Ca Service Desk Demo Scenarios

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Ca Service Desk Demo Scenarios Presentation used at GITEX 08 from Emirates Computers

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  • Ca Service Desk Demo Scenarios

    1. 1. CA Unicenter Service Desk Product Demo
    2. 2. Agenda <ul><li>Scenario 1: the simplified Client Interface Screen </li></ul><ul><ul><li>Scenario Summary </li></ul></ul><ul><ul><li>Scenario Steps </li></ul></ul><ul><ul><li>Scenario Overview (Problem Understanding – Solution/Benefit) </li></ul></ul><ul><li>- Scenario 2: Quick Incident Resolution through the Analyst Screen </li></ul><ul><ul><li>Scenario Summary </li></ul></ul><ul><ul><li>Scenario Steps </li></ul></ul><ul><ul><li>Scenario Overview (Problem Understanding – Solution/Benefit) </li></ul></ul><ul><li>- Scenario 3: Effective Management of the Service Desk </li></ul><ul><ul><li>Scenario Summary </li></ul></ul><ul><ul><li>Scenario Steps </li></ul></ul><ul><ul><li>Scenario Overview (Problem Understanding – Solution/Benefit) </li></ul></ul>
    3. 3. SCENARIO 1: THE SIMPLIFIED CLIENT INTERFACE SERVICE DESK SCREEN <ul><li>SCENARIO 1 </li></ul>
    4. 4. Scenario 1- Summary Emirates Computers – Confidential © Copyrights Emirates Computers 2005 <ul><li>Targeted Audience: IT and Service Desk Managers </li></ul><ul><li>Approximate Duration: 10 Minutes </li></ul><ul><li>Client Problem: Rising Support Costs and low customer satisfaction </li></ul><ul><li>Objectives: Demonstrate CA Service Desk solution in providing efficient Incident and Problem Management which will reduce cost and provide improved help desk service for better customer satisfaction </li></ul><ul><li>Products Shown: CA Unicenter Service Desk r11.2 </li></ul>
    5. 5. Scenario 1 - Steps <ul><li>A Brief about the Self Service Employee Interface </li></ul><ul><li>A Client having a problem using the printer, tries the knowledge search , and finds a document showing the resolution steps. </li></ul><ul><ul><ul><li>Benefit: End User Self Service, improved agents efficiency (by reducing the number of calls logged) </li></ul></ul></ul><ul><li>Same Client having a problem accessing the company application, looks at the announcement area to find out that the resolution for this error is published </li></ul><ul><li>- Benefit: End user self service, faster incident resolution without submitting the incident to the helpdesk </li></ul><ul><li>4. Another Client having hardware problem, submits the incident by creating a new request (choosing category “Hardware”), later the client can follow up on the incident status </li></ul>
    6. 6. Scenario – 1 Snapshot Service Desk End-User View for self-service
    7. 7. How to Log Incidents // we can show only the web based interface Emirates Computers – Confidential © Copyrights Emirates Computers 2005 <ul><li>Web Based Interface // only this can be shown </li></ul><ul><ul><li>Choose the category: hardware, application </li></ul></ul><ul><li>By Email, ex. Send to [email_address] </li></ul><ul><li>Automatic logging of the incident </li></ul><ul><li>Integration with fax server </li></ul><ul><li>Telephone </li></ul>
    8. 8. The Problem … Emirates Computers – Confidential © Copyrights Emirates Computers 2005 <ul><li>Multiple disparate help desks </li></ul><ul><li>Incidents reported by phone only </li></ul><ul><li>Limited visibility to incident request status </li></ul><ul><li>Slow Response from help desk Support </li></ul>
    9. 9. The Problem … Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support <ul><li>Supervisor </li></ul><ul><li>Technicians </li></ul>Development Tech Support <ul><li>Supervisor </li></ul><ul><li>Technicians </li></ul><ul><li>Manager </li></ul><ul><li>Developers </li></ul>Networks & Servers Databases Applications <ul><li>Multiple disparate help desks </li></ul><ul><li>Recently acquired electronics subsidiary </li></ul><ul><li>Departmental help desks </li></ul>
    10. 10. The Problem … Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support <ul><li>Supervisor </li></ul><ul><li>Technicians </li></ul>Development Tech Support <ul><li>Supervisor </li></ul><ul><li>Technicians </li></ul><ul><li>Manager </li></ul><ul><li>Developers </li></ul>Networks & Servers Databases Applications Incidents reported by phone only <ul><li>Employees circumvent the help desk out of desperation for a resolution </li></ul><ul><li>Long call wait times </li></ul><ul><li>Low 1st call resolution </li></ul><ul><li>Limited visibility to incident request status </li></ul><ul><li>Slow Response from help desk </li></ul>
    11. 11. The Problem … Business Employees IT Operations Level 0 Support (Self-Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support <ul><li>Supervisor </li></ul><ul><li>Technicians </li></ul>Development Tech Support <ul><li>Supervisor </li></ul><ul><li>Technicians </li></ul><ul><li>Manager </li></ul><ul><li>Developers </li></ul>Networks & Servers Databases Applications <ul><li>No standard processes </li></ul><ul><li>Manual process </li></ul><ul><li>No escalation procedures </li></ul><ul><li>No coordination between help desks or across IT </li></ul>Most IT failures never reported to the help desk <ul><li>Frustrated employees </li></ul><ul><li>Long call wait times </li></ul><ul><li>Unable to resolve Incidents </li></ul>
    12. 12. The Solution – CA Unicenter Service Desk Business Employees IT Operations Service Desk Level 1 Support Level 2 Support Level 3 Support Tech Support Engineering CA CMDB Level 0 Support (Self-Service) Networks & Servers Databases Operations Manager Analysts Manager Supervisor Technicians Manager Developers Change Advisory Board Change Manager Service Desk
    13. 13. Benefits <ul><li>Reduce costs through self-service </li></ul><ul><ul><li>Self-help with knowledge search capabilities </li></ul></ul><ul><ul><li>Announcements </li></ul></ul><ul><ul><li>Reduce number of calls </li></ul></ul><ul><ul><li>save analysts time and </li></ul></ul><ul><ul><li>and let them focus </li></ul></ul><ul><ul><li>on the critical incidents </li></ul></ul><ul><ul><li>Automate problem resolution </li></ul></ul>Service Desk End-User View for self-service
    14. 14. QUICK INCIDENT RESOLUTION VIA THE ANALYST INTERFACE SERVICE DESK SCREEN <ul><li>SCENARIO 2: </li></ul>
    15. 15. Scenario 2 - Summary <ul><li>Targeted Audience: IT and Service Desk Managers and Service Desk Analysts </li></ul><ul><li>Approximate Duration: 10 Minutes </li></ul><ul><li>Client Problem: Excessive Time required for help desk analysts to get up to speed and resolve incidents </li></ul><ul><li>Objectives: Demonstrate CA Service Desk solution in providing efficient Incident Management, quick logging and resolution of Incidents, better understanding of client environments. </li></ul><ul><li>Products Shown: CA Unicenter Service Desk r11.2 </li></ul>
    16. 16. Scenario 2 - Steps <ul><li>A Brief about the Service Desk Analyst Web Interface </li></ul><ul><li>The analyst receives a phone call from end user in the HR Department, using Profile Browser, the analyst can get the following </li></ul><ul><ul><li>Details on client assets and environment </li></ul></ul><ul><ul><li>History of incidents </li></ul></ul><ul><ul><li>Contact details </li></ul></ul><ul><ul><li>Activities performed </li></ul></ul><ul><li>Knowing all the above can enable the analyst to quickly identify the incident details and can launch the incident quickly </li></ul><ul><li>Analysts can view all their pending and assigned incidents/problems and requests </li></ul>
    17. 17. Scenario 2 – Snapshot: Analyst Screen
    18. 18. Our understanding of a Support Environment Service Desk Calls Knowledge Database <ul><li>Centralized Knowledge Base </li></ul><ul><li>Knowledge-driven support </li></ul><ul><li>Consistent, correct answers to common problems </li></ul><ul><li>Online self-help </li></ul>Desktop Management Support Automation Change Management Incident Management Problem Management Root Cause <ul><li>Desktop & Server Mgmt. </li></ul><ul><li>Asset discovery and inventory </li></ul><ul><li>Remote control </li></ul><ul><li>Software & patch deployment </li></ul><ul><li>Protect against vulnerabilities </li></ul><ul><li>Automate system migrations </li></ul><ul><li>Incident & Problem Mgmt. </li></ul><ul><li>Detect & record </li></ul><ul><li>Classify, diagnose & resolve </li></ul><ul><li>Monitor, track & communicate </li></ul><ul><li>Analyze, develop & implement fixes </li></ul><ul><li>Close incident, problems, known errors & report </li></ul><ul><li>Change Management </li></ul><ul><li>Plan, prioritize, and categorize </li></ul><ul><li>Analyze impact </li></ul><ul><li>Manage authorizations </li></ul><ul><li>Manage implementation </li></ul><ul><li>Management Metrics </li></ul><ul><li>Near real-time performance indicators </li></ul><ul><li>Defined KPI’s </li></ul><ul><li>Drill down view of data </li></ul><ul><li>View business and operational information </li></ul>Management Metrics
    19. 19. EFFECTIVE MANAGEMENT OF THE SERVICE DESK <ul><li>SCENARIO 3 </li></ul>
    20. 20. Scenario 3 - Summary <ul><li>Targeted Audience: Service Desk Managers and IT Directors </li></ul><ul><li>Approximate Duration: 10 Minutes </li></ul><ul><li>Client Problem: Management has limited awareness of Service Desk Metrics (Productivity, pending incidents, SLA violated , etc) </li></ul><ul><li>Objectives: Demonstrate CA Service Desk Dashboard Solution in providing real-time consolidated reporting of key performance indicators of the helpdesk system </li></ul><ul><li>Products Shown: CA Unicenter Service Desk Dashboard </li></ul>
    21. 21. Scenario 3 - Steps <ul><li>A Brief about the Service Desk Dashboard Tabs and screens </li></ul><ul><li>An IT Director reviews the dashboard to get understanding of how is operation is performing. </li></ul><ul><li>Illustrating the Requests/Incidents/Problems tab and how real-time charts can be viewed </li></ul><ul><li>Show how to act of a graphic area, how to show all an-assigned incidents , and Drill-Down to service desk level , and view incident details ( its not just a graphic tool, you can zoom into incidents details from the dashboard ) </li></ul><ul><li>Knowing all the above can enable the IT Director to view all incidents that are about to violate SLAs, and to get near real-time information about the support environment </li></ul>
    22. 22. Scenario 3 – Snapshot: Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of incidents/requests/problems
    23. 23. Targeted Reporting Solutions <ul><li>Report Requirements </li></ul><ul><ul><li>Field Technician </li></ul></ul><ul><ul><li>Team Lead </li></ul></ul><ul><ul><li>Service Desk Manager </li></ul></ul><ul><ul><li>Service (SLA) Manager </li></ul></ul><ul><ul><li>Problem Manager </li></ul></ul><ul><ul><li>IT Manager / Director </li></ul></ul><ul><ul><li>Customer Reports </li></ul></ul><ul><li>Report Solutions </li></ul><ul><ul><li>Menu Reports </li></ul></ul><ul><ul><li>Scoreboard & Graphics </li></ul></ul><ul><ul><li>ITIL Reports: </li></ul></ul><ul><ul><ul><li>MS Access (75+) </li></ul></ul></ul><ul><ul><ul><li>Crystal </li></ul></ul></ul><ul><ul><li>Unicenter Dashboard </li></ul></ul>
    24. 24. Targeted Reporting Solutions Real-Time Offline Summary Detailed SLA Manager Service Desk Report Scoreboard Dashboard MS Access / Crystal Dashboard

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