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: - 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 –D efine –M easure –A nalyze –I mprove –C ontrol

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.

Appriss Technology to Serve and Protect Typical Service Requests All Other 6% Inquiry (password reset, “how do I”, etc.) 33% Change (booking system, release code, etc.) 37% Implementation Request 9% Event 7% 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 Requests 1.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 Karen Preston

Agencies On-line Incident Tickets 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 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 –1.866.APPRISS, ext Bob Popeck –Manager, Appriss Operations Center –1.866.APPRISS, ext 5502