CIT 470: Advanced Network and System Administration. Topics. Help Desk Life. Help Desks

Size: px
Start display at page:

Download "CIT 470: Advanced Network and System Administration. Topics. Help Desk Life. Help Desks"

Transcription

1 CIT 470: Advanced Network and System Administration Help Desks CIT 470: Advanced Network and System Administration Slide #1 Topics 1. Help Desk Management 2. Help Desk Software 3. Workflow 4. Trend Analysis CIT 470: Advanced Network and System Administration Slide #2 Help Desk Life CIT 470: Advanced Network and System Administration Slide #3 1

2 Types of Helpdesks Physical Walk-up counter Virtual Phone help or web-based request system Unofficial Visit sysadmin A in morning, B in afternoon. CIT 470: Advanced Network and System Administration Slide #4 Help Desk Size Expressed as Customer:SA ratio. 50:1 for a R&D organization to 100,000:1 for an e-commerce site Conflicting interests Management wants a larger ratio. Customers want a smaller ratio. If ratio too large, customers do their own SA. CIT 470: Advanced Network and System Administration Slide #5 Scope of Coverage What is supported? Hardware, OS, applications, networking. How are unsupported platforms handled? Who is supported? Department, location. Where are the customers? Customers on the road, customers at home. When is the help desk open? What do you do about support when it s not? CIT 470: Advanced Network and System Administration Slide #6 2

3 Out-of-scope Issues Advocate or refer? Advocate issue to another service provider. Refer customer to other service provider. Time-limited support. Offer to help for short fixed time period. If can t fix it within period, then customer is on their own. CIT 470: Advanced Network and System Administration Slide #7 Out of Hours Coverage Pager rotation Voice mail forwards to pager. SAs rotate who carries pager each week. On-call responsibilities Is on-call SA responsible for fixing issues? Or does on-call SA contact specialists to fix? CIT 470: Advanced Network and System Administration Slide #8 Escalation Process First line support Handles 80+% of calls. May have time limit before escalation. May be working from a script. Second line support Subject matter experts. May sit with first line support periodically. Indicates a problem if too many calls received. Manager CIT 470: Advanced Network and System Administration Slide #9 3

4 Help Desk Software Functionality Create, update, and resolve requests. Sort and search requests. Generate request metrics. Knowledge base (customers, PCs, FAQs). Often called Request tracker Trouble ticket tracking system Issue tracking system CIT 470: Advanced Network and System Administration Slide #10 Why Help Desk Software? You have to track help requests. doesn t work How do you know someone has replied? How do you know what they said? How do you know two people haven t replied? What happens when you re out of town? CIT 470: Advanced Network and System Administration Slide #11 Ticket (a.k.a. Request) A report of a customer problem. Contains important data on problem: 1. Customer who s having the problem. 2. Problem description. 3. Problem classification. 4. Urgency and importance. 5. Notes added by SAs working on problem. 6. Status: resolved or not. CIT 470: Advanced Network and System Administration Slide #12 4

5 Queues Tickets are organized into queues. Queues defined by help desk admin. Type of problem (net, , web, print, etc.) Location Whatever classification makes sense Queue features Only specified SAs have access to a queue. Queues can auto-reply to certain questions. CIT 470: Advanced Network and System Administration Slide #13 OTRS Open Ticket Request System Web Interfaces Agent (SA) Customer Public (Knowledge Base) Interface CIT 470: Advanced Network and System Administration Slide #14 Group admin faq stats users Description Groups Group for the users who should have admin rights in the system. After the system has been installed only the user "root@localhost" is in this group. Users in this group may create and change articles in the FAQ system. After the system has been installed no user is in this group. Users in this group may access the stats module of OTRS and generate statistics. After the system has been installed only "root@localhost" belongs to this group. This is the group where your agents should belong to and have read and write access. If users are in this group and have write rights they can use all functions of the ticket system. After the system has been installed this group is empty. CIT 470: Advanced Network and System Administration Slide #15 5

6 Rights Right ro move into create owner priority rw Description Read-only access to tickets and queues of group. Right to move tickets between queues that belong to this group. Right to create tickets for group. Right to update owner of tickets in queues that belong to this group. Right to change the priority of tickets that belong to this group. Full read and write access to all tickets that belong to this group. CIT 470: Advanced Network and System Administration Slide #16 Customer Users Customers can manage their requests too. Customers can also belong to groups to specify their access rights. Customer Management Can use external LDAP directory. Users cannot be deleted in OTRS, as they re used to track old requests. Users accounts can be marked invalid. CIT 470: Advanced Network and System Administration Slide #17 Queues Default queues Raw: default location for incoming requests if you have no filter rules defined. Junk: queue for spam requests. Queues Create queues for each class of request. Assign most queues to users group. Queues cannot be deleted, only marked invalid. CIT 470: Advanced Network and System Administration Slide #18 6

7 Workflow 1. Greeting 2. Problem Identification a. Classification b. Problem Statement c. Reproduction 3. Planning and Execution a. Solution Proposals b. Solution Selection c. Execution 4. Verification CIT 470: Advanced Network and System Administration Slide #19 Greeting Soliciting issues from customers. Greeters 1. Front line help desk support (phone, in person) Web 4. Network monitoring system How do customers find greeters? Signage. Employee orientation or classes. Internal web sites. CIT 470: Advanced Network and System Administration Slide #20 Problem Identification Who classifies problem? First-line support. Customer (phone or web interface). Customer should be told of classification. Important that customer is involved in process. Ensures customer knows something is being done about the problem. Provides opportunity for customer feedback. CIT 470: Advanced Network and System Administration Slide #21 7

8 Problem Statement Describes the problem in full detail. Usually responsibility of first-line support. Often requires more customer interaction. Help, I can t print! To which printer? From which machine? Using what application? CIT 470: Advanced Network and System Administration Slide #22 Reproducing the Problem If you can t reproduce it, you can t fix it. May require access to customer PC. Can be difficult over phone/ . Record method used to reproduce problem. CIT 470: Advanced Network and System Administration Slide #23 Solution Selection Solutions vary in effectiveness and cost. Desk visits more expensive than . Temporary solution vs. permanent solution? Experienced customers may be useful participants in selecting a solution. Inexperienced customers will get scared. CIT 470: Advanced Network and System Administration Slide #24 8

9 Execution Execution is often done by SA. Customer may have to execute solution. Remote customers and no remote ctl software. Dialog with customer has to be adjusted based on customer knowledge level. CIT 470: Advanced Network and System Administration Slide #25 Verification Verify that the problem is solved. Use the same technique you used to reproduce the problem. Customer is final verification. Request should not be closed until customer verifies that the problem is fixed. CIT 470: Advanced Network and System Administration Slide #26 Trend Analysis 1. Does a customer report the same issue repeatedly? 2. Are there many questions under a particular classification? 3. Are many customers reporting the same issue? 4. Are there any classes of requests that can become self-service? 5. Who are your most frequent customers? 6. What are your most frequent time-consuming requests? CIT 470: Advanced Network and System Administration Slide #27 9

10 References 1. Mark Burgess, Principles of System and Network Administration, Wiley, Aeleen Frisch, Essential System Administration, 3 rd edition, O Reilly, Thomas A. Limoncelli and Christine Hogan, The Practice of System and Network Administration, Addison-Wesley, Evi Nemeth et al, UNIX System Administration Handbook, 3 rd edition, Prentice Hall, CIT 470: Advanced Network and System Administration Slide #28 10

CIT 470: Advanced Network and System Administration. Topics. Help Desk Life. Help Desks

CIT 470: Advanced Network and System Administration. Topics. Help Desk Life. Help Desks CIT 470: Advanced Network and System Administration Help Desks CIT 470: Advanced Network and System Administration Slide #1 Topics 1. Help Desk Management 2. Help Desk Software 3. Workflow 4. Trend Analysis

More information

Topics. CIT 470: Advanced Network and System Administration. Help Desk Life. Types of Help Desks. Scope of Coverage. Help Desk Size.

Topics. CIT 470: Advanced Network and System Administration. Help Desk Life. Types of Help Desks. Scope of Coverage. Help Desk Size. Topics CIT 470: Advanced Network and System Administration Help Desks 1. Help Desk Management 2. Help Desk Software 3. Workflow 4. Trend Analysis CIT 470: Advanced Network and System Administration Slide

More information

CIT 470: Advanced Network and System Administration. Topics. Change Management. Change and Configuration Management

CIT 470: Advanced Network and System Administration. Topics. Change Management. Change and Configuration Management CIT 470: Advanced Network and System Administration Change and Configuration Management CIT 470: Advanced Network and System Administration Slide #1 Topics 1. Change Management 2. Change Processes 3. Revision

More information

Topics. CIT 470: Advanced Network and System Administration. Why Monitoring? Why Monitoring? Historical Monitoring Processes. Historical Monitoring

Topics. CIT 470: Advanced Network and System Administration. Why Monitoring? Why Monitoring? Historical Monitoring Processes. Historical Monitoring Topics CIT 470: Advanced Network and System Administration System Monitoring 1. Why monitoring? 2. Historical monitoring 3. Real-time monitoring 4. Monitoring techniques 5. Monit 6. Web-based monitoring

More information

Privia Support hours and methods

Privia Support hours and methods Tech Note: Privia Support hours and methods Privia Support hours and methods Copyright 2011 by Privia LLC. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed,

More information

Discover the new version of HelpDesk! HelpDesk 3.4. www.artologik.com. More features, more control, and still so easy to use!

Discover the new version of HelpDesk! HelpDesk 3.4. www.artologik.com. More features, more control, and still so easy to use! A powerful tool for external and internal support HelpDesk 3.4 www.artologik.com Discover the new version of HelpDesk! More features, more control, and still so easy to use! New version - new functions

More information

CIT 470: Advanced Network and System Administration. Topics. Why Monitoring? System Monitoring

CIT 470: Advanced Network and System Administration. Topics. Why Monitoring? System Monitoring CIT 470: Advanced Network and System Administration System Monitoring CIT 470: Advanced Network and System Administration Slide #1 Topics 1. Why monitoring? 2. Historical monitoring 3. Real-time monitoring

More information

Discover the new version of HelpDesk! HelpDesk 3.4. www.artologik.com. More features, more control, and still so easy to use!

Discover the new version of HelpDesk! HelpDesk 3.4. www.artologik.com. More features, more control, and still so easy to use! A powerful tool for external and internal support HelpDesk 3.4 www.artologik.com Discover the new version of HelpDesk! More features, more control, and still so easy to use! New version - new functions

More information

IT Best Practices. Service Operations Recommendations

IT Best Practices. Service Operations Recommendations IT Best Practices Service Operations Recommendations IT Best Practices Service Operations Sub-Group Last Updated: August 29th, 2014 Objectives The Service operations subgroup of the IT Best Practices project

More information

e11 Help Desk User Manual

e11 Help Desk User Manual e11 Help Desk User Manual Representative Section (Version 4.4) Page 1 of 30 Preface The e11 Helpdesk Representative Manual Version 4.4 is intended for the customer support representatives who are responsible

More information

2.1.1 CONTACTING CUSTOMER SERVICE

2.1.1 CONTACTING CUSTOMER SERVICE Riverbend Software Solutions, LLC (RBSS) 14360 James Road Rogers, MN 55374 2.1.1 CONTACTING CUSTOMER SERVICE Customer Service may be contacted by telephone, email, fax, or through the RBSS web site. The

More information

Service Support. First Level Support (Tier I) provides immediate response to emergencies and customer questions. TSD - First Level Support

Service Support. First Level Support (Tier I) provides immediate response to emergencies and customer questions. TSD - First Level Support Service Support 1.1. First Level Support First Level Support (Tier I) provides immediate response to emergencies and customer questions TSD - First Level Support Office: Sub-Division: Extension: E-mail:

More information

How To Manage A Help Desk Ticket In An Ipa.Org (Sdfie) Help Desk

How To Manage A Help Desk Ticket In An Ipa.Org (Sdfie) Help Desk SDSFIE Support Task Order SDSFIE Help Desk Manual for the Army Corps of Engineers, Army Geospatial Center Contract No. W9132V-08-D-0004/0019 September 18, 2012 Developed by: Geographic Information Services,

More information

HELP DESK SUPERVISOR

HELP DESK SUPERVISOR HELP DESK SUPERVISOR Occupational Code: 1551 Salary Range: 28A Status: Classified FLSA: Exempt Established: 7/04 Revised: 11/05 2/06 4/06 NATURE OF WORK: Technical specialized work responsible for supervising

More information

Easy Manage Helpdesk Guide version 5.4

Easy Manage Helpdesk Guide version 5.4 Easy Manage Helpdesk Guide version 5.4 Restricted Rights Legend COPYRIGHT Copyright 2011 by EZManage B.V. All rights reserved. No part of this publication or software may be reproduced, transmitted, stored

More information

Vector HelpDesk - Administrator s Guide

Vector HelpDesk - Administrator s Guide Vector HelpDesk - Administrator s Guide Vector HelpDesk - Administrator s Guide Configuring and Maintaining Vector HelpDesk version 5.6 Vector HelpDesk - Administrator s Guide Copyright Vector Networks

More information

IMATS - SAMS User Registration Webinar

IMATS - SAMS User Registration Webinar Secure Access Management Services (SAMS) Electronic Authentication Process for the Inventory Management and Tracking System (IMATS) IMATS - SAMS User Registration Webinar Objective To provide information

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Kaspersky Lab Product Support. Enterprise Support Program

Kaspersky Lab Product Support. Enterprise Support Program Kaspersky Lab Product Support Enterprise Support Program Contents 1 Definitions... 3 2 Overview... 4 3 Description... 6 4 Limitations... 11 2 1 Definitions Product(s) shall mean software product(s) of

More information

IT Service Desk Workflow Management in versasrs HelpDesk

IT Service Desk Workflow Management in versasrs HelpDesk Service Level Management The Keystone of versasrs HelpDesk This document outlines IT Service Desk Workflow within versasrs HelpDesk. versasrs HelpDesk is a packaged application enabling organisations to

More information

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9. HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013

More information

Installation Guide. Tech Excel January 2009

Installation Guide. Tech Excel January 2009 Installation Guide Tech Excel January 2009 Copyright 1998-2009 TechExcel, Inc. All Rights Reserved. TechExcel, Inc., TechExcel, ServiceWise, AssetWise, FormWise, KnowledgeWise, ProjectPlan, DownloadPlus,

More information

CIT 470: Advanced Network and System Administration. Topics. Performance Monitoring. Performance Monitoring

CIT 470: Advanced Network and System Administration. Topics. Performance Monitoring. Performance Monitoring CIT 470: Advanced Network and System Administration Performance Monitoring CIT 470: Advanced Network and System Administration Slide #1 Topics 1. Performance monitoring. 2. Performance tuning. 3. CPU 4.

More information

Service Desk Level 1 Service Description

Service Desk Level 1 Service Description Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client

More information

Comparison Document. SupportCenter Plus Comparison Documents 1

Comparison Document. SupportCenter Plus Comparison Documents 1 Comparison Document Your Customer Support Software evaluation is not complete until you check out the comparison between different features of. Here is a list prepared based on customer queries. Comparison

More information

IT Support Tracking with Request Tracker (RT)

IT Support Tracking with Request Tracker (RT) IT Support Tracking with Request Tracker (RT) Archibald Steiner AfNOG 2013 LUSAKA Overview What is RT? A bit of terminology Demonstration of the RT web interface Behind the scenes configuration options

More information

INSTRUCTOR: Dwight Makaroff - Thorvaldson 281.3 x8656. Available via appointment.

INSTRUCTOR: Dwight Makaroff - Thorvaldson 281.3 x8656. Available via appointment. Network and System Administration - CMPT 433 Syllabus University of Saskatchewan 2012-2013 Term 2 DESCRIPTION AND LEARNING OBJECTIVES ----------------------------------- CALENDAR DESCRIPTION: This course

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

Analyst Guide for Request Support -- Incident/Service Request

Analyst Guide for Request Support -- Incident/Service Request Analyst Guide for Request Support -- Incident/Service Request Login... 3 Information Questions/Report Issues... 3 LANDesk Web Desk Toolbar... 3 Dashboard Information... 4 Ticket Statuses... 4 Search Functionality...

More information

Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price.

Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price. Comparison Document Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price. Here is a list prepared based on customer

More information

101 ways to use SysAid

101 ways to use SysAid 101 ways to use SysAid Keep IT simple by letting SysAid do what it does best- help you manage your IT. Print out this handy checklist of everything you can do with SysAid, and make sure you are taking

More information

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT Appendix 1c DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT DISTRIBUTION LIST Audit Team David Esling, Head of Audit Assurance, Risk

More information

PANDA CLOUD EMAIL PROTECTION 4.0.1 1 User Manual 1

PANDA CLOUD EMAIL PROTECTION 4.0.1 1 User Manual 1 PANDA CLOUD EMAIL PROTECTION 4.0.1 1 User Manual 1 Contents 1. INTRODUCTION TO PANDA CLOUD EMAIL PROTECTION... 4 1.1. WHAT IS PANDA CLOUD EMAIL PROTECTION?... 4 1.1.1. Why is Panda Cloud Email Protection

More information

CA Clarity PPM. Demand Management User Guide. v13.0.00

CA Clarity PPM. Demand Management User Guide. v13.0.00 CA Clarity PPM Demand Management User Guide v13.0.00 This documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is

More information

CC5001 and CC3002. Support Help Desk. 1 of 73 slides

CC5001 and CC3002. Support Help Desk. 1 of 73 slides CC5001 and CC3002 Support Help Desk 1 of 73 slides Support issues What do we need from system support? IS support service: the Help Desk Service Level Agreements Enhancement Requests 2 Help Desk Help Desk

More information

Pennsylvania Turnpike Commission

Pennsylvania Turnpike Commission Pennsylvania Turnpike Commission SUBJECT: IT Service Manager Self Service Portal To improve IT s service to the PTC user community, a new online self-service portal application has been implemented that

More information

rat Comodo One Software Version 1.0 Administrator Guide Guide Version 1.0.071315 Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

rat Comodo One Software Version 1.0 Administrator Guide Guide Version 1.0.071315 Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013 rat Comodo One Software Version 1.0 Administrator Guide Guide Version 1.0.071315 Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013 Table of Contents 1 Introduction to Comodo One... 3 2 Signing

More information

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS This document gives a feature wise comparison between the enterprise editions of ServiceDesk

More information

Helpdesk and Technology Support Procedures

Helpdesk and Technology Support Procedures Procedures: Helpdesk and Technology Procedure Date: 10/27/2009 1.0 Purpose The Information Technology Services (ITS) Helpdesk is the single point of contact for technology support for all CCBC students,

More information

Your guide to choosing an IT support provider

Your guide to choosing an IT support provider Your guide to choosing an IT support provider T: 08452 41 41 55 Contents Introduction 3 IT and business continuity 4 About managed services 5 Modular vs packaged support 6 Checklist of supplier questions

More information

HELP DESK CALL HANDLING SCRIPTS

HELP DESK CALL HANDLING SCRIPTS HELP DESK CALL HANDLING SCRIPTS FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined. June 1999 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc. Page

More information

Polar Help Desk 4.1. User s Guide

Polar Help Desk 4.1. User s Guide Polar Help Desk 4.1 User s Guide Copyright (legal information) Copyright Polar 1995-2005. All rights reserved. The information contained in this document is proprietary to Polar and may not be used or

More information

CUSTOMER GUIDE. Support Services

CUSTOMER GUIDE. Support Services CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6

More information

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0 State of Washington BHAS Help Desk Support Services July 2015 V1.0 WA-Behavioral Health Assessment Solution (BHAS ) BHAS supports the Child and Adolescent Needs and Strengths Assessment (CANS) and Adult

More information

ServiceDesk Plus On-Demand QUICK START GUIDE

ServiceDesk Plus On-Demand QUICK START GUIDE ServiceDesk Plus On-Demand QUICK START GUIDE ServiceDesk Plus On-Demand is an online help desk software built on the ITIL framework with integrated asset management. It is available in 15 different languages

More information

End User Configuration

End User Configuration CHAPTER114 The window in Cisco Unified Communications Manager Administration allows the administrator to add, search, display, and maintain information about Cisco Unified Communications Manager end users.

More information

ManageEngine SupportCenter Plus 7.7 Edition Comparison

ManageEngine SupportCenter Plus 7.7 Edition Comparison ManageEngine SupportCenter Plus 7.7 Edition Comparison Detailed Comparison of SupportCenter Plus 7.7 Editions. Zoho Corporation Official Document. ManageEngine is a part of Zoho Corporation ( Formerly

More information

Kaseya 2. User Guide. Version 1.0

Kaseya 2. User Guide. Version 1.0 Kaseya 2 Kaseya Service Desk User Guide Version 1.0 April 19, 2011 About Kaseya Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations.

More information

use ready 2 The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl

use ready 2 The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl 1 ready 2 use The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl tecnoteca@tecnoteca.com www.tecnoteca.com CMDBuild ready2use 2 CMDBuild ready2use

More information

A Guide to Categories & SLA Management

A Guide to Categories & SLA Management A Guide to Categories & SLA Management 1. Introduction Calls can be logged quickly and efficiently in SupportDesk using selection Categories within the call screen and these categories can match the conditions

More information

Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems

Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems Presented by Jeris Creasey Information Technology Trainer, Information & Telecommunication Systems Submitting a Helpdesk Request 3 Logging into the KBOX server 4 The Knowledge Base Tab 5 The Help Desk

More information

Helpdesk how to log a ticket and navigate.

Helpdesk how to log a ticket and navigate. Helpdesk how to log a ticket and navigate. Contents Logging a ticket... 3 Use the Knowledge Base (KB) and Community... 6 View Tips and Tricks... 7 Ask a Question... 8 Subscribe and receive notifications...

More information

Fixes for CrossTec ResQDesk

Fixes for CrossTec ResQDesk Fixes for CrossTec ResQDesk Fixes in CrossTec ResQDesk 5.00.0006 December 2, 2014 Resolved issue where the list of Operators on Category was not saving correctly when adding multiple Operators. Fixed issue

More information

A D M I N I S T R A T O R V 1. 0

A D M I N I S T R A T O R V 1. 0 A D M I N I S T R A T O R F A Q V 1. 0 2011 Fastnet SA, St-Sulpice, Switzerland. All rights reserved. Reproduction in whole or in part in any form of this manual without written permission of Fastnet SA

More information

Managing Junk Mail. About the Junk Mail Filter

Managing Junk Mail. About the Junk Mail Filter Managing Junk Mail Outlook can filter out certain types of messages and send them to a separate folder to keep your Inbox from being cluttered with junk mail. Outlook can also disable links in suspicious

More information

Siebel HelpDesk Guide. Version 8.0, Rev. C March 2010

Siebel HelpDesk Guide. Version 8.0, Rev. C March 2010 Siebel HelpDesk Guide Version 8.0, Rev. C March 2010 Copyright 2005, 2010 Oracle and/or its affiliates. All rights reserved. The Programs (which include both the software and documentation) contain proprietary

More information

Icebox - Sendio SPAM Filter

Icebox - Sendio SPAM Filter Icebox - Sendio SPAM Filter Sendio Icebox The Navajo Department of Information Technology (DIT) installed and implemented a SPAM filter in 2008 to capture unwanted mail before it gets to your email inbox.

More information

Icebox - Sendio SPAM Filter

Icebox - Sendio SPAM Filter Icebox - Sendio SPAM Filter Sendio Icebox The Navajo Department of Information Technology (DIT) installed and implemented a SPAM filter in 2008 to capture unwanted mail before it gets to your email inbox.

More information

270-411. Easy CramBible Lab DEMO ONLY VERSION 270-411. Partner Certification for IAM:Foundation Exam 41

270-411. Easy CramBible Lab DEMO ONLY VERSION 270-411. Partner Certification for IAM:Foundation Exam 41 Easy CramBible Lab 270-411 Partner Certification for IAM:Foundation Exam 41 ** Single-user License ** This copy can be only used by yourself for educational purposes Web: http://www.crambible.com/ E-mail:

More information

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011 Dell KACE K1000 Management Appliance Service Desk Administrator Guide Release 5.3 Revision Date: May 13, 2011 2004-2011 Dell, Inc. All rights reserved. Information concerning third-party copyrights and

More information

Optum Patient Portal. 70 Royal Little Drive. Providence, RI 02904. Copyright 2002-2013 Optum. All rights reserved. Updated: 3/7/13

Optum Patient Portal. 70 Royal Little Drive. Providence, RI 02904. Copyright 2002-2013 Optum. All rights reserved. Updated: 3/7/13 Optum Patient Portal 70 Royal Little Drive Providence, RI 02904 Copyright 2002-2013 Optum. All rights reserved. Updated: 3/7/13 Table of Contents 1 Patient Portal Activation...1 1.1 Pre-register a Patient...1

More information

ServiceNow Queue Manager Training

ServiceNow Queue Manager Training itsm@harvard.edu May 2013 ServiceNow Queue Manager Training Incident & Request Management with ServiceNow Queue Manager Training v.6 Agenda Introduction The Queue Manager Role Leading Service Excellence

More information

About Troika Software, Inc.

About Troika Software, Inc. About Troika Software, Inc. We first released RESOLVE IT! in October of 1997, and it met with immediate and enthusiastic acceptance. Its flexibility offers our Clients a wide range of uses that extend

More information

ExDesk s Quick Start Account Configuration Guide

ExDesk s Quick Start Account Configuration Guide ExDesk s Quick Start Account Configuration Guide 1. Some Quick Definitions 2. Account Creation 3. The Decisions 4. Customizing your ExDesk account 5. Creating Admins 6. Creating additional Clients 7. Sharing

More information

Topics. CIT 470: Advanced Network and System Administration. Logging Policies. System Logs. Throwing Away. How to choose a logging policy?

Topics. CIT 470: Advanced Network and System Administration. Logging Policies. System Logs. Throwing Away. How to choose a logging policy? Topics CIT 470: Advanced Network and System Administration Logging 1. System logs 2. Logging policies 3. Finding logs 4. Syslog 5. Syslog servers 6. Log monitoring CIT 470: Advanced Network and System

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information

Service Desk Level 2 Service Description

Service Desk Level 2 Service Description Service Desk Level 2 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client

More information

How To Use The Numara Track-It! Help Desk And Asset Management Solution

How To Use The Numara Track-It! Help Desk And Asset Management Solution Welcome to the Numara Track-It! Evaluation Guide Page 1 of 23 INTRODUCTION The purpose of this is to give you an overview of Numara Track-It! so you can get started using the solution right away. Keep

More information

ADDENDUM 5 TO APPENDIX 4 TO SCHEDULE 3.3

ADDENDUM 5 TO APPENDIX 4 TO SCHEDULE 3.3 ADDENDUM 5 TO APPENDIX 4 TO SCHEDULE 3.3 TO THE Statement of Technical Approach for Help Desk Services Northrop Grumman s help desk solution will put in place the people, processes and tools to deliver

More information

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C)

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C) Computer/Application Support Specialist Computer/Application Support Specialist 1 Typical Functions: Preferred This function requires business work experience with Windows XP, IT experience, work experience

More information

EPAM Cloud Orchestration. EPAM CLOUD Support. May 2012 ECPG-1

EPAM Cloud Orchestration. EPAM CLOUD Support. May 2012 ECPG-1 EPAM Cloud Orchestration EPAM CLOUD Support May 2012 ECPG-1 Content Content... 2 1. Introduction... 3 1.1. EPAM CLOUD Support Structure Overview... 3 1.2. Support Responsibilities Overview... 3 1.3. High-level

More information

Helpdesk Incident & Request Management Procedure For

Helpdesk Incident & Request Management Procedure For IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:

More information

Hosted Contact Centre (HCC) Customer Service Plan

Hosted Contact Centre (HCC) Customer Service Plan Hosted Contact Centre (HCC) Customer Service Plan December 2014 1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale

More information

LOBO Technology Assistance Center Service Desk Manual End-Users Created July 2012

LOBO Technology Assistance Center Service Desk Manual End-Users Created July 2012 LOBO Technology Assistance Center Service Desk Manual End-Users Created July 2012 Website and Login: 1. Go to https://techassist.sulross.edu Please add this page to your favorites bar. 2. Login with your

More information

Help Desk Web User Guide

Help Desk Web User Guide Help Desk Web User Guide 1 P age Contents Create an Incident... 3 Classifying Category... 3 Describe Incident Request... 3 Add Attachments to the Request... 4 Requests... 4 Request List View... 5 Modes

More information

Microsoft Outlook Web Access Handbook

Microsoft Outlook Web Access Handbook Microsoft Outlook Web Access Handbook Introduction Outlook Web access allows you to use a web browser (Internet Explorer or Firefox) to read your email, send email, and check your online calendar. This

More information

Genesee Intermediate School District Technology & Media Services 2413 West Maple Avenue Flint, Michigan 48507. GenNET Self-Service Helpdesk Tipsheet

Genesee Intermediate School District Technology & Media Services 2413 West Maple Avenue Flint, Michigan 48507. GenNET Self-Service Helpdesk Tipsheet Genesee Intermediate School District Technology & Media Services 2413 West Maple Avenue Flint, Michigan 48507 GenNET Self-Service Helpdesk Tipsheet The GenNET Self-Service Help Desk is an innovative, web-based

More information

Incident Management. ITSM ServiceNow User Guide. Version 0.6 May 8, 2013 Draft- Third Sky. May 2013

Incident Management. ITSM ServiceNow User Guide. Version 0.6 May 8, 2013 Draft- Third Sky. May 2013 1 Incident Management ITSM ServiceNow User Guide May 2013 Contact: ITSM@harvard.edu Version 0.6 May 8, 2013 Draft- Third Sky Document Change Control VERSION DATE AUTHOR(S) BRIEF DESCRIPTION 0.1 4/3/13

More information

Sarasota Security Team Service Level Agreement (SLA)

Sarasota Security Team Service Level Agreement (SLA) Sarasota Security Team Service Level Agreement (SLA) Note: References to Sarasota Security Team and Service Desk throughout this document shall denote Sarasota County Contents 1 Executive summary... 1

More information

ICS Service Desk Call and Ticket Handling Procedures

ICS Service Desk Call and Ticket Handling Procedures ICS Service Desk Call and Ticket Handling Procedures Purpose of this document Who is this document for? This document outlines the ICS Service Desk's current work practices. It provides guidelines for

More information

CAMMS ONLINE SUPPORT PORTAL USER MANUAL

CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 PREPARED BY CAM Management Solutions Level 17, 45 Grenfell St, Adelaide SA 5000 Telephone: 08 8212 5787 Facsimile: 08-8212-5288 www.cammanagementsolutions.com

More information

BMC Remedy Incident Management Quick Start User Guide Training Manual. Version 3.0

BMC Remedy Incident Management Quick Start User Guide Training Manual. Version 3.0 BMC Remedy Incident Management Quick Start User Guide Training Manual Version 3.0 2 Table Contents - Quick Start User Guide How to display Incident Console window... 3 How to set up your Profile... 3 How

More information

Continuous Integration. CSC 440: Software Engineering Slide #1

Continuous Integration. CSC 440: Software Engineering Slide #1 Continuous Integration CSC 440: Software Engineering Slide #1 Topics 1. Continuous integration 2. Configuration management 3. Types of version control 1. None 2. Lock-Modify-Unlock 3. Copy-Modify-Merge

More information

By default, the Dashboard Search Lists show tickets in all statuses except Closed.

By default, the Dashboard Search Lists show tickets in all statuses except Closed. Set Up 1. Login with NetId at http://fpweb.utk.edu 2. The first time you login, you will be asked to run this: 3. Enable Pop ups from FootPrints Creating Searches to Show Active Status Tickets By default,

More information

Contract# 13-1-14-01 DSU Call Center Services Q&A

Contract# 13-1-14-01 DSU Call Center Services Q&A Contract# 13-1-14-01 DSU Call Center Services Q&A 1. Page 4 states the University s goal is to increase communication channels and decrease cost per inquiry. Please explain which communication channels

More information

VSI Predict Able. We Focus on Your IT So You Can Focus on Your Business

VSI Predict Able. We Focus on Your IT So You Can Focus on Your Business VSI Predict Able We Focus on Your IT So You Can Focus on Your Business Agenda P Introduction to managed services P Thorough Initial Assessment and Asset Management P 24/7 Monitoring, Alerting and Reporting

More information

Network Management & Monitoring Request Tracker (RT) Installation and Configuration

Network Management & Monitoring Request Tracker (RT) Installation and Configuration Network Management & Monitoring Request Tracker (RT) Installation and Configuration Notes: Commands preceded with "$" imply that you should execute the command as a general user - not as root. Commands

More information

IT service Management & Symantec Altiris Integration

IT service Management & Symantec Altiris Integration IT service Management & Symantec Altiris Integration 2012 version for ITSM Pat Group: Helpdeskadvanced for ITSM en-1.00 It's a scalable software solution, flexible, highly configurable for IT process management

More information

The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org

The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org 1 The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl tecnoteca@tecnoteca.com www.tecnoteca.com CMDBuild READY2USE 2 CMDBuild READY2USE is a CMDBuild

More information

Building an Effective Email Migration Communication Plan

Building an Effective Email Migration Communication Plan Building an Effective Email Migration Communication Plan Contents Building an Effective Email Migration Communication Plan... 3 Identify Your Key Stakeholders and their Communication Objective... 3 Determine

More information

VIP Help Desk Web Application User Guide Version 3.0

VIP Help Desk Web Application User Guide Version 3.0 1 VIP Help Desk Web Application User Guide Version 3.0 2 Table of Contents-... New Features of VIP Help Desk 3.0 New features of Admin panel New features of Operator panel New features of User panel How

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide Dell KACE K1000 System Management Appliance Version 5.4 Service Desk Administrator Guide October 2012 2004-2012 Dell Inc. All rights reserved. Reproduction of these materials in any manner whatsoever without

More information

MY HELPDESK - END-USER CONSOLE...

MY HELPDESK - END-USER CONSOLE... Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION... 3 1.1. OBJECTIVES... 3 1.2. END-USER CONSOLE... 3 1.3. SUMMARY OF RESPONSIBILITY... 3 1.4. HELPDESK INCIDENT LIFE CYCLE...

More information

SCUt ils SmartAssign Guide Solution for Microsoft System Center 2012 Service Manager

SCUt ils SmartAssign Guide Solution for Microsoft System Center 2012 Service Manager SCUt ils SmartAssign Guide Solution for Microsoft System Center 2012 Service Manager Published: 06 th March 2015 Version: 1.1 Authors: Marat Kuanyshev Feedback: support@scutils.com Contents 1. Getting

More information

HEAT Call Logging User Guide

HEAT Call Logging User Guide HEAT Call Logging User Guide Office of Information Technology Created: January 28, 2003 Updated: April 25, 2010 TABLE OF CONTENTS TABLE OF CONTENTS... 2 OVERVIEW... 3 ISSUE RESOLUTION FLOWCHART... 5 LOGGING

More information

CIT 668: System Architecture. Performance Testing

CIT 668: System Architecture. Performance Testing CIT 668: System Architecture Performance Testing Topics 1. What is performance testing? 2. Performance-testing activities 3. UNIX monitoring tools What is performance testing? Performance testing is a

More information

Voicemail Features Explained

Voicemail Features Explained Voicemail Features Explained Revised, BCJ 5/14/2010 Main Menu Review Reply: Note: The Reply feature is only available when the recipient is a Voicemail user. To Call This Person Now: Place

More information

How To Use Remedy On A Pc Or Macbook 2.5 (For Mac)

How To Use Remedy On A Pc Or Macbook 2.5 (For Mac) Remedy Quick Start Guide Remedy 7 is a workflow tool for managing requests and their resolution. It is available to subscribed departments at NYU. This guide will introduce you to the basic layout and

More information

Vector HelpDesk v6.0. What's New Bulletin. Feature rich internal and external customer support

Vector HelpDesk v6.0. What's New Bulletin. Feature rich internal and external customer support What's New Bulletin Vector HelpDesk v6.0 Feature rich internal and external customer support Version 6.0 represents more than two years of development and one of our most feature-rich releases ever. The

More information