1. DTF, 2002-05-29 / L. Pregernig, CERN, IT-US 1 Helpdesk Changes Desktop Forum L. Pregernig, 2000-05-29

2. DTF, 2002-05-29 / L. Pregernig, CERN, IT-US 2 Helpdesk Changes: Current Situation l Some statistics – “Average Week” u “Average week”: 600 calls –Answered “first time”: 215 –Escalated: 160 by design (eg, EDMS), 225 unresolved to Level 2 –Figures correspond to expected performance at the contract level l User perceptions u “Helpdesk not functioning” –Translates into: “support chain not working”, because users typically refer to the “entry point” (Helpdesk) u Call avoidance –User strategies: ask a colleague, email a friend, call Helpdesk –Comparison with industry (Gartner Group): Industry: 1-2 calls per month and desktop CERN: 0.3-0.6 calls per month and desktop

3. DTF, 2002-05-29 / L. Pregernig, CERN, IT-US 3 Helpdesk Changes: Objectives l Objectives u Increase first-time problem resolution (as seen by the users) from “20%” to 80%, reach user satisfaction level of 75% –Higher skills at Helpdesk –Extend time (now 10’) to find a solution at first call –Improved procedures: close open loops with service providers (information), quality assurance of replies, ticket flow (user wants a problem solution), –“Engineer in charge”: responsible to the user for problem resolution, quality assurance, user information (Zephyr, Web content, service status), link between users and service providers –Better tools: content of, and access to, knowledge database (Q&As), automated support actions (quota?)

4. DTF, 2002-05-29 / L. Pregernig, CERN, IT-US 4 Helpdesk Changes: Getting There l Reaching the objectives u Information gathering –Shifts with Helpdesk –Industry comparisons –Helpdesk backing up u Analyze findings –Shifts with Helpdesk (Feedback given to Helpdesk): communication, “personal” approaches, training, user expectations, working conditions –Industry comparisons: somewhat difficult Remedy tickets “domain oriented” (eg, mail, Web), industry uses Gartner Group categories (“How to”, “Break/Fix”), data mining done –“Helpdesk backing up”: during 2 weeks Helpdesk backed up with one staff from IT-US: jump in first-call resolution observed u Redesign current model –“Backing up Helpdesk” looks very promising –In-depth test during 4 weeks, running since 6 May

5. DTF, 2002-05-29 / L. Pregernig, CERN, IT-US 5 Helpdesk Changes: Summary l Summary u Discrepancy between user expectations/perceptions and contract performance u Contract funding subject to CERN policies u “Backing Up” model looks very promising u Implementation target: “Summer 2002”

6. DTF, 2002-05-29 / L. Pregernig, CERN, IT-US 6 Helpdesk Changes: Statistics CALL DETAILS First-time answerForwarded to support linesTotal "Simple"OtherEDMSLocalPrinterIT-US 129865111169154600 "Simple":passwords (60%), quota (30%), documentation, directions Other:mostly "How to …" (eg, set/change mail forwarding) Local: HW/SW issues of all kind for desktops and portables Printer:50% HW, 50% toner IT-US:about 35% registration, 15% file reloads, 25% mail/Web