TGMS64 - Removal of Test Calls from IVANTI Heat

Serious about performance, passionate about value Training Guide Training Guide Number and Name TGMS64 – How to remove test calls from IVANTI HEAT Related SHEQ Document: Business Unit/Process: CPSD03 - Service Desk Process Training Guide purpose: MSOP08 – SLA Reporting Process Provides details to identify and provide the test call data to the Service Desk Owners to enable them to have the test call data removed within the governance parameters 1. Access IVANTI HEAT (https://servicedesk.datacentrix.co.za/HEAT/Default.aspx#1603707377666), 1.1 Select REPORTS tab and select QR Report on the Main Object 2. Select the date and time criteria (Month to date) Select the Client Name - All and click on View Report and use the drop-down list to select format CSV (comma delimited) and export to excel Document number: TGMS64 Page: 1 of 6 Category: Business Controls Issue: 17 November 2021 Applicable to: Business Controls Revised version 0: 17 November 2021 Process owner: Business Controls Manager ***Uncontrolled version once printed***

Serious about performance, passionate about value 3. Once the data has been exported to MS Excel save the document onto the Monthend Reporting network drive under the Exco folder 4. Open the report and cut out the Symptom column and paste it next to Call Number column, thereafter, sort by Symptom and identify all test calls Document number: TGMS64 Page: 2 of 6 Category: Business Controls Issue: 17 November 2021 Applicable to: Business Controls Revised version 0: 17 November 2021 Process owner: Business Controls Manager ***Uncontrolled version once printed***

Serious about performance, passionate about value 5. Highlight the full report and sort the Symptom column using the sort functionality from the menu bar 6. Highlight the Symptom column. Use the keyboard short but (CTRL F) to find all possible test calls. When a call has been verified as a true test call, highlight the row in yellow 6.1 Look for “Test call” in the Symptom column for calls with no detail in the rest of the call. Document number: TGMS64 Page: 3 of 6 Category: Business Controls Issue: 17 November 2021 Applicable to: Business Controls Revised version 0: 17 November 2021 Process owner: Business Controls Manager ***Uncontrolled version once printed***

Serious about performance, passionate about value 6.2 Ensure that the Resolution Code is one of the following “Testing” Test Call” “Cancel Call” 7. Sort by Resolution code and click on (CTRL F) to identify all test calls and sort by Resolution as well. 8. Expanding your search criteria, you need to highlight the heading row. Activate the Excel Filter functionality from the Data Menu bar to the headings. Document number: TGMS64 Page: 4 of 6 Category: Business Controls Issue: 17 November 2021 Applicable to: Business Controls Revised version 0: 17 November 2021 Process owner: Business Controls Manager ***Uncontrolled version once printed***

Serious about performance, passionate about value 9. First sort the Resolution Code column. Click on the Resolution code drop down and select Sort A to Z. In the Filter field type in keyword TEST to filter all the possible test calls. Review and highlight the complete row in yellow for all true test calls 10. Repeat step 8 for sorting and filtering all the test calls in the Resolution column 11. Sort by Client Contact and search for Test calls logged as per the operational people that may log test calls. 12. Once the test calls are identified they must be split by region and an email sent to the Regional Service Desk Manager for their calls to confirm that the identified test calls may be deleted from the system. 13. The Regional Service Desk Managers will log a call to [email protected] to request the test calls be deleted. The Business Unit Manager will form part of the process to ensure that Test calls are accurately identified. Document version uncontrolled once printed Any (printed) hardcopy of a Quality document is uncontrolled and it is up to the reader to ensure that it is the latest copy by checking the document version on SharePoint at the time of ensuring validity. A document is therefore only valid for the date that is was printed. Document number: TGMS64 Page: 5 of 6 Category: Business Controls Issue: 17 November 2021 Applicable to: Business Controls Revised version 0: 17 November 2021 Process owner: Business Controls Manager ***Uncontrolled version once printed***

Serious about performance, passionate about value Non-Compliance to Datacentrix Policies/Processes and Work Instructions Policy adherence forms a major part of any Datacentrix staff members’ job profile, which implies appraisal to measure and any disciplinary actions following non-compliance. Document number: TGMS64 Page: 6 of 6 Category: Business Controls Issue: 17 November 2021 Applicable to: Business Controls Revised version 0: 17 November 2021 Process owner: Business Controls Manager ***Uncontrolled version once printed***