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Page 1: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 1

IT Track-It! Training

Page 2: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 2

Agenda

• Overview

• Definitions

• Creating a work order

• Process flow

• Exceptions to flow

• Some challenges

• On-line examples

Page 3: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 3

Track-It! Can Be Used For…

• Issues, problems, outages

• Requests

• Notifications/alerts

• Change management events

• Asset tracking

• Library items

Page 4: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 4

One Place to…

• Keep track of non-project related work• For work orders

– One place to enter information– Assign– Record updates– Keep track of status– Document resolution (and close)

• Monitor/balance workloads• Report on the work

Page 5: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 5

Terms and DefinitionsTerm Definition

Work order The start-to-finish record of non-project related work… a/k/a “ticket”.

Solver group The group assigned a work order for resolution (e.g. IT Helpdesk; Server Group; Production Support).

Assigned technician Either the solver group (a distribution list) or individual (work order owner) that a work order has been assigned to for resolution.

Work order owner The individual within a solver group who has responsibility for managing the resolution, documentation and closing of the work order.

Queue manager The individual(s) in a solver group that monitors Track-It! for work orders assigned to their group. They will assign the work order to an individual (owner) in the group to resolve.

Page 6: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 6

Who Can Create a Work Order?

• Anyone who has write access to Track-It!– Any solver group member– Any internal MassDOT user… via email to

Dotservicedesk

Page 7: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 7

Things to Know Before We Get Started…

• IMPORTANT! When adding or changing information you must do a <save> before exiting the input window

• When a work order is… – Created, an email notification is automatically sent to the

Requestor and the Assigned Technician– Re-assigned, the new Assigned Technician will automatically

receive an email notification– Closed, an email is automatically sent to the Requestor

• When an Assigned Technician (an individual) becomes the work order owner and begins work on a work order, they must change the Status = Acknowledged

• Required Track-It! fields are denoted by an *

Page 8: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 8

Track-It! Help Desk Window

Page 9: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 9

Create a New Work Order

Notes/Resolution

Header

Task Bar

Classificationand Ownership

Page 10: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 10

Work Order: Task Bar

Email Requestor Email Technician

These buttons can be used to email a copy of the work order. You can substitute and/or add any name or DL in the email “To” field from the GAL.

Add an attachment to the work order

- Departments

- Locations

- Technicians

- Users

- Work orders

- Requests for change

- Assets

- Library items

Page 11: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 11

Work Order: Header Section

Field Description

Requestor Name of the individual making the work order request (reporting problem)

Call Back Number

Number at which requestor can be reached by phone

Summary A description of the issue or what the requestor wants

Priority Select P1-P5, as appropriate Important: see Setting the Priority for the descriptions

Status Select “Open” for a new work orderImportant: see Setting the Status for a description of all possible entries

Page 12: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 12

Setting the PriorityPriority Any problem that…

P1 CRITICAL

prevents or potentially prevents the DOT from directly providing service to the public or impacts public safety.

P2URGENT

prevents or potentially prevents a DOT group of 2* or more people from doing their primary job.

P3HIGH

impacts a DOT employee from doing their primary job.

P4MEDIUM

impacts a DOT employee or group of employees but does not prevent them from doing their primary job or a change management request.

P5LOW

needs to be resolved but has no immediate time constraint.

Page 13: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 13

Setting the StatusStatus Description

Open assigned technician = a solver group distribution list

Acknowledged assigned technician = an individual member of a solver group (work order owner) starts work on a work order

Closed work order has been resolved

Closed –Project Request

work order is closed because the request is project-oriented work

Pending when the work order reaches a state where resolution is dependent upon an event outside of the control of the work order owner (e.g. purchase approval, funding…)

Page 14: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 14

Work Order: Classification and Ownership Section

Field Description

Type Select: It Services

Sub-Type Select a Sub-Type that fits the work order Type

Category Select a Category that fits the work order Sub-Type

Assigned Technician Select the solver group (a distribution list) or individual that owns the work order (work order owner).

Assigned Group Select the MassDOT IT “solver” group that will be responsible for resolution.

Activity Select an Activity that fits the work to be done on the work order

Division Select the Division of the Requestor

Page 15: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 15

Work Order: Notes/Resolution Section

Field Description To Complete

Notes Tab Notes: Enter an explanatory note and/or attachment that explains the details of what the work order is about and the steps taken to resolve

Click on:

Resolution Tab Resolution: Enter an explanation of how the work order was resolved

Click on:

Page 16: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 16

Normal Process Flow

• A MassDOT user opens a work order with the Help Desk via:– Email– Phone

• Help Desk – Verifies/completes all required information– Sets Status = Open– Performs first level triage to try and close the work order– If work order can not be closed, changes the Assigned Technician

= solver group that can resolve the work order

Page 17: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 17

Normal Process Flow (cont.)

• Solver group– Queue manager assigns it to an individual work

order owner for resolution… Assigned Technician = individual assigned the task of resolving the work order

– When the work order owner assumes responsibility for the work order and begins work on it, they change Status = Acknowledged

Page 18: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 18

Work Order Owner Responsibilities

• If necessary, corrects any information already on the work order to include: Summary; Priority; Category; Notes; etc.

• Documents the steps taken to resolve the work order and any necessary detail information on the Notes tab

• Documents the work order resolution on the Resolution tab

• When resolved, changes the Status = Closed … this needs to be done promptly!

Page 19: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 19

Normal Flow

End User

Help Desk

Solver Group

A

Solver Group

D

Solver Group

C

Solver Group

B

Queue Manager

Solver Owner F

Corrects any informationChanges status = AcknowledgedDocuments steps to resolveDocuments resolutionChanges status = Closed

Opens a Work Order

Completes Work Order InformationPerforms triageStatus = OpenAssigned technician = Solver Group D

Changes assigned technician = Solver Owner F

Page 20: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 20

Exceptions to Flow

1. Any solver group member can open a work order

2. Re-assigning a work order from one solver group to another

3. P1/P2 work order processing

Page 21: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 21

1. Solver Group Creates a Work Order

Example: The Network group notices a network outage at a facility…

• The Network person who found the outage creates a work order

• Sets Assigned Technician = name of individual assigned to own/resolve the work order (work order owner)

• When the work order owner begins work on the work order, they change Status = Acknowledged

• The work order owner resolves (Resolution tab) and fully documents (Notes tab) the work order before changing Status = Closed

Page 22: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 22

Exception #1

Solver Group

A

NetworkSolver Group

Solver Group

C

Solver Group

B

Queue Manager

Solver Owner F

Corrects any informationChanges status = AcknowledgedDocuments steps to resolveDocuments resolutionChanges status = Closed

Opens a Work OrderCompletes Work Order informationStatus = OpenAssigned group = Network (DL)

Changes assigned technician = Solver Owner F

Page 23: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 23

2. Work Order Reassignment Between Solver Groups

Example: The Help Desk opens a work order and it’s assigned to the Network solver group. The Network group re-assigns the work order to the Application solver group.

• Help Desk opens work order– Sets Status = Open– Sets Assigned Technician = Network solver group distribution list

• Network solver group– Network solver group queue manager changes Assigned Technician = Eric– Eric reviews work order and changes Status = Acknowledged when he begins work on it– Upon further triage, Eric determines that the work order really belongs to the Application

solver group– Eric updates the Notes tab with the reason for reassignment– Eric changes Status = Open– Eric changes Assigned Technician = Application solver group distribution list

• Application solver group– Application group queue manager changes assigned technician = Dave– Dave reviews work order and changes Status = Acknowledged when he begins work on it– Dave resolves (Resolution tab) and fully documents (Notes tab) the work order before

changing status = Closed

Page 24: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 24

Exception #2

End User

Help Desk

Solver Group

A

NetworkSolver Group

Solver Group

C

Solver Group

B

Queue Manager

Solver Owner

Eric

Corrects any informationChanges status = AcknowledgedPerforms triageDocuments reason for reassignmentChanges status = OpenChanges assigned technician = Application solver group

Opens a Work Order

Completes Work Order InformationPerforms triageStatus = OpenAssigned technician = Network Solver Group

Changes assigned technician = Solver Owner Eric

ApplicationSolver Group

Queue Manager

Solver Owner Dave

Changes assigned technician = Solver Owner Dave

Corrects any informationChanges status = AcknowledgedDocuments steps to resolveDocuments resolutionChanges status = Closed

Page 25: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 25

3. P1/P2 Work Order Rules!!!

• When creating a work order, the person creating the work order will send a copy of the saved work order to: DOT-DL – IT-OUTAGE and business contacts

• Upon assignment of a work order to a solver group: the person making the assignment will immediately contact the manager of the solver group

• Upon assignment of a work order to an individual within a solver group: the person making the assignment will immediately contact the individual (work order owner)

• Upon re-assigning a work order between solver groups: the person making the re-assignment will immediately contact the manager of the receiving solver group… the work order Notes tab should be updated with the reason for reassignment

• The work order owner is required to provide documented (Notes tab) work order updates every hour until resolved (updated Resolution tab) and to close the work order promptly upon resolution

• Upon closing a work order, the work order owner will send a copy of the work order to: DOT-DL – IT-OUTAGE and business contacts

• The Help Desk will be the point of contact for all P1/P2 user/management questions

Page 26: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 26

Exception #3, Assignment to a Solver Group

End User

Help Desk

Solver Group

A

Solver Group

D

Solver Group

C

Solver Group

B

Queue Manager

Solver Owner F

Corrects any informationChanges status = AcknowledgedDocuments steps to resolve every hourDocuments resolutionChanges status = ClosedSends a copy of the work order to: IT Senior Staff

Opens a Work Order

Completes Work Order InformationPerforms triageStatus = OpenAssigned technician = Solver Group DContacts Solver Group D managerSends a copy of the work order to: IT Senior Staff

Changes assigned technician = Solver Owner FContacts Solver Owner F

Page 27: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 27

Exception #3: Solver Group Creates a Work Order

Solver Group

A

NetworkSolver Group

Solver Group

C

Solver Group

B

Queue Manager

Solver Owner F

Corrects any informationChanges status = AcknowledgedDocuments steps to resolveDocuments resolutionChanges status = ClosedSends a copy of the work order to: IT Senior Staff

Opens a Work OrderCompletes Work Order informationStatus = OpenAssigned group = Network (DL)Sends a copy of the work order to: IT Senior Staff

Changes assigned technician = Solver Owner EricContacts Solver Owner F

Page 28: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 28

Exception #3: Reassignment Between Solver Groups

End User

Help Desk

Solver Group

A

NetworkSolver Group

Solver Group

C

Solver Group

B

Queue Manager

Solver Owner

Eric

Corrects any informationChanges status = AcknowledgedPerforms triageDocuments reason for reassignmentChanges status = OpenChanges assigned technician = Application solver groupContacts Application Solver Group owner

Opens a Work Order

Completes Work Order InformationPerforms triageStatus = OpenAssigned technician = Network Solver GroupContacts Network Solver Group managerSends a copy of the work order to: IT Senior Staff

Changes assigned technician = Solver Owner EricContacts Solver Owner Eric

ApplicationSolver Group

Queue Manager

Solver Owner Dave

Changes assigned technician = Solver Owner DaveContacts Solver Owner Dave

Corrects any informationChanges status = AcknowledgedDocuments steps to resolveDocuments resolutionChanges status = ClosedSends a copy of the work order to: IT Senior Staff

Page 29: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 29

P1/P2 Contact Methods

• Primary options (use both)– Email– Phone call

• Secondary options– Face-to-face– Text message

• All work order assignment to individuals will be acknowledged by the work order owner (set Status = Acknowledged)

Page 30: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 30

Some Challenges

• Solver queue management… How will your solver group do it?

• Work order classification and documentation discipline

• Intergroup communication… contact and response required… no email assumption on P1/P2’s

• Problem resolution and follow-up… fixing problems, not symptoms

Page 31: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 31

On-line Examples

• Examples

• Customization– Start window– Grid

Page 32: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 32

Appendix

Slides can be found at…SharePoint

Shared DocumentsIncident Management

DocumentationTrack-It! Training Slides

Page 33: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 33

Priority Matrix

Priority Description Guidelines Examples

P1Critical

Any problem that prevents or potentially prevents the DOT from directly providing service to the public or impacts public safety.

External impact Impacts servicing the public or… Impacts public safety Time of day or week is not a dependency

• ALARS printer is down• Network to the Lowell office is down• Internet transactions are not being processed• Can not log into Citrix• FastLane user accounts can not be accessed

P2Urgent

Any problem that prevents or potentially prevents a DOT group of 2* or more people from doing their primary job.

Internal impact Impacts a group of employees or… Impacts a senior DOT manager or assistant* Prevents them from doing their primary job Time of day or week is not a dependency

• AutoCAD licensing sever is down• The Registrar’s PC has crashed• Set-up a laptop and projector for the Secretary’s meeting• Oracle Financials is down• The GDS CAD server at Kneeland street is down

* Problems that impact a DOT VIP are handled as P2’s.

Page 34: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 34

Priority MatrixPriority Description Guidelines Examples

P3High

Any problem that impacts a DOT employee from doing their primary job.

Internal impact Impacts a single employee Prevents them from doing their primary job

• A hard drive failure on a desktop• Mouse not responding• Request a screen and projector for a meeting

P4Medium

Any problem/request that impacts a DOT employee or group of employees but does not prevent them from doing their primary job or a change management request.

• Internal impact • Impacts a DOT employee or… • Impacts a group of DOT employees or…• A request• Does not prevent them from doing their primary job

• A local printer outage• The Extranet is down• Replace toner in a printer• Error opening Excel• Create a new distribution list• Change web content

P5Low

Any problem/request that needs to be resolved but has no immediate time constraint.

Internal impact Not time dependent or… Action is not required within the next few days or… A request for an application change

• WebEx training does not work for an intern• User needs a keyboard replaced… old one in “rough” condition• License and support renewal pending

Page 35: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 35

IT Help Desk ContactsLast Name First Name Desk Phone Cell Phone Location

Blodgett Douglas 413-582-0570 617-719-3057 D2 Northampton

Bly Larry 617-973-8341 617-549-6672 10 PP

Brandon Lawrence 617-973-8130 no cell 10 PP

Cameron Christopher 617-351-9717 781-686-3527 RMV Quincy HQ

Charlton John 617-973-8265 617-947-6741 10 PP

Colon Yasmani 617-973-8473 617-312-1423 10 PP

Cotter Keith 10 PP

Egwim Eugene 617-973-7424 617-780-6206 10 PP

Fitzgerald Rick 617-973-8474 339-226-2006 10 PP

Grovell Teslin 617-351-9721 617-921-2449 RMV Quincy HQ

Kulick David 508-884-4246 617-279-7022 D5 Taunton

Mayer Robert 617-973-8476 339-226-2019 10 PP

Navarro Tom 781-641-8467 617-721-8726 D4 Arlington

Nee William 617-973-8317 617-828-7294 10 PP

O'Donovan Mary-Anne 617-973-8262 781-325-2149 10 PP MWF

Onile Folabo 617-973-7982 617-908-0855 10 PP

Polanco Milagros 617-973-7418 no cell 10 PP

Puccia Albert 617-973-8324 10 PP

Spencer Charles 508-929-3884 857-334-5785 D3 Worcester

Sylvestre Kam 617-973-8340 617-869-4485 10 PP

Toner Edna 617-973-8475 617-312-9846 10 PP

Whittemore Jeffrey 413-582-0571 781-589-4513 D2 Northampton

Page 36: Rev. 1.0 1 IT Track-It! Training. Rev. 1.0 2 Agenda Overview Definitions Creating a work order Process flow Exceptions to flow Some challenges On-line

Rev. 1.0 36

Other ContactsLast Name First Name Desk Phone Cell Phone Group

Aylward Bill 617-973-7420 617-279-5206 Facilities

Batista Maria 617-973-7688 617-347-3730 Web Developer

Brugman Eric 617-973-8337 617-719-9118 Network

Crawford Booker 617-263-7969 617-447-3344 IT Ops

Dunn Phyllis 617-973-7208 - Bus Analysis

Francios Roland 617-821-0899 Facilities

Gopal Tan 617-973-7506 617-921-5717 IT Admin

Hunter Dave 617-973-8907 617-719-9120 App Support

Hyde Evelyn 617-263-7905 617-756-9781 IT Mngt Svc

Lee Donna 617-973-8943 617-921-0664 Application

Maffetore Jason 617-973-8933 617-921-1909 Business Apps

Marcucci Sue 617-351-9854 617-605-3748 RMV Bus Support

McDonald Rick 617-973-8308 617-594-2498 Teleco

Mirabella Steve 617-973-8381 617-971-2651 Reporting

Nawrocki Diane 617-973-8921 617-233-8044 PMO/Cust Eng

Nguyen Tri 617-248-2930 617-797-3402 Server

On Call Cell   - 339-221-1731 -

Perry Mary-Joe 617-263-7977 617-823-1936 IT Admin

Riggs Louise 617-973-8847 Project Mngt

RMV Business Support 617-351-7900

Simone Gary 617-973-8908 508-450-8643 App Dev

Spada Frank 617-263-7915 617-872-1821 ITS

Sugerman Carol 617-263-7913 617-861-7779 Data Mngt

Taggart Bill 617-351-9777 617-593-7013 Teleco

Vardalis George 617-973-8934 617-901-4604 QA/Release

Warren Aric 617-719-5660 Facilities

Wunderlee Susan 617-973-7414 Web Dev


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