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Complete TrainingWhat it is, Why we use it, and How to use it properly.

Miele United States “SD Training” – English – Distribution V3.0General Training Version

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Overview of Service Desk

Web-based program where you can enter requests for services from IT

You can track those requests without the need to talk to anyone

Available 24 / 7 – no vpn required. Tablet, phone, home computer accessible

Easily see all the services IT can perform for you through a Service Catalog interface

There are no permissions or restrictions for anyone- everyone’s the same

Onus is placed on employees to enter their requests, not managers

Solve your own problems through Solutions database lookup

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Why are we using Service Desk ?

Simple: I.T. needed a better way of accepting and tracking to completion all the

different requests and projects we have to work on. We also wanted to offer you, the end

user a better, Transparent, more streamlined way of interacting with us that speaks to you in

simple, plain English and was intuitive and relatively easy to use.

We believe we have found such a tool in Service Desk.

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Barclays Bank Bank of China, NY Branch City National Bank Citizens & Northern Bank Halliburton Deutsche Bank Dollar Financial Group Equifax, Inc. Farmers State Bank Chicago Tribune Raytheon Seagate E! Entertainment TV Motion Picture Association of America The United States ArmyNielsen Media Research Sony Pictures-Imageworks San Francisco Zoo U.S.Oil & Refining CoThe New York Times Time Warner Cable Turner Studios The United States NavyUniversal Studios Avaya Nokia Marshall Aerospace L'Oreal Goodyear Tire & Rubber CO General Dynamics Fuji Film Xerox CFET Epson NASA Glenn Research Center National Security Bureau California Dept. of Corrections US Army Aviation & Missile Command US Joint Forces CommandNational Aeronautics and Space Administration (NASA) U.S. Department of Justice United States Department of Agriculture US Dept of Family Affairs US Dept of Veteren Affairs

If it can work for these companies, it should be able to work for us too!

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What is Service Desk Replacing ?

For the moment, Service Desk isn’t replacing anything. On its initial launch, every other form of communication you now have will still be available to you. This includes phone, email, Employee Forms, etc. Nothing will be stopped initially.

However…The plan for the future is to replace or eliminate:

• The Employee Change Form on 9IW.com

• The IT Helpline email address (ITHelpline@mieleusa.com)

• Employee Separation and New Hire Forms on 9IW.com

• ALL walk-in’s to the IT Department

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The Three Things You Must Know

Solutions

The Service Catalog

Requests

These are the most important parts of Service Desk

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SolutionsA way to solve your own problems before a Request is necessary

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Solutions

Solutions are updated / added on an almost daily basis

Solutions can be searched via keywords

Their purpose is for you to help yourself before you need help from IT

Solutions are available to every Service Desk user

Solutions are exactly what they say they are: Solutions to problems. Before creating a Request ticket, it’s a good idea to check the Solutions database to see if a fix exists for the problem you are having. The Solutions database is designed to help you figure out a solution to your problem so you can solve it yourself and there would be no need to contact IT. This would solve your problem faster, and there would be only minor downtime on your part.Solutions also list how to do things: Such as how to go about getting your own Webex account, or the steps required to request a new machine or computer accessory, etc.

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This is what the Solutions database looks like. You get to it by clicking the Solutions tab from the Main Screen of Service Desk.

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What exactly is a Service Catalog ?

Service Catalog

A way to organize and present to you a listing of all the services IT offers.

Groups all services by category and allows for searching.

Think of it like a clothing catalog. It shows everything “For Sale”.

Shows clear ownership of and accountability for the service.

Shows you (by omission) what IT does NOT offer.

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Service Catalog – this is what it looks like

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How the Service Catalog works:

To use the Service Catalog, you first find the proper category along the left side and click on it to expand all of the various services offered by IT to you under that category, which show on the right side.For instance, if you would like to request a network printer for your department, the “Print Services” category sounds best. Clicking that expands the services related to that particular category.Some requests might also be found in multiple categories, to make it easier for you.

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DO NOT USE THESE to enter requests EVER!!!

Shown above are the three “Incident” templates that you MUST NEVER use to enter a Request. Please ONLY use the requests you find inside the Service Catalog.If you use any of the entry methods shown above, you might send your request (Actually these are Incidents, which are different) into Limbo and there is a good chance no one will ever see them. The Requests in the Service Catalog have a lot of processes running behind them to make sure things work. The above links do not. If I could remove them I would, but I cannot. So please remember to NOT use them for anything. If you cannot find a request, contact the Helpline or Jim Primiani and we will add it if it needs to be added.

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What are Requests?

• Requests are the way that you let IT know you need something from

them. They are also known as Tickets.

• When you enter a Request, you are asking IT to do something for you,

which can be anything from password resets, asking for a monitor,

removing malware from your machine, etc. It’s just an electronic form

of asking for these things.

• Requests are the heart of Service Desk!

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Steps from start to finish to enter a Request1. First, you would need to log in to Service Desk.2. Next, you would need to go to the Service Catalog3. To get there, click the grey box labeled “Create a Service Request”

Since this is meant for training purposes, we need to imagine we have a problem. The most common problem encountered is that you need your password reset.Let’s assume that is our issue.Note: This is an EXAMPLE only. Please do not enter this into Service Desk as if it was a follow-along exorcise.

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Steps from start to finish to enter a RequestIn the Service Catalog, password resets are found under the heading “User Accounts and Passwords”. Hopefully the logic of this is apparent.Clicking the heading User Accounts and Passwords opens all the services available to you under that category. Looking through the services listing on the right shows “Password Reset Request”. Click this to open the Request page.

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Steps from start to finish to enter a Request

Above is the Request to reset your password. All you need to do is fill out the requested information, then click Add Request (Red button at bottom). All requests look about the same, but depending on the request, might ask for different information. All are handled the same: Fill it out completely and submit it.

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Some things to note about Requests

Every single request will show the Requester Details. This is YOU. The blue arrow pointing to Asset is where a link to the machine scan I asked everyone to run shows up. If you have a machine problem, IT can look at your machine specs (If you ran a scan) and know everything we need to without asking you anything. You can update your name, contact number and Job Title yourself under the “My Details” tab on the Home Screen. No need to ask IT to do it.

Also common to every Request is the SLA. The SLA (Service Level Agreement) is a timeframe that shows when this request will be resolved. Each request has a different SLA. Please note it when entering the request. Requests can be completed BEFORE the SLA expires, but not after.

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More things to note about Requests

Anything with a red asterisk next to it is a mandatory field.Some fields have drop-down selections denoted by the black arrow pointing down. Click it to show the predefined choices.

E-Mail ID(s) To Notify:This field is particularly useful if you need to copy someone else, such as your manager, in on whatever it is you’re requesting. Adding the email address of a person here will send a copy of any and all correspondence within the request from start to resolution to that email address.

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More things to note about Requests

Have a screenshot or file relating to the problem you are entering a request for ? You can add files by just dragging and dropping them into this area.

Certain requests must be approved by a department manager before they become “live”. Requests such as computer upgrades or non-standard equipment will be emailed to your department manager for approval upon completing the entry by you. Your department manger can either approve or reject the request. In some case, there are two levels of approval: Your department manager, then the IT department. So just because your department manager approves it, does not always mean the request will be completed. All approvals, whether approved or rejected, are also emailed to the Requester for their review.

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To Check How a Request is ProgressingSo you entered a request in Service Desk. Now what ? Some things to know: When you enter a request, you will get an email from “Miele Service Desk” with the details of the ticket. When a Helpline technician updates the ticket, you will not get any notice of activity to the ticket. This is so you aren’t bombarded by emails every time something changes in the request. You will however, get an email when a request is Resolved letting you know the problem is now considered done.

If you want to see any updates to a request you entered, you can do so anytime manually by clicking the “Requests” tab form the Main Screen of the Service Desk application.

Notice the “My Open Requests” drop-down. This is a way of filtering the requests you see. If you do not see a request you know you entered, check that the drop down selection is appropriate to what you are looking for. Managers also have the ability of seeing their department request through this drop-down selector, and not just their own. Contact Jim P to add this functionality to others you think should have it.

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Closing thoughts• The thought behind this program is to eliminate the need for management to

request everything for their people or departments. Onus is placed on the individual to request what they need when they need it. Everyone in the company shares the same access to the Service Catalog as everyone else. There are no permissions to set, or modules to grant access to. This is a whole new paradigm for Miele IT. One I am sure will benefit everyone.

• Service Desk can be accessed via your smartphone, iPad, home computer, etc. You only need credentials to sign in with, and an internet connection. It does not require the VPN at all, and will be available even if the power in Princeton is completely out. The app is available from the App Store and is called “Service Desk Plus On-Demand”. It is free.

• For now, in the early AM hours, between 7 AM and 10 AM EST, for Urgent situations or password resets, please call the IT Helpline directly (2480) instead of creating a Request. Yes, you can still call the Helpline anytime you’d like to. We will still answer the phone!

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So What Do I do Now ?

Consider yourself trained on the very basics of using Service Desk. You can now go ahead and enter requests using Service Desk as much or as little as you’d like.IT is constantly tweaking and changing the application because of your feedback in an effort to make this a simple, convenient and reliable form of communication for you. If you have any questions, concerns, or ideas regarding Service Desk, I invite you to please email me (Jprimiani@mieleusa.com) directly with them and I will be happy to address them or implement them if feasible! I will be offering additional training sessions on advanced features, as well as basic operation if you would like them in the near future.

Thank You For Your Attention