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1.1. Point of C 1.2. Service O 1.3. TDS OnT
naged Services
b Portal Flow D
3.1. Home Pa 3.1.1. Prio 3.1.2. Tic 3.1.3. Tic 3.1.4. Tic
3.2. Ticket M 3.2.1. Inc 3.2.2. Pro 3.2.3. Cha 3.2.4. Oth 3.2.5. Cha 3.2.6. Tic 3.2.7. Cre 3.2.8. Sea
3.3. Configur
3.4. Performa
3.4.1. Nav 3.4.2. Exp 3.4.3. Per 3.4.4. Res 3.4.5. Per
3.5. Service L
3.5.1. Ava 3.5.2. Loc 3.5.3. Ser 3.5.4. Eve 3.5.5. Del
3.6. Compan
3.7. Charts P
s Portal Page F
age ority 1 Incident
ckets by Age cket Status by I cket Status by S
Management cident Managem oblem Manage ange Managem her Manageme art Manageme
cket Details eate Tickets arch Tickets
ration Managem set List set Details cuit List cuit Details
ance Managem vigating Repor port to Excel rformance Ove sponse Overvi rformance Deta
Level Managem ailability Manag cation Availabil rvices ents List by Se livery Governa
y Account Info rsonnel List cation List tification List tification Detail
Properties arts Overview arts Zoom
mation
Flow
t
ment
• GOC tickets
Service Man Steven Shepp Service Level following activ
• Serve • Track • Ensur • Invest • Monit
Contact Metho • RFC a • Electro • Teleph
Escalation M The following in
• GOC S • Steven • Senior • Senior
Contact Metho • Teleph
Engineers m s based upon
Network Ope reviewing tick
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Questions : goc@tdsm Portal: www.
nager (SM) pard is your a Agreement (
vities: es as an esca ks all Request res that the es tigates and re tors and repor
od and Service Re onic Mail: goc hone: 1-888
Matrix ndividuals may Shifts Lead – D n Sheppard – S r Director MNS r Vice Presiden
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monitor the ne n network alar rations Cent
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Resolution Pr work the probl e to resolve th r account.
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1.2 SER
Network De
Fault & Config
The Fault and C and Change Ma Operations cen heir logical or p
up to date and t
Secure Interne
Device Monitor
WAN/LAN infra
Unified Comm
The Service pro embedded Cisc device) for cust LAN devices in Series system.
Managed VPN
VPN routers, sw DCE) including
DSU/CSUs and
VICE OVE
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physical faults. that change re
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astructure supp
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–
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Management le TDS customer’ nd writes acces Configuration quests are com
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anagement –
nitoring and ma ess Voicemail/A Managed Servic ches that are re
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0 VPN gateway Out of Band ac ert DSU/CSUs
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s are supported SUs including S
the network co
tion, Trouble Re ice, the TDS M ir configuration that the device and business n
malware and sp
etwork devices oice communic
motely by TDS M
ns 500 Series ( nnect IP phone erface as part o rs to each othe
vices, transpor communication
esolution, Con Managed Servic ns, and address e configuration needs.
pyware threats
s, transport and cations. The cu Managed Serv
UC500) includi es to the Cisco of this offering. er and to the loc
rt and protocols ns. The networ
unication Equip able, Intelligen
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s that rk, devices
• The po • The do • The do
2 MAN
OnTarget P
iant Managed S ortal enables e s based on tick
ortal URL is: h ocument provid ocument acts a
NAGED SE
Services Porta nd users to cre et type, age, et
https://www.tds des detailed de as a step by ste
RVICES P
managedservic escriptions of th ep guide for En
ORTAL PA
AGE FLOW
es. e use of the po
W
ortal and its fea
atures.
4
me Page Dash
ve a collaborat
5
classification is
classification is
in hours: 0-4
segment of th
4 + hours. Click
– Pie Chart of
the Count of
urs, 8-24 hours
e Stack Chart
g 3.1.2a – Stac
ck Chart of Tic
t of tickets (Fi
days. For add
ig 3.1.2b) corr
ditional informa
only for subty
ng columns:
mitter, Status
ypes which ha
on, Summary,
Created Date
type
to the service.
nly for subtyp andN” has 3 U
Clicking on a R
pes which hav Urgent/High tic
Red button brin
ngs up the ticke
et list of Urgent
OBLEM MA
oblem Manage
n Tickets’ show
ch individual T
Ticket ID brings
kets, filter ticke
de detailed info
Problem Ticket
3.2.3 CHA
ox is provided o ests, ‘All Open s.
ndividual Ticke sort tickets, filte
ANGE MAN
hange Manage
on the top of th Tickets’ shows
t ID brings up t er tickets, navig
AGEMENT
er and Status.
s charts showi
tus’. For more
n Tickets’ show
t tickets, filter ti
he list where the s a list of all op
the ‘Ticket Deta gate to differen
T:
the ‘Ticket Deta
e user can filte pen problem tic
ails’ page, whic t pages and ex
menu for ‘Ticke
er records by ‘A ckets and ‘Prim
ch provides de xport list data to
et Managemen
columns includ
ist Page
tailed informat o Excel.
t’ brings up th
de Ticket ID, D
kets by age’, ‘P
nding Tickets’ c
ion of the ticke
ion of the ticke
te, Item, Summ
on top, RFI,
Tickets’ shows
t tickets, filter ti
the ‘Ticket Deta
ts List
Other Tickets
Clicking on ‘Prin
Clicking on the Asset/Circuit/Ap
ys all data rela
allows a user to he text area for
nt Ticket’ allow
Service brings pplication. Clic
ated to RFC T
ws printing of th
s up the list pag king on it takes
Tickets (in this
for the ticket
e ticket.
r, brings up a to e ‘i’ button on t
ge of ‘Events’ a s the user to th
case). From t
type, the use
navigate to pa
ooltip with addi he location, bri
attached to that e CI Detail pag
the charts use
tional informat ings up a toolti
t particular serv ge, say an Asse
ers can further
vice. A CI is an et Detail page,
r drill down to
n for example.
he Comments
omment values
Fig 3.2.
d. The user will
l have to selec
pe and Item co
will be selected
Fig 3
aintenance, dep
andatory fields
tory fields, the
er’ Ticket Type
cted, the manda
m considers 00
are the mandat
h
e as 1/1/2011 a
get an alert me
option by clickin
o Date’. Once t
ates (Created
the search crite
owing columns:
ng on the Ticke
ng on the Circu
ng on the Appli
uit name brings
cation name br
of the page brin
Notification Det
the Notification
Status.
hown in Fig 3.3
3.4 PER
ched To data br
gs up the ‘Even
nal tab to selec
age brings up t
kly’ and ‘Month
ng reports are
pon clicking the
y default, ‘Daily
2. Clickin
3. Clickin
4. Clickin
5. Clickin
ng will get a
ng will get tod
ts ng will get a r
ng will get a
ng will get the
rts ng will get a r
ng will get a
ng will get the
ports (Real Tim ng will get a r
ng will get a
ng will get the
eds to be expa
report of 6 hou
e last report ge
report of the ne
report of 6 hou
urs prior, from t
he day for whic
e day for which
e day for which
rom the week fo
the week for w
he time for whi
or which the re
tion) and Figur
the bottom rig
vided in Perfor
ved. Applicatio
provides inform
will also be prov
me page. A lin
mation regardin
e contains a lis
ragments of the
er to the approp
er records by th
cel.
g on the ‘+’ im
the Ticket ID c
’ image lists th
.3a Services L
VERNANC
n from the top
ticket. The ‘+’
over the b
ST
3.6.4 N
The Notification
page where all
ewed by clickin
icking on the in
n Items
f that person i
the keyboard. U
ular fragment o
ons… menu.
Fig 3.7.
on the close but
tton available i