SaaS Customer Portal - Overview

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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

HP SaaS Customer Portal

Overview


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Copyright 2012 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice.2

SaaS Customer Portal - Introduction

One stop shop where SaaS customers caninteract with SaaS and see information about

their SaaS Services.

This new portal is only for HP SaaS customers,

and it will replace the current HP SSO portal for

support purposes. Thus support/service casesfor HP SaaS products will be submitted using

this portal and handled by SaaS personnel.


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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3

The Portal Dashboard


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The Portal Dashboard

Solutions Info and Login

Lists customers entitledsolutions within SaaS.

Lists of solution(s) expiration.

Lists customers SaaS Customer

Success Manager information.

Reaches the login page of the

relevant customers solution(s).

Customer Recent Requests

List customers recent openrequests to SaaS.

Quick search for specific request

details.

Create new requests.

Notification

Lists the latenotifications

SaaS.

Drill into the

details.


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The Portal Requests Page


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The Portal Requests Page

The online Requests (ticketing) Management page enables the SaaS Portal Operator User to view, losupport and service requests.

On this page you can:

List all outstanding requests with SaaS.

Create new requests (either support or service) via selection in the service catalog

- Service Requests are standard add/move/change requests that are part of normal day to day

- Support requests are break/fix requests or to report a system down

Update existing requests.

Upload/download attachments for each request.


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A Request Life CycleNew Request

Opened

SaaS support teamsends a confirmation

e-mail

Within 1

hour

First response: data

availability check byHP technician

Based on

Requests

SLO

All requireddata found?

Technician requests

missing data in aRequest Journal entry

Customer updatesrequired details in a

Request Journal entry

HP support teamresolves Request

RequesterApproves

Resolution?

Request Closed

Requester details

reservations against

Request closure in aRequest Journal entry

No

Yes

Yes

No

Request statuschanges to

Resolved

Request status

changes to

Closed

Request statuschanges to Work

in Progress

Request status

changes to Work

in Progress

Request status

changes to

Pending

Customer

Request status

set to Open


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The Service Catalog Page


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The Service Catalog Page

The online New Request page, enables the SaaS Portal User to log a support or service

Requests.

Allows creating either a support or service type tickets.

Allows creating a ticket for each one of the relevant customer solutions.

Allows searching the catalog for specific catalog item.

Allows browsing the catalog based on categories.

Expose response time and resolution time per catalog item.


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The User Management Page


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The User Management Page

The Portal User Management page enables the Portal Admin User to add, update and delete any

Displays all registered users.

Add or delete user.

Update details for existing users.

Set a user role for a specific user (Admin, Operator, Viewer)- Admin users have the ability to view the dashboard, manage all requests, and manage user

- Operator users have the ability to view the dashboard and manage all requests

- Viewer users have the ability to view the dashboard and view requests (but not create reque


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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Thank you

SaaS Customer Portal - Overview

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