SMART Help Desk Kickoff April 1, 2010

2 Welcome

3 Meeting Agenda  Welcome  SMART Help Desk  Incident Resolution Process  Tier 0 End-User Support Resources  Contacting the Help Desk  ServiceDesk: Help Desk Software  Wrap-up and Close

4 Welcome and Introductions Kent Olson, State Project Director, Director of Accounts and Reports Mary Vanatta, SMART Help Desk Lead Connie Guerrero, State Enterprise Readiness Manager Donna Harold, Accenture Enterprise Readiness Manager

5 Housekeeping Bathrooms Please set cell phones and pagers to silent Break during session planned Let’s have fun!

6 SMART Help Desk

7 SMART Help Desk Vision The SMART Help Desk exists to provide solutions to our end-users “The SMART help desk provides prompt, professional support.”

8 Goals of the SMART Help Desk Provide a managed and structured approach for support of SMART Establish and implement secure and efficient help desk procedures Maintain adequate staffing and training to support end-users Encourage end-users self service issue management and knowledge enhancement Support ongoing software module implementations and upgrades

9 What is a SMART Help Desk Contact? Serves as the agency’s centralized point(s) of contact for end- users who have questions or issues Attempts to resolve questions and issues at the agency level using resources available (SMART Help Desk Web-based tool, SMART Web-site, SMART on-line training, other agency supplied resources) Has access to ServiceDesk, the help desk tool: –Research previous solutions and related items –Log incidents with the SMART help desk –Track incidents

10 SMART Help Desk Liaisons Each Agency designated a SMART Help Desk Liaison and back-up. SMART Help Desk Liaisons have the same responsibilities as SMART Help Desk Contacts SMART Help Desk Liaisons will also be responsible for contacting the SMART Help Desk to request or change security access to SMART Help Desk Web- based Tool (ServiceDesk)

11 Incident Resolution Process

12 ServiceDesk ServiceDesk: –Help Desk software purchased by the State of Kansas to support SMART end-users Web-based Self-service Knowledge Base Incident Management

13 Incident Resolution Process Key Terms Incidents: –Questions or issues that occur and interrupt the ability of a SMART or SHARP Time and Labor end-user to be productive Incident Management: –Process of identifying, logging, classifying, and resolving incidents End-users: –Agency end-users of SMART or SHARP Time and Labor Support Analysts: –Support staff that record and resolve incidents

14 Tiered Support Structure Agency End-User / Agency SME Agency resources resolve issues with resources available to them Help Desk Help Desk Analysts receive incoming tickets and resolve level one issues Finance Team Business Analysts receive and resolve escalated functional issues Technical Team Technical Analysts receive and resolve escalated technical issues 0

15 Resolving Incidents: Responsibility of All Four Tiers All four tiers of the SMART Help Desk tiered support structure have a role in resolving incidents quickly and promptly!

16 Tier 0 Agency Resolution Process

17 Four Paths for Tier 0 Incident Resolution SMART Password Reset –End-user calls the SMART Help Desk Security access to ServiceDesk –End-user contacts SMART Help Desk Liaison Security access to SMART –End-user contacts SMART Security Liaison All other questions or issues that occur and interrupt the ability of a SMART or SHARP Time and Labor end-user to be productive –End-user accesses online training material and SMART web site –End-user escalates issue to SMART Help Desk Contact submitting a request to the SMART help desk

18 Agency Help Desk Contact Responsibilities Agencies have designated one or more representatives to act as SMART Help Desk Contacts who will: –Assist agency end-users with incidents and troubleshoot agency questions –Use online support resources Training materials; UPK, WBT SMART website Knowledge Base –Log the incident online or call the help desk –Track pending incidents and review past incidents –SMART Help Desk Liaisons will also request security access to ServiceDesk for additional SMART Help Desk Contacts submitting a request to the SMART help desk

19 Tier 1 Responsibilities SMART Help Desk Tier 1 support analysts will: –Answer calls promptly –Reset SMART passwords – via the phone –Maintain security access to ServiceDesk –Log incidents received via the phone –Review incidents received via the web –Document each incident fully; detailed and informative –Resolve high level functional incidents –Escalate incidents to Tier 2 and 3 support analysts –Provide announcements and updates –Create and maintain the knowledge base

20 Tier 0 End-User Support Resources

21 UPK: User Productivity Kits User Productivity Kits (UPK): –Interactive training tool giving you a step-by-step walk-through of a specific process or procedure pertaining to SMART See it - View step by step demonstration Try it - Interact with SMART Know it – Test your knowledge Do it – Practice completing the task Use the Help Link in SMART –Access context sensitive help relating to the SMART module –Available from: Training Link>SMART Course Catalog

22 UPK Context Sensitive Help Demonstration

23 UPK Context Sensitive Help Demonstration

24 UPK Context Sensitive Help Demonstration

25 UPK Context Sensitive Help Demonstration

26 UPK Context Sensitive Help Demonstration

27 SMART Website SMART Web-site –News and Announcements –Meeting Materials Change Agent Network (CAN) Meetings Business Process Workshop (BPW) Presentations Small Agency Meeting Presentations –Training Materials Course Catalog –Web-Based Training (WBT) and User Productivity Kits (UPK) – Participant Guides from Instructor Led Courses Other Training Resources –General Navigation, Business Process Flows

28 SMART Help Desk Contact Subject Matter Experts Search Knowledge Base Articles –Available in ServiceDesk –Based on business process areas –Find solutions for agency end-users before reporting an incident Search Resolved Incidents –A database of information relating to previously resolved incidents –Research past incidents for quicker resolution

29 Contacting the Help Desk

30 Methods of Contact SMART Help Desk Contacts are encouraged to use the ServiceDesk software to log an incident End-users can call the SMART Help Desk Hours of Operation –Go-live: 7 am – 6 pm –Steady State: 8 am – 5 pm

31 When To Call the Help Desk Password reset requests – passwords can only be given over the phone to the end-user End-user does not have a ServiceDesk login and SMART Help Desk Contact is not available

32 Benefits of Using ServiceDesk Call volume is expected to be high Incident can be logged quicker vs. making a phone call and possibly being placed on hold Logged incidents are routed to a support analyst based on type of incident After hours accessibility Ability to attach files –Screenshots –SMART security access Access to all incidents and solutions in one location

33 C minutes BREAK Please return in

34 ServiceDesk: Help Desk Software

35 ServiceDesk Software Key Terms Requester: –ServiceDesk term for the SMART or SHARP Time and Labor end-user who is associated with the logged incident Request Form: –Web-based form that is filled out during the incident initiation process Incident Requests: –The submitted incident that is documented on the request form. Also known as a “Request” in Service Desk.

36 ServiceDesk Software Key Terms (continued) Solutions: –Knowledge Base articles found in ServiceDesk Announcements –Posted news and updates within ServiceDesk Resolutions –The solution that has been documented by the support analysts under “Resolutions” within ServiceDesk

37 ServiceDesk Security Access ServiceDesk requires a secure login and password Security Logins –User names are a schema –Initial Passwords are the employee ID Request new logins through ServiceDesk or call the SMART Help Desk SMART Help Desk Liaisons will be provided ServiceDesk initial logins via secure before go-live

38 Demonstration Topics  Logging Into and Using the ServiceDesk Portal  Researching Past Incidents and Solutions  Logging an Incident  ServiceDesk Communications  Incident Resolution

39 Demonstration: Logging into ServiceDesk Navigate to ServiceDesk –Link will be available on the SMART web page Enter Username and Password Click Login

40 Demonstration: Changing ServiceDesk Password As a Department of Administration policy requirement, SMART Help Desk Contacts should change their ServiceDesk password every 30 days The top right hand corner of the ServiceDesk home page has a Personalize link which brings up the Change Password page

41 Demonstration: Agency Portal 1.Check Announcements 2.Check Requests 3.Search for a Solution (Knowledge base) 4.Log an incident

42 Demonstration: Check Announcements Click on the Announcement within the Agency portal Read the Announcement and check date

43 Demonstration: Check Requests Click the Request tab on the agency portal to see logged incidents in the Request View screen Alternatively, click the link in the “My Summary” area Filter Requests to All Department Requests

44 Demonstration: Check Requests Sort by Subject, Requester, and Created Date Review Pending, Open and Closed Requests Click on the request link to see more details of an individual request

45 Demonstration: Search for a Solution Search for a Solution by typing in a keyword in the Search Solutions box on the agency portal Click on the solution title link to read the solution

46 Demonstration: Log an Incident After attempting to resolve at the agency level: –Click the “New Request” button within the Agency Portal to log an incident –New request form will open

47 Demonstration: Log an Incident 1.Contact information 2. Answer agency questions 3. Categorize the incident 4. Summarize the incident 5. Describe incident in detail 6.Attach Files 7.Submit the request

48 Demonstration: Contact Information and Agency Questions Contact Information populates based on user login Answer questions regarding self-resolution Note: Fields with an asterisk are required fields

49 Demonstration: Categorize the Incident Categories: –Pertain to a particular module or process in SMART, SHARP, or a distinct subject area –Example: Accounts Receivable Sub-Categories: – Further defines the Category – Example: Deposits Select category/sub-category from the drop down boxes

50 Demonstration: Summarize the Incident Summarize the incident by typing a short summary of the incident in the “Subject” box For example: Be Clear and Concise WhatWhereDetail ErrorOn reportFor depreciation calculation Need accessIn SMARTFor voucher approval Can’t find trainingIn the LMSFor data warehouse Want new reportIn the data warehouseFor aging receivables

51 Demonstration: Describe Incident in Detail Provide detailed information about the incident in the “Description” box Where is the incident in SMART occurring? What error messages are being received? What was the end-user trying to do? What online resources did they use? What were the actions taken at the agency?

52 Demonstration: Attach Files Attach files to incident requests by clicking on Attach File –Screenshots of error messages –File size limited to 10MB –Sensitive data must be blacked out or not attached Social Security numbers, P-card numbers, personal addresses, employee ID, bank account numbers Click on Browse, Search for File, Click on Attach File

53 Demonstration: Submit the Incident Submit the incident by clicking on “Add Request” Submitted request will appear

54 Demonstration: ServiceDesk Communications notification is sent to the requester from the SMART Help Desk when: –Incident has been submitted –Support analyst replies to the incident within the software –Incident is resolved and closed Notification has a link to the online request and contains details regarding the incident Do not reply to this

55 Demonstration: Communication When Incident Is Submitted After submitting the incident the requester will receive an notification from the SMART Help Desk

56 Demonstration: Communicating in ServiceDesk Communicate through ServiceDesk with the support analyst that is assigned to resolve your incident –The method to contact your support analyst –Maintains communications within ServiceDesk for future reference –You will receive a notification from the SMART Help Desk when a reply is added by the analyst Click Reply, type the message and click Add.

57 Demonstration: Communication When Incident Is Has A Reply The analyst may have additional questions or may have a reply to your communication. The requester will be notified by from the SMART Help Desk Reply to this within ServiceDesk

58 Demonstration: Communication When Incident Is Closed After the support analyst resolves and closes the incident, the requester will receive an from the SMART Help Desk Click the link within the to review the incident and resolution

59 Demonstration: Incident Resolution The resolution will be posted in the “Resolution” area Click on the “Resolution” tab View the resolution

60 Wrap-up and Close

61 Next Steps Create communication for SMART Help Desk Contacts to distribute to agency end-users regarding the Tier 0 responsibilities End-user Testing – Pilot SMART Help Desk to report incidents End-user Training – Trainers will report incidents during training Create Knowledge Base Articles - Support Analysts to build a database of solutions Operation Readiness Testing – Pilot SMART Help Desk to finalize processes

62 Questions?