Dell World Software User Forum 2013

Transcription

1 Dell World Software User Forum 2013 December 9-12 Austin, TX Improving End-User Support with the K1000 Service Desk Presenter: Carl Keller /Jillian Salamon

2 What is End User Support? Seamless High Quality Responsive Low Cost Right Support at the right time Address End User needs to get them back to work asap! Notable Metrics/Terms: MTTR; First Call effectiveness; Satisfaction 2 2 Software

3 Piecing the Service Desk Together What s New in Service Desk 5.5 Best Practices for Service Desk Configuration Some Key Koncepts Amp up your Service Desk with dynamic fields and asset integration Create an Notification ticket rule an implementation example 3 Software

4 What s New in Service Desk Software

5 Notifications and User or Machine Deletion: When managed machines or user accounts are deleted from inventory, notifications for any Service Desk tickets that are related to those machines are suppressed. This reduces unnecessary notifications and ticket-related activity. 5 Software

6 Navigation: You can navigate among Service Desk tickets and the machines and assets that are related to tickets using links on detail pages. Machine or Asset detail page, related tickets are listed and linked. Click those links to view the ticket detail page. The following illustration shows ticket details on the Computers: Detail page: 6 Software

7 Create New Ticket link: Detail pages for users, assets, and computers include a button to create tickets. This enables you to quickly create tickets when viewing user information. The following illustration shows ticket details and the Create New Ticket link on the User Detail page: 7 Software

8 K1000 GO! K1000 GO is an app that enables administrators to access K1000 Service Desk tickets, inventory information, and software deployment features from smart phones or tablets. K1000 GO is available in the Apple App Store for ios devices, or from the Google Play Store for Android devices Appliances that have been upgraded to version 5.5 can use K1000 GO. The 1.0 version of K1000 GO is in English only. It is NOT a full K1000 console 8 Software

9 Single Sign On Single sign on for the Administrator Interface and User Portal Single sign on enables users who are logged on to the domain to access the K1000 User Portal and Administrator Interface without having to re-enter their credentials on the K1000 login page. Single sign on is available for: One domain only: If you have multiple domains, only one can be enabled for single sign on. This is true even if the Organization component is enabled on the K1000 appliance, and you have multiple organizations that are on different domains. Single sign on is a system-level configuration, and Organizations cannot be configured independently for single sign on. Microsoft Active Directory servers: Single Sign On can be used with Microsoft Active Directory servers. 9 Software

10 Best Practices for Service Desk Konfiguration 10 Software

11 Consider Your Goals What are you trying to accomplish with your service desk? Traditional break/fix issues? Employee onboarding? Maintenance tasks? Project tracking? Which end user audiences are you serving? One group or many? Which teams will be managing tickets? One group or many? Repeatable processes? Are there multi-part tasks that could/should be handled through the service desk? 11 Software

12 Create more than one queue? If your service desk will serve more than one distinct need (IT and Requisitions, for example), it is worth considering an additional queue. Keep it simple to avoid extra overhead and maintenance Software

13 Identify your end users If you have more than one distinct group that will be submitting their own tickets, create user labels to identify those users. Possible labels: Managers Finance HR IT Software

14 Identify your ticket teams Create at least one ticket team label per queue For example: IT Services for the main incidents queue Facilities for a building maintenance queue Finance for a purchasing queue Software

15 Set up and use Processes What repeatable tasks or chores would users need to be able to kick off that might be more complex than a simple ticket/incident? Software

16 Create Common Processes Create processes for common requests or tasks Easier to initiate than separate tickets Keeps relationship between the steps Each process can be restricted for only certain user labels Save time and energy! 16 Software

17 Key Service Desk Koncepts 17 Software

18 Key Koncepts: Queues Queues are all of the details that can be included in and about tickets, including fields, values, layout and user access. Use additional queues when the data being collected or procedures of how tickets will be managed are significantly different. In some environments, the following queues would make sense, particularly if the teams managing tickets are completely distinct: IT Incidents Facilities Requests Purchasing Requisitions 18 Software

19 Ticket Layout Per Queue 19 Software

20 Key Koncepts: Categories Categories define a subset of tickets within a queue and who should be responsible or notified about those tickets. Use categories to track what different sorts of issues your users are submitting and determine which ticket owner should be assigned. In a traditional ticket queue, these are fairly common categories: Hardware Networking Other Issues Software::Office Software::Adobe Telephony 20 Software

21 Key Koncepts: User Labels User labels can be used to control access to knowledge base tickets and software library items. They are also the indicator as to which users may submit, manage or respond to tickets (for each queue). Common user labels include: IT Team Finance Austin Purchasing Approvers Engineers 21 Software

22 Key Koncepts: User Roles Roles in the K1000 identify what privileges a user will have in the admin and/or user interfaces, in terms of which tabs and components are visible or accessible when they log in. Roles do not control access to service desk resources or the ability to manage specific ticket queues. Note: Any user will only have one role but may have multiple labels 22 Software

23 Service Desk Roles 23 Software

24 Service Desk Roles 24 Software

25 Service Desk Roles 25 Software

26 Key Koncepts: Ticket Rules Ticket Rules are advanced sets of conditions you can establish on a per-queue basis that identify tickets matching certain criteria and what actions you d like to take for those tickets. A ticket rule always has a SQL select statement to identify the set of tickets that rule is concerned with. Once you ve identified the correct tickets, you can do one of the following with those: Send a list of those tickets as an Send an about each matching ticket Add comments to each of the matching tickets Run a SQL update statement to make changes to the tickets directly in the database 26 Software

27 Enhance Your End User experience 27 Software

28 Service Desk improves: MTTR Integrated Assets, Tickets, and Inventory, and Remote assistance First Call effectiveness Bomgar ; UVNC; or tool of choice Satisfaction effective resolution to issue as soon as practical Access Endusers can create tickets from User Portal, , or telephone Bomgar session request can come from Users Portal, Workers can edit tickets from Web Browser, or ios/android device. Workers can monitor calls using K1000 Go! 28 Software

29 Ticket links to Asset and User and Computer 29 Software

30 From Computer Link to ticket, assets and BOMGAR 30 Software

31 Users can request a Bomgar Session 31 Software

32 Integration benefits Tickets, Assets, Users, Machine data is all available to reports Less system integration work Logic in Ticket rules Automate many unique processes 32 Software

33 Configuring A Notification Ticket Rule 33 Software

34 Sending an to Ticket Owners Use the ticket rule wizard to create any rule. We are going to modify the completed rule. Disable the rule so that we can perform some testing by unchecking enabled Use a query that is customized to our needs. (watch out for quotes if you copy/paste (See attached document for code.) 34 Software

35 Create generic ticket rule Use a query to select any ticket that comes in and decide its owner user label (see attached article) 35 Software

36 The SQL Ticket Select gets pretty deep 36 Software

37 Ticket Rule Details

38 K1000 Service Desk QUESTIONS? 38 Software