HP SaaS Customer Portal Overview

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

SaaS Customer Portal - Introduction

One stop shop where SaaS customers can interact with SaaS and see information about their SaaS Services. This new portal is only for HP SaaS customers, and it will replace the current HP SSO portal for support purposes. Thus support/service cases for HP SaaS products will be submitted using this portal and handled by SaaS personnel.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The Portal Dashboard

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The Portal Dashboard

Solutions Info and Login
Lists customers entitled solutions within SaaS. Lists of solution(s) expiration. Lists customers SaaS Customer Success Manager information. Reaches the login page of the relevant customers solution(s).

Customer Recent Requests

List customers recent open requests to SaaS.
Quick search for specific request details. Create new requests.

Notifications
Lists the latest open notifications received from SaaS.
Drill into the notification/s details.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The Portal Requests Page

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The Portal Requests Page

The online Requests (ticketing) Management page enables the SaaS Portal Operator User to view, log and handle support and service requests. On this page you can: List all outstanding requests with SaaS. Create new requests (either support or service) via selection in the service catalog - Service Requests are standard add/move/change requests that are part of normal day to day service - Support requests are break/fix requests or to report a system down Update existing requests. Upload/download attachments for each request.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

A Request Life Cycle

New Request Opened
Request status set to Open

SaaS support team sends a confirmation e-mail

Within 1 hour

First response: data availability check by HP technician

Based on Requests SLO

Request status changes to Work in Progress

Technician requests missing data in a Request Journal entry

No

All required data found?

Request status changes to Pending Customer

Yes
Request status changes to Resolved Request status changes to Work in Progress

HP support team resolves Request

Customer updates required details in a Request Journal entry Requester Approves Resolution? No Requester details reservations against Request closure in a Request Journal entry

Yes
Request status changes to Closed

Request Closed

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The Service Catalog Page

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The Service Catalog Page

The online New Request page, enables the SaaS Portal User to log a support or service Requests. Allows creating either a support or service type tickets.

Allows creating a ticket for each one of the relevant customer solutions.
Allows searching the catalog for specific catalog item. Allows browsing the catalog based on categories. Expose response time and resolution time per catalog item.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The User Management Page

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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

The User Management Page

The Portal User Management page enables the Portal Admin User to add, update and delete any portal user. Displays all registered users. Add or delete user. Update details for existing users. Set a user role for a specific user (Admin, Operator, Viewer) - Admin users have the ability to view the dashboard, manage all requests, and manage users - Operator users have the ability to view the dashboard and manage all requests - Viewer users have the ability to view the dashboard and view requests (but not create requests or make updates)

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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Thank you

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.