Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6"

Transcription

1 Helpdesk Software: Service Desk Management or Glorified Database? Tweet using #APP6

2 Who s Talking Lance Waagner Chief Executive Officer Intelliteach Founded 1998 Over 150 employees Global 24-hour servicedesk support Over 90,000 users Greater than 30% of the AMLAW 200 Jeff Ward Director of Application Support Fulbright & Jaworski L.L.P. 900 attorneys 11 US; 6 International Centralized helpdesk Currently use HEAT Recently finished service management product search

3 Service Desk Poll

4 Service Desk Poll

5 Service Desk Poll

6 2010 Technology Survey What do you use for helpdesk management? 14% C Commercial l 30% 56% None Custom/In-House

7 2010 Technology Survey Firms without a Service Management Tool 59% 28% 3% 0% < 49 Attorneys Attorneys Attorneys 350 Attorneys

8 What are you looking for? Efficient Technology Effective Workflow Transformative Management

9 Efficient Technology Looking for Record keeping Basic stats Requirements Fast input Reporting on ticket volume

10 Tickets by Requestor

11 Effective Workflow Looking for Systematic Workflow Expanded service ACD usage and integration ti with ticketing Advanced call metrics

12 Effective Workflow Requirements Assignments and stages Fields/views for different service groups Reporting to evaluate service performance (e.g., call volume, hold times, abandon rates, etc.)

13 Engineer Worklist

14 Overdue Tickets

15 Cause by Category

16 Looking for Transformative Management Premier customer service Knowledge management Ability to predict and act

17 Transformative Management Requirements Alignment with operating-level agreement Robust knowledgebase integrated into workflow Predictive trending (e.g., root cause, effects of staffing choices, opportunities for development or change of firm systems, service satisfaction)

18 The Management Discussion What technology changes are not working? What technology changes will improve the firm? What service changes are needed? What is the proper SLA for the firm?

19 Closure Rates

20 Emergency Status Ratios

21 Call Trends Over Time

22 Call Trends Across Offices 90% 80% 70% 60% 50% 40% 30% Tt Total users Total tickets Unique users 20% 10% 0% New York Chicago London

23 Conversion Trends Average tickets per user per month Pre-conversion Conversion 30 days post conversion 60 days post conversion 90 days post conversion

24 Conversion Effects Volume with staffing to maintain service levels Pre-Conversion 10 Staffing 5 Conversion 0 Staffing Pre-Conversion Volume Conversion Volume

25 Delays and Conversion Average delay (seconds) with same staffing levels as pre-conversion am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 5pm Pre-conversion Conversion

26 Queue Time and Conversion Maximum time in queue (seconds) using same staffing as pre-conversion am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 5pm Pre-conversion Conversion

27 Conversion Time Summary Measurement Pre-Conversion Conversion Difference Overall Live Rate 93% 68% -25% Average Time in Queue 10 seconds 1 minute, 21 seconds 1 minute, 11 seconds Maximum Time in Queue 1 minute, 40 seconds 12 minutes, 40 seconds 11 minutes

28 In Summary Efficient technology for smooth operations Methodology to support effective workflow Management tools that can be leveraged to transform the operation of your firm. ONE SIZE DOESN T FIT ALL!

29 Questions to Ask Basics Architecture Integration Administration Interface Ticket tracking Knowledgebase Reports, trends, & feedback Other

30 Basics Company basics (e.g., size, history, number and types of customers, etc.) Server- and client-side requirements Business continuity Frequency and # of product releases Do they have a user group to talk with before buying the product Security of internal data for hosted solutions Live demo/evaluation copy (e.g., 30-day) Administration for hosted solution--is the a lot or is limiting Financial information on the company (Due diligence) Fiscal quarter (to get the best price--tricky)

31 Architecture Client- or vendor-hosted? How are users authenticated? Are db schema/relationships documented? Is web-based or desktop? Licensing--how many seats per ticket user? Backup plans! Integration to an LMS

32 Integration Telephony integration? and chat integration? Enterprise-search integration? Remote system launched from app Asset management system Change management/known issues Workflow Tie into directory so picture comes up LMS tie in

33 Administration How do you maintaining user accounts? How does security work for groups and roles? What tools monitor system integrity? Archival - how much do you archive v. future search Integrated into payroll/ad?

34 Interface Custom interfaces based on groups/roles? Can forms change based on data entry? Can files be easily attached to tickets? Do any fields allow rich text and images? User's last five tickets (and opened or closed) Last 5 survey responses (so you know their attitude about support) Mobile interface for operations guys User portal! Red-yellow-green on dashboard (status aging)

35 Ticket Tracking Can analysts subscribe to certain call types? Can global issues be identified automatically? Is there an broadcast system? Can similar calls be linked/closed together? Ticket auditing/history Escalation notification (service level prebreached and notification occurs) Automatic alert updates Integration with Blackberry/PDAs and updating

36 Knowledgebase Can the KB store rich text with images? How is change control/aging acheived? Can end-users access "public" KB content? Approval process for articles Searches automatically based on the problem description Tied into troubleshooting workflow (e.g., Outlook issue) "decision tree" Robust categorization Quick access to the knowledgebase Known issues for live issues Links to subject matter experts! Links to other resources Links to security policy

37 Reports, Trends, & Feedback Is there a customer-feedback tool? How are trends identified? Dashboard functionality? Are there dynamic drill-down capabilities? What stock reports are available and can you customize them? Can reports be scheduled/ ed? Reports on how many are coming back to the HelpDesk that could be indicators of training

38 Other Maintenance/upgrade cycle? Bug/enhancement process? Most-valued and least-mature features? Training and support (including hours)?

39 References APP6 Conference materials Guru Guide Information Technology Infrastructure Library (ITIL) explained Help Desk Institute (HDI) ILTA User Support Services Peer Group us:

40 Sample Questions to Ask When Researching Support Management Solutions Basics Provide the following: Pricing Company basics (e.g., size, how long in business, number and types of customers, etc.) Server- and client-side requirements Business continuity Frequency and number of product releases Architecture Is the product available for the client to host? Is the product available on demand (SaaS)? If the system is offered in both SaaS and client-hosted models, describe the benefits and limitations of each. Does the system support single sign on? If hosted externally, is single sign on supported? Are the database schema and table relationships documented, and will the company work with us to directly access the tables for our own custom integration needs? Integration with other products Does the product support any telephony services? Can the product leverage asset tracking data collections? Does the product use MAPI or SMTP for integration? Describe any other strategic application integration the product supports. System Administration How are user accounts created and maintained? Is there an administrative interface or integration with a corporate directory (AD or SQL-based)? Is access to certain features or fields controlled through security groups or roles? What is the process for performing a backup and restore of the data? What tools are available to monitor system integrity? Interface Does the product support custom interfaces (e.g., data entry, reports, dashboards, etc.) based on login, groups, or roles? Does the product support smart forms where prompts dynamically change based on data entered? Can files be attached to the ticket? Do any ticket fields allow for rich content such as images (e.g., pasting a screen shot in the issue description)? Upon creating a ticket for a user, what history for the user is easily accessible? Ticket Tracking Can analysts "subscribe" to certain call types or issues via either RSS or dynamic inclusion on notifications? Can your system automatically identify global issues based on call volume within a given time period? Does the system provide an announcement system for proactive issue notification to analysts? Does the product support call categories, subcategories, or keywords for issue classification? Does the product support "linking" calls so that all can be closed simultaneously with the same solution? Can the system create tickets directly from messages? Escalation and Notification Workflow Does the system allow for automatic notifications based on criteria such as priority, time passage, customer type, etc? Can message notification priority be set dynamically based on data entered in a ticket? If ticket attachments are supported, are attachments included in notifications? Can the notifications contain a direct link to the ticket? Can notifications operate on various calendars and "hours of operations" schedules? - 1 -

41 Knowledge Base Management Describe the auditing or change-control features for managing KB content. Can the KB store rich content such as images, font formatting, and tables? Is there a means for aging KB content? Can subject-matter experts be linked to KB content? How can KB content be leveraged for end-user selfhelp? Describe how the KB integrates with call tracking for issue resolution, with easy access to related KB articles. Reports, Trends, and Feedback Additional questions about the company and product What distinguishes your company from competitors in this market? What distinguishes your product from competing products in this market? What is the most valued feature of your product? What feature or functionality is considered the least mature module of your product by your customers and employees? Describe the training materials available and the formats in which they are offered? (Manuals, elearning, Tips, etc.) For ticket and KB searches, what types of search techniques are supported (e.g., Boolean, fuzzy, stemming, etc.), and how are search results ranked? Does the product have a customer-survey component? How does the product identify trends? What reporting platform(s) are supported (e.g., Business Objects, Microsoft SQL Reporting Services, etc.)? Are reports already included and can they be copied/customized to create new reports? Can the system report how much time has been spent on a category or class of issues? Can reports be scheduled? Describe the delivery methods and scheduling options. Do reports include dynamic drill-down capabilities? Support and Maintenance How does the company resolves bugs reported about the product. Include methods used to rank bugs, notify us of issue status, and lengths of time to resolve a general bug versus high-priority bug. How does the company receive, process, and implement product enhancement requests? How many product enhancement requests were submitted last year? How many were implemented? - 2 -

42 Support Management Best Practice Considerations Whether you are using a robust, high-priced system to track tickets or using Excel and Outlook, the most important factor is your staff s effective use of the system. When someone calls with an issue, how do you handle it? How do you start the interaction? Have you asked all the right questions? Have you properly and thoroughly diagnosed the issue? How are you going to resolve the issue? Have you informed the caller about the actions you plan to take, along with a timeline for resolution? Whether you or someone else takes actions to resolve the issue, what quality assurance components will ensure proper handling and resolution? Do you ensure the customer is made aware of work completion and understands the outcome? Do you ask if anything else is needed? Do you build in the time to analyze situations for future improvement of your processes? Proven Practices Consider creating a set of proven practices revolving around the software you use and the environment in which your support system operates. Data Entry Standards Who is expected to use the system? What should be logged? What level of detail is expected? What goes in the description and what does not go in? What should be considered when setting ticket priority? When should you escalate or not escalate an issue to another department? Assigning Tickets Who should receive ticket assignments? How will confirmation of accepting an assignment occur? Once a ticket is assigned to someone else, does the originator continue to own the ticket and is he/she responsible for follow-up? Recordation How much detail is required for work performed? Who is responsible for recording the details? Resolving Tickets What goes into the resolution and what does not go in? In various cases, how is the caller notified of the resolution? How are support personnel expected to interact with the user at the end of the incident? When Things Go Wrong What actions should occur when there is no solution? Who should be notified when an error occurs or a caller expresses extreme dissatisfaction? Knowledge Management What types of items should be nominated for including in the knowledgebase? Who is responsible for entering information? What is the process for ensuring quality of entries? What is the process for maintenance and retiring of entries? Operational Level Agreement An operational level agreement can be used within IT to define the understanding within the support system of what is expected in terms of service level. Examples: Live Call Handling: >= 90% within 20 seconds Non-Live Call Handling (in queue or voice mail): <= 5 minute average wait Handling Time: <= 15 minute average wait First Call Resolution: >= 85% of all software calls Surveys: >= 85% Excellent or Good all surveys Services Uptime: >= 99.4% Expectations for Between Calls What is expected of support personnel when they are not working on an active issue? Do they review stagnant open tickets to get them moving? Are they analyzing closed tickets for possible process improvements? Are they reviewing new knowledgebase entries? Are they studying more about applications and systems within the firm so that they are better prepared with quick answers? 3

ILTA 2010 Strategic Unity. The Guru s Guide for Helpdesk and Deskside Support

ILTA 2010 Strategic Unity. The Guru s Guide for Helpdesk and Deskside Support ILTA 2010 Strategic Unity The Guru s Guide for Helpdesk and Deskside Support 8/26/2010 Introduction You can only manage what you measure. Measuring service levels, ticket volumes, and user satisfaction

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................

More information

Performance and Costs Behind Staffing the Desk. A Helpdesk Health Check

Performance and Costs Behind Staffing the Desk. A Helpdesk Health Check Performance and Costs Behind Staffing the Desk A Helpdesk Health Check DATA SOURCES & INTRODUCTIONS COST ANALYSIS TICKET STATS ACD STATS MOTIVATING YOUR DESK Q&A [ AGENDA ] [ DATA SOURCES ] Sample taken

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

Support and Service Management Service Description

Support and Service Management Service Description Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications

More information

Creating Service Desk Metrics

Creating Service Desk Metrics Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,

More information

SapphireIMS Service Desk Feature Specification

SapphireIMS Service Desk Feature Specification SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams

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

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

10 Tips to Better Manage Your Service Team

10 Tips to Better Manage Your Service Team 10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk

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

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1

More information

Service Desk Edition

Service Desk Edition Service Desk Edition isupport - Overview isupport helps you to perform functions such as creating and managing incidents, entering and searching for knowledge entries and FAQs, tracking assets, customers,

More information

Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6

Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6 Process Description Incident/Request HUIT Process Description v6.docx February 12, 2013 Version 6 Document Change Control Version # Date of Issue Author(s) Brief Description 1.0 1/21/2013 J.Worthington

More information

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements

Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Ability to support a 24x7 service desk operation Ability to provide workflow capabilities for efficient incident,

More information

PROCEDURE 1310.26 Issued: October 5, 2001 Effective Date: September 14, 2000

PROCEDURE 1310.26 Issued: October 5, 2001 Effective Date: September 14, 2000 PROCEDURE 1310.26 Issued: October 5, 2001 Effective Date: September 14, 2000 SUBJECT: APPLICATION: PURPOSE: CONTACT AGENCY: Customer Service Center Functional Standard Executive Branch Departments and

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Attachment 2 Performance Metrics

Attachment 2 Performance Metrics Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract. In addition, the Contractor will be required to provide regular reports

More information

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations,

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

SUNY Learning Network Service Level Agreement ANGEL Application and Hosting Services

SUNY Learning Network Service Level Agreement ANGEL Application and Hosting Services SUNY Learning Network Service Level Agreement ANGEL Application and Hosting Services Scope The ANGEL Application and Hosting Service is offered only to SUNY Campuses that have previously contracted for

More information

Infasme Support. Incident Management Process. [Version 1.0]

Infasme Support. Incident Management Process. [Version 1.0] Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary

More information

Choosing IT Service Management Software

Choosing IT Service Management Software Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com +1 416 410 2716 +31 23 525 6975 Introduction Service

More information

Product Data Sheet. www.intellectme.com www.it-corner.net

Product Data Sheet. www.intellectme.com www.it-corner.net www.intellectme.com www.it-corner.net help desk logos are registered trademarks of Automate your help desk and asset management and improve your business efficiency - Reduce expenditure on HW and SW by

More information

Gain Control of Your IT Help Desk with Advanced Incident Management

Gain Control of Your IT Help Desk with Advanced Incident Management 01. Top 10 Reasons Why You Should Get ServiceDesk Plus 01 Gain Control of Your IT Help Desk with Advanced Incident Management Organized incident categorization with 3-tier architecture Automatic assignment

More information

SDSFIE Support Task Order SDSFIE Help Desk Manual

SDSFIE Support Task Order SDSFIE Help Desk Manual 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

IT Services. Service Level Agreement

IT Services. Service Level Agreement IT Services Service Level Agreement Contents 1 Purpose... 3 2 IT Services Objectives... 3 3 IT Helpdesk... 3 3.1 Issues... 3 3.2 Service Requests... 4 3.3 Development Requests... 4 4 Priorities... 4 5

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

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

1-888-440-3311 P.O. Box 1937, Hughesville, MD 20637. www.smeco.coop

1-888-440-3311 P.O. Box 1937, Hughesville, MD 20637. www.smeco.coop 1-888-440-3311 P.O. Box 1937, Hughesville, MD 20637 People. Power. Progress. www.smeco.coop SMECO Supplier Diversity- IT Opportunity Announcement Anticipated Award Date: Q1 2016 Place of Performance: Hughesville,

More information

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

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

More information

The Time has come for A Single View of IT. Sridhar Iyengar March 2011

The Time has come for A Single View of IT. Sridhar Iyengar March 2011 The Time has come for A Single View of IT Sridhar Iyengar March 2011 ManageEngine Portfolio Network Servers & Applications Desktop ServiceDesk Windows Infrastructure Event Log & Compliance Security Network

More information

2014 Defense Health Information Technology Symposium Service Desk Strategy for the Defense Health Agency

2014 Defense Health Information Technology Symposium Service Desk Strategy for the Defense Health Agency Mr. Wayne Speaks - Acting Branch Chief Mr. Bill Novak - Acting Branch Chief of Operations DHA Infrastructure and Operations 2014 Defense Health Information Technology Symposium Service Desk Strategy for

More information

Project Management and ITIL Transitions

Project Management and ITIL Transitions Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

APPENDIX 4 TO SCHEDULE 3.3

APPENDIX 4 TO SCHEDULE 3.3 EHIBIT J to Amendment No. 60 - APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT J to Amendment No.

More information

TAA clients are provided with a toll-free number for their clients to access the service desk, valid throughout North America.

TAA clients are provided with a toll-free number for their clients to access the service desk, valid throughout North America. TELUS AgentAnywhere Powered by Support Excellence Inc. Service Delivery solutions. This document outlines the ability of TELUS AgentAnywhere, Powered by Support Excellence, to provide service desk solutions

More information

Statement of Service Enterprise Services - AID Microsoft IIS

Statement of Service Enterprise Services - AID Microsoft IIS Statement of Service Enterprise Services - AID Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

SUNY Learning Network Service Level Agreement Blackboard Learn Application and Hosting Services

SUNY Learning Network Service Level Agreement Blackboard Learn Application and Hosting Services SUNY Learning Network Service Level Agreement Blackboard Learn Application and Hosting Services Scope The SUNY Learning Network (SLN) offers SUNY campuses a managed hosting environment for the Blackboard

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

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO

INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO Updated October 2010 Table of Contents Desktop and Customer Services... 3 Enterprise Application Services... 6 Department Specific Application Services...

More information

Continual Service Improvement: The Catalyst for Service Desk Excellence and Enterprise Productivity

Continual Service Improvement: The Catalyst for Service Desk Excellence and Enterprise Productivity Continual Service Improvement: The Catalyst for Service Desk Excellence and Enterprise Productivity Introduction By definition, the service desk produces measurable business value by enabling improved

More information

Numara Track-It! 10.5. Product Family Overview. www.numarasoftware.com

Numara Track-It! 10.5. Product Family Overview. www.numarasoftware.com Numara Track-It! 10.5 Product Family Overview www.numarasoftware.com Introduction The Numara Track-It! family of IT Management solutions gives you the ability to immediately take control of your Help Desk

More information

quality of service Screenshots

quality of service Screenshots versasrs HelpDesk quality of service Screenshots versasrs HelpDesk Main Screen Ensures that your internal user issues remain visible until resolved. Prevents problems from falling through the cracks. Send

More information

Stanford / MIT Benchmarking IT Help Desk

Stanford / MIT Benchmarking IT Help Desk Stanford / MIT Benchmarking IT Help Desk Final Presentation November 13, 2002 Agenda Project Goals Help Desk Benchmarking Goals & benchmark metrics Initial data comparisons Findings & hypotheses Quick

More information

Policy & Procedures Help Desk Service Level Agreement (SLA)

Policy & Procedures Help Desk Service Level Agreement (SLA) Policy & Procedures Help Desk Service Level Agreement (SLA), Rossey Hall, Room 058, Ext. 4357 TABLE OF CONTENTS Scope...1 Customer Service Statement...1 Help Desk Services...2 Hours of Operation...2 Methods

More information

Customer Care Center Details

Customer Care Center Details Enterprise IT Shared Services Service Level Agreement Customer Care Center Details (Revision Date: October 7, 2010) Going From Good to Great DOCUMENT CONTROL REVISION HISTORY DATE DESCRIPTION 9.15.10 INITIAL

More information

Monitoring, Managing, Remediating

Monitoring, Managing, Remediating MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard

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

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

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein

More information

Best Practices Report

Best Practices Report Overview As an IT leader within your organization, you face new challenges every day from managing user requirements and operational needs to the burden of IT Compliance. Developing a strong IT general

More information

Magento Enterprise Edition Technical Support Guide

Magento Enterprise Edition Technical Support Guide Magento Enterprise Edition Technical Support Guide AUGUST 2013 Thank you for using Magento Enterprise Edition. Technical support is a vital part of the total Magento Enterprise Edition customer experience.

More information

Self Service. Participant Guide. Level I. For Reference Only

Self Service. Participant Guide. Level I. For Reference Only Self Service Level I Participant Guide For Reference Only 10/28/2005 This document may contain proprietary information about our or our clients environment. Care should be taken to safeguard this information

More information

Outsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc.

Outsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc. Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...

More information

NOMINATION FORM. Category for judging: 5 - Digital Government: Government to Government (G to G)

NOMINATION FORM. Category for judging: 5 - Digital Government: Government to Government (G to G) NOMINATION FORM Title of Nomination: Project/System Manager: Job Title: Agency: Enterprise Technology Service Desk Elizabeth Dignan Program Manager State Technology Office Department: Address: 4030 Esplanade

More information

Remedyforce Professional Services

Remedyforce Professional Services White Paper Remedyforce Professional Services Kelley Mitchum 27 February 2015 Welcome to the Getting Started with BMC Remedyforce Series Today s IT departments must drive business growth and innovation,

More information

Yale University Incident Management Process Guide

Yale University Incident Management Process Guide Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional

More information

CTERA Support Policy

CTERA Support Policy CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms

More information

IT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness

IT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness AUDITOR GENERAL S REPORT ACTION REQUIRED IT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness Date: September 18, 2013 To: From: Wards: Audit Committee Auditor General All Reference

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

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012 Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available

More information

IT Support Center Call Handling Metrics Week Beginning: January 3, 2016

IT Support Center Call Handling Metrics Week Beginning: January 3, 2016 IT Support Center Call Handling Metrics Week Beginning: January 3, 1 Avg Speed to Answer (Target :) Avg Abandon Time (Target 3:) Avg Talk Time (Target 7:) Avg After Call Work Time (Target 3:) Avg Speed

More information

Choosing IT Service Management Software

Choosing IT Service Management Software Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com 1 416 410 2716 1 866 364 2757 Introduction Service

More information

The management of print is easier with the right tools.

The management of print is easier with the right tools. Xerox Partner Print Services Technology Suite The management of print is easier with the right tools. Remove complexity. Add results. The Xerox Partner Print Services Technology Suite is an integrated

More information

Cloud Services Catalog with Epsilon

Cloud Services Catalog with Epsilon Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these

More information

ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE

ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov Enterprise Service Desk Service Delivery Guide NSSDG-2410-0001 Basic Version

More information

Education Services Management Proposal for SUNY Delhi. December 29, 2008

Education Services Management Proposal for SUNY Delhi. December 29, 2008 Education Services Management Proposal for SUNY Delhi December 29, 2008 Education Services Management Proposal for SUNY Delhi December 29, 2008 TO: Patrick Masson, Chief Information Officer SUNY Delhi

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

3rd Edition August 2012. The Guru s Guide for. Desk Support. Law firm specific metrics & key performance indicators

3rd Edition August 2012. The Guru s Guide for. Desk Support. Law firm specific metrics & key performance indicators 3rd Edition August 212 The Guru s Guide for Legal Service Desk Support Law firm specific metrics & key performance indicators WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law

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

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE IT SERVICE MANAGEMENT SUITE ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS

More information

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL 1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

Bloom Enhanced Performance Monitoring Service Level Agreement

Bloom Enhanced Performance Monitoring Service Level Agreement Bloom Enhanced Performance Monitoring Service Level Agreement 1 SERVICE DESCRIPTION The Enhanced Performance Monitoring Service provides an enterprise-class level of assurance with regards to the performance

More information

Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk.

Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk. Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk. 1 P a g e Has Your Organization Out-Grown Your Helpdesk? A guide

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

HARDWARE JUMPSTART YOUR PERFORMANCE SERVICE CORE

HARDWARE JUMPSTART YOUR PERFORMANCE SERVICE CORE BE FREE BE FREE OF HARDWARE JUMPSTART YOUR PERFORMANCE SERVICE CORE TALK TO OUR EXPERTS 1.877.222.8615 www.bestit.com Copyright 2013 BestIT.com Inc. JUMPSTART YOUR PERFORMANCE The BestIT Jumpstart Your

More information

Effective Reporting. The Nuts and Bolts of Best Practice Reporting for the Contact Center. What Is Effective Reporting?

Effective Reporting. The Nuts and Bolts of Best Practice Reporting for the Contact Center. What Is Effective Reporting? 1 The Nuts and Bolts of Best Practice Reporting for the Contact Center What Is? Effective reporting is defined by the results obtained by reviewing the report data and making changes to improve performance.

More information

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

NEPHAK GOOGLE APPS FOR BUSINESS & SUPPORT PROPOSAL. Executive Proposal

NEPHAK GOOGLE APPS FOR BUSINESS & SUPPORT PROPOSAL. Executive Proposal NEPHAK GOOGLE APPS FOR BUSINESS & SUPPORT PROPOSAL Executive Proposal Submitted by: emomentum Interactive Systems Ltd Created On: December, 2012 Table of Content 1. Executive Summary... 3 2. Project Summary...

More information

Organise Your Business

Organise Your Business Organise Your Business Second CRM On Demand Customer Relationships A Functional Introduction Presentation January, 2013 Organise Your Business Second CRM On Demand Customer Relationships Designed for Small

More information

GoToAssist Integration White Paper

GoToAssist Integration White Paper White paper Integration White Paper Integration Services offer a variety of methods to integrate Citrix, the industry-leading remote-support solution, into an existing infrastructure quickly and easily.

More information

Magento Technical Support Guide

Magento Technical Support Guide Magento Technical Support Guide April 2012 Thank you for using Magento products and services. Technical support is a vital part of the total Magento customer experience. We want you to get the most from

More information

24x7 Help Desk Services Questions & Answers for RFP 40016_21030705

24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 1. What % of the call volume that was listed in the RFP was related to LMS (BB and Moodle) support? See Table 5 2. What is the number

More information

Symantec ServiceDesk 8.0

Symantec ServiceDesk 8.0 Quick, effective automated incident response and problem resolution Data Sheet: Endpoint Management Overview Today s IT departments face continued pressure to do more with less, with increased scrutiny,

More information

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

HP Service Manager. Problem Management 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: 9.31 Problem Management help topics for printing Document Release Date: October 2012 Software Release Date: October

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

G-Cloud Managed Exchange SaaS. Service Description

G-Cloud Managed Exchange SaaS. Service Description G-Cloud Managed Exchange SaaS Service Description Version No: 5.0g Date: 08/04/2014 Table of Contents FEATURES... 3 OPTIONAL FEATURES... 4 BENEFITS... 4 CONNECTED SERVICES... 4 SERVICE REQUIREMENTS...

More information