Bestpractices

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  • Peregrine Systems is the leading provider of Infrastructure Resource Management, Employee Self Service and e-Business connectivity solutions that help to ensure reliability, productivity and cost effectiveness of organizational infrastructure. Peregrine provides Infrastructure Management solutions to organizations that permit them to manage the availability and cost of their technology, facilities and transportation infrastructure. Peregrine also provides employee self service weblications to allow an employee in the organization to get what they need to get their job done. By integrating employee self service weblications, such as e-procurement, with total lifecycle Infrastructure Management and e-business transaction exchange, Peregrine solutions empower organizations to make better and faster business decisions. In a world moving toward 24 -hour global commerce, Infrastructure Management coupled with employee self service and e-Business transaction exchange is a key to competitive success. .
  • Peregrine Systems is the leading provider of Infrastructure Resource Management, Employee Self Service and e-Business connectivity solutions that help to ensure reliability, productivity and cost effectiveness of organizational infrastructure. Peregrine provides Infrastructure Management solutions to organizations that permit them to manage the availability and cost of their technology, facilities and transportation infrastructure. Peregrine also provides employee self service weblications to allow an employee in the organization to get what they need to get their job done. By integrating employee self service weblications, such as e-procurement, with total lifecycle Infrastructure Management and e-business transaction exchange, Peregrine solutions empower organizations to make better and faster business decisions. In a world moving toward 24 -hour global commerce, Infrastructure Management coupled with employee self service and e-Business transaction exchange is a key to competitive success. .
  • Matt: The major problem in IT service management is the low understanding of an organization’s infrastructure. The infrastructure incorporates all assets within the organization including: Hardware: Laptops, monitors, keyboards, PDA devices, servers, routers, router hubs, and even cables and lines connecting these devices. Software: All applications including desktop applications enterprise and e-business applications. Asset data: such as user name location, asset tags - things we attach to assets to recognize. A low understanding of the infrastructure will intern decrease: IT staff productivity – If the IT staff does not know where, who or what then they cannot possibly successfully service the customer which will decrease - Employee productivity – If the employee does not have the resources to perform their everyday activities then they become inefficient – causing customer satisfaction to plummet while abandoning Service Level Agreements. Decrease in customer satisfaction will create a break in IT service management causing customers to use other patches and venues to ensure their resources are available to attempt to continue to be productive. Once this happens you have lost control of your infrastructure assets, IT Staff, Employees, and will intern decrease efficiency of your organization as a whole and will promptly increase costs . Do you have anything to add Ron? Ron -Comment
  • Non integrated solutions create a disconnect in IT service management. IT service management organizations thrive on the ability to have resources at their finger tips. Non integrated solutions create silos, not only in the IT infrastructure, but in the organization as a whole. Point solutions are good on a departmental basis enabling groups within the IT service management organization to view and service the resources each group must maintain. The ability to monitor and maintain desktops and their applications in the first silo, the ability to monitor and maintain network systems in the the second silo, and the ability to handle customer requests and service all of the above in the third silo. These point solutions are great in their own realm and can definitely ensure the support for each silo on a high level of confidence within their own respective group. However this is where the disconnect becomes visible to the organization as a whole creating the inability to proactively manage the IT infrastructure. User expects support desk to know what equipment was dispensed to them. Users call the help desk - 3.5 times a month. Technicians do not have access to or not equipped with knowledge of the IT environment to do their jobs Flight pattern analogy - being equipped with various flight info The intent of enterprise IT service management is to utilize all these silo and groups and their respective solutions to create a cohesive service management team.
  • Historically organizations have arranged themselves in silo Reasons: Here are the three silo represented in the previous slide. The first silo is the desktop silo, the second is the network silo, and the third is the service desk silo. Below each of the silos are the respective tools used to maintain, manage and service each of the silos. The problem is that each group needs to interact with one an other to maximize the use of these organizations or better yet these groups need converge to create a service management team. Silos create a disconnect through many ways 1. Duplication of work conducted by IT staff 2. Loss of productivity of IT service management team 3. Loss of understanding of IT infrastructure and the assets included in the infrastructure 4. Creates the inability to proactively monitor and maintain systems and hardware while losing the ability to service your customers in an efficient manner. 5. Failure to meet and finally abandonment of Service level agreements 6. Decreases opportunity to close call on initial contact of the customer.
  • The real benefit of understanding the infrastructure is included in the ability to ensure availability of resources through service management. Meaning first call resolution. If you cannot resolve a majority of the customer issues on the first call then the IT staff has become inefficient. Follow calls, Customer satisfaction
  • Understanding of the IT infrastructure
  • Peregrine Enterprise IT Service Management solution incorporates industry best practices and utilizes years of expertise working with leading enterprise customers to create a best of breed set of workflows enabling organizations to optimize their competitive advantage. Utilizing Peregrines ServiceCenter and InfraTools will enable IT support organizations to better understand and proactively manage the IT infrastructure all in one unique location giving ultimate power to the service representative. Giving the service Rep the ability to view, update, and maintain all areas of an IT service organization, coupled with self healing and self support solutions will greatly increase the return on resources allowing for an optimization of customer service and internal resources.
  • Bestpractices

    1. 1. Best Practices for Problem Resolution Presented by: Matthew French Product Manager, IT Solutions - Peregrine Systems Ron Muns Founder & CEO - Help Desk Institute
    2. 2. Peregrine Systems - Overview <ul><li>Key Facts: </li></ul><ul><li>Since 1984 </li></ul><ul><li>Over 2,500 people </li></ul><ul><li>Growing 75+% year over year </li></ul><ul><li>First in analyst ratings for products </li></ul><ul><li>Over 44,000 customers </li></ul>Peregrine Offices San Diego Chicago Atlanta Houston London Paris Copenhagen Amsterdam Washington New York Sydney Singapore Milan Philadelphia Huntsville Winnipeg Tokyo Cape Town & Johannesburg (CCH) Sao Paulo Boston Dallas Stockholm Frankfurt Eugene Toronto Tulsa Mexico City Karlsruhe Manchester SF Bay Area Ann Arbor
    3. 3. <ul><li>Leading provider of Infrastructure Management </li></ul><ul><ul><li>Resource Management </li></ul></ul><ul><ul><li>Employee Self Service </li></ul></ul><ul><ul><li>e-Business Connectivity Solutions </li></ul></ul><ul><li>Ensures organizational infrastructure </li></ul><ul><ul><li>Reliability </li></ul></ul><ul><ul><li>Productivity </li></ul></ul><ul><ul><li>Cost effectiveness </li></ul></ul><ul><li>The key to organizational competitive success </li></ul>Peregrine Systems - Overview
    4. 4. <ul><li>Leading customer support professionals worldwide </li></ul><ul><li>World’s largest association of support professionals </li></ul><ul><li>7,500 members (~5,000 in North America) </li></ul><ul><li>Setting certification standards for individuals and sites </li></ul><ul><li>Industry leading annual conference (March 18-21, 2001, New Orleans)…Be There! </li></ul><ul><li>Training, publish SupportWorld Member magazine </li></ul><ul><li>Research, benchmarking, and peer networking </li></ul><ul><li>50+ local chapters in North America </li></ul><ul><li>Open and “member centric” </li></ul>Help Desk Institute - Overview
    5. 5. HDI Offices                                                                             
    6. 6. <ul><li>Industry Trends and key issues related to achieving excellence in problem resolution </li></ul><ul><li>Challenges in obtaining Best Practices in Problem Resolution </li></ul><ul><li>Best Practices in Problem Resolution </li></ul><ul><li>Conclusion </li></ul><ul><li>Contact information </li></ul>Agenda
    7. 7. <ul><li>Elimination of need for contacting the Support Center </li></ul><ul><ul><li>Self Healing Technologies </li></ul></ul><ul><ul><li>Self Help Technologies with quick link to easy to use knowledge databases </li></ul></ul><ul><li>Chat/video/voice internet connectivity to Help Desk </li></ul><ul><li>Automated ticket logging/xfer of information </li></ul><ul><li>Software distribution with central control </li></ul><ul><li>Greater integration technologies </li></ul>Industry Trends (1 of 2)
    8. 8. Industry Trends (2 of 2) <ul><li>Greater integration of processes </li></ul><ul><ul><li>Asset life cycle </li></ul></ul><ul><ul><li>Problem/Change management </li></ul></ul><ul><ul><li>Monitoring performance </li></ul></ul><ul><ul><li>Root cause analysis </li></ul></ul><ul><ul><li>Customer satisfaction </li></ul></ul><ul><li>Rise in cultural position of support </li></ul>
    9. 9. Issues/suggestions to improve Problem Resolution (1 of 3) <ul><li>Situation knowledge </li></ul><ul><ul><li>Customer/workstation environment </li></ul></ul><ul><ul><li>Network/connectivity </li></ul></ul><ul><ul><li>Heuristics associated with problem </li></ul></ul><ul><li>Access to problem solving tools (I.e. symptom/solutions databases) </li></ul><ul><li>Remote control technologies </li></ul><ul><ul><li>Observe and record </li></ul></ul><ul><ul><li>Control and change </li></ul></ul><ul><ul><li>Must be sensitive to security issues </li></ul></ul>
    10. 10. Issues/suggestions to improve Problem Resolution (2 of 3) <ul><li>Customers sometime know more than we do </li></ul><ul><li>Establishment of expectations </li></ul><ul><ul><li>Service level agreements </li></ul></ul><ul><ul><li>Support commitments (may not be SLA’s) </li></ul></ul><ul><ul><li>Customer’s understanding of resolution process </li></ul></ul><ul><li>Establishing resolution priorities </li></ul>
    11. 11. Issues/suggestions to improve Problem Resolution (3 of 3) <ul><li>Standards to consider: </li></ul><ul><ul><li>Site Certification (i.e.,Certified Support Center) </li></ul></ul><ul><ul><li>Individual Certification (i.e., HDA  ) </li></ul></ul><ul><ul><li>Process Standards (i.e., ITIL) </li></ul></ul>
    12. 12. Challenges in obtaining Best Practices in Problem Resolution <ul><li>Organizations do not understand their IT infrastructure </li></ul><ul><ul><li>Situation knowledge </li></ul></ul><ul><li>Point Solutions creating organizational silos </li></ul><ul><li>Inability to resolve calls on first contact </li></ul>
    13. 13. Increase in: Costs & Ineffectiveness of Organization Assets Staff Productivity Employee Productivity Employee Satisfaction Understanding of Infrastructure $
    14. 14. Challenges in obtaining Best Practices in Problem Resolution <ul><li>Organizations do not understand their IT infrastructure </li></ul><ul><ul><li>Situation knowledge </li></ul></ul><ul><ul><li>Results in inability to provide reliable service to users </li></ul></ul><ul><ul><ul><li>Technical staff asks redundant questions to identify cause of problems </li></ul></ul></ul><ul><ul><ul><li>Inability to provide time efficient support </li></ul></ul></ul><ul><ul><ul><li>Inability to proactively analyze and diagnose </li></ul></ul></ul><ul><ul><li>Cost of providing support services increases </li></ul></ul><ul><ul><ul><li>Inefficient allocation of support resources and equipment </li></ul></ul></ul>
    15. 15. Challenges in obtaining Best Practices in Problem Resolution <ul><li>Non-integrated solutions </li></ul><ul><ul><li>Lack of sharing information across departments </li></ul></ul><ul><ul><li>Creation of Silos in IT infrastructure </li></ul></ul><ul><ul><li>Point solutions </li></ul></ul><ul><ul><ul><li>Desktop management </li></ul></ul></ul><ul><ul><ul><li>Network systems management </li></ul></ul></ul><ul><ul><ul><li>Service desk </li></ul></ul></ul><ul><ul><li>Inability to proactively manage IT infrastructure </li></ul></ul>
    16. 16. Challenges in obtaining Best Practices in Problem Resolution Network Network Monitoring Tools Service Desk Service Desk Silo Network Silo Desktop Silo Desktop Management Tools End-User End-User Data Center Service Desk Application Servers Web Servers
    17. 17. <ul><li>Inability to resolve calls on first contact </li></ul><ul><ul><li>Inefficient use of resources </li></ul></ul><ul><ul><ul><li>Lack of asset/configuration data </li></ul></ul></ul><ul><ul><li>Loss of productivity of staff </li></ul></ul><ul><ul><li>Loss of productivity of customer </li></ul></ul><ul><ul><li>Decrease in customer satisfaction </li></ul></ul><ul><ul><li>Increase in call resolution time </li></ul></ul><ul><ul><li>Abandonment of Service Level Agreements </li></ul></ul><ul><ul><li>Increase in costs </li></ul></ul>Challenges in obtaining Best Practices in Problem Resolution
    18. 18. Best Practices in Problem Resolution <ul><li>Inventory/Configuration Management helps organizations understand their IT infrastructure </li></ul><ul><ul><li>The foundation of effective IT service management </li></ul></ul><ul><ul><ul><li>Detailed information about resources and their relationships </li></ul></ul></ul><ul><ul><ul><li>Current and accurate information of the IT infrastructure </li></ul></ul></ul><ul><ul><ul><ul><li>Promotes better decision-making </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Increases opportunity for first call resolution </li></ul></ul></ul></ul><ul><ul><li>Situation knowledge </li></ul></ul>
    19. 19. Best Practices in Problem Resolution Network Network Monitoring Tools Service Desk Inventory/Configuration Management Desktop Management Tools End-User End-User Data Center Service Desk Application Servers Web Servers
    20. 20. Best Practices in Problem Resolution Network Network Monitoring Tools Service Desk Inventory/Configuration Management Desktop Management Tools End-User End-User Data Center Service Desk Application Servers Web Servers
    21. 21. <ul><li>Resolve call on first contact - Best Practices </li></ul><ul><ul><li>Efficient use of resources </li></ul></ul><ul><ul><ul><li>Empower Tier 1 technician to diagnose and resolve </li></ul></ul></ul><ul><ul><ul><ul><li>Utilization of all infrastructure management tools by a single technician </li></ul></ul></ul></ul><ul><ul><ul><li>Utilization of asset/configuration data </li></ul></ul></ul><ul><ul><li>Decrease call resolution time </li></ul></ul><ul><ul><li>Ensure Service Level Agreements are met </li></ul></ul><ul><ul><li>Ensure customer productivity </li></ul></ul><ul><ul><li>Increase in customer satisfaction level </li></ul></ul><ul><ul><li>Increase in IT staff efficiency </li></ul></ul><ul><ul><li>Increase in IT staff moral </li></ul></ul>Best Practices in Problem Resolution
    22. 22. <ul><li>Resolve call on first contact - Best Practices </li></ul><ul><ul><li>Incident Management/Problem Management </li></ul></ul><ul><ul><ul><li>Search of Knowledge Base/ Relate current know errors </li></ul></ul></ul><ul><ul><ul><li>Root-Cause Analysis </li></ul></ul></ul><ul><ul><ul><ul><li>Utilization of system/network monitoring tools </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Graphical view of system/network and relationships </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Insurance of system/network availability </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li>Desktop management tools </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Understanding of desktop inventory configuration </li></ul></ul></ul></ul></ul>Best Practices in Problem Resolution
    23. 23. <ul><li>Resolve call on first contact - Best Practices </li></ul><ul><ul><li>Incident resolution </li></ul></ul><ul><ul><ul><li>Remote diagnosis and resolution </li></ul></ul></ul><ul><ul><ul><ul><li>InfraTools Remote Control </li></ul></ul></ul></ul><ul><ul><ul><li>Initiate or conduct Change Management </li></ul></ul></ul><ul><ul><ul><ul><li>Documentation of change process </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Documentation of inventory/configuration of assets </li></ul></ul></ul></ul><ul><ul><li>Updating of Inventory/Configuration </li></ul></ul><ul><ul><li>Service Level Agreement continuity </li></ul></ul>Best Practices in Problem Resolution
    24. 24. Best Practices in Problem Resolution Desktop Management Tools Network Network Monitoring Tools Service Desk Inventory/Configuration Management End-User End-User Data Center Service Desk Application Servers Web Servers
    25. 25. Best Practices in Problem Resolution Desktop Management Tools Network Network Monitoring Tools Service Desk Inventory/Configuration Management Level-1 Root Cause Analysis End-User End-User Data Center Service Desk Application Servers Web Servers
    26. 26. Best Practices in Problem Resolution Desktop Management Tools Network Network Monitoring Tools Service Desk Inventory/Configuration Management Level-1 Root Cause Analysis End-User End-User Data Center Service Desk Application Servers Web Servers
    27. 27. Best Practices in Problem Resolution Network Network Monitoring Tools Service Desk Inventory/Configuration Management Level-1 Root Cause Analysis Remote Control Desktop Management Tools End-User End-User Data Center Service Desk Application Servers Web Servers
    28. 28. Best Practices in Problem Resolution Understanding the infrastructure Integrated solutions Resolve call on first contact <ul><li>Inventory Configuration Management </li></ul><ul><li>Desktop Discovery </li></ul><ul><li>Network Discovery </li></ul><ul><li>Incident Management </li></ul><ul><li>Problem Management Root Cause </li></ul><ul><li>Change Management </li></ul><ul><li>Inventory Configuration Management </li></ul><ul><li>Network Discovery </li></ul><ul><li>Desktop Discovery </li></ul><ul><li>Remote Control </li></ul><ul><li>Get.It! </li></ul><ul><li>3rd party </li></ul><ul><li>All of the above </li></ul><ul><li>Remote Control for diagnosis and </li></ul><ul><li>resolution </li></ul>ServiceCenter InfraTools ServiceCenter InfraTools Self Support Self Healing ServiceCenter InfraTools
    29. 29. Conclusion <ul><li>Understand and proactively manage the IT infrastructure </li></ul><ul><li>Ultimate power to a unified IT service staff </li></ul><ul><li>Self-healing and self-support solutions </li></ul><ul><li>Optimization of internal resources </li></ul><ul><ul><li>Abiding to SLA’s </li></ul></ul><ul><ul><li>Customer service </li></ul></ul><ul><ul><li>ROI </li></ul></ul><ul><li>Rise in cultural position of support </li></ul><ul><li>Increase of competitive advantage </li></ul>
    30. 30. <ul><li>Help Desk Institute </li></ul><ul><ul><li>Would love to see you at www.thinkhdi.com and </li></ul></ul><ul><ul><li>@ our industry leading annual conference, April 14-17, 2002 at the Opryland Hotel in Florida </li></ul></ul>Conclusion
    31. 31. <ul><li>Matthew French </li></ul><ul><li>Peregrine Systems, </li></ul><ul><li>Product Manager, IT Solutions </li></ul><ul><li>www.peregrine.com </li></ul><ul><li>[email_address] </li></ul><ul><li>Ron Muns </li></ul><ul><li> Help Desk Institute </li></ul><ul><li>Founder & CEO </li></ul><ul><li> www.thinkhdi.com </li></ul><ul><li>[email_address] </li></ul>Contact Information

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