Self Service Centre is a easy to use Front-End for any Service Desk.

1.
SELF SERVICE CENTRE
The Front‐End for your Service Catalogue
Copyright © itsm IP 2009

2. Self Service Centre
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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3. Self Service Centre
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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4. Self Service Centre
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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5. Self Service Centre
• 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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6. Self Service Centre
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
Business hours
Service Hours 24 hours x 7 days
(or Agreed Service Time) (8:00 – 17:00 Mon – Fri)
TBA TBA
Maintenance Window
(Negotiated when required) (to be agreed and included in an (to be agreed and included in an
SLA) SLA)
Planned downtime During Maintenance window or
Within Service Hours only.
as agreed.
Pricing
A price list will be provided detailing the purchase price of the Self Service Centre
product.
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7. Self Service Centre
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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8. Self Service Centre
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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9. Self Service Centre
Figure 3 Product selection
Figure 4 Product options
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10. Self Service Centre
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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11. Self Service Centre
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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12. Self Service Centre
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 Work order populated with Not Assigned
Standard approver
2 WO : SSR Quotation: 5 Work order that is sent to the Shared Services
Purchase Shared Service Provider
3 WO : SSR Quotation: 6 Delivery Separate work orders per vender Not Assigned
4 WO : SSR Quotation: 7 Not Assigned
Schedule Installation One work order for installation
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13. Self Service Centre
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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14. Self Service Centre
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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15. Self Service Centre
Figure 10 Record in the tool
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16. Self Service Centre
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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17. Self Service Centre
Figure 12 Display of assigned jobs
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18. Self Service Centre
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.
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