capgemini service center (csc) user guide

CAPGEMINI SERVICE CENTER

(CSC) USER GUIDE Version 3.7

Capgemini Service Center (CSC) User Guide Table of Contents

1 Version 3.7

Synopsis: This user guide describes how to use the Capgemini Service

Center (CSC) application. It is intended to be used by the

Capgemini support staff and its customer base.

Status: Final

Version: 3.7

Date: April 16, 2015

Filename: CSC User Guide v3.7.pdf

Capgemini

April 16, 2015

Version 3.7

This document is copyrighted and all rights are reserved. It may not, in whole or in part, be

copied, photocopied, reproduced, translated, or reduced to any electronic medium or

machine-readable form without prior consent, in writing, from an authorized representative

of Capgemini. It contains proprietary information and may not be shared or disclosed with

individuals or entities without permission from Capgemini.

This document also describes processes and procedures in support of dynamic networks and

systems that are prone to changes. Capgemini reserves the right to alter processes and

procedures as needed to support its clients. Capgemini will update its documentation to

reflect changes as soon as possible.

The Capgemini logo is a registered trademark of Capgemini. All other trademarks referenced

herein are the property of their respective owners.

Copyright 2014, Capgemini. All rights reserved.

Capgemini

45 Bartlett Street

Marlborough, Massachusetts 01752

USA


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Table of Contents

Table of Contents .......................................................................................................................................... 2

1 Introduction .......................................................................................................................................... 4

1.1 What Does CSC Do For You? ......................................................................................................... 4

1.2 Open Editing .................................................................................................................................. 5

1.3 Customer First Approach .............................................................................................................. 5

1.4 Your CSC Account .......................................................................................................................... 5

2 Getting Started ...................................................................................................................................... 6

2.1 Logging On and Off ....................................................................................................................... 6

2.2 Custom Widgets ............................................................................................................................ 7

2.2.1 My Tickets Widget ................................................................................................................. 8

2.2.2 Saved Filters Widget ........................................................................................................... 11

2.2.3 Group Summary Widget ..................................................................................................... 11

2.2.4 Monitoring Availability Widget ........................................................................................... 12

2.2.5 Monitoring Node Status by Host Group Widget ................................................................. 15

2.2.6 Monitoring Active Alerts Widget ........................................................................................ 16

2.3 Help Desk .................................................................................................................................... 17

2.4 Reports ........................................................................................................................................ 17

2.5 SLA Reports ................................................................................................................................. 18

2.6 Help 18

2.7 My Profile .................................................................................................................................... 18

2.7.1 Edit Personal Data ............................................................................................................... 19

2.7.2 Smart Search Button ........................................................................................................... 21

2.7.3 Printing ................................................................................................................................ 22

3 Help Desk ............................................................................................................................................ 22

3.1 View Summary of Requests ........................................................................................................ 23

3.2 View Service Requests ................................................................................................................ 24


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3.3 View Aging Summary .................................................................................................................. 24

3.4 Custom Reports........................................................................................................................... 24

4 Service Requests ................................................................................................................................. 25

4.1 Open a New Service Request ...................................................................................................... 25

4.2 Open Service Request via E-Mail ................................................................................................ 27

4.3 Update/Edit Service Request ...................................................................................................... 29

4.4 Service Request Customization ................................................................................................... 30

5 Change Control ................................................................................................................................... 31

5.1 Overview ..................................................................................................................................... 31

5.2 SAP Transport Requests .............................................................................................................. 31

5.3 Infrastructure/Hardware/Software Requests ............................................................................. 35

6 Reporting ............................................................................................................................................ 37

6.1 Reports ........................................................................................................................................ 37

6.2 HTML Reports ............................................................................................................................. 38

6.3 Viewing and Downloaded Excel Reports .................................................................................... 38

6.4 Scheduled Reports ...................................................................................................................... 38

7 Monitoring .......................................................................................................................................... 39

7.1 Nodes .......................................................................................................................................... 39

7.2 Node Details View ....................................................................................................................... 40

7.2.1 General Tab .............................................................................Error! Bookmark not defined.

8 Mobile Application .............................................................................................................................. 43

8.1 Initial Application Setup .............................................................................................................. 47

8.2 Ticket Section .............................................................................................................................. 48

8.3 Creating a Service Request ......................................................................................................... 55

8.4 Creating a Change Control .......................................................................................................... 57

8.5 My Info Section ........................................................................................................................... 59

8.6 IPad Application Differences ....................................................................................................... 63

8.6.1 Portrait vs Landscape Mode and Navigation ...................................................................... 63

8.6.2 Working with Data .............................................................................................................. 66

9 Assumptions and Client Responsibilities ............................................................................................ 67

9.1 General Assumptions .................................................................................................................. 67


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9.2 Client Responsibilities ................................................................................................................. 67

1 Introduction Capgemini Service Center (CSC) is a web-based help desk application developed by Capgemini

specifically to meet the needs of its customer base. CSC is a secure and interactive application that

provides a single point of reference where both you and Capgemini oversee the initiation, management,

and resolution of services.

The site provides a central location to manage the flow of tasks and actions that ensure the successful

implementation and management of ongoing projects. It encompasses the full scope of joint

responsibilities including initiation and tracking tickets, central locale for customer information, service

level agreements and helpdesk functions. It also incorporates documentation, change control, and

process administration for Capgemini Hosting support functions.

The primary CSC features are: Service Requests, Change Control Requests, Transport Requests (SAP-

specific) and Reporting.

Additional features include:

• Complete Capgemini contact information

• Issue escalation procedures

• Current information / alerts

• Historic data trends

• Service level agreement (SLA) reports / data

NOTE: Throughout this guide, the terms ticket and request are used interchangeably as general terms

that refer to CSC Service Requests. Additionally, Change Control Requests and Transport Requests are

special variants of Service Requests for which special verification / approval workflows and rules apply.

1.1 What Does CSC Do For You? Using CSC, a customer or a Capgemini support person can:

• Submit a Service Request

• Track and comment the Service Request through its life cycle

• Submit a Change Control Service Request, which could be a:

o SAP Transport Request

o Infrastructure change

o Hardware change

o Software change

Capgemini Support personnel, Service Desk, and Operations Staff can:

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Capgemini Service Center (CSC) User Guide Introduction

• Assign tickets

• Update tickets with status

• Close tickets

• Perform authorized Change Control requests

• Add task and status updates

Capgemini account managers can:

• Create new user IDs

• Manage escalations

• Create user 'authorization' role assignments

• Can create various reports to support the needs of the engagement

1.2 Open Editing The CSC relies on open editing which allows Capgemini service people and customers to create and edit

content throughout the overall support process, from the initiation of a Service Request up until the

Service Request is closed. The CSC reports its statistics by taking into account any or all open editing

that was performed on the Service Request. Open editing reflects the value Capgemini places on

establishing greater real-time interaction with our customers.

1.3 Customer First Approach With its customer-friendly presentation the CSC is easy-to-use. For each call, a client can follow clearly

and quickly all activities to resolve a Service Request, including the time taken to resolve the request.

Activities and time-to-resolve durations are periodically reported to the customer and can be used as

the basis for customer billing.

In keeping with ITIL best practices for change control, CSC historically documents work performed,

problem resolution for audit requirements, while requiring a formal Service Request for all project work.

The nature of the Service Request allows Capgemini to respond effectively while meeting service level

agreements by severity and priority.

The outcomes of Service Requests can vary. Some result in Capgemini projects of varying scope that are

closed only when the project effort progresses to a working implementation. Others are less involved

like routine Service Requests, Change Control Requests, or SAP Transport Requests to fix and apply code

changes.

1.4 Your CSC Account An overview of the account setup process looks like this:

1. Once working agreements are in place, the Capgemini account, engagement, or project

manager develops a company profile in CSC. The profile includes contract information,

escalation options, service level agreements (SLA), expiration dates, and so forth.

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Capgemini Service Center (CSC) User Guide Getting Started

2. The Capgemini account manager defines privileges to the Capgemini associates who are

responsible for servicing your business needs.

3. The customer account contact identifies the team members who will be working with CSC to his

Capgemini counterpart.

The Capgemini account, engagement, or project manager sets up accounts for the customer team. The

client manager adds all inventory and configuration requirements.

2 Getting Started

2.1 Logging On and Off From your browser, open: https://service.capgeminihosting.com. The logon screen appears.

Figure 2-1: CSC Logon Page

Log on using your username and password. Your username is your e-mail address. Your initial password will be provided by your account manager or automatically e-mailed to you upon your account creation. (If you have trouble logging on, please contact your Capgemini account manager.)

New users will be required to change their password on first logon.

When you are done with a session, and wish to logout, select Logout located in the top-right corner of

the main toolbar.

Once you log on to Service center you will be in the “Dashboard” view shown in the figure below:

https://service.capgeminihosting.com/

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Figure 2-2: Default Dashboard View

2.2 Dashboards A Dashboard within CSC allows a workspace that can be customized with widgets allowing information

that is important to be summarized and be viewed quickly. Multiple Dashboards can be created as

required, giving many possible ways of customizations.

Creation of a Dashboard can be accomplished by clicking the Actions menu within an existing Dashboard

as illustrated below:

2-3: Adding a New Dashboard

From the same actions menu, Dashboards can be edited or deleted as well as adding widgets.

Dashboards can be accessed in two ways. First through the main left menu and secondly, through the

breadcrumb menu within a Dashboard.

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2.3 Custom Widgets

2-4: Accessing Dashboards

Custom Widgets are used to customize the User’s Dashboard space to better meet their individual

requirements. A limited number of “Widgets” are available in this release, other custom Widgets will be

released in the future depending on defined requirements.

Their Dashboard will look similar to the above until they modify their layout. To modify a user layout

with custom widgets, a user will need to click the “Add Widgets” option from the Actions menu to

customize their dashboard space:

Figure 2-5: Add Widget Menu

The “Add Widgets” menu option will open the dialog box where Users can add as many widgets as they

would like, or remove widgets to clean up the Dashboard space.

Figure 2-6: Add Widget Dialog

To remove a widget, simply click the X icon located in the upper-right of the widget.

2.3.1 My Tickets Widget The “My Tickets” widget shows a table with all the tickets assigned to you as depicted below:

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Figure 2-7: My Tickets Widget

Optionally, you can choose to display ticket summary information in chart form. Two charts are available and are called “Statuses Chart” and “Types Chart”.

Figure 2-8: Ticket Summary Statuses Chart Tab

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Figure 2-9: Ticket Summary Types Chart Tab

You can customize the Widget by clicking on the wrench icon on the top right corner:

Figure 2-10: Widget Customization Menu

The “Customize Widget” button will open the dialog box where Users can change different settings of

this widget:

Figure 2-11: Customizing My Tickets Widget

Users can change the Title of the Widget, the size of the widget on the Dashboard, the order, or show/hide one or both pie-charts. Additionally, Ticket Type can be selected. These options will group all the users’ tickets based on the type they choose.

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2.3.2 Saved Filters Widget The “Saved Filters” widget shows the table with all the tickets from users “Saved Filters” from the

“Service Requests” page. Users can add as many columns and as many rows as they want to display in

this widget.

You can customize the Widget by clicking on the small icon on the top right corner:

Figure 2-12: Widget Customization Menu

The “Customize Widget” button will open up the dialog box where Users can change different settings of this widget:

Figure 2-13: Customizing Saved Filter Widget

Users can select any “Saved Filter” from the “Service Requests” page. Additionally, users can change the Title of the Widget, the size of the widget on the Dashboard, widget order, columns to display and the number of items to display.

2.3.3 Group Summary Widget The Group summary widget allows users to customize the widget to select any group that this user is a

part of and then view KPI report for every member of the group right on the personal dashboard. The

Group Summary Widget can be customized to view KPI reports for today, yesterday, this week, last

week, this month, and last month. All the summary numbers are clickable and will take the user to the

related reports.

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Figure 2-14: Group Summary Widget

2.3.4 Monitoring Availability Widget The Availability widget allows users view current Uptime Availability, Current Company Status and Node

Up/Down status for their company. The widget can be customized to filter by specific company (for

users with more than one company) and multiple widgets can be added to the dashboard.

The Uptime tab can be configured to show all host groups or filtered to individual Host Groups. This

widget displays an availability gauge indicating the current availability of a customer’s environment. The

value is calculated based on the average availability of the systems over the last 7 days. User can select

to view the Availability graph for all the hostgroups, or select specific hostgroup from the dropdown.

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Figure 2-15: Monitoring Availability Widget

The Company Status tab represents the Company Status Pie Chart. This widget renders the current

company’s status with all the systems being monitored in one pie-chart diagram. It displays the number

of all the Up, Down, Warning, Critical and Other Nodes for this particular company. It represents status

of node including ping, volume, interface, and application metrics.

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Figure 2-16: Monitoring Availability Company Status Tab

The Node Up/Down Status tab represents the Node Up/Down Pie Chart. This widget renders the

Up/Down status of nodes for one company within one pie-chart diagram. It represents status of node

based on response to ping only.

Figure 2-17: Monitoring Availability Widget Node Up/Down Status Tab

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2.3.5 Monitoring Node Status by Host Group Widget The Node Status by Host Group widget allows users view the current node status for their company.

The widget can be customized to filter by specific company (for users with more than one company) and

multiple widgets can be added to the dashboard.

The “View Data” tab groups nodes together by assigned Host Group. There are 5 columns for different

statuses: Up, Down, Warning, Critical and Other. Each cell represents the number of nodes in this

particular status under this particular host group. The status of each node is determined by the worst

case based on querying Node ping, volumes, and applications. The Host Group Names as well as each

status are clickable and when clicked, will load the Node List Page detailing which Nodes are in that

status. For more information related to the Node List View, please refer to Monitoring Section within

this guide.

Figure 2-18: Node Status by Host Group Widget

The “View Graph” tab presents the data in a graphical format grouping nodes horizontally by Host

Group and total node count vertically. Each status is represented within the Host Group. As with the

View Data tab, clicking within the graph will load the Node List View page within the Monitoring section

of CSC.

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Figure 2-19: Node Status by Host Group Widget Graphs

2.3.6 Monitoring Active Alerts Widget The Active Alerts widget allows users view the current active alerts for their company. The widget can

be customized to filter by specific company (for users with more than one company) and multiple

widgets can be added to the dashboard. The widget displays live alert data with the date and time of

the alert, Item the alert represents as well as the type of alert. If the list of alerts grow beyond the size

of the widget, a scroll bar appears to facilitate viewing the complete list. User can customize the number

of latest alerts to be visible in this widget.

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Figure 2-20: Monitoring Active Alerts Widget

2.4 Help Desk The Helpdesk area is where you can work on Service Request related tasks. You can open a new Service

Request or Change Control (depending on assigned permissions), view the summary of “Assigned” or “In

Progress” tickets, Aging Summary of all tickets in queue, and generate various reports.

2.5 Reports

2-21 : Help Desk View

The Reports area displays the various reporting functionality for a particular company. Each report

listed allows different functionality based on function. Reports can be filtered, exported in various

formats, scheduled and shared between other CSC users.

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2.6 SLA Reports

2-22 : Reports Listing

The SLA Reports area displays company reports by a timeframe. Each company the user has access to

can be selected, start and end dates chosen and reports can be exported as HTML or as Excel.

2.7 Help

2-23 : SLA Reports

HELP, located in the upper right menu of CSC, displays the latest version of the CSC User Guide. Please

direct any issues with the system to include enhancement requests to your company’s engagement

manager.

2.8 My Profile My Profile, located in the upper right menu of CSC, displays your user profile and associated information. You can modify this information by clicking the “Edit My Info” menu described in the next section.

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2-24 : User Profile

2.8.1 Edit Personal Data Within My Profile section, under Actions, select Edit my Info to update available personal data fields. You will be able to edit & update the personal info detailed below. It is advisable that your contact information be populated and periodically checked for accuracy. This will ensure your service delivery team always knows how to get in contact with you. It is also important to note that the times on your tickets will be based on the Time Zone set, so ensure that this field is accurate as well. The lower check boxes control which notifications a user receives and when. These can be adjusted as desired.

2-25 : Edit a User Form

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2.8.1.1 Managing Passwords

CSC provides several ways to recover or change your password. For security and compliance passwords

in CSC must meet the following criteria:

• Password must be at least 8 characters and must contain at least one lower case letter, one upper case letter, and one digit.

• Account lockout threshold - 5 invalid logon attempts

• Account Lockout duration – 5 minutes • Reset account lockout counter after 5 minutes

• Enforce password history – 3 passwords remembered

• Maximum password age – 90 days • Minimum password age – 1 day

2.8.1.2 Changing Passwords

You may reset a forgotten password by entering your e-mail address at the CSC Login page and selecting

the forgot password link. On the resulting pop-up, confirm the correct email ID associated with the user

and then click “here” to reset.

2-26 : Changing your Password

On the new page, enter your email address that is tied to your account. CSC will generate an email to

you with a reset link.

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2-27 : Reset Password Form

Clicking the provided link within the email will prompt you to change the password on the subsequent

screen as shown below. Once the reset is successful, CSC will authenticate you and you will be able to

view the default “Dashboard” view associated with your user profile.

2-28 : Reset of Password

2.8.1.3 Password Reset (Self Service)

If you are already logged into CSC, you can reset your password by updating the “My Profile” section of

CSC. Within the “My Profile” section, click “Edit My Info” located in the Tools menu and you will be able

to set your new password below the login name.

2.8.2 Smart Search Button CSC provides a search function, called Smart Search, that is available at all times within CSC. Smart

Search provides the ability to search on attributes like ticket numbers, key words, user names, etc.

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Capgemini Service Center (CSC) User Guide Help Desk

2-29 : Smart Search Area of CSC

Results from the Smart Search include items from Help Desk, Activity, Assets, Users, Internal Notes,

Resolution and Companies. Filters within the Help Desk Tab allow refining the results. Additionally,

results from a Smart Search can be exported to Excel.

2-30 : Smart Search Results

2.8.3 Printing To print the contents of the active display, select Print located in the upper right menu of CSC under

your Name.

3 Help Desk

2-31 : Print Menu

The Helpdesk section is one of the core components of CSC. The Help Display is comprised of 4 sections;

Summary, Service Requests, Aging Summary, and Custom Report as shown below:

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3-1: Help Desk Menu

Additionally, the Helpdesk section includes two important menu items located within the Actions Menu;

New Service Request and New Change Control, both of which are explained in subsequent sections.

3-2: Creating a New Service Request or Change Control Menu

3.1 View Summary of Requests The Summary section provides a brief summary regarding the status of tickets for the selected company.

Select the company and click “View Summary” to generate a display similar to below:

3-3: Summary of Requests View

The matrix associates the types of requests with their current status.

Types: Unspecified, Technical Issue, Functional Issue, Security, Complaint, Enhancement, Change

Control, and Transport (these may vary by Company/Customer)

Service Request Status options: Unassigned, Assigned, In Progress, Customer, Vendor, On Hold,

Scheduled, Completed Success, Completed Warnings, Completed Failed, Closed, Canceled, and Deleted

(these also may vary by Company/Customer)

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3.2 View Service Requests From the Helpdesk menu, select “Service Request” to view the master listing of service requests. Various

“Filter” criteria can be used to generate the desired summary of content. Several built-in filters exist by

default as well as the creation of custom filters. Within the Custom Filters section, it is possible to

choose multiple “Requestors” as well as multiple “Assigned To” values.

3.3 View Aging Summary

3-4 : Help Desk Filters

This section will display all Tickets for a particular Company that can be tracked as a function of time (i.e.

when the SR Ticket was opened: Today, Yesterday, This Week, This Month, Last Month, Older).

3.4 Custom Reports

3-5 : Aging Summary

The Custom Report section is used to generate a desired custom report, create a new custom report, or

import/export existing custom reports. Clicking “Create” while “New Custom Report” is selected

launches the “Custom Report Wizard”. This will walk you through the creation of your new custom

report.

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Capgemini Service Center (CSC) User Guide Service Requests

3-6 : Custom Report Filters

You will be presented with the following popup that describes the process for creating custom reports. The wizard will assist in the custom report process by providing detailed instructions within a workflow. Click “Next” and follow the prompts to create your own custom reports.

3-7 : Custom Report Wizard

Once complete, you will be able to select your report from the Custom Report dropdown and Edit, View the report on screen, Download the results to Excel, Export, or Delete the report.

4 Service Requests

3-8 : Selecting a Custom Report Filter

4.1 Open a New Service Request Before opening the first Service Request, check with your e-mail administrator to ensure that

‘[email protected]’ is included in their ‘white list’. Otherwise, acknowledgement e-mails

from CSC may be treated as spam or junk e-mail.

mailto:[email protected]


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To open a New Service Request, follow the below steps:

1. From the Help Desk Display, select “New Service Request”

4-1: New Service Request Form

2. You can select various criteria as defined for your company.

3. Enter the Title of your Service Request and the Ticket Details.

4. Use the pull-down menus to set:

1. Priority

2. Severity

3. Status

4. Call Type

5. Category

6. Call Source

7. Application

8. Due Date

Fields denoted with an asterisk (*) require an entry. The status field is unassigned when a ticket is

first created. Please note: The values contained in the various drop down fields are customizable on

a customer by customer basis. Therefore, the values you see depicted in this guide may vary from

your configured values.

5. Optionally, you can add one or more “Watchers” to the ticket. Any Watchers will receive

informational e-mails any time the ticket is updated or its status is changed. To add a watcher,

simply begin typing their name in the “Add Watcher” box and select the appropriate entry.

Alternatively, you may select the user from the dropdown below the Add Watcher field.

4-2: Adding a Watcher to a Service Request

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6. Optionally, to limit the access to the ticket to only people in the Assigned to, Requestor, Modified

by, and the Watchers field, check the RESTRICTED box (If this option is enabled for your company):

4-3: Setting the Restricted Option

7. When done, click Submit Ticket. This will result in a generation of a unique SR Related ticket number

displayed. A set of tabs are included as follows:

View Ticket – Summarizes the initial ticket description and time stamp.

View Activity – The View Activity Tab shows any activity logged against that Service Request and the

time logged against that activity.

• Enter comments on work completed or requests for additional information such as the

results of testing, request for more details, comments, and so on.

• Upload file attachments to provide additional information to assist with the processing of

the ticket. (Note: There is a 10MB limit on attachments)

• For security purposes, the following attachment types are prohibited:

'exe','scr','wma','wmv','com','swf','asf','mov','dll','msi','sh','ksh','bash','csh','tcsh'

Ticket History – One line descriptions of activities on the ticket.

Attachments – Lists files added to the ticket.

Children – Tasks associated with the original request

8. The system also issues an email acknowledgement to the requestor and all watchers. The Capgemini

Support Team, Requestor, and all watchers receive e-mail notification when the ticket is created,

updated, edited, or closed.

9. A Capgemini support person then opens the request and assigns a resource. When the support

person adds information, new activities, closes the ticket and so on, the system issues e-mail

acknowledgements.

4.2 Open Service Request via E-Mail A Service Request can be created by sending an e-mail to [email protected]. If you have an

ID within CSC (same as your email address) the helpdesk system opens a ticket with the contents of the

email as the “Ticket Details”. The subject line of the e-mail becomes the “Title”. The sender becomes

the “Requestor” and the CC line of the e-mail adds watchers to the ticket.


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All email tickets are opened with default values for priority, severity, assignment, type, category, and

application unless overridden using the advanced parameters documented below. The defaults are

defined when your Company is created within CSC.

Advanced functionality includes parameters that the user can pass via subject line to update different

fields of the ticket. To specify a custom value the format would be [customervalue:value] located in the

subject line. An example would be [Priority:Medium]. The Subject line needs to be in the following

format:

To create a ticket: Ticket Title [parameter1: value1] [parameter2: value2] [etc…]

The CC line of the e-mail allows the addition of watchers to the request including the

auto watchers list (this assumes a user with the corresponding e-mail address already

exists in CSC).

The Body of the e-mail will become the ticket description.

To update a ticket: Ticket# [parameter1: value1] [parameter2: value2][etc.]

The body of the email will become the activity description.

Additionally, there are many parameters that can be used to create or update any ticket field including:

• Application

• Call source

• Call type

• Category

• Change Control Approval

• Change Control Category

• Change Control Type

• Change Impact

• Change Type

• Environment

• Priority

• Root Cause

• Severity

• Status

• Transport Timing If any parameter or value name is misspelled or if the value name is not applicable to the user’s

company, CSC will still create/update the ticket, but will e-mail the user with the notice that one or

several parameters and/or values were incorrect.

Users can send an empty email with the subject line “help” to [email protected] and the

CSC system will respond with all the available parameter names and values for the user’s company.


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Ticket Title can be sent as one of the parameters in the subject line as well as writing it in the subject

line as a standalone value.

The Company id parameter will allow a ticket to be created under a different company the user has

access to. If the user does not have access to the specified company, the system will ignore this

parameter and create a ticket under the user’s default company.

All the parameter names and values are case-insensitive

4.3 Update/Edit Service Request The “Edit Service” request lets you update select descriptive fields and allows for files to be attached to

service requests.

1. From the Service Requests section or by using the Smart Search function, locate the ticket to

update. Select the ticket by clicking on the request number and the request will be opened in Edit

mode and display a screen similar to the following:

4-4: Editing a Service Request

2. Various tabs are available to track the updated status on the ticket. You can change values for all

open pull-down menus.

View Ticket: View Ticket Tab will list the original submission.

View Activity: View Activity Tab will list all the Activities added to the ticket since its initial creation.

Add Activity: Add Activity tab allows for new updates to be added to the request. Files such as

supporting documentation or screen captures depicting error messages can be attached to the

ticket from this tab. Additionally, a “Root Cause” field becomes available when the ticket status is in

a closed state.

Ticket History: Ticket History tab shows a brief one line description of all updates or changes to the

ticket since its creation.

Attachments: Attachments tab lists all files attached to this ticket. From this tab the attachments

can be viewed or deleted.

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Children: Children tab lists all tickets that are related to this ticket. Current ticket is the parent and

related tickets are considered children.

3. As actions are taken, the ticket is updated accordingly and an email acknowledgement is sent to the

ticket requestor, assigned individual, and any watchers assigned to the request.

4. A ticket can be copied to a new ticket or promoted to a Change Control. A copied ticket will create a

new ticket with most required fields prefilled. Promoting a ticket to a Change Control will take the

existing service request and generate a new Change Control with most fields prefilled. These

options are available at the top of any service request:

4.4 Service Request Customization

4-5: Tools Menu

Custom columns on the “Service Requests” page are possible. Users can press “Modify Columns” button

to customize the columns:

4-6 : Manage Columns Button

Once the “Manage Columns” button is pressed, a dialog will pop up where Users can add/remove

columns that they want to appear on the “Service Requests” page. To add a new column, simply click in

an empty area and a listing of available columns will be shown:

4-7 : Manage Columns Dialog

31 Version 3.7

Capgemini Service Center (CSC) User Guide Change Control

5 Change Control

5.1 Overview Change management is a crucial component to ensure that standardized methods and procedures are

used for efficient and prompt handling of all changes to IT infrastructure. This helps to mitigate risk and

minimize the number and impact of any related incidents upon service. CSC can be leveraged to

manage change control and can be integrated into a customer’s current change management processes

and procedures. Change control requests are generally defined in two major categories: SAP Transport

requests or Infrastructure/Hardware/Software requests.

5.2 SAP Transport Requests All change control processes are started with a change control request either from or for the customer.

Change controls are subject to approval by the individual(s) designated as “approvers” of the

corresponding change control type.

1. From the main Help Desk screen under the Actions menu, select “New Change Control”.

5-1 : New Change Control Menu

2. Using the pull-down menus, set values for the following fields: Priority, Change Type, Change

Impact, Change Control Category, Severity, Environment, Transport timing and Due date (if needed

by a specific time, such as after hours at 23:00:00). Note: As this request is a transport request, do

not change the Status, Change Control Type or Call Type.

3. Complete the data fields, as follows:

• SAP transport number - enter the SAP transport request number(s)

• Description - Enter the transport description and any special actions that need

to be taken.

4. If there are multiple transports, and you would like to enter them on an MS Excel spreadsheet, use

the Attachments tab. Browse to attach the spread sheet and then indicate in the *Description field

that the transports are detailed in the attached spreadsheet.

32 Version 3.7


5-2 : Title and Ticket Details Form

5. Select Submit Ticket and the new change control request will be submitted. Note the transport

defaults to an Approval Status of ‘Pending Approval’.

5-3 : Approved Change Control

An acknowledgment e-mail is sent to the requestor and to the Capgemini support staff. A ‘Change

Control Approval’ email is also issued to individuals in your company designated with approval roles.

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5-4 : Change Control Approved Email

6. The email received by the designated company Approver(s) includes Approve or Decline links.

5-5 : New Change Control Email for Approval or Decline

7. The approver(s) select either Approve or Decline. The approver(s) are then prompted to log on to

https://service.capgeminihosting.com. The Transport Request displays with an ‘Approved’ status.

The status can be changed back to Declined again if there is a reason for doing so after the initial

approval.

8. Once the transport is approved, the Capgemini Hosting Team imports the transport into the

requested system(s) at the specified times (if indicated). They first run a query in the CSC using

advanced search options, selecting Change Control Status of In Progress

5-6 : Change Controls In Progress



34 Version 3.7


9. The Capgemini Hosting Team selects the approved request and reviews the description field for any

special handling and target destinations

10. Once the transport is completed, the Capgemini Hosting Team updates the CSC Transport Request.

Select Status to change the ticket status to one of the following:

• Completed - Success

• Completed - Warnings, or

• Completed – Failed

5-7 : Service Request Status Update

11. The Capgemini Hosting Team then enters the transport return code in the Activity Description field.

5-8 : Transport Return Code

12. An email notification is then sent to the Requester informing him of the Transport results.

35 Version 3.7


5-9 : Request Closed Email Example

5.3 Infrastructure/Hardware/Software Requests The process to create a Change Control Request for an Infrastructure, Hardware or Software change is

similar to creating a Transport Request. It requires the same authorization procedures as a Transport

Request.

For any company there can be more than one designated approver, each with different levels of

approval. For example, approval for Development, Test and / or Production Environments, and approval

roles for each of the four Change Control types. Following are examples of varying approval levels:

• User [email protected] may have approval roles for Test (includes all levels below

Development), for Transports and approval roles for Production for Hardware Change Control

Type

• User [email protected] might have approval roles for Production Level for all

Transports (includes development, test, sandbox and so on), Production level for Software, but

only Development for Hardware and Infrastructure.

• User [email protected] may have Production-level authorization for all four change

control types.

To create a new Change Control Ticket:




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1. From the main Help Desk screen, select “New Change Control”

5-10 : Adding a Change Control

2. Complete the form as required. As an example:

1. Set Change Control Type to Hardware.

2. Set Priority (in this case to High).

3. No need to set Change Type and Change Impact (not relevant for this exercise).

4. Assign values to Change Control Category, Severity, Environment, Category, and Due

Date.

5. Enter a brief description into Title field.

6. Enter a detailed description into the Description field.

3. Select SUBMIT

5-11 : Adding a Change Control

4. As occurs with any new Change Control - Transport Requests, CSC issues an email to the

creator of the ticket and the Capgemini Support team.

37 Version 3.7

Capgemini Service Center (CSC) User Guide Reporting

5. CSC issues a Change Control Approval e-mail to company approvers who have responsibility

for the proper level and type; in this case Hardware – Production

6. The approver selects the Approve link in the e-mail (same as for Transport Requests). (The

approver does not have to use the link in the Change Approval email for any of these four

types of Change Control requests. The approver can log in directly or, if already logged in,

can select the Change Control icon on the Help Desk Screen.)

7. Once the list of change control requests is displayed on the CSC, the approver selects the

change control request, and then changes Approval Status. After the company approver

approves the change, the task requested is performed and the ticket will be updated with

the corresponding information.

8. CSC closes the ticket and an acknowledgement email is issued.

6 Reporting

6.1 Reports Reports may be generated by selecting the “Reports” button from the left menu. The figure below lists

the available reports by Report Title and Description. These reports may be viewed online in HTML or

opened/downloaded as an Excel spreadsheet. Reports can be scheduled on a Daily/Weekly/Monthly

basis and recipients can be added under different time zones. Additionally, users can enable or disable

scheduled reports and well as edit and copy scheduled reports.

6-1: Reports Screen

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Capgemini Service Center (CSC) User Guide Reporting

6.2 HTML Reports You can create an on-line customized html report detailing ticket criteria you have chosen from the CSC

helpdesk screen. Follow the steps below to run an html report using the “Response Time Metrics Filter”.

1. First choose your ticket criteria by clicking the arrow near “Expand Filters” and click ‘Apply’ to

populate the tickets. In this case, only tickets generated this month will be returned

6-2: Expanding Filters

2. If you would like to save a filter as a custom report, click the “Save” button. It will allow you to

use this custom filter for future use as well as offer the ability to share the saved filters with

other CSC users.

6.3 Viewing and Downloaded Excel Reports First choose your ticket criteria and click Reports → Get Excel Sheet to create the report in Excel format.

In this case, only tickets generated this month will be returned. You may open or save the Excel file on

your client.

6.4 Scheduled Reports

6-3: Generating an Excel Sheet from a Report

Custom reports can be scheduled and emailed to specified recipients. From your report page, select a

filter and click Schedule Report.

6-4: Schedule Report Menu

Users can click “Schedule Report” button and the popup dialog will come up where users can specify

different recipients and change the schedule time/day of the Scheduled Reports.

39 Version 3.7

Capgemini Service Center (CSC) User Guide Monitoring

7 Monitoring

6-5: Adding a Scheduled Report

Monitoring within CSC offers live views into our various monitoring solutions. Currently Nodes, Volumes

and Interfaces are available. Access to the Monitoring section requires CSC users to have required roles

to access the section.

7.1 Nodes From the Nodes page within CSC, first select the company you would like to view information for.

Clicking the company name will present a searchable drop down that allows for easy company

selection.

7-1: Choosing a Company

Choose your company and click “Change Company”. Once a company is selected, a list of all nodes for

your company is displayed.

Nodes Filters - The Nodes Filters section allows an easy way to find the node or nodes that you are

interested in. Nodes can be searched by keywords, Host Group and Status filters. Once the filter criteria

is defined, click “Search”. To reset the filters, click “Clear Filters”.

Figure 7-2: Nodes Filter Section

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Nodes – The Nodes section lists all nodes defined from the Nodes Filters section. Each node is

represented by a row which lists the Nodes current Host Group, Name, IP Address and the Status. Each

column is sortable and the Name column is sorted by default.

7-3: Node List View

Additional columns can be added or removed by clicking the “Manage Columns” button. To remove a

column, simply click the X next to the column name. By default, Alias is hidden but can easily be added:

7-4: Manage Columns Dialog

7.1.1 Node Details View If permissions allow, it is possible to view the details of a Node from the Node List View. When in the

correct role, the Node List View has additional options to include the ability to edit a Node, view Node

Details and to link directly back to our Monitoring Solution:

41 Version 3.7


7-5: Node List View with Additional Permissions

To view a Node detail, click the Name of the Node you are interested in. The top section will show

general Node Details:

7-6: Node Details General

Below are tabs that offer the following:

• General Tab - The General Tab contains Average CPU and Memory Utilization for the past 24

hours.

• Overall Status Tab – Shows Ping response, Volume Status and Application Status

• CPU Tabs - Shows charts for last 24 hours, last 7 days, last 30 days, last month, last 3 months,

last 12 months The following Charts are available:

o CPU Avg

o CPU Min/Max/Avg

o Multi-CPU Avg Load

• Memory Tabs - Shows charts for last 24 hours, last 7 days, last 30 days, last month, last 3

months, last 12 months The following Charts are available:

o Memory Avg

o Memory Min/Max/Avg

o Memory Avg Percent Used

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7-7: CPU and Memory Charts

• Network Tabs - Shows charts for last 24 hours, last 7 days, last 30 days, last month, last 3

months, last 12 months The following Charts are available:

o Response Time

o Response Time Min/Max/Avg

o Latency and Packet Loss

7-8: Traffic and Percent Utilization

• Volume Tab – Allows viewing of each volume and shows information such as Size, Space used in

GB, Percent Used and also features historical data. Clicking on a volume will open the Volume

Details page which explained in a below section.

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7-9: Disk Volumes

• Alert Details Tab – Gives alerting and threshold information for Node Down, Hardware, CPU,

Memory and Volume alerts

• Polling Details Tab – Displays Polling engine data such as its name, IP, how the node is polled

and other information such as last poll time.

7.2 Volumes Volumes section within Monitoring shows all volumes for the selected company. All features are

available for filtering and column management that are within the Nodes section.

The Volumes List view displays the associated node, the volume label, size of the disk, space used,

percent used as well as volume warning or critical status. Clicking the Node will link to the Node Page

and clicking on the Volume will navigate to the Volume Details page.

7.2.1 Volume Details View Clicking on a volume from the volume list view will open the details page. The top of the page contains

general volume information, followed by many tabbed data pages:

7-10: Volume Details Page

The information on each tab is below:

• General Tab – Summarizes volume information to include space used, available, percent

utilization.

• Percent Utilization Tab – Shows Percent Space Used charts for last 24 hours, last 7 days, last 30

days, last month, last 3 months, last 12 months.

• Space Used Tab – Shows Average Disk Space Used charts for last 24 hours, last 7 days, last 30

days, last month, last 3 months, last 12 months The following Charts are available:

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• Queue Length Tab – Shows Disk Queue Length charts for last 24 hours, last 7 days, last 30 days,

last month, last 3 months, last 12 months The following Charts are available:

• Total IOPS Tab – Shows Total IOPS charts for last 24 hours, last 7 days, last 30 days, last month,

last 3 months, last 12 months The following Charts are available:

• Avg. Sec Per Transfer Tab – Shows charts for last 24 hours, last 7 days, last 30 days, last month,

last 3 months, last 12 months.

• Alert Details Tab – Gives alert and threshold information to include Volume Critical and Warning

Alerts



7.3 Interfaces Interface section within Monitoring shows all monitored interfaces for the selected company. All

features are available for filtering and column management that are within the Nodes section.

The Interface List view displays the associated node, IP Address, Physical Address, the interface label,

interface speed and the interface type. Clicking the Node will link to the Node Page and clicking on the

interface label will navigate to the Interface Details page.

7.3.1 Interface Details View Clicking on an interface from the interface list view will open the details page. The top of the page

contains general interface information, followed by many tabbed data pages:

7-11 : Interface Details Header

The information on each tab is below:

• General – Summarizes the Interface information to include type, average packet size, etc and

includes two charts (Percent Utilization and Total Bytes Transferred)

• Percent Utilization – Shows charts for last 24 hours, last 7 days, last 30 days, last month, last 3

months, last 12 months

• Bits - Shows charts for last 24 hours, last 7 days, last 30 days, last month, last 3 months, last 12

months. The following Charts are available:

o Average Bits/Sec

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o Total Bytes Transferred

• Packets – Shows charts for last 24 hours, last 7 days, last 30 days, last month, last 3 months, last

12 months. The following Charts are available:

o Average Bits/Sec

o Total Bytes Transferred

• Interface Errors and Discards – Shows charts for last 24 hours, last 7 days, last 30 days, last

month, last 3 months, last 12 months

• Alert Details Tab – Gives alert and threshold information to include Interface Critical and

Warning Alerts as well as Down Alerts.



7.4 Applications Applications that are monitored can be viewed within this section and contains basic monitoring

information at this time. This section is similar to the sections before where applications can be

searched, filtered and sorted. Default columns shown include Host Group, Node Name, IP Address,

State, Application Name and the Application’s status. Additional columns are available and include

‘Unmanage From’ and ‘Unmanage Until’.

7.5 Component Monitors Component Monitors are individual monitored items within an Application. Component Monitor

section within CSC displays basic monitored information and include all the basic functionality found in

other sections. Default columns include Host Group, Node Name, IP Address, State, Component

Monitor Name and the Component Status. Clicking the ‘Manage Columns’ button reveals the additional

columns ‘Application Name’, ‘Application Status’, ‘Unmanage From’ and ‘Unmanage Until’.

7.6 Monitoring Reports Monitoring Reports allow viewing of live and historical data quickly and easily for a given company. As

with other CSC Reports, many features are available to include export, filtering, sorting, column

management as well as report scheduling.

The following Monitoring Reports are currently available:

• Active Alerts

• Alerts Sent

• All Monitored Items

• Average Response Time and Packet Loss (Chart based report)

• CPU and Memory (Chart based report)

• Current Status

• Datastore Utilization (Chart based report)

• Fixed Disk (Chart based report)

• In/Out Average bps of Interface (Chart based report)

• Interface Alert Custom Properties

46 Version 3.7


• Min/Max/Average bps of Interface (Chart based report)

• Min/Max/Average Utilization of Interface (Chart based report)

• Node Alert Custom Properties

• Node Availability

• State Change by Interface

• State Change by Node

• Total Bytes Transferred (Chart based report)

• Volume Alert Custom Properties

Monitoring Reports have unique filter capabilities not found in other CSC Reports. Monitoring

Report filters are designed to show the most data and then can be adjusted to retrieve only the

results required. Below are the available filters:

• Company – Reports can be ran against a selected company

• Filter by – Results can be filtered by Company (all nodes), one or more Host Groups, or by

individual nodes.

• Time Period – Some reports can be defined by a date range. For scheduled reports, it is

recommended to use built in options such as ‘last month’ or ‘last 7 days’. For

troubleshooting, specific date ranges can be entered.

7-12 : Monitoring Reports Filters

Each report also contains unique columns. Default columns are selected, but this can be easily changed

and additional columns can be added.

7-13 : Report Columns

Reports can be saved, making it very convenient to run routine reports. Additionally, saved reports can

be scheduled and completely automate reports.

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Capgemini Service Center (CSC) User Guide Mobile Application

7-14 : Monitoring Report Functions

8 Mobile Application

8.1 Initial Application Setup Our mobile application has been developed to complement our web application. It has been designed for quick and easy access while away from your desk. The mobile application will run on any Apple product capable of running IOS 6.0 or above and must have the ability to connect to the Internet. The application is universal, accounting for different screen sizes such as the iPad and iPad Mini. Depending on your device’s screen size, orientation and some functionality will be different. This section will focus on the iPhone, iPod sized devices. Later in this Guide, we will cover differences and additional features of the larger devices.

The first time you open the application from your Home Screen, you are presented with a login screen. You will be required to enter your Username and Password that you currently use from the web application.

8-1: Authentication from the Mobile Application

The mobile application adheres to Apple's design principles and navigation of the application is straight

forward. Basic functions are present within the application and the terminology discussed here will be

used throughout the documentation.

48 Version 3.7


Each Screen will consist of tabs at the bottom that allow quick access between sections. Those sections

covered are Tickets, Create SR, Create CC and My Info:

8-2: Bottom Tabs

Some areas of the application have subsections. In this case, a new tab will appear above the standard

section tabs:

8-3: Subsection Example

Each Screen will consist of a Navigation Bar at the top that allows easy navigation between screens and

presents different information to you depending on its context. For example, this is the navigation bar

at the beginning of a section:

8-4: Navigation bar Example

Once you are deeper within a section, you will have the option to go back one screen. In the example

below, the left button will bring the application back to the main ticket screen. Additionally, information

is displayed such as ticket count and an option to refresh the page.

8.2 Ticket Section

8-5: Ticket Count from top Navigation Bar

Upon successful login, you will be presented with the Tickets section. This section allows quick access to

your tickets to not only view, but to also edit. Additionally, if you know the Ticket ID you would like to

view, you can enter the number in the Search Tickets Section

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8-6 : Tickets Section

Custom filters that you have previously setup are available allowing quick ticket drill down:

8-7 : Custom Filters

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Once a filter is selected and the filter button is clicked, a list of tickets matching your filter criteria will be

presented. The navigation bar within the ticket results screen gives important information to include

ticket count and an option to refresh your filter results.

Within the Ticket List screen, ticket information is presented and includes the Ticket Title, Company,

Ticket Number and the Date the ticket was submitted. Tapping on a ticket will open the ticket to view

more information.

8-8 : Ticket List Screen

Within a ticket view, you are able to view all details of the request. The General section will give basic

information about the ticket and includes the ability to drill down into more information to include

viewing the complete details of the ticket, all associated Activities and the ability to view History Logs.

Additionally, you can add a new activity by tapping the Add Activity button.

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8-9 : General Ticket Information

Scrolling down on the ticket view screen, more details can be retrieved and sections include Company

Info, User Info and Lookup Values.

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8-10 : Additional Ticket Information

To view activities for a ticket, tap on "View Activities" within the General section of the request:

8-11 : Ticket Activities

A new screen will give general information for all activities on the ticket. Information includes a brief

description, hours worked, user and date the activity was added. Tapping in a specific activity will give

the full description as entered by the user.

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8-12 : General Ticket Activities

To add a new activity, tap the "Add Activity" button located within the General section of a ticket:

8-13 : Adding a New Ticket Activity

Adding a new Activity has all the features present on the main website. Items that can be added include

activity description and hours worked. Additionally, ticket information can easily be changed here.

Items that can be modified include the assignee, members watching the ticket, status, priority, severity

and the type of application.

54 Version 3.7


8-14 : Example Adding Activity

To view ticket history, tap "View History Logs" from with the General section of a ticket. A new screen

will appear with a brief listing of all items performed on a particular ticket. Tapping on a particular log

will allow a detail view of the item.

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8.3 Creating a Service Request

8-15 : Ticket History

Tapping on the Create SR tab will bring you to a screen where a new Service Request can be entered.

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8-16 : Creating a new Service Request

Once you submit the Service Request, a confirmation alert will confirm its success and give you the new

SR Ticket ID:

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8-17 : New Service Request Confirmation

8.4 Creating a Change Control Tapping on the Create CC tab will bring you to a screen where a new Change Control Request can be

entered.

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8-18 : Creating a new Change Control

Once you submit the Change Control Request, a confirmation alert will confirm its success and give you

the new ticket ID.

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8-19 : New Change Control Confirmation

8.5 My Info Section Tapping on the My Info Tab will present a screen allowing you to see your login account information and

your notification settings. This information is read only from the mobile application.

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8-20 : My Info Example

Tapping the "View additional Details" item located at the top of the My Info Screen will bring allow you

to view your assigned Roles, Permissions, Groups and assigned Companies.

Roles Button will show all roles assigned to your account.

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8-21 : Roles Assigned

Permissions Button will show all assigned permissions

8-22 : Assigned Permissions

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Groups Button will show all groups your account is assigned to.

8-23 : Groups Assigned

Companies Button will show all companies you are currently assigned to.

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8.6 IPad Application Differences

8-24 : Assigned Companies

Larger devices like the iPad and the iPad mini can offer much more information on the same screen.

Our application has taken full advantage of the larger screen and allows working on tickets and service

requests without losing visibility to other items within the system.

Basic application functionality is the same on an iPad device, but there are some differences in the way

the information is presented.

8.6.1 Portrait vs Landscape Mode and Navigation In Portrait Mode, the current content will take the entire screen of the application:

8-25 : IPad Portrait Mode

To access the filter menu, either slide your finger from the left edge of the screen or press the Menu

button located at the upper-left:

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Your menu will appear as follows:

8-26 : IPad Menu

In Landscape mode, the menu will always be visible:

8-27 : IPad Landscape Mode

In either mode, navigation within the application will be the same. Tickets can always be accessed from

the left menu bar. Additional areas can be accessed through the main menu located at the upper right

area of the application:

8-28 : Additional Menu Options

Options in order include Ticket Search:

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8-29 : Ticket Search

My Info:

8-30 : My Info

Create Change Control Ticket:

8-31 : Create Change Control

Create SR Ticket:

8-32 : Creating a Service Request

And finally, the option to log out:

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8-33 : Sign Out Dialog

8.6.2 Working with Data On a larger screen device, instead of navigating from one screen to the next, the application uses popup

menus to complete required fields. In most cases, you will remain on the same screen during the entire

session. Below are a few examples of options that use a pop up menu.

Adding an Activity to a Ticket:

8-34 : Adding Activity to a Ticket

Selection of a Company:

8-35 : Selecting a Company

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Capgemini Service Center (CSC) User Guide Assumptions and Client Responsibilities

9 Assumptions and Client Responsibilities

9.1 General Assumptions Successful implementation of the project assumes:

• All Capgemini employees, regardless of location, will use this tool for your project.

• All Clients will use this tool (even if only via email) for all Service Requests.

• Clients will have access to all data under the clients company(s).

• Clients will not be given access to internal functions outside of the helpdesk.

• All Client accounts will be on company e-mail systems.

• Client will assign a dedicated manager/POC.

9.2 Client Responsibilities Client’s responsibilities for the project are as follows:

• Provide company specific email addresses to be used as a user name. (Capgemini blocks all

email from public email servers to the ticket system).

• Participate in walkthroughs for the specifications provided by Capgemini, and resolve and

provide feedback on issues raised by Capgemini.

• Work with the Capgemini project/engagement manager(s) to define a project schedule and

define and manage project risks.

• Provide sign-off for Capgemini deliverables within three business days of delivery. After this

three day period, the deliverables will be assumed to be signed-off.

• Provide Capgemini with a copy of their programming and documentation standards manuals.

• Perform all other tasks and activities reasonably required in order for Capgemini to complete

the services in a timely manner.

capgemini service center (csc) user guide

Documents