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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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
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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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
The Portal Requests Page
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
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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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
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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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8
The Service Catalog Page
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
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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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
The User Management Page
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
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.
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