Meet Your Next (and Last) IT Service Desk
Learn how Samanage’s unified service desk & asset management solution will allow you to easily integrate and train IT staff, as well as end users.
I’d like to thank everyone for joining us today and welcome. This is the Samanage webinar Meet Your Next and Last Service Desk. My name is Adam Shearin, I’m account manager here at Samanage. I’ve been here since 2012 and back then we started with less than 50 customers. What we’re here for is every company needs a service desk. And, what we’re going to talk about today is what we’re hearing from our customers. So, what you guys really want and what you really need. You guys are looking for an ITIL-ready solution, that is simple and feature rich. And, you need a way to unify assets, tickets, and people that you are servicing all in one place. I think the phrase that we hear most often is “under a single pane of glass.” Then you need the ability to service those folks anywhere, traveling, mobile or at home. You want to transition to a service oriented structure, and provide and facilitate the needs of your entire organization. The service desk is unifying all of the different departments for you, not just traditional IT.
With that said, what makes Samanage different? Instant value, we’re able to get most of our clients running in 14 days. Code-free customization, at Samanage, we don’t have the concept of professional services. There’s no coding required. It’s really easy to customize the application to the unique needs of your organization. Samanage is ITIL-ready, the sophistication that you need without the complexity that you don’t. We don’t force ITIL on anyone, but we help you become ITIL compliant, and grow and evolve as you need to. Samanage is revolutionary in the streamlined user interface. We want that experience to pleasant on a day to day basis. We’re keeping you on the cutting edge of ingenuity, we operate with an agile methodology. We’re able to respond rapidly. I’d like to invite everyone to visit our community page, as well. The last part is unified service manage and asset management, easily connect the dots from assets to users.
With that said, thank you for bearing with me through the introduction here. Let’s go over the dashboard of the Samanage application. So, what we’re looking at here is the dashboard of the app. We’re going to focus on the service management portion of that app today. We’re going to skip over the inventory piece and focus on the service desk. You’ll see the integration with the asset manage side as well. We come with widgets, 80-some widgets. You can see it’s really easy to move these around, I like to keep the charts up top, but you can really customize the dashboard to meet your needs. You can turn them on and off as well. If there’s something that we haven’t thought of, it’s really easy to build out custom widgets with RSS feeds. Other key features of the dashboard – a communication bell so you can quickly see the notification of something you’ve been assigned to. There’s also the plus sign, you can easily add a new incident. This is my user profile, all of the users are going to have a unique profile and you can customize the information there. Anything that you want to record about a user then you can see what assets are assigned to each user. I don’t have my mobile device in here but you can associate your mobile devices to a use as well.
What we’re focusing on today is the service desk. As a service desk technician you can see what I assigned to and what I’m working on. As an end user you can see what I’ve submitted in the past. Then the rest of the ITIL features, the problems, changes, and releases. I’m going to go under service desk and click on incidents. Let’s talk about where these inicdents and tickets are coming from. This is the Samanage self-service portal, a lot of the items in here are customizable. But, this is the main landing page, we try to make it as easy as possible for end users to get to the self-service portal. You can also keep email support addresses active and forward those into Samanage as incidents. We want that end user to land on this page and search the knowledge base. Let’s skip over to a new ticket. The new ticket page is really clean, just like an email. You can add CC fields, subjects, and the body. Then there is the category subcategory, etc. and you can use that information to route the incident to the right technician. If you click application support category, you can build out templates, you can get all of those questions answers at the same time based on categories.
Back over to the main incident screen. When I land on the incident queue, I’m going to see all of the tickets that I’m working that aren’t closed or resolved, I’m going to see the tickets that have been assigned to me or my group. The main incident queue, cleared my filters out and let’s look at the really neat features. Everything is color coded. Once you are looking at the service desk enough you know that blue is new, yellow is awaiting input, etc. This little dot down here means I’ve missed my SLA. I can hover over the eagle eye here and you can see everything about incident, you can change the priority the category, subcategory, or reassign the ticket all in line. We have a really nice reports tab, but we can run reports on the fly with filters. I can create new reports as I customize this data and export to a CSV, PDF, or print. I can look at this information in real time on my dashboard.
Let’s dive into a ticket. Scrolling you can see this is a service request from this end user. Then you can see this is the title of the particular problem, and all of the verbiage and meat of the request from the self-service portal. Scrolling down this is where you conversate with the user. And, you can see the entire history of the conversation. There is also a private comment option, where you can leave notes for your team without the end user getting a message. Other really neat features where you can just insert existing solution. It populates the comment box for me, and it only takes a couple of clicks from me to post all of that information to the user. Starting from the bottom I can manually enter how much time I spend on this ticket. But the Samanage time monitor will give you this information as well. This is our task management tool. This is a way for me to get other people to collaborate on this ticket and give them due dates as well. You can actually manage your tasks from the dashboard. It’s almost like a project management feature. The task list is in a lot of different places within the application.
Under the comment box is also where you can create new solutions as well. This is where you can also tell the application if it should appear on the self-service portal. I can search by any key data point. I like to search by name, click that asset and attach that asset to a particular ticket. These are the affected assets. Now, I can go back to asset management portion of the application, I can see the entire work history of the asset and how the incident has been correlated there.
The rest of these features are coming from ITIL. I can see the related incidents, problems, or changes to this particular incident. This is the escalation process. I will jump over to the problems section, so you can see how these relationships are created. You can also merge incidents as well.
Let’s look at the problems section. The server outage, you can already see that there is a parent-child relationship with these. These are the related incidents and items. I can select these and immediately notify that this particular problem has been fixed. This is the server outage, mail server is not working, the root cause is a virus, symptoms are it’s not starting, work around is to shutdown the server and go to the backup server. The problem is a global issue and here is who submitted the incidents. Instead of managing the incidents individually, I’ve chosen to make one problem and associate the incidents to one problem, once it’s fixed I can notify them all with one click of a button. We do have an emergency change associated to this problem.
I’ll jump over to the changes. The structure is the same as problems. This is my change plan, we’re going to patch it to fix the email deliverability, return to last known good configuration, then we’re going to test it on a local server. As an IT service manager, I need to get an approval to make these changes. The only difference from problems is that I have a change approver board. I’ve chose to make all these folks approvers before I can implement this change plan. I can do a planned start date and end date, justification for this change, and environments impacted. On the right hand side I can manage time spent, tasks, people who can help. You can also see all of the related incidents.
The last part of the webinar I wanted to hit on is the service catalog. This is the workflow engine. My favorite service catalog to show is the employee onboarding request. Back on the self-service portal, then to the service catalog under human resources onboarding request. What do they need from a technology standpoint? On the technician side you can build out variables. To add variables and customizations, give it a name and select. Move them around and replace them as needed. In this case, I need manager approval as the first step. This user will give them security access and another user will give them technology. Quickly add an approval, then add a task – who needs to do what and by when. If there’s ever a hold up in a process you can see where that is.
Time for questions…