HSD. W Business Analytics (M.Sc.) IT in Business Analytics. IT Applications in Business Analytics SS2016 / Lecture 09 Use Case II Thomas Zeutschler
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1 Hochschule Düsseldorf University of Applied Scienses Fachbereich Wirtschaftswissenschaften W Business Analytics (M.Sc.) IT in Business Analytics IT Applications in Business Analytics SS2016 / Lecture 09 Use Case II SS IT Applications in Business Analytics - 9. Use Case II 1
2 Let s get started SS IT Applications in Business Analytics - 9. Use Case II 2
3 SS IT Applications in Business Analytics - 9. Use Case II 3
4 A Help Desk is a resource designed for IT users to contact when they are having problems with their IT services. Help Desks most often operate a multi-level trouble shooting approach. Following the Information Technology Infrastructure Library (ITIL), a best practices a Help Desk includes: Single point of contact (SPOC) for IT interruptions Computer or Software consultations Tracking capabilities of all incoming problems Problem escalation procedures Problem resolution SS IT Applications in Business Analytics - 9. Use Case II 4
5 IT Help Desk Support Specialist Job description Help desk support specialists provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products. Working within a company, these professionals must be great communicators and be able to translate their technical knowledge into actionable direction. When they don t have an answer, they know how to research the problem and come up with a solution. SS IT Applications in Business Analytics - 9. Use Case II 5
6 Business Problem Very bad user feedback for our newly introduced & centralized IT Help Desk service. But for the acceptance of the overall IT department, IT support quality and efficiency and high user satisfaction is mission critical. Your task as a Business Analyst You re assigned to a task force of IT experts to propose an instant action plan. Help to understand the business problem? What causes high priority tickets? How can we improve the ticket resolution time? Propose at least 3 instant actions for improving service quality. SS IT Applications in Business Analytics - 9. Use Case II 6
7 Your (only) input ticket records from our help desk system Ask the IT experts of the task force (your teacher). SS IT Applications in Business Analytics - 9. Use Case II 7
8 Help to understand the business problem? What causes high priority tickets? How can we improve the ticket resolution time? Propose at least 3 instant actions for improving service quality. Dataset Field Description Ticket ID of the help desk ticket Requestor ID of the requesting user RequestorSeniority Seniority of the requestor (junior to management) ITOwner ID of the owner of the IT system or application FiledAgainst Category of the ticket (login, systems, software, hardware) TicketType Type of ticket (Issue or Request) Severity Business impact of the request or issue Priority Priority of the ticket. daysopen Number of days the ticket was open (unsolved) Satisfaction User satisfaction with the resolution. SS IT Applications in Business Analytics - 9. Use Case II 8
9 Lecture Summary & Homework SS IT Applications in Business Analytics - 9. Use Case II 9
10 Homework Finalize the use case to be presented on next lecture. Help to understand the business problem? What causes high priority tickets? How can we improve the ticket resolution time? Propose at least 3 instant actions for improving service quality. SS IT Applications in Business Analytics - 9. Use Case II 10
11 Any Questions? SS IT Applications in Business Analytics - 9. Use Case II 11
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