[互联网]Service-Now Overview Training for End Users SC.ppt
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1、Service-Now Overview Training for End Users,January 2010,Design. Build. Ship. Service.,Click mouse or spacebar to continue,2,Introduction 导言 How to Access Service-Now? 如何访问 Service-Now? Homepage Overview 首页概览 Submit an Incident Ticket 提交事故单 Submit a Service Request Ticket 提交服务申请单 Summary 摘要,Table of
2、 Contents 目录,Click or spacebar to continue,3,The purpose of this Quick Guide is to educate end users on how to submit requests or tickets using the new Service-Now software 本快速指南的目的是教导用户如何提交Service-Now系统的服务申请或事故单,1. Introduction 导言,Click or spacebar to continue,4,If you are inside our Flextronics ne
3、twork or connected remotely via VPN (如果您是在我们的伟创力内部网络里或通过VPN远程连接) : 1. Start (启动) Internet Explorer 2. Enter (输入) http:/ If you are outside our Flextronics network and without VPN (home PC, Internet caf, e.g.) (如果您是在我们的伟创力网络之外并没有VPN连接(例如 家里的电脑, 网吧,等): Start (启动) Internet Explorer 2. Enter (输入) http:/
4、 Enter your network domain name, network user name, and password (输入您的网络域名,网络用户名和密码 ),2. How to Access Service-Now? 如何访问 Service-Now ?,Click or spacebar to continue,2. How to Access Service-Now? 如何访问 Service-Now ?,Training Material 培训资料,Service-now链接,6,Introduction How to Access Service-Now? Homepag
5、e Overview 首页概览 Submit an Incident Ticket Submit a Service Request Ticket Summary,Table of Contents 目录,Click or spacebar to continue,7,3. Homepage Overview 首页概览,Click or spacebar to continue,Once you logon to the SNC, it displays your Homepage 一旦你登录到Service-now,它会显示您的首页,8,This is the News section. Y
6、ou can click on a news title to see more information about it 这是新闻栏。您可以点击新闻标题,查看更多的信息,3. Homepage Overview 首页概况,Click or spacebar to continue,9,This is where you tell us what kind of help or service you need 你可在这里告诉我们 您需要的服务或协助,3. Homepage Overview 首页概况,Click or spacebar to continue,Report an Incide
7、nt 报告事故 Report a Priority 1 Incident 报告第一级事故 Request on Behalf of 代别人提出 General Request for Change 一般的系统变更申请,10,You can enter a keyword here and search for related request forms and knowledge articles 你可以在这里输入关键字和搜索有关的申请表和知识库的文章,3. Homepage Overview 首页概况,Click or spacebar to continue,11,If there is
8、any request pending for your approval, new PC request from your employee e.g., it will show in the My Pending Approvals section 如果有任何申请需要您的批准, 例如你的下属要求新的PC, 都会显示在”My Pending Approvals” 里,3. Homepage Overview 首页概况,Click or spacebar to continue,12,Any outstanding problem tickets submitted by you will
9、display here in the My Open Incidents section 您提交而未完成的事故单将显示在”My Open Incidents” 里,3. Homepage Overview 首页概况,Click or spacebar to continue,13,Any outstanding service requests (new software, change account, e.g.) submitted by you will display here in the My Requested Items section 您提交而未完成的服务申请(如新软件,更
10、改帐户,等)将显示在”My Requested Items”,3. Homepage Overview 首页概况,Click or spacebar to continue,14,You can click on a ticket number to check status, add your comments, view comments from IT staffs, and cancel the ticket 按一下单号, 您可以查看其状态,加入您的评论,查看IT人员的评论, 并可取消此单号,3. Homepage Overview 首页概况,Click or spacebar to
11、continue,15,Click on the Homepage link will take you back to your Homepage 点击此链接可带您回到您的主页,3. Homepage Overview 首页概况,Click or spacebar to continue,16,These links shows all of your outstanding and closed tickets submitted by you 这些链接可显示所有你提交但未完成或已关闭的事故和申请单,3. Homepage Overview 首页概况,Click or spacebar t
12、o continue,17,You can set delegates and set email notification preferences using My Profile 通过“My Profile“, 您可以设置您的代表和电子邮件通知的偏好设置,3. Homepage Overview 首页概况,Click or spacebar to continue,18,Introduction How to Access Service-Now? Homepage Overview Submit an Incident Ticket 提交事故单 Submit a Service Requ
13、est Ticket Summary,Table of Content 目录,Click or spacebar to continue,19,Report an Incident link is used to request an IT service to fix or to repair something that isnt working anymore Report an Incident 链接是用于对IT提交处理或修复不能正常工作的IT系统或设备,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,2
14、0,This is the Report an Incident form after you clicked on the link from your Homepage. Questions with red marker are mandatory to be answered by you 在点击“Report an Incident“链接之後, 会出现此表单. 用红色标记的问题是必需回答的.,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,21,Your name is already entered.
15、 If you are submitting a request on behalf of another employee, you can change to his/her name 表单上默认的是你的名字, 如果您要代同事提交, 你可以改为他/她的名字,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,22,Then select a category name that has the closest matched to the repair service you are going to reque
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