bestpractices
TRANSCRIPT
Best Practices for Problem Resolution
Presented by:
Matthew FrenchProduct Manager, IT Solutions - Peregrine
Systems
Ron MunsFounder & CEO - Help Desk Institute
Peregrine Offices
San DiegoChicago
AtlantaHouston
LondonParis
CopenhagenAmsterdam
Washington
New York
Sydney
Singapore
Milan
Philadelphia
Huntsville
Winnipeg
Tokyo
Cape Town &Johannesburg (CCH)
Sao Paulo
Boston
Dallas
Stockholm
Frankfurt
Eugene Toronto
Tulsa
Mexico City
KarlsruheManchester
SF Bay AreaAnn Arbor
Peregrine Systems - OverviewKey Facts: Since 1984 Over 2,500 people Growing 75+% year over year First in analyst ratings for products Over 44,000 customers
Leading provider of Infrastructure Management Resource Management Employee Self Service
e-Business Connectivity Solutions Ensures organizational infrastructure
Reliability Productivity Cost effectiveness
The key to organizational competitive success
Peregrine Systems - Overview
Leading customer support professionals worldwideLeading customer support professionals worldwide World’s largest association of support professionals 7,500 members (~5,000 in North America) Setting certification standards for individuals and sites Industry leading annual conference (March 18-21, 2001, New
Orleans)…Be There! Training, publish SupportWorld Member magazine Research, benchmarking, and peer networking 50+ local chapters in North America Open and “member centric”
Help Desk Institute - Overview
HDI Offices
Industry Trends and key issues related to achieving excellence in problem resolution
Challenges in obtaining Best Practices in Problem Resolution
Best Practices in Problem Resolution Conclusion Contact information
Agenda
Elimination of need for contacting the Support Center Self Healing Technologies Self Help Technologies with quick link to easy to
use knowledge databases Chat/video/voice internet connectivity to Help
Desk Automated ticket logging/xfer of information Software distribution with central control Greater integration technologies
Industry Trends (1 of 2)
Industry Trends (2 of 2)
Greater integration of processes Asset life cycle Problem/Change management Monitoring performance Root cause analysis Customer satisfaction
Rise in cultural position of support
Issues/suggestions to improve Problem Resolution (1 of 3)
Situation knowledge Customer/workstation environment Network/connectivity Heuristics associated with problem
Access to problem solving tools (I.e. symptom/solutions databases)
Remote control technologies Observe and record Control and change Must be sensitive to security issues
Issues/suggestions to improve
Problem Resolution (2 of 3)
Customers sometime know more than we do Establishment of expectations
Service level agreements Support commitments (may not be SLA’s) Customer’s understanding of resolution process
Establishing resolution priorities
Issues/suggestions to improve Problem Resolution (3 of 3)
Standards to consider: Site Certification (i.e.,Certified Support Center)
Individual Certification (i.e., HDA) Process Standards (i.e., ITIL)
Challenges in obtaining Best Practices in Problem Resolution
Organizations do not understand their IT infrastructure Situation knowledge
Point Solutions creating organizational silos Inability to resolve calls on first contact
Increase in:Increase in:Costs &Ineffectivenessof Organization
AssetsAssets
Staff ProductivityStaff Productivity
Employee ProductivityEmployee Productivity
Employee SatisfactionEmployee Satisfaction
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Challenges in obtaining Best Practices in Problem Resolution
Organizations do not understand their IT infrastructure Situation knowledge Results in inability to provide reliable service to
users• Technical staff asks redundant questions to identify cause
of problems• Inability to provide time efficient support
• Inability to proactively analyze and diagnose
Cost of providing support services increases• Inefficient allocation of support resources and equipment
Challenges in obtaining Best Practices in Problem Resolution
Non-integrated solutions Lack of sharing information across departments Creation of Silos in IT infrastructure Point solutions
• Desktop management• Network systems management• Service desk
Inability to proactively manage IT infrastructure
Desktop Management ToolsDesktop Management Tools
Challenges in obtaining Best Practices in Problem Resolution
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Service Desk SiloService Desk Silo Network SiloNetwork SiloDesktop SiloDesktop Silo
Inability to resolve calls on first contact Inefficient use of resources
• Lack of asset/configuration data
Loss of productivity of staff Loss of productivity of customer Decrease in customer satisfaction Increase in call resolution time Abandonment of Service Level Agreements Increase in costs
Challenges in obtaining Best Practices in Problem Resolution
Best Practices in Problem Resolution
Inventory/Configuration Management helps organizations understand their IT infrastructure The foundation of effective IT service management
• Detailed information about resources and their relationships
• Current and accurate information of the IT infrastructure– Promotes better decision-making
– Increases opportunity for first call resolution
Situation knowledge
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Inventory/Configuration Management
Best Practices in Problem Resolution
Desktop Management ToolsDesktop Management Tools
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Inventory/Configuration Management
Best Practices in Problem Resolution
Desktop Management ToolsDesktop Management Tools
Resolve call on first contact - Best Practices Efficient use of resources
• Empower Tier 1 technician to diagnose and resolve– Utilization of all infrastructure management tools by a single technician
• Utilization of asset/configuration data
Decrease call resolution time Ensure Service Level Agreements are met Ensure customer productivity Increase in customer satisfaction level Increase in IT staff efficiency Increase in IT staff moral
Best Practices in Problem Resolution
Resolve call on first contact - Best Practices Incident Management/Problem Management
• Search of Knowledge Base/ Relate current know errors • Root-Cause Analysis
– Utilization of system/network monitoring tools
» Graphical view of system/network and relationships
» Insurance of system/network availability
– Desktop management tools
» Understanding of desktop inventory configuration
Best Practices in Problem Resolution
Resolve call on first contact - Best Practices Incident resolution
• Remote diagnosis and resolution– InfraTools Remote Control
• Initiate or conduct Change Management– Documentation of change process
– Documentation of inventory/configuration of assets
Updating of Inventory/Configuration Service Level Agreement continuity
Best Practices in Problem Resolution
Desktop Management ToolsDesktop Management Tools
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Inventory/Configuration Management
Best Practices in Problem Resolution
Desktop Management ToolsDesktop Management Tools
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Inventory/Configuration Management
Level-1 RootCause AnalysisLevel-1 Root
Cause Analysis
Best Practices in Problem Resolution
Desktop Management ToolsDesktop Management Tools
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Inventory/Configuration Management
Level-1 RootCause AnalysisLevel-1 Root
Cause Analysis
Best Practices in Problem Resolution
End-UserEnd-User
End-UserEnd-User
Data CenterData Center
NetworkNetworkService DeskService Desk
Network Monitoring ToolsNetwork Monitoring ToolsService DeskService Desk
ApplicationApplicationServersServers
WebWebServersServers
Inventory/Configuration Management
Level-1 RootCause AnalysisLevel-1 Root
Cause Analysis
Remote ControlRemote Control
Best Practices in Problem Resolution
Desktop Management ToolsDesktop Management Tools
Best Practices in Problem ResolutionUnderstanding the infrastructure
Understanding the infrastructure
Integrated solutionsIntegrated solutions
Resolve call on first contact
Resolve call on first contact
•Inventory Configuration Management
•Desktop Discovery•Network Discovery
•Inventory Configuration Management
•Desktop Discovery•Network Discovery
•Incident Management•Problem Management Root Cause •Change Management•Inventory Configuration Management
•Network Discovery •Desktop Discovery •Remote Control
•Get.It!
•3rd party
•Incident Management•Problem Management Root Cause •Change Management•Inventory Configuration Management
•Network Discovery •Desktop Discovery •Remote Control
•Get.It!
•3rd party •All of the above
•Remote Control for diagnosis and resolution
•All of the above
•Remote Control for diagnosis and resolution
ServiceCenter
InfraTools
ServiceCenter
InfraTools
ServiceCenter
InfraTools
Self Support
Self Healing
ServiceCenter
InfraTools
Self Support
Self Healing
ServiceCenter
InfraTools
ServiceCenter
InfraTools
Conclusion Understand and proactively manage the IT
infrastructure Ultimate power to a unified IT service staff Self-healing and self-support solutions Optimization of internal resources
Abiding to SLA’s Customer service ROI
Rise in cultural position of support Increase of competitive advantage
Help Desk Institute Would love to see you at www.thinkhdi.com and @ our industry leading annual conference, April
14-17, 2002 at the Opryland Hotel in Florida
Conclusion
Matthew French
Peregrine Systems,
Product Manager, IT Solutions
www.peregrine.com
Ron Muns Help Desk Institute
Founder & CEO
www.thinkhdi.com
Contact Information