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Tech Ware ITSM

Tech Ware ITSM. FinWorks Help Desk. Michael Pratt IT261 17EW6 Final Project. About FinWorks. Finance Application which assists clients with payroll, accounting, and other finance available aspects. Application is tailored for each client.

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Tech Ware ITSM

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  1. TechWareITSM FinWorks Help Desk Michael Pratt IT261 17EW6 Final Project

  2. About FinWorks Finance Application which assists clients with payroll, accounting, and other finance available aspects. Application is tailored for each client. Help Desk resource available to all FinWorks clients.

  3. FinWorks Help Desk The Help Desk Services over 2000 clients. Troubleshooting is assisted by prioritizing issues on a escalating tier system based on complaint. Help Desk personnel utilize existing resources in TechWare databases for issue resolvent or escalation if issue was not seen before. Resolving of issues is dependent on initial tier assignment of problem reported.

  4. Client Complaints. • Clients report level of support as a problem. • Clients unable to reach help desk in a timely manner. On hold for an extended length of time. • Resolutions are taking longer.

  5. Complaint Resolution • Data Analytics. • Determine call volumes by time and date over a period of a few months to determine necessary staffing strength of help desk personnel. • Determine average length of time of calls from initiation to resolution to identify where some staff is on the phone longer than necessary or if there is a problem in the troubleshooting process. • Re-evaluate and improve help desk staff training on proper help desk procedures, SLA standards, Tier categorization, and FinWorks. • Ensure help desk personnel are properly certified.

  6. More Fixes • Service Level Agreement (SLA) • Currently TechWare does not provide software training to clients per the SLA. By creating a short training program for all users of the software, some calls for service to the front desk may be negated, dropping overall call volume. • Re-evaluate Tier structures from 5 to High, Medium, and Low in priority as the system can be bloated and further confuse personnel of assigning a proper tier for resolution. Some elements can be defined differently for some personnel in a numbering scheme. • Ensure the SLA continues to evolve over time as the needs of the company and the clients evolve.

  7. Goals and Objectives of a Help Desk How do we measure success of an IT Help Desk? First Call Resolution Rate Average Resolution Time SLA Compliance Client Satisfaction https://blog.samanage.com/it-service-management/setting-it-service-management-goals-for-2015/

  8. So again, what are the Goals? Should we even have Goals as a help desk? Customer Satisfaction Customer Satisfaction Customer Satisfaction Customer Satisfaction

  9. How do we improve client satisfaction?Utilization of KPI’s (Key Performance Indicators) Measurable value on effectiveness of achieving objectives. Numerous types of KPI’s for different aspects of business. KPI’s can be for an organization as a whole, or pertinent to just specific departments. https://www.klipfolio.com/resources/articles/what-is-a-key-performance-indicator

  10. Key Performance IndicatorsSo what do we focus on as a Help Desk? First Call Resolution Rate Ticket Volume Trends SLA Compliance Rate Software Asset Utilization Rate https://blogs.manageengine.com/help-desk/servicedesk/2016/05/23/8-kpis-that-every-it-help-desk-needs-to-know-introduction.html

  11. Ticket Volume Trends Total Tickets handled within a given time frame. Identifies Peaks and Troughs to optimize resource management Establish a staffing model Analyzes service request patterns https://blogs.manageengine.com/help-desk/servicedesk/2016/05/23/8-kpis-that-every-it-help-desk-needs-to-know-introduction.html

  12. First Call Resolution Rate Incidents resolved by the first level of support. Associated with higher customer satisfaction. The Importance of FCRR must be understood by all technicians.

  13. SLA Compliance Rate Percentage of incidents resolved within SLA standards Identifies areas of strengths and needed improvements Checks performance of the help desk against the SLA

  14. Software Asset Utilization Rate Percentage of software and licenses used Resource allocation and utilization by help desk personnel is important for client satisfaction and increased FCRR Can be in house our 3rd party software.

  15. Establishing Levels of Service Conduct an Assessment Establish Improvement Plan Implement the Plan Measure Performance to ensure plan is working. Make necessary adjustments. http://g2sf.com/establishing-a-service-management-baseline/

  16. ITIL v3

  17. Stakeholder & User Needs STAKEHOLDER: Timely Ticket Resolution STAKEHOLDER: Excellent Customer Service USER: Easy Retrieval of Information USER: Adequate Staffing Levels / Call Handling

  18. Acceptable Service Professional and Polite handling of calls. Troubleshoot and Diagnose the issue correctly. Provide a resolution in a timely manner. Implement the resolution or escalate the ticket.

  19. Improvement Measures Call Surveys / Feedback Call Monitoring and Report Generation Stakeholder and User Interviews Data Analysis

  20. Service Level Monitoring Important to ensure continued service level Continuing process Improvement Measures Data Analytics

  21. FinWorks SLA • Provided Service • Inclusions • Exclusions (Non-Hosted Clients) • Application/Network Availability • Network/System Maintenance

  22. FinWorks SLA Service Ticket Initiation Service Ticket Response Application Resolution Methods Escalation

  23. Why is the SLA Important? Clearly spells out service and contact information Defines severity Provides information on response and resolution requirements How tickets escalate and the process it involves. http://www.smashstack.com/articles/you-sla-me-the-importance-of-a-good-service-level-agreement/

  24. Performance DeficienciesThree Main issues reported by Clients Hold Times Reported issues taking longer to resolve Level of technical support unsatisfactory

  25. SLA Metrics

  26. Recommendations Improved initial and continued training of all help desk personnel Increased requirements of hiring. Establish staffing flow Implement quality control program with weekly updates

  27. State of Improvement Continuous Improvement is a Must Continued monitoring and improvement identified by SLA standard failures and KPI’s will help continued improvement. Reward systems for goals met

  28. Communication Improvement Customer Service Relations Extended Communication Platforms

  29. Call Flow

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