Registering a Request
If you have completed the previous exercises successfully, you should now be able to see how service desk analysts and specialists benefit from an accurate service hierarchy. Go to virtualsupport.4me-demo.com to log in as Susan Spoc. Susan works for VirtualSupport, which is an organization in India to which Widget North America and Widget Data Center have both outsourced their service desk.
| Susan’s email address is: | susan.spoc@virtualsupport.com |
| Her 4me password is: | 4me |
Once you are logged in as Susan, go to the Service Desk console. Assume that Alex McCarthy calls the service desk to ask if it would be possible to add a report in the Safety First service that lists all safety issues that were reported during the previous month.
After selecting Alex in the Service Desk console, select the support domain “Information Technology” as that is the domain in North America that normally supports Alex for IT-related requests. Next, select the “Safety First” service. The new request template should now be suggested for selection. Select this template and check whether it correctly populates the fields of the new request.
See how you can use the SHB to go down the service hierarchy by clicking on the following child service instances:
- Virtual Windows for Safety First Production
- Virtualization Platform B
- Data Center Rack Space
- Virtualization Platform B
As you click through the hierarchy, the SHB provides additional information such as the configuration items that make up the service instance and the known errors that affect it. This is how the service hierarchy helps service desk analysts and specialists to quickly get an overview of the environment for which a request has been submitted.
Save the request. After it has been saved, open the affected SLA that has been linked to the request. You will see that the resolution target of the standard service request has been applied.
Finally, click on the Actions toolbar button and select the “Service Navigator…” option. The Service Navigator also provides service desk analysts and specialists a good overview of the environment around the service instance that is linked to the request.