it service desk

17
IT SERVICE DESK TRANSVISION | WWW.TRANSVISION.CO.ID PREPARED BY WAHYU PRIMADI

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Page 1: IT Service Desk

IT SERVICE DESKTRANSVISION | WWW.TRANSVISION.CO.ID

PREPARED BY

WAHYU PRIMADI

Page 2: IT Service Desk

PURPOSE

TO PROVIDE AN ORGANIZATIONAL STRUCTURE THAT WILL EFFECTIVELY SUPPORT OUR EMPLOYEES (USERS), AND TO ENSURE ORDERLY REPORTING OF PROBLEM RESOLUTIONS.

Page 3: IT Service Desk

OBJECTIVES

• PROVIDE ONE CENTRAL POINT OF CONTACT FOR PROBLEM RESOLUTION AND INQUIRY.

• PROVIDE ONE CENTRALIZED PROBLEM MANAGEMENT SYSTEM.

• PROVIDE HIGH LEVEL OF TECHNICAL EXPERTISE TO SUPPORT OUR EMPLOYEES (USERS).

Page 4: IT Service Desk

SERVICE

• PROVIDE DAY-TO-DAY SUPPORT THAT WILL INCLUDE PROBLEM RECEIPT: DATE, TIME, DESCRIPTION OF THE PROBLEM, AND ITS RESOLUTION.

• MAINTAIN A DATABASE HISTORY. THIS DATABASE WILL PROVIDE US WITH INFORMATION TO MEASURE THE SERVICE LEVEL.

Page 5: IT Service Desk

GOALS

• QUICKLY AND EFFICIENTLY RESOLVE PROBLEMS.

• TO HAVE EFFECTIVE COMMUNICATION BETWEEN EMPLOYEES (USERS) AND SUPPORT GROUPS, THUS ELIMINATING CALLING THE IT SERVICE DESK.

• SYSTEM WILL PROVIDE US WITH THE ABILITY TO ESCALATE PROBLEMS AUTOMATICALLY, IF NECESSARY.

Page 6: IT Service Desk

WHY WE CALL IT “SERVICE DESK”

• WHAT IS “IT SERVICE DESK”?

• WHAT IS “IT HELP DESK”?

• WHAT ARE THE CRITICAL DIFFERENCES BETWEEN A “IT SERVICE DESK” AND A “IT HELP DESK”?

Page 7: IT Service Desk

WHY WE CALL IT “SERVICE DESK”

HELP DESK AND SERVICE DESK BASED ON ITIL VERSION 3 DEFINITION

ITIL: INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY

Page 8: IT Service Desk

WHY WE CALL IT “SERVICE DESK”

• LIMITED INTEGRATION WITH OTHER IT SERVICE MANAGEMENT PROCESSES.

• NO CORPORATED REPOSITORY OF INFORMATION.

• SOME AREAS/APPLICATIONS SUPPORTED BY SPECIALTY GROUPS OUTSIDE OF THE HELP DESK

• MANAGEMENT INFORMATION GENERALLY INCLUDES STATISTICS REGARDING TECHNICIAN PERFORMANCE AND RESOLUTION SLA’S.

• RELINQUISHES INCIDENT OWNERSHIP TO UPON ESCALATION.

REACTIVE PROACTIVE

• FULL INTEGRATION WITH OTHER ITIL SERVICE MANAGEMENT PROCESSES.

• SINGLE, INTEGRATED TOOL SET USED GLOBALLY.

• CENTRALIZED KNOWLEDGE BASE (KB) OF KNOWN ERRORS, AND FIXES.

• ACTS AS THE SINGLE POINT OF CONTACT FOR ALL IT AREAS/APPLICATIONS.

• MANAGEMENT INFORMATION INCLUDES STATISTICS ON SERVICE DEFICIENCIES, CUSTOMER TRAINING NEEDS, RESOURCE USAGE AND INCIDENT TRENDS, ALLOWING MANAGEMENT TO MAKE MORE INFORMED, MEANINGFUL IT DECISIONS.

• MAINTAINS INCIDENT OWNERSHIP THROUGH RESOLUTION.

Page 9: IT Service Desk

THE “IT SERVICE DESK”

• A FUNCTIONAL UNIT MADE UP OF A DEDICATED NUMBER OF STAFF RESPONSIBLE FOR DEALING WITH A VARIETY OF SERVICE EVENTS, OFTEN MADE VIA PHONE CALLS, EMAILS, IM (EG. GTALK, YM, BBM, WA, ETC…), TEXT MESSAGES, WEB INTERFACE OR AUTOMATICALLY REPORTED INFRASTRUCTURE EVENTS.

• THE SINGLE POINT OF CONTACT FOR USERS TO:

Report service disruptions or degradations.

Request an IT service.

Resolve incidents / fulfill request.

• PROVIDES A POINT OF COORDINATION FOR IT GROUPS AND PROCESSES

Ownership of incidents/requests through lifecycle.

Page 10: IT Service Desk

WHAT SHOULD WE DO NOW?

• RESPONSIBLE FOR ENSURING USER SATISFACTION IN EVERY STEP OF PROBLEM RESOLUTION.

• REQUIRED TO TRACK DETAILED INFORMATION ABOUT EACH USER'S SERVICE NEED IN AN INCIDENT MANAGEMENT SYSTEM.

• DIAGNOSTIC STEPS AND COMMUNICATIONS WITH THE USER AS THEY TROUBLESHOOT THE REPORTED PROBLEM.

• INVESTIGATION AND USE OF A KNOWLEDGEBASE IS REQUIRED TO FIND THE CORRECT SOLUTION.

• FOLLOW-UP WITH ALL USERS TO ENSURE THAT THEIR NEEDS HAVE BEEN MET.

• KEEPING SUPPORT SERVICES RUNNING SMOOTHLY AND EFFICIENTLY IS A PRIORITY AT THE IT SERVICE DESK, AND ALL STAFF ARE EXPECTED TO PERFORM OTHER OFFICE WORK AS NECESSARY FROM TIME TO TIME.

Page 11: IT Service Desk

SEVERITY DEFINITIONS

• HIGH: SYSTEM DOWN OR APPLICATION IS INOPERATIVE.

• MEDIUM: HIGH IMPACT CONDITION ASSOCIATED WITH AN APPLICATION OR AN HARDWARE PROBLEM.

• LOW: APPLICATION PERFORMANCE, OR AN INTERMITTENT LOW-IMPACT CONDITION ASSOCIATED WITH SOFTWARE PROBLEM OR USER QUESTION.

Page 12: IT Service Desk

GATHERING INFORMATION

• INFORMATION REQUIRED:

Name , Phone, Location, Regional Office, Division, etc…

Hardware and Software.

Name of the application.

Detailed description of the problem.

Was a change made?

Screenshots of the error message.

Etc…

• INSURE THAT ALL THE INFORMATION IS ACCURATELY RECORDED

Page 13: IT Service Desk

STRUCTURE

• PERFORM LEVEL-1 PROBLEM RESOLUTION WITHIN 15-30 MINUTES TIME FRAME.

• ESCALATE TO MANAGEMENT (TEAM LEADER / ASSISTANT MANAGER, MANAGER, HEAD OF IT), IF THE PROBLEM IMPACTS THE COMPANY BUSINESS.

• TRACK TICKETS AND EMAILS TO INSURE THAT THEY ARE RESOLVED ON TIME.

• PERFORM LEVEL-2 PROBLEM RESOLUTION FOR SPECIAL AND UNHANDLED CASES.

• PERFORM LEVEL-3 PROBLEM RESOLUTION FOR SELECTED APPLICATIONS.

• PERFORM ON-SITE SERVICES IN CASE OF AN EMERGENCY.

Page 14: IT Service Desk

ESCALATION PROCESS

IT Service Desk

Enterprise Apps

Development

Infrastructure

Network

(Me)Team Leader

Assistant Manager

Managers Head of IT

Forward escalations to Assistant Managers and or Managers, if business is affected.

Page 15: IT Service Desk

SERVICE DESK IMPLEMENTATION SUCCESS CRITERIA

• FASTER RESOLUTION OF INCIDENTS/SERVICE REQUESTS.

• INCREASED FIRST CALL CLOSURE RATE.

• INCREASED CUSTOMER SATISFACTION.

• REDUCED CUSTOMER, USER AND BUSINESS IMPACT FROM OUTAGES.

• MANAGEMENT INFORMATION IS AUTOMATICALLY COLLECTED FOR ANALYSIS.

• REDUCED OPERATIONAL AND RESOURCE COSTS.

• INCREASED EFFICIENCY/REDUCED WASTE IN PROCESSES.

Page 16: IT Service Desk

THANK YOU

Your life’s an open book, don’t close it before it’s done.James Hetfield | Metallica

Page 17: IT Service Desk

ABOUT ME

System Analyst / Project Manager at LittleOrangehttp://www.littleorangecorp.com

IT Service Desk Team Leader / Assistant Manager at TransVisionhttp://www.transvision.co.id

Lecturer at LP3Ihttp://www.lp3i.ac.id

Wahyu Primadi+6289636888887 | [email protected]