• IT Professionals
• Service Desk Express Zone
• Basics
  • Developing And Maintaining Meaningful Records
  • Definitions
  • CCS Customer Service Standards
  • Roles and Reponsabilities
  • A Perspective of the Group Administrator
• Customers Requests
  • Introduction
  • A Perspective Of The Customer
• Incident Management
  • Introduction
  • The Lifecycle Of A Problem When the Problem Is First Reported By The Customer
  • The Lifecycle Of A Problem When the Problem Is Anticipated By The CCS Resource
  • Benefits of incident Management
• Getting Started
  • Client Workstation Requirements
  • Logging To BMC Servide Desk Express
  • Navigator Bar
  • Getting Help
• Working with QuickView and Dashboards
  • Quickview Explorer Window
  • Inserting Queries
  • General Information Tab On the Quickview wizard
  • Working With Dashboards
  • Dashboards
  • Creating New Queries Using The Quickviews Wizard
• Creating Queries Using SDE
  • Quickview Explorer Window
  • Working folders In Quickviews
  • Managing Queries within Quickview window
  • Creating New Queries Using The Quickviews Wizard
  • Exporting Data From Quickviews
• First Contact With The Customer
  • Introduction
  • When the Resource Becomes the First Contact
  • Entering INcidents To BMC Service Desk Express
  • Search Knowledge Base
• Inventory Management
  • Working With Inventory Items
• Managing Work Orders - Pilot
  • Creating a Work Order
  • Adding Work Order details
  • Creating a copy of a Work Order
  • Modifying Work Order information
  • Changing the status of a Work Order
  • Closing a Work Order
  • Reopening a Work Order
• Second Contact with Customer
  • Transferring An Incident To A CCS Resource
  • Managing SDE Incident Within Groups
  • Contacting The Cutomer
  • Adding Details To The Incident
  • Providing Status And Progress Of Incidents
  • SDE Escalation Schemes
• Closing the Incident
  • Providing A Fix To Customers
  • Providing Workarounds And Permanent Fixes To Customers
  • Constacting The Customer With A Permanent Fix
  • Re-Opening Incidents
• Collaborative Workspace
• Crisis Management
  • Introduction
  • Identification Of System Failure
  • Confirmation WIth Designated Groups
  • Communication To Clients
  • Using White Board for Recording A Disruption
• Preventive Maintenance
  • Creating A Preventive Work Order
• Reports
  • Viewing A Report
  • Navigating Within A Report
• Manual (.pdf)
• Creating Queries (.pdf)
• Glossary (.pdf)

Service Desk Express (SDE) News
Recent Changes and Updates

 

FAQs

Access Service Desk Express at: https://www.servicedesk.uottawa.ca/sde/

 

Training Information

To register, please contact Alex Dipietro at dipietro@uottawa.ca.

 

Changes and Updates

(22-01-2008)

SDE provides the list of previously published news items as well as tips and tricks under the «Collaborative Workspace, Discussion Forum » section on your SDE navigation bar. Subjects include reporting for the group administrators, standard for entering client ID and more useful information.

If you wish to share some of your comments or concerns, please send an email to the following: dipietro@uottawa.ca

 

(23-03-2007)

For you convenience, a glossary was added to our website. You may access it from the left pane menu of the Service Desk Express training Website.

Since the implementation of Services Desk Express (Friday February 16th 2007) we have been working together to improve this tool, to better facilitate the work of SDE users. Here is a list of some of the modifications that were done on the Work Order module:

• "Increment Call" notifications are now active,
• A field for the "Due Date" was added,
• Email notifications are now enabled,
• "Print Preview" option is now enabled,

 

(16-02-2007)

Service Desk Express in now live and Support Magic is no more since Friday February 16th 2007. The migration from Support Magic to BMC Service Desk Express was the result of many months of preparation and hard work. Looking at the some of problems we encountered at the last migration from Support Magic 4.5 to the 7.5 update we can see that this migration was more than a success.

Here is a few statistics comparing the two migrations (from Support Magic 4.5 to 7.5 and Support Magic 7.5 to Service Desk Express).

Support Magic 4.5  to  Support Magic  7.5	Support Magic 7.5  to  Service Desk Express
None of the accounts was transferred and all had to be created manually. In the process, 20% of our records were lost.	On Friday February 16th, 2 million records was transferred and not one was lost.
No MBA rules or Client Side Business Rules was transferred.	In transferring process only 2 rules out of 80 was damaged.
We were off line for 4 days.	Service Desk Express was up and running by 9 am on Friday February 16th.

 

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