Optimize Help Desk First Response Quality

Optimize ServiceDesk First Response Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Different point of view for Service-demand and Service-delivery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Different point of view on IT for Service-demand and Service-delivery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Help-on-Failure: ServiceDesk should have detailed information on user’s resources ServiceDesk (calldesk) username Username -> ResourceProfile detailed respons Lookup user’s resources status Business Service Console Actual Status Resources Profile Y Actual Status Resources Profile X

Different point of view on ICT ICT-users organized by role / location: * Production location ABC * Production location XYZ * Sales * Finance * Service * Logistics ICT-Service organized by competence: * Windows Server * Network * Telco / VoIP * Windows ActiveDirectory * Backup * Software Distribution * InternetProxy * Exchange * WebServer * SAP * PeopleSoft

Each ICT-ServiceGroup can (and should) have its own tool to monitor resources within their competence. LAN / WAN eHealth Microsoft MOM Business Applications ? ? ? SAP Solution Manager HiPath Manager Telecom

All tools exports monitored resources and their status to central virtualisation layer. eHealth MOM SAP Solution Manager HiPath Manager ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],OSD /CallDesk CallDesk gets status information as experienced by users

Process Engineers create a set of relevant resources as used by a particular group of users (ResourceProfile) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],WAN Links Printer Queues LAN Devices FileShares Windows Servers Microsoft Applications SAP Applications Telecom Resources All Resources Pool CoreZom1 ProcessEngineer: has knowledge about customer’s BusinesProcesses ResourceProfile 1 zoms601 svr7 vr7users vr7data rpr00203 AD 1 IIS intranet ISA 1 CRM CoreZom1 CoreHag2 RtZom3 RtHag1 HagZom1 PABX A VoIP GW ResourceProfile 2 zoms411 svr1 vr1users rpr00767 AD 1 IIS intranet ISA 2 CoreZom1 CoreHag1 RtZom3 RtHag1 HagZom1 Sql A PABX B VoIP GW

ServiceDesk (calldesk) now is able to relate user’s problem to ICT-component’s status ServiceDesk (calldesk) username Username -> ResourceProfile detailed respons Lookup user’s resources status Business Service Console ResourceProfile 2 zoms411 svr1 vr1users rpr00767 AD 1 IIS intranet ISA 2 CoreZom1 CoreHag1 RtZom3 RtHag1 HagZom1 Sql A PABX B VoIP GW ResourceProfile 1 zoms601 svr7 vr7users vr7data rpr00203 AD 1 IIS intranet ISA 1 CRM CoreZom1 CoreHag2 RtZom3 RtHag1 HagZom1 PABX A VoIP GW

Menu in ResourceProfile screen provides direct access to related tasks in sub-systems or more detailed information CallDesk zoms601 svr7 vr7users vr7data rpr00203 AD 1 IIS intranet ISA 1 CRM CoreZom1 CoreHag2 RtZom3 RtHag1 HagZom1 PABX A VoIP GW Custom: Siemens NL GroupName: CEB COM -location DenHaag -servicehours 8:00 – 18:00 - …… ….. failure degraded normal H     Show T icket(s) Show Ticket H istory N ew Ticket A dd Call to Ticket Show Status Details ► Show Status Histor y e-mail to S ervicegroup e-mail to P rocessEngineer Show R esource Details Show All Resource U sers

Optimize Help Desk First Response Quality

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Optimize Help Desk First Response Quality