Optimize Help Desk First Response Quality

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How a ICT-resource MetaData system can improve ICT Service delivery.

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Optimize Help Desk First Response Quality

  1. 1. Optimize ServiceDesk First Response Quality <ul><li>User will contact ServiceDesk for </li></ul><ul><ul><li>Request </li></ul></ul><ul><ul><li>Help-on-usage </li></ul></ul><ul><ul><li>Help-on-failure </li></ul></ul><ul><ul><li>Request: </li></ul></ul><ul><ul><li>???? </li></ul></ul><ul><ul><li>Help-on-usage: </li></ul></ul><ul><ul><li>Quality effected by ServiceDesk’s knowledge of the application / GUI </li></ul></ul><ul><ul><li>Help-on-failure: </li></ul></ul><ul><ul><li>Quality effected by ServiceDesk’s information on underlaying ICT-components </li></ul></ul>
  2. 2. Different point of view for Service-demand and Service-delivery <ul><li>User’s point of view is the application’s GUI </li></ul><ul><li>ICT-ServiceGroup point of view is the ICT-component </li></ul><ul><li>Each ICT-component type is serviced by separate ServiceGroup. </li></ul><ul><li>Aplications are build on series of individual ICT-components: </li></ul><ul><li>* DeskTop </li></ul><ul><li>* GUI </li></ul><ul><li>* LAN </li></ul><ul><li>* WAN </li></ul><ul><li>* Server </li></ul><ul><li>* DataBase </li></ul><ul><li>* Application </li></ul>
  3. 3. Different point of view on IT for Service-demand and Service-delivery <ul><li>ServiceDesk must relate user’s complaint to relevant ICT-ServiceGroup </li></ul><ul><li>Provide ServiceDesk with logical view on: </li></ul><ul><li>* all individual ICT-components user works with </li></ul><ul><li>* individual ICT-components user needs for application ABC * actual status of these ICT-components </li></ul><ul><li>* outstanding calls on ICT-components </li></ul><ul><li>ServiceDesk is able to: </li></ul><ul><li>* relate known disruptions to user’s complaint </li></ul><ul><li>* relate user’s complaint to ICT-component (=ICT-ServiceGroup) </li></ul><ul><li>* add user’s complaint to existing troubletickets </li></ul>
  4. 4. Help-on-Failure: ServiceDesk should have detailed information on user’s resources ServiceDesk (calldesk) username Username -> ResourceProfile detailed respons Lookup user’s resources status Business Service Console Actual Status Resources Profile Y Actual Status Resources Profile X
  5. 5. Different point of view on ICT ICT-users organized by role / location: * Production location ABC * Production location XYZ * Sales * Finance * Service * Logistics ICT-Service organized by competence: * Windows Server * Network * Telco / VoIP * Windows ActiveDirectory * Backup * Software Distribution * InternetProxy * Exchange * WebServer * SAP * PeopleSoft
  6. 6. Each ICT-ServiceGroup can (and should) have its own tool to monitor resources within their competence. LAN / WAN eHealth Microsoft MOM Business Applications ? ? ? SAP Solution Manager HiPath Manager Telecom
  7. 7. All tools exports monitored resources and their status to central virtualisation layer. eHealth MOM SAP Solution Manager HiPath Manager <ul><li>Telecom </li></ul><ul><li>resources </li></ul><ul><li>PABX A </li></ul><ul><li>PABX B </li></ul><ul><li>VoIP GW </li></ul><ul><li>etc </li></ul><ul><li>SAP </li></ul><ul><li>Applications </li></ul><ul><li>Spiridon </li></ul><ul><li>CRM </li></ul><ul><li>Microsoft </li></ul><ul><li>Applications </li></ul><ul><li>Sql A </li></ul><ul><li>Sql B </li></ul><ul><li>IIS intranet </li></ul><ul><li>IIS com </li></ul><ul><li>IIS internet </li></ul><ul><li>ISA 1 </li></ul><ul><li>ISA 2 </li></ul><ul><li>AD 1 </li></ul><ul><li>AD 2 </li></ul><ul><li>Printer </li></ul><ul><li>Queues </li></ul><ul><li>Rpr00767 </li></ul><ul><li>Rpr00203 </li></ul><ul><li>rpr00101 </li></ul><ul><li>WAN </li></ul><ul><li>Links </li></ul><ul><li>HagZom1 </li></ul><ul><li>HagZom2 </li></ul><ul><li>ZomInet1 </li></ul><ul><li>HagInet2 </li></ul><ul><li>ZomAss </li></ul><ul><li>SNX1 </li></ul><ul><li>SNX2 </li></ul><ul><li>FURTH1 </li></ul><ul><li>FURTH2 </li></ul><ul><li>LAN </li></ul><ul><li>Devices </li></ul><ul><li>CoreZom1 </li></ul><ul><li>CoreZom2 </li></ul><ul><li>CoreHag1 </li></ul><ul><li>CoreHag2 </li></ul><ul><li>RtZom1 </li></ul><ul><li>RtZom2 </li></ul><ul><li>RtZom3 </li></ul><ul><li>RtHag1 </li></ul><ul><li>RtEhv1 </li></ul><ul><li>RtHGO1 </li></ul><ul><li>RtSNX1 </li></ul><ul><li>Windows </li></ul><ul><li>Servers </li></ul><ul><li>zoms601 </li></ul><ul><li>zoms411 </li></ul><ul><li>hags104 </li></ul><ul><li>zoms633a </li></ul><ul><li>ehvs101 </li></ul><ul><li>ehvs102 </li></ul><ul><li>hgo103 </li></ul><ul><li>svr1 </li></ul><ul><li>svr7 </li></ul><ul><li>FileShares </li></ul><ul><li>vr1users </li></ul><ul><li>vr7data1 </li></ul>OSD /CallDesk CallDesk gets status information as experienced by users
  8. 8. Process Engineers create a set of relevant resources as used by a particular group of users (ResourceProfile) <ul><li>PABX A </li></ul><ul><li>PABX B </li></ul><ul><li>VoIP GW </li></ul><ul><li>etc </li></ul><ul><li>Spiridon </li></ul><ul><li>CRM </li></ul><ul><li>zoms601 </li></ul><ul><li>zoms411 </li></ul><ul><li>hags104 </li></ul><ul><li>zoms633a </li></ul><ul><li>ehvs101 </li></ul><ul><li>ehvs102 </li></ul><ul><li>hgo103 </li></ul><ul><li>svr1 </li></ul><ul><li>svr7 </li></ul><ul><li>vr1users </li></ul><ul><li>vr7data1 </li></ul><ul><li>Sql A </li></ul><ul><li>Sql B </li></ul><ul><li>IIS intranet </li></ul><ul><li>IIS com </li></ul><ul><li>IIS internet </li></ul><ul><li>ISA 1 </li></ul><ul><li>ISA 2 </li></ul><ul><li>AD 1 </li></ul><ul><li>AD 2 </li></ul><ul><li>rpr00767 </li></ul><ul><li>rpr00203 </li></ul><ul><li>rpr00101 </li></ul><ul><li>HagZom1 </li></ul><ul><li>HagZom2 </li></ul><ul><li>ZomInet1 </li></ul><ul><li>HagInet2 </li></ul><ul><li>ZomAss </li></ul><ul><li>SNX1 </li></ul><ul><li>SNX2 </li></ul><ul><li>FURTH1 </li></ul><ul><li>FURTH2 </li></ul><ul><li>CoreZom1 </li></ul><ul><li>CoreZom2 </li></ul><ul><li>CoreHag1 </li></ul><ul><li>CoreHag2 </li></ul><ul><li>RtZom1 </li></ul><ul><li>RtZom2 </li></ul><ul><li>RtZom3 </li></ul><ul><li>RtHag1 </li></ul><ul><li>RtEhv1 </li></ul><ul><li>RtHGO1 </li></ul><ul><li>RtSNX1 </li></ul>WAN Links Printer Queues LAN Devices FileShares Windows Servers Microsoft Applications SAP Applications Telecom Resources All Resources Pool CoreZom1 ProcessEngineer: has knowledge about customer’s BusinesProcesses ResourceProfile 1 zoms601 svr7 vr7users vr7data rpr00203 AD 1 IIS intranet ISA 1 CRM CoreZom1 CoreHag2 RtZom3 RtHag1 HagZom1 PABX A VoIP GW ResourceProfile 2 zoms411 svr1 vr1users rpr00767 AD 1 IIS intranet ISA 2 CoreZom1 CoreHag1 RtZom3 RtHag1 HagZom1 Sql A PABX B VoIP GW
  9. 9. ServiceDesk (calldesk) now is able to relate user’s problem to ICT-component’s status ServiceDesk (calldesk) username Username -> ResourceProfile detailed respons Lookup user’s resources status Business Service Console ResourceProfile 2 zoms411 svr1 vr1users rpr00767 AD 1 IIS intranet ISA 2 CoreZom1 CoreHag1 RtZom3 RtHag1 HagZom1 Sql A PABX B VoIP GW ResourceProfile 1 zoms601 svr7 vr7users vr7data rpr00203 AD 1 IIS intranet ISA 1 CRM CoreZom1 CoreHag2 RtZom3 RtHag1 HagZom1 PABX A VoIP GW
  10. 10. Menu in ResourceProfile screen provides direct access to related tasks in sub-systems or more detailed information CallDesk zoms601 svr7 vr7users vr7data rpr00203 AD 1 IIS intranet ISA 1 CRM CoreZom1 CoreHag2 RtZom3 RtHag1 HagZom1 PABX A VoIP GW Custom: Siemens NL GroupName: CEB COM -location DenHaag -servicehours 8:00 – 18:00 - …… ….. failure degraded normal H     Show T icket(s) Show Ticket H istory N ew Ticket A dd Call to Ticket Show Status Details ► Show Status Histor y e-mail to S ervicegroup e-mail to P rocessEngineer Show R esource Details Show All Resource U sers

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