VSM Workshop - Support Team Comms Pack
Infra to VSM Migration:
Incident
Major Incident
Request Fulfilment
Thursday, 8 December 2011
Introduction
• Who?
• Where?
• Why?
• What?
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Housekeeping
Session length
Break
Attendance sheet
Food and drinks
Toilets
Mobiles
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Helpdesk
What is your experience of a
Service Desk?
What was good
What was not so good?
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What are we learning today?
• SLA’s, Gold, Silver, Bronze
• Requests Fulfilment
• Incidents
• Major Incidents
• VSM Overview
• Change Call Type
• Contact Customers to Close First Contact Button (Close FCB)
• Calls Outstanding SLA
• Contacting Customers to close calls
• Linking Calls
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RMIT ITS SLA
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Introduction to VMware Service Manager 9
Why do I need to understand this?
• Identify the differences between Infra 8 and the way VMware
Service Manager 9 is set up
• Changes are intuitive for existing Infra 8 users
• Highlight process tweaks being introduced
• Align us to ITIL v3 best practice
• Our goal is to improve services to our customers.
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What is the difference between
Incidents and Request Fulfilments?
• Incident = a customer has an issue / something does not work, e.g.
desktop not working, cannot access the internet etc
• Request Fulfilment = a customer needs something, e.g. purchase a
laptop, access to application they did not have before, a password
reset etc
Note:
To align us to ITIL v3 best practice, we now say CUSTOMER
and not user
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Incidents, Major Incidents and Request Fulfilments
(Service Requests) are now separate
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Creating a new call. What’s different?
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Creating a new call. What’s different?
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Creating a new call. What’s different?
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Calls Outstanding View
Response (SLAfc first call) = time to make first contact to customer
Resolution (SLA) = time to resolve the call
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Launch VSM
• The new URL to access VSM 9 is:
https://servicemanager.rmit.edu.au/vsm/servicemanager.aspx
• Your login credentials are the same as before on Infra 8
• You will need local administration rights to your desktop/laptop
as the application utilises Active X controls.
• If you have issues starting the application, please contact the IT
Helpdesk on x58888
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Request Fulfilment call cycle
LINK
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Acknowledging
the “response” SLA (To be confirmed)
LINK
Incident process tweak, Closing Incident and Fulfilment Requests
Before closing a Incident/Fulfilment Request you must try to contact
the customer twice over 2 days
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Incident call cycle
LINK
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Change an Incident to a Major Incident
LINK
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Link Incident to Major Incidents
LINK
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Summary key points
• VIP & Business Owner – Listen to what they are requesting and
respect their opinion. They are allowed to declare a P1 or P2. If in
doubt, consult your line manager / team lead.
• Nature of your Call – Comes from the self service portal and is
presented for informational purposes only. Not mandatory for calls
logged via the “thick” client.
• Alt Location and Alt Tel are non-mandatory free text. Start
encouraging collection of mobile numbers to improve customer
contact.
• Customers, not users / clients / etc.
• Impact x Urgency calculates the Priority
• Initial contact with customer to Close FCB
• Two attempts to contact the customer before closing the call
RMIT University©2011
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Outcome
• SLA’s, Gold, Silver, Bronze
• Requests Fulfilment
• Incidents
• Major Incidents
• VSM Overview
• Change Call Type
• Contact Customers to Close First Contact Button (Close FCB)
• Calls Outstanding SLA
• Contacting Customers to close calls
• Linking Calls
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Questions
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Thank you for attending
VSM Workshop