Entire book

This is a new book.

Some of the topics in this book were previously in Siebel Employee Relationship Management Guide.

Enabling SmartIssue

See Using Siebel Automated Service.

Added a task describing how to enable SmartIssue.

Enabling Service Level Management

See Enabling Service Level Management.

Added procedures and tasks describing how to enable and set up Service Level Management.

Setting up Service Request home page links

See Setting Up Links on the Service Request Home Page.

Added procedure on how to set up links on the Service Request home page that correspond to the four main types of Service Requests—Incidents, Problems, Known Errors, and Requests for Change.

IT Service Management Solution Set

See IT Service Management Solution Set.

Added procedures and tasks related to the IT Service Management set as follows:

• Incident Management. Incident Management automates the process of reporting and tracking an incident or groups of incidents.
• Problem Management. Problem Management addresses the root cause of incidents and then initiates actions to improve or correct the situation. Problem Management includes notification, root cause analysis, and impact analysis.
• Change Management. Change Management or a request for change is a formal way to request a change within the overall IT infrastructure or system.
• Known Errors. An error is identified when a problem is detected. The error becomes a known error when the root cause of the problem is found and a workaround is provided.
• Asset Management. Asset and configuration management provides a model of the infrastructure or a service by identifying, controlling, maintaining, and verifying the versions of configuration items in existence.

Example of Branching Logic for Employee Self-Service

See Figure 7.

Added new example diagram of branching logic for employee self-service.

eScript examples

See Creating an Employee Self-Service Summary Form.

and

Linking Self-Service Forms to the Inbox.

Moved script examples so that they appear within procedures instead of having them as examples at the end of the chapter.