June 2009 HP Restricted*A note to master trainersThis course covers the global functionality in the Incident Management module of Service Manager. Instructions for using functionality that is regional or customer-specific are included in the local work instructions. It is the responsibility of the trainers to incorporate regional and customer-specific information into course materials.

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June 2009 HP Restricted*The purpose of this courseThis course is intended for First Level Support agents and Support Specialists who will use Service Manager.The purpose of this course is to teach you how to use Service Manager to perform the tasks assigned to First Level Support agents and Support Specialists.

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June 2009 HP Restricted*Prerequisite coursesFirst Level Support agents and Support Specialists should complete the following courses, in the order shown.Course # 143387: Service Manager for HP Enterprise Services - Getting Started: The BasicsCourse # 143386: Service Manager for HP Enterprise Services - Getting Started: Queries, Queues, and ViewsCourse # 34290: Service Manager for HP Enterprise Services - Service Desk Incident Management: An OverviewCourse # 143396: Service Manager for HP Enterprise Services Incident Management for Case Administrators

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June 2009 HP Restricted*Learning objectivesAfter completing this training, you should be able to:Use predefined Incident Views to manage IncidentsTake ownership of Incident RecordsReview Incident detailsDocument the solution and resolve an IncidentEngage additional support from Support Specialists, the Tactical Incident Manager, and the Strategic Incident ManagerIdentify notification triggers and who receives the notification

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June 2009 HP Restricted*TopicsIncident ViewsResolving an IncidentEngaging additional supportNotifications

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Incident Views

June 2009 HP Restricted*Views for unresolved Incidents (1 of 3)The following Views list unresolved Incidents regardless of their assignment group, ownership, or source:INCIDENTS Open All unresolved IncidentsINCIDENTS High Priority All unresolved Incidents whose priority value is HighINCIDENTS Last 2 Weeks All unresolved Incidents that were opened within the last 2 weeksINCIDENTS Last 24 Hours All unresolved Incidents that were opened within the last 24 hours

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June 2009 HP Restricted*Views for unresolved Incidents (2 of 3)The following Views list unresolved Incidents assigned to your assignment group or that you opened:INCIDENTS Opened by Me All unresolved Incidents that you created from InteractionsINCIDENTS My Assignment Group(s) All unresolved Incidents assigned to any assignment group that you are a member of

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June 2009 HP Restricted*Views for unresolved Incidents (3 of 3)The following Views list unresolved Incidents assigned to you:INCIDENTS Assigned to Me All unresolved Incidents for which your login ID appears in the Assignee fieldINCIDENTS For Me Last 2 Weeks All unresolved Incidents for which your login ID appears in the Assignee field and that were opened within the last 2 weeksINCIDENTS For Me Last 24 Hours All unresolved Incidents for which your login ID appears in the Assignee field and that were opened within the last 24 hours

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June 2009 HP Restricted*Views for resolved Incidents (1 of 2)The following Views contain resolved Incidents regardless of who owns them or who resolved them:INCIDENTS Resolved All resolved IncidentsINCIDENTS Resolved High Priority All resolved Incidents whose priority value is High

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June 2009 HP Restricted*Views for resolved Incidents (2 of 2)The following Views contain resolved Incidents:INCIDENTS Resolved My Assignment Group(s) All resolved Incidents assigned to any assignment group that you are a member ofINCIDENTS Resolved Assigned to Me All resolved Incidents for which your login ID appears in the Assignee fieldINCIDENTS Mass Resolved by My Group All resolved Incidents, not related to an Interaction, resolved by mass resolve by a member of any assignment group that you are also a member of (RMC only)

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June 2009 HP Restricted*Switching to another View

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Resolving an Incident

June 2009 HP Restricted*The sources of IncidentsInteractions that cannot be resolved at the point of first contact:Linked to the InteractionManually linked by a Case AdministratorSupport Requests submitted via the Service Portal:Linked to an Interaction generated by Service Manager when the request is submittedAutomatically linked by Service ManagerEvents identified by monitoring equipment and software:Created as an Incident with no linkage to an InteractionAutomatically created by Service Manager in response to a monitored event

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Access an existing IncidentorSearch for the Incident

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Rev. 10.11 HP Restricted*Take ownership

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Moving Incident into Work in Progress status!

Important: If ownership is not assigned, the activity update appears to process and adds an entry into the activity log. The Incident, however, does not go into WIP status and no error message is displayed!

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Review the Incident RecordFrom the Main Fields sectionContact Information Company and contact informationAffected Items Details about the Service and Affected CIDescription The detailed descriptionFrom the Incident Detail tab: Categorization, urgency, priority and ImpactFrom the Activities tab: Updates and historic activities

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June 2009 HP Restricted*Review the Main Fields section (1 of 2)2. Review affected items1. Review company & contactHover field

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June 2009 HP Restricted*Service Vs Affected Configuration ItemServiceRepresents the customer-specific service being reportedIdentifies the product or service in terms the customer is familiar withMust be CIs whose CI Type is bizserviceAffected Configuration ItemIdentifies the CI that needs to be restored or repaired or The CI where the reported service CI resides

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June 2009 HP Restricted*Review the Main Fields section (2 of 2)

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June 2009 HP Restricted*Review Incident Detail tab1. Review ticket categorization2. Review Service Triplets3. Review Impact, Urgency & Priority

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Rev. 10.11 - HP RestrictedWhen the Priority is CriticalWhen the Incidents Priority is Critical, you must create a Problem Record and link it to the Incident.Create related Problem Record

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Reassign incident (1 of 2)June 2009 HP Restricted*

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Reassign incident (2 of 2)June 2009 HP Restricted*

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Research the issue and resolve the IncidentReview any working instructionsReview the Incident Record to isolate the incidentResearch the issueSearch the Knowledge Base Communicate progress with the customer as specified in the customers SLA

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June 2009 HP Restricted*Isolate the issueHistoric Activities The list of actions taken on the IncidentHistory Incident record management informationWorking Instructions Customer-specific instructionsAdditional Information WFM information

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June 2009 HP Restricted*Historic Activities tab

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June 2009 HP Restricted*History tab

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*SWF fields

FieldDescription/ValuesOVO ModeDetermines if the Incident will be passed to the Automated bus. Values are:AB Ticket created by Automation Bus (AB) and is not for SWFSWF Ticket is for Single WorkflowJET Ticket was created by JET and is not for SWFLegacy ID#The ID number of the record in the legacy systemAB Retry CountNumber of times (up to 3) Service Manager attempted to pass the ticket to the Automation Bus. When the value reaches 3, the ILC is notified.

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June 2009 HP Restricted*Working Instructions tab

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Additional Information tab

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Review Activities tab*June 2009 HP RestrictedInteraction ID numberOnly Update Types Update from customer and Communication with customer update the related Incident.

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June 2009 HP Restricted*Document your progress

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When to make the update visible to the customerFor OVO-generated events, only when the customer has access to Service Manager; check local work instructions for information about content and frequency requirementsFor Service CallsUse for Priority 1 and Priority 2 tickets to keep the customer updated about progressWhen it is necessary for an agent viewing the related Interaction to see the update*June 2009 HP Restricted

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Sending an ad-hoc emailService Manager provides the capability to send ad-hoc emailsSending ad-hoc emails is described in job aid #36848, Sending ad-hoc emails

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Guidelines for contents of updates visible to customerMake updates to Priority 1 and 2 Incidents visible to the customer when attempts are made but you are unable to make contact with the customer; the update documents the content of messages sent in email and left on voicemailWhen making updates to Master Incidents that have related Duplicate Incidents for multiple customers, avoid referencing any customer-specific information when making the updates visible to the customerEnsure that all comments are acceptable for the customer to view; never reference other agents by nameSpell check your comments*June 2009 HP Restricted

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June 2009 HP Restricted*When you are waiting for a response

Activity TypeUse when you are waiting forStatusEffectWaiting for customerThe customer to respond to a request for further informationPending customerSLT clock suspendsResolve button unavailableWaiting on VendorThe vendor to respond to a request for further informationPending vendorSLT clock continues to runResolve button unavailableWaiting on another partySomeone other than the assigned agent to complete an activity toward Incident resolutionPending otherSLT clock continues to runResolve button unavailable

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June 2009 HP Restricted*Pending customer reminderWhen you put an Incident into Pending customer status you are prompted to set a reminder to avoid leaving the Incident in Pending customer status beyond when you should.

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June 2009 HP Restricted*Setting the Pending status reminder specific time1. Incident into Pending Customer status2. Save

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June 2009 HP Restricted*Setting the Pending status reminder elapsed time

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June 2009 HP Restricted*Pending status pop-up reminderView messages & alerts

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June 2009 HP Restricted*Returning to Work in Progress status

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Waiting on VendorVendor - used only to move Incident into Pending Vendor status:Must specify a Vendor in the Vendor field in the Main Fields sectionMust remove value from Vendor field to move out of Pending Vendor statusReference number used to specify the ticket number open with the vendor when moving the Incident into Pending Vendor status

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Pending Vendor status process1. Select Vendor2. Vendor ticket number5. Save the update

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Pending Vendor return to WIP process1. Remove data2. Select the activity type3. Enter activity text4. Save the update

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Tracking time workedWhen you display an Incident Record, Service Manager sets a time stamp indicating that you started to work on the Incident.When you exit from the Incident Record, Service Manager sets a time stamp indicating that you ended work on the Incident. This information is used to track the time you work on the Incident and to bill the customer.!

Important: Because the time stamps are set when you display and exit from the Incident Record, you should always have the Incident displayed when you are working on it and exit from the Record when you are finished.

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June 2009 HP Restricted*Add timestamp

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June 2009 HP Restricted*View timestamp

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June 2009 HP Restricted*Resolve an Incident linked to an Interaction (1 of 3)1. Resolve Incident!

Important: The Resolve button is available only when the Incidents status is Work in Progress.

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June 2009 HP Restricted*Resolve an Incident linked to an Interaction (2 of 3)3. Click first call resolution

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June 2009 HP Restricted*Closure Codes for use only by RMC agents

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Handing off a ticketOccasionally a ticket is opened for a security issue or an issue that is sensitiveIn these situations the customer might not want to make the issue visible:An external customer might prefer to handle the issue themselves; in this instance select Handoff to account teamHP or an external customer might prefer to have HP-IT Security handle the issue; in this instance select Handoff to HPIT securityTo hand off the ticket, close it using a handoff Closure Code

!June 2009 HP Restricted*

Important: Not all customers require a handoff in these situations. If you have a ticket that you think should be handed off, check your local work instructions.

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Resolve an Incident linked to an Interaction (3 of 3)5. Save the IncidentWhen all Interactions linked to the Incident are closed, Service Manager closes the Incident. Message generated in the Incident Record by Service Manager

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June 2009 HP Restricted*Interaction closure methodsPassive closureThe Incident and linked Interaction(s) remain in Resolved status for a pre-determined timeframeAt the end of the pre-determined timeframe, Service Manager automatically closes the InteractionActive closureThe Incident and linked Interaction(s) remain in Resolved status until the customer is contacted and positive confirmation is receivedThe Interaction must be manually closed when positive confirmation is receivedWhen all Interactions linked to the Incident are closed, Service Manager automatically closes the Incident.

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June 2009 HP Restricted*When the customer disputes resolutionIf the customer disputes the resolution, an Incident in Resolved status can be reopened and returned to Work in Progress status Reopening the Incident resumes the SLT clockService Manager sends a notification to the Incidents assignee

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June 2009 HP Restricted*Closing an Incident with no linked InteractionBecause the Incident has no Interaction to trigger closure, you must manually close the Incident:In a single step at the time you resolve it if positive confirmation is not requiredAfter obtaining positive confirmation when confirmation is required

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June 2009 HP Restricted*Resolving and closing an Incident with no InteractionClose button appears only on Incidents that are not related to an Interaction.

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June 2009 HP Restricted*When you cannot resolve the IncidentWhen you cannot resolve the Incident through the standard process, elevate the Incident to the next level of support or obtain approval from the management review level to trigger the Escalation Process.

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Questions?

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June 2009 HP Restricted*Learning checkWhat status indicates that you have taken ownership of an Incident and the Time to Own (TTO) clock has stopped?OpenOwner AssignedWork in Progress

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June 2009 HP Restricted*Learning check answerWhat status indicates that you have taken ownership of an Incident and the Time to Own (TTO) clock has stopped?OpenOwner AssignedWork in Progress

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June 2009 HP Restricted*Learning checkWhat action causes the Incidents status to change from Owner Assigned to Work in Progress?Entering your login ID into the Assignee Name fieldSelecting an Update Type of Start Work in ProgressEntering a value into the Next Expiration field

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June 2009 HP Restricted*Learning check answerWhat action causes the Incidents status to change from Owner Assigned to Work in Progress?Entering your login ID into the Assignee Name fieldSelecting an Update Type of Start Work in ProgressEntering a value into the Next Expiration fieldThis action also stops the Time to Initial Response (TTIR) clock.

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June 2009 HP Restricted*Learning checkHow do you make progress updates that you enter into the Incident available for the customer to view?You cannotBy selecting the Visible to Customer checkbox on the Update tabBy linking to the related Interaction and updating it

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June 2009 HP Restricted*Learning check answerHow do you make progress updates that you enter into the Incident available for the customer to view?You cannotBy selecting the Visible to Customer checkbox on the Update tabBy linking to the related Interaction and updating itSelecting the Visible to Customer checkbox also makes the update available from the linked Interaction.

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June 2009 HP Restricted*Learning checkWhat status suspends the SLT clock? Select all correct statuses.Pending customerPending otherNo status suspends the SLT clock

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June 2009 HP Restricted*Learning check answerWhat status suspends the SLT clock? Select all correct statuses.Pending customerPending otherNo status suspends the SLT clock

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June 2009 HP Restricted*Learning checkWhat action returns an Incident to Work in Progress status from Pending customer status?Responding to the reminder notificationSelecting Resume Work in Progress as the Activity TypeClicking on the Resume Work in Progress button on the Editor toolbar

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June 2009 HP Restricted*Learning check answerWhat action returns an Incident to Work in Progress status from Pending customer status?Responding to the reminder notificationSelecting Resume Work in Progress as the Activity TypeClicking on the Resume Work in Progress button on the Editor toolbar

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June 2009 HP Restricted*Learning checkWhen do you manually close an Incident?When the closure method is ActiveOnly when the Incident is linked to an InteractionOnly when the Incident is not linked to an InteractionYou cannot manually close an Incident

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June 2009 HP Restricted*Learning check answerWhen do you manually close an Incident?When the closure method is ActiveOnly when the Incident is linked to an InteractionOnly when the Incident is not linked to an InteractionYou cannot manually close an Incident

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June 2009 HP Restricted*Learning checkThe Resolve button is available when the Incident is in what status(es)? Select all correct answers.OpenOwner AssignedWork in ProgressReopened

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June 2009 HP Restricted*Learning check answerThe Resolve button is available when the Incident is in what status(es)? Select all correct answers.OpenOwner AssignedWork in ProgressReopened

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June 2009 HP Restricted*Learning checkWhat causes an Incident that is linked to an Interaction to close?Clicking on the Close button on the Editor toolbar from the Incident recordClosure of the last Interaction linked to the IncidentIt automatically closes after you save it in Resolved status

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June 2009 HP Restricted*Learning check answerWhat causes an Incident that is linked to an Interaction to close?Clicking on the Close button on the Editor toolbar from the Incident recordClosure of the last Interaction linked to the IncidentIt automatically closes after you save it in Resolved statusThe Close button appears on the Editor toolbar only when the Incident is not related to an Interaction.

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Learning checkChoose all the conditions that must be met for First Call Resolution occur.A. The Source of interaction is TelephoneB. An Incident is created from the Interaction before it is savedC. The caller is warm transferred to the agent the Incident is assigned toD. The source of Interaction is anything other than Service portal

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Learning check answerChoose all the conditions that must be met for First Call Resolution occur.A. The Source of interaction is TelephoneB. An Incident is created from the Interaction before it is savedC. The caller is warm transferred to the agent the Incident is assigned toD. The source of Interaction is anything other than Service portal

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Engaging additional support

June 2009 HP Restricted*When to engage the Support Specialist The Support Specialist can be engaged:At any time during the lifecycle of an incidentWhen you receive an SLT notification from Service ManagerWhen you receive an SLT notification, evaluate whether you can resolve the incident within the time remaining.If you can, do soIf you cannot, engage the Support Specialist

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June 2009 HP Restricted*2. Select assignment groupEngage next level of supportNew assignment groupAssignee field blank

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When to engage the Tactical Incident Manager The Tactical Incident Manager (TIM) can be engaged at any time during the lifecycle of an incident.You should engage the Tactical Incident Manager when you need:A better understanding of the technical environmentConsultingA technical resourceAdditional solutions

June 2009 HP Restricted*

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When to engage the Strategic Incident ManagerThe Strategic Incident Manager (SIM) can be engaged at any time during the lifecycle of an Incident.You should engage the SIM when you:Need additional resources but are unable to obtain themAre reaching the resolution deadline with no resolution in sightNeed higher levels of communication with the customerIf there is no known or available resolution, or the event is of major business impact (a Major Incident) Make a warm transfer to the Strategic Incident Manager Notify the Strategic Incident Manager and transfer the Incident by changing the Assignment Group field in the Incident Record*June 2009 HP Restricted

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June 2009 HP Restricted*The Strategic Incident Manager (SIM)A SIM group is selected for an Incident based on the SIM group specified for the Department or Company associated with the Incident.When the Priority of an Incident is equal to or greater than the specified priority threshold, Service Manager sends the Strategic Incident Manager Assignment Group a notification.Reassignment of the SIM Group does not change ticket ownership.

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*How to engage the TIM or the SIMOpen the Incident Record.Update the record to document what has been done so far and why you need assistance.Contact the TIM or SIM as detailed in your local work instructions. This may be a phone call, email, or page.

Note: You are not reassigning the Incident to the TIM or SIM; you are engaging their assistance. You still own the Incident Record.

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Questions?

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June 2009 HP Restricted*Learning checkWhen should you engage the Support Specialist? Select all correct situations.Only when you receive a notification that the SLT has been breachedAt any time during the lifecycle of the IncidentWhen you are in danger of breaching the SLT

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June 2009 HP Restricted*Learning check answerWhen should you engage the Support Specialist? Select all correct situations.Only when you receive a notification that the SLT has been breachedAt any time during the lifecycle of the IncidentWhen you are in danger of breaching the SLT

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June 2009 HP Restricted*Learning checkTrue or false: You should engage the Tactical Incident Manager when you need a technical resource or additional solutions.

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June 2009 HP Restricted*Learning check answerTrue or false: You should engage the Tactical Incident Manager when you need a technical resource or additional solutions.

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June 2009 HP Restricted*Learning checkTrue or false: You should engage the Strategic Incident Manager when you need additional resources but cannot obtain them.

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June 2009 HP Restricted*Learning check answerTrue or false: You should engage the Strategic Incident Manager when you need additional resources but cannot obtain them.

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June 2009 HP Restricted*Learning checkTrue or false: You engage the Technical Incident Manager (TIM) or the Strategic Incident Manager (SIM) by reassigning the Incident to an assignment group that the manager is a member of.

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June 2009 HP Restricted*Learning check answerTrue or false: You engage the Technical Incident Manager (TIM) or the Strategic Incident Manager (SIM) by reassigning the Incident to an assignment group that the manager is a member of.

After updating the Incident record to document what you have done so far, follow your local work instructions to contact the TIM or SIM.

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Notifications

Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Normal processing and warning notificationsNormal ProcessingWarnings* When Priority is equal to or higher than SIM Priority Threshold** When an update causes a change to the Priority*** When the bounce count exceeds the threshold

CreationAssign or reassignKey fields updatedReopenBounce Counter***AB failures exceeds 3FLS/SSPAssignment Group

AssigneeAssigneeAssignment Group

AssigneeILCAssignment GroupAssignment GroupSIMAssignment Group*Assignment Group**

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June 2009 HP Restricted*Assignment and reassignment notifications

TriggerNotification sent toAn Incident is assigned or reassigned through the Assignee fieldThe assigneeThe value in the Assignment Group field is initially entered or changedThe assignment groupThe value in the Assignee field is clearedThe assignment group

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*Questions?

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June 2009 HP Restricted*Learning checkWho receives a notification when an Incident is reassigned? Select all correct answers.The previous assignment groupThe previous assigneeThe new assignment groupThe new assigneeAll of the above

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June 2009 HP Restricted*Learning check answerWho receives a notification when an Incident is reassigned? Select all correct answers.The previous assignment groupThe previous assigneeThe new assignment groupThe new assigneeAll of the above

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June 2009 HP Restricted*Learning checkA notification is sent when the bounce counter exceeds what number of reassignments?85The threshold specified in the Reassignment ThresholdThe threshold specified in the SIM Priority Threshold

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June 2009 HP Restricted*Learning check answerA notification is sent when the bounce counter exceeds what number of reassignments?85The threshold specified in the Reassignment ThresholdThe threshold specified in the SIM Priority Threshold

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Course summary

June 2009 HP Restricted*SummaryNow you should be able to:Use predefined Incident Views to manage IncidentsTake ownership of Incident RecordsReview Incident detailsDocument the solution and resolve an IncidentEngage additional support from Support Specialists, the Tactical Incident Manager, and the Strategic Incident ManagerMonitor progress against SLTsIdentify notification triggers and who receives the notification

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June 2009 HP Restricted*Other courses and resourcesAdditional courses and supplementary materials, including the Ad-Hoc Email job aid (#36848), are available from Grow @hp.

Recommended follow-up course:Course #81687 Working with Multiple Incidents

You can enroll in additional courses from Grow @HP.

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*Incident Management documentation (1 of 2)Incident Management process documentation is available from http://enhanced1.sharepoint.hp.com/teams/GD-ITSM/Process%20Forms/Incident%20Management.aspx

Level 1 Policy Guide: Describes the policies for Incident Management within HPS Delivery Operations Level 1 Process Guide: Describes the standard process for Incident Management within HPS Delivery Operations and demonstrates how HPS services are aligned to, and delivered against, industry standards; describes the relationships between Incident Management and other ITIL processes

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*Incident Management documentation (2 of 2)Level 2 Metrics Guide: Describes the measures used within HPS Delivery Operations to deliver and conform to Quality and ITIL/ITSM standardsLevel 2 Procedures Guide: Describes the standard global procedures for Incident Management within HPS Delivery Operations Level 2 Roles Guide: Describes the roles involved in the Incident Management process and details their responsibilities Level 3 Tools Guides: Describe how to use the software tools to perform tasks within the Incident Management process

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*Notifications handbook and matrix

The Notifications handbook and matrix are available athttp://enhanced1.sharepoint.hp.com/teams/AEPM/Documents/Forms/Service%20Support.aspx?RootFolder=%2fteams%2fAEPM%2fDocuments%2fSC%20General%20Documents%2fSC%20Notification%20Documentation&FolderCTID=&View={166B7F19-EA3A-40E9-AF09-B2F696446D64}

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Activate JTOC settingshttp://teams2.sharepoint.hp.com/teams/PE-ToolTrng/Shared%20Documents/OVSC/Other%20integrated%20to%20OVSC%20tools/How%20to%20enable%20your%20notification%20in%20%20Service%20Manager.ppt

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Rev. 10.11 - HP RestrictedJune 2009 HP Restricted*

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Incident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Welcome students to the class.Incident Management for FLS and SSP; it provides an overview of how FLS and SSP agents work with Incident Records. All materials for this course are available from the Handouts section of the Virtual classroom and from Grow @hp.Course duration: This course should take approximately 2 hours to complete.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Stress that this course is intended to reflect the global process. Regional and customer-specific processes are documented in the local work instructions. Instructors are responsible for incorporating regional and customer-specific information into these materials.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Review the intended audience and purpose of this course. This course does not cover using tools other than Service Manager to perform tasks associated with your job role.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Review the courses that students should complete prior to this course. The Getting Started courses cover the basics for using Service Manager; this course assumes that you understand those basics.The Incident Management Introduction provides an overview of the overall Incident Management process and its roles, as well as the relationship of Incident Management to other processes.The Case Administrator course provides information about how Incidents are created from Interactions.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Review the learning objectives. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Review the course topics. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Before we look at working with Incidents, we will look at the predefined Incident Views available from the Incident Queue. You can use these Views to monitor Incidents and manage your workload. Your profile should include the query group "Agent Views English." If your profile does not include this query group, you will not see these Views. You might also see additional Views, depending on your login profile. The Incident Views has a auto refresh option which refreshes the Incident Records.Refer to Course #143386: HPSM for HP Enterprise Services - Getting Started: Queries, Queues, and Views for detailed information about using and navigating within queues.Topic duration: This topic should take 7 minutes to complete.Topic objectives: After completing this topic, learners should be able to:Differentiate between Views that contain unresolved Incidents and those that contain resolved IncidentsIdentify Views that contain Incidents assigned to them or an assignment group they belong toSwitch to another View in the Incident QueueJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:This group of inboxes contain unresolved Incidents, regardless of their assignment group, ownership, or source.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:These Views contain unresolved Incidents that are assigned to any assignment group that you are a member of as well as Incidents that you opened.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:These Views contain unresolved Incidents that are assigned to you.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:These Views contain resolved Incidents regardless of who owns them or who resolved them. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:These Views contain resolved Incidents that were resolved by an assignment group that you are a member of or that you own. INCIDENTS Mass Resolved by My Group contains Incidents that are not related to an Interaction and were resolved by mass resolution. This Views is used only by RMC agents to manually close these Incidents, which is described later in this course. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Although course # 143386: Getting Started: Queries, Queues, and Views contains detailed information about using and managing queues and views, we will quickly review how to switch to another view.To access the Views of Incidents, make sure the Queue is Incident. From the View dropdown list , select the View you want to access.

June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Ask for and answer any questions.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Now we will look at the steps you complete to resolve an Incident.Topic duration: This topic should take approximately 1 hour to complete.Topic objectives: Upon completion of this topic, learners should be able to:Take ownership of the IncidentReview the Incident Record to isolate the IncidentDocument the resolutionResolve the IncidentManually close an Incident that is not related to an InteractionJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Incidents are generated from the following sources: Case Administrators when they cannot resolve an event at the point of first contact. These Incidents are linked to manually created Interactions. In some cases, the Case Administrator might warm transfer the caller when the Incident is created.Service Portal as a result of a support request submitted by an end user. When the end user submits some support requests, Service Manager generates an Interaction, and in many cases immediately generates a linked Incident from that Interaction. Monitoring equipment and software in response to a monitored event. This is the only instance in which an Incident is not linked to an Interaction.Whenever an Incident is created, regardless of the source, all members of the Assignment Group receive a notification and the Incident becomes available in the Incident Queue.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:In addition to the To Do queue, you can access an Incident : From the Incident queue 1. Select view: From the Incident queue, selecting the appropriate view from the View dropdown list.2. Access Incident: From the View, select the Incident from the list by clicking on the Incident ID link.By searching for it; Search for the Incident: You can access the search form from the Search link in the Incident queue or by selecting Search Incidents from the Incident Management section of Menu Navigation in the Navigator panel. Course #143386, Getting Started: Queries, Queues, and Views describes how to conduct searches in Service Manager.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes: The first step you take is to take ownership of the Incident Record. When you first access the Incident, its status is Open and the Time to Own (TTO) SLT clock is running. 1. Take ownership: Take ownership of the Incident by using the Fill Field button to enter or verify your login ID in the Assignee field.2. Save Incident: Save the Incident. The Incident status becomes Owner Assigned. The Service Manager also populates the Assignee Email field.Note: The Resolve button does not appear on the Editor toolbar while the Incident is in Open or Owner Assigned status. You must move the Incident to Work in Progress status for the Resolve button to become available. Well explore how to move the Incident to Work in Progress status later in this course.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:After you take ownership of the record, you must advance the Incident to Work in Progress status.1. Select update type: From the Update sub-tab of the Activities tab, select the update type Start Work in progress.Note: This is the only update type that will move the Incident into Work in Progress status.2. Enter details: In the Update text field, enter descriptive information about the activity update.3. Save the Change: Save the update. When you save the Incident, Service Manager moves it into Work in progress status and adds an entry to the Historic Activities sub-tab of the Activities tab. This action meets the Time to Initial Response (TTIR) SLT.Important: If ownership is not assigned to the Incident, the activity update appears to process and adds an entry into the activity log; however, the Incident does not go into WIP status and no error message is displayed.

June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:Before you take ownership of the Incident and begin work on resolving the issue, you should review the record to verify that the Incident is one that you should own. The tabs and fields listed here contain information that you might use to verify that the Incident is one that you should own. We will explore additional tabs that contain information you might use during research and resolution of the Incident later in this course.

June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The Incident Details contains several pieces of information that you can use to determine whether or not the Incident should be assigned to you, as well as to identify the details about the issue.1. Review company and contact: Review the company and primary contact information. If you need to request additional information about the issue, the contact information from the hover field provides you with the contact name and phone number. Additional contact details are available from the Contact tab.2. Review affected items: The Affected Items section identifies the Affected Service and Affected CI. More details about the Affected Items can be viewed by clicking the Find Related Information button in the Service or Affected CI field.Note that the Service and Affected CI fields include the Smart Indicator tool. Course 143387, Getting Started: The Basics, describes how to use the Find Related button and the Smart Indicator tool.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Because the concept of Service and Affected CI are important, well review the definitions presented in the Case Administrator course.A Configuration item is any component of the IT environment that that HP supports. They are typically referred to as CIs.Two fields are used identify the specific component, or Configuration Item that is being report; these fields are Service and Affected Configuration ItemThe Service field identifies the service the customer is reporting an issue with; they enable the customer to report an issue with a service in terms that they are familiar with. An example of a service is Email service. The Affected Configuration Item field identifies the specific CI that needs to be restored or repaired, or the CI where the reported service CI resides.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:3. Review detailed description: The Incidents Description field, which appears in the lower section of the Main Fields section, provides detailed information about the issue or event.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The Incident Details tab contains several pieces of information that you can use to determine whether or not the Incident should be assigned to you, as well as to identify the details about the issue.1. Review ticket categorization: The ticket categorization fields identify the purpose of the Incident Record.2. Review Service Triplets: The Service Triplets categorize the issue and identify the service to be restored. If a CI is associated with the issue, the categorization is typically based on that CI. 3. Review Impact, urgency, & priority: The impact and urgency of the event, as well as the Incidents priority, help you to prioritize your workload. If, for any reason, it is necessary for you to change the impact or urgency value, be aware that it can change the Incidents priority. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:When the Priority of the Incident is Critical, you must create a Problem Record and link it to the Incident. To create a related Problem RecordCreate related Problem Record: From the Detail Options menu, select Related/Problems/Open. Course #144706, Problem Management for Problem Initiators describes how to complete and save the Problem Record.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:In the process of reviewing the Incident and gathering further data from the customer, you may discover that the Incident has been misrouted, and should be assigned to a different FLS or SSP assignment group. To reassign the Incident1. Delete assignee name: From the Incident Details tab, select the value in the Assignee field with your cursor and press the Delete key on your keyboard to delete the name. 2. Delete Assignment Group: Select and delete the value in the Assignment Group field. 3. Select Correct Assignment Group: When both fields are empty, click the Fill Field button on the Assignment Group field and select the correct Assignment Group field value. Incident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:After you reassign the record, you must provide an update.4. Select a Update Type: In the Activities tab, Update sub-tab select the Type field value, in this example it is Operator update5. Activity details: Enter a detailed description of the action you took. 6. Save the record: Click on the Save button to save the update. Service Manager sends a notification to the members of the assignment group and increments the reassignment counter. Incident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:You should carry out the appropriate actions to resolve the Incident.Review the actions taken within Service Manager as part of researching and resolving the issue. Note: Completing some of these actions is beyond the scope of this course; however , we will discuss reviewing the Incident record and how to document your activities.Important: If you find a solution in the Knowledge Base, do not use the Use Solution option as it will not correctly close the Incident and related Interaction. You can, however, copy the Knowledge solution to the clipboard and paste it into the Incident record. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The Incident record tabs listed here contain information that you might use for research and resolution. You can use these tabs in addition to the tabs that we previously discussed. Although we will briefly explore the contents of these tabs, they are not the only tabs that contain useful information you can use to research and resolve the issue. You also have additional resources that are outside of Service Manager available for use during research and resolution; use of those resources is beyond the scope of this course.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The Historic Activities sub tab of the Activities tab provides a summary of actions taken on the Incident record. For each event listed on the tab, Service Manager displays the date and time that the event took place, its type, the login ID of the operator who took the action, the elapsed time, and a description of the action. The activities include actions taken by agents as well as those taken by Service Manager, such as the SLT updates and the update related to the Interaction update. You can filter the activities by selecting a specific activity type from the drop-down list and clicking on the Filter button. For example, to view only the Analysis and Research entries, select Analysis/Research from the Filter By Activity Type drop-down list and click on Filter.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The History tab contains Incident management information. The activity summary identifies when the Incident was opened, resolved, reopened, and closed, as well as the most recent update. The source of the activity and the date and time at which the activity occurred are also listed. The source of the activity can be an agent or Service Manager.The SIM information provides the name of the SIM assignment group associated with the Incident. If the priority of the Incident is equal to or exceeds the SIM Priority Threshold, the SIM receives a notification when the Incident is opened and the SIM Priority Threshold title appears in bold. In this example, the SIM threshold is Average, so the SIM is notified about any Incident whose priority is Average, High, or Critical. Because this Incidents priority is High, the SIM has been notified and the title is in bold text. The SIM Threshold value is specified as part of the customer record at onboarding.The ILC information identifies the ILC assignment group that is responsible for ensuring that the Incident is resolved within the SLT timeframes. This assignment group will receive SLT warning and breach notifications. Each assignment group is affiliated with the RMC tower, the GSD tower, or is shared between the RMC and GSD towers, and some ILC groups have no tower affiliation. ILC groups are assigned to Incidents based on the affiliated tower and customer. The tower associated with the ILC group appears in the Owner field.The bounce counter, or number of times that the Incident has been reassigned to a different assignment group, and the reassignment threshold at which the ILC group is notified appear below the ILC information.Single Workflow, or SWF, applies only to Incidents that are automatically generated by event detection systems, such as OVO, and supports the ability for RMC agents to engage deep-level teams who use legacy workflow systems. These fields contain values only for Incidents that are generated by monitoring tools. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Although these fields contain values only for Incidents generated by monitoring devices, the fields appear on all Incidents. These fields are blank on Incidents that are not part of the Single Workflow.This table describes the field values for RMC Incidents. OVO Mode: Thisfield is populated by the Automation Bus when the Incident is created, based on information from the CI. The value in this field is used to determine if Incident updates will be passed to the Automation Bus.A value of AB indicates that the Incident was created by the Automation Bus and is not for Single WorkflowA value of SWF indicates that the Incident is for Single WorkflowA value of JET indicates that the ticket was created by JET and is not for Single WorkflowThe Legacy ID# identifies the ID number of the record in the legacy system.The AB Retry Count displays the number of times that Service Manager attempted to pass the Incident to the Automation Bus. When the value reaches 3, the ILC is automatically notified.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:If there are special working instructions associated with the customer and your assignment group, the Working Instructions tab appears on the Incident Record. A message will appear in red just above the Title filed in the Incident Record to Look at the Working Instructions. If this tab is present, be sure to check it for instructions before beginning work on the Incident.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:The Additional Information tab details information needed by the WFM agent when the Incident is exchanged with WFM. The tab contains the WFM Hardware details as well as the temporary address of the CI, if the Temporary Location checkbox is checked in the Main Fields section. The temporary location identifies where the WFM agent will find the CI that needs to be restored. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:Agents should regularly check the Historic Activities for updates populated from the related Interaction. Remember that the Case Administrator can add activity updates to the Interaction that populate the Incident; these updates might contain information that the customer provided in response to a request that you made, or might provide additional information about the issue.You can easily identify updates populated from the Interaction by the update Type, which also includes the Interaction from which the update was made.Remember that the only two update types that populate to the Incident are Update from customer and Communication with customer.

Incident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:When working to resolve the Incident, you are required to update the Incident record to show your progress. You document your progress from the Update sub-tab of the Activities tab. If you make an update to the Incident Record and fail to add an activity update, Service Manager displays a message when you attempt to save the record and will not save the update until you add the activity update.1. Activity type: From the Type drop-down list, select the activity type that best describes the action you took.2. Activity details: Enter a detailed description of the action you took. This information will be used by Case Administrators who are providing status updates to end users. 3. Visible to customer: To make the update visible to the customer and from the Interaction Record, select the Visible to Customer checkbox.We will review the guidelines for when you should make the update visible to the customer in a few minutes.4. Save update: Save the Incident Record. The update becomes visible from the Historic Activities sub tab of the Activities tab. If you selected Visible to Customer, the update text is visible from the Interaction Record and is visible to the customer.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:You should use caution when making the update visible to the customer and follow these guidelines.Review the guidelines.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:Service Manager provides the capability for you to send ad-hoc emails from an Incident. Details about sending ad-hoc emails is described in job aid #36848, Sending ad-hoc emails and is available from Grow @hp.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:When it is appropriate to make the update visible to the customer, you should keep several factors in mind.When making updates for Priority1 and Priority 2 Incidents that document attempts to contact the customer, include the content of emails you send as well as voicemail messages you leave for the customer. Make these updates visible to the customer to create an audit trail that is visible to HP and the customer, and so that other agents can respond to customer inquiries about your activities.When making updates to Master Incidents that have related Duplicate Incidents for multiple customers, avoid referencing any customer-specific information when making the updates visible to the customer.Ensure that all comments are acceptable for the customer to view.Spell check your comments by using the spell check button at the far right of the Editor toolbar.Incident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Service Manager provides three Activity Type codes that you can select to indicate that you are waiting for a response from another party. These codes change the Incidents status to a Pending status. This table describes when to use these Activity Type codes, the associated status for each one, and its effect on the SLT clock.Important: You should select Waiting for customer only when there is a valid reason to wait for the customer to respond.Note: The Resolve button is not available from the Editor toolbar while the Incident is in Pending status. You must move the Incident back to Work in Progress status to enable the Resolve button.Although the SLT clock suspends while the Incident is in Pending customer status, it continues to run while the Incident is in Pending other and Pending vendor status.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Because the SLT clock is suspended while an Incident is in Pending customer status, it is important that the Incident is returned to Work in Progress status when you receive the answer. When you select the Activity Type of Waiting for Customer, Service Manager prompts you to set a reminder for the Incident. This helps you to avoid leaving the Incident in Pending customer status beyond the time it should be in that status. This is important because the SLT clock is suspended and should not be left suspended beyond the time it takes to receive the answer from the customer.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:When you set the Pending status reminder, you choose from two reminder options. The first option we will explore is the option to be reminded at a specific date and time.Incident into Pending status: Specify an Update Type of Waiting for customer. Save: When you save the Incident, you are prompted to specify reminder information.3. Date and time: Select the Remind At radio button to be notified at a specific date and time. 4. Reminder time: Select the date from the calendar, then specify the reminder time. Be sure to set a time that is during your normal work hours and that is not a time when you have scheduled time off.5. Reminder trigger: From the drop-down list, select the situation that will trigger the reminder.6. Reminder method: From the pop up options of Pop-up, Page, Email and SM Mail select the option that is convenient for you. At present the Page and SM Mail options are not working. In this example the Pop-up radio button is selected and will cause Service Manager to display a pop-up message at the specified time.7. Reminder text: Specify the text of the reminder message. Hint: Include the ID number of the Incident in the reminder notice so you can quickly find the Incident.8. Reminder complete: When you have completed all the reminder fields, save the reminder and return to the Incident record by clicking the OK button.The status of the Incident becomes Pending customer and the SLT clock suspends.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Now we will explore how to set the Pending status reminder to display after a specified amount of time has elapsed.1. Incident into Pending status: Select Waiting for Customer from the Update Type drop-down list and save the Incident. The Set Reminder screen appears.2. Elapsed time: Select the Remind In: radio button. 3. Work schedule: When you choose to be notified after a specified elapsed time, you choose the work schedule that will be used to calculate the elapsed time. This should correspond to your work schedule.4. Remind after: Enter the elapsed time after which you want the notification to display; specify the elapsed time in the format days hours:minutes:seconds. If you want to be reminded in 1 day, enter 1 00:00:00, do not enter 24:00:00.5. Reminder trigger: From the drop-down list, select the situation that will trigger the reminder.6. Reminder method: From the pop up options of Pop-up, Page, Email and SM Mail select the option that is convenient for you. At present the Page and SM Mail options are not working. In this example the Pop-up radio button is selected, 7. Reminder text: Specify the text of the reminder message. Remember to include the Incident ID number.8. Reminder complete: When you have completed all the reminder fields, click on OK to save the reminder and return to the Incident Record.The status of the Incident becomes Pending customer and the SLT clock suspends. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Based on the parameters you specified, Service Manager reminds you about the pending Incident. If the method that you specified is Pop-up, when the specified conditions are met, Service Manager displays the reminder in the Message region.Note: If you are not logged in to Service Manager at the time the message is scheduled to display, you will not see the message, it will not display when you log in later, and it will not be available by using the Messages & Alerts button.View messages & alerts: You can view previously displayed reminder messages, as well as other Service Manager messages that Service Manager displayed during the current session, by clicking on the Messages & Alerts button. You might want to make it a habit to periodically check Messages & Alerts to ensure you do not miss any reminders for Incidents in Pending status.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:To proceed with resolution, you must return the Incident to Work in Progress status from a Pending status. This applies to all pending statuses, not just Pending Customer.1. Return to Work in Progress status: From Update sub tab of the Activities tab, select Resume work in progress from the Update Type drop-down list and enter a description into the Update text field.2. Save the update: Save the update. The status returns to Work in Progress and the Resolve button becomes available on the Editor toolbar. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:When Waiting for Vendor Activity Type is used, you must specify a Vendor in the Vendor field in the Main Fields sectionThe Reference number field is used to record the ticket number open with the vendorThis Activity Type moves the Incident Record into the status of Pending Vendor. This status does not suspend the SLT clock.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:The Incident Record must be in Work in Progress status to move it to Pending Vendor status. To move the Incident Record into Pending Vendor status:Select Vendor: From the Vendor field in the Main Fields Section, use Fill Field to select the vendor from whom you are waiting for a response. Vendor ticket number: Enter the vendor ticket number in the Reference Number field.Select activity type: From the Type dropdown list on the Update sub-tab of the Activities tab, select activity type Waiting on vendor.Enter activity text: Enter activity details into the Update text field.Save the update: Save the Incident. Service Manager moves the Incident into Pending vendor status.The Historic Activities sub tab of the Activities tab records the move to Waiting on Vendor status. In addition, the Journal updates sub tab records the activity text. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsInstructor notes:To put the Incident Record back into Work in Progress status:Remove data: Remove data from the Vendor field by selecting it with the cursor and clicking on the Delete button on your keyboard.Note: The Reference Number field can remain populated or the information can be removed. There currently is no Global Work Instructions surrounding the use of this field. However, if you do remove the information, unless it is captured in activity text, the ticket number is not recorded elsewhere on the Incident Record.Select activity type : From the Type dropdown list on the Update sub-tab of the Activities tab, select Resume Work in progress.Enter activity text: Enter a detailed activity detail into the Update text field. Save the update: Click the Save button to save the updates. Service Manager returns the Incident to Work in progress status.The Historic Activities sub tab of the Activities tab is updated with the change of status to WIP. Any activity text is recorded on the Journal updates sub tab.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Review when Service Manager the start and end time stamps. Service Manager tracks only the start and end times; it does not track elapsed time. The time stamps are used to calculate elapsed time worked to bill the customer.To ensure accurate time stamps and accurate customer billing, always display an Incident you are working on and exit from the Incident record when you finish working on it.In some cases you might need to add or delete time worked. Refer to your local work instructions for information about when you should modify the time worked on an Incident. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Why might you add worked time to an Incident? BecauseTwo agents are working on the Incident together and the second agents time should be addedYou worked on the Incident when it was not displayed, which prevented Service Manager from automatically tracking the time you workedYou can also remove time from an Incident. You might want to remove time when the Incident record was displayed but you were not working on the Incident.To add or remove worked time:1. Add time stamp: Click on the Add TimeStamp button on the Editor toolbar.2. Time to add or subtract: Enter the amount of time you want to add or subtract. To add time, enter the time in the field. To subtract time, enter a minus sign in front of the time. Enter the time in format dd hh:mm:ss, and click on Next. If you are entering only hours, you do not have to add zeros for the days. In the example above, we are adding 1 hour, 23 minutes, and 35 seconds to the worked time. 3. Confirm time: Service Manager converts the time you entered into decimal format. Confirm that the time is correct and click on Finish. If you are subtracting time, it will appear with a minus sign in front of it.4. Dismiss message: When you add or subtract time, Service Manager prompts you to provide an update. You will be unable to save the time stamp until you add an update to the Incident.5. Add update: When you dismiss the add update message, Service Manager displays the Incident Record. From the Update sub tab of the Activities tab, select Operator Update as the Activity Type and enter the reason you are adding or subtracting the time. 6. Save: Save the updated Incident.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:You can view the time stamp entries created by Service Manager while the Incident Record is displayed as well as time stamp entries that you add. The timestamps that you are able to see are only yours, and not the ones from other agents who might have worked on the Incident.1. View time stamp: Click on the View Timestamps button on the Editor toolbar to display the View Ticket TimeStamps screen. The most recent timestamp entry appears at the end of the list. 2. Return to Incident: To exit from the View Ticket TimeStamps screen and return to the Incident, click on the Cancel button. Service Manager displays a confirmation message. When you confirm that you want to cancel, Service Manager redisplays the Incident.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:When an Incident that is linked to an Interaction is resolved, you move the Incident into Resolved status. We will explore how to resolve and close Incidents that are not linked to Interactions later in this course.1. Resolve the Incident: To initiate the resolution process, click on the Resolve button on the Editor toolbar. The Resolve button is available only when the Incidents status is Work in Progress. If the Incident is in another status, you must move it to Work in progress status before you can initiate resolution.Notice that there is no Close button on the Editor toolbar. Incidents that are linked to an Interaction are closed by Service Manager when the last Interaction linked to them is closed. You cannot manually close an Incident that is related to an Interaction.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:From the Resolution sub tab of the Actions/Resolution tab, complete the resolution information.2. Select closure code: Enter mandatory closure code, using the Fill field option. 3. Click first call resolution: When a caller is warm transferred to you and you resolve the Incident during your first contact with the caller, you can specify First Call Resolution on the Incident record.The field should be checked only when the caller has been warm transferred to you and you resolve the Incident during that call. 4. Edit cause code (optional): If the code was populated from the Interaction and if it is necessary to modify it based on information uncovered during resolution, modify the value at this time. If the code was not populated from the Interaction and you know the cause, specify a value for the Cause Code by using the Fill Field option. Although this field is not mandatory, it might be required for some customers; check your local work instructions to determine whether the field is required. Because this information is used for customer reporting, it is strongly suggested that you accurately complete this field whenever you know the value. The Solution field is updated based on selection for Closure Code; you can add additional information as appropriate.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Three closure codes are intended for use only by RMC agents. Although these codes appear in the Closure Code list for non-RMC agents, they are to be used only by RMC agents.The Closure Code Misrouted Ticket is to be used by RMC agents when a case has been misrouted to HP and should have been routed to another outsource service provider, such as IBM. This code is not to be used for internal misroutes.The Closure Code Void is to be used by RMC agents when the case was created in error or is for testing purposes and it should not be used or be available for SLA reporting.The Closure Code Other will typically be used when an agent selects a non-standard closure code in one workflow tool and the Automation Bus needs to map it to a valid value in another workflow tool. Its use tells the RMC agent that a non-standard closure code was selected if mapping was involved or that the responsible agent did not believe the existing code choices described the case closure situation.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Occasionally a ticket is opened for a security issue or an issue that is sensitive and for a variety of reasons, the customer (whether it is an external customer or HP), might want to handle the issue themselves to avoid disclosing confidential information. An example of such a situation might be one in which there is a police investigation; the customer or HP might prefer to keep that confidential and avoid making it visible through the Interaction or Incident ticket. In these situations, we hand off the ticket to the account and select Handoff to account team, or to HP-IT security and select Handoff to HPIT security.To hand off the ticket, close it using a handoff Closure Code. Not all customers require a handoff in for security of sensitive issues. If you have a ticket that you think should be handed off, check your local work instructions to see if a handoff is required for the customer.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:After you have specified all closure information5. Save the Incident: When you save the Incident, Service Manager automatically moves any linked Interactions into Resolved status and suspends the SLT clock. If the closure method on the Interaction is passive, an email is sent to the caller and the verification clock starts. When the verification time expires, Service Manager closes the Interaction. If the closure method is active, Service Manager sends a notification to the owner of the Interaction who obtains positive confirmation of the resolution and manually closes the Interaction.When all Interactions linked to the Incident are closed, Service Manager closes the Incident.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The closure method specified on the Interaction that is linked to the Incident determines what happens when the Incident is resolved.When the closure method is Passive:The Incident and its linked Interaction(s) remain in Resolved status for a pre-determined timeframe. This timeframe is agreed between HP and the customer. During this time the caller can contact the Service Desk to dispute the resolution and the Incident can be reopened.At the end of the pre-determined timeframe, Service Manager automatically closes the Interaction. When the closure method is Active:The Incident and any linked Interaction(s) remain in Resolved status until the customer is contacted and positive confirmation is obtained. When positive confirmation is obtained, the Interaction must be manually closed.Regardless of the closure method, when all Interactions that are linked to an Incident are closed, Service Manager automatically closes the Incident. It is important to note that the Incident does not close until all related Interactions are closed.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:If the customer disputes the resolution, an Incident whose status is Resolved can be reopened. When an Incident is reopened its status returns to Work in Progress and the SLT clock resumes. Service Manager sends a notification to the Incidents assignee.Incidents are reopened by Case Administrators and is described in Course # 143396: Incident Management for Case AdministratorsJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Remember that the Interaction triggers closure of an Incident. When an Incident is not linked to an Interaction, closure is not automatically triggered and you must manually close the Incident. This applies primarily to RMC agents who resolve Incidents generated by monitoring tools. Important: The only Incidents that can be manually closed are those that are not linked to an Interaction.Incidents that are not related to an Interaction can be closed at the time they are resolved in a single step when positive confirmation of the resolution is not required. When positive confirmation is required, the Incident can be moved into Resolved status and saved, then manually closed after positive confirmation is obtained.When you perform a mass resolve on Incidents that are not linked to Interactions, you can also perform a mass close on them. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Resolving and closing an Incident with no linked Interaction is similar to resolving an Incident that is linked to an Interaction. However, in addition to following the steps to resolve the Incident, you can manually close it at the same time.1. Resolve the Incident: When the Incident is in Work in Progress status and the issue has been resolved, click on the Resolve button. Service Manager moves the Incident to Resolved status and adds the Not Resolved button to the Editor toolbar; this button enables you to reopen the Incident. However, note that because this Incident is not linked to an Interaction, Service Manager also adds a Close button to the Editor toolbar. The Close button appears on the Editor toolbar only for Incidents that are not related to an Interaction.2. Document resolution: Documenting resolution for these Incidents is the same as documenting resolution for an Incident that is linked to an Interaction.3. Close the Incident: Click on the Close button to close the Incident. Service Manager moves the Incident into Closed status and it cannot be reopened. If the Incident requires positive confirmation of resolution, do not close the Incident after resolving it. Instead, save it in Resolved status. When you have positive confirmation, click on the Close button to close the Incident. Check your local work instructions to determine whether positive confirmation is required.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:When you cannot resolve the Incident through the standard process, elevate the Incident to the next level of support or obtain approval from the management review level to trigger the Escalation Process. Elevating an Incident to the next level of support and obtaining additional support is covered later in this course. June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Ask for and answer any questions.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:When you update the Incident to reflect the customer response, select the Activity Type Resume Work in Progress to return the Incident to Work in Progress and to restart the SLT clock.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:It is necessary to elevate the Incident to a higher level of technical resource either because of SLT triggers or because the documented action is not resolving the incident. You elevate the Incident by transferring it to another assignment group.Many forms of additional support are available to you. In this section, we will discuss engaging:Support SpecialistsTactical Incident ManagerStrategic Incident Manager Topic duration: This topic should take 11 minutes to complete.Topic objectives: Upon completion of this topic learners should be able to:Identify when an Incident should be elevated or additional support should be engagedState how an Incident is elevated to a Support SpecialistState when and how a Strategic Incident Manager is engagedState when and how a Tactical Incident Manager is engagedJune 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:The Support Specialist is responsible for resolving, or helping to resolve, complex issues that cannot be resolved by the First Level Support agent.The Support Specialist can be engaged at any time during the lifecycle of an Incident. You engage the Support Specialist by reassigning the Incident to a Support Specialist assignment group. When you assign an Incident to another workgroup, Service Manager increments the reassignment counter, also referred to as the bounce counter.June 2009 HP RestrictedIncident Management for First Level Support and Support SpecialistsIncident Management for First Level Support and Support SpecialistsJune 2009 HP RestrictedInstructor notes:Before you engage the next level of support, it is critical that you update the Incident with detailed information about what research you have performed and what solutions you have tried, as well as why any attempted solutions were unsuccessful. This provides the next level of support with sufficient information to immediately begin work on the Incident without contacting you for additional details. After you have updated the Incidents activity log, reassign the Incident.1. Clear assignment fields: With the cursor, select the values in the Assignee and Assignment Group fields, then delete the values.2. Select assignment group: Use the Fill