technical support jim everse director, technical support april 17, 2007
TRANSCRIPT
Technical SupportJim Everse
Director, Technical SupportApril 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:
- Appriss Operations Center (AOC) - Technical Support Services- Release Management- Federal Victim Notification Services (VNS)
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
ITSM and Service Processes
ITSM and Six Sigma
• What happens at the “Root Cause and Solution” process point?
• The Six Sigma DMAIC process– Define
– Measure
– Analyze
– Improve
– Control
Incident/Service Request Life Cycle
Incident Escalation Process
• AOC– Tier 1– Tier 2– Management
• Technical Support• Software Engineering, DBA’s, Interface
Engineering, Account Management, etc.
ApprissTechnology to Serve and Protect
Typical Service Requests
All Other6%
Inquiry (passwordreset, “how do I”, etc.)
33%
Change (booking system, release code, etc.)
37%
ImplementationRequest
9%
Event7%
Order (marketing materials)
8%
Adding a Self-Service Portal
• Customer survey Fall 2006 to assess customer satisfaction around the Account Management and AOC functions.
• Top 3 AOC Requests1. Incident numbers to track all issues
2. Better tracking capabilities
3. Proactive status updates
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
Visible Portal Values• 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
How Do I Sign-up?
• Contact the Appriss Operations Center– 1.866.APPRISS, option # 2
• E-mail Karen Preston– [email protected]
Agencies On-line
Incident TicketsIncident Tickets
Front Range Incidents vs. Jx and VINE On-linesLast Update 04 April 2007
0
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Incidents Agencies
Where Are We Now?
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
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
Pop Quiz !
1. Name 2 of the 4 Appriss Technical Support areas. Appriss Operations Center, Federal Victim Notification Service,
Technical Support Services, Release Management
2. How many status options in the Self-Service Portal? Any one of 12 status’ could be displayed
3. What tool is being implemented in addition to ITSM? Six Sigma
4. Who do I call to get access to the Self-Service Portal? The Appriss Operations Center at 1.866.APPRISS, Option 2
5. Name 1 of the top 3 items requested by Program Managers in Appriss’ 2006 customer survey. Tracking numbers, tracking capabilities, proactive updates
6. Bonus Question !
Questions / Comments ?
• Jim Everse– Director, Technical Support– [email protected]– 1.866.APPRISS, ext. 5668
• Bob Popeck– Manager, Appriss Operations Center– [email protected]– 1.866.APPRISS, ext 5502