Guía del curso Administración Service Manager

Administración de Service Manager

1. Guía del curso
Administración de Service Manager
ILT-ISMA-1701
www.ivanti.com | 801.208.1500

2. Administrador de servicios de Guía de administración del curso
ILT-ISMA-1701
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Contenido
1 Resumen de la administración .................................................. .................................................. ............. 9 1 Resumen de la administración .................................................. .................................................. ............. 9 1 Resumen de la administración .................................................. .................................................. ............. 9 1 Resumen de la administración .................................................. .................................................. ............. 9
Consola de Service Desk .................................................. .................................................. ......... 9 Consola de Service Desk .................................................. .................................................. ......... 9 Consola de Service Desk .................................................. .................................................. ......... 9
consola de configuración .................................................. .................................................. ....... 10 consola de configuración .................................................. .................................................. ....... 10 consola de configuración .................................................. .................................................. ....... 10
Interfaz de usuario de administración .................................................. ............................................. 10 Interfaz de usuario de administración .................................................. ............................................. 10 Interfaz de usuario de administración .................................................. ............................................. 10
Descripción general de objetos de negocio .................................................. .................................................. 11 Descripción general de objetos de negocio .................................................. .................................................. 11 Descripción general de objetos de negocio .................................................. .................................................. 11
Business Objects & the User Interface ............................................................................... 11 Business Objects & the User Interface ............................................................................... 11 Business Objects & the User Interface ............................................................................... 11
Parts of a Business Object ................................................................................................... 12 Parts of a Business Object ................................................................................................... 12 Parts of a Business Object ................................................................................................... 12
2 Using Process Wizards ................................................................................................................ 13 2 Using Process Wizards ................................................................................................................ 13 2 Using Process Wizards ................................................................................................................ 13 2 Using Process Wizards ................................................................................................................ 13
Process Wizards Overview ................................................................................................... 13 Process Wizards Overview ................................................................................................... 13 Process Wizards Overview ................................................................................................... 13
Incident Management Wizard ............................................................................................... 14 Incident Management Wizard ............................................................................................... 14 Incident Management Wizard ............................................................................................... 14
Viewing Incident Management Lifecycle ............................................................................ 14 Viewing Incident Management Lifecycle ............................................................................ 14 Viewing Incident Management Lifecycle ............................................................................ 14
Request Management Wizard .............................................................................................. 15 Request Management Wizard .............................................................................................. 15 Request Management Wizard .............................................................................................. 15
Change Management Wizard ............................................................................................... 15 Change Management Wizard ............................................................................................... 15 Change Management Wizard ............................................................................................... 15
Getting Started Tasks ............................................................................................................ 16 Getting Started Tasks ............................................................................................................ 16 Getting Started Tasks ............................................................................................................ 16
3 Exploring Security ......................................................................................................................... 17 3 Exploring Security ......................................................................................................................... 17 3 Exploring Security ......................................................................................................................... 17 3 Exploring Security ......................................................................................................................... 17
Security Overview .................................................................................................................. 17 Security Overview .................................................................................................................. 17 Security Overview .................................................................................................................. 17
Security Components ............................................................................................................ 18 Security Components ............................................................................................................ 18 Security Components ............................................................................................................ 18
4 User Management Options .......................................................................................................... 20 4 User Management Options .......................................................................................................... 20 4 User Management Options .......................................................................................................... 20 4 User Management Options .......................................................................................................... 20
Introduction to Roles .............................................................................................................. 20 Introduction to Roles .............................................................................................................. 20 Introduction to Roles .............................................................................................................. 20
Creating a Role: Details ........................................................................................................ 21 Creating a Role: Details ........................................................................................................ 21 Creating a Role: Details ........................................................................................................ 21
Creating a Role: Security .................................................. .................................................. .. 22 Creating a Role: Security .................................................. .................................................. .. 22 Creating a Role: Security .................................................. .................................................. .. 22
Tareas de seguridad - Funciones .................................................. .................................................. ...... 23 Tareas de seguridad - Funciones .................................................. .................................................. ...... 23 Tareas de seguridad - Funciones .................................................. .................................................. ...... 23
Manejo de grupos de contactos .................................................. .................................................. ... 24 Manejo de grupos de contactos .................................................. .................................................. ... 24 Manejo de grupos de contactos .................................................. .................................................. ... 24
administrar equipos .................................................. .................................................. ................... 24 administrar equipos .................................................. .................................................. ................... 24 administrar equipos .................................................. .................................................. ................... 24
Manejo de Usuarios / Empleados .................................................. .................................................. 25 Manejo de Usuarios / Empleados .................................................. .................................................. 25 Manejo de Usuarios / Empleados .................................................. .................................................. 25
Opciones de configuración de seguridad .................................................. .................................................. .. 25 Opciones de configuración de seguridad .................................................. .................................................. .. 25 Opciones de configuración de seguridad .................................................. .................................................. .. 25
Tareas de seguridad - Perfil del Empleado .................................................. .................................... 26 Tareas de seguridad - Perfil del Empleado .................................................. .................................... 26 Tareas de seguridad - Perfil del Empleado .................................................. .................................... 26
5 Autoservicio .................................................................................................................................... 27 5 Autoservicio .................................................................................................................................... 27 5 Autoservicio .................................................................................................................................... 27 5 Autoservicio .................................................................................................................................... 27
Self Service Overview ........................................................................................................... 27 Self Service Overview ........................................................................................................... 27 Self Service Overview ........................................................................................................... 27
Application Setup – Branding ............................................................................................... 29 Application Setup – Branding ............................................................................................... 29 Application Setup – Branding ............................................................................................... 29
Self Service Tabs ................................................................................................................... 29 Self Service Tabs ................................................................................................................... 29 Self Service Tabs ................................................................................................................... 29

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ILT-ISMA-1701
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Home Page ............................................................................................................................. 30 Home Page ............................................................................................................................. 30 Home Page ............................................................................................................................. 30
Role-Based Self Service Branding .................................................. .................................... 30 Role-Based Self Service Branding .................................................. .................................... 30 Role-Based Self Service Branding .................................................. .................................... 30
Las tareas de autoservicio .................................................. .................................................. ............. 31 Las tareas de autoservicio .................................................. .................................................. ............. 31 Las tareas de autoservicio .................................................. .................................................. ............. 31
6 Auto Servicio Móvil .................................................. .................................................. ................... 32 6 Auto Servicio Móvil .................................................. .................................................. ................... 32 6 Auto Servicio Móvil .................................................. .................................................. ................... 32 6 Auto Servicio Móvil .................................................. .................................................. ................... 32
Acceso a Auto Servicio Móvil .................................................. ........................................... 32 Acceso a Auto Servicio Móvil .................................................. ........................................... 32 Acceso a Auto Servicio Móvil .................................................. ........................................... 32
Personalización de Auto Servicio Móvil .................................................. ....................................... 34 Personalización de Auto Servicio Móvil .................................................. ....................................... 34 Personalización de Auto Servicio Móvil .................................................. ....................................... 34
Personalización de la página de inicio .................................................. .............................................. 34 Personalización de la página de inicio .................................................. .............................................. 34 Personalización de la página de inicio .................................................. .............................................. 34
Personalización del Catálogo de Servicios .................................................. ....................................... 36 Personalización del Catálogo de Servicios .................................................. ....................................... 36 Personalización del Catálogo de Servicios .................................................. ....................................... 36
ajustes .................................................. .................................................. ................................ 36 ajustes .................................................. .................................................. ................................ 36 ajustes .................................................. .................................................. ................................ 36
Guardar para más tarde y carro .................................................. .................................................. ..... 36 Guardar para más tarde y carro .................................................. .................................................. ..... 36 Guardar para más tarde y carro .................................................. .................................................. ..... 36
Auto Servicio Móvil de tareas .................................................. .................................................. .. 37 Auto Servicio Móvil de tareas .................................................. .................................................. .. 37 Auto Servicio Móvil de tareas .................................................. .................................................. .. 37
7 Utilización de búsquedas .................................................. .................................................. ......................... 38 7 Utilización de búsquedas .................................................. .................................................. ......................... 38 7 Utilización de búsquedas .................................................. .................................................. ......................... 38 7 Utilización de búsquedas .................................................. .................................................. ......................... 38
busca en general .................................................. .................................................. ............ 38 busca en general .................................................. .................................................. ............ 38 busca en general .................................................. .................................................. ............ 38
Búsquedas de texto simple .................................................. .................................................. ....... 39 Búsquedas de texto simple .................................................. .................................................. ....... 39 Búsquedas de texto simple .................................................. .................................................. ....... 39
Buscando Tareas - Búsqueda simple .................................................. .................................... 41 Buscando Tareas - Búsqueda simple .................................................. .................................... 41 Buscando Tareas - Búsqueda simple .................................................. .................................... 41
Búsquedas de filtro .................................................. .................................................. .................... 42 Búsquedas de filtro .................................................. .................................................. .................... 42 Búsquedas de filtro .................................................. .................................................. .................... 42
Configuración del filtro Búsquedas .................................................. ................................................ 44 Configuración del filtro Búsquedas .................................................. ................................................ 44 Configuración del filtro Búsquedas .................................................. ................................................ 44
Buscando Tareas - búsqueda Filtrado .................................................. ................................... 46 Buscando Tareas - búsqueda Filtrado .................................................. ................................... 46 Buscando Tareas - búsqueda Filtrado .................................................. ................................... 46
Búsquedas guardadas .................................................. .................................................. ................. 47 Búsquedas guardadas .................................................. .................................................. ................. 47 Búsquedas guardadas .................................................. .................................................. ................. 47
Búsquedas favoritas guardadas y privilegios de publicación .................................................. ...... 49 Búsquedas favoritas guardadas y privilegios de publicación .................................................. ...... 49 Búsquedas favoritas guardadas y privilegios de publicación .................................................. ...... 49
Acceso a búsquedas guardadas por Business Object .................................................. ............ 49 Acceso a búsquedas guardadas por Business Object .................................................. ............ 49 Acceso a búsquedas guardadas por Business Object .................................................. ............ 49
Buscando Tareas - búsqueda guardada .................................................. ..................................... 50 Buscando Tareas - búsqueda guardada .................................................. ..................................... 50 Buscando Tareas - búsqueda guardada .................................................. ..................................... 50
Búsquedas juego de objetos .................................................. .................................................. 51 Búsquedas juego de objetos .................................................. .................................................. 51 Búsquedas juego de objetos .................................................. .................................................. 51
Tareas que buscan - Coincidencia de objetos .................................................. ................................. 52 Tareas que buscan - Coincidencia de objetos .................................................. ................................. 52 Tareas que buscan - Coincidencia de objetos .................................................. ................................. 52
8 La gestión de cuadros de mando ................................................ .................................................. ................ 53 8 La gestión de cuadros de mando ................................................ .................................................. ................ 53 8 La gestión de cuadros de mando ................................................ .................................................. ................ 53
cuadros de mando general .................................................. .................................................. ....... 53 cuadros de mando general .................................................. .................................................. ....... 53 cuadros de mando general .................................................. .................................................. ....... 53
Todos los cuadros de mando Página .................................................. .................................................. ......... 54 Todos los cuadros de mando Página .................................................. .................................................. ......... 54 Todos los cuadros de mando Página .................................................. .................................................. ......... 54
Partes del tablero de instrumentos .................................................. .................................................. ................ 55 Partes del tablero de instrumentos .................................................. .................................................. ................ 55 Partes del tablero de instrumentos .................................................. .................................................. ................ 55
Permisos de escritorio de Roles .................................................. ..................................... 55 Permisos de escritorio de Roles .................................................. ..................................... 55 Permisos de escritorio de Roles .................................................. ..................................... 55
Tareas del tablero de instrumentos .................................................. .................................................. ............... 56 Tareas del tablero de instrumentos .................................................. .................................................. ............... 56 Tareas del tablero de instrumentos .................................................. .................................................. ............... 56
9 Administración de plantillas de objetos .................................................. .................................................. .... 57 9 Administración de plantillas de objetos .................................................. .................................................. .... 57 9 Administración de plantillas de objetos .................................................. .................................................. .... 57 9 Administración de plantillas de objetos .................................................. .................................................. .... 57
Objeto plantillas general .................................................. ............................................... 57 Objeto plantillas general .................................................. ............................................... 57 Objeto plantillas general .................................................. ............................................... 57
La apertura del Centro acciones rápidas para Plantillas de Objetos .................................................. ..... 58 La apertura del Centro acciones rápidas para Plantillas de Objetos .................................................. ..... 58 La apertura del Centro acciones rápidas para Plantillas de Objetos .................................................. ..... 58
Editar o crear plantillas .................................................. .................................................. .. 59 Editar o crear plantillas .................................................. .................................................. .. 59 Editar o crear plantillas .................................................. .................................................. .. 59

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ILT-ISMA-1701
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Template Settings in the Quick Actions Center ................................................................. 59 Template Settings in the Quick Actions Center ................................................................. 59 Template Settings in the Quick Actions Center ................................................................. 59
Applying Templates to Object Records .............................................................................. 60 Applying Templates to Object Records .............................................................................. 60 Applying Templates to Object Records .............................................................................. 60
Object Template Tasks ......................................................................................................... 61 Object Template Tasks ......................................................................................................... 61 Object Template Tasks ......................................................................................................... 61
10 Managing Quick Actions ............................................................................................................... 62 10 Managing Quick Actions ............................................................................................................... 62 10 Managing Quick Actions ............................................................................................................... 62 10 Managing Quick Actions ............................................................................................................... 62
Quick Actions Overview ......................................................................................................... 62 Quick Actions Overview ......................................................................................................... 62 Quick Actions Overview ......................................................................................................... 62
Examples of Quick Action Components ............................................................................. 62 Examples of Quick Action Components ............................................................................. 62 Examples of Quick Action Components ............................................................................. 62
Opening Quick Actions Center ............................................................................................ 63 Opening Quick Actions Center ............................................................................................ 63 Opening Quick Actions Center ............................................................................................ 63
Edit or Create Quick Actions ................................................................................................ 64 Edit or Create Quick Actions ................................................................................................ 64 Edit or Create Quick Actions ................................................................................................ 64
Quick Action Settings ............................................................................................................ 64 Quick Action Settings ............................................................................................................ 64 Quick Action Settings ............................................................................................................ 64
Run Quick Actions ................................................................................................................. 65 Run Quick Actions ................................................................................................................. 65 Run Quick Actions ................................................................................................................. 65
Quick Actions Tasks .............................................................................................................. 66 Quick Actions Tasks .............................................................................................................. 66 Quick Actions Tasks .............................................................................................................. 66
11 Configuring Workflows .................................................................................................................. 67 11 Configuring Workflows .................................................................................................................. 67 11 Configuring Workflows .................................................................................................................. 67 11 Configuring Workflows .................................................................................................................. 67
Workflow Overview ................................................................................................................. 67 Workflow Overview ................................................................................................................. 67 Workflow Overview ................................................................................................................. 67
Opening Workflow Designer ................................................................................................. 67 Opening Workflow Designer ................................................................................................. 67 Opening Workflow Designer ................................................................................................. 67
Using the Workflow Designer .................................................. ............................................. 68 Using the Workflow Designer .................................................. ............................................. 68 Using the Workflow Designer .................................................. ............................................. 68
Bloques de flujo de trabajo ................................................ .................................................. .................... 69 Bloques de flujo de trabajo ................................................ .................................................. .................... 69
De flujo de trabajo ajustar resultados .................................................. .................................................. 70 De flujo de trabajo ajustar resultados .................................................. .................................................. 70 De flujo de trabajo ajustar resultados .................................................. .................................................. 70
Gestión de Versiones de flujo de trabajo .................................................. ............................................. 71 Gestión de Versiones de flujo de trabajo .................................................. ............................................. 71 Gestión de Versiones de flujo de trabajo .................................................. ............................................. 71
Tareas de flujo de trabajo .................................................. .................................................. ................... 72 Tareas de flujo de trabajo .................................................. .................................................. ................... 72 Tareas de flujo de trabajo .................................................. .................................................. ................... 72
12 Uso de los informes .................................................. .................................................. ............................ 73 12 Uso de los informes .................................................. .................................................. ............................ 73 12 Uso de los informes .................................................. .................................................. ............................ 73 12 Uso de los informes .................................................. .................................................. ............................ 73
Visualización de informes del área de trabajo .................................................. ............................... 74 Visualización de informes del área de trabajo .................................................. ............................... 74 Visualización de informes del área de trabajo .................................................. ............................... 74
Mostrando Informes en un tablero de instrumentos .................................................. ...................................... 74 Mostrando Informes en un tablero de instrumentos .................................................. ...................................... 74 Mostrando Informes en un tablero de instrumentos .................................................. ...................................... 74
Tareas de informes - Informes del tablero de instrumentos .................................................. ............................. 76 Tareas de informes - Informes del tablero de instrumentos .................................................. ............................. 76 Tareas de informes - Informes del tablero de instrumentos .................................................. ............................. 76
El lanzamiento de un informe en el menú Acción Rápida .................................................. ............ 77 El lanzamiento de un informe en el menú Acción Rápida .................................................. ............ 77 El lanzamiento de un informe en el menú Acción Rápida .................................................. ............ 77
Tareas de informes - Informes y Acciones rápidas .................................................. ................ 78 Tareas de informes - Informes y Acciones rápidas .................................................. ................ 78 Tareas de informes - Informes y Acciones rápidas .................................................. ................ 78
Programar un informe .................................................. .................................................. ........... 79 Programar un informe .................................................. .................................................. ........... 79 Programar un informe .................................................. .................................................. ........... 79
La edición o creación de informes y plantillas .................................................. ..................... 79 La edición o creación de informes y plantillas .................................................. ..................... 79 La edición o creación de informes y plantillas .................................................. ..................... 79
La creación de informes ad hoc .................................................. .................................................. .. 82 La creación de informes ad hoc .................................................. .................................................. .. 82 La creación de informes ad hoc .................................................. .................................................. .. 82
Tareas de informes - informes ad hoc ...................................................................................... 84 Tareas de informes - informes ad hoc ...................................................................................... 84 Tareas de informes - informes ad hoc ...................................................................................... 84
13 Establishing OUs ........................................................................................................................... 85 13 Establishing OUs ........................................................................................................................... 85 13 Establishing OUs ........................................................................................................................... 85 13 Establishing OUs ........................................................................................................................... 85
OU Tasks ................................................................................................................................... 87 OU Tasks ................................................................................................................................... 87 OU Tasks ................................................................................................................................... 87
14 Managing Escalations ................................................................................................................... 88 14 Managing Escalations ................................................................................................................... 88 14 Managing Escalations ................................................................................................................... 88 14 Managing Escalations ................................................................................................................... 88
Escalation Schedule Overview .............................................................................................. 88 Escalation Schedule Overview .............................................................................................. 88 Escalation Schedule Overview .............................................................................................. 88
Escalation Engine .................................................................................................................... 89 Escalation Engine .................................................................................................................... 89 Escalation Engine .................................................................................................................... 89

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Ejemplo de una escaladas Página .................................................. ....................................... 90 Ejemplo de una escaladas Página .................................................. ....................................... 90 Ejemplo de una escaladas Página .................................................. ....................................... 90
Configuración escalada ................................................ .................................................. ...... 91 Configuración escalada ................................................ .................................................. ...... 91
configurar Horarios .................................................. .................................................. .......... 92 configurar Horarios .................................................. .................................................. .......... 92 configurar Horarios .................................................. .................................................. .......... 92
Definir umbrales .................................................. .................................................. .............. 93 Definir umbrales .................................................. .................................................. .............. 93 Definir umbrales .................................................. .................................................. .............. 93
excepciones que se indican .................................................. .................................................. .................... 94 excepciones que se indican .................................................. .................................................. .................... 94 excepciones que se indican .................................................. .................................................. .................... 94
Viendo el escaladas por un incidente .................................................. ................................... 95 Viendo el escaladas por un incidente .................................................. ................................... 95 Viendo el escaladas por un incidente .................................................. ................................... 95
Tareas escaladas .................................................. .................................................. ......................... 96 Tareas escaladas .................................................. .................................................. ......................... 96 Tareas escaladas .................................................. .................................................. ......................... 96
15 Configuración de horario comercial .................................................. .................................................. ............ 97 15 Configuración de horario comercial .................................................. .................................................. ............ 97 15 Configuración de horario comercial .................................................. .................................................. ............ 97 15 Configuración de horario comercial .................................................. .................................................. ............ 97
Añadir un nuevo calendario .................................................. .................................................. .............. 98 Añadir un nuevo calendario .................................................. .................................................. .............. 98 Añadir un nuevo calendario .................................................. .................................................. .............. 98
excepciones .................................................. .................................................. ........................... 99 excepciones .................................................. .................................................. ........................... 99 excepciones .................................................. .................................................. ........................... 99
Horas de tareas de operaciones - Calendarios .................................................. ................................... 100 Horas de tareas de operaciones - Calendarios .................................................. ................................... 100 Horas de tareas de operaciones - Calendarios .................................................. ................................... 100
dieciséis Servicio de Gestión de Nivel de configuración (SLM) .................................................. .................... 101 dieciséis Servicio de Gestión de Nivel de configuración (SLM) .................................................. .................... 101 dieciséis Servicio de Gestión de Nivel de configuración (SLM) .................................................. .................... 101 dieciséis Servicio de Gestión de Nivel de configuración (SLM) .................................................. .................... 101
SLM de flujo de trabajo - Servicios y Paquetes ......................................................................... 101 SLM de flujo de trabajo - Servicios y Paquetes ......................................................................... 101 SLM de flujo de trabajo - Servicios y Paquetes ......................................................................... 101
SLM Workflow – SLA ........................................................................................................... 102 SLM Workflow – SLA ........................................................................................................... 102 SLM Workflow – SLA ........................................................................................................... 102
Services Workspace ............................................................................................................ 103 Services Workspace ............................................................................................................ 103 Services Workspace ............................................................................................................ 103
Configure a Service .............................................................................................................. 104 Configure a Service .............................................................................................................. 104 Configure a Service .............................................................................................................. 104
Configure Services for Service Requests and Incidents ................................................ 105 Configure Services for Service Requests and Incidents ................................................ 105 Configure Services for Service Requests and Incidents ................................................ 105
Create a Service (Details Tab) ........................................................................................... 106 Create a Service (Details Tab) ........................................................................................... 106 Create a Service (Details Tab) ........................................................................................... 106
Create/Link Categories ........................................................................................................ 107 Create/Link Categories ........................................................................................................ 107 Create/Link Categories ........................................................................................................ 107
Define Service Level Packages .................................................. ........................................ 108 Define Service Level Packages .................................................. ........................................ 108 Define Service Level Packages .................................................. ........................................ 108
Definir los paquetes de Nivel de Servicio - detalles .................................................. ....................... 109 Definir los paquetes de Nivel de Servicio - detalles .................................................. ....................... 109 Definir los paquetes de Nivel de Servicio - detalles .................................................. ....................... 109
Definir los paquetes de Nivel de Servicio - Objetivos .................................................. ...................... 111 Definir los paquetes de Nivel de Servicio - Objetivos .................................................. ...................... 111 Definir los paquetes de Nivel de Servicio - Objetivos .................................................. ...................... 111
configurar los SLA .................................................. .................................................. ................. 112 configurar los SLA .................................................. .................................................. ................. 112 configurar los SLA .................................................. .................................................. ................. 112
crear SLA .................................................. .................................................. ...................... 113 crear SLA .................................................. .................................................. ...................... 113 crear SLA .................................................. .................................................. ...................... 113
Selección de la unidad organizativa y de servicios Paquetes .................................................. .............................. 114 Selección de la unidad organizativa y de servicios Paquetes .................................................. .............................. 114 Selección de la unidad organizativa y de servicios Paquetes .................................................. .............................. 114
Opciones de servicio de personalización .................................................. ............................................ 115 Opciones de servicio de personalización .................................................. ............................................ 115 Opciones de servicio de personalización .................................................. ............................................ 115
Revisar y publicar SLA .................................................. .................................................. . 116 Revisar y publicar SLA .................................................. .................................................. . 116 Revisar y publicar SLA .................................................. .................................................. . 116
Flujo de trabajo para el MST incidentes .................................................. .............................................. 117 Flujo de trabajo para el MST incidentes .................................................. .............................................. 117 Flujo de trabajo para el MST incidentes .................................................. .............................................. 117
SLM flujo de trabajo para solicitudes de servicio .................................................. ............................... 118 SLM flujo de trabajo para solicitudes de servicio .................................................. ............................... 118 SLM flujo de trabajo para solicitudes de servicio .................................................. ............................... 118
Los objetos de servicio - Formulario de incidente .................................................. ...................................... 119 Los objetos de servicio - Formulario de incidente .................................................. ...................................... 119 Los objetos de servicio - Formulario de incidente .................................................. ...................................... 119
Tareas de servicio .................................................. .................................................. .............................. 120 Tareas de servicio .................................................. .................................................. .............................. 120 Tareas de servicio .................................................. .................................................. .............................. 120
17 Gestión de Solicitud de Ofertas .................................................. .................................................. . 121 17 Gestión de Solicitud de Ofertas .................................................. .................................................. . 121 17 Gestión de Solicitud de Ofertas .................................................. .................................................. . 121 17 Gestión de Solicitud de Ofertas .................................................. .................................................. . 121
Solicitar a la administración general .................................................. ...................................... 121 Solicitar a la administración general .................................................. ...................................... 121 Solicitar a la administración general .................................................. ...................................... 121
Definición de Solicitud de Ofertas .................................................. ............................................... 123 Definición de Solicitud de Ofertas .................................................. ............................................... 123 Definición de Solicitud de Ofertas .................................................. ............................................... 123

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Request Management Wizard ........................................................................................... 127 Request Management Wizard ........................................................................................... 127 Request Management Wizard ........................................................................................... 127
Services Provided Section ................................................................................................. 127 Services Provided Section ................................................................................................. 127 Services Provided Section ................................................................................................. 127
Request Lifecycle Section .................................................................................................. 128 Request Lifecycle Section .................................................................................................. 128 Request Lifecycle Section .................................................................................................. 128
Request Offerings Section ................................................................................................. 129 Request Offerings Section ................................................................................................. 129 Request Offerings Section ................................................................................................. 129
Creating a Service Request ............................................................................................... 130 Creating a Service Request ............................................................................................... 130 Creating a Service Request ............................................................................................... 130
Pending a Service Request ............................................................................................... 131 Pending a Service Request ............................................................................................... 131 Pending a Service Request ............................................................................................... 131
Request Offerings Tasks .................................................................................................... 132 Request Offerings Tasks .................................................................................................... 132 Request Offerings Tasks .................................................................................................... 132

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ILT-ISMA-1701
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Service Manager Administration Student Guide
In the Administración Administrador de servicios IVANTI Por supuesto, usted aprenderá cómo configurar y administrar IVANTI Service Manager, In the Administración Administrador de servicios IVANTI Por supuesto, usted aprenderá cómo configurar y administrar IVANTI Service Manager, In the Administración Administrador de servicios IVANTI Por supuesto, usted aprenderá cómo configurar y administrar IVANTI Service Manager,
utilizando la consola de configuración. En este curso, usted aprenderá a:
•Describir las interfaces de usuario de Service Manager IVANTI y conceptos objeto de negocio
• Utilizar asistentes para configurar algunas de las características del módulo
•Crear usuarios y restringir su acceso a datos y funcionalidad
•Personalizar el módulo de autoservicio móvil
•Configurar y utilizar varios tipos de búsquedas
• Crear, modificar y establecer permisos para cuadros de mando
• Crear plantillas para las formas de objetos
•Configurar acciones rápidas para automatizar tareas repetitivas y rutinarias
• Flujos de trabajo creados para personalizar el procesamiento de objetos
•Configurar cuándo y cómo se producen escaladas
•Crear servicios y SLA (SLA)
• Configurar las ofertas de petición

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This document is provided strictly as a guide. No guarantees can be provided or expected. This document contains the
confidential information and/or proprietary property of Ivanti, Inc. and its affiliates (referred to collectively as “Ivanti”), and may
not be disclosed or copied without prior written consent of Ivanti.
Ivanti retains the right to make changes to this document or related product specifications and descriptions, at any time,
without notice. Ivanti makes no warranty for the use of this document and assumes no responsibility for any errors that can
appear in the document nor does it make a commitment to update the information contained herein. For the most current
product information, please visit www.Ivanti.com.
Copyright © 2017, Ivanti. All rights reserved. IVI-0001 1/17

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1 Resumen de la administración 1 Resumen de la administración
En este módulo, aprenderá a:
•Navegar por la consola de Service Desk (interfaz Analyst) y la consola de configuración (interfaz de usuario
administrativo).
• Objeto Describir los conceptos básicos de negocios.
Consola de Service Desk
La barra superior de cabecera proporciona acceso a las áreas de trabajo. Hacer clic Más para ver los espacios de trabajo adicionales que no se muestran. (El La barra superior de cabecera proporciona acceso a las áreas de trabajo. Hacer clic Más para ver los espacios de trabajo adicionales que no se muestran. (El La barra superior de cabecera proporciona acceso a las áreas de trabajo. Hacer clic Más para ver los espacios de trabajo adicionales que no se muestran. (El
signo más en el extremo izquierdo de la cabecera también proporciona acceso adicional.) El tablero de instrumentos ofrece vistas de resumen de los datos
para su función (en este ejemplo, el Service Desk Analyst). Otros puntos de vista del tablero de instrumentos podrían estar disponibles haciendo clic en la
lista desplegable y seleccionando Mi cuadros de mando Todos los cuadros de mando.lista desplegable y seleccionando Mi cuadros de mando Todos los cuadros de mando.
At the right of the Dashboard name, use the refresh button to refresh Dashboard data or the double- arrow button to resize the
Dashboard parts. In this screen capture, the Dashboard parts are smaller to view all the headers in a small area (indicated by
the purple adjuster lines).

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Configuration Console
When you log in as an administrator (a user who has the Administrator role), by default, the Service Desk Console opens first.
To open the Configuration Console, click Configure Application in the upper right corner. This opens the Configuration To open the Configuration Console, click Configure Application in the upper right corner. This opens the Configuration To open the Configuration Console, click Configure Application in the upper right corner. This opens the Configuration
Console interface.
Desde la consola de configuración, que llevará a cabo muchas de las tareas incluidas en este supuesto, incluyendo la configuración de usuarios y permisos,
la definición de la seguridad del sistema, la configuración de búsquedas y procesos de negocio, configuración de las herramientas de automatización, la
personalización de los tableros de instrumentos, y el establecimiento de la configuración del sistema guardada. A medida que aprenda sobre cada tarea,
usted también aprenderá qué usuario (que papeles) y la interfaz que se utiliza para realizar esa tarea. Algunas tareas pueden ser realizadas por otros
usuarios (en realidad, otros roles), a partir de otras interfaces de Service Manager IVANTI, como la Consola de Service Desk o el módulo de autoservicio.
Algunas tareas pueden ser realizadas por múltiples roles y desde múltiples interfaces.
Interfaz de usuario de administración
Consola del administrador permite el acceso a los espacios de trabajo utilizados para la configuración de su sistema Administrador de servicios IVANTI.
Puede haber varias maneras de acceder a la misma área de configuración. La página inicial tiene tres áreas principales:
El menú de configuración (panel izquierdo), dividido en categorías para el acceso administrativo, incluyendo Configuración de la organización, Configuración
de la aplicación, y la configuración del sistema.
La zona media, el uso de iconos para proporcionar acceso para las tareas administrativas comunes. Por ejemplo, un subconjunto de las tareas bajo Perfil
de la organización en el panel izquierdo, aparecen bajo Perfil de la organización en la zona media.
Los Enlaces rápidos, a la derecha, proporcionan un fácil acceso a algunas de las tareas de configuración de uso frecuente.

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In addition to the Settings Menu, click the magnifying glass at the top of the Settings pane to see additional, less
frequently used, workspaces.
In this course, we will be examining the day-to-day actions and settings. In the next administration course, we will discuss the
more advanced settings and configurations. For example, we will introduce you to the concept of Business Objects here
(because that understanding is foundational and we will be using them in every aspect of the system) but we will not modify or
create a Business Object in this course.
Business Object Overview
Business Objects are the main entities within IVANTI Service Manager that can be tracked and managed. They contain business
data within an application that users create, access, and revise while performing tasks. A Business Object is stored in the
database as a table with fields for tracking information.
Business Objects store sets of data called records; for example, the Incident record. All object records (or data) are comprised
of sets of metadata or properties that control how the object is identified and how it should operate.
For example, you can track incidents, notes to a journal or attachments to a catalog. These components are derived from
corresponding Business Objects: Incidents, Journals, and Attachments.
Business Objects & the User Interface
En la consola de Service Desk, el nivel superior aquí o espacios de trabajo contienen las interfaces de usuario disponibles para el usuario actualmente
conectado.
También, llamados de disposiciones, una interfaz de usuario es una colección de formas, pestañas, listas, y controles que muestran una vista
completa del registro padre (aparece como un formulario) y sus registros secundarios (aparecen como una serie de lengüetas) en la aplicación .
Como a trazar las funciones y flujos de trabajo necesarios para procesar los registros de Service Manager IVANTI a una solución satisfactoria,
estos componentes suelen dictar las interfaces de usuario necesarias para controlar y capturar información en el sistema.
El Centro de Servicio de la consola viene con muchos objetos predeterminados y diseños que satisfacen las necesidades básicas de negocios. Como
administrador del sistema, puede utilizar estos diseños predeterminados, editarlos, eliminarlos o crear su propia utilizando el editor de diseño y otras
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Parts of a Business Object
These are the parts of a Business Object that can be managed from the individual Business Object definition forms:
•Fields ( Business Properties): Provide information about the types of fields stored in a Business Object. Fields ( Business Properties): Provide information about the types of fields stored in a Business Object.
•Relationships: Build a relationship between the objects, when an object must include information from another Relationships: Build a relationship between the objects, when an object must include information from another
object. Each relationship contains a Parent object and a Child object.
•Forms: Show graphical view of data used to present and capture field information. One or many forms compose a Forms: Show graphical view of data used to present and capture field information. One or many forms compose a
record.
•Lists: Show multiple records at once in a tabular view. Columns represent the fields for each record. Lists: Show multiple records at once in a tabular view. Columns represent the fields for each record.
•Layouts: A collection of forms, tabs, lists, and controls that display a Parent record (as a form) with its Child records Layouts: A collection of forms, tabs, lists, and controls that display a Parent record (as a form) with its Child records
(usually shown as a series of tabs).
•Business Rules: Define triggering events, actions triggered by an event, and characteristics of user input forms Business Rules: Define triggering events, actions triggered by an event, and characteristics of user input forms
pertaining to the Business Object.
•Workflows: Organize one or more business processes (sets of activities that perform a specific task) and are triggered Workflows: Organize one or more business processes (sets of activities that perform a specific task) and are triggered
by a user action, a time-based event, or additional business process.
•Audit: Store changes made to the records in this Business Object. The audit history for an individual record is Audit: Store changes made to the records in this Business Object. The audit history for an individual record is
then displayed as a tab.
•Search: Set up how search results from a link field selector are displayed. Also, used to set up Associated Item Search: Set up how search results from a link field selector are displayed. Also, used to set up Associated Item
Selector type fields.
• ERD: El diagrama de entidad-relación (ERD) para este objeto proporciona una vista de alto nivel de los objetos relacionados. (No todos los ERD: El diagrama de entidad-relación (ERD) para este objeto proporciona una vista de alto nivel de los objetos relacionados. (No todos los
objetos tendrán un ERD disponible.)
• índices: Muestra los índices de campo para este objeto. La designación de un campo como un campo de índice puede ayudar al rendimiento de índices: Muestra los índices de campo para este objeto. La designación de un campo como un campo de índice puede ayudar al rendimiento de
la búsqueda.

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2 El uso de procesos Wizards 2 El uso de procesos Wizards
En este módulo, aprenderá a:
• Describir las características y funcionalidad de cada Asistente de Procesos.
• Utilice el proceso de asistentes para configurar sus módulos en IVANTI Service Manager y personalizar la configuración de los espacios
de trabajo y de su organización.
Los Wizards de proceso permiten una terminación más rápida de tareas de configuración comunes. Ellos ayudan a personalizar el
comportamiento de Service Desk.
Asistentes proceso general
The Process Wizards help you to configure your business processes. By using these Process Wizards, you will be able to more
quickly customize and set up your applications.
•Your Account: Add details of the contacts, preferred time zone and language defaults Your Account: Add details of the contacts, preferred time zone and language defaults
•Customer Information: Add internal or external customers who have purchased a product or service from your Customer Information: Add internal or external customers who have purchased a product or service from your
company and require support. The default Service Desk application configuration provides internal support for your
employees and managers.
•Incident Management: Customize Incident management services, classifications, escalations, lifecycle, and teams. Incident Management: Customize Incident management services, classifications, escalations, lifecycle, and teams.
Use this wizard to define how your Service Desk manages Incidents.
•Service Desk Configuration: Define the access and workflow information for your Service Desk. Service Desk Configuration: Define the access and workflow information for your Service Desk.
•Change Management: Customize change classifications, lifecycle, review board, templates, Dashboards and Change Management: Customize change classifications, lifecycle, review board, templates, Dashboards and
Configuration Items. Define how your Service Desk handles the Change Management process.
•Request Management: Customize the services, lifecycle, and request offerings. Define how your Service Desk Request Management: Customize the services, lifecycle, and request offerings. Define how your Service Desk
handles the Request Management processes.
•Self Service Configuration: Self Service setup, labeling, and branding. Define your Self Service display and add users Self Service Configuration: Self Service setup, labeling, and branding. Define your Self Service display and add users
who can access the module.
•Users: Add users to the system and assign them to specific roles. In addition, you can also configure your roles and Users: Add users to the system and assign them to specific roles. In addition, you can also configure your roles and
users from here. Most likely, you would only perform these functions from the process wizard for your initial configuration.
Further changes would be made using the User and Permission section from the Home page.

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Asistente para la administración de incidentes
Desde el asistente de administración de incidentes, puede personalizar estas áreas de Gestión de Incidencias.
• Servicios prestados: Gestionar los servicios proporcionados por el departamento de TI. El conjunto predeterminado de servicios está Servicios prestados: Gestionar los servicios proporcionados por el departamento de TI. El conjunto predeterminado de servicios está
habilitado en el asistente.
• Clasificación: Definir cómo se clasifican los incidentes, para su uso en la asignación, la escalada, el análisis de problemas y generación Clasificación: Definir cómo se clasifican los incidentes, para su uso en la asignación, la escalada, el análisis de problemas y generación
de informes.
•Escalada: Especificar respuesta y horarios de resolución basadas en criterios de incidentes, y la acción a tomar en Escalada: Especificar respuesta y horarios de resolución basadas en criterios de incidentes, y la acción a tomar en
tiempos de escalada.
• Incidente: Ciclo de vida: Seleccionar las acciones a tomar en cada etapa del ciclo de vida de incidentes.Incidente: Ciclo de vida: Seleccionar las acciones a tomar en cada etapa del ciclo de vida de incidentes.
•equipos: Enumerar los equipos o departamentos encargados de dar servicio incidentes y solicitudes de servicio.equipos: Enumerar los equipos o departamentos encargados de dar servicio incidentes y solicitudes de servicio.
Viendo el Ciclo de Vida de Gestión de Incidencias
1. Entrar y seleccione la administradores papel. 1. Entrar y seleccione la administradores papel. 1. Entrar y seleccione la administradores papel. 1. Entrar y seleccione la administradores papel.
2. En la parte superior derecha, haga clic en Configurar aplicación para abrir el Administrador de configuración de servicio IVANTI 2. En la parte superior derecha, haga clic en Configurar aplicación para abrir el Administrador de configuración de servicio IVANTI
Consola (también conocida como la interfaz de usuario de administración). Se abre la consola de configuración Administrador de servicios
IVANTI.
3. En la parte superior de la página, haga clic en la lupa para ver los espacios de trabajo y características adicionales. 3. En la parte superior de la página, haga clic en la lupa para ver los espacios de trabajo y características adicionales.
4. Seleccionar Asistente proceso. 4. Seleccionar Asistente proceso. 4. Seleccionar Asistente proceso.
5. Expandir Administracion de incidentes.5. Expandir Administracion de incidentes.5. Expandir Administracion de incidentes.
6. Hacer clic Servicios prestados. Puede agregar servicios para su organización desde aquí. 6. Hacer clic Servicios prestados. Puede agregar servicios para su organización desde aquí. 6. Hacer clic Servicios prestados. Puede agregar servicios para su organización desde aquí. 6. Hacer clic Servicios prestados. Puede agregar servicios para su organización desde aquí.
7. Hacer clic Siguiente en la parte superior de la página o haga clic Clasificación en el panel izquierdo. Revisar el valor por defecto7. Hacer clic Siguiente en la parte superior de la página o haga clic Clasificación en el panel izquierdo. Revisar el valor por defecto7. Hacer clic Siguiente en la parte superior de la página o haga clic Clasificación en el panel izquierdo. Revisar el valor por defecto7. Hacer clic Siguiente en la parte superior de la página o haga clic Clasificación en el panel izquierdo. Revisar el valor por defecto7. Hacer clic Siguiente en la parte superior de la página o haga clic Clasificación en el panel izquierdo. Revisar el valor por defecto7. Hacer clic Siguiente en la parte superior de la página o haga clic Clasificación en el panel izquierdo. Revisar el valor por defecto
categorías o clasificaciones y tenga en cuenta que puede agregar una nueva categoría de aquí.
8. Hacer clic Siguiente en la parte superior de la página o Escalada. Usted puede editar sus niveles de escalamiento aquí. 8. Hacer clic Siguiente en la parte superior de la página o Escalada. Usted puede editar sus niveles de escalamiento aquí. 8. Hacer clic Siguiente en la parte superior de la página o Escalada. Usted puede editar sus niveles de escalamiento aquí. 8. Hacer clic Siguiente en la parte superior de la página o Escalada. Usted puede editar sus niveles de escalamiento aquí. 8. Hacer clic Siguiente en la parte superior de la página o Escalada. Usted puede editar sus niveles de escalamiento aquí. 8. Hacer clic Siguiente en la parte superior de la página o Escalada. Usted puede editar sus niveles de escalamiento aquí.
9. Hacer clic Siguiente en la parte superior de la página o Ciclo vital. Revisar el diagrama de flujo y cada valor 9. Hacer clic Siguiente en la parte superior de la página o Ciclo vital. Revisar el diagrama de flujo y cada valor 9. Hacer clic Siguiente en la parte superior de la página o Ciclo vital. Revisar el diagrama de flujo y cada valor 9. Hacer clic Siguiente en la parte superior de la página o Ciclo vital. Revisar el diagrama de flujo y cada valor 9. Hacer clic Siguiente en la parte superior de la página o Ciclo vital. Revisar el diagrama de flujo y cada valor 9. Hacer clic Siguiente en la parte superior de la página o Ciclo vital. Revisar el diagrama de flujo y cada valor
mostrado.
10. Haga clic Siguiente en la parte superior de la página o Equipos.10. Haga clic Siguiente en la parte superior de la página o Equipos.10. Haga clic Siguiente en la parte superior de la página o Equipos.10. Haga clic Siguiente en la parte superior de la página o Equipos.
11. Cierra el Asistente de procesos lengüeta. 11. Cierra el Asistente de procesos lengüeta. 11. Cierra el Asistente de procesos lengüeta. 11. Cierra el Asistente de procesos lengüeta.

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Request Management Wizard
From the Request Management wizard, you can customize these areas of Request Management.
•Services Provided: Manage the services provided by the IT department. The default set of services is enabled in Services Provided: Manage the services provided by the IT department. The default set of services is enabled in
the wizard.
•Request Lifecycle: Specify the necessary action at each stage of your Request Management cycle. Request Lifecycle: Specify the necessary action at each stage of your Request Management cycle.
•Request Offerings: Select the request offerings to be published in your Service Catalog. Request Offerings: Select the request offerings to be published in your Service Catalog.
Change Management Wizard
From the Change Management wizard, you can customize these areas of Change Management.
•Classification: Identify classifications commonly used to group changes. Classification: Identify classifications commonly used to group changes.
•Lifecycle: Define a lifecycle for each stage of Change Management. Lifecycle: Define a lifecycle for each stage of Change Management.
•Review Board: Create your Change Approval Board (CAB), and other review groups, by adding members to the Review Board: Create your Change Approval Board (CAB), and other review groups, by adding members to the
relevant groups.
• Standard Change Templates: Seleccionar y modificar las plantillas existentes para la entrada de datos más rápida de cambios estándar. Standard Change Templates: Seleccionar y modificar las plantillas existentes para la entrada de datos más rápida de cambios estándar.
• Manejo del tablero de instrumentos: Seleccionar la información para mostrar en el Cambiar controles. Manejo del tablero de instrumentos: Seleccionar la información para mostrar en el Cambiar controles.
• Elementos de configuración: Elementos de configuración opinión (IC) para permitir su seguimiento para la gestión del cambio. Elementos de configuración: Elementos de configuración opinión (IC) para permitir su seguimiento para la gestión del cambio.

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Tareas de introducción
La creación de Incidencias y Problemas Los registros de Tareas
Cree cuatro registros de incidentes relacionados con problemas de impresión en red, utilizando Self Service:
• No se puede imprimir en la impresora de red
• El bloqueo de cuentas
• No hay tono de marcado en mi teléfono
• Mermelada de papel
A continuación, iniciar sesión en la aplicación Service Desk como Analista de Service Desk y asignar todos los incidentes a sí mismo. Además,
generar un nuevo registro de problemas de uno de los incidentes.
añadiendo Equipos
Add two new teams: Service Desk and Marketing Communication. Then, verify the new teams exist in the Incident Management
workspace.

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3 Exploring Security 3 Exploring Security
In this module, you will learn to:
•Overview of IVANTI Service Manager Security
•Describe Security Components including Users, Roles, Groups, Teams, Interfaces, and Organizational Units
(OU)
•How to create Roles
•Managing Groups
•Setting Security Options
As a system administrator, use the Configuration Console to configure both common user management tasks and security
settings. For example, create users, roles, teams, and groups; set up default user profiles and configure the hierarchical
structure of your OU to manage security permissions.
Nota: Todos los usuarios del servicio de Administrador de IVANTI siempre están asociadas con un papel y deben seleccionar un papel al iniciar sesión
en la aplicación. Asignación de roles a los usuarios a determinar el espacio de trabajo predeterminado el usuario puede ver en la consola de Service
Desk.
Descripción de la seguridad
Para configurar la seguridad IVANTI Service Manager, utilice tanto de usuario y Permiso y la Organización categorías del perfil en la consola de
configuración para definir qué usuarios tienen acceso al sistema y en qué medida pueden usarlo. Crear cuentas de usuario y asignar a cada una de estas
funciones que definen el acceso a las funciones del sistema y los diferentes puntos de vista. Las tareas avanzadas de gestión de usuarios, tales como la
creación de equipos, la configuración del equipo de proveedor de servicios, ciertas asignaciones de función a equipo, y otras tareas también se realizaron
utilizando el usuario y el permiso de acceso.
Utilice la configuración del perfil de la Organización para capturar sus horas de funcionamiento, organigrama, y ​​otros ajustes dentro de la
consola de Service Desk.

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componentes de seguridad
Este diagrama muestra un ejemplo de cómo se pueden utilizar estos elementos para planificar y administrar la seguridad de Service
Manager IVANTI de su organización.
• usuarios: Un usuario es un empleado / cliente que utiliza el Administrador de servicios IVANTI. Los usuarios disponen de una cuenta de definir usuarios: Un usuario es un empleado / cliente que utiliza el Administrador de servicios IVANTI. Los usuarios disponen de una cuenta de definir
el acceso de inicio de sesión y se deben asignar al menos una función.
• Roles: Al crear usuarios, se les asigna a funciones específicas. Estas funciones están disponibles para el usuario después de iniciar sesión Roles: Al crear usuarios, se les asigna a funciones específicas. Estas funciones están disponibles para el usuario después de iniciar sesión
en un papel determina el conjunto predeterminado de interfaces de usuario. (Espacios de trabajo: formas, tableros de instrumentos y sus
controles) para ser visto en el registro en.
•Interfaces de usuario: In IVANTI Service Manager, the Top-Level Tabs contain the user interfaces or workspaces Interfaces de usuario: In IVANTI Service Manager, the Top-Level Tabs contain the user interfaces or workspaces
available to the user upon logging in. For example, an Incident Manager can view a Home tab containing several
Dashboards displaying metrics for incidents, an Incident tab which lists existing Incidents, a record display area with
details for a selected Incident.
•OUs (OUs): OUs provide a parent-child structure to the groups within your company. Use OUs in Service Level OUs (OUs): OUs provide a parent-child structure to the groups within your company. Use OUs in Service Level
Management to assign Service Level Agreements (SLA). (An OU subscribes to a SLA.) Service Catalogs are also
published to one or more OUs.
•Groups: A Group consists of one or more employees who are decision-makers in the approval or review process, Groups: A Group consists of one or more employees who are decision-makers in the approval or review process,
typically managers, supervisors and senior personnel.
• Teams: Los equipos son grupos de empleados que se pueden asignar tareas dentro de Administrador de servicios IVANTI. Un empleado Teams: Los equipos son grupos de empleados que se pueden asignar tareas dentro de Administrador de servicios IVANTI. Un empleado
debe ser parte de un equipo antes de ser asignado una tarea. Por ejemplo, Alex puede ser un usuario asignado a la función de Service Desk Analyst,
el equipo de Service Desk, el grupo de conocimientos de TI, el Servicio al Cliente unidad organizativa (OU), y tener acceso a la Casa, incidentes y
cambiar las fichas.

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20. ‐

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4 Opciones de gestión de usuarios 4 Opciones de gestión de usuarios
Antes de la creación de usuarios, es posible que desee crear los roles, grupos y unidades organizativas a las que se vinculará a los usuarios. usuarios de
nivel de administrador debe crearse antes de que los equipos de los que son el director del equipo puede ser añadido.
Para administrar los roles, usuarios, grupos y equipos, utilice la consola de configuración, página principal, bajo
Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to Configuración de la organización o Usuario y Permiso a view all existing roles, users, groups, and teams. Use the Quick links to
create roles, users, or import users from LDAP. To manage OUs (OUs), use the Configuration Console Organization Profile area create roles, users, or import users from LDAP. To manage OUs (OUs), use the Configuration Console Organization Profile area create roles, users, or import users from LDAP. To manage OUs (OUs), use the Configuration Console Organization Profile area
which you will learn about later in this module.
Introduction to Roles
The Service Desk Console contains a default set of roles, including Administrator, Service Desk Analyst, and various Manager
roles. These roles control the user interfaces which the user sees, including the IVANTI Service Manager module pages called
workspaces (e.g., Incident workspace, Change workspace). workspaces (e.g., Incident workspace, Change workspace).
The first time you log in, after you submit your user name and password, you will see a list of roles (if you have more than one
role assigned). Select a role from the list, and then click Continue.role assigned). Select a role from the list, and then click Continue.
NOTA: La primera vez que se conecte, IVANTI almacena sus preferencias papel. En los inicios de sesión posteriores, IVANTI utiliza su preferencia
función anterior, pero siempre se puede cambiar su rol dentro de la aplicación (como se muestra a la derecha en la figura 4).
Cada espacio de trabajo está configurado para un papel. Por lo tanto, es posible que vea una visión diferente de un módulo si inicia sesión como otro
papel, o cambia su función dentro de la aplicación. Sus permisos para realizar ciertas tareas son a base de papel.
Puede personalizar estas funciones o crear otros totalmente nuevos, usando la consola de configuración.

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Creación de un rol: Detalles
Haga clic en el Roles acceso directo en virtud Usuario y Permiso para acceder a la página Funciones. Alternativamente, ampliar El permiso del Haga clic en el Roles acceso directo en virtud Usuario y Permiso para acceder a la página Funciones. Alternativamente, ampliar El permiso del Haga clic en el Roles acceso directo en virtud Usuario y Permiso para acceder a la página Funciones. Alternativamente, ampliar El permiso del Haga clic en el Roles acceso directo en virtud Usuario y Permiso para acceder a la página Funciones. Alternativamente, ampliar El permiso del Haga clic en el Roles acceso directo en virtud Usuario y Permiso para acceder a la página Funciones. Alternativamente, ampliar El permiso del Haga clic en el Roles acceso directo en virtud Usuario y Permiso para acceder a la página Funciones. Alternativamente, ampliar El permiso del
usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and usuario y, debajo configurar, sobre el ajustes menú. A continuación, haga clic Funciones y permisos to open the Roles page. On the Roles and
Permissions page, click Add New to create a role. Permissions page, click Add New to create a role. Permissions page, click Add New to create a role. Permissions page, click Add New to create a role.
Creating a role requires the completion of the following pages:
•Role Details
•Top Level Tabs
•Object Permissions
•System Permissions
•Permissions to Grant Roles
Note: Before creating any new roles, be sure to review the default roles and revise them, as needed. Note: Before creating any new roles, be sure to review the default roles and revise them, as needed.

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Creating a Role: Security
These next steps in creating a role are all part of security – controlling what the user can see and do.
1. The Top-Level Tabs contain the user interfaces available to the user upon logging in. User 1. The Top-Level Tabs contain the user interfaces available to the user upon logging in. User 1. The Top-Level Tabs contain the user interfaces available to the user upon logging in. User 1. The Top-Level Tabs contain the user interfaces available to the user upon logging in. User
Interfaces, que se muestran como pestañas adicionales en la parte superior de la consola de la aplicación, se combinan las formas de registro
de información para su empresa, los cuadros de mando que muestran las métricas recopiladas, y sus controles. Las interfaces de usuario
pueden incluir espacios de trabajo Servicio IVANTI módulo gestor.
2. Utilizar el permisos de objeto página para especificar la visión de un papel y leyó los derechos de acceso para los negocios 2. Utilizar el permisos de objeto página para especificar la visión de un papel y leyó los derechos de acceso para los negocios 2. Utilizar el permisos de objeto página para especificar la visión de un papel y leyó los derechos de acceso para los negocios 2. Utilizar el permisos de objeto página para especificar la visión de un papel y leyó los derechos de acceso para los negocios
Objetos.
3. Utilizar el Permisos del sistema de página para asignar permisos predeterminados para compartir objetos con otros 3. Utilizar el Permisos del sistema de página para asignar permisos predeterminados para compartir objetos con otros 3. Utilizar el Permisos del sistema de página para asignar permisos predeterminados para compartir objetos con otros 3. Utilizar el Permisos del sistema de página para asignar permisos predeterminados para compartir objetos con otros
roles. Por los permisos de publicación, puede definir los tableros de instrumentos, acciones rápidas o búsquedas dentro de una función y permitir
a los usuarios asignados a compartirlos con otro papel.
4. Utilizar el Los permisos que conceden Roles página para asignar la capacidad de enlazar un papel a otro usuario. por4. Utilizar el Los permisos que conceden Roles página para asignar la capacidad de enlazar un papel a otro usuario. por4. Utilizar el Los permisos que conceden Roles página para asignar la capacidad de enlazar un papel a otro usuario. por4. Utilizar el Los permisos que conceden Roles página para asignar la capacidad de enlazar un papel a otro usuario. por
example, a Service Desk Manager may need the ability to assign supporting roles within the Service organization,
such as Service Desk Analyst.

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Security Tasks - Roles
Adding Roles
Add a Human Resource Analyst role, add the Incident Top Level Tab, and set up permissions. Then, you will create new OUs
(OUs). Finally, you will set up a new user account.

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Manage Contact Groups
A Contact Group is made up of one or more Employees who are Approvers, decision-makers in the approval process. Common
workflows requiring approvals include Change Requests and Knowledge Management. These groups may also be known as
“Review Boards” in Change Management. Typically, managers, supervisors, and senior personnel belong to contact groups.
Use the Contact Group page to add, edit, or delete the groups. This page shows a list of existing contact groups. From here,
start creating a new group by clicking New Contact Group. You can then specify what types of problems or change requests
this group handles.
Manage Teams
Teams are pools of employees who can be assigned tasks in the Service Desk Console, such as a team that is responsible for
processing an Incident or Problem. An employee cannot be assigned a task without being part of a team.
To manage existing teams from the Configuration Console, from the Settings Menu, under Users and Permissions, click Teams to To manage existing teams from the Configuration Console, from the Settings Menu, under Users and Permissions, click Teams to To manage existing teams from the Configuration Console, from the Settings Menu, under Users and Permissions, click Teams to To manage existing teams from the Configuration Console, from the Settings Menu, under Users and Permissions, click Teams to To manage existing teams from the Configuration Console, from the Settings Menu, under Users and Permissions, click Teams to
open the Standard User Team page. A list of existing teams appears. Select a team from the list to edit specific field values or use open the Standard User Team page. A list of existing teams appears. Select a team from the list to edit specific field values or use open the Standard User Team page. A list of existing teams appears. Select a team from the list to edit specific field values or use
the delete option from the tab toolbar to delete an existing team. You can use the searches area options to search for existing
teams. If you open a Team for viewing, the Standard User Team page opens, showing the team data, including a list of linked
employees, if any.

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To add a new team, click New Standard User Team. Complete the required fields and link employees to the newly created team. To add a new team, click New Standard User Team. Complete the required fields and link employees to the newly created team. To add a new team, click New Standard User Team. Complete the required fields and link employees to the newly created team.
Note that Team Manager user records should be created before the Team is created.
Manage Users/Employees
Use the Configuration Console, to open employee/user records for viewing or editing. There are multiple ways to open
the Employee form to start creating a new employee or user:
•From the Service Desk Console, click the Employee top level tab. From the Service Desk Console, click the Employee top level tab. From the Service Desk Console, click the Employee top level tab.
•From the Configuration Console, Quick links area, click Add a new user.From the Configuration Console, Quick links area, click Add a new user.From the Configuration Console, Quick links area, click Add a new user.From the Configuration Console, Quick links area, click Add a new user.
•From the Configuration Console Home page, under Organization Setup, click User Manage User and Permission, click From the Configuration Console Home page, under Organization Setup, click User Manage User and Permission, click From the Configuration Console Home page, under Organization Setup, click User Manage User and Permission, click From the Configuration Console Home page, under Organization Setup, click User Manage User and Permission, click From the Configuration Console Home page, under Organization Setup, click User Manage User and Permission, click
Users.
•From the Configuration Console, Settings menu, expand Users and Permissions, click Users.From the Configuration Console, Settings menu, expand Users and Permissions, click Users.From the Configuration Console, Settings menu, expand Users and Permissions, click Users.From the Configuration Console, Settings menu, expand Users and Permissions, click Users.From the Configuration Console, Settings menu, expand Users and Permissions, click Users.From the Configuration Console, Settings menu, expand Users and Permissions, click Users.
Los datos que puede ser añadido o modificado incluye la identificación e información de contacto, tal como el nombre y dirección postal completa del usuario.
del usuario departamento, título, y el gerente puede ser proporcionada. Puede especificar si un usuario es un VIP, que se puede utilizar para proporcionar un
manejo prioritario para las peticiones del cliente. Además, las características de seguridad de Service Manager IVANTI para gestionar el acceso de usuarios a
las características de la aplicación y los datos están disponibles, tales como papeles, grupos de contacto, OU, y los equipos. Si el usuario es el cliente para
una solicitud de incidente o cambio, el registro asociado aparece en los datos de usuario. Otros datos pueden incluir elementos de configuración el cual el
usuario es el “dueño” y archivos adjuntos.
Opciones de configuración de seguridad
En la página de Inicio, en Sistema de seguridad Opciones incluyen la política de contraseñas, la prioridad de inicio de sesión y claves de la API. En la página de Inicio, en Sistema de seguridad Opciones incluyen la política de contraseñas, la prioridad de inicio de sesión y claves de la API. En la página de Inicio, en Sistema de seguridad Opciones incluyen la política de contraseñas, la prioridad de inicio de sesión y claves de la API.
1. Utilizar el Política de contraseñas page to manage the password policy for each tenant. Upon saving 1. Utilizar el Política de contraseñas page to manage the password policy for each tenant. Upon saving 1. Utilizar el Política de contraseñas page to manage the password policy for each tenant. Upon saving 1. Utilizar el Política de contraseñas page to manage the password policy for each tenant. Upon saving
the policy, an attempt to change a user password that does not meet the policy will trigger an error message. The
policy is enforced on password changes, not for previously existing passwords.
2. Use the Login Priority page to define which login credentials should be used first when logging 2. Use the Login Priority page to define which login credentials should be used first when logging 2. Use the Login Priority page to define which login credentials should be used first when logging 2. Use the Login Priority page to define which login credentials should be used first when logging
in. By default, the Try internal login before external checkbox is checked, directing the Service Desk Console to use in. By default, the Try internal login before external checkbox is checked, directing the Service Desk Console to use in. By default, the Try internal login before external checkbox is checked, directing the Service Desk Console to use
internal login credentials before attempting to use external authentication credentials. Disable the checkbox to use
external login credentials first.
3. Use the API Keys page to link user groups to one or more API (application programming 3. Use the API Keys page to link user groups to one or more API (application programming 3. Use the API Keys page to link user groups to one or more API (application programming 3. Use the API Keys page to link user groups to one or more API (application programming
interface) keys, which are codes that authenticate access and can be used to track API usage. API keys are not tied to
user sessions with expiration times.

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Tareas de seguridad - Perfil del Empleado
Configuración de un perfil de empleado
Crear un nuevo perfil de usuario para usted. Agregarse al equipo de Service Desk, la Tecnología de Información OU, y el Departamento de TI. Seleccione
Habilitar autenticación interna y asignar un nombre de usuario y PWD de autenticación interna. A continuación, agregarse a la Analista de Service Desk y
las funciones de Analista de Recursos Humanos.

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5 Autoservicio 5 Autoservicio
En este módulo, aprenderá a:
• La marca de la Página de autoservicio con la organización o el logotipo del departamento y enlaces.
•Personalizar la vista de Página y sus pestañas.
• Configurar la personalización para un conjunto de usuarios (basado en roles), o para toda la organización. El módulo de autoservicio se
puede configurar con una apariencia personalizada para toda la organización, o para un conjunto específico de usuarios, en función de su papel.
Descripción general del servicio de auto
Puede acceder a las funciones de configuración del Servicio de Auto mediante el uso de la Configuración del servicio de auto asistente o mediante Puede acceder a las funciones de configuración del Servicio de Auto mediante el uso de la Configuración del servicio de auto asistente o mediante Puede acceder a las funciones de configuración del Servicio de Auto mediante el uso de la Configuración del servicio de auto asistente o mediante
la apertura de la consola de configuración y seleccionar Configuración de autoservicio.la apertura de la consola de configuración y seleccionar Configuración de autoservicio.
Puede iniciar el asistente de configuración Proceso de autoservicio para configurar la página inicial y más aquí. además, el Marca opción Puede iniciar el asistente de configuración Proceso de autoservicio para configurar la página inicial y más aquí. además, el Marca opción Puede iniciar el asistente de configuración Proceso de autoservicio para configurar la página inicial y más aquí. además, el Marca opción
está disponible para cambiar la imagen del logotipo en su página inicial Servicio Ser.
Para iniciar el Asistente de Procesos, haga clic en la lupa en la página de inicio, en la parte superior de la ajustesPara iniciar el Asistente de Procesos, haga clic en la lupa en la página de inicio, en la parte superior de la ajustes
Menú, para ver opciones adicionales. Seleccionar Asistente proceso.Menú, para ver opciones adicionales. Seleccionar Asistente proceso.
Clickea en el Configuración del servicio de auto Process Wizard to start your configuration. As it expands, you will see two options – BrandingClickea en el Configuración del servicio de auto Process Wizard to start your configuration. As it expands, you will see two options – BrandingClickea en el Configuración del servicio de auto Process Wizard to start your configuration. As it expands, you will see two options – BrandingClickea en el Configuración del servicio de auto Process Wizard to start your configuration. As it expands, you will see two options – Branding
and Home Page. As you step through the configuration, however, you can also configure Tabs and Users.and Home Page. As you step through the configuration, however, you can also configure Tabs and Users.and Home Page. As you step through the configuration, however, you can also configure Tabs and Users.and Home Page. As you step through the configuration, however, you can also configure Tabs and Users.and Home Page. As you step through the configuration, however, you can also configure Tabs and Users.and Home Page. As you step through the configuration, however, you can also configure Tabs and Users.
Alternately, you can access the Self Service Setup from the Configuration Console Home page. Alternately, you can access the Self Service Setup from the Configuration Console Home page. Alternately, you can access the Self Service Setup from the Configuration Console Home page.

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The Self Service Setup features allow you to customize various aspects of your Self Service portal that impact everyone using the
Service Desk Console, by default. From the Administrative Home page, you can do the following:
•Home Page: Configure your Self Service portal Home Page view. Home Page: Configure your Self Service portal Home Page view.
•Tabs: Select tabs which users see and edit the tab names. Tabs: Select tabs which users see and edit the tab names.

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Application Setup – Branding
The Self Service Setup – Branding feature allows you to select options for branding, allowing you to present your company The Self Service Setup – Branding feature allows you to select options for branding, allowing you to present your company The Self Service Setup – Branding feature allows you to select options for branding, allowing you to present your company
identity within the Self Service module. Click Change Logo and then browse to the location of your graphical logo. Choose a identity within the Self Service module. Click Change Logo and then browse to the location of your graphical logo. Choose a identity within the Self Service module. Click Change Logo and then browse to the location of your graphical logo. Choose a
logo or image representing your organization, such as your company or the IT department. For best performance, your logo
should be less than 100 KB in size. The logo dimensions should fit within a 50px high by 200px wide area. Logos are not
scaled, but rather are cropped to the center of the image. When creating roles, different logos can be defined to appear by
role.
Note: The Branding option is only available from the Self Service Configuration wizard. Home Page or Tab changes can be
done from either location.
Self Service Tabs
The Self Service – Tabs feature allows you to select the default set of pages, or tabs, to be displayed in Self Service. The Self Service – Tabs feature allows you to select the default set of pages, or tabs, to be displayed in Self Service. The Self Service – Tabs feature allows you to select the default set of pages, or tabs, to be displayed in Self Service.
In addition to selecting which of these are Available, Initially Visible, and/or Closable, you may also specify a different name to In addition to selecting which of these are Available, Initially Visible, and/or Closable, you may also specify a different name to In addition to selecting which of these are Available, Initially Visible, and/or Closable, you may also specify a different name to In addition to selecting which of these are Available, Initially Visible, and/or Closable, you may also specify a different name to In addition to selecting which of these are Available, Initially Visible, and/or Closable, you may also specify a different name to
appear for each tab.
Note: The Closable option only appears when Self Service Setup is opened from the Home Page. The other options are
available from the wizard, too.
These are some of the tabs you can modify:
•Home: Appears as the initial page, showing a summary of the user activity. Home: Appears as the initial page, showing a summary of the user activity.
•Social Board: Provides access to the Social Board. Social Board: Provides access to the Social Board.
•Service Catalog: Lists available services and allows you to request a service. Service Catalog: Lists available services and allows you to request a service.
•My Items: Shows reported items and service requests. My Items: Shows reported items and service requests.
•Knowledge Center: Shows information from various knowledge resources. Knowledge Center: Shows information from various knowledge resources.
•Search: Lets users define search parameters. After changing the tabs you wish to make available, click Next at Search: Lets users define search parameters. After changing the tabs you wish to make available, click Next at Search: Lets users define search parameters. After changing the tabs you wish to make available, click Next at Search: Lets users define search parameters. After changing the tabs you wish to make available, click Next at
the top of the page to continue.

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Home Page
The Self Service Setup – Home Page feature allows you to choose from three types of Dashboard configurations for the The Self Service Setup – Home Page feature allows you to choose from three types of Dashboard configurations for the The Self Service Setup – Home Page feature allows you to choose from three types of Dashboard configurations for the
customers to view: Self Service Simplified, Self Service Simple, or Self Service.customers to view: Self Service Simplified, Self Service Simple, or Self Service.customers to view: Self Service Simplified, Self Service Simple, or Self Service.customers to view: Self Service Simplified, Self Service Simple, or Self Service.
It is recommended that you use the Self Service option which contains the most complete Self Service Dashboards, including all It is recommended that you use the Self Service option which contains the most complete Self Service Dashboards, including all It is recommended that you use the Self Service option which contains the most complete Self Service Dashboards, including all
tabs. The other two options provide a subset of the tabs and Dashboard parts upon entry.
5.4.1 Role-Based Self Service Branding 5.4.1 Role-Based Self Service Branding
In addition to customizing the Self Service appearance for the entire organization, you can also set up a customized Self Service
appearance for individual users, such as users belonging to a division or department, using the Self Service role. appearance for individual users, such as users belonging to a division or department, using the Self Service role. appearance for individual users, such as users belonging to a division or department, using the Self Service role.
Add this role to one or more user accounts. When those users log in and select this role, they will see the customized Self
Service.

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Self Service Tasks
Customizing Role-Based Self Service
Explore the options available to customize the default Self Service for all your users.
•Customize branding.
•Specify default tabs.
•View options to customize Self Service for entire organization.

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6 Self Service Mobile 6 Self Service Mobile
In this module, you will learn to:
•Describe the new IVANTI Self Service Mobile Role and Interface
•Administer and customized this interface including options for three different layouts New in IVANTI Service
Manager 2016.1 there is also a Self Service Mobile Role and Interface. This provides an adaptive interface for mobile users
presenting different Home Pages dependent on the type of device the user is viewing IVANTI from.
As an administrator, you can customize this interface for users with the Self Service Mobile Role.
Accessing Self Service Mobile
Using a browser on your desktop, tablet or phone navigate to your tenant and change your role to Self Service Mobile. If your
only role is Self Service Mobile, you will be immediately taken to the Self Service Mobile Home Page. The Home Page you see
will adapt to the device, shown below are all three views of the same Home Page for Desktop, Tablet and Phone respectively.
The phone view can be optimized for both portrait and landscape formats.
Other areas of the interface can be accessed via the menu
•Service Catalog – View the Service Catalog for your OU. Access custom saved search filters and apply filters to find both Service Service Catalog – View the Service Catalog for your OU. Access custom saved search filters and apply filters to find both Service
Request and Incident templates.
• Knowledge Base - View and search the knowledge base Knowledge Base - View and search the knowledge base Knowledge Base - View and search the knowledge base
• FAQ – View FAQs FAQ – View FAQs
•My Items – view your My Items area, including current Requests, you can review and even close Incidents from this view My Items – view your My Items area, including current Requests, you can review and even close Incidents from this view
•Alerts – view current alerts Alerts – view current alerts
•Announcements – View current announcements Announcements – View current announcements
• Search – Search the Knowledge Base and FAQ documents Search – Search the Knowledge Base and FAQ documents

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Customizing Self Service Mobile
Users with the Administration Role can customize the views of the Self Service Mobile application for all users. While logged in
using the Self Service Mobile Role, from the menu on the left select the Administration Role to access the configuration options.
Use the Customize Application
icon to configure the interface. The area you are viewing will
change to provide customization options.
Customizing the Home Page
To customize the Home Page for different devices, select the device from the options at the top of the screen (Desktop, Tablet,
Phone).
Parts – Select the Parts menu to view the parts that can be added to the page. Drag them to the main window and position as Parts – Select the Parts menu to view the parts that can be added to the page. Drag them to the main window and position as
desired over the placement icons. When you see the Green Checkmark the part will be placed accordingly.
Use the Close to remove the part and see the Positioning icon to move the part on the
page.

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Click the Settings icon on a selected part to access the Settings panel and customize the part. In
this window, you can set customizations for this part including the title, actions and visuals.

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Customizing the Service Catalog
The Service Catalog can be customized to show saved searches (filtered searches), create new ones, and remove the options
to search or see all categories.
Settings
The main settings can be set from the left side menu. These include setting overall colour and branding options, the
workspaces that will be active and the Save for Later and Cart options for the Service Catalog.
Save for Later and Cart
As part of the Service Catalog and Service Request submission there is a Save for Later and
Cart option that can be enabled by the Administrator. Auto save options can also be set.
Save for Later – allows the requestor to store Service Requests in a Drafts folder. Multiple Save for Later – allows the requestor to store Service Requests in a Drafts folder. Multiple
Requests can be stored and reviewed, edited and held for later submission as a group. When
making a Service Request you can now use the buttons at the bottom of the screen to Save making a Service Request you can now use the buttons at the bottom of the screen to Save
for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in for Later or Review & Submit. When you select Save for Later, the Drafts folder will appear in
the top right of the Service catalog page and you can use that to review pending requests.
They can be edited from there and then Selecting
Review and Submit will transfer them to the Cart for submission. Review and Submit will transfer them to the Cart for submission.
Cart – when requests are moved to the Cart, they can then be submitted as a group by selecting Submit Cart – when requests are moved to the Cart, they can then be submitted as a group by selecting Submit Cart – when requests are moved to the Cart, they can then be submitted as a group by selecting Submit
cart.

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Self Service Mobile Task
Customizing Self Service Mobile
As the Administrator, you wish to customize the Self Service Mobile interface for users who will access IVANTI from their Tablets
and Phones. Make some customizations and test this from your phone.

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7 Using Searches 7 Using Searches
In this module, you will learn to:
•Describe the various types of searches.
•Create the various types of searches.
• Set search publishing permissions.
The Search feature allows you to search the database for records that match specified search criteria, using various types of
searches.
Searches Overview
The HSM search functions are streamlined, limited to a single search box. The label in the search box makes it clear which
object are searching.
These are the three types of searches, together with Object Matching, which allows a variation on searching:
•Full Text Search: Examines certain fields of every record, using one or more specified words or phrases as the search criteria. Full Full Text Search: Examines certain fields of every record, using one or more specified words or phrases as the search criteria. Full
Text Searches apply to the current type of records, or objects, in the workspace. Full Text Searches may be applied to the current
Business Object or across multiple Business Objects, depending upon which Search field is used.
•Filter Search: When your search does not provide the detailed results that you want, you can refine your search by using filters. Filter Search: When your search does not provide the detailed results that you want, you can refine your search by using filters.
Filters let you search for specific sets of field values. Then, if you like the results, you can save your filter search as a Saved
Search.
•Saved Search: A Saved Search is a predefined, commonly run search assigned to a role(s). Saved Searches usually contain Saved Search: A Saved Search is a predefined, commonly run search assigned to a role(s). Saved Searches usually contain
multiple parameters. By saving searches, you can perform a search quickly, without the need to manually enter all the search
parameters each time. Many Saved Searches are available by default. Others may be created, according to your role and
privileges.
•Object Matching: Search other Business Objects without leaving the current record. You can search from a field (for example, the Object Matching: Search other Business Objects without leaving the current record. You can search from a field (for example, the
Summary field on Incident) that has an associated Search button. In the Incident example, you can find Problem or Knowledge
records containing the same text. The Search Results panel shows the matches.
To view the parameters for the present search, place your pointer over the search description and an edit icon (pencil) shows.

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Click the edit icon to open the search parameters:
Here, with proper rights, you can easily see how the current search is configured.
Simple Text Searches
A Simple Text Search will search through specific fields for each object or record type. For example, for Incidents, if a matching
word is found in any of a certain set of fields, including the Summary, Description, Status, or Customer fields, that Incident record
will appear in the results.
The Simple Text searches apply only to the current workspace’s record type. The fields searched for each record type are set by
default. The type of record determines which of its fields are searched for matches. These fields searched may be managed by
the IVANTI administrator. Full text search options include:

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•Similar Word Searching: If you enter part of a word, or a “word stem”, and then run a search, the results will display Similar Word Searching: If you enter part of a word, or a “word stem”, and then run a search, the results will display
all records that contain that string of characters.
•Exact Phrase Searching: The phrase must exactly match the text of your search. To use this, the search text must be Exact Phrase Searching: The phrase must exactly match the text of your search. To use this, the search text must be
within quotation marks, e.g., “login Outlook”.within quotation marks, e.g., “login Outlook”.
•Multiple Word Searching: This search uses more than one word in the search text box, which may include Boolean Multiple Word Searching: This search uses more than one word in the search text box, which may include Boolean
operators such as AND or OR.operators such as AND or OR.operators such as AND or OR.operators such as AND or OR.
•Wildcard Searching: Use the character “*” (asterisk) to represent any set of characters. In the example shown, Wildcard Searching: Use the character “*” (asterisk) to represent any set of characters. In the example shown,
using Similar Word and Multiple Word Searching:
1.In the Simple Text Search field, the user types the search string: login Outlook or email. ( The In the Simple Text Search field, the user types the search string: login Outlook or email. ( The In the Simple Text Search field, the user types the search string: login Outlook or email. ( The In the Simple Text Search field, the user types the search string: login Outlook or email. ( The In the Simple Text Search field, the user types the search string: login Outlook or email. ( The
OR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text loginOR and the AND are Boolean operators.) This searches for any incidents containing either the text email or the text login
and the text Outlook. For example, if the Incident contains only and the text Outlook. For example, if the Incident contains only and the text Outlook. For example, if the Incident contains only and the text Outlook. For example, if the Incident contains only
email or login, and not Outlook, then the Incident will not appear in the search results. email or login, and not Outlook, then the Incident will not appear in the search results. email or login, and not Outlook, then the Incident will not appear in the search results. email or login, and not Outlook, then the Incident will not appear in the search results. email or login, and not Outlook, then the Incident will not appear in the search results. email or login, and not Outlook, then the Incident will not appear in the search results.
2. The Service Desk Analyst clicks the Search button (the magnifying glass icon). 2. The Service Desk Analyst clicks the Search button (the magnifying glass icon).
3. The matching Incident records appear in the Incidents list. 3. The matching Incident records appear in the Incidents list.

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Searching Tasks – Simple Search
Running Simple Text Searches
Run the following searches and note how the results vary: inbox, outlook, email, inbox AND outlook, inbox OR outlook, and
then “outlook inbox“. then “outlook inbox“.

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Filter Searches
IVANTI Service Manager lists allow you to narrow the results by specifying field values. Click Show Filters to specify values IVANTI Service Manager lists allow you to narrow the results by specifying field values. Click Show Filters to specify values IVANTI Service Manager lists allow you to narrow the results by specifying field values. Click Show Filters to specify values
used to filter the search results, showing only those records containing the values specified.
For example, to view only Open, Logged, or Active Incidents, click Show Filters. Then, under the StatusFor example, to view only Open, Logged, or Active Incidents, click Show Filters. Then, under the StatusFor example, to view only Open, Logged, or Active Incidents, click Show Filters. Then, under the StatusFor example, to view only Open, Logged, or Active Incidents, click Show Filters. Then, under the Status
filters, select the Open, Logged, and Active check boxes. filters, select the Open, Logged, and Active check boxes. filters, select the Open, Logged, and Active check boxes. filters, select the Open, Logged, and Active check boxes. filters, select the Open, Logged, and Active check boxes. filters, select the Open, Logged, and Active check boxes.
In the example shown:
1.Incidents with a Status of Open, Logged, or Active.Incidents with a Status of Open, Logged, or Active.Incidents with a Status of Open, Logged, or Active.Incidents with a Status of Open, Logged, or Active.Incidents with a Status of Open, Logged, or Active.Incidents with a Status of Open, Logged, or Active.
2.Incidents with a Priority of 1 or 2.Incidents with a Priority of 1 or 2.Incidents with a Priority of 1 or 2.Incidents with a Priority of 1 or 2.Incidents with a Priority of 1 or 2.Incidents with a Priority of 1 or 2.
3. And, the Incidents are Unassigned.3. And, the Incidents are Unassigned.3. And, the Incidents are Unassigned.
As each filter is selected, the search results are instantly filtered in the list below.

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If the filter you want to use is not included in the filters area, you can filter any column by clicking the
Options icon in the column header. For example, if you want to filter records by location, click Options icon in the column header. For example, if you want to filter records by location, click
Options, then select Filters. In the list provided, you can clear all locations and then select only those you want to show. Options, then select Filters. In the list provided, you can clear all locations and then select only those you want to show. Options, then select Filters. In the list provided, you can clear all locations and then select only those you want to show. Options, then select Filters. In the list provided, you can clear all locations and then select only those you want to show.

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7.3.1 Configuring Filter Searches 7.3.1 Configuring Filter Searches
With administrative rights, you can configure Filter Searches. To administer the Filter Search panel, open the Configuration
Console. In the Settings pane, under Build, expand the Search Tools and select Console. In the Settings pane, under Build, expand the Search Tools and select Console. In the Settings pane, under Build, expand the Search Tools and select Console. In the Settings pane, under Build, expand the Search Tools and select Console. In the Settings pane, under Build, expand the Search Tools and select Console. In the Settings pane, under Build, expand the Search Tools and select Console. In the Settings pane, under Build, expand the Search Tools and select
Filter Searches. From here you can either Add a new filter or Edit an existing one. Filter Searches. From here you can either Add a new filter or Edit an existing one. Filter Searches. From here you can either Add a new filter or Edit an existing one. Filter Searches. From here you can either Add a new filter or Edit an existing one. Filter Searches. From here you can either Add a new filter or Edit an existing one. Filter Searches. From here you can either Add a new filter or Edit an existing one.
Click Edit to add, remove, or turn off filter items: Click Edit to add, remove, or turn off filter items: Click Edit to add, remove, or turn off filter items:

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Note: Selecting Show by default indicates filter criteria that appears by default when viewing the filters. Criteria that is not Note: Selecting Show by default indicates filter criteria that appears by default when viewing the filters. Criteria that is not Note: Selecting Show by default indicates filter criteria that appears by default when viewing the filters. Criteria that is not
selected, does not appear unless the user selects More at the end of a list of values. selected, does not appear unless the user selects More at the end of a list of values. selected, does not appear unless the user selects More at the end of a list of values.

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Searching Tasks – Filtered Search
Using a Filtered Search
Open the Incident workspace then build a filter search that further focuses the results in the default list. After narrowing the
results, filter them further by other options and see what happens to the results.
Then try the Multisort option to see how the process differs.

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Saved Searches
Saved searches allow you to use expressions to combine multiple operators and search values. You can then save the search
for use by specified roles.
Beginning in version 2015.1, the Advanced Search link was removed (the Saved Search and the Advanced Search provided the
same parameter search). Using the Saved Search lets you define search parameters, preview the results, and then save it if you
get expected results. To open a list of Saved Searches, click the down arrow next to the current default search in the workspace.
To see a complete list of Saved Searches for running, viewing, or editing (if you have proper permission); click the All Saved To see a complete list of Saved Searches for running, viewing, or editing (if you have proper permission); click the All Saved To see a complete list of Saved Searches for running, viewing, or editing (if you have proper permission); click the All Saved
Searches link. Searches link.
If you have proper permissions, you can create a Saved Search from the object workspace. Click the
New Saved Search icon, next to the Full Text Search text box, or access the New Saved Search link in the Saved Searches New Saved Search icon, next to the Full Text Search text box, or access the New Saved Search link in the Saved Searches New Saved Search icon, next to the Full Text Search text box, or access the New Saved Search link in the Saved Searches New Saved Search icon, next to the Full Text Search text box, or access the New Saved Search link in the Saved Searches New Saved Search icon, next to the Full Text Search text box, or access the New Saved Search link in the Saved Searches
drop-down list.
If you have necessary permissions, you can create a new saved search.

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1. Specify multiple search criteria, by selecting fields, operators, and values to create search 1. Specify multiple search criteria, by selecting fields, operators, and values to create search
expressions.
2. Click the up/down icon (at the end of your search expression) to add a sort order to your 2. Click the up/down icon (at the end of your search expression) to add a sort order to your
results.
3. Click Settings to select roles in the Publish action to drop-down, indicating which roles can run 3. Click Settings to select roles in the Publish action to drop-down, indicating which roles can run
this search; specify a Category to group searches into collections; and set defaults. Click Personal Default to make
this search your default and/or select other roles in the Default for roles drop-down, indicating which roles will see
this search, by default, in the relevant workspace.
4. Click Save As to save the search. Type a Name and then click Save. Click the Saved Search list and select All Saved 4. Click Save As to save the search. Type a Name and then click Save. Click the Saved Search list and select All Saved 4. Click Save As to save the search. Type a Name and then click Save. Click the Saved Search list and select All Saved
Searches to see a complete list of current searches. Place your cursor over a Saved Search in the list to access links to Edit, Searches to see a complete list of current searches. Place your cursor over a Saved Search in the list to access links to Edit, Searches to see a complete list of current searches. Place your cursor over a Saved Search in the list to access links to Edit,
Clone, or Delete a search. Here you can also select Dependency for a list of dependencies, to ensure you do not modify or delete a Clone, or Delete a search. Here you can also select Dependency for a list of dependencies, to ensure you do not modify or delete a Clone, or Delete a search. Here you can also select Dependency for a list of dependencies, to ensure you do not modify or delete a Clone, or Delete a search. Here you can also select Dependency for a list of dependencies, to ensure you do not modify or delete a Clone, or Delete a search. Here you can also select Dependency for a list of dependencies, to ensure you do not modify or delete a Clone, or Delete a search. Here you can also select Dependency for a list of dependencies, to ensure you do not modify or delete a
search that might affect the display in a Dashboard part.

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7.4.1 Favorite Saved Searches and Publishing Privileges 7.4.1 Favorite Saved Searches and Publishing Privileges
Saving common search criteria makes those searches readily available without redeveloping the search criteria each
time.
Searches tagged as favorites appear are indicated by an orange star in Saved Searches list. To make any search in the list a
favorite, simply click place your pointer over the gray star in the complete list of Saved Searches and click Add as favorite.
When you save a search, you need to specify who can use it by selecting to which roles the search is published. Which set of
roles you can publish to is controlled by your role’s publishing privileges. Each role has defined search publishing permissions
or privileges. These privileges are created and edited in the Configuration Console’s Roles list, by editing an existing role.
Define search privileges from the role’s System Permissions tab. Define search privileges from the role’s System Permissions tab. Define search privileges from the role’s System Permissions tab.
7.4.2 Accessing Saved Searches by Business Object 7.4.2 Accessing Saved Searches by Business Object
With administrative rights, you can access a list of Saved Searches by Business Object from the Configuration Console. In the SettingsWith administrative rights, you can access a list of Saved Searches by Business Object from the Configuration Console. In the Settings
pane, under Build, expand the Search Tools and select Saved Searches.pane, under Build, expand the Search Tools and select Saved Searches.pane, under Build, expand the Search Tools and select Saved Searches.pane, under Build, expand the Search Tools and select Saved Searches.pane, under Build, expand the Search Tools and select Saved Searches.pane, under Build, expand the Search Tools and select Saved Searches.
A list of Business Objects opens, showing how many Saved Searches are configured for each object. If you click Add/Edit, a list A list of Business Objects opens, showing how many Saved Searches are configured for each object. If you click Add/Edit, a list A list of Business Objects opens, showing how many Saved Searches are configured for each object. If you click Add/Edit, a list
of the individual Saved Searches configured for that Business Object. Then, you can edit, clone, or delete current Saved
Searches in the list.
If you click on the Business Object Name, the Business Object opens. On the Search tab, you can review or change the
Search settings for the Business Object.

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Searching Tasks – Saved Search
Creating a Saved Search
Create a Saved Search to return network Incidents that came in by phone and that are not closed.

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Object Matching Searches
Object Matching extends the full text search from the current Business Object other, related objects. Object Matching allows you
to search other business objects without having to leave the current form. The search can originate from a field on a form (such
as the Incident Summary field) that has an associated search button or by entering a search phrase directly into the search field as the Incident Summary field) that has an associated search button or by entering a search phrase directly into the search field as the Incident Summary field) that has an associated search button or by entering a search phrase directly into the search field
below the
Related Items label and then starting the search. Object matching allows you to view the results, according to how closely Related Items label and then starting the search. Object matching allows you to view the results, according to how closely
they match the search criteria, and possibly resolve the current Incident record.
By default, you can use Object Matching to search for other similar records when creating a new Incident, Problem, or
Knowledge record. In the current business object, these object areas are searched for matches with the keywords:
•Summary and Description information for each record in the database
•Database information that has been full-text indexed
•Knowledge Base information in the database that has been full-text indexed
In the example shown, the Service Desk Analyst clicks the Incident record Summary field Search button. In the example shown, the Service Desk Analyst clicks the Incident record Summary field Search button. In the example shown, the Service Desk Analyst clicks the Incident record Summary field Search button.
As the administrator, you can change which record types are searched, and which field triggers the object matching (and has
the Search button).
Note: Object Matching is configured when formatting a field. It will be discussed when building Business Objects in the
IVANTI Service Manager Administration II course.

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Searching Tasks – Object Matching
Using Object Matching to Search
Use Object Matching to find related items for one of the Incidents you created earlier. How many Incidents appear? How
many Problems? How many Knowledge records?

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8 Managing Dashboards 8 Managing Dashboards
In this module, you will learn how to:
•Describe Dashboards and their parts.
• Manage which roles can access which Dashboards.
•Use My Dashboards to view and edit Dashboards.
•Use the Dashboard list to create role-specific Dashboards.
Each role may have access to one or more role-specific Dashboards, allowing the user to view data from both internal and
external sources, in graphical (e.g., chart) and tabular (e.g. grid or list) formats. It is important to consider Dashboards as you
review your Service Desk and management needs for immediate access to information.
Dashboards Overview
Dashboards are user-defined summary views of data from internal and external sources. Custom dashboards can be
created and made available to users based on their role. Dashboards are constructed using one or more objects, or parts,
such as charts and tables. When creating a Dashboard, you can define:
•Information: Title, description, category, refresh and other settings. Information: Title, description, category, refresh and other settings.
•Layout: Column/rows in which a Dashboard part appears and related sizing. Layout: Column/rows in which a Dashboard part appears and related sizing.
•Dashboard Parts: Charts, tables, etc. that display data views on the Dashboard. Dashboard Parts: Charts, tables, etc. that display data views on the Dashboard.

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All Dashboards Page
To view Dashboards published to your role, from your Home page, click the Show <Role> drop-down list. All the Dashboards To view Dashboards published to your role, from your Home page, click the Show <Role> drop-down list. All the Dashboards To view Dashboards published to your role, from your Home page, click the Show <Role> drop-down list. All the Dashboards
published to your role appear. At the bottom of the Dashboards drop-down list, click All Dashboards. From here you can: published to your role appear. At the bottom of the Dashboards drop-down list, click All Dashboards. From here you can: published to your role appear. At the bottom of the Dashboards drop-down list, click All Dashboards. From here you can:
1. Select a Dashboard for your current view, by clicking the Dashboard’s Name link. 1. Select a Dashboard for your current view, by clicking the Dashboard’s Name link. 1. Select a Dashboard for your current view, by clicking the Dashboard’s Name link. 1. Select a Dashboard for your current view, by clicking the Dashboard’s Name link.
2. Set your default Dashboard, select the desired Dashboard (check box) and then, from the 2. Set your default Dashboard, select the desired Dashboard (check box) and then, from the
More Actions drop-down, click Set as Default.More Actions drop-down, click Set as Default.More Actions drop-down, click Set as Default.
3.If you have the appropriate permissions, you can edit existing Dashboards. Click the EditIf you have the appropriate permissions, you can edit existing Dashboards. Click the Edit
button (the pencil icon) to open the Dashboard for editing.
4.If you have the appropriate permissions, you can create new Dashboards. Click New Dashboard to design If you have the appropriate permissions, you can create new Dashboards. Click New Dashboard to design If you have the appropriate permissions, you can create new Dashboards. Click New Dashboard to design
a new Dashboard.

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Dashboard Parts
Dashboards consist of one or more parts. You can create Dashboard parts or re-use existing parts for several different views of
data and information. You can use the same Dashboard part on multiple Dashboard layouts. Dashboard parts are easily added,
moved, or deleted from a Dashboard.
•Charts: Use to create a chart based on data from your system. Charts: Use to create a chart based on data from your system.
•Tables: Use to create a list view of data from your system. Tables: Use to create a list view of data from your system.
•Special Parts: Use to create custom parts not available otherwise, such as a URL link on the Dashboard. Special Parts: Use to create custom parts not available otherwise, such as a URL link on the Dashboard.
•Tree Parts: Use to present data in a hierarchical, or tree, structure. Tree Parts: Use to present data in a hierarchical, or tree, structure.
•Pivot Tables: Use to display complex data or sets of data in a tabular format. Pivot Tables: Use to display complex data or sets of data in a tabular format.
•Add-ins: In the Dashboard Information area, you can add an Alert bar or a universal Search field. Add-ins: In the Dashboard Information area, you can add an Alert bar or a universal Search field.
For a Dashboard part that already exists, with proper permissions, you can click its Edit button (the pencil icon) to change the
name, or other parameters, of the part. On the Dashboard part alone, there are icons to modify the part further.
Dashboard Permissions for Roles
When you create a Dashboard, you can make it available to users in a role(s). In the Dashboard Information area, select roles When you create a Dashboard, you can make it available to users in a role(s). In the Dashboard Information area, select roles When you create a Dashboard, you can make it available to users in a role(s). In the Dashboard Information area, select roles When you create a Dashboard, you can make it available to users in a role(s). In the Dashboard Information area, select roles
in the Publish to drop-down list. You can also set a default Dashboard by selecting the role from the Default for drop-down list. in the Publish to drop-down list. You can also set a default Dashboard by selecting the role from the Default for drop-down list. in the Publish to drop-down list. You can also set a default Dashboard by selecting the role from the Default for drop-down list. in the Publish to drop-down list. You can also set a default Dashboard by selecting the role from the Default for drop-down list. in the Publish to drop-down list. You can also set a default Dashboard by selecting the role from the Default for drop-down list.
Use the Configuration Console to control who can publish Dashboards to specific roles. In the Settings menu, under Users and
Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the Permissions, open the Roles page and select a role. On the System Permissions tab, in the Allow Publishing area, select the
roles to which Dashboards may be published.
Note: When you create new Dashboards and Dashboard parts, they must also be published to specific roles to be available for Note: When you create new Dashboards and Dashboard parts, they must also be published to specific roles to be available for
use.

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Dashboard Tasks
Creating a Role-Specific Dashboard
Create a new role-specific “Watch” Dashboard for a Service Desk Analyst with the following parts:
•Top 5 Questions
•Top 5 Requests
•Top 10 Services
•Highest Rated Articles
•Active VIP Incidents
•Manufacturer Drill
Adding Customized Parts to a Dashboard
Customize a Pivot Table and add a customized URL to a Dashboard:
•Add a Service and Incident Owners Pivot table to your Watch Dashboard:
o Aggregate by Count o Aggregate by Count
o Measure by Priority o Measure by Priority
o Left Axis 1 = Service o Left Axis 1 = Service
o Left Axis 2 = Organization Unit ID o Left Axis 2 = Organization Unit ID
o Top Axis 1 = Owner o Top Axis 1 = Owner
Add a Command List with a customized URL to launch Google

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9 Managing Object Templates 9 Managing Object Templates
In this module, you will learn to:
•Describe object templates concepts and terminology.
•Access and create object templates.
•Apply object templates in Business Objects forms.
•Use object templates to automate data entry in Object form fields.
Object Templates Overview
In this module, you will learn how to create templates and use them with Quick Actions. Use the Object Templates automation
tool to speed data entry in Object forms. When creating a new Object (e.g., an Incident), you can apply a template that
populates fields of an Object form automatically.
For example, an Incident template can contain default entries for the Category and Summary fields. When creating a new
Incident, you can apply the template either before or after the Incident is saved. By applying the templates, you can avoid
completing the Category and Summary fields manually. Objects that are most frequently used with templates are Incidents and
Changes. An object can have any number of templates associated with it. For example, the Incident object may have dozens of
available templates, each for a different, commonly encountered issue. All users have the permissions necessary to apply
templates when creating records. Depending on your role and permissions, you can view, edit, and create templates.

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Opening Quick Actions Center for Object Templates
To open the Object Templates for creating or editing:
•From the Configuration Console, you will open the Object Templates under Automation Tools. This page displays a
table containing Business Objects with their associated number templates. To create or modify an object’s templates,
in the object’s Action column, click in the object’s Action column, click in the object’s Action column, click
Add/Edit.
OR
•From the Object workspace (e.g., Incident workspace) or from an Object record form (e.g., Incident form), click Action From the Object workspace (e.g., Incident workspace) or from an Object record form (e.g., Incident form), click Action
menu > Edit actions. This method opens the Quick Actions for editing and creating templates for that specific menu > Edit actions. This method opens the Quick Actions for editing and creating templates for that specific
Object.

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Edit or Create Templates
You can manage templates in the Edit Actions configuration area. It contains these panels for accessing templates:
•Your Actions: Contains a list of predefined templates available in the context of the workspace from which you access Your Actions: Contains a list of predefined templates available in the context of the workspace from which you access
them. Some of the default templates are grouped into folders.
•Create New Actions: Use the list of actions to create new templates which are available to the workspace (e.g., Create New Actions: Use the list of actions to create new templates which are available to the workspace (e.g.,
Incident) from which you create them. After selecting a template from Your Actions, click the appropriate button to clone, Incident) from which you create them. After selecting a template from Your Actions, click the appropriate button to clone, Incident) from which you create them. After selecting a template from Your Actions, click the appropriate button to clone,
disable, delete, or edit the selected template.
Template Settings in the Quick Actions Center
While there are many settings for a template, some of the most critical to set are:
•Template Name (Action Name): The label the user of the template will see when selecting a template to apply to Template Name (Action Name): The label the user of the template will see when selecting a template to apply to
the object.
•Category: Assign a category for Object record classification. Category: Assign a category for Object record classification.
•Field Names and Field values: Specify which fields to populate with which values when the template is applied to Field Names and Field values: Specify which fields to populate with which values when the template is applied to
the object.
•Publish to: On the Actions Settings tab, control which roles can apply the template. Publish to: On the Actions Settings tab, control which roles can apply the template. Publish to: On the Actions Settings tab, control which roles can apply the template. Publish to: On the Actions Settings tab, control which roles can apply the template.
•UI Options: Set whether or not show the action as a toolbar button or hide it from the IVANTI Service Manager user UI Options: Set whether or not show the action as a toolbar button or hide it from the IVANTI Service Manager user
interface.

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Applying Templates to Object Records
To update an existing Object, record with a template:
•From the Object workspace or Object form’s toolbar, click Action menu > Templates. Then, click the desired From the Object workspace or Object form’s toolbar, click Action menu > Templates. Then, click the desired From the Object workspace or Object form’s toolbar, click Action menu > Templates. Then, click the desired
template to apply. This will update the currently selected or viewed Object. To create a new Object record based on a
template:
•From the Object workspace or Object form’s toolbar, click New < Object> > Templates ( e.g., From the Object workspace or Object form’s toolbar, click New < Object> > Templates ( e.g., From the Object workspace or Object form’s toolbar, click New < Object> > Templates ( e.g., From the Object workspace or Object form’s toolbar, click New < Object> > Templates ( e.g., From the Object workspace or Object form’s toolbar, click New < Object> > Templates ( e.g.,
New Incident). Then, click the desired template to apply. This will create a new Object record populated with the New Incident). Then, click the desired template to apply. This will create a new Object record populated with the
template’s data.

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Object Template Tasks
Creating an Object Template
Create a Computer Boot Failure template and then create a new Incident record using this template.

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10 Managing Quick Actions 10 Managing Quick Actions
In this module, you will learn to:
•Describe Quick Actions concepts and terminology.
•Open and use the Quick Actions configuration tools.
•Manage Quick Actions.
Create Quick Actions to automate routine and repetitive activities for a specific Business Object (for example, Incident or
Change).
Quick Actions Overview
A Quick Action is a user-defined operation that can perform one or many complex actions with a single click. A Quick Action can
be simple (one action) or complex (two or more actions). Use Quick Actions to automate routine or repetitive actions such as
sending acknowledgements or creating tasks. For example, you can create a simple Quick Action to send an email to a customer
acknowledging the receipt of an inquiry.
After the Quick Action is published to a role, you can access a Quick Action from the Service Desk Console. You can manage
Quick Actions from either the Service Desk Console or in the Configuration Console.
Examples of Quick Action Components
There are many types of Quick Actions available. These are some of the Quick Action component actions:
•Export to Excel: Create a new Excel spreadsheet with rows containing output from a query created by the Quick Export to Excel: Create a new Excel spreadsheet with rows containing output from a query created by the Quick
Action
•Insert Child Object: Insert a specific child object into specified fields on an Object form or list view Insert Child Object: Insert a specific child object into specified fields on an Object form or list view
•Send Email: Create an email to be sent to an individual or group Send Email: Create an email to be sent to an individual or group
•UI Action: Execute an action within an Object form or list, such as launching an application, cloning a record, UI Action: Execute an action within an Object form or list, such as launching an application, cloning a record,
passing parameters to another application
•Update Object: Update specific fields of an existing Business Object Update Object: Update specific fields of an existing Business Object

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Opening Quick Actions Center
To create or edit Quick Actions:
•From the Configuration Console, open the Quick Actions Manager. This page displays a table containing Business
Objects with associated Quick Actions. To create or modify an object’s Quick Actions, in the object’s Action column, Objects with associated Quick Actions. To create or modify an object’s Quick Actions, in the object’s Action column, Objects with associated Quick Actions. To create or modify an object’s Quick Actions, in the object’s Action column,
click Add/Edit. The Quick Actions configuration area for working with that object’s Quick Actions opens. click Add/Edit. The Quick Actions configuration area for working with that object’s Quick Actions opens. click Add/Edit. The Quick Actions configuration area for working with that object’s Quick Actions opens.
OR
•From the Object workspace (e.g., Incident workspace) or from an Object form (e.g., Incident form) toolbar, click Action From the Object workspace (e.g., Incident workspace) or from an Object form (e.g., Incident form) toolbar, click Action
Menu > Edit Actions. This method opens the Quick Actions configuration area for editing and creating Quick Menu > Edit Actions. This method opens the Quick Actions configuration area for editing and creating Quick
Actions for that specific Object.

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Edit or Create Quick Actions
The Quick Actions configuration area contains these panels for managing Quick Actions:
•Your Actions: Contains a list of Quick Actions available in the context of the workspace from which you access them. Your Actions: Contains a list of Quick Actions available in the context of the workspace from which you access them.
These Quick Actions are grouped into categories.
•Create New Actions: Use the list of actions to create new Quick Actions which are available to the workspace (e.g., Create New Actions: Use the list of actions to create new Quick Actions which are available to the workspace (e.g.,
Incident) for which you create them. After selecting a Quick Action from Your Actions, click the appropriate button to clone, Incident) for which you create them. After selecting a Quick Action from Your Actions, click the appropriate button to clone, Incident) for which you create them. After selecting a Quick Action from Your Actions, click the appropriate button to clone,
disable, delete, or edit the selected Quick Action.
Quick Action Settings
While there are many settings for a Quick Action, some of the most critical to set are:
•Quick Action Name (Set Action Name): The label for the Quick Action on the Action menu Quick Action Name (Set Action Name): The label for the Quick Action on the Action menu
•Category: Set Quick Action category for specifying type of data to provide in the Quick Actions Center, and for grouping Category: Set Quick Action category for specifying type of data to provide in the Quick Actions Center, and for grouping
Quick Actions on the Action menu.
•Publish to: Control which Roles can see and execute the Quick Action Publish to: Control which Roles can see and execute the Quick Action
•UI Options: Set whether or not show the action as a toolbar button or hide it from the IVANTI Service Manager user UI Options: Set whether or not show the action as a toolbar button or hide it from the IVANTI Service Manager user
interface
•Field Names and Field values or Other Custom Data: Specify which fields to populate with which values when the Field Names and Field values or Other Custom Data: Specify which fields to populate with which values when the
Quick Action is applied to the object OR if fields in the object are not modified, then indicate what data should be Quick Action is applied to the object OR if fields in the object are not modified, then indicate what data should be Quick Action is applied to the object OR if fields in the object are not modified, then indicate what data should be
provided or modified as part of the Quick Action

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Run Quick Actions
You can run Quick Actions from the Service Desk Console. To run a Quick
Action:
1. From an Object workspace or list, select the record on which to execute the Quick Action, if 1. From an Object workspace or list, select the record on which to execute the Quick Action, if
applicable.
2. From the workspace or list toolbar, click Action Menu.2. From the workspace or list toolbar, click Action Menu.2. From the workspace or list toolbar, click Action Menu.
3. Then, click the Quick Actions category. Choose the desired 3. Then, click the Quick Actions category. Choose the desired
Quick Actions to run on a record(s).

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Quick Actions Tasks
Creating a Quick Action
You are working for an international company which has users in multiple countries. The HR team needs to know how many
employees to support in each language. Create a send email Quick Action that sends notification emails to the HR team when
an employee’s language is changed.
Cloning a Quick Action
You want to create a Printer out of paper Quick Action. You will clone the existing Printer out of tonerYou want to create a Printer out of paper Quick Action. You will clone the existing Printer out of tonerYou want to create a Printer out of paper Quick Action. You will clone the existing Printer out of tonerYou want to create a Printer out of paper Quick Action. You will clone the existing Printer out of toner
Quick Action and edit some field values to create the new Quick Action. Then, you will create the new Quick Action button in
the Toolbar to create printer paper Incidents rapidly.

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11 Configuring Workflows 11 Configuring Workflows
In this module, you will learn to:
•Describe workflows and workflow blocks.
•Use the Workflow Designer to create, validate, and edit workflows.
•Manage workflow versions.
You can create and modify workflows to control the processing of Business Objects, such as Incidents and Changes.
Workflow Overview
A business process is a set of activities that performs a specific task. A workflow is a type of business process. A business process is a set of activities that performs a specific task. A workflow is a type of business process. A business process is a set of activities that performs a specific task. A workflow is a type of business process. A business process is a set of activities that performs a specific task. A workflow is a type of business process. A business process is a set of activities that performs a specific task. A workflow is a type of business process.
In the Service Desk Console, for example, workflows are used to process incidents, changes, releases, and service requests.
Workflows can be triggered by a user action, a time-based event, or another business process.
Opening Workflow Designer
There are two ways to open the Workflow Designer, directly for all workflows or by Business Object. To open all Workflows,
from the Configuration Console Home page, under Service Desk Setup, click from the Configuration Console Home page, under Service Desk Setup, click from the Configuration Console Home page, under Service Desk Setup, click
Workflows.
The workflow page opens and a list of Workflows by Business Object appears. Click to open the workflow you want to
view or modify.
To open the Workflow Designer for a specific Business Object:
1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to 1. Under Service Desk Setup or on the Settings menu, under Build, click Business Objects to
open the Business Objects page.
2. Open a Business Object (in this example, Incident). 2. Open a Business Object (in this example, Incident).

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3. Click the Workflows tab. 3. Click the Workflows tab. 3. Click the Workflows tab. 3. Click the Workflows tab.
4. Click to open the workflow you want to view or modify. Or, to create a new one, click Add 4. Click to open the workflow you want to view or modify. Or, to create a new one, click Add 4. Click to open the workflow you want to view or modify. Or, to create a new one, click Add
New.
5. The Add New Workflow form appears. Complete the fields describing your new workflow, 5. The Add New Workflow form appears. Complete the fields describing your new workflow, 5. The Add New Workflow form appears. Complete the fields describing your new workflow, 5. The Add New Workflow form appears. Complete the fields describing your new workflow,
including the workflow’s list and display names.
Using the Workflow Designer
The Workflow Designer allows administrators to define an end-to-end workflow for a specific business object. This tool allows
you to drag-and-drop blocks of code to create workflows. The Workflow Engine executes the business processes created with
the Workflow Designer. Use the Workflow Designer to assemble the components of the workflow, by defining trigger conditions
for the workflow, required starting and stopping points, and logical business processes For example:
1. From the toolbar, specify the trigger conditions ( Configuration button), save the workflow 1. From the toolbar, specify the trigger conditions ( Configuration button), save the workflow 1. From the toolbar, specify the trigger conditions ( Configuration button), save the workflow 1. From the toolbar, specify the trigger conditions ( Configuration button), save the workflow
itself, and indicate whether or not to validate before saving.
2. From the Blocks tab, drag and drop the blocks to assemble the business processes of the 2. From the Blocks tab, drag and drop the blocks to assemble the business processes of the 2. From the Blocks tab, drag and drop the blocks to assemble the business processes of the 2. From the Blocks tab, drag and drop the blocks to assemble the business processes of the
workflow, and complete the fields required for each block.
3. From the Validation tab, you can run a validation to check for any workflow errors. The 3. From the Validation tab, you can run a validation to check for any workflow errors. The 3. From the Validation tab, you can run a validation to check for any workflow errors. The 3. From the Validation tab, you can run a validation to check for any workflow errors. The
validation will indicate which blocks are having issues.

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4.In the workflow area, you can create and view your workflow.
Note: From a specific record of a Business Object that uses the Workflow Designer, any user can view the workflow that has
been defined and can view each workflow instance as it happens.
Workflow Blocks
Connect the blocks by dragging an arrow from a block’s exit port to its destination block in the workflow. You can
create if-then sequences and loops within the same workflow. There are many different types of blocks available,
allowing you to build simple and complex workflows.
In this simple workflow example:
1. A Start block starts the workflow when the trigger is fired. The trigger is defined in the 1. A Start block starts the workflow when the trigger is fired. The trigger is defined in the 1. A Start block starts the workflow when the trigger is fired. The trigger is defined in the
Configuration dialog (not shown). In this case, the trigger is when an Incident (the Business Object for this
workflow) is created or updated.
2. Then, an If block verifies whether or not a condition is met. In this case, the condition is to 2. Then, an If block verifies whether or not a condition is met. In this case, the condition is to 2. Then, an If block verifies whether or not a condition is met. In this case, the condition is to 2. Then, an If block verifies whether or not a condition is met. In this case, the condition is to
check the value of a field related to the incident, whether or not the customer is a VIP.
3.If the condition is true, then a Notification block is used. In this case, a notification email is sent to the customer. If If the condition is true, then a Notification block is used. In this case, a notification email is sent to the customer. If If the condition is true, then a Notification block is used. In this case, a notification email is sent to the customer. If If the condition is true, then a Notification block is used. In this case, a notification email is sent to the customer. If If the condition is true, then a Notification block is used. In this case, a notification email is sent to the customer. If
the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.the condition is false, or after the Notification block is completed, then the Stop block ends the workflow.

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Workflow Block Properties
Double-click a block to open its Properties dialog box for entering parameters, including: Double-click a block to open its Properties dialog box for entering parameters, including: Double-click a block to open its Properties dialog box for entering parameters, including:
•Input and output (Exit Port Configuration) interface
•Information required by the block
•Information returned in order to execute the business process
Note: Beginning in IVANTI 2015.1, the Get Approval block provides new options to specify approvers and to cancel an
approved workflow. Only new Get Approval blocks offer these options. Existing blocks are noted as (orig.).

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Managing Workflow Versions
Workflows can have multiple versions. When a workflow has been edited and saved, the latest version is highlighted in green.
You can deploy different versions of a workflow entry.
1. To change the workflow version being used, select the workflow from the list, then click the 1. To change the workflow version being used, select the workflow from the list, then click the
More Actions drop-down arrow. More Actions drop-down arrow.
2. Select the appropriate option: Activate Version, Deactivate Version, Delete Version, and 2. Select the appropriate option: Activate Version, Deactivate Version, Delete Version, and 2. Select the appropriate option: Activate Version, Deactivate Version, Delete Version, and 2. Select the appropriate option: Activate Version, Deactivate Version, Delete Version, and
Export Version.
3. For each version, you can click the Edit button (the pencil icon) to open the workflow in the 3. For each version, you can click the Edit button (the pencil icon) to open the workflow in the 3. For each version, you can click the Edit button (the pencil icon) to open the workflow in the 3. For each version, you can click the Edit button (the pencil icon) to open the workflow in the
Workflow Designer.
4. For each workflow version that has not been published, in the Actions column, you can click 4. For each workflow version that has not been published, in the Actions column, you can click 4. For each workflow version that has not been published, in the Actions column, you can click 4. For each workflow version that has not been published, in the Actions column, you can click
the Publish button (the upward pointing double arrow icon, which also looks like a pine tree), to make the workflow the Publish button (the upward pointing double arrow icon, which also looks like a pine tree), to make the workflow the Publish button (the upward pointing double arrow icon, which also looks like a pine tree), to make the workflow
available for use.

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Workflow Tasks
Creating and Editing a Workflow
Create a new workflow that is tied to an Incident. When an Incident is created for a VIP, send an e- mail to the VIP. Then
create a trigger when the Status is Active.
Then, create a task that notifies a Service Desk team member to phone the customer. Finally, publish and
test the workflow.

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12 Using Reports 12 Using Reports
Reports provide IT managers, service owners, and other organizational stakeholders the ability to measure operational, cost, and
user satisfaction metrics by showing data from the IT organization in a meaningful and organized manner. IVANTI comes with user satisfaction metrics by showing data from the IT organization in a meaningful and organized manner. IVANTI comes with
default reports that users can access to view IT- related data.
Report Managers and administrators can create their own customized report templates and then create reports from these
custom report templates. IVANTI uses Microsoft SQL Server Reporting Services (SSRS) to create report templates. custom report templates. IVANTI uses Microsoft SQL Server Reporting Services (SSRS) to create report templates.
Note: Beginning in IVANTI 2015.2, Call Logging Business Objects are available for IVANTI Classic customers making the
transition to IVANTI Service Manager. Call Logging reports still use Crystal Reports.
Report Managers and administrators can publish reports to specific roles, run real time reports, schedule reports to run at
specified times, and distribute reports to users in a variety of formats. Reports can be available as quick actions to specific user
roles or can be scheduled to run at defined intervals. Scheduled reports can be emailed to users, made available for download
from workspace, or both.
To make a report available to a certain user role, the administrator must do the following:
•Make the Report workspace available to that user role. Make the Report workspace available to that user role. Make the Report workspace available to that user role.
•Publish the report to that user role.
Note: Users can only view reports published to their role(s).
You can view reports from the Report workspace, a Dashboard, or Quick Action menu.

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Viewing Reports from the Workspace
Open the Report Workspace. A list of reports published to your role opens. Click the report you want to review.
The report opens in a new window.
Showing Reports in a Dashboard
To add a report to a Dashboard:
1. Open your Home workspace and click All Dashboards.1. Open your Home workspace and click All Dashboards.1. Open your Home workspace and click All Dashboards.
2. Click Edit next to the Dashboard where you want to show reports. 2. Click Edit next to the Dashboard where you want to show reports. 2. Click Edit next to the Dashboard where you want to show reports. 2. Click Edit next to the Dashboard where you want to show reports.
3. Expand the Special Parts list in the left pane. 3. Expand the Special Parts list in the left pane.

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4. Drag the Report List to the Dashboard. The Report List shows in the Dashboard preview on the 4. Drag the Report List to the Dashboard. The Report List shows in the Dashboard preview on the 4. Drag the Report List to the Dashboard. The Report List shows in the Dashboard preview on the 4. Drag the Report List to the Dashboard. The Report List shows in the Dashboard preview on the
right.
5. Click the Home icon to view the new Dashboard. 5. Click the Home icon to view the new Dashboard. 5. Click the Home icon to view the new Dashboard. 5. Click the Home icon to view the new Dashboard.
6. Click the Report you want to view. 6. Click the Report you want to view.
7. The report opens in a new window. 7. The report opens in a new window.

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Reporting Tasks – Dashboard Reports
Showing a Report on a Dashboard
Edit a Dashboard to add a Report List part to it. Ensure you can open a report in the list.

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Launching a Report from the Quick Action Menu
To open a report from the Quick Action menu:
1. Open a workspace (in this example, Incident). 1. Open a workspace (in this example, Incident).
2. Select one or more records for the report. 2. Select one or more records for the report.
3. Select Action Menu>>Print>>Print Incident or click the Print Incident button. 3. Select Action Menu>>Print>>Print Incident or click the Print Incident button. 3. Select Action Menu>>Print>>Print Incident or click the Print Incident button. 3. Select Action Menu>>Print>>Print Incident or click the Print Incident button. 3. Select Action Menu>>Print>>Print Incident or click the Print Incident button. 3. Select Action Menu>>Print>>Print Incident or click the Print Incident button.
4. The report opens in a new Window. You can use the record browse feature to see each 4. The report opens in a new Window. You can use the record browse feature to see each
selected Incident in the report.

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Reporting Tasks – Reports and Quick Actions
Launching a Report from the Problem Workspace
Open the Problem workspace. Select several records in the Problem list and create a report. Browse through the records in
your report to ensure that all your selected records are included.

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Scheduling a Report
Click the Edit icon to open a report and configure it to run on a schedule.
Note: Refer to “Scheduling a Report” in the Help files for detailed definitions of all options. After the scheduled report runs, it
is available for download from the Report Center (if the download option is selected) or emailed (if the option is selected). The
Schedule Status indicates if the report was successfully run and the time that it ran.
Editing or Creating Reports and Templates
Before you can create a custom report, you must have a report template. The template contains the search parameters,
filters, and layout of a report. When you run a report, the data is organized according to the definition of the template.
The Report Manager creates report templates using the Microsoft SQL Server Reporting Service (SSRS) or, starting in version
2015.1, Microsoft Business Intelligence Development Studio (BIDS). Note: By default, only the administrator or Report Manager
role can create reports. If the Report tab is to appear to another role, the administrator needs to make the tab available to that role can create reports. If the Report tab is to appear to another role, the administrator needs to make the tab available to that role can create reports. If the Report tab is to appear to another role, the administrator needs to make the tab available to that
role. After you create the template, you upload it to IVANTI. Using the report template you created using SSRS or BIDS, you can
create new reports. However, by default, IVANTI includes predefined report templates that may provide all you need for create new reports. However, by default, IVANTI includes predefined report templates that may provide all you need for
reporting.
Note: When considering report creation, there is a new ERD (Entity Relationship Diagram) tool in IVANTI 2014.2 (available
for the major Business Objects) to assist you in developing your queries.

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1. Open the Report Templates workspace and then click the Edit icon (pencil) next to the report 1. Open the Report Templates workspace and then click the Edit icon (pencil) next to the report 1. Open the Report Templates workspace and then click the Edit icon (pencil) next to the report 1. Open the Report Templates workspace and then click the Edit icon (pencil) next to the report
you want to edit or click New Report to create a new report. you want to edit or click New Report to create a new report. you want to edit or click New Report to create a new report.
2. To access the report builder application: 2. To access the report builder application:
a.In the Application Run window, click Run.In the Application Run window, click Run.
b.In the Connect to Report Server window, enter your Username and Password.
Note: Refer to “Creating Reports and Templates” in Help. Instructions will depend upon whether you are using IVANTI Cloud or
a IVANTI On Premise installation.

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When editing a report, the report opens for editing in SSRS:
When creating a new report the blank SSRS Report Builder workspace opens:
Note: For detailed information on creating reports, please refer to “Creating Reports and Templates” in the Help files or view
the examples in the “How Do I?” section of Help.

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Creating Ad Hoc Reports
Administrators and users can create Ad Hoc reports, based on Saved Searches, without the need for SSRS and rights to the
Report server.
First, provide the new rights in the Configuration Console:
1.In the Settings menu, under Configure, expand Users and Permissions.In the Settings menu, under Configure, expand Users and Permissions.In the Settings menu, under Configure, expand Users and Permissions.In the Settings menu, under Configure, expand Users and Permissions.In the Settings menu, under Configure, expand Users and Permissions.In the Settings menu, under Configure, expand Users and Permissions.
2. Select Role Permissions.2. Select Role Permissions.2. Select Role Permissions.
3. Select a Role. In this example, we are first providing new rights to the Admin role. 3. Select a Role. In this example, we are first providing new rights to the Admin role. 3. Select a Role. In this example, we are first providing new rights to the Admin role. 3. Select a Role. In this example, we are first providing new rights to the Admin role. 3. Select a Role. In this example, we are first providing new rights to the Admin role. 3. Select a Role. In this example, we are first providing new rights to the Admin role.
4. On the System Permissions tab, select the Allow Excel download from Saved Searches and 4. On the System Permissions tab, select the Allow Excel download from Saved Searches and 4. On the System Permissions tab, select the Allow Excel download from Saved Searches and 4. On the System Permissions tab, select the Allow Excel download from Saved Searches and 4. On the System Permissions tab, select the Allow Excel download from Saved Searches and 4. On the System Permissions tab, select the Allow Excel download from Saved Searches and
Allow Email to yourself from Saved Searches check boxes. Allow Email to yourself from Saved Searches check boxes.
5. Click Save.5. Click Save.5. Click Save.
6. Log in to IVANTI Service Manager as an administrator. 6. Log in to IVANTI Service Manager as an administrator.
Note: if you are already logged in to the Service Desk console, you must log out and back in to see the ad hoc report
options in Saved Searches.
7. Open the Incident workspace. 7. Open the Incident workspace. 7. Open the Incident workspace. 7. Open the Incident workspace.
8. Click the All Active Incidents search group drop-down and then click All Saved Searches.8. Click the All Active Incidents search group drop-down and then click All Saved Searches.8. Click the All Active Incidents search group drop-down and then click All Saved Searches.8. Click the All Active Incidents search group drop-down and then click All Saved Searches.8. Click the All Active Incidents search group drop-down and then click All Saved Searches.

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9. Next to a Saved Search, click either the new Export to Excel or Email to yourself icon. 9. Next to a Saved Search, click either the new Export to Excel or Email to yourself icon. 9. Next to a Saved Search, click either the new Export to Excel or Email to yourself icon. 9. Next to a Saved Search, click either the new Export to Excel or Email to yourself icon. 9. Next to a Saved Search, click either the new Export to Excel or Email to yourself icon. 9. Next to a Saved Search, click either the new Export to Excel or Email to yourself icon.

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Reporting Tasks – Ad Hoc Reports
Creating an Ad Hoc Report
Export All Active Incidents to Excel. Export other reports, as desired. Export All Active Incidents to Excel. Export other reports, as desired. Export All Active Incidents to Excel. Export other reports, as desired.

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13 Establishing OUs 13 Establishing OUs
In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.In the Settings menu, under Configure, expand Organization Profile and click OUs. On the OU page, click New OU.
Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org Alternately, on the Home page, under Organization Profile, click the Org Chart shortcut. Then click the Edit Org
Units button to open the OU page. Units button to open the OU page.
Before you deploy IVANTI Service Manager, it is important to plan your organizational structure of personnel and
departments that will be using the system, including their job tasks and any security restrictions.
Note: In a new tenant, you can build an Org Chart from scratch. However, out-of-the-box, the GMI organization provides the Note: In a new tenant, you can build an Org Chart from scratch. However, out-of-the-box, the GMI organization provides the
access point for existing Service Requests and Discovery devices. Never remove the GMI level!
An OU (OU) consists of a Parent OU and Child OUs.
For example, the Desktop Support department of your company added the Human Resource Analysts to their group. The OU
(depth level 0) is Global IT and includes teams and groups (depth levels 1 and 2) as shown in the diagram below:

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In the Configuration Console, use the Organization Chart page to view the existing parent-child structure of organization In the Configuration Console, use the Organization Chart page to view the existing parent-child structure of organization In the Configuration Console, use the Organization Chart page to view the existing parent-child structure of organization
units. On the Home page, under Organization Profile, click Org Chart.units. On the Home page, under Organization Profile, click Org Chart.units. On the Home page, under Organization Profile, click Org Chart.units. On the Home page, under Organization Profile, click Org Chart.units. On the Home page, under Organization Profile, click Org Chart.units. On the Home page, under Organization Profile, click Org Chart.
From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit, From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit, From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit, From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit, From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit, From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit, From the Org Chart page, click Edit Org Units. Click New OU to start creating a new OU or open an existing OU to view, edit,
or add a new Child OU.

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OU Tasks
Creating an OU (OU)
Open the Educational Service OU and add two Child OUs: Instructors and Curriculum Developers.Open the Educational Service OU and add two Child OUs: Instructors and Curriculum Developers.Open the Educational Service OU and add two Child OUs: Instructors and Curriculum Developers.Open the Educational Service OU and add two Child OUs: Instructors and Curriculum Developers.

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14 Managing Escalations 14 Managing Escalations
In this module, you will learn to:
•Describe escalation concepts and terminology.
•Configure escalations using schedules, thresholds, and exceptions pages.
•View escalation schedules in the Incident object.
Use the escalation features and functionality to define how your Service Desk will prioritize and respond to incidents,
tasks, and service requests. You can specify the total resolution time in an escalation lifecycle upon its creation, and the
length and dependencies of each escalation stage.
Escalation Schedule Overview
The factors affecting escalation schedules are:
•Time-based escalation rules are used to define a sequence of escalation levels. An escalation occurs if the incident
is not resolved within a pre-determined period. For example, at the maximum resolution times agreed within the
SLAs, the escalation level of the issue is raised, until it reaches the highest escalation level.
•The Hours of Operation (HOP) settings provide a calendar to define your company’s operational calendar including daily
hours and schedules. These settings define how response/resolution times. For example, those in escalations are
calculated based on a specific HOP definition.
•The Target Clock and Response Clock settings used to configure escalation schedules are defined in the Business
Object (Escalation Watch). Therefore, if you select another Business Object or make changes to these clocks, the
escalation schedule should be affected.
•The Service Level packages contain service level targets (for example, response and resolution targets for incidents
and delivery targets for service requests). The default escalation schedules run automatically for all these targets. If
you manually change the default target values, then the values you enter override the predefined escalation schedule.

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Escalation Engine
The Escalation Engine works in the background. It manages the flow of incidents and service requests by automatically guiding
them through a pre-defined escalation schedule.
The Escalation Engine monitors the incident’s SLAs and priority levels and updates as necessary. The Escalation Engine also
reacts if too many business hours elapse without contact with the customer or if the incident uses up the total time allotted to it
for resolution.

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Example of an Escalations Page
You can define your organization’s escalation schedules using the Escalation page for various Incident, Service Request, and Task You can define your organization’s escalation schedules using the Escalation page for various Incident, Service Request, and Task You can define your organization’s escalation schedules using the Escalation page for various Incident, Service Request, and Task
events, such as Incident Resolution or Task Response. To open the Escalations page for an event, from the Configuration Console’s
Automation Tools area, click Escalation Schedules.Automation Tools area, click Escalation Schedules.Automation Tools area, click Escalation Schedules.
You can also create an escalation schedule for an event not yet listed by clicking Add New from the Escalations page. You can also create an escalation schedule for an event not yet listed by clicking Add New from the Escalations page. You can also create an escalation schedule for an event not yet listed by clicking Add New from the Escalations page.
Then, from the Escalations page list, click the Name of an existing Escalation event. The Escalation page shows the target Then, from the Escalations page list, click the Name of an existing Escalation event. The Escalation page shows the target Then, from the Escalations page list, click the Name of an existing Escalation event. The Escalation page shows the target
levels, exceptions, and hours of operation of the associated service level packages.

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Escalation Configuration
Escalation configuration defines:
•Schedules ( How events are mapped to escalation clock activity): Escalations are time-based. Each has an escalation Schedules ( How events are mapped to escalation clock activity): Escalations are time-based. Each has an escalation Schedules ( How events are mapped to escalation clock activity): Escalations are time-based. Each has an escalation
clock that you can configure to run, stop, or reset, based on the status of the specified field. For example, the Incident
Closing escalation is configured so that when the Incident Status field is set to Resolved, the escalation clock starts
running.
•Thresholds ( The target duration of escalation levels and the action taken when the target duration is exceeded): After Thresholds ( The target duration of escalation levels and the action taken when the target duration is exceeded): After
the escalation clock starts, it runs for a specified period of time at one or more stages, or escalation levels. Escalation
levels are defined by thresholds which must be reached to trigger a call for additional resources, in order to meet a
service level target or customer expectation. When the duration at any level is exceeded, the Escalation Engine takes
an action that you specify. For example, the Incident Closing escalation is configured to run the Auto Close action (if
the escalation clock runs for more than one day, the Auto Close action is executed). You can configure up to three
escalation levels for each escalation. Each level can have its own target duration and action when the target duration is
exceeded.
•Exceptions ( The Exceptions to the fields in a Business Object form): You can specify different escalation levels based Exceptions ( The Exceptions to the fields in a Business Object form): You can specify different escalation levels based
on form fields other than the field that the escalation was based on originally. For example, you can specify Level 2 of
the Incident Closing escalation be based on the value of the Priority field instead of the Status field (which the
escalation was originally based on).

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Configure Schedules
To configure escalation schedules, from the Escalation page for the event, select the desired service level package, and then
click Edit Schedule.click Edit Schedule.
1. Select a Business Object which has the value that will control the escalation clock. 1. Select a Business Object which has the value that will control the escalation clock.
2. Select the Business Object field with the value that controls the clock. 2. Select the Business Object field with the value that controls the clock.
3. Select the value to control the clock. 3. Select the value to control the clock.
4. Select whether or not to reset the escalation clock and create a new schedule. 4. Select whether or not to reset the escalation clock and create a new schedule.
5. Select a link field to receive data in the Escalation Watch tab of the Incident record. 5. Select a link field to receive data in the Escalation Watch tab of the Incident record.
6. Select to audit escalation watch and events 6. Select to audit escalation watch and events
For example, the Incident Closing escalation is based on the Incident form’s Status field Closed value. For example, the Incident Closing escalation is based on the Incident form’s Status field Closed value. For example, the Incident Closing escalation is based on the Incident form’s Status field Closed value. For example, the Incident Closing escalation is based on the Incident form’s Status field Closed value. For example, the Incident Closing escalation is based on the Incident form’s Status field Closed value.
Note: For more information, refer to online help from the Configuration Console. Note: For more information, refer to online help from the Configuration Console.

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Set Up Thresholds
After adding the escalation schedule, you can define the lifecycle of the escalation levels. These levels are the thresholds that
must be reached to meet a service level target or customer expectation. In this page, set up Target Time for service target and must be reached to meet a service level target or customer expectation. In this page, set up Target Time for service target and must be reached to meet a service level target or customer expectation. In this page, set up Target Time for service target and
breach, and escalations level 1, 2, and 3, when you define parameters for escalation thresholds.

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Set Exceptions
An exception is a modified threshold setting that is based on another field. For example, you can define an exception (click An exception is a modified threshold setting that is based on another field. For example, you can define an exception (click An exception is a modified threshold setting that is based on another field. For example, you can define an exception (click
Set Exception in the toolbar menu) based on the Set Exception in the toolbar menu) based on the
Priority field, so that the incident resolves faster, if it has a Priority of 1. Priority field, so that the incident resolves faster, if it has a Priority of 1.

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Viewing Escalations for an Incident
You can view the configured escalation thresholds and schedules in the Service Desk Console, by opening the Incident record
form, for example. From an Incident, view the Response area and Resolution Target thresholds (1st Escalation, 2nd Escalation, form, for example. From an Incident, view the Response area and Resolution Target thresholds (1st Escalation, 2nd Escalation, form, for example. From an Incident, view the Response area and Resolution Target thresholds (1st Escalation, 2nd Escalation, form, for example. From an Incident, view the Response area and Resolution Target thresholds (1st Escalation, 2nd Escalation, form, for example. From an Incident, view the Response area and Resolution Target thresholds (1st Escalation, 2nd Escalation,
3rd Escalation, and Breach). When the Incident record’s Priority field is modified, the escalation schedule changes and resets to 3rd Escalation, and Breach). When the Incident record’s Priority field is modified, the escalation schedule changes and resets to 3rd Escalation, and Breach). When the Incident record’s Priority field is modified, the escalation schedule changes and resets to
a new schedule.
From the Incident record, click the Escalation Watch tab and view the escalation clock and escalation thresholds. (You may From the Incident record, click the Escalation Watch tab and view the escalation clock and escalation thresholds. (You may From the Incident record, click the Escalation Watch tab and view the escalation clock and escalation thresholds. (You may
have to click the + at the end of the tabs to add the Escalation Watch tab to the Incident view.) The data in the Escalation Watch
tab provides information on how the system is tracking and recording the status of the escalation clock (initial start, run, pause,
and completed). Initially, the Clock State column displays Obsolete and then adds Run indicating the first start of a new
escalation schedule.

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Escalations Tasks
Examining Thresholds and Exceptions
Review the following escalation schedules:
•Examine the ServiceReq - Delivery threshold and settings on the Escalation Level 1 tab. Examine the ServiceReq - Delivery threshold and settings on the Escalation Level 1 tab. Examine the ServiceReq - Delivery threshold and settings on the Escalation Level 1 tab. Examine the ServiceReq - Delivery threshold and settings on the Escalation Level 1 tab. Examine the ServiceReq - Delivery threshold and settings on the Escalation Level 1 tab.
•Set the Task.Assignment - Completion threshold to 75% and set the run action to Resolution Threshold Warning Set the Task.Assignment - Completion threshold to 75% and set the run action to Resolution Threshold Warning Set the Task.Assignment - Completion threshold to 75% and set the run action to Resolution Threshold Warning Set the Task.Assignment - Completion threshold to 75% and set the run action to Resolution Threshold Warning Set the Task.Assignment - Completion threshold to 75% and set the run action to Resolution Threshold Warning Set the Task.Assignment - Completion threshold to 75% and set the run action to Resolution Threshold Warning
Notification Email. ( Do not save your changes as you will override others’ changes in the classroom.) Notification Email. ( Do not save your changes as you will override others’ changes in the classroom.)
•Configure a new Incident-Closing, Priority 1, exception and threshold. (In the classroom, each student should set the Configure a new Incident-Closing, Priority 1, exception and threshold. (In the classroom, each student should set the Configure a new Incident-Closing, Priority 1, exception and threshold. (In the classroom, each student should set the
exception on a different field.)

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15 Setting Business Hours 15 Setting Business Hours
The Business Hours settings define the company's operational calendar. The Business Hours configuration determines
response time or is base for escalation calculations. Exemptions, such as holidays or days when the business is closed, can
be defined in the calendar. The Business Hours workspace lists the following default Hours of Operation.
•24 x 7:
Shows hours of operation for the entire week of the current year with 24-hour service. When using this calendar,
escalation schedules appear as hourly increments (48 hours, 5 hours)
•9 to 5:
Shows a schedule of the current year with defined hours. When using this calendar, escalation schedules appear in
business days (4 days). Exemptions to the schedule are in a table at the bottom of the page.
•Weekly HOP:
Shows hours of operation by week. You can designate various days and times per each week.

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Add new Calendar
In the Business Hours Configuration, a new calendar can be added using the Add New… button. In the Business Hours Configuration, a new calendar can be added using the Add New… button. In the Business Hours Configuration, a new calendar can be added using the Add New… button.
The definition fields:
•Name: Unique Name
•Whole day: Defines a 24-hour service.
•Overnight: This Calendar defines overnight (after business hours) service.
•Time Zone: A Calendar is defined for a dedicated Time Zone
The other fields are self-explaining.
Note: Only “overnight” Business Hours can span over multiple days.

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Exceptions
A Calendar defines daily, weekly, monthly or yearly definitions of business hours.
Exceptions define when these general definitions do not apply, e.g. for holidays or company shutdown days.
Adding an exception is either entered as a manual exception for a single date or as a recurrent exception based on a
daily, weekly, monthly or yearly recurrence. Examples:
•Monday, May 25 2015, is entered as a manual exception “Bank Day”
•December 26 is entered as a yearly recurring exception “Boxing Day”

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Hours of Operations Tasks - Calendars
Creating a new Hours of Operations Calendar
Create a new calendar “German Office” with the same following settings:
•Hours of Operation are 9 to 5 from Monday to Friday
•Time Zone is Berlin time
Creating Calendar Exceptions
Create the following recurrent exceptions in your new calendar:
•December 25 th: Christmas December 25 th: Christmas December 25 th: Christmas
•December 26 th: St Stephen’s Day December 26 th: St Stephen’s Day December 26 th: St Stephen’s Day
Create the following manual exception in your new calendar:
•IVANTIwave Karlsruhe Conference November 24-25, 2015

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16 Configuring Service Level Management (SLM) 16 Configuring Service Level Management (SLM)
In this module, you will learn to:
• Describe the Service Level Management process.
• Create a new service.
• Create service level packages (also known as “service packages”) for a service.
• Define SLAs (SLAs).
•Identify service level targets in an incident record.
The Service Level Management process involves building a new service and service level packages with targets and overrides.
Next steps include creating and linking SLAs (SLAs) to the existing organization unit, customizing service options, and setting up
escalation schedules derived from the service level targets.
SLM Workflow – Services and Packages
The diagram above presents an overview of setting up an initial Service configuration, including creating of services,
service packages, and setting up service level targets and their overrides.

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Some key concepts:
•Service: Defines a structure for actions or items provided to an end user. An example of a service is Email. Service: Defines a structure for actions or items provided to an end user. An example of a service is Email.
•Service level package: Defines which request offerings are available for the package and the service level targets Service level package: Defines which request offerings are available for the package and the service level targets
associated with the service. By varying the parameters in the service packages that are linked to the same service,
you can offer different levels of service to different customers while keeping all of the parameters defined in the base
service (for example, owner and provider) the same.
•Service Level Targets: There are three types of service level targets: Service Request Delivery Target (also called Service Level Targets: There are three types of service level targets: Service Request Delivery Target (also called
Delivery Target), Incident Response Target (Response Target), and Incident Resolution Target (Resolution Target).
•The targets specify the maximum amount of time allowed to pass before the target is considered breached.
A service package can have just one target of each type.
•Target Override: Specifies a different target based on additional field criteria. For example, the Resolution SLT has a Target Override: Specifies a different target based on additional field criteria. For example, the Resolution SLT has a
target duration of 40 hours but the override target is 16 hours, if the Incident field priority is 1.
SLM Workflow – SLA
A SLA (SLA) is an agreement between the IT service provider and the customer documenting the agreed upon service
levels, including service hours, availability, Hours of Operation, and response time. One or more service packages can be
combined into a SLA.

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SLAs are defined for most published Services. Each Service (and its corresponding Service Level Packages) is attached to
one or more OUs (OUs).
If the Incident is logged against a Service for which a Service Level Package has been defined and the customer belongs to an
OU that subscribes to one of the Service Level Packages for that Service, the SLA field shows the name of the agreement in the
Incident record.
The purpose of defining SLAs is to set up a proper escalation schedule to manage resolution and response or service
delivery targets for an incident or service request.
Services Workspace
To view, navigate and work with services, log into IVANTI as a Service Owner or select the Service Owner role. From the
Home page, click the Services tab. View the Services workspace listing all available services for editing or deletion. To add Home page, click the Services tab. View the Services workspace listing all available services for editing or deletion. To add Home page, click the Services tab. View the Services workspace listing all available services for editing or deletion. To add
a new Service, click New Service.a new Service, click New Service.
In the Services list, select a Service for opening its record to view or edit its properties, including:
•Service definition details
•Request offerings based on a service
•Related service level packages
•Service categories available for Incidents on the Service Desk Category tab

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Configure a Service
Configuring a Service includes the following steps:
1. Create a service by specifying characteristics that define a service. These characteristics are 1. Create a service by specifying characteristics that define a service. These characteristics are
inherited by all service level packages and Request Offerings that are linked to the service.
2. Create/link categories for the Service, for example, by creating a Service Desk Category for a 2. Create/link categories for the Service, for example, by creating a Service Desk Category for a
service.
3. After you create a service, you can create a new Request Offering and associate a Service to it. 3. After you create a service, you can create a new Request Offering and associate a Service to it.
When you apply Request Offerings to a service, Self Service requesters can use a Request Offering to request a
service.
Note: Request Offerings are required to create service requests. You will learn more about creating Request Note: Request Offerings are required to create service requests. You will learn more about creating Request
Offerings later in this course.
4. Specify service level packages that define how a service is offered to subscribers. 4. Specify service level packages that define how a service is offered to subscribers.
Note: Services with various service level packages must be included to create both Incidents and Service Requests. Note: Services with various service level packages must be included to create both Incidents and Service Requests.

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Configure Services for Service Requests and Incidents
Services can be configured for both Service Requests and Incidents. Many of the configuration steps are the same. However,
you must create Request Offerings for service requests. When you configure service level packages, Service Requests must
have the Delivery target defined. For Incidents, you must define the Response and Resolution Targets.

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Create a Service (Details Tab)
When creating a service, you must specify all required items or actions that are automatically inherited by all Service
Packages and Request Offerings associated with that Service. For example:
•Service Name, Provider, Team, and Owner
•Status, for example, whether the Service is in design phase, in production, or under maintenance
•Category of the Service, for example, network device, email, or benefit enrollment. You can also select a category
collection in the Service Desk Category tab.
•Hours of Operation (select a predefined value) indicating the time period for the availability of this service
•Description and summary to provide additional details
•Value Proposition, informing the user about the benefits of this service to the consumer
•Price Description, using the organization’s pricing structure

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Create/Link Categories
Categories that you define for a Service appear on the Incident form’s Service drop-down list of Category options.
In the Service Desk Category tab, you can:
1. Create new categories. 1. Create new categories.
2. Link/Unlink existing categories. 2. Link/Unlink existing categories.

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Define Service Level Packages
A Service can have any number of service level packages linked to it. By varying the parameters in the service level packages
linked to a service, you can offer different levels of service to different customers.
For example, there could be three service level packages for Printing Services. The packages called “Gold”, “Silver”, and
“Bronze” would each have different prices, response times, and hours of operation.
Creating Service Level Packages involves the following tasks:
1. Specify service level package details, including the service to which a service level package is 1. Specify service level package details, including the service to which a service level package is
attached
2. Specify service level targets, which defines the maximum time allowances for the following 2. Specify service level targets, which defines the maximum time allowances for the following
activities:
•Service Request delivery – for service requests
•Incident response – for incidents
•Incident resolution – for incidents
For example, in the absence of Service Level Incident Response Targets, the default escalation schedule for Incident Response
runs. If you define the Incident Response target for an Incident Service category here, then the values you enter here override the
predefined escalation schedule.

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Define Service Level Packages – Details
A Service can have any number of service level packages linked to it. By varying the parameters in the service level packages
linked to a service, you can offer different levels of service to different customers.
For example, there could be three service level packages for Printing Services. The packages called “Gold”, “Silver”, and
“Bronze” would each have different prices, response times, and hours of operation.

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Creating Service Level Packages involves the following tasks:
1. Specify service level package details, including the service to which a service level package is 1. Specify service level package details, including the service to which a service level package is
attached
2. Specify service level targets, which defines the maximum time allowances for the following 2. Specify service level targets, which defines the maximum time allowances for the following
activities:
•Service Request delivery – for Service Requests
•Incident response – for Incidents
•Incident resolution – for Incidents
For example, in the absence of Service Level Incident Response Targets, the default escalation schedule for Incident Response
runs. If you define the Incident Response target for an Incident Service category here, then the values you enter here override the
predefined escalation schedule.

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Define Service Level Packages – Targets
1. The Target Duration field (the default escalation schedule of each target) is already filled from 1. The Target Duration field (the default escalation schedule of each target) is already filled from 1. The Target Duration field (the default escalation schedule of each target) is already filled from 1. The Target Duration field (the default escalation schedule of each target) is already filled from
predefined business rules for the Service Package object. If necessary, in the Target Duration field, specify the
maximum time allowed to perform the targeted activity. If this time is exceeded, the condition is considered
breached.
2. The Target Override Conditions tab specifies a different target based on additional field 2. The Target Override Conditions tab specifies a different target based on additional field 2. The Target Override Conditions tab specifies a different target based on additional field 2. The Target Override Conditions tab specifies a different target based on additional field
criteria. For example, the Response target has a duration of 3 days but, if the Incident field priority is 1, the
override target is 1 day.

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Configure SLAs
To configure the SLA of a specific Service:
1. Select a Service for which to create a SLA. 1. Select a Service for which to create a SLA.
2. Select the Organization Unit to which the Service and the Service Level Packages are 2. Select the Organization Unit to which the Service and the Service Level Packages are
subscribed.
3. Select Service Level packages associated with the Service, for example, gold package vs. 3. Select Service Level packages associated with the Service, for example, gold package vs.
default package.
4. Customize Request Offerings options; for example, you can choose binding type/paper type in 4. Customize Request Offerings options; for example, you can choose binding type/paper type in
the Printing Service.
5. Review and save the options before you publish the SLA. 5. Review and save the options before you publish the SLA.

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Create SLAs
To create an SLA:
1. Open the SLA Subscription workspace (as Service Owner). 1. Open the SLA Subscription workspace (as Service Owner). 1. Open the SLA Subscription workspace (as Service Owner). 1. Open the SLA Subscription workspace (as Service Owner).
The SLA Subscription workspace appears, showing available agreements in the right pane.
2. The Browse by Service left pane shows the Service Categories. 2. The Browse by Service left pane shows the Service Categories. 2. The Browse by Service left pane shows the Service Categories. 2. The Browse by Service left pane shows the Service Categories.
3. Click Create Agreement to create a new subscription agreement. 3. Click Create Agreement to create a new subscription agreement. 3. Click Create Agreement to create a new subscription agreement. 3. Click Create Agreement to create a new subscription agreement.
4. Follow the wizard to set up an agreement. First, select a Service from the default list of 4. Follow the wizard to set up an agreement. First, select a Service from the default list of
Services.
5. When you select a Service and click Next, the Select Package page appears, showing all the 5. When you select a Service and click Next, the Select Package page appears, showing all the 5. When you select a Service and click Next, the Select Package page appears, showing all the 5. When you select a Service and click Next, the Select Package page appears, showing all the 5. When you select a Service and click Next, the Select Package page appears, showing all the 5. When you select a Service and click Next, the Select Package page appears, showing all the
Service Level Packages that are defined for the selected Service.

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Selecting OU and Service Packages
The following information shows:
•Whether or not the OU is already subscribed to the Service
•The number of offerings under the Service Package To continue
creating the SLA:
1. Select the OU for this subscription. 1. Select the OU for this subscription.
2. From the Select Service Level Package section, select one of the packages that are defined for 2. From the Select Service Level Package section, select one of the packages that are defined for 2. From the Select Service Level Package section, select one of the packages that are defined for 2. From the Select Service Level Package section, select one of the packages that are defined for
this service.
3. Click Next, as needed. 3. Click Next, as needed. 3. Click Next, as needed. 3. Click Next, as needed.

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Customizing Service Options
1.If a package has multiple offerings, all the offerings appear in the Customize Service Options If a package has multiple offerings, all the offerings appear in the Customize Service Options
pane. You can customize these service options. For example, you can click the Customize link in the Printing Request pane. You can customize these service options. For example, you can click the Customize link in the Printing Request pane. You can customize these service options. For example, you can click the Customize link in the Printing Request pane. You can customize these service options. For example, you can click the Customize link in the Printing Request
service options and select the binding or paper type.
2.In the left pane, you can also review the OU and service packages options.
3. You can alter the options by clicking the Back button. 3. You can alter the options by clicking the Back button. 3. You can alter the options by clicking the Back button. 3. You can alter the options by clicking the Back button.
4.If all is correct, click Next.If all is correct, click Next.

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Review and Publish SLA
1. Review the Service Level Package information. 1. Review the Service Level Package information.
2. Review the offering information and click the change link to make any changes. 2. Review the offering information and click the change link to make any changes. 2. Review the offering information and click the change link to make any changes. 2. Review the offering information and click the change link to make any changes.
3. Click Save to list this SLA on the SLA Subscription tab under Agreement. 3. Click Save to list this SLA on the SLA Subscription tab under Agreement. 3. Click Save to list this SLA on the SLA Subscription tab under Agreement. 3. Click Save to list this SLA on the SLA Subscription tab under Agreement.

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SLM Workflow for Incidents
A service is related to a package which is connected to the SLA. The package’s time periods are held in the Escalation Engine.
The business rules trigger a service to create a default service level package on saving the service. Each service level package
has response and resolution targets with target overrides that show up when you create an Incident record.
When you create an SLA subscription, a business rule is triggered and initiates the Escalation Engine to reveal the time periods
already set up in the service packages.

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SLM Workflow for Service Requests
There is a one-to-one correspondence between the SLA (SLA) that you created and escalation schedules derived from the
service level targets and target overrides corresponding to the SLA. In this workflow, create a service and add category. On
saving the service, a business rule gets triggered to create a default service level package. You must now define the service
delivery target and target overrides.
You must create request offerings separately and link them to the newly created service. Then, create the SLA associated with
this service and request offerings.
When you create a service request in the Self Service, you can select these published SLAs and view the escalation schedule
tied to the delivery target and target overrides of this service.

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Service Objects – Incident Form
When a service desk analyst creates a new Incident, chooses a customer who belongs to an OU, sets the Impact and Urgency
that sets the Priority, and then selects a Service and Category, the SLA will show including the breach dates and time periods
based on the service package response and resolution time.

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Service Tasks
Creating Services
Create an Email Service for Training with three Service Packages, for Gold, Silver and Bronze.
1. Create an email service for Educational Services and link categories (Email Service). 1. Create an email service for Educational Services and link categories (Email Service).
2. Create a Service Level Package (Gold, Silver, and Bronze). 2. Create a Service Level Package (Gold, Silver, and Bronze).
3. Create SLAs for Instructors and Curriculum Developers. 3. Create SLAs for Instructors and Curriculum Developers.
Modifying a Service Level Package
Create Service Target Levels and Target Overrides, as follows:
1. Specify different Target Levels for each Service Package (Response and Resolution targets). 1. Specify different Target Levels for each Service Package (Response and Resolution targets).
2.Identify Incident Resolution Target Overrides (Priority 1 with different target durations).

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17 Managing Request Offerings 17 Managing Request Offerings
In this module, you will learn to:
•Describe Request Offerings configuration and categories.
•Create Request Offerings.
•Use the Request Management Wizard to manage Request Offerings. In addition, you will learn to create
service requests on behalf of another user. You must define and publish Request Offerings to allow users to request
aspects of services.
Request Management Overview
After a service is defined, Self Service users or requesters do not see or request the service itself. Instead, they request certain
aspects of a service, called Request Offerings, which are features of the Service that users with the Service Owner role define
and publish. For example, one of the services is Employee Administration. However, end users cannot place requests for the Employee and publish. For example, one of the services is Employee Administration. However, end users cannot place requests for the Employee and publish. For example, one of the services is Employee Administration. However, end users cannot place requests for the Employee and publish. For example, one of the services is Employee Administration. However, end users cannot place requests for the Employee
Administration service. Instead, they can select Request Offerings such as Administration service. Instead, they can select Request Offerings such as
Address Change and New Employee Setup. These Request Offerings are based on the Employee Administration service, Address Change and New Employee Setup. These Request Offerings are based on the Employee Administration service, Address Change and New Employee Setup. These Request Offerings are based on the Employee Administration service, Address Change and New Employee Setup. These Request Offerings are based on the Employee Administration service, Address Change and New Employee Setup. These Request Offerings are based on the Employee Administration service, Address Change and New Employee Setup. These Request Offerings are based on the Employee Administration service,
but have different costs, fulfillment workflows, and other aspects of the service.

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Request Offering configuration is done by the Service Owner role and the Administrator role, depending on what is being
configured. Some default Request Offering categories are Application Administration, Communication Services, Facility Services, HR configured. Some default Request Offering categories are Application Administration, Communication Services, Facility Services, HR configured. Some default Request Offering categories are Application Administration, Communication Services, Facility Services, HR configured. Some default Request Offering categories are Application Administration, Communication Services, Facility Services, HR
Services, and IT Services. Each category has default Request Offerings that can be published in your Service Catalog. As the Services, and IT Services. Each category has default Request Offerings that can be published in your Service Catalog. As the Services, and IT Services. Each category has default Request Offerings that can be published in your Service Catalog. As the Services, and IT Services. Each category has default Request Offerings that can be published in your Service Catalog. As the
Service Owner, you can choose the default Request Offerings and create your own that will be published in your Service Catalog.
By default, all customers have access to activated Request Offerings. You can limit access of certain groups of users to
specified Request Offerings.

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Defining Request Offerings
To configure Request Offerings, as the Service Owner role, open the Request Offering workspace. From the New drop-down To configure Request Offerings, as the Service Owner role, open the Request Offering workspace. From the New drop-down To configure Request Offerings, as the Service Owner role, open the Request Offering workspace. From the New drop-down
list, select Request Offering.list, select Request Offering.
These are the tabs used to configure a Request Offering:
1. Define Request Offering: Select a Service that displays on the Define Request Offering. Specify 1. Define Request Offering: Select a Service that displays on the Define Request Offering. Specify 1. Define Request Offering: Select a Service that displays on the Define Request Offering. Specify
a name, description, category, price, and other information about the Request Offering. In addition, you can now
determine whether this Request Offering should be cancelable or editable. ( Note: If you make decide the Service determine whether this Request Offering should be cancelable or editable. ( Note: If you make decide the Service determine whether this Request Offering should be cancelable or editable. ( Note: If you make decide the Service
Request can be cancelled or edited, you can also add an update block to the Workflow to determine at what point
in the process these options are no longer available.)
2. Design Request Form: Create headings, define form fields and check boxes, and provide 2. Design Request Form: Create headings, define form fields and check boxes, and provide 2. Design Request Form: Create headings, define form fields and check boxes, and provide
images for the form that a Self Service user completes to request the offering.
3. Plan Request Fulfillment: Specify whether fulfillment (of a submitted request) is done through 3. Plan Request Fulfillment: Specify whether fulfillment (of a submitted request) is done through 3. Plan Request Fulfillment: Specify whether fulfillment (of a submitted request) is done through
email or a multi-step workflow.
4. Publish Action: Specify the audience to which the request form is published (made available). 4. Publish Action: Specify the audience to which the request form is published (made available). 4. Publish Action: Specify the audience to which the request form is published (made available).
After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request After selecting a Service, create a Name, add a Description, select Options, and a Category on the Define Request
Offering tab. Then, click Next.Offering tab. Then, click Next.Offering tab. Then, click Next.

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5. A default image for the service appears. To change the image, click Change Photo, navigate to 5. A default image for the service appears. To change the image, click Change Photo, navigate to 5. A default image for the service appears. To change the image, click Change Photo, navigate to 5. A default image for the service appears. To change the image, click Change Photo, navigate to
the image you want, and then click Open.the image you want, and then click Open.
•The image size cannot be larger than 50 KB.
•Square images are best.
Note: The image size can be as large as you like, but it will be scaled down to 48px by 48px. Note: The image size can be as large as you like, but it will be scaled down to 48px by 48px.
6. Click Layout Configuration to select how many columns appear on the form. 6. Click Layout Configuration to select how many columns appear on the form. 6. Click Layout Configuration to select how many columns appear on the form. 6. Click Layout Configuration to select how many columns appear on the form.
7. Drag or double-click control items from the Form Designer Tools pane to add them to the 7. Drag or double-click control items from the Form Designer Tools pane to add them to the
form.
8. For example, from the Controls tab, you can add a check box, so the requester can click to 8. For example, from the Controls tab, you can add a check box, so the requester can click to 8. For example, from the Controls tab, you can add a check box, so the requester can click to 8. For example, from the Controls tab, you can add a check box, so the requester can click to
respond, or add a text field allowing the requester to type a longer response. Other controls allow the requester to
specify a date or time, or to view an image.

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9. Type a description for each of the controls you add to the form. 9. Type a description for each of the controls you add to the form.
Note: You can also click the Edit button (pencil) to configure field attributes such as “required”, “read Note: You can also click the Edit button (pencil) to configure field attributes such as “required”, “read
only”, default values, or list offerings.
10. If there are request offerings templates (with controls and the layout already provided) 10. If there are request offerings templates (with controls and the layout already provided)
available, you can save time by selecting one from the Templates tab on the Form Designer Tools pane. available, you can save time by selecting one from the Templates tab on the Form Designer Tools pane. available, you can save time by selecting one from the Templates tab on the Form Designer Tools pane. available, you can save time by selecting one from the Templates tab on the Form Designer Tools pane. available, you can save time by selecting one from the Templates tab on the Form Designer Tools pane.
11. Optionally, use the Attachments tab to upload images to be used with the list or drop-down 11. Optionally, use the Attachments tab to upload images to be used with the list or drop-down 11. Optionally, use the Attachments tab to upload images to be used with the list or drop-down 11. Optionally, use the Attachments tab to upload images to be used with the list or drop-down
selector controls. Be sure to upload the images before adding the control to the form.
12. Click Preview to see how your form appears to users. From here you can click Review to 12. Click Preview to see how your form appears to users. From here you can click Review to 12. Click Preview to see how your form appears to users. From here you can click Review to 12. Click Preview to see how your form appears to users. From here you can click Review to 12. Click Preview to see how your form appears to users. From here you can click Review to
change the way the form presents, you can click Save for Later to save your work without publishing the Request change the way the form presents, you can click Save for Later to save your work without publishing the Request change the way the form presents, you can click Save for Later to save your work without publishing the Request
Offering, or you can click Close and return to your work in progress. Offering, or you can click Close and return to your work in progress. Offering, or you can click Close and return to your work in progress.
13. Click Save As if you want to save your form as a Template. 13. Click Save As if you want to save your form as a Template. 13. Click Save As if you want to save your form as a Template.
14. Click Next or click the Plan Request Fulfillment tab. 14. Click Next or click the Plan Request Fulfillment tab. 14. Click Next or click the Plan Request Fulfillment tab. 14. Click Next or click the Plan Request Fulfillment tab. 14. Click Next or click the Plan Request Fulfillment tab.
15. Select a Fulfill as option from the drop-down list: 15. Select a Fulfill as option from the drop-down list: 15. Select a Fulfill as option from the drop-down list: 15. Select a Fulfill as option from the drop-down list:
a. No Fulfillment: No fulfillment action occurs for this request offering. a. No Fulfillment: No fulfillment action occurs for this request offering. a. No Fulfillment: No fulfillment action occurs for this request offering.
b. E-mail: An email form opens. Complete the fulfillment email template. b. E-mail: An email form opens. Complete the fulfillment email template. b. E-mail: An email form opens. Complete the fulfillment email template.
c. Workflow: The Workflow Designer opens. Create your fulfillment workflow. c. Workflow: The Workflow Designer opens. Create your fulfillment workflow. c. Workflow: The Workflow Designer opens. Create your fulfillment workflow.
16. Click Next.16. Click Next.
17. On the Publish Action tab, select the action to be performed when saving this request 17. On the Publish Action tab, select the action to be performed when saving this request 17. On the Publish Action tab, select the action to be performed when saving this request 17. On the Publish Action tab, select the action to be performed when saving this request
offering:
a.In Design: Save the form without publishing it to users, for later modification. In Design: Save the form without publishing it to users, for later modification.

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b. Published: Save the form and make the Request Offering available under Request b. Published: Save the form and make the Request Offering available under Request b. Published: Save the form and make the Request Offering available under Request
Offerings, but not under the Service Catalog.
18. Click the Org Unit to change the default and select one from the list. You can only publish 18. Click the Org Unit to change the default and select one from the list. You can only publish 18. Click the Org Unit to change the default and select one from the list. You can only publish 18. Click the Org Unit to change the default and select one from the list. You can only publish
Request Offerings to OUs to which you have access. For example, if you do not have access to the entire
organization, your published offering will only be available to users in the Org Unit you have selected and below.
19. Click the Location to change the default and limit publishing to specific locations. You can 19. Click the Location to change the default and limit publishing to specific locations. You can 19. Click the Location to change the default and limit publishing to specific locations. You can 19. Click the Location to change the default and limit publishing to specific locations. You can
designate multiple locations.
Note: When changing the Org Unit, you may want to delete the default line after you have created your limited Note: When changing the Org Unit, you may want to delete the default line after you have created your limited
record.
20. Finish your Request Offering by clicking one of the following: 20. Finish your Request Offering by clicking one of the following:
a. Save: Save and publish a. Save: Save and publish a. Save: Save and publish
b. Save & Exit: Save without publishing – This allows you to make changes before b. Save & Exit: Save without publishing – This allows you to make changes before b. Save & Exit: Save without publishing – This allows you to make changes before
publishing or just delay publishing.
c. Cancel: Clear selections and close c. Cancel: Clear selections and close c. Cancel: Clear selections and close

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Request Management Wizard
From the Request Management wizard, you can customize these areas of Request Management.
•Services Provided: Manage the services provided by the IT department. The default set of services is enabled in Services Provided: Manage the services provided by the IT department. The default set of services is enabled in
the wizard.
•Request Lifecycle: Specify the necessary action at each stage of your Request Management cycle. Request Lifecycle: Specify the necessary action at each stage of your Request Management cycle.
•Request Offerings: Select the request offerings to be published in your Service Catalog. Request Offerings: Select the request offerings to be published in your Service Catalog.
Note: Process Wizards were described briefly in the “Using Process Wizards” module in this course. Note: Process Wizards were described briefly in the “Using Process Wizards” module in this course.
Services Provided Section
The Services Provided section allows you to manage the services provided by your IT department. There is a default set of The Services Provided section allows you to manage the services provided by your IT department. There is a default set of The Services Provided section allows you to manage the services provided by your IT department. There is a default set of
services enabled in the wizard. You can customize this by adding a new Service or editing the current Services.

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Request Lifecycle Section
The Request Lifecycle section allows you to select the actions to take at each stage of your Request Management cycle.
Some of the default lifecycle settings are:
•When a Request is “Cancelled”: The Cancel Outstanding Approval on cancellation option enables you to cancel When a Request is “Cancelled”: The Cancel Outstanding Approval on cancellation option enables you to cancel When a Request is “Cancelled”: The Cancel Outstanding Approval on cancellation option enables you to cancel
any outstanding approvals related to this request when the request status changes to Cancelled.
•When a Request is "Closed “:
o The Cancel Outstanding Approval on close option enables you to cancel any o The Cancel Outstanding Approval on close option enables you to cancel any o The Cancel Outstanding Approval on close option enables you to cancel any o The Cancel Outstanding Approval on close option enables you to cancel any
outstanding approvals related to this request when the request status changes to Closed.
o The Send Email option automatically sends an email notification when the request is o The Send Email option automatically sends an email notification when the request is o The Send Email option automatically sends an email notification when the request is o The Send Email option automatically sends an email notification when the request is
closed. From the list, you can select additional notifications to be sent with the email.
•When a Request is “Approval Rejected”: The Cancel Outstanding Approval on rejection option enables you to cancel When a Request is “Approval Rejected”: The Cancel Outstanding Approval on rejection option enables you to cancel When a Request is “Approval Rejected”: The Cancel Outstanding Approval on rejection option enables you to cancel
any outstanding approvals related to this request when the request status changes to Rejected.

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Request Offerings Section
The Request Offerings section allows you to select request offerings to publish in your service catalog.
•The Rename link allows you to create custom names for a offering. By default, all offerings are activated for customer The Rename link allows you to create custom names for a offering. By default, all offerings are activated for customer The Rename link allows you to create custom names for a offering. By default, all offerings are activated for customer
access.
•The Deactivate link enables you to deactivate an offering for the entire organization. The Deactivate link enables you to deactivate an offering for the entire organization. The Deactivate link enables you to deactivate an offering for the entire organization.
•The Edit Subscriptions link shows the active offerings for each organization unit. The Edit Subscriptions link shows the active offerings for each organization unit. The Edit Subscriptions link shows the active offerings for each organization unit.
•The Show offerings for deactivated services checkbox makes inactive offerings visible to the customer. The Show offerings for deactivated services checkbox makes inactive offerings visible to the customer. The Show offerings for deactivated services checkbox makes inactive offerings visible to the customer.

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Creating a Service Request
Any end-user request that is not a failure (Incident) is usually a request for Service. Service Requests are usually created in Self
Service by the requester.
However, Service Desk Analysts may need to create Service Requests for a requester or provide more details on an existing
request. From the Service Desk Console, use the Service Request workspace to do this, following this basic process: request. From the Service Desk Console, use the Service Request workspace to do this, following this basic process: request. From the Service Desk Console, use the Service Request workspace to do this, following this basic process:
1. From the Service Request workspace, click New Service Request.1. From the Service Request workspace, click New Service Request.1. From the Service Request workspace, click New Service Request.
2.In the Service Request form, provide the Customer Name.In the Service Request form, provide the Customer Name.
3. Then, click the Parameters tab. 3. Then, click the Parameters tab. 3. Then, click the Parameters tab. 3. Then, click the Parameters tab.
4. From here, select the Category ( on the left) and the specific Request Offering on the right. 4. From here, select the Category ( on the left) and the specific Request Offering on the right. 4. From here, select the Category ( on the left) and the specific Request Offering on the right. 4. From here, select the Category ( on the left) and the specific Request Offering on the right. 4. From here, select the Category ( on the left) and the specific Request Offering on the right. 4. From here, select the Category ( on the left) and the specific Request Offering on the right.
(You may also type any words to search for relevant templates in the Find Templates field.) (You may also type any words to search for relevant templates in the Find Templates field.) (You may also type any words to search for relevant templates in the Find Templates field.)
5. Complete any other required information on the Details tab, and any other tabs. 5. Complete any other required information on the Details tab, and any other tabs. 5. Complete any other required information on the Details tab, and any other tabs. 5. Complete any other required information on the Details tab, and any other tabs.
6. Save the record. 6. Save the record.

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Pending a Service Request
In Self Service, the customer can now begin a Service Request and then click Save for Later if more information is required to In Self Service, the customer can now begin a Service Request and then click Save for Later if more information is required to In Self Service, the customer can now begin a Service Request and then click Save for Later if more information is required to
complete the request. For example, if a loaner computer is needed for a temporary assignment but the date is still uncertain, the
request can be started as a placeholder and it will appear as a Pending Request.request can be started as a placeholder and it will appear as a Pending Request.
The Service Desk Analyst (SDA) will also see the Service Request in a Draft status. So, if the customer needs help in The Service Desk Analyst (SDA) will also see the Service Request in a Draft status. So, if the customer needs help in The Service Desk Analyst (SDA) will also see the Service Request in a Draft status. So, if the customer needs help in
completing the Service Request, the Service Desk Analyst will see the request and will know to contact the customer to see if
additional information is required. In this example, the customer could then explain that the dates are uncertain but the SDA
might want to put IT on notice that the request will be coming soon. Note: If the Save for Later button is not available to your might want to put IT on notice that the request will be coming soon. Note: If the Save for Later button is not available to your might want to put IT on notice that the request will be coming soon. Note: If the Save for Later button is not available to your
Self Service users, change the
SCDisableSaveForLater Global Constraint to false in the Configuration Console (under Build>>Global Constraints). SCDisableSaveForLater Global Constraint to false in the Configuration Console (under Build>>Global Constraints). SCDisableSaveForLater Global Constraint to false in the Configuration Console (under Build>>Global Constraints). SCDisableSaveForLater Global Constraint to false in the Configuration Console (under Build>>Global Constraints).

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Request Offerings Tasks
Configuring Request Offerings
Add a new service, define a new Request Offering, and then edit the Request Offering subscription as follows:
•Add a new Event Management service.
•Define a new Party Setup Request Offering with options for meal planning.
•Create a workflow to create a task and notification for the Facilities team.
•Create a new Service Request to confirm your request offering.
•Then, edit your offering for Human Resources use only and rename it HR Party Setup.