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LTRS 2013 - Ticketsystem & Servicedesk für Microsoft SharePoint - Locatech

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LTRS 2013 – Ticketsystem/Servicedesk

Das beliebte SharePoint-Produkt für SharePoint 2013 mit vielen Neuerungen und Erweiterungen:

Strukturierte Bearbeitung von Anfragen/Supportfällen auf Basis Microsoft SharePoint nach ITIL
Abbildung Standardvorfälle inkl. Workflows/ Benachrichtigungen
Formular/E-Mail-Unterstützung
Zusammenfassung von Vorgang und Kommunikation
Suche/Filterung/Wiederfinden ähnlicher Supportfälle
Auswertungen/persönliche Reports

Published in: Technology
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LTRS 2013 - Ticketsystem & Servicedesk für Microsoft SharePoint - Locatech

  1. 1. LTRS 2013 – Ticketsystem/Servicedesk Strukturierte Bearbeitung von Anfragen/Supportfällen auf Basis Microsoft SharePoint nach ITIL Abbildung Standardvorfälle inkl. Workflows/ Benachrichtigungen Formular/E-Mail-Unterstützung Zusammenfassung von Vorgang und Kommunikation Suche/Filterung/Wiederfinden ähnlicher Supportfälle Auswertungen/persönliche Reports Locatech IT Solutions GmbH - www.locatech.com - Folie 1
  2. 2. Themen Enterprise 2.0 / Wissensmanagement für Unternehmen Vereinfachen / Automatisieren von Verwaltungsprozessen mit Microsoft SharePoint Einführung von Cloud-Lösungen (Microsoft Office365) Leistungsportfolio Prozess- und IT-Beratung Anforderungsanalyse Spezifikation & Pflichtenhefte IT-Workshops & Schulungen Projektmanagement & -umsetzung Einführung, Schulung Wissenstransfer, Dokumentation Software-Lokalisierung, Übersetzung Locatech IT Solutions GmbH - www.locatech.com - Folie 2 Schwerpunkte Microsoft-Technologien Microsoft SharePoint Customizing, Integration Programmierung Beispiele: Vertragsmanagement Qualitätsmanagement Reklamationsmanagement Support- und Ticketsysteme Business Intelligence / Data Warehouse Unternehmen Unternehmensgruppe Locatech seit 1992 Microsoft Premier Vendor seit 2000 SharePoint-Expertise seit 2006 Ausgründung Locatech IT Solutions 2008
  3. 3. Unser Thema - Unternehmensprozesse 2.0 Dokumente einfacher verwalten! Kosten senken! Zusammenarbeit im Team verbessern! Freigabeprozesse vereinfachen und automatisieren! WissensManagement praxisnah einführen! Locatech IT Solutions GmbH - www.locatech.com - Folie 3 Informationen schneller finden! Produktivität bei Informationsprozessen steigern! Zusammenarbeit mit Lieferanten verbessern!
  4. 4. Problemmanagement/Supportprozess nach ITIL Locatech IT Solutions GmbH - www.locatech.com - Folie 4
  5. 5. LTRS-Einstellungen Ticket-Nummernkreis Betreff-Format Automatische Benachrichtigungen Ersteller/Bearbeiter Weitere Benachrichtigungen konfigurierbar über Benachrichtigungs-Webpart SharePoint-Designer Workflow Locatech IT Solutions GmbH - www.locatech.com - Folie 5
  6. 6. Status & Workflows 9 interne Status vorkonfiguriert Nicht benötigte Status ausblendbar Beliebig viele weitere Status möglich, aber nicht empfohlen Statuswechsel können automatische Benachrichtigung auslösen Locatech IT Solutions GmbH - www.locatech.com - Folie 6
  7. 7. Kategorien & Klassifizierung Kategorien & Tätigkeiten als Auswahllisten konfigurierbar Weitere Klassifizierungs-Felder per SharePoint-Standard ergänzbar Auch hierarchische Kategorien/Kataloge möglich (SharePoint-Server) Locatech IT Solutions GmbH - www.locatech.com - Folie 7
  8. 8. Eskalation Einfache Eskalation über „höchste Priorität“ Setzen der Priorität automatisiert über Regelmechanismus möglich Locatech IT Solutions GmbH - www.locatech.com - Folie 8
  9. 9. Stammdaten Allzweckfunktionen:  SLA-Management  Kontaktinfos  Inventarverwaltung Informationen aus Stammdaten werden automatisch zum Ticket zugeordnet Locatech IT Solutions GmbH - www.locatech.com - Folie 9
  10. 10. Benutzerverwaltung Ticketersteller und Ticketbearbeiter Zugriff auf Seiten und Ticketinformationen detailliert einstellbar mit SharePointBerechtigungssystem Locatech IT Solutions GmbH - www.locatech.com - Folie 10
  11. 11. Regelmanagement Für eingehende E-Mails oder formularbasierte Tickets Auswertung von Absender, Betreff/Titel und Beschreibungstext Automatisierte Zuordnung von  Bearbeiter  Priorität  Kategorie  Support-Team Rangfolge und Aktivierung/Deaktivierung Locatech IT Solutions GmbH - www.locatech.com - Folie 11
  12. 12. Ticketerfassung - Webformular  Positionierung auf einer Supportseite des Intranets  Einfach anpassbar über die Webpart-Konfiguration  Technische Bereitstellung über Extranet möglich (Self-Service-Portal) Locatech IT Solutions GmbH - www.locatech.com - Folie 12
  13. 13. Ticketerfassung durch Supportmitarbeiter Standardformular zur Erfassung/Bearbeitung durch den Supportmitarbeiter Locatech IT Solutions GmbH - www.locatech.com - Folie 13
  14. 14. Ticketerfassung durch Supportmitarbeiter Ticketformular einfach erweiterbar Locatech IT Solutions GmbH - www.locatech.com - Folie 14
  15. 15. Tickets per E-Mail (1) Registrierung und Nummernvergabe E-Mail an Support Locatech IT Solutions GmbH - www.locatech.com - Folie 15 Details in Bearbeiter-Formular
  16. 16. Tickets per E-Mail (2) Automatische Antwort an Ersteller Bearbeiternotiz an Ersteller Bearbeiternotizen im LTRS Locatech IT Solutions GmbH - www.locatech.com - Folie 16
  17. 17. Ticket-Vorgang Alle Infos + Kommunikation in einem Vorgang Locatech IT Solutions GmbH - www.locatech.com - Folie 17
  18. 18. Zuordnung E-Mail-Antworten Locatech IT Solutions GmbH - www.locatech.com - Folie 18
  19. 19. E-Mail-Funktionen Standardvorlagen für automatisierte Antworten Anpassbar über Platzhalter Bearbeiternotizen als Info im Ticket + als E-Mail Eingehende E-Mails automatisch zugeordnet Kommunikationshistorie im Ticket Locatech IT Solutions GmbH - www.locatech.com - Folie 19
  20. 20. Arbeitsplatz eines Supportmitarbeiters Neue Tickets Auswertungen Alle Infos auf einer Seite Mir Zugewiesen Von mir bearbeitet Meine Aufgaben Überfällige Tickets Locatech IT Solutions GmbH - www.locatech.com - Folie 20
  21. 21. Schnellfunktionen für Bearbeitung Auswählen aus Schnellvorlagen (Beispiel Frageliste für telefonische Ticketannahme) Ticketformular Zuweisen eines oder mehrerer Tickets an Support-Mitarbeiter oder Support-Team Übernehmen eines oder mehrerer Tickets Tickets eskalieren Auswertungen anzeigen Tickets exportieren Locatech IT Solutions GmbH - www.locatech.com - Folie 21
  22. 22. Auswertung über Reports/Ansichten Beliebig konfigurierbare Ansichten als:  Öffentliche Reports  Persönliche Reports Geringster Aufwand Filterung, Sortierung, Gruppierung, Summenfunktionen per Click & Save Dynamisch durch Benutzer weiter filterbar/sortierbar Locatech IT Solutions GmbH - www.locatech.com - Folie 22
  23. 23. Volltextsuche Indizierung aller Tickets Inklusive Inhalt/hinzugefügte Dokumente Locatech IT Solutions GmbH - www.locatech.com - Folie 25
  24. 24. LTRS-Funktionsumfang (1) Funktion Vorgangszentrierte Bearbeitung über Ticketnummer Beschreibung Alle Informationen, Notizen, Schriftwechsel zu einem Ticket/Servicevorgang zentral über eindeutige ID zuordenbar und auswertbar. E-Mail- und OutlookIntegration Unterstützung von internen und externen Benutzern möglich, automatische E-MailBenachrichtigungen. Web-Oberfläche Keine Installation von Client-Anwendungen erforderlich. Beliebige Zuordnung zu konfigurierbaren Ticketstatus mit Benachrichtigungsfunktionen und zu eigenen Supportkategorien. Status- und Kategorie-verwaltung Unterstützung von 2nd-LevelSupport Locatech IT Solutions GmbH - www.locatech.com - Folie 26 Zuordnung, Weiterleitung und BearbeitungsWorkflow für 2nd-Level-Support.
  25. 25. LTRS-Funktionsumfang (2) Funktion Beschreibung Eskalationsmanagement Automatische Benachrichtigung von Eskalationsverantwortlichen. Protokollierung und Vorgangshistorie Kundenspezifische Felder – Erfassung und Auswertung Volltextsuche Berechtigungs- und Zugangskonfiguration Frei konfigurierbare Auswertungen LTRS kann vom Kunden selbst um beliebige Kundenfelder ergänzt werden. Mit Single-Sign-On. An Windows angemeldete Benutzer werden automatisch erkannt und gemäß Einstellungen zum Zugang berechtigt. Auf Basis der erfassten Felder sind beliebige Auswertungen möglich, ähnlich den Auswertungsmöglichkeiten in Microsoft Excel. Locatech IT Solutions GmbH - www.locatech.com - Folie 27
  26. 26. LTRS-Funktionsumfang (3) Funktion Aufwand- und Kostenmanagement Schnelle Service-Annahme mit Call-Center-Feature (Lookup) Beschreibung Zeitaufwände können erfasst und ausgewertet werden. Stammdatenverwaltung ermöglicht automatische Ergänzung von Tickets um Benutzerinformationen wie Firma, Inventar oder Rückrufnummer. Kontakt- und SLAManagement Automatische Zuordnung eingehender E-Mails oder neuer Tickets zu Stammdaten/Service Level Agreements. Konfigurierbare Workflows Komfortable Einrichtung beliebiger E-MailBenachrichtigungen basierend auf geänderten Ticketinformationen. Locatech IT Solutions GmbH - www.locatech.com - Folie 28
  27. 27. LTRS-Funktionsumfang (4) Funktion Regel-Management Beschreibung Regelbasierte Einstufung eingehender Tickets und automatisierte Zuordnung zu BearbeitungsQueues. Grafische Auswertungen Umfassende grafische Auswertungen direkt auf der Ticketsystem-Portalseite (Balken-, Tortendiagramme, etc.). Endanwender-Formular SharePoint-Webpart für formularbasierte Erfassung von Tickets durch Benutzer. Eignet sich für den schnellen Aufbau von Benutzerportalen. Konfiguration von individuellen Viele Benachrichtigungsszenarien werden Benachrichtigungen bereits in der Standardversion unterstützt. Für darüber hinaus gehende Anforderungen steht ein Benachrichtigungs-Webpart zur Verfügung (zusätzlich zu lizenzieren). Locatech IT Solutions GmbH - www.locatech.com - Folie 29
  28. 28. LTRS + SharePoint Vollständige SharePoint-Integration (native SharePoint Solution „.wsp“) Nahezu alle SharePoint-Konfigurationsmöglichkeiten  Beliebige Felder (z.B. Metadaten) ergänzbar  Webpartseiten  Versionierung  Berechtigungen  Anbindung Drittsysteme/externe Daten  Zugriff via Extranet  Formulare und Eigenes CI  Kombination mit weiteren SharePoint-Listen  Workflows Erfordert SharePoint Foundation oder SharePoint Server Locatech IT Solutions GmbH - www.locatech.com - Folie 30
  29. 29. LTRS-Varianten LTRS ist über ein Konfigurationstool „wandelbar“ Reklamationsmanagement-Tool Einfaches Lead-Management/CRM Bug-Tracking-System für SW-Entwicklung Ideen-Management … Locatech IT Solutions GmbH - www.locatech.com - Folie 31
  30. 30. LTRS-Einführung Im einfachsten Fall: Installation + Basiskonfiguration = 2 h Im komplexen Fall: Erarbeitung Anforderungen Feinkonzept Abgleich LTRS-Standard/Konfiguration/Programmierung LTRS-Erweiterungen (Datenintegration/Schnittstellen) Ggf. Datenmigration Begleitung Einführung/Schulungen Locatech IT Solutions GmbH - www.locatech.com - Folie 32
  31. 31. Wir freuen uns auf eine Zusammenarbeit Schwerpunkte Kommunikation Gemeinsames Team Professionelles Projektmanagement Gemeinsame Zielsetzung + Spaß an der Umsetzung Erfolg! Vielen Dank! Dirk Löhn Locatech IT Solutions GmbH - www.locatech.com - Folie 33 Locatech IT Solutions GmbH Dortmund Tel: +49 231 9159650 http://www.locatech.com

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