UPS Helpdesk Training. HP Managed Print Services Program July 2015
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1 UPS Helpdesk Training HP Managed Print Services Program July
2 Table of Contents MPS Support Processes Support Responsibilities HP vs. UPS HP vs. TSG Hardware Support Differences Contacting Hardware Support Identify an HP MPS Printer Support Escalation Paths Service Portal Instructions Logging a Request for Repair Supplies Overview Roles & Responsibilities HP vs. UPS Automated Supplies Fulfillment Overview Manual Supplies Ordering Governance and Process Additional MPS Resources Tools Training Contact Information 2
3 MPS Support Processes
4 Support Responsibilities HP & UPS UPS End User UPS Help Desk TSG HP Support Center HP Field Tech HP Fleet Engineer Notify UPS Helpdesk of MPS device issue Perform triage of MPS device with UPS end user Contact HP Support Center for dispatch Dispatch HP field engineer to resolve issue Perform device repair or configuration Close HP ticket Close UPS ticket Continued support remediation of non-mps devices Provide support for UPS related issues 4 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
5 HP vs. TSG Support Differences HP MPS Domestic devices: US sites identified with an MPS sticker General First site use deployment printers located begins within July 27, an 2015 office building Print Devices: Copy 466 Fax Scan functionality (mono and color) Evaluations Sites: 33 Cross to occur section on of a UPS site-by-site site types basis and to sizes determine if included in Single MPS Function fleet and Multi Function devices included TSG Continue to manage all non-mps devices within the UPS fleet Dispatched for UPS internal issues (both MPS and non-mps sites) Devices located at UPS Stores MBE locations & UPS customer locations Specialty printers: line-matrix, impact, dot-matrix, plotters, check printing Line of Business (LoB) device on the UPS Operations floor, near conveyor belts, in-line with the processing of UPS packaging during a UPS sort Scanners dedicated to LoB: IDIS DDIS BDIS 5
6 Contacting UPS Helpdesk Support UPS End Users will continue to contact the UPS Helpdesk for hardware assistance: UPS Helpdesk: 888.UPS.TECH Triage issue and assign accordingly Create an HDFS case Non-MPS MPS TSG Campus Support Standard UPS procedures apply: Non-MPS devices Internal UPS issues HP Support Center Create an HP Service Portal request Web: Service Portal Phone: PIN Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
7 How to Identify an HP MPS Device Below is an example of the sticker found on the front of the printer to denote a device as part of the MPS fleet: 7 7 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
8 Contacting HP Hardware Support The UPS Helpdesk contacts HP Support via two methods: Service Portal : Phone Support: Web Portal Available 24 Hours 7 Days Link: Service Portal PIN# Available 8:00AM to 11:00PM Eastern Use as contingency if Service Portal is down Instructions to log a call via Service Portal are included later in this deck. 8 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
9 Support Escalation Paths Contact: Escalation Distribution: HP Hardware Functionality Supplies Availability Service Level Misses Contact: Corporate I.S. HP MPS Project Team SharePoint: UPS Effectiveness of MPS Feedback Process New Requests Support Escalation Issues 9 9 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
10 Service Portal Call Logging Procedures
11 Service Portal Login Screen Go to Enter User ID & Password 11 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
12 Service Portal UPS Home Screen Click Order Menu to request a repair 12 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
13 Service Portal Request a Repair Incident Click Repair Order 13 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
14 Service Portal Enter Repair Information Provide required information: Serial Number Ship to Address Problem description (include alternate contact if necessary) User Information 14 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
15 Service Portal Repair Order Acknowledgement Service Level Agreement Case number Place in HDFS Case 15 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Once case is created an is sent to the printer contact.
16 Service Portal Repair Order 16 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
17 Supplies Management Processes
18 Supplies Management Responsibilities HP & UPS UPS End User HP Auto Replenish HP OSA HP ADM HP CE Toner or Ink Printer toner or ink is proactively replenished Manually order toner or ink (special circumstances) Perform replacement activity Staples Manually order staples or staple cartridge TBD* Insert staples into device Process Currently Under Development Preventative Maintenance Kit is proactively replenished PM Kit Manually order PM Kit (special circumstances) Perform replacement activities 18 Note: Staples ordering is currently planned to be a manual ordering process; details of this process are in progress Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
19 Automated Supplies Fulfillment Overview Enabling technology to collect usage & supplies across the enterprise fleet Description: HP Remote Monitor MPS device usage data is collected from printer fleet Pre-defined supplies threshold triggers proactive supply replenishment Replenished supply is sent out within one business day HP MPS Devices HP Management Server Pre-Defined Thresholds: RMC Fleet Engineer Consumables: 20% (current setting, to be monitored during Phase 1 Maintenance Kit: 2% Fuser: 2% Transfer Kit: 2% 19 HP Confidential Copyright 2012 Hewlett-Packard Development Company, L.P.
20 Supplies Ordering Governance Staples are the only supplies that require manual ordering at this time. Manual ordering of Toner/Ink and PM Kits will be provided if required based on special circumstances. Toner Ink Staples PM Kit Auto-replenished via proactive monitoring Manual ordering will be placed by sending request to the following Staples ordering is currently planned to be a manual ordering process; details of this process are under development Auto-replenished via proactive monitoring Manual ordering will be placed by sending request to the following ups.acct.mgmt@hp.com 20 Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
21 Tools and Resources
22 MPS Tools & Resources Tools: Service Portal: Web interface used to request a device repair dispatch from HP 2 2 Training: Project Links: HP Contacts: UPS Training Portal: Training repository containing all MPS training including: Device familiarization including webinar Device troubleshooting Common device tasks: Fax Copy Scan to Secure Print TSG support information Toner Ink recycling HP MPS AVS: Installation documentation, support and training information HP Managed Print Services SharePoint: Forms to collect site feedback & requests for new requirements Domestic US sites First site T. Williams: Onsite Administrator t-howard.williams@hp.com Domestic US sites Michael Weeks: ADM Michael.weeks@hp.com Lucy First Salazar: site ADM lucinia.salazar-rojas@hp.com Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
23 Thank You
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