Self Service Overview and Navigation Transcript
Slide Transcript
1 “Self Service Overview and Navigation”
Welcome, the Information Technology Department is excited to announce a new and exciting resource that
has been made available to all City Schools employees. Self Service will allow employees to submit tickets to
ITD directly without having to call into the call center for support. An integrated Knowledgebase and FAQ
section will also allow employees to search for answers to common issues. The new Service Catalog will now
allow employees to submit Audio Visual, Disposal, and User ID\Access requests in one central location.
2 “Objectives”
In this session, participants will become familiar with the overview and navigation of Self Service, submitting
incidents and service requests within the system. Additionally employees will become familiar with
accessing the “My Items” section of the site to review submitted incidents and request, and how to access
the FAQ’s and Knowledgebase.
3 “Critical Issues”
Please note for time sensitive or critical issues please contact the Call Center directly to get real time
support. No Dial Tone and No Connectivity Issues can be reported online as these requests go directly to a
support team.
4 “How to access Self Service”
The new Self Service portal is accessible on any internet connected device including tablets and mobile
phones. The direct URL for the site is https://baltimore.saasit.com which will be available on July 1st. ITD will
also have the main ERP Portal, City Schools Website (under for employees) & TSS Blackboard sites updated
with this link and push out a desktop shortcut to allow access to the new system. Users with just the Self
Service role will go directly into the new system. Users will multiple roles like Principals and Central Office
support staff will first go to a “Select a Role” screen where they can select which role to access. Additional
training will be provided to staff with multiple roles.
5 “Navigation”
Once logged into the system the first step you will want to complete is to click on the navigation menu in
the upper left hand corner of the screen it looks like 3 bars, once expanded you can click on the thumb tack
to pin the navigation menu in place. From here users are able to access the main functions of Self Service. In
addition to the navigation menu employees can directly access resources on the main home page which
gives access to the “My Items”, “Announcements”, “Service Catalog” and “Knowledgebase”.
6 “Service Catalog”
The Service Catalog allows employees to submit Incidents and Service Requests in a central location without
the assistance of ITD. All employees will have access to submit a “New Incident” or select from Pre-defined
incidents for No Dial Tone on a single line or the entire school as well as No Network Connection in a single
location or entire school. Additional Pre-defined incidents will be added at a later time based on need.
Service Requests are also located within the Service Catalog and provide users with a new location to submit
User ID Forms instead of going into ‘eForms” as well as submitted Disposal and Audio Visual Set up requests.
7 “Submitting an Incident”
To submit an incident to ITD employees will first need to click on the Service Catalog and click on the “New
Incident” icon. This will open the Incident Reporting template that will open a ticket to the ITD Call Center
for assistance, if your incident needs to be assigned to another team for support the Call Center will assign
the incident as needed. The required information to submit an Incident are: Customer, Phone, Summary,
Description, & Room Number. Additional fields are available such as workstation ID, Location (if user is at a
different location then listed under customer) Reported by (Use this when submitting a ticket for another
employee).
When entering the customer information employees can search for a customer based on their name,
employee number, or email address. Once the customer information has been located click on the search
result to populate the information. If you are submitting the request on behalf of a contractor enter “99999”
or contractor into the customer field and provide the contractors name in the contractor name field and
Self Service Overview and Navigation Transcript
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supply your contact information in the requested by section.
Provide the best contact number and an alternate contact number if available to allow for easy contact for
follow up or support.
Enter in a Summary this is the main issue that you are reporting for example: Email not working, Printer not
printing.
Enter a Description of the issues being presented, to assist in faster support of your incident request please
provide all important details to the request such as error messages, what you were doing when the issue
started or the make and model of any equipment having the issue.
If the issue is impacting your workstation make sure to enter your workstation ID in the identified field along
with the room number where the issue is happening.
In the event that the location listed under the customer is incorrect which will be the case for contactors or
staff that work a multiple locations enter the location information by typing in the schools name.
Once all required information has been entered click on SAVE at the bottom of the page no other fields
need to be modified your saved incident record will now show in the “My Items” section. For Emergency or
time critical issues please call into the call center directly to report the issue.
8 Interactive Self Check
Which items are required to be included in an incident submission you create for yourself? Check all that
apply.
9 Interactive Self Check
Select where you would enter your name when creating an incident for yourself.
10 Interactive Self Check
What is acceptable in the Customer field when creating a ticket for a contractor? Check all that apply.
11 “Submitting a Service Request”
Currently there are three Service Requests that can be submitted: User Access, Audio Visual Setup and
Disposal Requests. To submit a service request click on the Service Catalog and locate the form you wish to
submit. Note that these are custom made forms that do not look like the Incident templates, enter all
required data on the form and click on Review & Submit when completed to review and save the form.
The User ID Request form that used to be located within eForms has now been moved into the Service
Catalog and will be submitted directly into the ticketing system for approvals and processing. As before
when submitting a request for a new contractor enter the end date for the contractor. If no end date is
listed the contractor will only be granted rights for 90 days.
Interactive Self Check
Click to create a Service Request requesting access for a Contractor to input attendance on Infinite Campus
at your school.
12 Interactive Self Check
What required field will appear after selecting “Contractor” for employee status on a user ID request form?
Check all that apply.
13 “Knowledgebase”
The Knowledgebase will become a central repository for knowledge articles from ITD and other Central
Office departments, this searchable database will allow users to search for knowledge documents that can
provide guidance on how to resolve common issues or alert employees that an incident needs to be opened
for a specific issue.
Employees can navigate the Knowledgebase by completing a search in the upper right hand corner of the
Self Service Overview and Navigation Transcript
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screen or by using the drop downs to filter the knowledgebase to their needs. By clicking on an article
employees will be able to review the information listed, rate the article and provide comments if the article
was or wasn’t beneficial. Articles that are highly rated will normally be the first to show in your results list.
The knowledgebase will have the following types of articles: Knowledge, Document, Error Message, issue
and Resolution, Patch, Q&A, and Reference which can be sorted via the filter options at the top of the
screen. Please note at the initial launch of Self Service this section may be limited; however as new
knowledgebase articles are created they will be added.
14 Interactive Self Check
Click where you would search the knowledgebase.
15 “FAQs”
The FAQ’s section of Self Service is designed to provide employees with a location where common questions
that are asked to ITD or other Central Office Departments can be reviewed. For example questions on how
to reset your Network or ERP password can be located in this section along with links on how to access the
tools. Just like the knowledgebase employees can use the search field in the upper right hand corner of the
screen to conduct a search of the FAQ section or select a category to filter results. Please note at the initial
launch of Self Service this section may be limited; however as new FAQ’s are created they will be added.
16 Interactive Self Check
Click through the path to access the FAQ’s from your Self Service home page. Great! Now where would you
click to go back to your Self Service home page?
17 “My Items”
The My Items section of Self Service can be accessed from the main navigation menu or from the homepage
of Self Service. Within My Items an employee can review submitted Incidents and Service Requests that they
have submitted via self-service or called into the call center. Employees will have the ability to review the
notes on an open incident from support teams and provide updates to the incident via the New Notes
section which includes the ability to attach screenshots if requested by a support team. Employees will also
have the ability to close an incident if the issue resolved itself before it was responded to by a support team
by accessing the incident.
The My Items section will prove to be a great resource for tracking tickets that have been submitted as
employees will be able to go back and review tickets they have submitted and see what was done to resolve
the issue potentially allowing for issues to be resolved without need for a new incident to be opened.
Service Requests can also be reviewed within the My Items section which allows the submitter to review the
status of the request.
18 Interactive Self Check
Click where you can view all the incident and service requests you have submitted.
19 “Alerts” & “Announcements”
Alerts and Announcements allow for communication of current or upcoming issues or changes that may
impact employees to be communicated.
Alerts will scroll across the top of the Self Service page and will notify employees of any Outages or System
impacting issues that are currently being worked on by ITD teams.
Announcements will be located within the announcements section of self-service these notifications will be
used to share important information with employees such as maintenance timeframes which can impact a
user’s ability to access a resource such as email or ERP.
20 Interactive Self Check
Click where you would see alerts in the Self Service home page.
21 “Settings & Log Out”
Settings within Self Service allow a user to change the language of the system as well as change their current
Self Service Overview and Navigation Transcript
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role, users with only one role will not have the ability to change roles.
To log out of the system employees can click on the logout which will return them to the main login screen
or close out of the internet window or tab.
22 Interactive Self Check
Click through the path to logout of Self Service. Great! Now click the submit button.
23 “Closure”
Thank you for taking the time to complete the Self Service online training. You should now be familiar with
Self Service and the features the new system provides. If you have any trouble accessing the system after
July 1st. Please contact the ITD Call Center for support at 443-984-2000.
