FRESH-SERVICE

PROCESS DOC &

SYSTEM MANUAL

VERSION 1.0
Content

s
Introduction to Freshservice.......................................................................................................................4
Overview: What is Freshservice?..............................................................................................................4
Benefits of Freshservice...............................................................................................................................4
24/7 Access to support...............................................................................................................................4
Reliable support.........................................................................................................................................6
Availability in several languages...............................................................................................................7
Configuring Agents & Requesters..........................................................................................................7
Configuring an Agent:...........................................................................................................................7
Steps in adding an Agent,......................................................................................................................7
Dashboard:...................................................................................................................................................9
Incident Management................................................................................................................................10
Overview: What is an Incident?...............................................................................................................10
Incident identification..............................................................................................................................10
Clause 8.6.1 Incident management..........................................................................................................10
Incident logging.......................................................................................................................................11
Can Freshservice be used to manage both Internal & External Issues?..........................................12
Naming Convention Process:...............................................................................................................12
Creating Support Groups for External Groups:...................................................................................12
Service Requests.........................................................................................................................................13
Service Requests, are defined as ‘a formal request from a user for something to be provided – for
example, a request for information or advice’. In other words, a service request is raised when you
want to procure something that you don’t have in the first place. Be it access to the printer or upgrading
to a higher version of a software..............................................................................................................13
8.6.2 Service request management...........................................................................................................13
Steps in Creating a Request:....................................................................................................................13
Problem Management..................................................................................................................................15
Overview: What is a problem?................................................................................................................15
Steps in managing a Problem,..............................................................................................................16
Knowledge Management...........................................................................................................................18
Overview:.................................................................................................................................................18
Clause: 7.6 Knowledge............................................................................................................................18
Solutions Database...............................................................................................................................18
To add new solutions to the existing knowledge base,........................................................................19
Change Management...................................................................................................................................20
Overview:.................................................................................................................................................20
Releases:......................................................................................................................................................22
Overview:.................................................................................................................................................22
Asset Management:....................................................................................................................................24
Inventory:.................................................................................................................................................24
Software:..................................................................................................................................................25
Contracts:.................................................................................................................................................25
Purchase Order:........................................................................................................................................26
Project Management..................................................................................................................................26
Overview:.................................................................................................................................................26
Creating Projects......................................................................................................................................26
Project Task:............................................................................................................................................27
Service Reporting.......................................................................................................................................27
Creating a report:.....................................................................................................................................27
Service Level Management.......................................................................................................................29
Overview:.................................................................................................................................................29
8.3.3 Service level management..............................................................................................................29
To access Service Level Agreement configuration page,........................................................................30
Add Service Level Agreement.............................................................................................................30
SLA Details..........................................................................................................................................31
Service Catalog............................................................................................................................................32
Overview:.................................................................................................................................................32
To access the service catalog...............................................................................................................32
Contracts......................................................................................................................................................33
Supplier Management (Vendor)..................................................................................................................35
Overview:.................................................................................................................................................35
Automation & Workflow.............................................................................................................................37
Introduction to Freshservice
Overview: What is Freshservice?
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations
to simplify their IT operations. The solution offers features that include a ticketing system, self-service
portal and knowledge-base.

Benefits of Freshservice
24/7 Access to support
Freshservice came up with a completely cloud-hosted and hassle-free system where customers
can log in at any time and from any device. The plug-and-play ITIL complies with previous
cases and best practices, and therefore automates at least the half of your solutions. A number of
notifications and proactive alerts will also be provided for agents not to miss prioritized issues.

Autopilot self-service portal

One of the ways in which Freshservice modernizes support delivery is by putting customer
service on autopilot, and providing a 24/7 self-service portal where customers can raise tickets,
follow their status, request services, or simply browse a database of best practices to find an
answer to their questions. Freshservice will also provide an IT service catalog where both users
and agents can categorize their issues in advance to save some extra time (Access Request,
Hardware Provisioning, Password Reset, New Employee Hire, Backup Service, and Software
Installation).

Tracking and management of assets

Freshservice comes with a modern asset management module designed to track all of the
company’s possessions form servers to basic inventory. Admins can create asset lists and
configure products, so that resources are allocated in the best way possible, and only once
they’ve confirmed the positive impact of their decision. By assets, we also have in mind software
licenses and network infrastructures, all displayed on the same screen for better understanding.

Incident management
The core functionality of the system is reliable incident management, as the tool is enabled to
capture such on all channels you’re using (chat, phone call, email, web portal, or even in person),
and prioritize and route those based on their impact and urgency. At the same time, all incidents
are being recorded in a database of known errors to let agents go back to them in the future and
save some time. If need be, the admin can also set predefined rules and automate incident
tracking, or define major incident scenarios where interference is needed right away.

Problem identification & management

As IT experts will agree, there is no such thing as a harmless IT issue. Certain problems may
take a while to crash your help desk, but if not tackled in time, they certainly will eventually do
that. This puts problem handling right in the center of Freshservice’s priorities – the system is
easily recognizing and pinpointing negative patterns and underlying problems, and associates
incidents to them by default. Whenever something like this happens, you can tackle the issue
instantly and proceed by performing a comprehensive analysis, which will detect the root causes
of the hiccup, and make sure it never happens again. All these mechanisms are part of the
system’s smart problem management automation, which requires minimal human intervention to
handle and close day-to-day issues.

Change rollback & management

Once you implement Freshservice, it will become your centralized hub for planning, tracking,
and rolling back changes with unparalleled precision. With only a few clicks, you will be able to
analyze and mitigate all sorts of risks before they actually put your data in danger. A unique
possibility delivered by this system is to create Change Advisory Boards (CABs) where change
plans and rollbacks will be directed for approval and feedback. This way, you will also ensure
that everyone on the team is active and can contribute to solving a common problem.

An integrated billing system

How many tools allow you to serve a customer and bill for the service from the comfort of the
very same platform? Despite running a pretty basic billing and invoicing toolkit, Freshservice
makes this possible, and thus saves the pain of migrating data to a different system and the costs
of acquiring one in the first place. Instead, you can track the time devoted to solving an issue,
wrap up the numbers right away, and send off a personalized bill without even opening your
email account.

All necessary integrations

With RESTful APIs in place, Freshservice is generally easy to connect to a variety of third-party
systems, which means there will be little to no work for you to implement it in your existing
software infrastructure.
Free plan for small teams
With all of its functionality in mind, we can freely say that Freshservice is an affordable IT
service management system, with plans tailored to meet all business sizes, and an excellent free
trial that allows users to examine what it can do. What makes the system an even better
alternative for startups and small teams is the Sprout Plan which 3 users get to run for free. The
plan delivers management of 100 fixed assets, all incident management capabilities, and a fully-
featured self-service portal and knowledge base.

Reliable support
Another thing Freshservice is well-known for is reliable customer support. Despite of the no-
brainer interface you can get your head around in minutes, the company made sure you will have
access to a knowledgeable team of agents who can be accessed at any time via phone, email, live
chat, or dedicated tickets. On their website, you will find a knowledge base full of articles and
useful materials, plus you can also visit their YouTube channel for entertaining video tutorials.

Availability in several languages

Last, but not least, Freshservice is available to use in several languages other than English,
namely Spanish, Portuguese, French, German, Italian, Russian, Polish, Dutch, Swedish, and
Castellano.

Configuring Agents & Requesters

Configuring an Agent:
The IT help desk team comprises of Agents who are responsible for handling requests, raised by the
employees of the organization. Each Agent in the help desk team is assigned with Roles to perform
specific tasks in the application.

Steps in adding an Agent,

 Login to Freshservice Plus application using the Username and Password of a Freshservice
administrator.
 Click the Admin tab on the side pane.
 From the User management settings block click Agents. The Agent List view is displayed, where
you can add, edit, and delete Agents.
 Click Add New Agent link at the top right corner.
 Select the agent type (Full time or Occasional)
 Input the Agent details (Email address, pictures etc.)
 Assign a ticket scope, support channels & roles, then create.
Dashboard:
Dashboard gives you the overall view on your ITSM environment, also gives the user the ability to create
new incidents, request etc. from this window.
Incident Management
Overview: What is an Incident?
An incident is a disruption of normal service that affects the user and business. The goal of Incident
Management is to restore IT services to the normal state as soon as possible with workarounds or
solutions to make sure that it does not affect business.
An incident is an event that is not part of the standard operation; it is an event that you don’t want to
happen but eventually happens. In simple words, Incident Management is a process to manage disruptions
in critical IT services and restore them ASAP.

Incident identification
The catalyst for incident management is when an end user, monitoring system, or IT specialist reports an
interruption. Notifications can come via email, phone, in person, or automated notices from the system.
At this point, the help desk should record and identify the incident: Is it an incident or a service request?
Service requests are handled differently than incidents and should be handed off to the request fulfillment
team (or processed through the Request Workflow).

Clause 8.6.1 Incident management

Incidents shall be:

a) Recorded and classified;

b) Prioritized taking into consideration impact and urgency;

c) Escalated if needed;

d) Resolved;

e) Closed.

Incident logging
Once the team identifies the incident, they can then log the incident as a ticket & also when a mail is sent
to support, a ticket automatically generates on Freshservice .
Steps in creating an Incident:

 From the Dashboard click on New tab and select Incident.

 A new window will come up where you will input the incident detail, After that you save and it
will be generated in the tickets tab.
Can Freshservice be used to manage both Internal & External Issues?
The answer is YES, there are ways in which it can be used for both issues;

Naming Convention Process:

Setting up a naming convention rule or policy within the organization, stating that all external incidents or
requests should be logged into Fresh Service in a specific manner (either starting with company name or
Ext (external) starting every issue), same goes for internal too.

Creating Support Groups for External Groups:

Setting up support groups for specific companies also helps, when creating the support groups you
select the Agent in charge for that group, you also select all the Agent supports you want within the group
and specify workflows (bear in mind that the Agents selected within this group won’t be getting mixed up with
internal issues unless escalated to one of the Agent within this group)
Service Requests
Service Requests, are defined as ‘a formal request from a user for something to be provided – for
example, a request for information or advice’. In other words, a service request is raised when
you want to procure something that you don’t have in the first place. Be it access to the printer or
upgrading to a higher version of a software.
8.6.2 Service request management
Service requests shall be:

a) Recorded and classified;

b) Prioritized;

c) Fulfilled;

d) Closed.

Steps in Creating a Request:

 From the Dashboard click on New tab and select Service request.

 A new window will come up where you will select the type of service request you want, then you
place the request.
 Your request is made available on the tickets tab.
Problem Management
Overview: What is a problem?
The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.
Problem Management is a proactive approach that prevents recurrence of incidents.

8.6.3 Problem management

The organization shall analyze data and trends on incidents to identify problems. The organization shall
undertake root cause analysis and determine potential actions to prevent the occurrence or recurrence of
incidents.
Problems shall be:
a) recorded and classified;
b) prioritized;
c) escalated if needed;
d) resolved if possible;
e) closed.

Steps in managing a Problem,

 Click on the new tab and select Problem
 A new window comes up, input all necessary information about the problem and after that save it.
 To see the problem created Click the Problems tab. This opens the Problem List page.
 Click on the problem to get all necessary information (analysis, solution, update, associate,
properties and more)
 Agents can see the problem; you can also assign the problem to an agent or department to solve.
When solved the technician closes the problem, which can then be used as a guide for other
agents.
Knowledge Management
Overview:
Knowledge management is the process of capturing, developing, sharing, and effectively using
organizational knowledge. It refers to a multi-disciplinary approach to achieving organizational objectives
by making the best use of knowledge

Clause: 7.6 Knowledge

The organization shall determine and maintain the knowledge necessary to support the operation of the
SMS and the services.

The knowledge shall be relevant, usable and available to appropriate persons.

Solutions Database
The solutions module is a knowledge base with resolutions for the problems encountered by your help
desk team. The solutions can be grouped under topics to access the solutions with ease. In addition, the
solutions can be restricted to specific user groups. The requesters under the user group can view the
solutions on logging into the application.

To add new solutions to the existing knowledge base,

 Click the Solutions tab in the side pane. This opens the solutions list view page. By default, the
list of all solutions gets displayed.
 Click New Article button.
 Enter a title for the solution you wish to add in the given text field. This can be a summary of the
complete solution in one line that will exactly tell what the solution is all about.
 Enter the complete solution in the Contents text field.
 If this solution requires any additional files to support the article, then you can attach the same by
clicking Attach File button.
 Then Publish.
Change Management
Overview:
The change management process helps you to co-ordinate changes with minimal disruptions and accepted
risk.

Steps in Creating Change Request

 Click on the New tab and select Change

 A new window comes up, where you fill all necessary information like (change type, status,
period, planning etc.) When done, save it
 To see all change request made within the organization & more detailed change information click
on the change request.
Note: CAB’s can be created in the Admin tab, under user Management.
Releases:
Overview:
The goal of Release Management is to plan, educate users and implement changes smoothly.
Release Management works closely with Change Management. Change Management is responsible for
planning and Release Management for execution/implementation.

Steps in Creating Releases

 Click on the New tab and select Release
 A new window comes up, where you fill all necessary information like (release type, status,
period, priority etc.) When done, save it
 To see all releases made within the organization, click on the release tab in the home page.
Asset Management:
Freshservice captures all your asset inventory, software, contracts & purchase and orders

Inventory:
 Click on add new to populate your asset inventory, you also have the function of importing your
assets
Software:
 Click on new software and input all necessary information to populate your software.

Contracts:
 Click on add new to populate your contracts
Purchase Order:
 Click on create purchase order to populate the window

Project Management
Overview:
Project management - the discipline of planning, organizing, and controlling resources to achieve specific
goals is now a part of Freshservice. Using project management, you can create projects: a temporary
endeavor to achieve certain objective/change (within a specific time period) beneficial to your
organization.
Effective management of resources like time, budget, manpower and the quality of work, is the primary
goal of project management.

Creating Projects
Click on project to see the overview of all projects. to start a new project, click on new task and fill all
necessary information.
Project Task:
This gives you all the task within a project in a list format.

Service Reporting
Creating a report:
 Log in to the Freshservice application using your user name and password.
 Click the Analytics tab in the side pane, Select the report you want to generate (analytics or
project analytics) This opens a report generated on Freshservice.
 Select the new report tab at the top right corner, select if the report is either private or public.
 Then start generating your report, when done you save and choose the next action (Export,
Present or Schedule the report)
Service Level Management
Overview:
Service Level Agreements (SLA) help evaluating the efficiency, effectiveness and responsiveness of your
support team. You can configure SLAs for each Support Plan and based on the services offered, the
response and resolution time can be set accordingly.

8.3.3 Service level management

The organization and the customer shall agree the services to be delivered.

For each service delivered, the organization shall establish one or more SLAs based on the documented
service requirements. The SLA(s) shall include service level targets, workload limits and exceptions.

At planned intervals, the organization shall monitor, review and report on:

a) Performance against service level targets;

b) Actual and periodic changes in workload compared to workload limits in the SLA(s).

Where service level targets are not met, the organization shall identify opportunities for improvement.
To access Service Level Agreement configuration page,
 Click on the Admin tab in the side pane to open the configuration wizard page.
 Click on Service Level Agreement tab under the General Settings block. The Service Level
Agreements list view page opens. From this page, you can Add, Edit, Delete and Organize
Service Level Agreements.

Add Service Level Agreement

Clicking on the Add New Policy link takes you to the SLA form. The SLA form consists of two blocks –
Incident Request SLA & Service Request SLA
SLA Details
 Enter a unique name to identify the SLA in SLA Name field.
 You can also provide a brief Description for the SLA.
 Set the Conditions & SLA targets
 Set Workflows for reminders & escalations.
Service Catalog
Overview:
Service Catalog is where you can portrait the wide range of services offered by your IT department to the
end-users. Some of the most common day-to-day IT services required by the users are, installation,
relocation, internet access, email access, virus protection, provision of hardware and software, mail
server, account management and so on.

To access the service catalog

1. Click the Admin tab, underneath general setting click on service catalog icon

2. The Service Catalog page opens listing the service categories available in the application

3. Click add new, select either service category or service item and fill all required information then save.
Contracts
Overview
The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The
third party provides supporting services that enable the service provider to deliver a service to a customer.
Steps in creating a Contract:

 Click the Admin tab, underneath Asset Management setting click on Contracts icon
 The Service Contract page opens listing the types of Contracts available in the application
 Click add new contract tab, fill all required information then save.
Supplier Management (Vendor)
Overview:
The objective of Supplier Management is to ensure that all contracts with suppliers support the needs of the
business. This ITIL process is also responsible for making sure that all suppliers meet their contractual
commitments.

Steps in creating a Vendor:

 Click the Admin tab, underneath Asset Management setting click on Vendors icon
 The Vendors page opens listing the vendors available in the application
 Click add new Vendors tab, fill all required information then save.
Automation & Workflow
Fresh Service also gives you added functionality for creating workflows and integrating with 3 rd party
applications.

Steps in Creating Workflows

 Click the Admin tab, underneath Helpdesk productivity setting click on any of the productivity
icon you would be working with.
 The workflow automator page opens listing the automated workflows available in the application
 Click add new automator tab, select the process you want to create an automation for, then a new
window opens up where you state the events, conditions, actions & more information to make
your automation complete then you save.