module cc3002 post implementation issues lecture for week 4 ay 2013 spring
TRANSCRIPT
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Module CC3002
Post Implementation IssuesLecture for Week 4
AY 2013 Spring
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SUPPORT
• Help Desk
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Support Issues
•What do we need from System Support?• IS Support Service: The Help
Desk• Service Level Agreements• Enhancement Request
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Help Desk – Characteristics
• Purpose• Roles• Skills• Structure• Issue Tracking• Escalation• Customer Responsibilites
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Help Desk – Titles
• Computer Support Center• IT Response Center• Customer Support Center• IT Call Center• IT Support Desk
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Help Desk – Purpose
The help desk is essentially a central point though which
problems or issues are reported and subsequently managed and coordinated.
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Help Desk – Purpose
From a general or wider perspective, it is an integral part of the service function,
responsible for bringing resources together to address a
problem or other issue.Help Desk World(2012)
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Help Desk – Roles
• Help Desk Manager–Coordinates and controls help desk–Allocates resources
• Front Line Staff /Operators–Deal with customers reporting issue
• Back Line Staff/ Technicians–Deal with specialist issues
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Help Desk – Skills
• Proactive• Focus• Problem Solving• Communication• Technical Expertise• Customer Service
-Czegel, 1999
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Help Desk – Action• Customer identifies
difficulty/problem/issue• Reports concerns to Help Desk• Help Desk receives and logs items• Items referred to different support levels
until resolved
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Help Desk – Action
• Support Levels–First, Second and Third Level–Front Line and Back Line
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Help Desk – Action
• New issues logged in a dedicated Help Desk Management IS–Unique reference number is generated
for each issue• Help Desk Management IS is used to
track issues until resolved
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Help Desk – LondonMet
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Help Desk – LondonMet
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Help Desk – Known Issues
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Help Desk – Structure
Front Line
Second Level
Third Level
FRONT LINE
BACK LINE
Can’t be resolved by Front Line
Requires special expertise
Requires special expertise
Issues
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Help Desk – Support Models
• Tourniaire and Farrel, 1997–Front Line – Back Line–Touch and Hold
• Czegel, 1999–Resolve or Dispatch
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Front Line – Resolve or Dispatch
• Resolve – try to solve first– Attempts to deal with problem– Passes to next stage if not resolved within time
frame
• Dispatch – refer to problem immediately– Support issue received and logged– Immediately passes to second or third level group
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Front Line – Resolve or Dispatch
• Back Line Staff – divided to specialist groups–Hardware/OS/Application Software
• Each group has support queue• Front Line Staff–Dispatch issue to appropriate
support group
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Front Line/Back Line Model
• Front Line– Team of Junior Support Staff– Try to resolve issues within a set time period
• Back Line– Senior Support Staff– Take on issues not resolved by front line
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Front Line/Back Line Model
• Advantages– Utilizes staff effectively– Provides training/career path– Predictable customer model
• Disadvantages– Issues require hand over– Takes time– Risk of information loss– Customer interacts with many people
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Touch and Hold Model
• Front line retain ownership of the issue• Supported by more experienced
back line staff• No handover from front line to
back line
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Touch and Hold Model
• Advantages– Fewer handovers– Front line staff more skilled– Smoother work flow
• Disadvantages– Better qualified staff required for front line– Requires tighter management of back line staff
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Support Issue – Life Cycle
• Activities need to be logged–Contacting customer/user–Escalating the issue–Recording results–Resolving the issue–Update support issue achieve
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Contacting the Customer
• Ring customer with progress report• Send customer email updates• Attach screen shots/error messages• Arrange visits to resolve issue• Inform users about known problems
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Contacting the Customer
• New call logged• Update• Nearly resolved• Arrange visit• On hold• Resolved – Successful• Resolved – Unsuccessful
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Contacting the Customer
• Mailbox too large• Planned down time
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Contacting the Customer
• More down time
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Escalating the Issue
• Escalate issue to another level–For technical reasons–Issue not resolved in given time–Greater level of authority required
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Escalating the Issue
• Escalate issue to another level–For technical reasons–Issue not resolved in given time–Greater level of authority required
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Escalation
Reassigning an incident to a new resource that may have more specific expertise, available time, authority to
resolve issue.Microsoft,1997
Escalation raises the profile of an issue and is triggered by certain criteria
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Recording Results
• Nature of issue• Nature of investigation• Solution approaches• How resolved• Writing background notes
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Issue Tracking
• Need to keep track of support issues• Specialist Help Desk Mgmt IS used• Record details of each support
issue• Information used to manage– Individual issue/overall performance
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Issue Tracking - Initial
• Identify issue–Unique reference number
• Who logged the issue–Personal details
• When was issue logged?–Date and Time
• What is the priority of issue?–High/medium/low
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Issue Tracking – In Progress
• Current Status–Open/In Progress/Resolved
• Who currently owns the issue?–Support person working on the issue
• What has happened to date?–History of Events
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Resolving the Issue
• Communicate resolution to customer• Check the solution worked• Confirm closure of the issue
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Update Issue Achieve
• Recording details of support issue• Recording details of resolution• Update knowledge base–Help solve similar problems in
future
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Support Plan
• Sometimes called–A customer care plan–A service level agreement• Defines levels of service
customer can expect
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Support Plan – Defines
• What is supported–Scope of support, category of issue
• Who is supported–Support users/managers
• How is it supported–Help Desk procedures
• When is it supported–Hours of Service
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Customer Responsibility
• Who can report support issues• What information must be provided• How to contact Help Desk
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Support Plan – Agreement
• What the Help Desk will do–Target for responding and resolving
issue• What the Customer will do–Reporting support issues appropriately
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Summary• Purpose• Roles• Skills• Action• Support Models• Support Issue Life Cycle• Issue Tracking• Escalation• Support Plan
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Thanks Y
Thank You.