14. Help Desk
• Typical Lifecycle
• Use Cases
• Reporting
• Setup
• User Adoption
• Extending
15. comments and questions...
I’m also here to learn
from you. Speak up if
something sounds
wrong, or if you have
something to add to
the conversation.
16. comments and questions...
I’m also here to learn
from you. Speak up if
appreciated
something sounds
wrong, or if you have
something to add to
the conversation.
21. ?
What is a Help Desk?
How would YOU define
“Help Desk” in a sentence?
22. ITIL this way...
A “single point of contact” between IT and its users.
... but this is not the
whole story. HD is much
more.
Recommend checking out
ITIL related materials
around Service Desk.
Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
29. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
30. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
• Track most user issues
31. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
• Track most user issues
• Track every user issue
32. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
• Track most user issues
• Track every user issue
• Track every task
(user issues, change requests, checkout/in)
33. What do you use
for this
tracking?
Issue Tracking Support
34. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
35. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
36. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
37. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
• Email
38. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
• Email
• Post-its
40. Terminology:
A “Ticket” is how you
track an “Issue”.
“Track your issues with
Tickets”
Ticket Lifecycle
• Create
• Assign
• Respond
• Work
• Capture
• Close
41. Terminology:
A “Ticket” is how you
track an “Issue”.
“Track your issues with
Tickets”
Ticket Lifecycle
• Create
• Assign
• Respond No
Particular
• Work Order
• Capture
• Close
42. Spiceworks Help Desk
Focus on Spiceworks, but
much here is generally
applicable.
43. Create
Admins create tickets in
the application.
Your can direct your
users to either email you,
or go to a web page (or
both).
44. Create
Admin User
Admins create tickets in
the application.
Your can direct your
users to either email you,
or go to a web page (or
both).
45. Create
Admin User
Admins create tickets in
the application.
Email Portal
Your can direct your
users to either email you,
or go to a web page (or
both).
124. Capture
• Progress Details
Capture info as “private”
comments.
• Order Information
Time Spent example
coming up!
125. Capture
• Progress Details
Capture info as “private”
comments.
• Order Information
Time Spent example
coming up!
• Outage Communication
126. Capture
• Progress Details
Capture info as “private”
comments.
• Order Information
Time Spent example
coming up!
• Outage Communication
• Time Spent
136. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
137. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
138. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
139. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
• User response will reopen
140. Use Cases
How do we apply what
we’ve learned?
Disclaimer: Not an IT Guy
141. User Requests
Most common use case.
Appear Responsive (like
you actually care!)
142. Change Control
• User submits a ticket with a problem.
• You quot;fixquot; the problem, but also need to
order a part.
• Create a second ticket, referencing the
first, with this work.
• Ticket: quot;Perform service X on Asset Y
related to ticket Zquot; (2nd ticket)
• Fix, Capture time spent and close out
ticket.
143. Service Level
Agreements (SLA)
• Relate a ticket to the service that's
down (Intermedia)
• Capture how long the service was
down for
• Status updates from the service into
the ticket.
• Always close with the resolution
