Underpinning of a successful IT help desk Service catalog in ...

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

Get ServiceDesk Plus Join the 100,000+ IT help desks worldwide. Have questions? Drop us a line at [email protected] Sign up for a 30-day free trial.

Recently Viewed Presentations

  • QRDA I and QRDA III

    QRDA I and QRDA III

    QRDA III STU 2.2 Update. STU 2.2is under development as a STU update. Plan to make it available early February to allow a two-weeks member review period and to follow the STU update process
  • Close Reading - Alvin Independent School District

    Close Reading - Alvin Independent School District

    When you write about close reading, you start with the larger meaning you have discovered and use the small details—the language itself—that show how they affect the text's larger meaning to support your interpretation.. Reaching the text's deeper meaning when...
  • Integrating Leadership and Innovation into Traditional Curricula Bruce

    Integrating Leadership and Innovation into Traditional Curricula Bruce

    Integrating Leadership and Innovation into Traditional Curricula Bruce Griffiths, Organization Systems International Rodney Rogers, Portland State University
  • TITLE TEXT - Cengage

    TITLE TEXT - Cengage

    Chapter 8 Delivering Persuasive Messages Before Composing a Persuasive Message, Know . . . How To Know Your Product Read all the available _____ Use the product or _____ others use it _____ the product, service, or idea with others...
  • Aids to Statutory Interpretation - Social Sciences

    Aids to Statutory Interpretation - Social Sciences

    Pepper v Hart, however use is restricted to cases where the words of an Act are ambiguous or obscure or lead to an absurdity. Even then, only where there is a clear statement by the minister introducing the legislation that...
  • FUTURE MEDICAL TRAINING: MAKING THE VISION HAPPEN CDAMS/AMC

    FUTURE MEDICAL TRAINING: MAKING THE VISION HAPPEN CDAMS/AMC

    future medical training: making the vision happen cdams/amc 9 march 2005 robert wells
  • Discussing Consistency - UNFCCC

    Discussing Consistency - UNFCCC

    Describing trends in the NIR? 7. Providing quantitative impacts of recalculations? Comparisons with International Data? Is a Party required to describe in the NIR differences between data submitted to the UNFCCC and data submitted to other international organizations?
  • HBS Winter Concert 2016 - readington.k12.nj.us

    HBS Winter Concert 2016 - readington.k12.nj.us

    Dr. Barbara Sargent . Readington Township Board of Education. Mr. Paul Nigro. Mrs. Kari McGann. Holland Brook School . Parents. Holland Brook School Faculty. Mrs. Jeannie Stepner. Mrs. Antoinette Riordan. Mr. Jan Derevjanik. Thank you for attending the concert this...