Besplatni alati za trouble ticketing

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1 Besplatni alati za trouble ticketing Kruno Golubić Sveučilišni računski centar (Srce) Zagreb, Split, 2. i 3. prosinca 2010.

2 Početak

3 Tema ovog seminara Trouble ticketing sustavi mogu olakšati praćenje, prihvaćanje i rješavanje zadataka koji su delegirani korisničkoj podršci. U ovom seminaru osvrnut ćemo se na kriterije za odabir odgovarajućeg sustava. Bit će napravljen kratak pregled nekih mogućih rješenja za trouble ticketing, počevši od jednostavnih baza podataka preko specijaliziranih trouble ticketing programa do CRM sustava. Glavni naglasak seminara bit će na web-baziranim open source rješenjima.

4 Pregled Što su Trouble ticketing (TT) sustavi? Treba li vam TT sustav? Kako odabrati TT sustav? Besplatna (ne nužno open source) rješenja Pregled nekih rješenja Dodatni alati

5 Helpdesk, service desk, podrška korisnicima,

6 Kako to obično izgleda...

7 Jedan mogući workflow

8

9 Zaprimanje upita - komunikacijski kanali kako sve upiti dolaze? elektroničkom poštom telefonom telefaksom putem web-stranica osobnim dolaskom Zaprimanje upita postoji li automatizirana pozdravna poruka?

10 Područje rada helpdeska da li je upit došao na pravo mjesto? ako nije da li je moguće upiti korisnika na nekoga? popis poslova koje helpdesk (informatička služba) radi, npr.: otvaranje korisničkih računa uklanjanje hardverskih kvarova dodjeljivanje IP adresa promjena tonera održavanje servera održavanje mreže Spada li upit u područje rada helpdeska?

11 Tko je korisnik? da li je bitno da se bilježe podaci? što se treba zabilježiti od podataka? može li se automatizirati prikupljanje podataka, primjerice ime i prezime iz LDAP-a ili telefonski broj kod VoIP integracije Da li je potrebno zabilježiti podatke o korisniku? Unos podataka o korisniku u aplikaciju

12 Prethodni upiti je li ovo prvi puta da korisnik kontaktira helpdesk vezano uz taj problem? kakve problem je već korisnik imao? postoji li ugovor (SLA) s korisnikom? Treba li dohvatiti podatke o korisniku / prethodnim upitima? Dohvat podataka o korisniku / prethodnim upitima

13

14 Baza znanja postoje li zabilježene procedure? što je potrebno za otvaranje korisničkog računa tko ima pravo na određeni softver postoji li zabilježeno znanje? NPP - FAQ na osnovu čega se pružaju odgovori? znanje pojedinca baza znanja Nalazi li se odgovor u bazi znanja?

15 Preusmjeravanje upita - eskalacija koji upiti se preusmjeravaju? kome se preusmjeravaju? zašto je došlo do eskalacije? hoće li se i ubuduće takav tip upita eskalirati? Preusmjeravanje upita na višu razinu

16 Preusmjeravanje upita - eskalacija treba li nadograditi bazu znanja? treba li dodatno educirati djelatnike na helpdesku? Treba li kreirati novi članak u bazi znanja? Kreiranje novog članka u bazi znanja

17 Pružanje odgovora na koji način se šalje odgovor korisniku? na isti način kojim je upit stigao na neki drugi način bilježenje odgovora da li je korisnik zadovoljan odgovorom slijedi li još jedna iteracija? Pružiti odgovor i zabilježiti ga Da li je odgovor riješio upit?

18 Zatvaranje upita metrika prikupljanje povratnih informacija ankete, upitnici, istraživanja, zatvaranje upita šalje li se poruka korisniku o zatvaranju? automatsko zatvaranje upita? Zatvoriti upit

19 Malo ljepši prikaz Slika je preuzeta s adrese

20 ITIL

21 Što je to ITIL? A set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and consists of a series of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them. OGC=Office of Government Commerce ITIL=Information Technology Infrastructure Library Slika je preuzeta s adrese

22 Što ITIL nije ITIL ne služi upravljanju projektima ITIL nije standard ustanova se ne može certificirati ITIL ne zahtjeva upotrebu alata (softvera)

23 Može li se bez ITIL-a? može, ali budući da se često u literaturi spominje ITIL i pojmovi vezani uz ITIL ili poslužit ćemo se nekim definicijama (u izvornom obliku) kompletan rječnik ITIL V3 Glossary v01 dostupan je na adresi InternationalActivities/Translated_Glossaries_2.asp

24 Terminologija prema ITIL-u Incident - An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set. Incident Management - The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible.

25 Terminologija prema ITIL-u Problem - A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation. Problem Management - The Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimise the Impact of Incidents that cannot be prevented.

26 Terminologija prema ITIL-u Change - The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc. Change Management - The Process responsible for controlling the Lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT Services.

27 Terminologija - prema ITIL-u Escalation - An Activity that obtains additional Resources when these are needed to meet Service Level Targets or Customer expectations. Escalation may be needed within any IT Service Management Process, but is most commonly associated with Incident Management, Problem Management and the management of Customer complaints. There are two types of Escalation, Functional Escalation and Hierarchic Escalation.

28 Terminologija - prema ITIL-u Service Level Agreement (SLA) - An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.

29 Pink Elephant jedan od dva licencirana procjenitelja za ITIL softver LicensedSoftwareAssessors/LicensedSoftwareAssessors.asp https://www.pinkelephant.com/ ako vas i ne zanima ITIL dobri obrasci za samoprocjenu softvera (karakteristika/ mogućnosti softvera) koristan podsjetnik prilikom odabira rješenja

30 Open source alati i PinkVERFIY PinkVERIFY is a set of process functionality and capability criteria which are required to support ITIL processes and activities. na popisu verificiranih alata nalazi se samo jedan Open source alat OTRS ITSM

31 OTRS ITSM podržani ITL procesi Availability Management Capacity Management Change Management Event Management Financial Management (Service Costing) Incident Management IT Service Continuity Management Knowledge Management Problem Management Release & Deployment Management Request Fulfillment Service Asset & Configuration Management Service Catalog Management Service Level Management Service Portfolio Management

32 OTRS ITSM demo verzija dostupno je nekoliko različitih uloga Service Desk (1st Level) Service Agent (2nd / 3rd Level) Service Manager Change Manager Config Item Manager Administrator Customer

33 OTRS ITSM demo verzija

34 Odabir alata

35 Poželjne karakteristike sustava treba jasno definirati što sve treba imat sustav odnosno što očekujemo od sustava bilježenje upita preusmjeravanje upita eskaliranje upita baza znanja izvještaji povratne informacije (ankete) prisjetimo se Pink Elephant dokumenata za samoprocjenu

36 Razvoj vlastitog sustava? mogućnost potpune prilagodbe krenuti od nule prilagoditi neki postojeći sustav (open source?) u obzir treba uzeti: vrijeme potrebno za razvoj sustava trošak potrebne ljudski resursi održavanje sustava nije nužno kompleksno rješenje jednostavna baza? može se nadograđivati u fazama sukladno novim potrebama

37 TT softver

38 osticket

39 osticket jednostavan TT softver upite je moguće poslati putem elektroničke pošte ili putem web sučelja odgovaranje na upite isključivo putem web sučelja popis mogućnosti nalazi se na adresi osticket primjer

40 osticket - instalacija

41 osticket - instalacija

42 osticket - instalacija

43 osticket - administracija

44 osticket - administracija

45 osticket - administracija

46 osticket - administracija

47 osticket - administracija

48 osticket - administracija

49 osticket - administracija

50 osticket - administracija

51 osticket - administracija

52 osticket - administracija

53 osticket - administracija

54 osticket - administracija oprezno s postavkama Settings / Preferences / Ticket Options & Settings / Maximum Open Tickets omogućiti opciju Human Verification: Enable captcha on new web tickets. (Admin Panel / Settings / Ticket Options & Settings)

55 SiT! Support Incident Tracker

56 SiT! Support Incident Tracker mogućnost definiranja područja stručnosti za djelatnike matrica zamjene za odsutne djelatnike bazirano na stručnosti raspored slobodnih dana SLA primanje upita putem a ili web sučelja povratne informacije detaljne upute dostupne su na adresi

57 SiT! Support Incident Tracker za prihvat elektroničke pošte potrebna je osim postavki korisničkog računa dodati i automatsko izvršavanje zadataka (Crontab,..) - za podešavanje dodatnih opcija - pokušava automatski klasificirati i dodijeliti upit nije moguće obrisati operatera SiT! primjer

58 Request Tracker (RT)

59 Request Tracker (RT) sustav za zaprimanje zahtjeva, nije samo TT sustav između ostalog koristi se za bug tracking, help desk ticketing, customer service, workflow processes, change management, network operations, youth counselling and even more djelomična lokalizacija na hrvatski https://translations.launchpad.net/rt/3.8/+pots/rt/hr/+details mogućnost integracije s drugim sustavima, npr. Nagios započeo je razvoj verzije 4.0 RT 4.0.0RC1 bi se trebao pojaviti do

60 RTFM The RT FAQ Manager neke od mogućnosti su: integracija s RT-om dokumentiranje procedura i znanja pretvaranje upita u članke

61 OTRS 3

62 OTRS 3 vjerojatno najbolje open source rješenje za TT mogućnost pristupa upitima putem klijenata za elektroničku poštu i putem weba izuzetno kompleksno rješenje priručnik za administratore ima 612 stranica (http://ftp.otrs.org/pub/otrs/doc/docadmin/3.0/en/pdf/otrs_admin_book.pdf) nedavno je izašao OTRS 3 ( ) od sada je dostupan i kao Software as a Service (SaaS) OTRS OnDemand nije besplatna usluga

63 OTRS 3 - novosti novo korisničko sučelje - Ajax, xhtml i CSS. optimizirano pretraživanje teksta jednostavno i napredno pretraživanje mogućnost arhiviranja mogućnost kreiranja zasebne arhive pristupačnost u skladu sa standardima WCAG i WAI- ARIA detaljnije informacije na adresi

64 OTRS 3 - instalacija instalacija je nešto kompliciranije nego kod drugih sustava kod shared hosting paketa znade biti problema s instalacijom potrebne su root ovlasti za neke operacije username i password za prvu prijavu U: P: root OTRS 3 primjer

65 On-line TT sustavi

66 Zoho Support

67 Zoho Support novi dodatak Zoho porodici alata javno je objavljen postoje tri verzije: Enterprise Professional Free za jednog agenta/operatera uskoro dolazi i Express verzija usporedba verzija nalazi se na adresi

68 Zoho Support mogućnosti besplatne verzije do 25 zahtjeva dnevno upravljanje kontaktima ponuđena rješenja izvještaji i sučelje za upravljanje prilagodba sučelja Zoho Support primjer

69 Alternative TT softveru

70 Izbor je velik postoji veliki broj alata koji se mogu iskoristiti za bilježenje i praćenje upita, a nisu prvenstveno namijenjeni tomu: (jednostavne) baze podataka alati za bilježenje bugova groupware alati alati za upravljanje projektima forumi CRM sustavi...

71 Baza podataka

72 Microsoft Access 2007 Issue tracking database Customer service

73 Microsoft Access 2010 Issues web database moguće je koristi bazu i uz SharePoint 2010 video: Use the Issues Web Database template

74 Forum

75 Simple Machines Forum Simple Machines Forum SMF (http://www.simplemachines.org/) nije samo fourm - free, professional grade software package that allows you to set up your own online community within minutes. veliki broj modifikacija kojima se proširuje funkcionalnost SMF-a jedna od tih modifikacija je SimpleDesk

76 SimpleDesk modifikacija za SMF koja SMF-u dodaje TT funkcionalnosti može se integrirati s forumom ili raditi samostalno bez foruma

77 SimpleDesk funkcionalnosti upravljanje upitima upravljanje dozvolama za pristup definiranje nivoa hitnosti upita dodjeljivanje upita operaterima dodavanje privitka upitima mogućnost pretvaranje teme s foruma u upit i obrnuto

78 SimpleDesk instalacija preduvjet je instaliran SMF Admin / Administration Center / Packages / Download Packages

79 SimpleDesk instalacija nakon instalacije potrebno je aktivirati modul Administration Center / Core Features pojavljuje se novi izbornik, Helpdesk, pomoću kojeg se upravlja s upitima (odgovaranje na upite, kreiranje novih upita i sl.)

80 SimpleDesk - podešavanje SMF ima razrađen sustav dozvola prije nego korisnici mogu koristiti mogućnosti SimpleDeska potrebno im je dodijeliti dozvole Administration Center / Permissions / General Permissions

81 SimpleDesk upiti

82 SimpleDesk - problem tresnuta verzija kompatibilna je samo s SMF 2.0 RC3 (iako već postoji i SMF 2.0 RC4) neizvjesna budućnost nije rijedak slučaj (i to ne samo kod Open Source projekata) SimpleDesk primjer

83 CRM

84 CRM sustavi CRM sustavi obično se sastoje od minimalno tri komponente CRM=Customer relationship management za korisničku podršku interesantan je dio (modul) vezan uz podršku

85 vtiger

86 vtiger neke od mogućnosti vezanih uz support modul: upravljanje upitima baza znanja portal za korisnike integracija s Asteriskom (http://www.asterisk.org/) opisana je u dokumentu na adresi ercrm_5.1.0_asterisk_integration.pdf demo sustava s četiri različite uloge dostupan je na adresi Users

87 SugarCRM

88 SugarCRM postoje tri verzije besplatna verzija je Sugar Community Edition (SCE) detaljna usporedba verzija dana je u dokumentu od mogućnosti vezanih uz support modul SCE podržava: upravljanje upitima praćenje bugova upravljanje s ovima SCE nažalost nema podršku za bazu znanja siteovi povezni sa SugarCRM-om:

89 SugarCRM instalacija mali savjet ako nakon instalacije stranica ne izgleda dobro provjerite dozvole za mape i datoteke SugarCRM primjer

90 Zoho CRM

91 Zoho CRM opcije koje su direktno vezane uz podršku korisnicima Cases dio namijenjen upravljanju s upitima Solutions dio namijenjen dokumentaciji (baza znanja) moguća je integracija Zoho CRM-a i Zoho Supporta besplatan za 3 korisnika mogu biti samo administratori https://zohocrm.wiki.zoho.com/managing-users.html Zoho CRM primjer

92 Dodatni alati

93 Ankete Dodatni alati / nadopuna TT softvera komunikacija s korisnicima FAQ

94 Alati za ankete - LimeSurvey LimeSurvey (http://www.limesurvey.org/) kao dodatak za osticket (http://osticket.com/forums/showthread.php?t=3828)

95 Alati za ankete Google Docs Google dokumenti (http://docs.google.com/) Google Docs - izrada anketa, upitnika i obrazaca (http://goo.gl/la96o) - članak na portalu sistemac.srce.hr Google Docs primjer

96 Dodatni alati - Twitter Twitter (http://twitter.com/) dobar način za slanje obavijesti korisnicima stanje servisa, najave radova, promjene radnog vremena, izvanredne situacije, Twitter primjer

97 Dodatni alati usluga je namijenjena ustanovama iz sustava znanosti i visokog obrazovanja portal usluge https://sip.srce.hr/ Slika je preuzeta s adrese https://sip.srce.hr/

98 Dodatni alati Roger SIP-klijent razvijen u Srcu napisan u Javi neovisan o platformi autentikacija putem poznat identitet pozivatelja i osobe koja odgovara obadvije strane koriste isti klijent manja je mogućnost da dođe do problema u komunikaciji

99 FAQ (NPP) alati - phpmyfaq

100 FAQ (NPP) alati - phpmyfaq glavne karakteristike: sustav dozvola korisnici i grupe ograničavanje mogućnosti za gledanje, uređivanje i kreiranje članaka podrška pregledavanje prošlih verzija članaka mogućnost da korisnici ostave komentare WYSIWYG HTML editor izvod u PDF, XHTML i XML kompletan popis na phpmyfaq primjer

101 Ali to nije sve

102 Postoji veliki broj alata neki od njih su poprilično stari odnosno ne održavaju se, nema nadogradnji, upitna je podrška, PHD Help Desk - Help Desk Software (freehelpdesk.org) - PHP Support Tickets - HelpCenter Live! - Crafty Syntax Live Help - FAQMasterFlex -

103 Ima još SysAid Free Help Desk Software besplatna verzija podržava jednog administratora (operatora) sto upita mjesečno Polar Help Desk 4 besplatna verzija podržava jednog operatera

104 Linkovi elp_desk_apps_watch/ efinitions.html OTRS YouTube kanal -

105 Literatura Czegel B.; Running an Effective Help Desk. 2nd ed. Wiley, (http://www.amazon.com/running-effective-help-desk- 2nd/dp/ /) Foundations of IT Service Management Based on ITIL V3. Van Haren Publishing postoji nekoliko izdanja (http://www.itsmfbooks.com/foundations_itil_english_versionp201.html) Sanderson S. M.; Introduction to Help Desk Concepts and Skills. McGraw Hill, (http://www.amazon.com/introduction-concepts-skills-myers- Computer/dp/ /)

106 Literatura Mreža 4/XV - travanj Tema broja: Implementacija CRM sustava Mreža 11/XV - studeni Tema broja: Helpdesk

107 Zaključak

108 Hvala! Pitanja?

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