Telecom CatalogTelecommunications Class Training

April 2014Training SetupMake sure your view is Employee Self Service.Set Service Catalog page as collapsed.If there is a white board put the following on the board:Your name , email, phoneGet voice services help by calling or email ccu.berkeley.edu

Knowledge base URL URL login for Telecom Catalog < TBD> the URL Knowledge Base, a valid chart-stringGet billing help by calling 24625 or emailistbill@berkeley.edu

1AgendaWhy Change? BillingDemosCancel and ApproveEmails and AttachmentsHands-onQ&A

Telecom Catalog Training22Questions? Save Q & A after presentation, pleaseTelecom questions? Call 510-664-9000

Customer Care Unit (CCU) for Telecom Catalog questions, option 1, 1 & 3 or

Email us at ccu@berkeley.edu

Telecom Catalog Training33Why change?Current system no longer supported by vendor & will be retired.Telecom Catalog Training44System Changes

Telecom Catalog Training5GladysHighlight that if you currently review billing statements for Voice products and services, you will now do this in BAIRS. Your department will need to request BAIRS access for those who will need it and currently do not have it

Telecom CatalogNew web siteVoice products & services only

IST Shopping CartCurrent web siteData Network products & services only

5Dates to RememberApril 17 The last day to place voice orders

April 18 May 5We will move your existing Voice ordersNo NEW Voice orders No restrictions on Data Network Orders

May 6Telecom Catalog goes LIVE for Voice orders

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1) Question: What if I have an emergency (answer goes here)2) Question: Can we track unfinished voice orders in IST Shopping Cart during this time? (answer goes here)

6IST Billing StatementsIST Billing statements will only be viewed through BAIRS.For access to BAIRS, please ask your MSO or department manager to assign you rights to view statements in BAIRShttp://www.bai.berkeley.edu/BAIRS/index.htmFor more billing information refer to the IST Billing FAQ handout in your package.For more information for on managing IST Services within the Telecom Catalog, please refer to the View IST Services handout in your folder.Telecom Catalog Training77Simplification of RolesFor more information on managing permissions, please see the Manage IST Permissions handout in your package.NewROLESCreateRead

Write Submit orders for approval View orders you submittedX(Add only)X(Add only)X View existing servicesXX Submit all orders, including funding and name changes, without someone elses approval Approve orders submitted by others Manage authorizations

XTelecom Catalog Training8Customer is assigned one of three roles, which give you one of three levels of access.Create: creates, views and submits only ADD orders for themselves or others in their department. They need approval for any order.They cannot:see existing orders for their Processing Unit (PU) orsubmit requests for managing existing services.Read: creates plus views services within their assigned processing units. They cannot approve their own ordersWrite: creates plus reads plus approves all orders for their processing unit(s).

8Approve/Reject Items ListMy Approvals > Requested to go to an items approval page

Telecom Catalog Training9My Approvals . My Depts Approvals if Read/Write access, not if Create. 9Approving & Rejecting an ItemVia email

Telecom Catalog Training10Two ways to approve, rejectuse the email notification. Suggest filtering email so inbox not flooded? Also by My Approvals > Requested > Approvals page.10Approval Request

Telecom Catalog Training11Approving an ItemTelecom Catalog Training12

Rejecting an ItemTelecom Catalog Training13

Shopping Cart Telecom CatalogWork Order Number = Request (REQ)

Many items are possible in one requestorder item = requested item (RITM)order item = requested item (RITM)order item = requested item (RITM)

Telecom Catalog Training14141Add Both Desktop Telephone and Line2Disconnect and Move

https://ucbtest.service-now.com

DemosTelecom Catalog Training1515Add Other Voice ServicesFind all other services such as 1MB, fax line, alarm lines etc. under Add Other Voice Services.

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Order Status Page

Telecom Catalog Training1717Order Status Page IITelecom Catalog Training18

Attachments-floor plans, etc.Telecom Catalog Training19

To Cancel an Ordered Item Go to My Items > RITM

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20Additional Comments

Scroll down to additional comments & add your comment that you would like to cancel this item.

Press Save to update your comments. An email will be sent to the assigned CCU Rep for review.Telecom Catalog Training21

View Emails in a RITMNavigate to My Items > RITM# > Activity

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Hands-onNavigate to: https://ucbtest.service-now.com

1-19900-26375-72

1. Add Both Desktop Telephone and Line > Place Your Order

2. Move > Add To Cart > Continue Shopping > Disconnect > Place Your Order

Telecom Catalog Training2323Q & ATelecom Catalog Training24Training & SupportProject Web Site: telcat.berkeley.edu

Production Web Site: tc.berkeley.edu -This site will be available after May 6th

Knowledge Base -Pre-launch: https://ucbtest.servicenow.com/ess/knowledge.do -May 6th and after: https://tc.berkeley.edu/ess/knowledge.do

email ccu@berkeley.edu

Telecom Catalog Training2525FeedbackPlease fill out the feedback form for us. We appreciate your input.

Email ccu@berkelely.edu if suggestions occur later

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