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D

Tecnologia Negócios

7
Service
Operations
Management

Objective

IT Helpdesk

IT Organigram

Reasons of Service
Failure

Why Helpdesk Software?

Helpdesk Call Flow
User Raises a Ticket via
Helpdesk or E-Mail
Call Assigned to Tech User for
Resolution and changes call
status to “Under Process”
Reaches Helpdesk
Operator with status
“New”
Tech User attends call and submits
follow-up on the call and updates the
current status to “Solved”, “Pending”,
“Not in Scope” etc
Helpdesk User contacts the user
via phone or E-Mail and finally
closes a ticket after affirmation by
the user.
Ticket to
alternate
tech user

Call Statistics
Metric 2008 2009
Number of tickets (monthly) 330 350
Avg Time to Respond 25 min 15 min
Avg time to resolve a call 30 hours 40 hours
No of Voice Calls/month 1500 1300
No of Unresolved Calls (monthly) 40 30
First Call Resolve - 250*
* - Only for Nov

Data Analysis

Recommendations

Thank You

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"I see eyes in my soup": How Delivery Hero implemented the safety system for ...

Architecting Cloud Native Applications

Architecting Cloud Native Applications

Architecting Cloud Native Applications

Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf

Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf

Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf

EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER

EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER

EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

som project

1. 7 Service Operations Management

4. IT Organigram

5. Reasons of Service Failure

6. Why Helpdesk Software?

7. Helpdesk Call Flow User Raises a Ticket via Helpdesk or E-Mail Call Assigned to Tech User for Resolution and changes call status to “Under Process” Reaches Helpdesk Operator with status “New” Tech User attends call and submits follow-up on the call and updates the current status to “Solved”, “Pending”, “Not in Scope” etc Helpdesk User contacts the user via phone or E-Mail and finally closes a ticket after affirmation by the user. Ticket to alternate tech user

8. Call Statistics Metric 2008 2009 Number of tickets (monthly) 330 350 Avg Time to Respond 25 min 15 min Avg time to resolve a call 30 hours 40 hours No of Voice Calls/month 1500 1300 No of Unresolved Calls (monthly) 40 30 First Call Resolve - 250* * - Only for Nov

9. Data Analysis

10. Recommendations