SCSM 2012 RC was just released and we are excited! This blog is designed to show you how the Self-Service Portal can help you manage employees and the hardware they will use throughout their time with your company. Here is our scenario:
- 1. John Smith is hired and needs a user account, computer, and smartphone.
- 2. John proves himself valuable and is rewarded with a new job in a different department.
- 3. Finally the John decides it’s time to retire and puts in notice of resignation.
The page below shows our available Service Offerings. Service Offerings are made up of multiple request offerings which contain the forms that users will actually fill out.
Now we go into our HR Service Offering and you can see the three Request Offerings. We’ll start with New Hire Request.
The form is pretty basic but it queries the Service Manager CMDB for the Department and Manager fields. This allows the user to search for what they are looking for and automatically adds it as a Configuration Item to the Service Request. Pretty Slick!
John has done a great job on the Sales team and is eventually accepted into a position in the Marketing department. When his new boss fills out this form the CMDB is queried again for John’s username and his new Department.
Finally John decides its time to retire. His manager logs in, selects his termination date, and his username from the CMDB. The request is submitted and the technician assigned to it can automatically find his computer and smartphone from information already in the CMDB.
