Layton ServiceDesk - Configuring the System - Introduction

This Chapter describes how to configure Layton ServiceDesk™ and although you can follow the sections in order, there is no real need. Because the system is highly configurable you should spend some time to assess and decide the best method of operation and system settings that will best suit your requirements. A little more care and thought now could save time and effort later on. Decide on the structure or how the system will operate. Consider the following questions and then follow the basic steps to implement:

1. How will the support staff be organized?
2. Will Analyst Groups be implemented and to what level?
3. Who will “own” or mange and be responsible for Requests?
4. Who will be allowed to close Requests?
5. How will Requests or calls be recorded and processed?
6. How do you want the Request screens to look for the Analysts and End Users?
7. Will support be provided to internal End Users only or will support also be provided to external clients or customers?
8. Will you be providing support to multiple locations? Do you need to create Company, Site and Department locations?
9. How will End User Requests be processed, manual or automatic assignment?
10. What will be the assignment process?
11. Will Requests be suggested for assignment to a Group or Analyst based on workload or skills and workload?
12. What will be the escalation process?
13. What are the different Priorities / SLA’s that will be required, if any?
14. What will be the working hours and holidays of the help desk?
15. How will Requests be categorized?
16. Do want to create standard Solutions to before implementing?
17. What Tasks will be required and do you want to create a schedule of recurring tasks?
18. Will you be implementing the Problem & Change Management module?
19. Will Change Requests require an approval process?
20. Will Change Advisory Boards (CAB) be required?
21. Reporting, do you need to create new or modify existing reports?

Once you have answered the above questions you are ready to configure Layton ServiceDesk™.

Remember, all screens or pages are configurable so data fields and labels can be changed, deleted and new data fields added. System Terms or terminology can also be changed, see the Application Terms section, however, you may decide the default values are fine.

Note – There are some specific ‘System’ fields defined on certain forms that cannot be removed. This is to protect the integrity and operation of the system. These fields will not have the ‘Trash can’ icon to delete the field.

First, login to Layton ServiceDesk™ as the Analyst “Admin” and password of “mib”. This is the default system Administrator or Analyst with a Security Group of Administrator. You can now access all the functions to set up the system within the Administration Menu item.

• Product Registration
  

The first step is to input the Customer Registration details and license key. Enter the details sent to you using Administration | System Settings | License Information. You can activate your product by entering your Registered Company Name & ID details in the spaces provided, and then click on ‘Get Key’. This will connect you to the Layton Technology website and allow you to generate a key for your product. You are now ready to start the configuration of Layton ServiceDesk™.