Departmental Support - Self-Service Pilot

Overview

Picture  Departmental Support is currently piloting a number of self-support tools that empower our customers to quickly and efficiently self-fulfill a variety of support needs. The self-service pilot uses the same BigFix technology that DoIT uses to deploy security patches, standard software and client configurations. The Self-Service pilot is available to all Departmental Support customers who currently use EAST as their primary point of contact for support. 

Viewing Self-Service

The self-service center is accessed by triggering the BES Client UI on your computer. This is done by clicking on the red W on Windows and the blue B, on Mac OS.

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The Self-Service center can be accessed by clicking on the red W, Picture, on the bottom right of your screen. There may be a carrot (^) that will show hidden icons. The red W may be in the set of icons that appear after expanding out the hidden icons. You can also press the Windows key on your keyboard and search for, "IBM Endpoint Manager"
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The Self-Service center can be accessed by clicking on the blue b, Pictureon the top middle/right of your screen. You can also search spotlight or your applications folder for an application called "TriggerClientUI".

Self-Service Components

Departmental Support's self-service solution is composed of a number of components covering Support, Software, and Power Management
 Picture The Departmental Support - Support Center is the best method to quickly access support resources. The support center offers a quick view of useful technical information about your computer, web links to outages, remote and email support, and quick links to view and submit support tickets. Information on the support center is available here: 
 Picture Departmental Support - Software Offers are the easiest way a non-administrator user can install applications on their computer. Software available includes Adobe Creative Cloud, common browsers, mail clients, chat programs and productivity tools. Software installed via offers installs in the background only troubling the user with a small message indicating when the installation starts and ends.
 Picture The Departmental Support - Power Management dashboard lets you set the power management settings you want and then makes sure they stay set so you don't have to worry about it. Power Management choices can be as simple as turning the monitor off after 15 minutes or can be set more aggressively to put your computer into standby mode when it hasn't been used for 30 or 60 minutes.

Pilot Availability

The Self Service Pilot is currently deployed to:

Arboretum
Bascom Platinum - All Departments
CASC
Chazen
Division of Information Technology
Enrollment Management
Registered Student Organizations
Survey Health of Wisconsin
UW System Administration - Service Center
UWPress
Waisman Outreach

Need Help?

If you would like your department to be included in the Departmental Support Self-Service Pilot or if you encounter issues or have questions please contact the DoIT Help Desk.



Keywords:Self-Service, Offers, Windows, Mac OS, IBM Endpoint Manager, TEM, Bigfix, Software, Dashboard, Power, Support, Email, Remote, Outages   Doc ID:49506
Owner:Chris P.Group:DoIT Departmental Support
Created:2015-03-24 20:08 CDTUpdated:2016-09-06 10:11 CDT
Sites:DoIT Departmental Support, DoIT Help Desk, Help Desk Level 2
Feedback:  4   1