i Sight Manual

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HANDBOOK FOR THE END USERTO ACCESS THE

GLOBAL IT HELPDESK

Confidential Version 1.1 -1-

Prepared by Role Date of preparation

Rahul Rajashekar Team Lead, IT Helpdesk July 29,2004

Reviewed by Role Date of Review

Shrikanth Murthy Senior Manager, Systems Networks July 29,2004

Approved by Role Date of Approval

Chella Namasivayam Vice President , Systems Networks July 29,2004

Circulation List http://www.my.igate.com VERSIONNUMBER

1.1


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iGATE Corporation Global IT Helpdesk End User Manual

Confidential Version 1.1 - 2 -

PREFACE

The scope of this handbook is to provide the user the complete information of utilizing the Global IT Help desk, which

assists the employees towards problem resolutions and other organizational requirements. The first few pages of the

handbook explain comprehensively the procedure of logging requests to the Global IT Help desk. The users of iGATE

offices around the globe need to follow the procedure and priority of logging requests as explained in the handbook.

The rest of the pages in the handbook are a step by step guide for the user to log requests using the ORM application

of the Global IT Help desk, iSight.The users are requested to use this handbook to understand the process of logging

requests from their respective iGATE offices across the globe. Co-operation from the users will help the Global IT

Help desk to serve the users efficiently.


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TABLE OF CONTENTS

Introduction.............................................................................................................................................................- 5 -

Introducing iSight ................................................................................................................................................... - 5 -

Service Management Solutions......................................................................................................................... - 5 -

Request Options ..................................................................................................................................................... - 6 -

SECTION-I................................................................................................................................................................- 8 -

BANGALORE, CHENNAI AND HYDERABAD ........................................................................................................ - 8 -

Option I: Using the Web ..................................................................................................................................... - 8 -

Option II: Via Email .............................................................................................................................................- 8 -

Option III: Using Telephone ...............................................................................................................................- 8 -

SECTION-II...............................................................................................................................................................- 9 -

NOIDA ...................................................................................................................................................................... - 9 -

Option I: Using Telephone ................................................................................................................................. - 9 -

Option III: Using the Web ................................................................................................................................... - 9 -

Option II: Via Email .............................................................................................................................................- 9 -

SECTION-III............................................................................................................................................................ - 10 -

U.S.A AND CANADA ............................................................................................................................................. - 10 -

Option I: Using Telephone ............................................................................................................................... - 10 -

Option II: Via Email ...........................................................................................................................................- 10 -

Option III: Using the Web ................................................................................................................................. - 10 -

SECTION-IV ...........................................................................................................................................................- 11 -

SINGAPORE, MALAYSIA, AUSTRALIA AND OTHER ......................................................................................... - 11 -

Option I: Using Telephone ............................................................................................................................... - 11 -Option II: Via Email ...........................................................................................................................................- 11 -


SECTION-V ............................................................................................................................................................- 13 -

EUROPE AND U.K................................................................................................................................................. - 13 -

Option I: Using Telephone ............................................................................................................................... - 13 -

Option II: Via Email ...........................................................................................................................................- 13 -


ANNEXURE I ..........................................................................................................................................................- 14 -

iSight Manual.........................................................................................................................................................- 14 -

Scope of Document ..............................................................................................................................................- 15 -

ISIGHT Overview................................................................................................................................................... - 15 -

PROFILE MANAGEMENT ................................................................................................................................. - 17 -

NAVIGATION:.................................................................................................................................................... - 18 -

Contents of the Links ....................................................................................................................................... - 18 -

Dashboard.........................................................................................................................................................- 19 -

The different states through which the request progresses are:..................................................................- 19 -


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Navigation Bar ................................................................................................................................................- 20 -The Button Bar ...............................................................................................................................................- 20 -The Requests Tab ..........................................................................................................................................- 21 -Operations Performed by the End User..........................................................................................................- 22 -Creating a new Request: ................................................................................................................................- 22 -Viewing a Request..........................................................................................................................................- 23 -END USER FEEDBACK.................................................................................................................................- 24 -

ANNEXURE II ...................................................................................................................................................... - 25 -

ANNEXURE III ..................................................................................................................................................... - 27 -

ANNEXURE IV........................................................................................................................................................- 28 -


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Introduction

Global IT-Helpdesk (GHD) is a one stop shop for reporting all problems/requests related to IT. It is a 24*7*365centralized helpdesk for iGATE Corporation Employees Worldwide. GHD ensures fair usage of IT resourcesthroughout the corporation and also provides smooth functioning of the IT operations. The list of software supported

by the GHD is given in ANNEXURE IV.

Note - Any request for new hardware/software installation (Procurement of materials) or access to specificservices such as Internet , File Shares etc. requires prior approvals from the approving manager. Pleasecontact your project manager for the same.

The GHD is accessible in three ways:

1. Through web2. Via email3. Using the telephone

1. Through web:

iSight, a java framework was used to deploy the Global Helpdesk application and indigenously designed in house.The helpdesk application URL is http://ghd.igate.com/isight/logon .

Users can log a request using the above URL. The details of logging a request in iSight are explained inANNEXURE I .The logged requests will be processed by the helpdesk.

Introducing iSight

Overview

iSight - Platform for Comprehensive Services Management

iSight is a comprehensive software solution designed specifically to address the services management needs ofshared services centers in global 2000 companies, government organizations and IT and BPO service providers. Builtatop a powerful services management platform able to effectively track, measure and manage all services bothinternal and outsourced in near real time, iSight gives service managers, executives, customers and serviceproviders unprecedented control over delivery, performance, compliance, cost and satisfaction of the entire servicescatalog.

Service Management Solutions

iSight provides Service Management Solutions:

Reduce Cost Track all SLAs for both internal customer and external provider relationships. Metrics monitorcompliance in near real time and generate alerts warning of costly SLA violations before they happen - whencorrective action is still possible. Make smart, cost-effective insource vs outsource sourcing decisions based onmeasured cost and performance data.

Improve Performance Baseline all services and continuously monitor performance. Track Service LevelObjectives (SLOs) and leverage root cause analysis and correlation reports to identify inefficiencies and areas ofservice improvement.


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Communicate Value Empower providers, customers and executives with custom, web-based dashboards thatdeliver service alerts, service scorecards and other information relevant to their roles. Quantify and report usage ofservices by customer allowing decisions based on cost-to-serve.

Align Objectives Track strategic objectives and corresponding programs, projects and services in place tosupport them. Understand the impact of programs on services. Use derived metrics to track and report business valueof services and programs.

Integrate and Automate Processes Leverage the integrated services process management capabilities toautomate internal business processes and integrate with outsourced providers, and external processes

2. Via email:

We have created a Common Support email address for serving the users better, which is mapped to the help desk &the respective Managers. The email id is [email protected] (Display name: IT Helpdesk (Global)). End userhas to use this email id & give all details about the problem. The mandatory information to be provided in the email isshown in ANNEXURE III. The helpdesk executive will receive these email requests & will enter into the helpdeskapplication. The logged requests will be attended by the helpdesk personnel.

The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives.

Users will receive regular emails about the status of the request.

3. Using telephone:

Users will dial the location specific number on the hotline telephone. The call will land at the Help Desk in Bangalore.The Level 0 executive will receive the call and capture the details in the application.

A ticket number for the users request will be provided for future reference. Level 0 executive will provide theresolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to theonsite engineer as the situation warrants.

Users will receive regular emails about the status of the request. Users can dial secondary on the hotline telephone incase the primary number fails to connect.

Request Options

Users can log their requests to the Global IT Help desk using the three options according to the location.Web (iSight): http://ghd.igate.com/isight/logon Email: [email protected]

Location Option I (preferred) Option II Option IIIBangalore,Chennai,Hyderabad

Web(iSight) Email PhoneExtn: 1234

Noida Phone1234 / 91-80-51041801

Web(iSight) Email:

USA and

Canada

Phone

+1866-787-9510

Email: Web(iSight)

Europe &UK

Phone14127879510

448000185259

Email: Web(iSight)

Asia Pacific Phone65-63247415

Email: Web(iSight)

The Global Helpdesk dial plan is shown in ANNEXURE II which lists all the numbers to access the GHD.


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The Helpdesk executive would answer the telephone within 5 rings and respond to the requests through the web andvia email within 15 minutes and take appropriate action as per the service level agreement.

The Level 1 remote engineers would resolve the problems/requests as per the service level agreement, if notsuccessful would escalate the request to the IT service engineers.

The details of logging requests from the different iGATE offices are described in the following sections.


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SECTION-I

BANGALORE, CHENNAI AND HYDERABAD

* It is mandatory for users to log the requests in the same order as explained below

Option I: Using the Web

The helpdesk application URL is http://ghd.igate.com/isight/logon

Users can log a request using the above URL. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15

minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

Option II: Via Email

Only if option I fails use option II. We have created a Common Support email address for serving the users better, which is mapped to the help

desk & the respective Managers. The email id is [email protected] (Display name: IT Helpdesk(Global) )

End user has to use this email id & give all details about the problem. The helpdesk executive will receivethese email requests & will enter into the helpdesk application.

The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15minutes. Appropriate action would be taken by the helpdesk executives


Option III: Using Telephone Only if option II fails use option III.

Users will dial 1234 on the hotline telephone. The call will land at the Help Desk in Bangalore.

The Level 0 executive will receive the call and capture the details in the application. A ticket number for theusers request will be provided for future reference.

Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers(remote) else will assign the request to the onsite engineer as the situation warrants

Users will receive regular emails about the status of the request


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SECTION-II

NOIDA

Option I: Using Telephone



Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers(remote) else will assign the request to the onsite engineer as the situation warrants.


Users will dial 080-51041801 in case the primary number fails to connect.

Option III: Using the Web

Only if option I fails use option II.


Users can log a request using the above URL.




Only if option II fails use option III.

We have created a Common Support email address for serving the users better, which is mapped to the helpdesk & the respective Managers. The email id is [email protected] (Display name: IT Helpdesk(Global) )





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Confidential Version 1.1 - 10

-

SECTION-III

U.S.A AND CANADA

Option I: Using Telephone(a)For Commerce drive office Pittsburgh USA





Users can dial 1866-411-3087(toll free) in case the primary number fails to connect

(b)For USA, Canada (outside Pittsburgh)

Users will dial 1866-411-3087(toll free) on the hotline telephone. The call will land at the Help Desk inBangalore.


Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers(remote).


Users can dial 1412-787-9510 in case the primary number fails to connect








Only if option II fails use option III.






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-

SECTION-IV

SINGAPORE, MALAYSIA, AUSTRALIA AND OTHER

ASIA PACIFIC LOCATIONS

Option I: Using Telephonea) Singapore office (within Singapore office)





Users will dial +9180-51041801 in case the primary number fails to connect

b) Singapore (Outside Singapore office)

Users will dial 006563247415. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the

users request will be provided for future reference.



Users will dial +9180-51041801 in case the primary number fails to connect

c) From outside of Singapore within Asia and Australia

Users will dial 006563247415 (Note: People can opt for cheaper options available in that region (IDD) to callSingapore Ex. From Malaysia people can dial 02-63247415). The call will land at the Help Desk in Bangalore.










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-


The helpdesk application url is http://ghd.igate.com/isight/logon Users can log a request using the above url.




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-

SECTION-V

EUROPE AND U.K

Option I: Using Telephone(a)Forthe office in Europe

Users will dial +448000185259 on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the

users request will be provided for future reference.



Users can dial 001-412-787-9510 / +441344-788-390 in case the primary number fails to connect

(b)Forthe office in U.K

Users will dial 08000185259 (toll free) on the hotline telephone. The call will land at the Help Desk inBangalore.




Users can dial 001-412-787-9510 / 1344-788-390 case the primary number fails to connect







Option III: Using the Web Only if option II fails use option III.






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-

ANNEXURE I

iSight Manual

For End UserV 1.3


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-

Scope of Document

This document will provide generic overview of the iSight Application used by the End User to log requests to GlobalIT Help Desk.

ISIGHT Overview

This section describes how the end user can logon to the application and reach various tools in the application forlogging requests in iSight. The screenshots of the application are available to illustrate the look and feel of theapplication.

To begin with we need to open the application using any web-browser, preferably Internet Explorer (Version 6.1 orlater) or Netscape Navigator (Version 7.0 or later).

Following are the instructions to open the application

Open a browser Window. In the address-bar type in http://ghd.igate.com/isight and click on GO or hit the ENTER key on the keyboard The Login Screen of iSight appears.

The image below shows all the parts of the window descried in the procedure

Address Bar with the ISight


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-

Logging InAfter opening the application the first screen which comes across is the login screen, where one needs to provide thelogin name and password (valid credentials) to access the application.

The Text-Box marked Login requires the users Employee ID and the password must be entered in the Text-Boxmarked Password in Fig 1.2. After typing in the information, click on the logon button.

The Dark Blue bar with yellow links is the source of navigation, providing links to Dash Board, Help Desk and Asset

Fig 1.3 iSight Dashboard: the default screen after logging in

Navigation

Profile Management

Alerts

Fig 1.2 Login Screen for iSight Application


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-

PROFILE MANAGEMENT

Contains tabs My Profile, Help, Change Password and logout.

My Profile Contains all the information of the end user. Referto Fig 1.5

Help Contains iSight ORM User Cookbook which covers

the following topicsIntroducing iSight ORMDeploying iSight ORMUsing iSight ORMCustomizing iSight ORM

ChangePassword

To change password

Logout To logout from the application

Fig 1.5 Snapshot of the My Profile screen


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-

Fig 1.4 Snapshot of the Change Password screen.

NAVIGATION:

The end user can click on the links which help him to navigate within the application iSight

Contents of the Links

DashboardDashboard contains all the alerts for the current activities

Help DeskContains all the Requests created by request submitter.

AssetA central asset database which keeps track of all assets allocated to the employees.


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-

Dashboard

The first operational screen we come across is the dashboard where we get alerts for the current activities.

The dashboard is a quick way to view the current changes and activity which has taken place for the requests whichthe requester has in his account. For example if an approval requested by the IT-Service Engineer gets confirmed,there will be an alert generated corresponding to that request and will be viewable in the alerts window.

iSightgenerates automatic E-mail alerts to the user and the person(s) to whom the user wishes a copy of the mail tobe sent. These E-mails are generated when a request is assigned to an L1 remote support engineer or an IT service

engineer, sent for approval to the users approving manager, sent for the third party resolution,closed/resolved.

The different states through which the request progresses are:

1. open2. assigned3. work in progress4. suspended5. third party resolution in progress6. third party resolved7. sent for approval8. re-assigned9. resolved/closed10. approved11. rejected


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-

Helpdesk

Helpdesk window contains all the requests created by the End- User (Submitter) or by the IT-Helpdesk Executive onbehalf of the end user. Each request has a number associated with it called the Ticket number.

Fig1.4 depicts a example of helpdesk window and also describes the various

Following section describes each component labeled in the helpdesk window.

Navigation Bar

Open Requests Shows all the requests which are not resolved/closed.Closed Requests Shows all the requests which are resolved/closed by the

IT Service Engineer.

Suspended Requests Shows all the requests which are suspended.

All Requests Shows all the requests logged in iSight.

The Button Bar

New Button Used for request creation

Print View Gives the print view for the current window

Search-Filter To search a particular request in the account

Quick-Report To generate a report on current requests in theaccount


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-

The Requests Tab

Ticket No The Ticket Number associated with the Request

Subject Short description of the request made

Ticket Type Describes the type of ticket. (Hard disk issue, Backup Issueetc.)

ProjectDisplays the project type to which the requestor belongs

Requester Name The name of the person who created the request

Location The location of the office of the requestor

Assigned To Name of the IT-Service Engineer

Status The current status of the request e.g. Work in Progress etc.

Priority The priority of the request (high, low and medium.)

Quick Action Lists the actions(view and edit) which can be performed on therequest


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-

Operations Performed by the End User

Creating a new Request:

Instructions to Fill the Form Fill the fields according to the description provided in the following table and then click on submit button to

create a request

Ticket No. A unique number is automatically generated for future reference of therequest. The End User should make a note of this and quote thesame when asked for by any help desk executive

Description Description of the request/problem must be entered in this box. Thishelps the concerned team understand the details of the request.

Attachments(if any)

Any attachment with the details of the problem/request. examplescreen shots, approval mail

Ticket Type Select the category of the request.

Requester name The name of the end-user for whom the request is made.

Submitter The name of the person who is submitting the request.

Project The Project in which the requester is currently working.

Division The division in which the requester is currently working

Contact Number(Mobile)

The requesters mobile (cellular) telephone number must be enteredin this field, if any.

Contact Number(Office ext)

The requesters office extension number so that the Help Desk teamcan contact the requester if necessary.

Location Place of the requester must be entered. Typically this refers to thelocation of the office where the request needs to be served at.

CC Enter the email address of the employees who should receive emailsrelated to this request.


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-

Priority Please select priority level of your request. High, Medium and low arethe available options.

Status By default this option is set to Open state. This cannot be changedby the Submitter.

Source Please select the option as web when creating a request on theWebsite. Email and Telephone options are to be used only by HelpDesk Executives

Submit Post the request after filling the entire form.Cancel Cancel the request form being created.

Viewing a Request

Click on the view option on the right hand sideOR

Click on the request number on left hand side

Following is the screenshot of the View Request Panel

Please refer to the table in pages 21 and 22 for the description of the fields shown in the Details tab.


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-

ANNEXURE II


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-

The Global Helpdesk Dial Plan

Location Primary # Secondary #

BangaloreWhitefield

1234 - Office 1234 Hotline

BangaloreJakkasandra

1234 Office 1234 Hotline

Chennai 1234-Hotline 080-51041801

Hyderabad 1234-Hotline 080-51041801

Noida 1234-Hotline 080-51041801

Singapore(Office) 1234 +9180-51041801

Singapore(OutsideOffice)

63247415 +9180-51041801

Other APACLocations

0065-63247415 +9180-51041801

UK 08000185259(Toll free)

001-412-787-9510 /1344-788-390

Europe +448000185259 001-412-787-9510 /+441344-788-390

Commerce driveoffice - PittsburghUSA

1234 1866-411-3087(Toll free)

USA, Canada(outside Pittsburgh)

1866-411-3087(Toll free)

1412-787-9510

The above table gives a quick look at the numbers to dial to access the Global IT Help desk from the different iGATEoffices.


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-

ANNEXURE III

CONTENT OF THE EMAIL SENT BY THE END USER

The following information is mandatory when the end user mails a request:

1. Employee Name2. Employee ID3. Extension number/Mobile number.4. Location of the office where the employee is situated5. Name of the Project the user is currently working for6. Division7. Subject of the request (for example: Hardware issue, Email issue, Network issue, etc)8. Brief and clear description of the request (OS details, computer name/IP address if required)9. Priority of the request (High, Medium and Low)

CONTENT OF THE VOICEMAIL MESSAGE RECORDED BY THE END USER

The following information is mandatory when the end user records a request:

1. Employee Name2. Employee ID3. Extension number/Mobile number.4. Brief and clear description of the request (OS details, computer name/IP address if required)


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-

ANNEXURE IV


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-

List of Software Supported by Global Help Desk

Operating System

1. Microsoft Windows 98

2. Microsoft Windows NT4.0 workstation3. Microsoft Windows NT4.0 server4. Microsoft Windows 2000 workstation5. Microsoft Windows 2000 server6. Microsoft Windows Terminal Server Client7. Microsoft Windows XP8. Linux

Office Applications

1. MS Office - Versions supported 97, 2000, XP 97

2. MS Office 20003. MS Office XP (2002)4. MS Office 20035. Microsoft Project 986. Microsoft Project 2000

Common Software

1. Adobe Acrobat Reader2. PK Zip3. Internet Explorer 6 with SP1

Mail Software1. Microsoft Exchange 5.52. Microsoft Exchange 2000

3. Microsoft Outlook 97/2000/XP/20034. Outlook Express 6

Database Software1. Oracle Client2. SQL Client3. TOAD

Development/Testing Tools

1. Rational Rose

2. Win Runner3. MS VB.NET Std 2003

4. MS FrontPage 20035. MS VStudio.NET Pro 20036. Visual Studio

Call Center Software

1. Telecare


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-

Other Applications

1. Microsoft Visio 5.02. Microsoft Visio 20003. Microsoft Visio 2002

4. Microsoft Visio 20035. MS SQL CAL 20006. Laplink7. Adobe Acrobat Writer8. Quark Express9. PhotoShop10. Illustrator11. PageMaker12. Front Page13. Lotus Notes14. PeopleSoft15. Macromedia Director16. Macromedia Fireworks17. Macromedia Dreamweaver

18. Macromedia Flash19. VNC20. Visual Studio21. Visio V.4.X , 5.X, Pro22. CBT Utilities for MVU (IVU)23. Centra Symposium software (IVU)24. Crystal Reports (for Peoplesoft) (IVU)25. Morgul (freeware)26. Minitab 13/14 Client s/w27. Tally 6.328. Act 4.029. Easy Pay 2.3.030. Market Analyst 6.331. ACT for Notes32. Hummingbird33. Attachmate34. Centra Symposium software35. Crystal Reports (for Peoplesoft)

Organizational Applications

1. Peoplesoft HR2. Peoplesoft Finance3. GRASP (Global Resourcing and Sales

Package) Lotus Notes V4.51(Peoplesoft)

4. TPS (Time Processing System) (Peoplesoft)5. IGate Help Desk (Peoplesoft)6. IGate Travel System (Peoplesoft)7. IGate Knowledge Repository (Peoplesoft)8. IGate Discussion Board (Peoplesoft)9. IGate White Papers (Peoplesoft)10. Green Card Processing (Peoplesoft)11. H1 Processing (Peoplesoft)12. Immigration Law Authority Version 1.1

(Peoplesoft)13. H.O.T. DOCS (Legal Forms Processing)

(Peoplesoft)14. CIMS Custom Oracle 8 App (Peoplesoft)15. Kronos Timekeeper & Oracle (Peoplesoft)

16. Visual Studio (Peoplesoft)17. PNC Financials (Peoplesoft)


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-

REVISION HISTORY

# Date Version#

Section / Page #changed

Details of changes made

1 July 22,2004 1.0Initial Release

2 July 29,2004 1.1

Introduction pages 5 and 6 Incorporated hyperlinks, changedfont size and font type as per thestandards of documentation


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