Self-Service User

This article helps you understand how Serviceaide Intelligent Service Management works, and how a self-service user can benefit from it.

As a self-service user, you can use the service management solution to contact the enterprise services and support teams for your IT needs. When you need some IT service, the product lets you create a ticket. This ticket is directed to the relevant support team and they try to resolve your request. Using the application, you can view the history of your previous tickets. You can also stay up-to-date on the status of your active tickets. The product provides you ticket templates that are known as Catalog Items, for quickly creating service requests. The application also provides you social collaboration tools like message boards which help you collaborate with other users.

The application also provides you access to the knowledge articles published by the technical support groups. The knowledge articles help you resolve some frequently reported issues. You can use these articles to troubleshoot minor issues yourself, without depending upon the support groups.

The technical support groups use the application to publish important announcements that are related to the services that affect you. For example, news articles and maintenance schedules. These announcements are available on your Home page. When you are facing interruptions in a service, review such announcements before you create a service request.

As a Self-Service user, you can perform the following tasks:

Note: The availability of some of the features depends on your user role and designation within the organization. If you have trouble accessing any feature, contact the service desk.

For further details read the following topics:

• Self-Service User Work Area
• Key Concepts for Self-Service Users
• Work with Tickets
• Work with Assets
• Submit Service Feedback
• Reports
• IT Project Management