1

2

We aren’t just supporting the technology, we are the people supporting the customer (students and staff) with technology as the enabler

3

4

The Change Management and Problem Management functionality are not being covered in this roll out

5

This slide shows a very simple high level overview of EMS and Footprints

Enquiry Management (know as EMS) is a tool that supports your existing processes and policies

Footprints 12 is the software that will enable you to log and mange the enquiries, questions, incidents, tasks, requests etc.

6

Please refer to your accompanying documentation for full details of the classifications that relate to your specific department and teams

7

In most cases agents will obviously only access the relevant Workspace/s relating to the area that they work

But agents can log calls to other workspaces and allocate them to an appropriate queue

8

However, you really ought to think more about the Queues than specific Workspaces

Calls /Tickets can be logged for other Workspaces to action

Access to a queue is dependent on your role and permissions

In the IT Workspace there are 2 info security queues:• 'Information Security' - anyone in the IT Workspace has read access• 'Information Security Confidential' - only members of the queue have

read/write access

9

Here are high level, generic examples of an Incident, Task and Request

10

Here are high level, generic examples of an Incident, Task and Request

11

Here are high level, generic examples of an Incident, Task and Request

Not all services are onboarding until September, ie: The Wellbeing Team is part of Student Life but are not on boarding until 19th September.

12

Here are high level, generic examples of an Incident, Task and Request

13

You will sometimes be the Agent, the person Resolving Incidents, Completing Tasks and Fulfilling Requests (ie: Answering the Questions)

At other times you will be the Customer (ie: Asking the Questions)

14

Agents are:Able to log calls/tickets for customersReassign calls/ticketsClose calls/ticketsView other Workspace Queues (according to permissions)Access the Knowledge DatabaseDraft, Edit and Add information to the Knowledge Database (dependent on permissions)

Customers are:Able to log their own ticketsView their own ticketsEdit their own tickets – but not close or assign themAccess the Knowledge Database

15

THIS URL WILL CHANGE WHEN THE SYSTEM GOES LIVE – PLEASE CHECK WITH DEN LEACH OR THE IT SERVICES DESKDO NOT USE THIS TEST URL FOR LIVE WORK

The type of Licence given to each user/team will depend on their usage

Access to the Footprints 12 system will be dependent on your role and the permissions given to you

Chrome is the recommended browserOther browsers can be used but be aware that there might be some differences in functionality

16

You will be prompted to Save any unsaved work before you log out

If you are working on a Call and have not saved it and you do not log out other users will not be able to edit the call

17

This home screen displays menus, objects, actions and tabs based on your profile and permissions

It can be displayed in this Expanded View or in Grid View

The Dashboard will enable:

Agents:To log calls to any workspaces that they have been given permission to accessTo access calls/tickets assigned to them using the My Assigned Calls tabTo access all call/tickets assigned to their Teams using Saved Searches added as a WidgetTo access all calls/tickets logged by themselves using Saved Searches added as a WidgetTo access the Knowledge Database

Customers:To log calls to various workspaces, (but not directly to SRS) To view and partially edit any calls/logged by themselvesTo access the Knowledge Database

18

Incidents are events which are not part of the standard operation of a service and that cause, or may cause, an interruption or a reduction of the quality of the service

Each departments and individual users will think of incidents as any of the above and refer to them accordingly

Please refer to your accompanying documentation for full details of the classifications that relate to your specific department and teams

19

The most important point is that the Customer is kept updated throughout the whole process

Please refer to your accompanying documentation for full details of the processes relate to your specific department and teams

20

In some cases the service has to be obtained via a Request Fulfilment

There are usually other implications that have to be considered such as Cost, Time Scales, Compliance

Please refer to your accompanying documentation for full details of the processes that relate to your specific department and team

21

Requests are usually resolved using Work Instructions / Standard Operating Procedures (SOPs)

Please refer to your accompanying documentation for full details of the processes that relate to your specific department and team

22

A screen refresh (F5) will display the customized screen but Users will need to Log Out and sign back in again to use the new Dashboard layout

To return to the default layout use the Restore button

Saved Searches are added as widgets to be quickly accessed

Please refer to your accompanying documentation for full details of how to Customize the Dashboard

23

Use the breadcrumb trail to navigate back through the screens

24

The Status can be changed by the agent manually updating it or by workflow trigger

Please refer to your accompanying documentation for full details of the workflow statuses that relate to your specific department and teams

25

Please refer to your accompanying documentation for full details of the workflow statuses that relate to your specific department and teams

26

A selection of relevant templates will be available for each Workspace

These Templates result in less manual entry and ensure consistency

Please refer to your accompanying documentation for full details of the available templates for your specific department and teams

27

The Default is P4

IT have a workflow in place for P1 (Critical Incident)

Agents must consider:Is the impact minimum or majorHow many people are affected ?How quickly do we have to respond ?

Example 1:• A student cannot access his email on his PC but he can still access his email using

webmail on his mobile device (lower)• A student cannot access his email at all (higher)

Example 2:• A student has a faulty radiator in July (lower)• There is no heating in Founders in December (higher)

28

The User details can be auto populated by entering in a unique User Name (User ID)Press the Enter key or Click on the Link to button to auto populate

The User can be selected from a list if a non unique First Name or Last Name is entered

The User Contact details will be auto populated if a form is used to submit the question or a customer logs the call themselves

All tickets for a particular contact can be picked up by the Contact Name

29

File attachments up to 30 mb can be added

If a larger file is relevant and needs to be added to the Call/Ticket use Sharepoint and include the URL

30

31

Managed Searches can be used to see which searches are available

My Teams Active Calls/Tickets must be added by Agents as Saved Searches

Saved Searches can be set up in Widgets or View Tabs on the Dashboard

Examples:Search for the following Service Catalogues using the search button on the left• Visa letter• Schengen• “Library User Membership”

Please refer to your accompanying documentation for full details of how to Customize the Dashboard and to Create Saved Searches

32

The Preview Panes display lists of Calls, Portfolios etc.

The columns can be customised, sorted and filtered to make it easier to find and select the required information

The Column Filed Name shows in italic/bold when it is being filtered

You an change the number of records displayed per page

33

Each saved or submitted Call/Ticket is given an ID with the relevant Workspace prefix

34

Please refer to your accompanying documentation for full details of the workflow statuses and automated emails that relate to your specific department and teams

35

36

Forms can be filed in to generate a logged call/ticket by Customers

Forms can be accessed from within the Footprints Portal and via the RHUL website

Examples of Forms:

GraduationAV EquipmentBook Suggestions

37

On some screens you just use Right Click to display the dictionary options

On other screens you have to use Ctrl and Right Click to display the dictionary options

38

By selecting the correct Root Cause the reporting will be more accurate

By adding a CSI calls/tickets can be easily followed up at a later date

Root Cause examples:

A ticket might have logged stating that a student cannot get into their halls of residence due to a bent ID card BUT infact the card might be OK, it is actually the door that has warped – so not a problem with the ID card at all

A staff member might log a call to say that Contensis is not working as they cannot login BUT infact they have forgotten their Contensis login - so it is not a Contensis incident but a User Error

39

40

The various Service Portfolio can be accessed from within the relevant Service Catalogues

Agents and Customers can drill down or search

41

The Work Targets section will display breaches of SLA’s

Examples of Reports:

How many calls you have raised?How long they took to resolve?What you were being asked?

42

Call /ticket Quality & Assurance is essential

Accuracy of information will affect Reports, Searches and History Trails

We have an expression - Rubbish in/Rubbish out

Best Practices: Do not use single words such as done, sorted etc.Ensure correct spellingAvoid abbreviations and acronymsConsider the Customer

43

Footprints 12 has a large Knowledge Database available for both Customers and Agents to refer to

44

The Knowledgebase typically contains the following information:

• Processes• To be followed by support staff when completing tasks

• Diagnostic & Troubleshooting Guides• To assist the resolution of incidents

• Policies• Relating to the supported systems and services

• User Guides• Tools

• Underpinning technologies used to assist or perform specific tasks• General Information

• Useful contact details• Answers to FAQs

45

Please refer to your accompanying documentation for full details of the Statuses and Workflows that relate to your specific department and teams

46

25th July 2017 Pilot GroupIT ServicesLibrary ServicesStudent & Registry Services (Student Support & Student Admin only)

19th September 2017Commercial ServicesCareersEstatesStudent UnionFinanceGovernance & Legal Services (Health & Safety)Academic Services (e.g. Educational Development)

47

Please refer to the Enquiry Management web page

Here you can find details of the training schedule for 2017 and access to documentation, User Guides and handouts that will help to support your use of the system

During the Pilot please address any questions to your Champion, your manager, the floorwalker or Den Leach rather than logging a call with the IT Service Desk

Obviously this will change after the main roll out

Den will also be advising you on migrating your existing Footprints 11 tickets across to Footprints 12

48