IT Service Management (ITSM) Best Practices for Advanced Computing
Summer clerks it training 2011
1. IT Training
Summer 2011 – Clerks
Introduction Attachments
Help
• When working in an attachment,
Help Desk Email HelpDesk@Liskow.com always save it first.
Help Desk Phone 4099 To attach a document that is locally saved
(My Computer, Desktop) to an email,
Anne’s Email awheeler@liskow.com
1. Click the Attach File button located in
Anne’s Phone 6125
the Include group of the Message tab in
a new mail message.
Outlook
Outlook Main Screen Components
2. Browse to the location of the document
and click Insert. A copy of the
document is attached to the email.
To attach a document that is saved in
iManage,
1. Click the Insert WorkSite Attachment
button on the WorkSite tab.
Creating and Sending a New Message
To create a new mail message,
1. Click the New button. 2. Navigate to the appropriate document.
3. Choose Insert Link or Insert Copy from
the Insert Link dropdown.
A new, blank message opens.
To send a new mail message,
1. Address the message as desired.
• Click the To: button to access
addresses stored in the firm’s Global
Address List and your Contacts.
• Type the address if known. • Insert Link inserts a link to the
original document in iManage.
2. Click Send. The message sends to the Inserting a link ensures that users
recipients. will open and make edits to the
2011 Summer Clerks
2. original document in iManage. Users Folders
outside of the firm or off the firm
network will not be able to use links. • Click the plus sign to the left of
folders to view subfolders. (Expand)
• Insert Copy inserts a copy of the
original document in iManage. • Click the minus sign to the left of
Changes made to the copy will not folders to close the subfolders.
be made to the original document in (Collapse)
iManage.
• Click and drag emails to move to
4. The document or link attaches to the folders.
email.
o Press Ctrl while clicking and
navigation pane dragging emails to copy
rather than move.
The navigation pane provides access to your
Inbox, Calendar, Contacts, public folders Calendar
and FileSite.
Access the Calendar by clicking the
• Use the vertical scroll bar to move Calendar button in the navigation pane or
up and down in the navigation pane. by clicking the Calendar folder when in
Folder view.
• Click the Calendar, Notes, Contacts
and other icons to access the named Views
features.
Outlook 2007 has three Calendar views:
• Customize the navigation pane by
• Day
dragging the splitter bar up or down
to view large or small versions of the • Week
buttons.
• Month
Move through the different views by
clicking the appropriate button at the top of
the Calendar window.
Large buttons. Cursor dragging the
splitter bar.
Small buttons.
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3. Accepting a Calendar Appointment Contacts
• Click the Accept button in the top Contacts are Outlook’s version of an
left corner of a new Calendar address book. They contain the Global
appointment to add it to your Address List, which is a list of all of the
Calendar. people within the firm, as well as any
personal contacts you’ve added to Outlook.
• Click any of the other options to
Forward, Reply to or suggest an Accessing
alternate time for the appointment.
• Click the Contacts button in the
Creating a New Calendar Appointment navigation pane.
To create a new Calendar appointment, • Click the Contacts folder in the
navigation pane in Folder view.
1. Double-click the day for the new
appointment. The new appointment • Click the To: button in a mail
opens. message.
FileSite
iManage is our document management
system. It holds and organizes electronic
versions of our documents. iManage can be
accessed using FileSite and DeskSite.
iManage assigns a unique number to each
document. iManage also stores metadata
about each document making it easy to
search for and retrieve the document.
2. Type a Subject, Location and text for
your appointment. Accessing FileSite
3. Set the Start time and End time
(uncheck all day event). FileSite is accessed via Outlook. It is most
4. Click Save & Close to add to your visible in the navigation pane.
Calendar, OR
5. Click Invite Attendees to invite others to
your appointment and add the event to
their calendars.
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4. Document Worklist Saving Documents to FileSite
The Document Worklist is a list of the last To save documents to FileSite,
fifty or so documents you’ve accessed or
saved to FileSite. Click the Document 1. Click the Microsoft Office button.
Worklist to see the documents listed to the 2. Click Save (if you haven’t already saved
left. the document) or Save As. The Save As
Options screen opens.
Double-click a document in the Document
Worklist to open it.
Searching for a Document
To search for a document, 3. Click OK. The New Profile screen opens.
1. Click the Search button on the Worksite
toolbar.
2. The Search screen opens.
4. Fill out as much information as possible.
• The fields marked by a green
exclamation point are required.
• Click the ellipses button next to any
item to see a list of the available
3. Click Clear twice to clear information entries.
entered during the last search.
Client and Matter Numbers
4. Enter the document number, if known,
in the Document Number field. If you • Each client is referred to by a
don’t know the document number, number rather than a name in
enter as much information as known FileSite and some other programs
about the document. used within the firm.
5. Click OK. The search results display.
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5. • Each case/topic or service worked Opening and Saving a Document
on for a client is given a matter
number. To open a document saved in FileSite,
• Matter numbers are dependent 1. Click the Microsoft Office button.
upon the client number. 2. Click Open. The Open screen opens.
If you’re working on something and do not
know the client/matter number, or it isn’t
related to a client/matter, use the general
firm number:
99980.305
5. Click Save when finished with the 3. Click Document Worklist in the
profile. The document is saved to navigation pane to access a document
FileSite and available to other users you’ve recently worked on, or use the
within the firm. available fields to search for or open
your document.
Word 4. Click Open. The document opens in
Word.
Templates
NOTE: The easiest way to open a
By default, Word opens the Normal document stored in FileSite is using the
template. You can create many types of Document Number.
documents from this template. We also
have memo and letter templates available To open a document saved on your
for you to use. computer (locally saved),
To access the letter and memo templates, 1. Click the Microsoft Office button.
2. Click Local Open. The Open screen
1. In Word, click the Microsoft Office opens.
button.
2. Choose New | My Templates.
3. Choose the template you would like to
use. In most cases, the template will
have Letter or Memo in the name.
4. Click OK. The template opens and is
ready for you to use.
3. Browse to the location of the document
and click Open. The document opens in
Word.
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6. To save a document to FileSite, see the • Press Tab to increase the indent and
instructions outlined above in the Saving move to a higher heading level.
Documents to FileSite section of this guide.
• Press Shift + Tab to decrease the
To save a document to your local computer, indent and move to a lower heading
level.
1. Click the Microsoft Office button.
2. Click Local Save. Quick Access Toolbar
3. Browse to the location you’d like to save
your document in. We have built and installed a customized
4. Name your document. Quick Access Toolbar containing many of
5. Click Save. The document is saved to the most commonly used commands.
your computer.
Styles Quick Access Toolbar Commands
Styles are collections of formatting Button Name Description
commands grouped together so that they Undoes the last
can be applied all at once rather than Undo command(s), up to 100
individually, using several clicks. commands.
Redoes the last
• Styles are most often used for Redo command(s), up to 100
headings and to work with commands.
automatic outline numbering.
Opens a new blank
New Blank
document, in the
• At the firm, we have outline Document
Normal template.
numbering setup for 9 different
levels. Saves the document to
the current location
• The Heading/Numbering styles are (e.g., iManage or
locally). If the
available in the Styles area of the
Save document has not
Home tab. been previously saved,
the Save command
Applying a Style saves the document to
iManage.
To apply a style, click on the style in the
Styles gallery on the Home tab. The style is Opens iManage. Search
applied to the text, or will be once you start or open a document
from iManage. To open
typing.
a locally saved
Open
document, use the
Local Open command
on the Microsoft
Office Button.
Closes the document
Close
without closing
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7. Microsoft Word. width of the screen.
Displays an on screen Inserts the page
Page
Print image of what the number at the cursor
Number
Preview printed document will position.
look like. Format Opens the Page
Print Opens the Print dialog. Page Number Format dialog.
Number
Send as Attaches the document Styles separators are
Attachment to an Outlook email. used when two styles
Inserts a footnote into are needed in a single
Footnote Style
the document. paragraph. Click the
Separator
Style Separator button
Checks the spelling of
to insert at the cursor
the document. Spell
point.
check is automatically
running, as it was in Inserts the Document
Spell check DocNum ID Number at the
Word 2003, but the
Spell check option cursor point.
allows you to run a Displays the style
manual spell check. currently in use. Use
Create Opens the Envelopes the dropdown to
Envelopes and Labels dialog. display additional
Style
styles. Click on the
Inserts a section
Section style in the dropdown
symbol at the cursor
Symbol to apply to selected
point.
text.
Inserts a paragraph
Paragraph
symbol at the cursor
Symbol
point.
Style Opens the Style
Organizer Organizer.
Opens the AutoText
Gallery, displaying your
most commonly used
AutoText entries. Click the
appropriate entry and
it inserts at the cursor
position.
Opens the Page and
Insert Page Section break palettes.
and Section Click the appropriate
Breaks break to insert at the
cursor position.
Expands the current
Page Width
page view to the entire
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