Using redmine as a sla ticketing system, helpdesk or service desk softwareAleksandar Pavic
This document discusses using Redmine as a ticketing system for service level agreements (SLAs). It begins with defining key terms like tracker, tracked, and project. It then outlines important considerations for implementation like authentication, privacy and availability. The remainder of the document provides steps for implementing Redmine as a helpdesk ticketing system, including customizing data entry and notifications, configuring SLA features, and generating reports. Mobile access and examples of common SLA metrics like average speed to answer and first call resolution are also covered.
The document summarizes a quality improvement process used to reengineer an information management help desk. Key steps included gathering information through observations, interviews, and analysis; defining problems around staffing, processes, and customer satisfaction; making a tentative plan to address issues; and implementing solutions such as consolidating contact methods, automating problem tracking, adding staff, and improving training. The results were faster resolution times, improved customer satisfaction, and more efficient operations.
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOIT Service and Support
This document provides an overview of transforming a help desk into a more strategic service desk. It discusses key concepts like implementing more proactive processes through automation and knowledge management to address common help desk issues and lower costs. Metrics and key performance indicators for processes like incident, problem, and change management are reviewed. The benefits of a service desk over a help desk are described, such as providing a single point of contact and focusing on customer service. Software asset management is also introduced as an emerging area of focus.
- COH Technologies is an Indian company that creates award-winning contact center and enterprise solutions powered by its patented platform and technologies.
- It has over 700 clients, processes billions of calls annually, and thousands of active users and agents across diverse industries.
- The company addresses the need for an all-in-one, cost-effective solution for the domestic call center market that bridges the gap between low-cost but limited functionality PBX-based solutions and expensive proprietary platforms from major vendors.
The document provides information about a help desk position, including daily duties such as observing daily computer operations and system functions. The position requires vo-tech training and related experience, as well as an associate's degree. The average starting salary is $24.01 per hour or $49,900 annually. Benefits include helping people and finding practical solutions to problems, while disadvantages are sitting in an office all day and dealing with difficult customers. Additional details cover fixing computers on-site, printer and network support, security, data processing, telephony support, and infrastructure management. Work values include relationships, working conditions and achievement. Links to related job postings are also provided.
The document discusses how to successfully transform a local IT helpdesk into a global service desk by focusing on four key concepts: understanding differences between help desks and service desks; integrating deskside technicians; using processes and tools to enable issues to be resolved at lower levels ("shift left"); and using remote monitoring and diagnostic tools. A case study example of transforming a company's helpdesk is also provided.
Using redmine as a sla ticketing system, helpdesk or service desk softwareAleksandar Pavic
This document discusses using Redmine as a ticketing system for service level agreements (SLAs). It begins with defining key terms like tracker, tracked, and project. It then outlines important considerations for implementation like authentication, privacy and availability. The remainder of the document provides steps for implementing Redmine as a helpdesk ticketing system, including customizing data entry and notifications, configuring SLA features, and generating reports. Mobile access and examples of common SLA metrics like average speed to answer and first call resolution are also covered.
The document summarizes a quality improvement process used to reengineer an information management help desk. Key steps included gathering information through observations, interviews, and analysis; defining problems around staffing, processes, and customer satisfaction; making a tentative plan to address issues; and implementing solutions such as consolidating contact methods, automating problem tracking, adding staff, and improving training. The results were faster resolution times, improved customer satisfaction, and more efficient operations.
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOIT Service and Support
This document provides an overview of transforming a help desk into a more strategic service desk. It discusses key concepts like implementing more proactive processes through automation and knowledge management to address common help desk issues and lower costs. Metrics and key performance indicators for processes like incident, problem, and change management are reviewed. The benefits of a service desk over a help desk are described, such as providing a single point of contact and focusing on customer service. Software asset management is also introduced as an emerging area of focus.
- COH Technologies is an Indian company that creates award-winning contact center and enterprise solutions powered by its patented platform and technologies.
- It has over 700 clients, processes billions of calls annually, and thousands of active users and agents across diverse industries.
- The company addresses the need for an all-in-one, cost-effective solution for the domestic call center market that bridges the gap between low-cost but limited functionality PBX-based solutions and expensive proprietary platforms from major vendors.
The document provides information about a help desk position, including daily duties such as observing daily computer operations and system functions. The position requires vo-tech training and related experience, as well as an associate's degree. The average starting salary is $24.01 per hour or $49,900 annually. Benefits include helping people and finding practical solutions to problems, while disadvantages are sitting in an office all day and dealing with difficult customers. Additional details cover fixing computers on-site, printer and network support, security, data processing, telephony support, and infrastructure management. Work values include relationships, working conditions and achievement. Links to related job postings are also provided.
The document discusses how to successfully transform a local IT helpdesk into a global service desk by focusing on four key concepts: understanding differences between help desks and service desks; integrating deskside technicians; using processes and tools to enable issues to be resolved at lower levels ("shift left"); and using remote monitoring and diagnostic tools. A case study example of transforming a company's helpdesk is also provided.
Tehnicka dokumentacija i studija slučaja o vidu internet prevare: Phishing. Predmet testiranja su studenti informatike. 20 poslatih email zahteva za promenu podataka, pročitajte rezultat. Prica pored tehničke pripreme jednog prostog sistema za phishing ispituje svest i obazrivost mladih it stručnjaka, ali takodje objašnjava i koje su mere zaštite od ove sve češće pojave.
Profesionalizacija veb-sajtova polaznika i izmena šablona naslovne straneAleksandar Urošević
Kako WordPress procesira sadržaj? Koje datoteke čine WordPress temu? Kako teme prilagođavati sopstvenim potrebama? Polaznici uz instrukcije predavača nadograđuju svoje blogove na WordPress verziju 2.7. Upoznaju se sa strukturom tema i dodaju custom funkciju i CSS stilove u temu koju koriste. Pronalaze eventualne greške pomoću validatora i ispravljaju ih.
Tehnicka dokumentacija i studija slučaja o vidu internet prevare: Phishing. Predmet testiranja su studenti informatike. 20 poslatih email zahteva za promenu podataka, pročitajte rezultat. Prica pored tehničke pripreme jednog prostog sistema za phishing ispituje svest i obazrivost mladih it stručnjaka, ali takodje objašnjava i koje su mere zaštite od ove sve češće pojave.
Profesionalizacija veb-sajtova polaznika i izmena šablona naslovne straneAleksandar Urošević
Kako WordPress procesira sadržaj? Koje datoteke čine WordPress temu? Kako teme prilagođavati sopstvenim potrebama? Polaznici uz instrukcije predavača nadograđuju svoje blogove na WordPress verziju 2.7. Upoznaju se sa strukturom tema i dodaju custom funkciju i CSS stilove u temu koju koriste. Pronalaze eventualne greške pomoću validatora i ispravljaju ih.
2. U prezentaciji se govori o:
Implementaciji MATLAB web portala na LAMP
platformi
Virtuelizaciji MATLAB web portala
Mogućnostima upotrebe i unapređenja
Tehničkim detaljima oko funkcionalnosti
Primerima upotrebe
Interaktivnom primeru “kontrola nivoa tečnosti u
rezervoaru uz pomoć PID kontrolera”
Izradi interaktivnog primera
6. Prednost upotrebe virtuelne mašine za
obrazovne struke
Linux i sav softver na virtuelnoj mašini kao i vmware
su freeware
Studentu se može dati kompletna virtuelna mašina,
da ponese kući
Student može da u obrazovne svrhe upropasti
kompletan kod na virtuelnoj mašini, ništa nije
izgubljeno.
7. Komunikacija korisnik-internet-matlab
Početak
Unos podataka
Kreiranje
direktorijuma i m-
fajla
Kreiranje koda za
poziv publish()
metode
Korisnik kuca MATLAB kod,
odabire naziv datoteke i tip
izlaznog rezultata
Sistem kreira direktorijum za
zadatak i kreira .m datoteku
sa kodom koji je korisnik
uneo u prethodnom koraku
Kreira se kod sa publish
metodom koji poziva
datoteku i opciju izlaznog
formata
Poziv exec
funkcije sa
par. matbg i
ulaznim .m
Poziva se php funkcija exec,
sa parametrom matbg, koji je
bash shell skripta za
startovanje matlab-a iz
komandne linije pod linuxom,
sa ulaznim parametrom
(publish datoteka iz
prethodnog koraka), koji, kao
pozadinski proces generiše
rezultat izvršavanja matlab
koda u naznačenom
izlaznom formatu
Isporuka rezultata
KRAJ
Javascript/jQuery, ajax
zahtev, koji proverava da li je
datoteka sa rezultatom
generisana
Izvršavanje
završeno?
NE
DA
U speficiciranom izlaznom
formatu, korisniku se
prezentuje rezultat
izvršavanja unešenog matlab
koda
11. Prikaz greške u kodu i web formatiranja:
Programski kod:
%% Matrica A [3x3]
A=[3 2 5;4 3 0;7 1 12];
%% Matrica B [3x1]
b=[9 -2 29]';
%% Racunanje vektora X
X=Ab
14. Model rezervoara
h
bV
a h
A
Promenljiva Tip Opis
h varijabla Visina tečnosti u rezervoaru – regulisana varijabla
A parametar Površina dna rezervoara
b konstanta Ulaz vode u rezervoar
a konstanta Izlaz vode iz rezervoara
V varijabla Voltaža pumpe ili ventila na ulazu – manipulativna varijabla
17. Mogućnosti unapređenja primera
Keširanje već simuliranih parametara
Rad bez MATLAB-a (pripremljen skup podataka)
Mogućnost izmene tipa kontrolera
18. Način na koji je projekat realizovan
Oko 40 commit revizija koda i rada
Na 3 računara + virtuelna mašina bez problema oko
verzioniranja
XP-dev.com
Tortoise SVN i svn konzolni klijent
19. U prezentaciji je bilo reči o:
Implementacija MATLAB web portala na LAMP
platformi
Mogućnosti hostinga/virtuelizacije rešenja
Mogućnostima upotrebe i unapređenja
Tehničkim detaljima oko funkcionalnosti
Primerima MATLAB koda izvršenim putem portala
Interaktivnom primeru “kontrola nivoa tečnosti u
rezervoaru uz pomoć PID kontrolera”
Izradi interaktivnog primera