Introduction The Service Desk is our new centralized portal where you can access articles and user guides to help with technology, raise new incidents, submit requests or check up on existing tickets. The purpose of this article is to outline the different methods that can be used to access the Service Desk itself. Accessing the Service Desk From a Brandon Tablet/Laptop If reading this article, you can simply follow this link: https://brandontrust.freshservice.com/ Alternatively, depending on the type of device you're using, the shortcut to the Service Desk can be found in one of these two places: Desktop icon Start Menu Tile Once the website opens, you may need to first sign in: Click the Login button in the top right: Click on Sign In With Brandon Trust ID Sign in with your Brandon Account. You should now be on the Service Desk portal. From a Mobile Phone Work Mobiles: there should already be an application called Freshservice installed on your work mobile. Tap on the application. If this is your first time signing into it, it will ask for a Helpdesk URL. Type in brandontrust.freshservice.com and tap Next. Tap on Sign In With Brandon Trust ID and sign in with your Brandon Account. If your account name comes up automatically, you can simply click Allow the sign in. You should now be on the Service Desk portal. On a Personal Mobile phone, the login process will be much the same as above, but you will first need to download the app from your AppStore/PlayStore. Iphone application: https://itunes.apple.com/in/app/freshservice/id891265220?mt=8 Android application: https://play.google.com/store/apps/details?id=com.freshservice.helpdesk&hl=en Further Reading Navigating The Knowledge Base and User Guides - https://brandontrust.freshservice.com/a/solutions/articles/27000050317 How to raise a Support Request - https://brandontrust.freshservice.com/a/solutions/articles/27000050318 How to keep track of a raised Support Request and view updates - https://brandontrust.freshservice.com/a/solutions/articles/27000050319

How to setup the app Open the app on your Brandon mobile and tap on on NEXT a few times if you wish to read the slides, otherwise tap on SKIP Tap on the textbox and enter brandontrust.freshservice.com and tap on Next On the login page, tap on Sign in with Brandon Trust ID Enter your Brandon Trust account details and sign in. When you see the below screen, tap on Allow You should then see this screen. Tap anywhere to dismiss the message. Tap Next to go through the brief guide on what each part of the app does. The app is now setup!

Open the app and you'll see a page with a summary of all of your open tickets Tap on the + and select Raise Incident, and fill out the required information. Then tap DONE You'll then see a summary of your ticket Tap on the ticket to see all replies, and tap on the arrow at the bottom of the screen to reply to the ticket

Overview  The aim of this process is to manage the introductions of change of the 365 platform into the Brandon work force, using the process maps below;  Checking updates                      Analysis and Resolution    The above flow charts show how to process the checking and analysis of 365 updates. We also need to consider the work impact that the changes require in order to resolve a 365 update so it doesn’t cause pain to Brandon Trust Workforce. The lifecycle circle below shows a simple overview of this, with bullet point descriptive of each phase        Checking for Updates  It has been highlighted that 365 will periodically provide us with updates. These will either be;  theme based updates, where the look of 365 will change  function based updates, where the functions will change  additional applications, where new products can be introduced  In order to ensure that whatever happens is done in a managed and structured way, we have configured 365 to give the IS team first release, with the rest of the Trust on Current Version, meaning we get afforded an opportunity of time (usually around 2-4 weeks) to look at and highlight changes, plan for them and perform the required works to ensure that new features are introduced into the Brandon estate in a way that does not cause pain for the staff or the Is support team.    Draft template for weekly ticket:  You should check the release information for Office 365 by using the following process:  Logon to the Office 365 Portal (https://login.microsoftonline.com)  Click on Admin  Click on Health  Click on Message Centre  Read any unread messages  Do the right thing with it!  The below is how you categorise the ticket from the Message Centre and how to action the required work from that categorisation  Category  Definition  Action  Function  Something within Office 365 now works differently  Analyse the differences and highlight them in a new ticket  View  Something within Office 365 now looks different  Analyse the differences and highlight them in a new ticket  Application  A new application is being deployed to Office 365  Create a ticket and highlight the new app.  Not applicable  Sometimes the updates will not impact Brandon.   Close this ticket and carry on with your day.      Analysing the impact  Once you have checked and confirmed that there is a change on 365, the next thing to do is to analyse the impact of that change and start to highlight the scope of works required to manage this impact. The below sections will guide you on how this is done.  Theme Updates  Process and User guides will require checking to see what (if any) impact this will may have to usage with the updated view/theme  Functional Updates  Process and User guides will require checking to see what impact this will have.  New applications  Logon as a member of IS BAU  Check what the new application is  Assess the application to find its function  Identify key users of the software  Schedule a meeting with key users to identify if there is a business requirement for the application  Update ticket accordingly  Finish the Analysis  You should create a new ticket for any change listed during your Impact Analysis by using the following process:  Create individual Service Desk requests for any information logged in the Message Centre (Category = Office 365, Sub Category = Application/Theme/Function)    Resolving the impact of change  Theme Updates  Process and User guides will require updating with any relevant changes and updated versions submitted to the service desk for vetting before going live  Functional Updates  Process and User guides will require updating with any relevant changes and updated versions submitted to the service desk for vetting before going live  New applications  Application is deemed to have business requirements  Create a test script for all business requirements  Complete testing as relevant user levels  Create User Guides based on this information  Create Process Guides to supplement and support the User Guides.  Submit guides for vetting to Service Desk  Application is not deemed to have business requirements  Disable the roll-out of the application using the script