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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
...
Call Statistics
Metric 2008 2009
Number of tickets (monthly) 330 350
Avg Time to Respond 25 min 15 min
Avg time to resolve...
Data Analysis
Recommendations
Thank You
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Transcript of "som project"

  1. 1. 7 Service Operations Management
  2. 2. Objective
  3. 3. IT Helpdesk
  4. 4. IT Organigram
  5. 5. Reasons of Service Failure
  6. 6. Why Helpdesk Software?
  7. 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. 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. 9. Data Analysis
  10. 10. Recommendations
  11. 11. Thank You
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