business that the change would be implemented The reason for implementing this change If the impact of this change is affected to 1 person If the priority of this change, normally depends on business impact. The deadline within which the RFC related work orders needs to be completed. When the activity is proposed to start
Proposed Finish
System Outage?
03/06/2011 12:00
Yes
Outage Start
Outage Finish Outage Information To workgroup
03/06/2011 06:54
03/06/2011 13:00 FAS Application would not be accessible Global-CHG-COORDINATOR
When the activity is proposed to finish If the system would not be accessible or downtime required to implement this change. At what time the outage be effective from, should be within the RFC Deadline. At what time the outage be ending, should be within the RFC Deadline. The application that gets impacted for implementing this change Global Change coordinators, who review and push to Change Advisory Board (CAB) for approval
Details to be posted
Registered server need patch to fix scsi errors.
Purpose
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. A short description of task
Category
Proposed Start Deadline To workgroup
IT Related Task
03/06/2011 05:01 03/06/2011 09:01 Global-T2-Operations
Task type
When the activity is proposed to start Within what timeframe the task has to be completed The workgroup this particular task would be executed
To Person
effone.vmuthukrishna
The person who would be working on this activity. If the work order has to be released to the queue
Awaiting Release No
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.
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.
Impact
To workgroup Category Classification
INFRASTRUCTURE The server is not responding, server needs to be rebooted. A short description of task Since the server is not responding and it needs to be rebooted to business to High work upon. The workgroup of this particular task Global-T2-Operations would be executed. Error (Fatal) Infrastructure Default Default.
Details to be posted
Purpose
In order to execute the work order the status should be set to Assigned
Assigned The server is not responding, server needs to be rebooted A short description of task Quality Assurance IT Related Task 03/06/2011 08:06 03/06/2011 08:30 Global-T2-Operations
Environment of the specified CI Task type When the activity is proposed to start Within what timeframe the task has to be completed The workgroup this particular task would be executed If the work order has to be released to the queue
Awaiting Release No