Bally Chohan IT Solution is an UK based IT agency that provides IT services such as Web Designing, Web Development, E-commerce Development etc.

1. To Ensure Your Business Success
Bally Chohan IT Solution
Bally Chohan IT Solution Service Desk

2. Service Request Severity Definitions
Use Help Desk to log SRs for all Severities
Severity Level 4
Severity Level 3
Severity Level 2
Severity Level 1
No Business Impact
Minor Business Impact
Serious Business Impact
Critical Business Impact
No loss of service or resources (Problems that can be rectified on Phone)
Minor loss of service or resources (PC / Thin Client / Printer problem]
Severe loss of service or resources w/o acceptable workaround (Server/Network problem)
Complete loss of service or resources regardless of environment and work cannot
reasonably continue - the work is considered “mission critical” (data corruption,
critical documented function unavailable, indefinite system hangs and repeated
system crashes causing unacceptable/indefinite delays for resources/responses)

3. SR Status Codes
• NEW New SR
• ASG Assigned to a Support Engineer
• WIP Work In Progress
• RVW Review
• 1CB 1st Callback
• 2CB 2nd Callback
• IRR Immediate Response Required
• INT Awaiting Internal Response
• WCP Waiting for User to apply Patch
• CUS Waiting on User
• SLP Sleep until User Available
• LMS Left Message
• SCL Soft Close
• HCL Hard Close
• 3LV Call transferred to 3rd Level
Support:
User:
Third Level:

4. Working Effectively with
Bally Chohan IT Solution

5. What Does a
Support Engineer Do?
• Works a queue of current user issues in a variety of
statuses
• Provides resolutions and / or workarounds
• Responds to new incoming SRs.
• Acts as liaison between user and Infrastructure team
• Contributes to Knowledge base content

6. Best PracticesLessons learned from our users…
• Shared ownership in resolving the issue
• Quality and quantity of communication
• Joint planning on problem resolution

7. Each Environment is Unique!
• Always test solutions BEFORE introducing them
into live environment.
• The data, software and hardware configurations,
patch combinations, and integration points are
different for every location.
• We depend on our users to manage their
environments and help us understand them.
• Users control the quality and quantity of
information about their environment

8. Communicating the Issue
• Clear problem statement: Cause & Effect
– All known facts
– Is the issue reproducible?
– Detailed history of environment and changes
• Answer all Template questions
• Review our knowledge base on HELP DESK
– Top Tech Docs
– Forums
• Contact Support – Service Desk
A problem well stated is a problem half solved

9. UKLII SERVICE DESK
• Problem / Solution SR
• Standard Approach to problem solving
– Identify the Issue
– Determine a Cause
– Identify Effective Solutions
– Identify the Best Solution
• Provides a single consistent approach to
solving reported problems
• Service Desk: +91 11 xxx xxxx

10. Benefits of SERVICE DESK

11. Successful Communication
• Minimize SR „tag‟ or „pinging‟
• Documentation is essential
• Answer all questions
• Action plans after each update and define who
owns each action
• Monitor changes in SR status and severity
• Escalate concerns via the Escalation
process

12. Escalations
Bringing Management Attention
to your Service Request

13. Raising Severity vs. Escalations
Escalating an issue brings more management
attention to it, and when appropriate, more resources.
This does not automatically mean that the severity
level of the SR will be changed.
If the severity level of the SR becomes inappropriate
over time, it may be raised by mutual agreement
between the Support Engineer and the User.

14. Escalations
• Encounter critical roadblocks
• Communicate business issues to managers
within IT Support
• Dissatisfied with resolution or response
• Escalate issues in a timely manner
• Quality of escalation criteria is key:
– Project deadlines?
– Lost Revenue?
– Government reporting?
– Users at your door

15. Escalation Process
Support Representative
Second Level
Third Level
CIO
User
Visit us
http://www.ballychohan.com

16. Summary
• Understand Support Terminology
• Know Severity Level Definitions
• Access HELP DESK!!
• Run Diagnostic Tests
• Use Bally Chohan Service Desk Support
• Communicate the issue effectively
• Implement the Escalation Process when
necessary