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1 Table of Contents ..................................................................................................................................3
2 Document Control.................................................................................................................................4 2.1 Summary of Changes ...........................................................................................................................4 2.2 Document Approvers .........................................................................Error! Bookmark not defined. 2.3 How to Find the Latest Version of this Document...............................................................................4 2.4 Document Distribution.........................................................................................................................4 2.5 Document Updates...............................................................................................................................4 3 Overview ................................................................................................................................................5 3.1 Purpose.................................................................................................................................................5 3.2 Scope....................................................................................................................................................5 3.3 Intended Audience ...............................................................................................................................5 3.4 General Definitions..............................................................................................................................5 4 Roles .......................................................................................................................................................5
5 Getting Started ......................................................................................................................................6 6 Navigating..............................................................................................................................................6 7 Start Centers..........................................................................................................................................8 8 Viewing Bulletins...................................................................................................................................8 9 Opening an Application........................................................................................................................9 10 Self Service...........................................................................................................................................9 10.1 Searching for Solutions......................................................................................................................9 10.1.1 Searching by Classification...........................................................................................................12 10.2 Service Requests ..............................................................................................................................13 10.2.1 Viewing a Service Request ...........................................................................................................13 10.2.2 Creating a Service Request ...........................................................................................................14 10.2.3 Updating a Service Request ..........................................................................................................15 10.3 Adding Attachments ........................................................................................................................16 11 Logging Off........................................................................................................................................17
This document is intended to describe the functionality of the IBM Service Management (ISM) Self Service application and to serve as a quick reference guide to assist the reader with using the Self Service
interface.
3.2 Scope
The document covers all aspects related to the generic and standard functionality of the Self Service
application. Some information in the document may not pertain to your account. It is recommended that
you review any account-specific documentation for more information.
3.3 Intended Audience
The primary audience for this document includes Customer Self Help Users. The document explains end
user related activities for Self Service users.
3.4 General Definitions
The following terms are used in this document.
Term Definition
Application A part of the software that is used for specific functions. In ISM, the
individual modules such as Service Request or Incidents are also referred to
as applications.
Knowledgebase A database containing solutions and frequently asked question (FAQ)information.
Service Request The initial record requesting assistance
4 RolesThe information below describes the primary Self Service user role as it applies in ISM. The definition
provided below is ITUP / ITIL aligned.
User: The user receives services performed by an IT organization. When users need help, they contact
the User Contact Management, usually called a Service Desk. This help may be in the form of an incident
report, a service request, a request for change, or a request for information. The user is responsible for
providing the Service Desk with information about the requested service.
5 Getting StartedYou can access the tool at the URL provided by your administrator. Depending on the method used to
authenticate your access to the tool, the logon screen will vary.
Enter your user name and password and click Sign In to proceed. The next screen that displays is known
as a Start Center and will vary depending on the permissions associated with your user name.
Note: Sensitive personal information (financial, medical and similar information identifiable to an
individual) SHOULD NOT be entered into this system.
6 NavigatingThe browser menu and toolbar icons at the top of the window control your Web browser. These should
not be confused with the application menus and toolbars. Below the browser menu bar and toolbar is theISM toolbar which identifies the current application, displays messages (such as Record SR12345 saved),
and displays links to other parts of ISM. The image below identifies the browser menu and the ISM
toolbar.
Do not use the Forward and Back buttons in your browser to navigate within ISM. These buttons act on
the browser, and are not part of the ISM software.
Note: Depending on the resolution settings for your monitor, you may see scroll bars next to the ISM
toolbar. If you cannot see the link or menu that you want to access, scroll up or down to display it.
7 Start CentersWhen you log on, an initial welcome screen displays which is also known as a Start Center. A Start
Center contains links to actions, applications, data, records, and/or reports that are relevant to your user
name. Below is an example of a typical Start Center.
The information displayed on your Start Center allows you to review any new bulletins, jump to the
Solutions or Service Requests applications, create a service request, and view your open service requests.
A Start Center consists of two columns, one narrow and one wide. Each column can be configured to
display one or more portlets which display data and links that are available to you.
In the left (narrow) column are displayed links to the applications and actions that are most commonly
used which include, in this case, links for Search Solutions, View Service Requests, and Create Service
Request.
In the right (wide) column are displayed lists such as bulletin board messages and frequently asked
questions. These sections are also known as Result Sets. If more than ten entries display in any section,
click the left and right arrows to navigate through the list.
8 Viewing BulletinsUnread bulletin board messages display at the top of your Start Center. It is good practice to check thebulletin board for new messages before creating a service request in case there is information that is
relevant to the problem relevant to your request.
You can view bulletin board messages from any application by clicking the Bulletins link in the ISM
toolbar. This link will only display if there are active Bulletins. By default, only messages that you have
not viewed are displayed.
To display the contents of a new message, click the subject. The message opens to show the contents as
shown below. To close a message, click the message subject again.
If no messages are displayed, or you don’t see any messages about your current issue, you can search formessages by entering search criteria in the filter fields. For example, to see all messages about email
issues, type “email” in the Subject field and press Enter. You can also search by Post Date, Expiration
Date, and so on.
You can also view all messages in the system by clearing the filter fields and pressing Enter. However,
this is not recommended due to the large number of messages that may accumulate in any system over
time.
9 Opening an ApplicationThere are several ways to open an application through the Start Center:
• Service Desk Actions: To open an application, click the application link in the Self Service portlet,
such as click View Service Requests.
• Result Set portlets: To view bulletins and frequently asked questions, click an entry in a displayed list
on the right side of your Start Center.
• Go To: To open an application, click the Go To link in the navigation bar, then select the module
and application. For example, to open the Service Request application, select Go To > Self Service >
Service Requests.
10 Self ServiceThe Self Service application allows you to search for solutions, view current service requests, and create
service requests to submit to the Service Desk. Before you create a service request, you should search the
available solutions to see if one of them will help you.
10.1 Searching for Solutions
There are two ways to search for solutions prior to creating a service request:
• Select the Search Solutions link in the Service Desk Actions section of your start center.
• From the Go To menu, select Self Service > Service Requests > Search Solutions.