Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service
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Transcript of Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service
Hands-on Lab: Get the Most Out of CA Service Management Unified Self-serviceAvneesh Bhatnagar – Sr. Principal Product Manager – CA TechnologiesJohn Sorensen – Advisor, Presales – CA Technologies
AMX37E
AGILE MANAGEMENT
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For Informational Purposes Only
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
Terms of this Presentation
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Agenda
CONSUMING SERVICES THROUGH UNIFIED SELF-SERVICE
FEDERATED SEARCH FOR INFORMATION
RAISING ISSUES WITH SERVICE SUPPORT
SERVICE REQUEST APPROVAL FULFILLMENT
ADDING/MODIFYING CONTENT FOR SELF-SERVICE CONSUMPTION
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Consuming services through Unified Self-service (USS)
Open Chrome and login to USS as jbrown/ca using the Forward Financial url
Go through the screen layout and content– consists of widgets that can be imported into any
HTML portal like Microsoft SharePoint
Demo of the mobile app
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Federated search for information
Click in the search window and type in VPN and click Enter
Click the See All option
Let’s go through the content returned on the different headings– Click on the unfold arrow to the right of the answered (green marked)
‘Connecting iPad to vpn’ entry in the Message Board list– Click Back in the browser– Click on the Juniper Networks – Network Connect – VPN Setup in the
CA Service Desk Manager list
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Federated search for information (cont.)
– CA Service Catalog – click the offering shown and back in browser– Google – click on one of the hits– Logout of USS
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Raising issues with service support
Click the Home icon in Chrome and then login to Unified Self-service as “kroberts/ca” using the Forward SP url
Click My Resources in the left-hand pane
Click on the Report an Issue link under one of the devices
Click on the Report an Issue link under one of the software items listed
Click Home in the left-hand pane and then Report an Issue
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Raising issues with service support (cont.)
Watch the difference in ”ease of use” to the end-user between the three and how the two first can be leveraged to classify and pre-load information
Logout of USS
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Service Request Approval Fulfillment
Click the Home icon in Chrome and then login to Unified Self-service as “jarnold/ca” using the Forward Financial url
Click Request a Service
Click Request Software
Scroll down and then click on Microsoft Visio 2010 Professional – Local Install
Select itasm in the available list of devices
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Service Request Approval Fulfillment (cont.)
Scroll up/down and click Submit
Click Check out and submit
Switch to (or re-open) Firefox and then login to Unified Self-service as “rjones/ca” using the Forward SP url
Click on My Requests in the left-hand pane
Click Pending
Click Request Software
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Service Request Approval Fulfillment (cont.)
From the "Pending Approval" drop-down list select Approved and click Save
Logout
Optional– Login to CA Service Catalog as sjobin/ca– Click on My Requests in the left-hand pane– Click Pending– Click Request Software– Click Action Perform Action; select Filled from Inventory Save
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Adding/Modifying content for self-service consumption
Switch back to (or re-open and login to USS using jarnold/ca) Chrome
Click on Communication Tablet Devices iPad Tablet Switch to (or re-open) Internet Explorer and then login to
Service Catalog with freno/ca Click “Catalog” tab Expand service tree and select “iPad Tablet” service under
Communication Tablet Devices folder
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Adding/Modifying content for self-service consumption
Click Definition tab in the right-hand pane
Click Change Layout to toggle views
Click the Edit Service Option Group icon
Click Definition tab
Click Create Copy icon
Click OK
(cont.)
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Adding/Modifying content for self-service consumption
Click Edit icon on newly copied service option
Update the name to “iPad – 64GB”
Click Rate
Update “Unit Cost” to “$699”
Click Update
Click Save
(cont.)
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Adding/Modifying content for self-service consumption
Click Return to Service Option Group Click Offerings tab Click Definition tab Click Edit Offering Selection Expand plus (+) sign for “Tablets” Make sure there is a check on include all 3 iPad checkboxes Click Save
(cont.)
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Adding/Modifying content for self-service consumption
Switch back to (or re-open and login to USS using jarnold/ca) Chrome
Click on Communication Tablet Devices iPad Tablet or refresh the browser page
(cont.)
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ExperiencesIn this workshop you experienced: Overall value of Unified Self-service Searching for solutions/services Different approaches for raising issues Request for services and approvals Adding/modifying services
Summary
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Recommended Sessions
SESSION # TITLE DATE/TIME
AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm
AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 11/16/2016 at 1:45 pm
AMT114S Get With the xFlow – CA Service Management Customers Tell Their Stories About the New xFlow User Experience 11/16/2016 at 3:00 pm
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Must See Demos
Service Desk and Support Analyst xFlow Experience
Software and Hardware Asset Management
Request Management and Self-service
Management Insights –Reporting and Dashboards