HEAT

What is HEAT?

Watch this short video for an overview (2m5s).

How do I log into HEAT and what is the URL?

HEAT is a service management tool which is accessed via a browser with your SSO account. It is a SaaS product and can be accessed from the IT Services website by clicking on the 'View Requests' icon in the banner at the top of the page, or direct via https://oxford.saasiteu.com.

Where do I get support?

How do I get access?

Please complete the HEAT User Access request form, to request training and access to HEAT.

Once the request is approved and processed, you will receive confirmation and instructions for completing the relevant training.

Please do not attempt to carry out online training before you receive the confirmation. You will not be able to log in to the training environment without the HEAT System Administrator enabling and updating your account.

Further details regarding HEAT access and the training process are available on the HEAT SharePoint site.

No Training, No Access!

The minimum level of training required to get access to HEAT, is online incident and task management training. Once you have completed the final activity and completion has been validated, your account will be created.

Successful completion of online Incident and Task Management training is a prerequisite for all other training.

If you require Change Coordinator access, you will also need to complete face-to-face Change Management training, delivered by the Central Change team.

Training will be required for returning users whose access was removed more than 6 months ago.

Requests

All standard requests (e.g. additions and changes to access, team creation and membership, creation of templates etc.) must be made using the appropriate request form:

Use the HEAT User Access form to request:

Access and training for a user who has not used HEAT before.

Access for a user who does not currently use HEAT but has previously attended training.

Addition or removal of role(s) for a user who already uses HEAT.

Addition or removal of team(s) for a user who already uses HEAT.

Removal of access.

N.B. All requests for additions or removal of access MUST be approved by the appropriate manager, as stated on the form.

 

Use the HEAT Standing Data Amendment form to request:

Additions and changes to Services and Categories in HEAT.

Additions and changes to Dashboards.

Creation and changes to Templates.

 

Use the HEAT Add, Amend or Remove Team form to request:

Creation of a new Team.

Team to opt in or out of optional notifications.

N.B. Changes to Team membership must be made using the HEAT User Access form as this must be approved by the appropriate manager.

 

Use the HEAT Enhancement Request form to request additions and changes to HEAT functionality.

 

Reporting

There are number of ways to report from HEAT:
 

Saved Search

Searching is available in most workspaces (e.g. Incident, Change, Service Request, Task etc.) to help you to find records. Advanced searches and Filters can be used to find more specific details. A list of Saved Searches are published to each role. You can create your own Searches using your own frequently used criteria, and flag these as favourites so that they are available when you need them. 
 

Dashboard

This is the 'Home' screen, and typically consists of a series of tables and possibly charts. Dashboards are created centrally but users can set their own default dashboard.
 

Standard Reporting

Standard reports are created centrally using SQL Server Reporting Services (SSRS). The user can filter their selection but not change the layout or content of the report.
 
A suite of standard Operational Reports are available to be used by all teams:

Service Desk Function: Charts and Tables representing KPIs aimed at First Line Team(s). 

Technical Specialist Function: Charts and Tables representing KPIs aimed at 2nd to Nth Line Team(s).

Here are the slides from the Operational Reports Overview held on 20-Mar-17, including instructions on how to run, save and print the reports. 
 
Further requirements to be assessed and timeline to be advised pending the release of an Adhoc Report Writing tool embedded in HEAT (expected Autumn Release 2017). We anticipate publishing a set of standard operational reports as a basis upon which users can add / change fields and filters as required, however this is dependent on the reports offering provided.

 

Quick Reference Guides & Videos

QRGs and videos provide you with an overview of how to perform each of the core service management processes within the HEAT toolset. These resources should be used to supplement online training (or face-to-face training for Change Management).

QRGs and videos are available from the HEAT Training WebLearn site:

  • Incident Management - QRG / video (2m32s)
  • Major Incident Management - QRG
  • Task Management - QRG / video (2m26s)
  • Incident & Task Management combined - user guide
  • Problem Management - QRG / video (4m23s)
  • Change Management:
    • Logging a Change Request - video (1m51s)
    • Managing Change Requests - video (3m56s)
    • Change Management - user guide
    • Change Management - QRG
  • Service Requests - QRG

WebLearn support

Reference Documents

Reference documents are available from the HEAT SharePoint site.

 

Service Management

What are Incidents, Problems, Changes, etc?

An Incident is an unplanned interruption or reduction in quality of an IT service, or a break in the standard operation of a service.

An incident is a disruption to normal service operation. These disruptions could be full service outages affecting all users of a business system or small application errors that only affect one person. A simplified definition is that an incident means that a user will contact support to say, “I can’t do something that I normally do.” Incident Management is primarily concerned with restoring normal service as quickly as possible with either a fix or a workaround.

Tasks are units of investigative, technical or other work assigned to support teams (e.g. technical teams with more specialized skill sets) in order in resolve an incident, implement a change, fulfill a service request or some other activity.

Problem is defined as multiple incidents exhibiting common symptoms or a single incident with no known cause. A problem is the root cause of one or more incidents. For example, a software defect could cause an application to freeze for several different users at different times. Those application freezes could be resolved by restarting the machine but that would be a workaround (i.e. a temporary fix).

Problem management would seek to document that workaround and publish it so we can restore normal service quickly but would also investigate to find the defective code and try to fix it permanently, thus removing the defect and the number of disruptions causing users' machines to freeze.

Change is the addition, modification or removal of anything which could have an effect on IT services, such as a software update or introducing a new server. For example Technical Services may log a change request for modifications that will affect infrastructure
A change happens when an item of software or hardware is altered from one pre-defined state to another. The change could be to re-cable a server so that it goes through a different network switch or to reconfigure an application to improve performance.

Changes are often made to fix defects and remove problems but they are also made to enhance services. For example, a change could be to introduce a new version of an application that offers new functionality that the users will get benefit from. Changes can be requested by users, support staff and project managers but should follow a process that identifies and mitigates risk because introducing change can cause problems and therefore, Incidents (i.e a disruption to service).​

Service Requests are an end-user request that is not a failure. They are pre-defined and standard service offerings, such as requests for software or computers.
​A service request is a request for something that can be delivered using a pre-defined procedure and work instructions. The service requests available are listed in a service request catalogue and are often things like password resets, new workstations, or installation of a desktop software application. The procedure followed to deliver a service request will often include approval from a relevant manager or budget holder. Service requests are requested when a user says, “I want something” but differ from change enhancement requests because the steps to deliver a service request are pre-defined and in the service request catalogue.​

What roles do IT staff perform within HEAT?

First Line Support are staff members who log, investigate and resolve incidents (tickets) and/or will log and manage service requests. *This includes staff who may not be in a support team – e.g. the training administrator.

Second to nth line support are staff members who will manage and complete allocated tasks (incident, service request, problem, change) *This includes staff who may not be in a support team – e.g. the training administrator.

Change Coordinators are staff members who will log, manage and report on change requests.

Problem Managers are staff members who will log, manage and report problems. The problem management process will be configured in HEAT, but using the functionality will not be mandatory. It will be up to each team if they engage in problem management.

 

Written by IT Services. Latest revision 19 September 2017