Underpinning of a successful IT help desk Service catalog in ...
IT management, simplified. Real-time IT management solutions for the new speed of business Underpinning of a successful IT help desk Major incident management in ServiceDesk Plus How Zylker handles major incidents EzeeBill, the billing software of Zylker, crashes and what happens thereon!
Say hello to Zylker IT FOLKS BUSINESS USERS SCOTT IT TECHNICIAN DAVE HIRING MANAGER JASON IT TECHNICIAN CIO MARCUS
CATRIN IT SERVICE MANAGER ADAM IT TECHNICIAN WENDY HR JOHN END USER How things should work STEP STEP 1 1
SCOTT IT TECHNICIAN Scott receives a notification of the incident. Keeps Keeps users users informed informed of of the the progress. progress. Escalates to service manager. END USERS STEP 2 team. team.
CATRIN IT SERVICE MANAGER Catrin forms an incident investigation Keeps Keeps the the CIO CIO informed informed of of the the status. status. MARCUS, CIO STEP 3
ADAM IT TECHNICIAN JASON IT TECHNICIAN Incident Incident investigation investigation team team analyze. analyze. Find Find a a resolution resolution quickly. quickly. Service Service is
is restored. restored. How things work at Zylker! For the nth time, any update? NO. There isnt any update! Whats happening? The chairman is on the line! Who handled the call today?!
Let me take this call first. I know this has happened before. We can solve this in minutes if I can dig through all my emails! The impact What went wrong? END USERS NOT NOTIFIED COMPLEXITY IN TRACKING End users were not notified on the
outage and the status of their tickets which gave rise to high volume of calls and walk-ins No proper mechanism to track IT tickets. Lack of ownership. SLA BREACH Lack of automation to prioritize and assign tickets to the right technicians speed up the resolution
process LACK OF AUTOMATION Lack of automation to prioritize and assign tickets to the right technicians speed up the resolution process Major incident management with ServiceDesk Plus How Zylker handles major incidents the ServiceDesk Plus way! AUTOMATED TICKET CREATION AND NOTIFICATION FEATURE: BUSINESS RULES
Since EzeeBill is a business critical application, as the IT service desk manager and admin, Catrin adds business rules in ServiceDesk Plus to handle tickets related to the EzeeBill outage. She gives the rule name, description, sets the priority to high, places the tickets in the application management group, and self assigns the tickets. Further, she configures notifications to get notified whenever there is an incoming EzeeBill ticket. Catrin defines the rule name as EzeeBill outage and gives a description Sets priority as high. Places the EzeeBill tickets to application
management group and self assigns the tickets. Configures mail and SMS notifications. NOTIFIYING IT TECHNICIANS ON TICKET CREATION FEATURE:: PUSH NOTIFICATIONS Catrin receives push notifications on her mobile whenever an EzeeBIll ticket is created and assigned to her. CHECKING TECHNICIAN AVAILABILITY BEFORE ASSIGNING TICKETS FEATURE: SCHEDULER LOGGED IN TECHNICIANS/TECH AVAILABILITY CHART
Once Catrin is notified of incoming tickets, she needs to assemble a team. Catrin uses the scheduler in ServiceDesk Plus to check the list of logged in technicians. She is in particular looking for Scott, but hes not available on that particular day. Catrin views the logged in technicians and finds Scott missing CHECKING FOR BACKUP TECHNICIANS BEFORE ASSIGNING TICKETS FEATURE: SCHEDULER BACKUP TECHNICIAN CHART Catrin uses the backup technician view and figures out that Jason is the backup technician for Scott. Catrin forms an incident investigation team that includes Jason and Adam. Catrin figures
out the backup technicians is Scott and assigns the task to him. MARKING LEAVE OF ABSENCE FEATURE: SCHEDULER MARKING UNAVAILABILITY Before the EzeeBill crash, Scott uses the scheduler to mark leave of absence. Clicks on the icon to mark leave of absence. CONFIGURING A BACKUP TECHNICIAN TO HANDLE INCIDENTS IN A TECHNCIANs ABSENCE FEATURE: BACK UP TECHNICIAN
Scott configures the backup technician as Jason to handle all tickets while he is away. Clicks on the link to configure the backup technician. 3 things a technician can do when he/she is on leave. NOTIFYING END USERS AT EVERY STEP FEATURE: ANNOUNCEMENTS and USER GROUPS Catrin uses announcements in ServiceDesk Plus to notify the end users. She uses user groups to display the announcement to those end users using EzeeBill.
Announcements sent to relevant user groups. KEYWORD SEARCH TO ADD A RESOLUTION FEATURE: KNOWLEDGE BASE Jason and Adam use the keyword search quickly pull out a solution from the knowledge base and resolve the incident. Catrin selects the solution and copies it to the ticket. UNDERLYING THE ROOT CAUSE OF AN INCIDENT FEATURE: CREATING A PROBLEM
Catrin doesnt wish to stop with providing a workaround. She wants to resolve the incident and creates a problem from within an incident to find the underlying root cause. Catrin creates a problem from within an incident. ASSOCIATING INCIDENTS FEATURE: ASSOCIATING RELATED INCIDENTS TO A PROBLEM Catrin associates all related incidents to the problem she just created. Associates all related incidents to the problem. CLOSING ALL RELATED INCIDENTS IN ONE SHOT FEATURE: PROBLEM CLOSURE RULES
As a final step, Catrin configures problem closure rules to close all associated incidents when a problem is closed! Configures problem closure rules to close all associated incidents when a problem is closed. A happy ending with ServiceDesk Plus! ENSURE Technician availability chart and backup technician ensure help desk
accountability 3 PUBLISH COMMUNICATE Announcements are displayed to end users to keep them informed of the status. 4 2 AUTOMATE
1 CREATE Ticket creation is done via the self-service portal, email, or phone NOTIFY Push/SMS notifications keep the IT team informed of the incoming tickets.
Based on preconfigured business rules the tickets are prioritized and assigned to relevant technicians. SLAs ensure response times and escalation paths 5 Knowledge base allows the technicians to pull out a published solution from the
knowledge base (KB) using a keyword search. 7 6 CLOSURE Problem closure rules allows technicians to associate all related incidents to a problem and close all those incidents
when the problem is resolved What customers say ServiceDesk Plus has been a great decision both functionally and finan James Arnold Service desk manager Manhattan Associates 100,000+ IT service desks 700,000 IT technicians 185 Countries worldwide
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