1 / 25

Technical Support

Technical Support. Jim Everse Director, Technical Support April 17, 2007. What is Technical Support?. Appriss Technical Support exists to assist a site and/or agency after initial rollout. Changes, enhancement requests or questions go through Technical Support. Technical Support includes:

Télécharger la présentation

Technical Support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Technical Support Jim Everse Director, Technical Support April 17, 2007

  2. What is Technical Support? • Appriss Technical Support exists to assist a site and/or agency after initial rollout. Changes, enhancement requests or questions go • through Technical Support. • Technical Support includes: • - Appriss Operations Center (AOC) • - Technical Support Services • - Release Management • - Federal Victim Notification Services (VNS)

  3. Building Service Excellence • Using ITIL (IT Infrastructure Library) • Provides a worldwide best practice framework for IT Service Management (ITSM) • ITSM focuses on: • People • Processes • Technology

  4. ITSM and Service Processes

  5. ITSM and Six Sigma • What happens at the “Root Cause and Solution” process point? • The Six Sigma DMAIC process • Define • Measure • Analyze • Improve • Control

  6. Incident/Service Request Life Cycle

  7. Incident Escalation Process • AOC • Tier 1 • Tier 2 • Management • Technical Support • Software Engineering, DBA’s, Interface Engineering, Account Management, etc.

  8. Order (marketing materials) Event 8% 7% Implementation Request 9% Change (booking system, release code, etc.) 37% Typical Service Requests All Other Inquiry (password reset, “how do I”, etc.) 6% 33% Appriss Technology to Serve and Protect

  9. Adding a Self-Service Portal • Customer survey Fall 2006 to assess customer satisfaction around the Account Management and AOC functions. • Top 3 AOC Requests • Incident numbers to track all issues • Better tracking capabilities • Proactive status updates

  10. Self-Service Portal • Log into the Self-Service Portal to: • Submit a new problem ticket • Check the status of an active problem ticket • 12 different status options • Review a closed problem ticket • View all outstanding problem tickets • Learn about or link to other Appriss products

  11. Logged – incident has been logged in Front Range Active – incident is being addressed Waiting on Customer Change Submitted –a request for change has been made Change Pending – change order is being signed Change Active – the change process is underway Duplicate Problem Submitted – source of problem found and submitted to Tech Support for evaluation Problem Pending – problem acknowledged by Tech Support Problem Active – Tech Support is actively researching Resolved Closed Visible Portal Values

  12. How Do I Sign-up? • Contact the Appriss Operations Center • 1.866.APPRISS, option # 2 • E-mail Karen Preston • kpreston@appriss.com

  13. Where Are We Now? Incident Tickets Agencies On-line

  14. Vision for the Future • Prioritized Self-Service Portal Enhancement Requests: • More progress/status detail • Attachments on Incidents • Time frames to complete change tasks • Print capabilities • Single login (current security requires two) • Place to add ongoing notes on an Incident

  15. The Improvement Journey • ITSM Implementation • Incident and Problem are complete • Base Self-Service Portal is complete • Enhancement needs collected • Enhancement implementation being planned • Change and Knowledgebase are underway • Six Sigma • DMAIC overview is complete • Departmental engagement is underway • Projects underway in AOC, VNS and Release Management

  16. Pop Quiz ! • Name 2 of the 4 Appriss Technical Support areas. • Appriss Operations Center, Federal Victim Notification Service, Technical Support Services, Release Management • How many status options in the Self-Service Portal? • Any one of 12 status’ could be displayed • What tool is being implemented in addition to ITSM? • Six Sigma • Who do I call to get access to the Self-Service Portal? • The Appriss Operations Center at 1.866.APPRISS, Option 2 • Name 1 of the top 3 items requested by Program Managers in Appriss’ 2006 customer survey. • Tracking numbers, tracking capabilities, proactive updates • Bonus Question !

  17. Questions / Comments ? • Jim Everse • Director, Technical Support • jeverse@appriss.com • 1.866.APPRISS, ext. 5668 • Bob Popeck • Manager, Appriss Operations Center • bpopeck@appriss.com • 1.866.APPRISS, ext 5502

More Related