Version 04 Status Final Author I best Date Sep 2013

Marval Service Management

Support Guide

Flinders University

Information Technology Services


Document Name

Support Guide – Flinders University ITS

Version

V2.04
Status

Final
Author

I Best
Date

Sep 2013

For any updates, additions, comments and feedback on the

Marval Support Guide, please email or telephone:
Irene Best

Table of Contents

1

Marval Service Management 1

Support Guide 1

Flinders University 1

Information Technology Services 1

1. Purpose and Scope of Handbook 5

2. Flinders University Information Technology Services Technology Staff Roles and Responsibilities 5

3. Priority, Impact and Urgency 5

4. What is Marval Open Pursuit 6

5. Standard Lifecycle 7

6. Roles & Responsibilities 7

6.1. Customer 7

6.2. Tracker 7

6.3. Assignee 8

6.4. Incident Manager 8

6.5. Problem Manager 8

6.6. Change Supervisor 9

6.7. Change Administrator 9

6.8. Change Advisory Board 9

7. Logging into Marval Open Pursuit 10

7.1. The Marval Incident Control Screen 11

7.2. Worklist – Primary & Secondary Groups 16

8. Managing Requests as a Tracker 17

8.1. Creating A New Request 17

8.2. Attaching a Configuration Item (CI) to a Request 19

8.3. Assigning a Request 21

8.4. Monitoring Requests 22

8.5. Closing A Request 22

9. Managing Requests as an Assignee 22

9.1. Accept a Request/Incident Assignment 22

9.2. Update A Request 23

9.3. Scheduling a Request 24

9.4. Reclassifying a Request 24

9.5. Managing Scheduled Requests 25

9.6. Display Your Assigned Service Requests 25

9.7. Display All Outstanding Requests 25

9.8. Reassigning a Request 25

9.9. Completing A Request 26

10. MSM Change Management 27

11. General Functions 27

11.1. Filing of Documentation 27

11.2. Find an Existing Record by Request Number 28

11.3. Select a request from a group pool 28

11.4. Display a Customer’s outstanding calls 28

11.5. Display a Customer’s last Service Request 29

11.6. Displaying A Customer’s Contact Details 29

11.7. Change a Customer 30

11.8. Wildcard Searching 30

12. Reports 30

13. Manual Incident Management Procedure 32

14. Definitions 35

Version Control

Date	Version	Name	Comments
4.1.2005	v0.1	Reddecliffe	Draft FUSA Customisation
19.1.2005	v0.2	Reddecliffe	Draft update – further customisation
21.1.2005	v0.3	Reddecliffe	Draft update – Assignment & FileStore
24.1.2005	v0.4	Reddecliffe	Draft update – add Deb’s changes
25.1.2005	v1.0	Reddecliffe	First version release.
21.7.2006	V1.05	I Best	First version update.
10.7.2007	V1.06	I Best	Apply 6.3 Upgrade changes
30.4.2008	V1.07	I Best	Review by Rob Reddecliffe – various changes
10.10.2008	V2.01	I Best	Rework of Support Guide
01.05.2009	V2.02	I Best	Apply 7.2 Upgrade changes
28.06.2012	V2.03	I Best	Include functionality of attaching CIs to a request
03.09.2013	V2.04	I Best	Update due to change management.

Related Documents

• 
  CSC Escalation Procedures (FISD05)
  
• 
  Incident Management Procedure (FISD03)
  
• 
  Incident Management Committee (FISD04)
  
• 
  Service Management Terms & Definitions (FISD01)
  
• 
  Problem Management Policy (FISD06)
  
• 
  Logging, Monitoring and Closing a Problem (FISD02)
  
• 
  MSM Change Management Procedure