Detailed Switch-On Content: Difference between revisions
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The table below highlights the specific areas of | The table below highlights the specific areas of Hornbill's 30 Day free trial, along with examples of the additional "Wrap Around" Expert Services that may be beneficial to your organisation. | ||
The '''"Standard 30 Day Trial"''' column, details a number of areas that can be covered in your free trial. You may not need to set up and configure every single area - but the content will provide an idea of some of the areas that other users have chosen to utilise. | The '''"Standard 30 Day Trial"''' column, details a number of areas that can be covered in your free trial. You may not need to set up and configure every single area - but the content will provide an idea of some of the areas that other users have chosen to utilise. | ||
The '''"Additional Expert Services"''' column highlights the areas in which you may decide to purchase Expert Services before and/or after your Switch-On, to make the most of your Free 30 Day Trial by ensuring your preparation aligns with your Hornbill solution and that you are one step ahead at all times. These are useful in a number areas where you either simply need additional assistance, or for any aspects that fall outside of the Standard 30 Day trial offering. | The '''"Additional Expert Services"''' column highlights the areas in which you may decide to purchase Expert Services before and/or after your Switch-On, to make the most of your Free 30 Day Trial by ensuring your preparation aligns with your Hornbill solution and that you are one step ahead at all times. These are useful in a number of areas where you either simply need additional assistance, or for any aspects that fall outside of the Standard 30 Day trial offering. | ||
If you decide you would like to purchase any of these optional Pre or Post Switch-On Expert Services, you will still get all of the functionality and benefits provided in the 30 Day trial as all of these services fall outside of the standard offering. | If you decide you would like to purchase any of these optional Pre or Post Switch-On Expert Services, you will still get all of the functionality and benefits provided in the 30 Day trial as all of these services fall outside of the standard offering. | ||
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!row1 rowspan=1 align:center | Pre Switch-On Preparation | !row1 rowspan=1 align:center | Pre Switch-On Preparation | ||
|valign="top"|'''PRE SWITCH-ON, INTRODUCTORY EMAILS AND TEMPLATES''' | |valign="top"|'''PRE SWITCH-ON, INTRODUCTORY EMAILS AND TEMPLATES''' | ||
A Product Specialist will conduct a Pre Switch-On Session with your team to guide you through the Switch-On Process, as well as gather a better | A Product Specialist will conduct a Pre Switch-On Session with your team to guide you through the Switch-On Process, as well as gather a better understanding of your requirements and recommend any Additional Expert Services where necessary | ||
|valign="top"|'''ON-SITE SWITCH-ON PREPARATION''' | |valign="top"|'''ON-SITE SWITCH-ON PREPARATION''' | ||
Along with everything that you get as part of our standard 30 Day offering, the items in the column below that are highligted with the <span style="color:#df5050"> | Along with everything that you get as part of our standard 30 Day offering, the items in the column below that are highligted with the '''<span style="color:#df5050">PRE SWITCH-ON</span>''' prefix are offerings that may be beneficial to you before the Switch begins, and the '''<span style="color:#81bcf2">POST SWITCH-ON</span>''' items can be included in any Expert Services purchased after the 30 days, if you become a Hornbill Subscriber. | ||
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!row2 rowspan=3 align:center| [ | !row2 rowspan=3 align:center| [[Users]] | ||
|valign="top"|'''CREATE USERS''' | |valign="top"|'''CREATE USERS''' | ||
As part of a personal demonstration with you, how to create and edit a user in Hornbill | As part of a personal demonstration with you, how to create and edit a user in Hornbill | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> USER DATA REFRESH''' | ||
To clear out existing user information to start again | To clear out existing user information to start again | ||
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|valign="top"| | |valign="top"| | ||
'''UPLOAD USERS IN BULK''' | '''UPLOAD USERS IN BULK''' | ||
Expert Advice provided to you on how to upload Application and Basic Users ( | Expert Advice provided to you on how to upload Application and Basic Users (if necessary) into Hornbill via a template | ||
|valign="top"|<span style="color:#df5050"> | |valign="top"|'''<span style="color:#df5050">PRE SWITCH-ON:</span> ADDITIONAL BULK IMPORTS PREPARATION''' | ||
Hornbill will provide assistance and guidance in the collation of your user data, ready for a CSV User Import | Hornbill will provide assistance and guidance in the collation of your user data, ready for a CSV User Import | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> ADDITIONAL BULK IMPORTS''' | ||
A bulk import of any additional (non-standard) user attributes including Manager, Interests or Custom Attributes, provided to Hornbill in a CSV template | A bulk import of any additional (non-standard) user attributes including Manager, Interests or Custom Attributes, provided to Hornbill in a CSV template | ||
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This is a utility to allow the automated creation and update of users at a defined frequency, driven from LDAP. Hornbill provide full documentation and basic set up advice from a Product Specialist (if necessary) | This is a utility to allow the automated creation and update of users at a defined frequency, driven from LDAP. Hornbill provide full documentation and basic set up advice from a Product Specialist (if necessary) | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> LDAP IMPORT UTILITY PREPARATION''' | ||
Bespoke guidance and recommendations from a Product Specialist in configuring advanced features of the LDAP utility including automatically association to Organisational Group components, associations of users managers and auto archiving based on LDAP status | Bespoke guidance and recommendations from a Product Specialist in configuring advanced features of the LDAP utility including automatically association to Organisational Group components, associations of users managers and auto archiving based on LDAP status | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> LDAP IMPORT UTILITY IMPLEMENTATION''' | ||
Working directly with your LDAP Administration to step through the set up, configuration and testing of the LDAP Import Utility | Working directly with your LDAP Administration to step through the set up, configuration and testing of the LDAP Import Utility | ||
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!row3 rowspan=5 align:center| [ | !row3 rowspan=5 align:center| [[Organisation|Organisational Structure]] | ||
|valign="top"|'''BASIC ORGANISATION STRUCTURE MAPPING''' | |valign="top"|'''BASIC ORGANISATION STRUCTURE MAPPING''' | ||
We will assist you with the set up of a simple | We will assist you with the set up of a simple Organisational Structure with up to 3 hierarchical layers (for example Company/Department/Support Team) within Hornbill | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> ADVANCED ORGANISATIONAL STRUCTURE MAPPING''' | ||
For complex | For complex Organisational Structures with multiple layers (3+ layers including Support Teams), recommendations and advice on how best to replicate within Hornbill, assistance in collating this data and preparation in completing any templates needed to perform an import in bulk. | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> ADVANCED ORGANISATIONAL STRUCTURE CREATION AND IMPLEMENTATION''' | ||
Hornbill will perform a bulk import and configuration of any large Organisational Structural components, included Companies, Divisions, Departments, Support Teams and Sites based on the information you provide to us. | Hornbill will perform a bulk import and configuration of any large Organisational Structural components, included Companies, Divisions, Departments, Support Teams and Sites based on the information you provide to us. | ||
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Hornbill will provide you with a demonstration of how to manually create a single Company, Department and Support Team | Hornbill will provide you with a demonstration of how to manually create a single Company, Department and Support Team | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> ORG STRUCTURE BULK IMPORTS''' | ||
Hornbill will perform a one off bulk import of Organisational Structure components in a defined hierarchy based on discussions and recommendations. This can include Companies, Departments, Divisions, General and/or Support Teams | Hornbill will perform a one-off bulk import of Organisational Structure components in a defined hierarchy based on discussions and recommendations. This can include Companies, Departments, Divisions, General and/or Support Teams | ||
|- | |- | ||
|valign="top"|'''USER / ORGANISATIONAL COMPONENT ASSOCIATIONS''' | |valign="top"|'''USER / ORGANISATIONAL COMPONENT ASSOCIATIONS''' | ||
Once you have a structure | Once you have a structure, a demonstration on how to manually associate Users to Teams | ||
|rowspan=3 valign="top"| | |rowspan=3 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> USER/ORGANISATIONAL BULK ASSOCIATION IMPORT''' | ||
Hornbill will perform a one off bulk import all associations between users and their Organisational Components based on the data that has been provided | Hornbill will perform a one-off bulk import all associations between users and their Organisational Components based on the data that has been provided | ||
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!row3 rowspan=4 align:center| [ | !row3 rowspan=4 align:center| [[Organizations|External Organisations]] | ||
|valign="top"|'''CREATE ORGANISATIONS AND CONTACTS''' | |valign="top"|'''CREATE ORGANISATIONS AND CONTACTS''' | ||
If looking to support External Organisations, Hornbill will provide a demonstration on how to manually create contacts and organisations within the tool | If looking to support External Organisations, Hornbill will provide a demonstration on how to manually create contacts and organisations within the tool | ||
|rowspan=4 valign="top"| | |rowspan=4 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> CONTACT DATA REFRESH''' | ||
If previous data imported is out of date, incorrect or simply needs refreshing, Hornbill will coordinate and perform this activity | If previous data imported is out-of-date, incorrect or simply needs refreshing, Hornbill will coordinate and perform this activity | ||
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|valign="top"|'''ASSOCIATE CONTACTS TO THE CUSTOMER PORTAL''' | |valign="top"|'''ASSOCIATE CONTACTS TO THE CUSTOMER PORTAL''' | ||
Hornbill will provide a demonstration on how to grant access to a contact to use | Hornbill will provide a demonstration on how to grant access to a contact to use Hornbill's Customer Self Service Portal | ||
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!row4 rowspan=2 align:center| [ | !row4 rowspan=2 align:center| [[Request and Closure Categories|Request Categories]] | ||
|valign="top"|'''CREATE LOGGING AND CLOSURE CATEGORIES''' | |valign="top"|'''CREATE LOGGING AND CLOSURE CATEGORIES''' | ||
You will be provided the information on how to create, edit and delete Logging and Closure categories for categorisation purposes | You will be provided the information on how to create, edit and delete Logging and Closure categories for categorisation purposes | ||
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!row5 rowspan=1 align:center| | !row5 rowspan=1 align:center| Priorities | ||
|valign="top"|'''CREATE PRIORITIES''' | |valign="top"|'''CREATE PRIORITIES''' | ||
Access to our "out of the box" Priorities and a demonstration on how to add/edit Priorities within Hornbill | Access to our "out of the box" Priorities and a demonstration on how to add/edit Priorities within Hornbill | ||
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!row6 rowspan=2 align:center| | !row6 rowspan=2 align:center| Services and Catalog Items | ||
|valign="top"|'''SERVICE CATALOG WEBINAR''' | |valign="top"|'''SERVICE CATALOG WEBINAR''' | ||
You will be | You will be invited to watch Hornbill's "Service Catalog and Portals" Webinar which provides information on the configuration and usage of a Service Catalog, and guidance on the multiple options available to utilise | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> SERVICE CATALOG PLANNING''' | ||
A full review of customer requirements and current procedure to provide advice and guidance on structuring a Service Catalog in Hornbill. This is typically organisations looking to provide a larger catalog (20+ Services) | A full review of customer requirements and current procedure to provide advice and guidance on structuring a Service Catalog in Hornbill. This is typically organisations looking to provide a larger catalog (20+ Services) | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> N/A''' | ||
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Hornbill will provide time during a personal remote session with a Product Specialist to walk through the creation of a single Service and Catalog item (typically "IT Support" to match the Business Process that is also created as part of the Switch-On) | Hornbill will provide time during a personal remote session with a Product Specialist to walk through the creation of a single Service and Catalog item (typically "IT Support" to match the Business Process that is also created as part of the Switch-On) | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> SERVICE CATALOG IMPORT''' | ||
Hornbill can provide a one off bulk import of Services, Catalog Items and all accompanying information along with assistance in the completion of the Hornbill formatted CSV template(s) | Hornbill can provide a one-off bulk import of Services, Catalog Items and all accompanying information along with assistance in the completion of the Hornbill formatted CSV template(s) | ||
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!row7 rowspan=3 align:center| [ | !row7 rowspan=3 align:center| [[Service Manager Business Process Workflow|Business Processes]] | ||
|valign="top"|'''BUSINESS PROCESS WEBINAR''' | |valign="top"|'''BUSINESS PROCESS WEBINAR''' | ||
You will be | You will be invited to watch Hornbill's "Business Process and Progressive Capture" Webinar which provides information on the configuration and usage of a Business Process, the set up of workflow and many ways in which it can be used | ||
|rowspan=3 valign="top"| | |rowspan=3 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> BUSINESS PROCESS PLANNING''' | ||
Hornbill will scope one or more Business Processes with the relevant process owners and designers. This will involve requirements capture, best practice recommendations, demonstrations of the flexibility and capabilities of | Hornbill will scope one or more Business Processes with the relevant process owners and designers. This will involve requirements capture, best practice recommendations, demonstrations of the flexibility and capabilities of Hornbill's Business Process engine and documentation of a solution. This can be performed for multiple processes and Hornbill can work with you to design a brand new process for your Organisation, or in the mapping into Hornbill of an already defined process. | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> BUSINESS PROCESS PLANNING''' | ||
As above, this Expert Service is also suitable to be selected after your Switch-On | As above, this Expert Service is also suitable to be selected after your Switch-On | ||
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!row8 rowspan=3 align:center| [ | !row8 rowspan=3 align:center| [[Progressive Capture Workflow|Progressive Capture]] | ||
|valign="top"|'''PROGRESSIVE CAPTURE WEBINAR''' | |valign="top"|'''PROGRESSIVE CAPTURE WEBINAR''' | ||
You will be | You will be invited to watch Hornbill's "Business Process and Progressive Capture" Webinar which provides information on the configuration and usage of a Business Process, the set up of workflows and the many ways in which it can be used | ||
|rowspan=3 valign="top"| | |rowspan=3 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> PROGRESSIVE CAPTURE PLANNING''' | ||
Hornbill will scope one or more Progressive Captures with the relevant process owners and designers. This will involve requirements capture, best practice recommendations, demonstrations of the flexibility and capabilities of | Hornbill will scope one or more Progressive Captures with the relevant process owners and designers. This will involve requirements capture, best practice recommendations, demonstrations of the flexibility and capabilities of Hornbill's Progressive Capture engine and documentation of a solution. This can be performed for multiple captures and Hornbill can work with you to design a brand new capture for your Organisation, or in the mapping into Hornbill of an already defined capture | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> PROGRESSIVE CAPTURE PLANNING''' | ||
As above, this Expert Service is also suitable to be selected after your Switch-On | As above, this Expert Service is also suitable to be selected after your Switch-On | ||
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!row9 rowspan=3 align:center| [ | !row9 rowspan=3 align:center| [[Asset Management|Assets]] | ||
|valign="top"|'''ASSET AND CONFIGURATION MANAGER WEBINAR''' | |valign="top"|'''ASSET AND CONFIGURATION MANAGER WEBINAR''' | ||
You will be | You will be invited to watch Hornbill's "Asset and Configuration Manager" Webinar which provides information on the Asset Inventory, Asset Types and usage of Assets in Hornbill. Also an introduction to the Configuration Manager Application and the benefits that can be attained from using it. | ||
|rowspan=2 valign="top"| | |rowspan=2 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> ASSET CSV IMPORT - PLANNING AND CSV COMPLETION ASSISTANCE''' | ||
Hornbill will work with you to understand your current asset structure, help map and recommend Asset types to be created within Hornbill, understand the specific attributes you would like to be imported, and provide assistance with the population of the Asset CSV spreadsheet(s) | Hornbill will work with you to understand your current asset structure, help map and recommend Asset types to be created within Hornbill, understand the specific attributes you would like to be imported, and provide assistance with the population of the Asset CSV spreadsheet(s) | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> N/A''' | ||
|- | |- | ||
|valign="top"|'''ASSET MANAGEMENT CSV IMPORT''' | |valign="top"|'''ASSET MANAGEMENT CSV IMPORT''' | ||
Hornbill will provide you advice on how to upload Assets ( | Hornbill will provide you advice on how to upload Assets (if necessary) into Hornbill via a template | ||
|- | |- | ||
|valign="top"|'''DATABASE ASSET IMPORT UTILITY''' | |valign="top"|'''DATABASE ASSET IMPORT UTILITY''' | ||
Hornbill provides you with a utility to allow the automated creation and update of assets at a defined frequency, from another SQL database containing Asset Records. You will receive | Hornbill provides you with a utility to allow the automated creation and update of assets at a defined frequency, from another SQL database containing Asset Records. You will receive full documentation and basic set up advice from a Product Specialist (if necessary) | ||
|rowspan=1 valign="top"| | |rowspan=1 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> DATABASE ASSET IMPORT UTILITY (ADVANCED GUIDANCE)''' | ||
Hornbill will work with your Asset Administrator to provide bespoke guidance, best practice and recommendations in configuration of the Database Asset Utility for a particular set up. This will involve ensuring the Hornbill Asset Structure is understood and any Pre-Requisites are established to ensure the smooth set up of the utility during/after the Switch-On. | Hornbill will work with your Asset Administrator to provide bespoke guidance, best practice and recommendations in configuration of the Database Asset Utility for a particular set up. This will involve ensuring the Hornbill Asset Structure is understood and any Pre-Requisites are established to ensure the smooth set up of the utility during/after the Switch-On. | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> DATABASE ASSET IMPORT UTILITY IMPLEMENTATION''' | ||
Working directly with your Asset Administrator to step through the set up, configuration and testing of the Database Asset Import Utility | Working directly with your Asset Administrator to step through the set up, configuration and testing of the Database Asset Import Utility | ||
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!row10 rowspan=2 align:center| [ | !row10 rowspan=2 align:center| [[Email Administration|Email Integration]] | ||
|valign="top"|'''INTEGRATE WITH SHARED MAILBOX(ES)''' | |valign="top"|'''INTEGRATE WITH SHARED MAILBOX(ES)''' | ||
Hornbill will provide information and guidance from a Product Specialist on how to integrate up to two shared mailboxes | Hornbill will provide information and guidance from a Product Specialist on how to integrate up to two shared mailboxes | ||
|rowspan=2 valign="top"| | |rowspan=2 valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> AUTO LOGGING OF REQUESTS - PLANNING AND PREPARATION''' | ||
Hornbill will assistance in the planning and preparation in the Auto Responder Functionality, which | Hornbill will provide assistance in the planning and preparation in the Auto Responder Functionality, which includes new requests being logged against various services from an email (based on subject line criteria) | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> AUTO LOGGING OF REQUESTS FROM EMAIL - IMPLEMENTATION''' | ||
Hornbill will implement the Auto Logging functionality based on the requirements specified and provided | Hornbill will implement the Auto Logging functionality based on the requirements specified and provided | ||
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!row11 rowspan=1 align:center| [ | !row11 rowspan=1 align:center| [[Single Sign On with SAML 2.0|Single Sign On Integration]] | ||
|valign="top"|'''CONFIGURE SINGLE SIGN ON''' | |valign="top"|'''CONFIGURE SINGLE SIGN ON''' | ||
Hornbill provides information and guidance from a Product Specialist on how to configure Single Sign On on the Hornbill Platform from an Identity Provider (supporting the SAML 2.0 standard) | Hornbill provides information and guidance from a Product Specialist on how to configure Single Sign On on the Hornbill Platform from an Identity Provider (IdP; supporting the SAML 2.0 standard) | ||
|valign="top"|''''' | |valign="top"|''''' | ||
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!row12 rowspan=2 align:center| [ | !row12 rowspan=2 align:center| [[Corporate Service Level Agreements|Service Level Management]] | ||
|rowspan=2 valign="top"|'''CONFIGURATION OF A SERVICE LEVEL AGREEMENT''' | |rowspan=2 valign="top"|'''CONFIGURATION OF A SERVICE LEVEL AGREEMENT''' | ||
Based on your requirements, Hornbill will provide you with guidance and an example on the configuration of a single Service Level | Based on your requirements, Hornbill will provide you with guidance and an example on the configuration of a single Service Level Agreement (containing a number of Service Levels) and how to use rules in order to select the relevant targets based on your specified criteria. | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> SLM STRUCTURE MAPPING''' | ||
Hornbill will perform requirements gathering with you, whilst providing best practice guidance to plan and map a SLM structure involving multiple Service Level Agreements and/or multiple working time calendars within Hornbill. | Hornbill will perform requirements gathering with you, whilst providing best practice guidance to plan and map a SLM structure involving multiple Service Level Agreements and/or multiple working time calendars within Hornbill. | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> SLM STRUCTURE MAPPING:''' | ||
As above, this Expert Service is also suitable to be selected after your Switch-On | As above, this Expert Service is also suitable to be selected after your Switch-On | ||
|- | |- | ||
|valign="top"| | |valign="top"| | ||
<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> SLM BULK IMPORTS''' | ||
Hornbill will perform a one off bulk import of SLM components to | Hornbill will perform a one-off bulk import of SLM components to bypass the manual entry of various aspects. This import can include the provision of templates to be populated, and include Service Level Agreements, Service Levels, SLA and SL Rules and Escalation Actions (e.g. Email notifications, automated movement of requests on boards at specified times on the way to a target breach) | ||
|- | |- | ||
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!row13 rowspan=2 align:center| [ | !row13 rowspan=2 align:center| [[Supportworks to Hornbill Service Manager Migration Package|Data Migration]] | ||
|valign="top"|'''SUPPORTWORKS TO HORNBILL MIGRATION''' | |valign="top"|'''SUPPORTWORKS TO HORNBILL MIGRATION''' | ||
Hornbill can import any historical call data from Supportworks to Hornbill Service Manager. After understanding your requirements, a mapping process will take place and the import will allow all required requests to be migrated against a single, pre-defined Business Process | Hornbill can import any historical call data from Supportworks to Hornbill Service Manager. After understanding your requirements, a mapping process will take place and the import will allow all required requests to be migrated against a single, pre-defined Business Process | ||
|rowspan=2 valign="top"|''' | |rowspan=2 valign="top"| | ||
'''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | |||
'''<span style="color:#81bcf2">POST SWITCH-ON:</span> IMPORTING DATA FROM OTHER SYSTEMS''' - Should you require an import of historical call data from another system, Hornbill can work with you to understand your specific requirements, discuss feasibility, and develop a mechanism to achieve this. | |||
|- | |- | ||
|valign="top"|'''SERVICENOW TO HORNBILL MIGRATION''' | |valign="top"|'''SERVICENOW TO HORNBILL MIGRATION''' | ||
Hornbill can import any historical call data from | Hornbill can import any historical call data from ServiceNow to Hornbill Service Manager. After understanding your requirements, a mapping process will take place and the import will allow all required requests to be migrated against a single, pre-defined Business Process | ||
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!row14 rowspan=2 align:center| [ | !row14 rowspan=2 align:center| [[Self Service|Self Service Portals]] | ||
|valign="top"|'''PORTAL WEBINAR''' | |valign="top"|'''PORTAL WEBINAR''' | ||
You will be | You will be invited to watch Hornbill's "Service Catalog and Portals" Webinar which provides information on the configuration and usage of a Portals, and guidance on the multiple options available to utilise | ||
|rowspan=2 valign="top"|''''' | |rowspan=2 valign="top"|''''' | ||
|- | |- | ||
|valign="top"|'''PRE BUILT PORTALS''' | |valign="top"|'''PRE BUILT PORTALS''' | ||
Hornbill provides two Pre Built Portals - with the ability for you to simply add your own organisation logo and main image, so that your user base can be up and running with Self Service Functionality with very little set up required. Hornbill will also assist with set up requirements as part of our Q&A sessions where necessary | Hornbill provides two Pre-Built Portals - with the ability for you to simply add your own organisation logo and main image, so that your user base can be up and running with Self Service Functionality with very little set up required. Hornbill will also assist with set up requirements as part of our Q&A sessions where necessary | ||
|- | |- | ||
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!row15 rowspan=2 align:center| [ | !row15 rowspan=2 align:center| [[Reporting]] | ||
|valign="top"|'''REPORTING WEBINAR''' | |valign="top"|'''REPORTING WEBINAR''' | ||
You will be | You will be invited to watch Hornbill's "Hornbill Dashboards and Reporting" Webinar which provides information on the usage and configuration of Honrbills Advanced Analytics (including our trending engine), as well as standard "point in time" reports | ||
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<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> REPORT DEFINITION''' | ||
Hornbill will work with you to understand your reporting requirements, provide recommendations on the standard reports that provide the most value, and based on your reporting requirements, potentially recommend configuration or process changes that could provide the output required. | Hornbill will work with you to understand your reporting requirements, provide recommendations on the standard reports that provide the most value, and based on your reporting requirements, potentially recommend configuration or process changes that could provide the output required. | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> REPORT BUILDING''' | ||
Hornbill will build | Hornbill will build reports using the Dashboard and Trending Engine, and/or through the Reporting functionality based on your requirements. | ||
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Hornbill provides a number of pre-built reports that can be used to attain metrics and KPIs based on Service Manager, along with the chance to ask any questions directly to a Product Specialist during the Q&A Sessions | Hornbill provides a number of pre-built reports that can be used to attain metrics and KPIs based on Service Manager, along with the chance to ask any questions directly to a Product Specialist during the Q&A Sessions | ||
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<span style="color:#df5050"> | '''<span style="color:#df5050">PRE SWITCH-ON:</span> N/A''' | ||
<span style="color:#81bcf2"> | '''<span style="color:#81bcf2">POST SWITCH-ON:</span> BESPOKE TRAINING''' | ||
Working alongside you administrators, Hornbill will provide a tailored training session to assist with the scoping and building of reports specific to your organisation, and how to get the most out of the functionality. | Working alongside you administrators, Hornbill will provide a tailored training session to assist with the scoping and building of reports specific to your organisation, and how to get the most out of the functionality. | ||
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[[Category:Expert Services]] |
Latest revision as of 21:18, 11 April 2024
Home > Switch-On > How Does The Switch-On Work > Detailed Switch-On Content
The table below highlights the specific areas of Hornbill's 30 Day free trial, along with examples of the additional "Wrap Around" Expert Services that may be beneficial to your organisation. The "Standard 30 Day Trial" column, details a number of areas that can be covered in your free trial. You may not need to set up and configure every single area - but the content will provide an idea of some of the areas that other users have chosen to utilise. The "Additional Expert Services" column highlights the areas in which you may decide to purchase Expert Services before and/or after your Switch-On, to make the most of your Free 30 Day Trial by ensuring your preparation aligns with your Hornbill solution and that you are one step ahead at all times. These are useful in a number of areas where you either simply need additional assistance, or for any aspects that fall outside of the Standard 30 Day trial offering. If you decide you would like to purchase any of these optional Pre or Post Switch-On Expert Services, you will still get all of the functionality and benefits provided in the 30 Day trial as all of these services fall outside of the standard offering.
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