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Running an Efficient Service Desk


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This session will explore how to leverage Service Desk configurations in Autotask to gain insight, improve efficiency, and drive improved metrics and reporting. Join Autotask power user, Lee Evans, Managing Director of Vital, to learn how you can improve and optimize your present Autotask configuration and workflow.

[Presenter: Rene Verhagen & Manfred van der Sluijs, Netserve BV]

Published in: Technology, Business
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Running an Efficient Service Desk

  1. 1. Running an Efficient Service Desk by René Verhagen and Manfred van der Sluijs
  2. 2. Agenda       Introduction NetServe Our Service Desk How we use Autotask Smart features (at least we think they are smart..) Recap Question and Answer
  3. 3. René CEO - NetServe Founder Certified Consulting Partner NetServe BV Introduction Manfred Manager Operations - NetServe AutoTask Administrator Certified Consulting Partner
  4. 4. About NetServe        NetServe BV | The Netherlands | Rotterdam Area Founded in 1997, MSP since 2008 Services-only Annual turnover EUR 1M MSP contracts cover 85% of running costs Autotask customer since July 2009 N-Able customer since July 2010
  5. 5. Our Service Desk General Service Desk • Primary Service Desk • Contract customers • Break-Fix customers Co-managed Service Desk • NetServe acts as the primary responsible Service Desk • Customer uses Taskfire Co-Managed Service Desk • Customer acts as the primary responsible Service Desk • Customer uses Taskfire
  6. 6. Our Services Desk (cont’d)  Two dedicated technical engineers  All engineers are ITIL foundation V2 / V3 certified  NetServe Service Desk Processes are ITIL based: * Incident Management * Change Management * Release Management * Configuration Management  ITIL does not dictate Service Desk processes, but offers best practices.
  7. 7. Service Desk, according to ITIL  “The Service Desk acts as the central point of contact between service providers and users on a day to day basis.”  “It is also a focal point for reporting incidents and for service requests.”  “It can also provide an interface, for other service management activities. (such as problem, configuration, release and continuity management)” source:
  8. 8. Autotask helping us getting organized
  9. 9. Typical Reactive Ticket Workflow
  10. 10. Typical Proactive Ticket Workflow
  11. 11. Functionality that helps us run our Service Desk  Email to ticket parser from  Workflow Rules to notify and move tickets through the process  Recurring Tickets
  12. 12. Functionality that helps us run our Service Desk  Internal & External Reporting  We use a combination Live Reports and Pivot Tables (Excel)  Extensive use of scheduled reports  Integration with N-Able for: - Monitoring Alerts - Keeping our CMDB up to date (Discovery Wizard)  Configuration Management is extremely important to us. Without solid information from it we would be blind!
  13. 13. Examples of our internal reporting
  14. 14. Examples of our reporting
  15. 15. Smart Features that improve efficiency  Reports for Company Owners to prepare for any kind of customer facing action.  It gives them a brief overview of all performed actions for that particular customer  Details can be revealed by clicking on the ticket title
  16. 16. Smart Features that improve efficiency  Email notifications when worked hours exceed set threshold.  Notification (email) when worked hours > 2  We contact the customer upon notification to discuss the situation and the expected time needed to solve the issue  This prevents discussions with the customer at the time of invoicing
  17. 17. Smart Features that improve efficiency  Daily scheduled report for tickets with status “waiting customer” and “waiting vendor” and last activity > x days.  Customers and vendors in this list will be reminded to prevent delay in the resolution of the issue.
  18. 18. Smart Features that improve efficiency  Currently we use a third party dashboard tool (developed by a dutch Autotask customer)  It gives us an overview of daily metrics like amount of received tickets, amount of closed tickets, average duration, etc.  Autotask recently developed their own dashboard service. (for more information contact your Autotask rep)
  19. 19. Smart Features that improve efficiency  Smart filters on our email-to ticket gateway.
  20. 20. Smart Features that improve efficiency  We make extensive use of the Outlook add-in to create  Tickets from emails  Ticket notes from emails  Project notes from emails
  21. 21. Smart Features that improve efficiency  We have setup an audible alarm in our Service Desk to get the immediate attention of the engineers in certain events.
  22. 22. Improvements that we are working on  Even in the system of a CCP is room for improvement  A few of the improvements we are working on:  Developing a smarter way to deal with the “note added” status  Implementing “ticket created notification” and survey upon completing tickets  Invoicing from Autotask using Invoice Templates (October Release)