Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Adding Customer Information

The Application Setup - Customer Information page is part of the Application Setup workspace. Use this page to add internal customers or external customers who have purchased a product or service from your company and require support.

This is one step of the application setup process. For more information about this process, including how to access this page, see Setting Up the Application.

See the following sections:

•Adding Classification Information

•Adding Segmentation Information

•Specifying the Services Provided

Adding Classification Information

Use this page to define the type of customers supported by your service organization. The default service desk application configuration provides internal support for your employees and managers.

1.Click Classification. The system displays the Application Setup - Customer Classification page.

At this time, the only option is Internal Support.

2.Click Next to go to the next page.

Adding Segmentation Information

1.Click Segmentation. The system displays the Application Setup - Customer Segmentation page.

Use this page to define how customers are organized within their classification. Customer service may be defined and governed by a service level agreement, which may vary between department. The default configuration contains a list of departments common for most organizations, such as Accounting, Human Resources, and Sales and Marketing. To distinguish between customers in a different manner, or to support external customers, edit the customer segmentation.

2.Select either Every customer will get the same experience or Customers will receive a different experience based on Department/Company.

•If you select Every customer will get the same experience, you do not need to specify anything else.  Go to step 11.

•If you select Customers will receive a different experience based on Department/Company and then select Department, the Select from the following departments section becomes active. Go to step 3.

•If you select Customers will receive a different experience based on Department/Company and then select Company, the Select from the following companies section becomes active. Go to step 8.

3.To customize a department for your organization, select from the following departments:

•Accounting

•Administration

•Client Relations

•Customer Service

•Executive

•Facilities Services

•Human Resources

•Information Services

•IT

•Janitorial Services

•Manufacturing

•Marketing

•Operations

•Product Integration

•Product Management

•Professional Services

•Quality Assurance

•Receiving

•Research & Development

•Sales

•Shipping

•Systems Engineering

•Technical Support

•Training  

4.To add a new department, do the following:

a.

Click Add Department.

b.

In the Add Department section, enter a unique name for the new department, an optional description, and an optional code.

c.

Click Save & Activate. The system adds the department to the list and makes it active. By default, each department is active and available for customization.

5.To deactivate a department, click Deactivate next to the department name.

6.To modify a department name, click Edit next to the department name.

7.Go to step 11.

8.To add a new company, do the following:

a.

Click Add Company to customize a company for your organization.

b.

In the Add Company section, enter a unique name for the company.

c.

Click Save & Activate. The system adds the company to the list and makes it active. By default, each company is active and available for customization.

9.To deactivate a company, click Deactivate next to the company name.

10.To modify a company name, click Edit next to the company name.

11.Click Next to save your settings and go to the next page.

Specifying the Services Provided

1.Click Services Provided. The system displays the Application Setup - Services Provided page.

2.Designate the services rendered by your organization. The default configuration contains a list of services provided by an IT department in a typical organization. To provide services unique to your organization, edit this list. To use the default Service Catalog, skip this section. You can add services later. See Working with Request Offerings.

3.To add a service, do the following:

a.

Click Add Service.

b.

In the Add Service section, enter a unique name for your service and a description.

c.

Click Save & Activate. The system adds the service to the list.

4.To modify a service description, click Edit next to the service name.

5.Click Next to save your settings and go to the next page. See Setting Up Incident Management.