What is the Service Desk Portal? The Service Desk Portal is a platform for everyone at Blooms The Chemist to engage with BSO. It allows you to raise a ticket to BSO to report issues, request services and search for self-help knowledge articles. Who uses the Service Desk Portal? Everyone at Blooms The Chemist Stores and Support Office. How do I access the Service Desk Portal? You have a blooms.net.au email address Sign into Engage using your own email address You do not have a blooms.net.au email address Sign into Engage using the store email address Once you are logged into Engage, select the Service Desk Bell icon: I’ve raised a ticket, can I track my ‘Active’ tickets? Yes, you can! The Portal provides you with a list of active tickets and the status for each ticket.  Will I receive a notification once my ticket has been resolved? Yes, you will receive email notifications if the ticket has been opened, updated and resolved. If you raise the ticket under the Store account, email notification will be sent to the Store email address. What if I’ve missed seeing the updates of my ticket?  You can go to the Portal and hit ‘My Tickets’ option to view all ‘Active’ tickets and its progress/ status. I have raised an urgent issue over the phone, do I have to raise the issue via the portal as well? No. When you raise an urgent issue over the phone, a member of the Service Desk Team will raise the ticket on behalf of the caller. How do I follow up on my ticket? The Portal provides you with a list of all ‘Active ticket’. Once you locate your ticket, you can add a note and it will be sent to the agent who’s working on the ticket. How do I escalate a ticket? For any escalations, you can call the Service Desk on 1300 780 785. A member of the Service Desk Team will be able to assist you with the enquiry. Do I phone the Service Desk or use the portal to log my request? We encourage you to raise a request via the portal. We have extensive self-help guides that can assist in answering your enquiries.  However, if your issue is critical please call the Service Desk on 1300 780 785 Option 1 Do I phone the Service Desk or use the portal to report an issue? To help us prioritise and process tickets efficiently, we encourage you to report an issue via the portal and only reserving the phone option to report urgent issues e.g. the Internet is down, etc. Are the Knowledge articles the same as the documents in Engage? Yes. However, the Self-help articles are designed to be a much shorter version of the document. It only presents the information that you need to know. Can I provide feedback or complaint through the portal? Yes, you can. Feedback or complaint will be addressed to Service Delivery Manager. I can’t find what I am looking for in the portal. What can I do? You can try entering a keyword in the search box. Alternatively, you can browse our catalog and under general, you will find ‘Raise a service request’ tile and submit a ticket.

The Service Desk portal allows you to raise a ticket to BSO to report issues, request services and search for self-help knowledge articles. The Service Desk Portal acts as a platform for everyone at Blooms The Chemist to engage with BSO. What can I do in the Service Desk Portal? Report an issue ‘It’s Broken’ What is an issue? Something that was working before that is no longer working as intended. Examples: Cannot sign into Engage Printer Jammed Error messages NOTE: If the issue is urgent, always ring 1300 780 785 Request a service ‘I want something’ What is a request? When you want to procure something that you don’t have in the first place. Examples: Add Customer Loyalty Points Submit a LAM request Pricing or ordering enquiries Self-help Knowledge Articles What are Knowledge Articles? Easy to follow guides that provide you with information and steps for troubleshooting issues and providing a quick resolution. Examples: How to Adjust min/max in POS How to add new services to the booking system How to create a CSP Special How to I access the Service Desk Portal? You have a blooms.net.au email address Sign into Engage using your own email address You do not have a blooms.net.au email address Sign into Engage using the store email address Once you are logged into Engage, select the Service Desk Bell icon:   How do I report an issue? On the homepage, select Report an Issue Enter the following: Subject: Brief description of the issue that will help us identify what is relates to Business Service: What service is impacted Description: Please provide as much information as possible that will help us resolve the issue quickly for you. Examples: I cannot sign into engage.  When I try to log in it says my account does not exist but my RM invited me.  My email address is Joe.Bloogs@blooms.net.au and my phone number is 0400 000 000. There is an item in POS with a sale price of $5.99 but when I scan it at the till it’s $4.99.   The Item ID is 2345 and the Product Description is Nivea Sun Cream 50ml. We have an issue with one of our phones.  We are with Ring Central. It’s only one phone in the back office. We cannot hear the person on the other end, but they can hear us. Click Submit How do I raise a request? On the homepage, select Request Something Browse through each department to see the available services If what you are looking for doesn’t exist, please navigate to general > Raise a Service Request and we will add a new tile. Please provide as much information as possible and attach any relevant files/screenshots. Select Place Request.   How do I find Knowledge articles? On the homepage, select Find Answers Browse through the categories or use the search bar at the top NOTE: Self-help articles and videos are also available on Engage.  If there is a self-help article you would like added, please let us know.   What if I don’t know what I’m looking for? Use the search bar on the home page.  Enter a key phrase and you will be given an option to raise an issue, request a service or a knowledge article. I have raised a ticket, how do I see its progress or add notes? All ticket updates will be emailed to the person that raised the ticket.  (If you raised it under the store account, updates will go to the store email address) If you think you may have missed an update or would like to add some extra notes to the ticket, on the home page select My Tickets From here you can see all the tickets raised under your account.  Select them to see updates or add a reply.

Please see the training video here: Training Video

Click the option icon located on the top left .                2. Click the Tickets on the dropdown option, this will open your current tickets pending etc.     

IT Cyber Security Initiatives  Cyber Security refers to the protection of all electronic data that is accessible via all computer systems such as software, hardware, and network. Sufficient Cyber Security initiatives will protect sensitive data against malicious attacks in the form of viruses, worms, spyware, and other hacking methods. CrowdStrike  CrowdStrike Falcon protection is a next-generation anti-virus that provides Blooms The Chemist with security protection from cyber threats by acting as a breach prevention service. The agent scans, and monitors all endpoints (computers, servers, registers) on our network in real time 24/7 against any potential security or data breach. Mimecast  Mimecast is a multi-layered email security solution that protects our business against Phishing, spam, business email compromise, malicious URLs, and ransomware. It integrates with Microsoft Office 365 (which offers its own security practices), to prevent us from receiving unwanted emails. All inbound and outbound emails to and from blooms.net.au are inspected, scanned, filtered, and journaled by Mimecast based on policies, email attributes, virus signatures and Mimecast AI. URLs(links) within the body of emails are scanned and attachments are detonated in until they can be observed for malicious activity. Emails matching certain conditions are held for release by the end user if they are a low threat, e.g., unwanted marketing or a senior administrator if they are a higher threat. Mimecast allows us to inspect the metadata of any emails that we might suspect as suspicious before releasing them to the recipient.  Ninja RMM  Ninja RMM is used for secure remote access to store computers but is also used for Microsoft Windows and select third party software Patch Management. Patch management consists of scanning computers, or other machines on the Blooms network for missing software updates, known as “patches” and fixing the problem by deploying those patches as soon as they become available. Patches may include feature updates, but also important security updates. From January 2020 Microsoft Windows 7 is no longer supported by Microsoft, meaning it will not receive security patches and therefore Patch Management applies to Windows 10 Professional computers only. Ninja RMM is also used for conditional alerting, self-healing, scripting and remote system management and diagnostics. Macquarie Telecom NBN & SDWAN  Macquarie Telecom provides Blooms The Chemist with a business dedicated NBN service that includes high-speed broadband and SD-WAN which lets our network administrators see which stores are up, down or at risk. It acts as a firewall to prevent any penetration attacks and allows internet traffic to be managed and monitored. The solution also includes a 4G backup device that ensures the pharmacy never goes offline and trading is never impacted. Macquarie Telecom use dynamic key encryption at the packet level, which means your data is secure no matter which link it travels on. Their encryption is from origin to destination, meaning there are no weak points for hackers to exploit. Ethical Hacking or Penetration Testing  Blooms IT Services regularly conducts penetration testing. This involves liaising with a company that will attempt to penetrate our network and identify any potential risks in our IT landscape. Those risk factors are recorded and projects to mitigate those risks are prioritised on the IT roadmap. This ensures we are maintaining best practice standards and staying steps ahead. Cyber Security Policies & Standards  Blooms The Chemist has rigorous IT policies and standards to ensure that teams are adhering to best practice. They include but are not limited to:  Network infrastructure Configuration  Change Management  Incident Management  Email Usage Endpoint Protection  Gateway Management  Information classification and handling standard  Log management and monitoring  Media Management  Mobile Device and Remote Working  Operating System Hardening  Patch Management  Privacy  Secure Application Development  Security Assurance  Trust Model  Vendor & Service Provider Management  Vulnerability Management  Web Content and Connections  Application Hardening  Asset Management  Backup and Archiving  Cryptography and Key Management  Database Systems Management  E-mail Gateway and Server  Identity & Access Management IT Software & Hardware  POSWorks  POSWorks is used as the Point-of-Sale system for all Blooms The Chemist pharmacies. It is a requirement for our IMS (Inventory Management System) to ensure that all stores have stock readily available including medication. Patient and medical data is encrypted and is stored on the store’s servers. Further information can be found on their website: https://www.posworks.com.au/pharmacy/pos-works/  DispenseWorks  DispenseWorks is used as the Pharmacy dispensing application for all Blooms The Chemist pharmacies. With an intuitive workflow design with fully integrated e‑prescriptions and MIMS or AusDI, has made pharmacy dispensing easier and safer than ever. Seamless integration with POS Works means that accurate pricing and current stock-on-hand data is provided via RealSync. DispenseWorks integrates with all other pharmacy applications such as DDBook and MedAdvisor. Further details can be found on their website: https://www.posworks.com.au/pharmacy/dispense-works/ Microsoft Office 365  Blooms The Chemist utilises Microsoft Office 365 for best-in-class productivity applications for email, document management, video conferencing, spreadsheets and more. All stores, partners and retail managers are provided a Blooms email address; however, the pharmacies have the option to purchase these email accounts for other staff members. With our own domain (blooms.net.au) it includes a range of robust security capabilities, such as identity and access management, threat protection, information protection, and security and risk management.  Ring Central  Ring Central is the Blooms IT Services recommended and managed telecom provider that gives stores a flexible, mobile, and powerful cloud phone system. It is user-friendly, can be set up in minutes and is accessible 24/7 anywhere with an internet connection making it an excellent option for business continuity. It offers multiple layers of security, such as VoIP, SSO, roles, permissions, and enterprise grade global cloud infrastructure.  Hardware as a Service (HaaS)  Hardware as a Service is designed to provide Blooms The Chemist stores with hardware that is accompanied by software, maintenance, installation, upgrades instant availability and express shipping. This ensures that stores always have the most up to date and security compliant hardware that is never out of warranty and readily accessible. Stores can choose to upgrade or downgrade Registers, Dispense PC’s, Label Printers, Scanners, PDAs and more at any time with HaaS. By providing the same or similar model devices; support, configuration and maintenance is more efficient meaning pharmacy services are never impacted by redundant hardware. HaaS also includes the core server bundle (Server, Network Switch, Network Attached Storage, Network Wireless Access Point Bundle, Tower UPS) all of which can be centrally managed and supported.  Engage  Engage is the tool Blooms The Chemist uses as it’s Intranet. It is an internal website that is used for sharing information, improving communication, access to collaboration tools such as click & collect or the health services booking system and providing online training regarding procedures, pharmacy practices, healthcare products, legislation and more. Data Governance  Data Security  Blooms data is encrypted and access to that data is restricted by a password or multi factor authentication wherever possible. All POS replication traffic is secured via VPN, backups are encrypted, file shares are limited to active directory users and remote access to Blooms systems is managed by IT and secured via password and MFA. All initivives mentioned in this document relate to the security of Blooms The Chemist data.  Data Backups  Data backups are managed and monitored by IT using Acronis Cyber Protect. Acronis is a server backup that is enhances with cyber protection. A next-generation, AI-powered antimalware engine scans backups as they’re created and as they’re retrieved to ensure data integrity. Every store is backed up daily to a NAS and critical data is replicated offsite to Acronis Cloud storage. All backups are encrypted with individual randomly generated passwords.  Disaster Recovery Plan  In the event of a disaster where data is lost, a disaster recovery plan will be initiated depending on the level of failure. These range from a basic recovery (e.g. data restored from Acronis backup data located on the store NAS – shortest RTO) through to a full restore from Acronis Cloud offsite storage (e.g. store destoryed by fire, flood, etc – longest RTO).