Service Manager

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Using the Ivanti Self-Service Portal

•About the Self-Service Portal

•The Self Service Lifecycle

•Self Service Tasks

About the Self-Service Portal

The Self-Service Portal is used by requesters (end users, also called Self Service users) and Service Owners. This portal provides an easy to use interface which enables users to create, track, resolve, and close incidents and requests for service. Self Service users can also access FAQs, announcements, and knowledge articles.

A service request is a request for a service, such as transferring an employee or requesting for a new laptop. An issue (or incident) is an interruption of service such as a printer not working or problem with internet services.

The Self Service Lifecycle

When you submit an incident or a service request, the system logs it with the Service Desk, where a Service Desk Analyst begins processing it. You can use the Self Service dashboard to track the progress of or add more information to a service request. You can also communicate with a Service Desk Analyst while the incident or the service request is being processed.

Self Service Lifecycle

Self Service Tasks

From the Self-Service Portal , you can submit, track, and self-resolve incidents and service requests. You can also access the Service Manager Knowledge Center.