Enterprise Service Management                                           ESM Webinar

For an organization that has multiple departments, such as HR, Finance, Facility, etc., one instance of a service desk may not efficiently meet everyone's requirement. It can also get a little hard to manage and organize various requests across departments under one instance. Therefore ServiceDesk Plus Cloud has come up with a solution, in form of Enterprise Service Management (ESM), which allows you the luxury of having multiple service desk instances across departments so that you can manage your services effectively. In this setup, OrgAdmins can create new service desk instances for various departments that exist in their organization and assign owners who can add users and offer services to them.  

Quick Links For Setting Up the ESM

Configuring Organization Details

Managing Users

Verifying Domains

Configuring SAML

Importing Users from Active Directory

Import Users from Azure

Creating Service Desk Instances

ESM Portal (Customizing the ESM Portal / Customizing the ESM portal URL)

Switching Instances

Webinar on ESM

Creating Service Desk Instances

Departments across an organization can create separate service desk instances to offer their services to end-users by using this option.  A user with an Org Admin privilege can create new service desk instances.

To create a new instance, access ESM Directory by clicking the Instances icon [Present at the top of the Navigation Pane].

1. Select Service Desk Instances. Available service desk instances within the organization will be listed in cards.
2. A new card with an option to add a new service desk instance will be shown.

3. Click New Instance.
4. Fill in the display name, description, URL name, and type of the service desk.
5. Select an Owner for the Service Desk who will have access to invite or remove users from the service desk.
6. Configure Access Scope to set who can view that service desk. You can select either everyone/only user with explicit permission.
7. Click Create. Once the service desk is created, it will appear in the ESM Portal.

Managing Users

With the introduction of ESM, users can now be imported from active directory to a common ESM directory. Once you have imported users from the active directory, they will be listed under the Users section of the ESM Directory. From there, they can be imported to a particular instance.  
 

Adding Users

1. Click on the Users tab from the left panel. 
2. Click on New User to add a new user to the service desk instance. 

Sample mail for OTP

Change Login Password

Click a user and use the Change Password button or bulk change passwords from the list view. You can also log out the user from all machines when changing the password.

Provide User Management Privileges

Select Organization Admin checkbox to make a user as the Organization Admin. Organization Admins can:

• Add/Delete Users(both Requesters and Technicians) with Login permissions.
• Enable/Disable Logins for Users(both requesters & technicians).
• Assign roles for Technicians.
• User Management using Provisioning App.

There can be any number of Organization Admins.

1. Click Save. If you want to add more than one technician, then click Save and add new button.

A mail will be sent to the technician, who on clicking on the Accept Invitation link, the login name of the technician will be displayed in the technician list. This to suggest he has been added as a technician with the defined access privileges.

1. If the Technician does not accept the invitation within your set time period, you can then click Reinvite.

2. If you decide to give the login access for the technician at a later time, you can save the technician details without the login details. For this, you need to stop with the step 5 and click Save. Later you can add the login details by editing the technician details.

3. At any point, if you decide not to add the new technician, then click Cancel to get back to the technician list. Clicking the View List link on the top right corner of the add technician form will also take you to the technician list view.

Removing Users

To delete users from the organization, select users from under the Active Users list and click Delete. 

To import users from the Organization Directory to a service desk instance,

1. Head to Setup.
2. Click Service Desk Configurations.
3. Under Users & Permissions, click the Requesters tab.
4. Click Import Users menu, and select Import from Organization.

Import Users from Azure

Role Required: SDAdmin and OrgAdmin

1. Go to ESM Directory > Users.

2. Under the users list view, click Import Users > Import from Azure.

3. On the authorization popup, click Allow. You will be directed to the Microsoft authorization page.

4. Sign in to your Microsoft account. On successful completion of the authorization process, the Import from Azure page will open.

5. Choose users you want to import and click Import Now.

ESM Portal

ESM Portal is a place where end users can find all service desk instances available to them. Whenever an Org Admin adds a new service desk instance it will be displayed in this portal. Technicians with Org Admin privilege can customize the portal. 

Shown below is the default appearance of an ESM Portal with 3 service desk instances. 

Customizing the ESM Portal

The portal's layout and theme can be customized. External links to an organization's resource page or an intranet page can be added into the portal as well. 

To customize,

1. Click ESM Directory by clicking the Instances icon [Present at the top of the Navigation Pane].
2. Select ESM Portal.  
3. Under the Customize organization portal, click Customize the Portal.
4. In the Customization page, you will have template variables to render various elements for the layout.

5. Click the required variable to add to the code. You can type in custom codes for adding external links for intranet pages or resource pages.
6. You can preview the output by toggling to the Preview mode placed at the top of the code.
7. If you want to undo the changes made in the code editor and get the default layout back, click the Replace button placed at the top right.
8. Use Replace with default content to get the default layout back. Use Replace with published content to get the published version of the code back.
9. Once you have made all the changes, click Save as Draft to save the contents locally.
10. Click Save and Publish to save and publish the updated portal content to all users.

Shown below is a customization of an ESM Portal with 3 service desk instances, quick links to JIRA and slack, and other external links for ease of access.

From ESM Portal, you can set a Service Desk instance as your favorite. So that every time you log in, you will be instantly taken to this Service Desk instance. Click the star icon present in service desk instances to favorite/unfavorite them. 

Configure Organizations preferred landing Page

You can select a landing page for users who do not have a default portal set. You can either set ESM portal as the default landing page or a specific instance. Access ESM Directory > ESM Portal to set a landing page.

Accessing the ESM Portal (End Users)

Once users access the URL for the ESM Portal, they can view the service desk instances available to them and the instances that are publicly available arranged in cards. Other external links to an org's intranet page/resource page, added by the org admin, will also be available for them.  

In the ESM Portal page, 

Users can search content across service desks. For e.g. An user can search for templates to create a request. The search will fetch the particular template present in a particular service desk and list them. They can also specifically search request templates, solutions, or announcements by using the Options in the search box.

Users can access a particular service desk instance by just clicking the respective cards.

Once they are in a service desk instance, they can head to the request module and raise tickets. 

Switching Instances

Follow the steps below to switch between your instances:

• Click the icon on the top left.

• A drop-down menu will list all the instances in your Org account.
• Click the required instance. Once selected, it becomes your current instance.
• You can make any instance as your default one by clicking on the star icon.