Demonstration system

For test and exercise purposes, a 446 Plattform® was configured in such a way that it can be used without an installed production system. This provides users with an instrument for exploring the potential of the 446 Plattform® and trying out its functions.

 

Chapters

  1. General Information
  1. Processes
    1. Incident
    2. Service Request
    3. Change Request
    4. Problem
    5. Configuration Management

  2. Selected Functions

 

 

  1. General Information
  1. URL

The demonstration system can be accessed via the following link:

https://demo01.isonet.ch

Note:

The login name and password will be sent to you by your Isonet contact upon request.

 

  1. Start page

After the successful login, the landing page or the activity list appears. Since you are logged in as an administrator, all modules are available to you.

This online help can be used for an initial overview of the operation. Navigate to the OPERATION > User Interface section, which describes the most important symbols and areas.

 

  1. User

Different users are configured on the demonstration system and have different roles in the processes.

User Affiliation
John Doe Employee Service desk
Hans Meier Employee Service desk
Kari Nordmann Employee Service desk
Lieschen Müller Customer: Müller GmbH
Maria Musterfrau Customer: Musterfirma AG
Max Mustermann Employee Service desk

The deputy function allows you to quickly switch between users (always from the administrator). To do this, click on their user name and select the role you want to take.

This means that you have the same permissions as the selected user. This means that you can no longer see all the functions, but only those for which you have authorization. The customers also do not see some functions, but these are visible to the service desk employees.

 

  1. Application case

A large group of companies involved in the production and sale of printers has equipped its service department with new software - the 446 Plattform®. The service desk is the first place for the wishes and problems of the customers. In the course of time, several tickets have accumulated which have to be solved.

 

  1. Ticket

Before the processes are described, get an overview of the structure of a ticket - OPERATION > Ticket. Here the sections Ticket roles, Top Menu and General Information are important for a first overview.

 

 

  1. Processes

A process can be described as a progression, a development or generally as a system of movements.

In the natural and social sciences, process is a term for the directed course of an event. In an operational-organisational context, processes are also referred to as business processes or value-added processes. Processes are also called programs running in computer systems, which are usually parts of the system software.

[Source: wikipedia.org]

The processes covered in this section have the following number ranges:

  • Incident: IN_000001
  • Service Request: SR_000001
  • Change Request/Request for Change: RFC_000001
  • Problem: PROB_000001
  • Task: TASK_000001

 

  1. Incident

The process described below is a simplified incident reporting process based on ITIL. After ticket creation, the data is validated by 1st level support. The ticket is then solved in 1st, 2nd or 3rd level support. The 1st-level support and then the customer must confirm the solution before the ticket is closed. Meanwhile, it is possible to send a query to the person concerned and the creator of the ticket. In addition, a change request can be made during processing. The incident ticket waits for the change request to be completed.

 

Process roles

The users have different roles in this process:

User Affiliation Role
John Doe Employee Service desk 3rd level support
Hans Meier Employee Service desk 2nd level support
Lieschen Müller Customer: Müller GmbH

Only ticket creator/affected person
Maria Musterfrau Customer: Musterfirma AG Only ticket creator/affected person
Max Mustermann Employee Service desk 1st level support

 

Application case

This example, as well as the following ones, can be simulated on the 446 Plattform®:

Maria Musterfrau is the first contact person at Musterfirma AG when it comes to the software products used in the company. A colleague reports to her because he can no longer print since the printer driver was updated. Mrs. Musterfrau therefore contacts the service desk.

No. User/Role Action
1 Maria Musterfrau
  1. Create new ticket, the ticket schema is Incident.

  1. The contact data and contact type are filled automatically.

  1. The next step is to describe the problem. Fields with a red exclamation mark are mandatory and must be filled in.

  2. Select Driver as the category. This displays a field for an affected driver below the description, as well as another tab for additional information. As title you write Printer does not print and in the detailed description you name the problem with Since the update of the printer drivers my colleague cannot print any more documents.

  3. The broken printer affects one department, but the employees can still continue working because there is another printer.

  1. The additional information is optional.

  2. At last the input is confirmed by Next and Create. The ticket has now been created and is accepted by the service desk.
2 Max Mustermann (1st)
  1. To update the list of activities, click on the button on the right (). The new ticket is displayed. The ticket can be opened by double-clicking on the ticket or by a simple click on the ticket number.

  2. In the overview, you can see that a priority of 1 to 5 was calculated from Impact and Urgency. Depending on the priority, there is a different time limit for accepting and solving the ticket. This is also indicated by the bar at the bottom of the ticket and under Details on the Service Level Agreement tab.

  3. On the Actions tab on the left you will find the current tasks for this ticket. The first one is: Accept Ticket

  4. Action Validation: OK

  5. Next, you will be asked for a solution. Since this problem cannot be solved immediately after initial suspicions, assign it to 2nd level support. Write a short comment for the next agent, e.g. please take a look.
3 Hans Meier (2nd)

  1. Action: Accept ticket. Please note the comment by Max Mustermann. This can also be found under Comments.

  2. Since you do not know exactly which driver is meant, start a customer query (in the Actions tab) to Ms. Musterfrau: Which version is it? (Greeting formulas are not necessary here, since these are inserted into the E-Mail automatically.)

In addition, in two minutes you would like to be reminded by e-mail that the customer response is still pending.

  1. Because you had no direct contact with the customer (e.g. by telephone), leave the field empty.

  2. In two minutes you will receive an e-mail (you can see it in the ticket under Messages) that you have not yet received an answer.
4 Maria Musterfrau Action: Answer query. Enter any version number for the test scenario in the text field and confirm with OK.
5 Hans Meier (2nd)

  1. Action: Query answered. OK.

  2. Go to the tab Solve ticket. Enter the solution there: Install the driver again and restart the computer. Then click on Solve. This solution will then be displayed in the overview for all participants.
6 Max Mustermann (1st)

  1. Take a look at the solution in the Overview or in the Solution tab.

  2. Write an internal comment (action Add Comment (internal)): probably this solution will not suffice

  3. Nevertheless, you confirm your colleague's solution with Solution OK.

  4. If you want to end the demonstration of the incident reporting process at this point, accept the solution on behalf of the customer. The malfunction message is now resolved and the ticket is closed. If you want to continue the demonstration, change directly into the role of Maria Musterfrau.

    Please make a note of the ticket number for the problem process.
7 Maria Musterfrau

  1. Go to the Comments tab. The last internal comment by Max Mustermann is not displayed there.

  2. Look at the solution.

  3. Reject the solution with the reason A reinstallation did not fix the problem.
8 Max Mustermann (1st)

  1. You can find the answer of Mrs. Musterfrau on the Overview page in the protocol.

  2. Assign the ticket to the 3rd-Level-Support with the comment Please analyze and possibly change the code.
9 John Doe (3rd)

  1. Accept ticket

  2. Optional: Create change request, with comment to the change manager. As a result, a ticket is created by the schema Request for change and the incident message ticket waits for its end. Once the change request has been completed, the solution must be noted.

    The process for the change request (RFC) is described in section 2c.

  3. Action: Solve ticket. Enter there: A code has been changed and a new version will be available soon, where the problem is fixed. Finish with Solve.
10 Max Mustermann (1st)

  1. Confirm John Doe's solution.

  2. In a telephone call with Maria Musterfrau she informs you that after the installation of the new version no difficulties occurred. You confirm the solution in your name and the ticket is closed.

You have thus successfully simulated the incident reporting process.

Please make a note of the ticket number for the problem process.

 

  1. Service Request

The following is a description of a request process (Service Request) based on ITIL. After ticket creation, the categorization is checked by a member of the Service Operation Team and the request is resolved. Before the ticket is closed, the customer must confirm the solution. In the meantime, it is possible to send a query to the person concerned and the creator of the ticket. A change request can also be made during processing. Furthermore, the ticket can be assigned to another member of the Service Operation Team for processing.

 

Process roles

The users also have different roles in this process:

User Affiliation Role
John Doe Employee Service desk Service Operation Team
Hans Meier Employee Service desk Service Operation Team
Lieschen Müller Customer: Müller GmbH

Only ticket creator/affected person
Maria Musterfrau Customer: Musterfirma AG Only ticket creator/affected person
Max Mustermann Employee Service desk Service Operation Team

 

Application case

Lieschen Müller recently purchased several new printers for Müller GmbH. The configuration is much more complicated than originally thought. She had already talked to John Doe about setting problems. She calls him and asks for help.

No. User/Role Action
1 John Doe (Service Operation Team)
  1. Create a new ticket. As the affected user, choose Lieschen Müller. By entering the first letters, her name appears and can be selected by pressing the Enter key or clicking the mouse. Alternatively, you can open a search log by clicking on the magnifying glass. The selection can be made by marking Lieschen Müller and OK. The ticket schema is Service request.

  1. The fields are filled out in the ticket assistant:

Title: Help with configuring the new printers

Kategorie: Configuration

Beschreibung: Help with configuration needed.

Wunschdatum: Today in one week (with the right button the current date and time is entered, with the left symbol a calendar is displayed)

Next and Create

  1. Action: Accept

  2. Since the category is already set when the ticket is created, it is only necessary to close with OK.

  3. John Doe is not the expert on setting printers. You assign the ticket to your colleague Hans Meier. To do this, use the Assign ticket action. Enter a comment, for example: Please accept. This dialog is analogous to the selection of the affected user during ticket creation.
2 Hans Meier (Service Operation Team) Since you are still missing some configuration details, please start a customer query: Please explain exactly for which cases the printer should mainly be used.
3 John Doe (Service Operation Team) As the creator of the ticket, you can also answer questions on behalf of the customer. You will see the question asked by our colleague Hans Meier and you suspect that Ms Müller cannot answer this question completely. You call her and help her answer the question. You will then have enough information to write the answer to the question: These printers are mainly intended for colour prints on matte photo paper in A3 format.

Please note the ticket number for later.
4 Hans Meier (Service Operation Team)

  1. Action: Query answered with OK confirm.

  2. Tab Solution: In the text field the solution Settings were configured accordingly enter and save.

  3. Action: Solved with OK.
5 Lieschen Müller A test printout does not give a satisfactory result. You reject the solution. One reason is e.g: Print quality not sufficient
6 John Doe (Service Operation Team)

You have called Mrs. Müller again: Your colleagues set up the printer as desired.

  1. You search for the ticket in the ticket list or via direct access with the ticket number.

  2. Action Add comment (internal): Ticket can be closed directly
7 Hans Meier (Service Operation Team)

  1. You open the ticket and see the new comment in the protocol in the ticket overview.

  2. Action: Close ticket, Reason: On customer request and confirm with OK.

You have successfully simulated the Service Request process.

 

  1. Change Request

The simplified change request process is also based on ITIL. A ticket can be created directly by a user or from the incident reporting process, the request process and the problem process. A change manager accepts the ticket and validates it. Then the evaluation (planning) takes place with the involvement of the CAB A change-advisory board (CAB) delivers support to a change-management team by advising on requested changes, assisting in the assessment and prioritization of changes. This body is generally made up of IT and Business representatives that include: a change manager, user managers and groups, technical experts and, possible third parties and customers (if required). [Wikipedia]. Once planning is complete, the ticket is assigned to an agent for implementation. Once the change has been completed, it is presented to a change manager for review. If the change does not pass the review, it can be reassigned or rescheduled to the last agent. If the change passes the review, it is assigned to the last editor for final implementation. There is no direct solution confirmation from the customer. However, a customer query can be made at several points.

 

Process roles

The users have different roles in this process:

User Affiliation Role
John Doe Employee Service desk Operator (programmer)
Hans Meier Employee Service desk Operator (programmer)
Lieschen Müller Customer: Müller GmbH

Only ticket creator/affected person
Maria Musterfrau Customer: Musterfirma AG Only ticket creator/affected person
Max Mustermann Employee Service desk Change Manager, Operator

 

Application case

Maria Musterfrau would like her new printers to automatically calculate how many pages are printed on average per week. To do this, she contacts the service desk again.

No. User/Role Action
1 Maria Musterfrau

  1. You create a new ticket and select the ticket schema Request for change.

  2. Your contact details will be entered automatically. You fill in the other fields:

Title: Calculate average print pages

Requirements: We want a feature in our printer software that allows us to display the average number of pages printed per week.

Category: Application software and then in the pop-up window Device manager

Create

2 Max Mustermann (Change-Manager)
  1. Action: Accept

  2. All required fields are set in the upper Validation tab. Action Validation: OK.

  3. Top tab Evaluation: Here you have to fill in some ticket fields:

    Prioritization: Low

    Categorization: Normal (category 2)

    Estimated expense in hours: 12

    Save

  4. Workflow actions Allow change

  5. By categorizing (2 or higher), the Change Advisory Board must be convened to decide whether the change will be implemented. In this case, the CAB gives its approval (Approve Change). OK

  6. You can edit the ticket yourself or assign it to a colleague. Use the upper tab Assign ticket to processor with the comment Please implement and assign it to John Doe.
3 John Doe (Programmer)

  1. Top tab Implementation. John Doe programs a solution and enters a description into the text field Solution: An output of the number of printed pages is now possible, an average value is calculated from it. He has spent 6 hours on it so far and enters this in the field for the actual effort. Save

  2. Action: Ready for review
4 Max Mustermann (Change Manager)
  1. Action: Accept

  2. Max Mustermann found an error in the code.

  3. Action: Review rejected -> back to the processor with the comment: Please correct the errors.
5 John Doe (Programmer)
  1. Action: The change failed the review:OK.

  2. John Doe believes that this ticket requires a review of the rating. Therefore he sends the ticket back: Ticket back to evaluation with the comment: Please set the expense somewhat higher.
6 Max Mustermann (Change Manager)
  1. Action: Take note of the comment and accept the ticket.

  2. In the upper tab Evaluation increase the planned effort to 20 hours. Save

  3. Workflow actions: Allow change and Approve Change by the CAB. Then edit the ticket yourself (Process on my own).

  4. Max Mustermann finds that he is not the expert in the field and assigns the ticket to his colleague and processor Hans Meier. The action Assign ticket to processor is used and a comment is entered: Please accept and solve - Assign
7 Hans Meier (Programmer) In the upper tab Implementation add to Solution: In addition, a graphical user interface has been implemented. The Actual expense is now 18 hours. Save and Review
8 Max Mustermann (Change Manager)
  1. Action: Accept

  2. Action: Review passed - OK
9 Hans Meier (Programmer)

Hans Meier's solution passed the review. It can now be delivered.

Action: Solution rolled out

You have successfully simulated the Change Request process.

 

Ticket template

There is a configured ticket template for the Change Request process. This can be called up on the start page with the button to the right of New Ticket.

As with ticket creation, an affected user can be selected. One click opens the dialog to enter the contact data and the description. Some fields are already filled in. This allows a quick creation of tickets with recurring field values. In this case it is ordering a new printer as a Change Request ticket.

 

  1. Problem

If similar incidents accumulate and several customers may be affected, the Problem process can be triggered. This part is executed by Support (for example, as a follow-up ticket to a incident message) or directly by the Problem Manager. Within the process, after evaluation and classification by the Problem Manager, the problem is assigned to a diagnostic coordinator. After the diagnosis, the Problem Manager decides whether the problem is solved by a coordinator, searched for an alternative solution, or accepted. Accepted problems are documented in the known error data base (KEDB). Basically, the manager decides which steps are necessary in the process. He assigns the ticket to a coordinator who is responsible for the execution of the various stages (diagnosis, solution search, implementation). The coordinator can create change request tickets and tasks and assign them to an processor. Finally, the solution is reviewed by the Problem Manager.

 

Process roles

In this process, the customers have no tasks (therefore not listed).

User Affiliation Role
John Doe Employee Service desk Problem coordinator
Hans Meier Employee Service desk Problem processor
Kari Nordmann Employee Service desk

Problem coordinator
Max Mustermann Employee Service desk Problem Manager

 

Application case

In the example scenario for the incident message, it was determined that the faulty driver was installed on several printers. However, the code change that led to the solution at Ms. Mustermann only solved the problem for her special configuration. The update of the driver, however, did not contribute to the troubleshooting for many customers. John Doe (3rd level support in the incident message process) then creates a problem ticket.

No. User/Role Action
1 John Doe (Problem­ coordinator)

  1. You create a new ticket and select the ticket scheme Problem. As the affected user, you choose yourself.

  2. You fill out the fields:

    Title: Driver version 2018.1 does not work with certain configurations

    Description: Driver 2018.1 is currently in use on several printers. The driver loses its functionality with a certain configuration.

    Related incidents: Click on the magnifying glass and select the ticket you created as part of the fault report. If you do not have the number at hand, please choose any INC ticket.

    Frequency of occurrence: Often (once a week)

    Next and Create

2 Max Mustermann (Problem Manager)

  1. Accept the new problem ticket.

  2. From your point of view, the problem is justified and important - you decide to work on the problem (Process problem - OK).

  3. Using the Classify this problem tab, you must classify and prioritize the problem:

Incident's priority: Prio 3

Countermeasures: Complex implementation

The frequency does not have to be adjusted, the problem class is calculated from the combination of the upper values. There is no Major problem here.

As soon as you click on Save, the problem class PC 3 is displayed in the overview.

  1. Use the Choose coordinator for diagnosis tab above to assign the ticket to the problem coordinator Kari Nordmann. Write a note in the comment field: Please diagnose problem.
3 Kari Nordmann (Problem ­coordina­tor)

  1. You have consulted with John Doe, so you can do without an order at this point. Confirm that you have performed the diagnosis by clicking on Done (Actions).

  2. You are writing a comment: The cause is a new module in the driver. So far 10 customers affected. Workaround: Install the latest driver without the additional module. This allows the basic functions to be used.

The new comment is displayed when you go to Comments on the left side.

  1. Now you can confirm (Documentation finished) that you have documented the diagnostic results.
4 Max Mustermann (Problem Manager)

  1. Through Kari Nordmann's comment you now know which module of the driver is faulty. But there is no solution yet. However, this is a problem that must be solved. You release the solution search (Approve search for solution proposal).

  2. The ticket will be assigned to the problem coordinator John Doe with the comment Please work out a solution proposal.
5 John Doe (Problem ­coordinator)
  1. Create an order (Create task tab). Files, CIs, and other affected users do not have to be transferred.

As an affected person, you choose yourself. You fill in the ticket fields:

Title: Develop solution proposals for the repair of the driver 2018-1

Description: The driver has caused problems for several customers. Please work out solutions, how the problem can be solved as fast as possible.

Relevant CIs: Select the affected driver.

Contractor: Select Hans Meier (group PROB problem solver).

Desired start of implementation: Now (right icon with green arrow)

Desired end of implementation: In two working days

Create

In the problem ticket you can see the order (task) in the Overview under Linked tickets.

  1. Confirm (Done) that you have created orders. You now have no activity in this ticket.
6 Hans Meier (Problem processor)

  1. Open the task (e.g. via the activity list).

  2. Use Document implementation to enter your solution proposal: Separate add-on module from standard driver and create new driver with add-on module for special configuration.

The actual implementation date is now.

Save and then Finished.
7 John Doe (Problem ­coordinator)

Open the problem ticket and copy the task's solution to attach it to the problem ticket as a comment.

You have now finished the documentation.
8 Max Mustermann (Problem Manager)

  1. Since you agree with the proposed solution, you decide: Solution already realizable.

  2. They re-elect the coordinator John Doe, this time to coordinate the implementation of the solution. Enter a comment: Please solve problem
9 John Doe (Problem ­coordinator)
  1. Create another task for Hans Meier (analogous to step 5):

Title: Install new driver

Description: As soon as the new driver is available, please communicate to customers and check installation.

A CI and times are not yet available at this point.

Option I (long version):

  1. Then click on RFC also required.

  2. Create a change request and accept the CIs. You remain the affected user.

Title: Bug in driver 2018.1 when printing photos

Requirements: Once 'Photo' is selected as the output type, no more images will be printed.

Remarks: Since many customers are affected, please prioritize treatment.

Categorization: Driver

Affected driver: 2018.1

Create

  1. Then click on Ticket(s) created.

At this point, you must wait for the RFC and task to be solved.

The process for the change request (RFC) is described in section 2c. For this RFC ticket, please start with step 2 and Max Mustermann as Change Manager.

Option II (short version)

  1. Click Tasks created for solution without RFC. The ticket now waits for the solution of the task.
10 Hans Meier (Problem processor) Open the task and enter New driver delivered and installed as the solution under Document implementation and the current date as the Actual implementation date.
11 Max Mustermann (Problem Manager)

  1. After consultation with some affected customers, they can confirm that the problem has been solved.

  2. Enter the solution of the two tasks in the tab Solution: Separate the add-on module from the standard driver and create a new driver with add-on module for special configuration. New driver is delivered and installed.

Save

This will allow you to resolve the problem.

  1. The KEDB (known error data base), which may have been created in the course of the process, can be archived in postprocessing.

Done

You have successfully simulated the Problem process.

 

  1. Configuration Management

The Configuration Management process is an ITIL process to provide up-to-date IT infrastructure data. The infrastructure includes both hardware and software components (Configuration Item - CI). These are stored and managed in the CMDB (Configuration Management Data Base).

In the CMDB of this demonstration system, the customer's printers and the developed printer drivers are stored. They can be accessed in the main menu (left side) via the CMDB tab. There are zones for customers and drivers. In order for the CIs to be displayed safely, the view ... with contained CIs.

The drivers are grouped by the year of their development and have one of the following statuses:

  • In planning
  • In development
  • Public
  • Legacy

The printers are assigned to the customers and can have one of the following statuses:

  • In order
  • In storehouse
  • Delivered
  • Active
  • Faulty
  • Disposed

 

Process roles

In this process, the customers have no tasks (therefore not listed).

User Affiliation Role
John Doe Employee Service desk Configuration Manager
Hans Meier Employee Service desk Configuration Manager
Max Mustermann Employee Service desk Configuration Manager

 

Actions

The Configuration Managers can perform multiple actions in the CMDB. This includes Create CIs and Move CIs. The following activities can be performed in an existing CI:

  • Change status
  • Edit properties (fields)
  • Write comments
  • Creating relationships to other CIs

A new CI is created by right-clicking on the corresponding zone and then clicking on New CI. In this example, another printer is created for the customer Müller GmbH.

In the following dialog the zone Müller GmbH is preselected. Select Printer as scheme and type. For the ID display, a display name of the printer must be entered (e.g. Printer 150).

Now the dialog of the CI opens. This dialog is also shown when an existing CI is opened by double-clicking:

The header data (Details tab) contains the most important basic data of the CI. The status is always On order for a new printer and In planning for a new driver. Under Zones you will find the zones in which the CI is located. Since we have created the CI in the zone of the customer Müller GmbH, this customer is also the affected user.

The Fields tab contains additional data that can be changed by clicking Edit. Do not forget to save the changes.

Relations display linked CIs. With CIs from the schema Driver, it is possible to link them to a CI of the schema Printer via the connection type Controls. If two CIs are linked together, the other one is displayed in each CI in the Relations tab.

To associate a driver with a printer, open a driver with the status In planning, In development or Published. In the upper area, under Actions, there is the option Link CI.

The Tickets tab contains all tickets associated with this CI. These can be, for example, incident report tickets where this CI was selected as the affected CI.

In the History all changes concerning this CI are listed.

Finally Comments can be added to this CI.

Clicking on Actions displays all available actions for this CI. These actions allow you to change the status or the affected user.

Note:

When you change the status, note that not all other statuses can follow from a current status. The change is dependent on the defined life cycle.

 

 

  1. Selected Functions

At this point, some functions are mentioned that are still important for working with the 446 Plattform® (selection). Links refer to the corresponding sections of the online help.