1. Process, Tools, Evaluation
Help Desk Operations
Process, Tools, Evaluation

2. Help Desk Structure
Single Point of Contact
Multi-level Support Model

3. Incident Management Process
Well-defined
Formal
Uses telephone, face-to-face, , web-based interfaces

4. Step 1: Receive Incident
Establish relationship with user
Scripted / recommended greetings
Language used
Identify support person/group
Notice of monitoring
Name of user
Apologies for wait

5. Step 2: Prescreen The Incident
Filter process
Information or incident?
Determine what needs to be incident
Try to close w/o going to next step

6. Step 3: Authenticate The User
Authorized to help user?
What level of service

7. Step 4: Log Incident Tracking # User Information Date/time opened
Who logged incident
Problem category
Priority
Problem Description

8. Step 4: Log Incident (cont)
Assigned to/ escalation
Action Taken
Resolution
Closed by
Date/time of resolution

9. Step 5: Screen Incident
Categorize
Describe

10. Step 6: Prioritize Who is affected How many are affected
Queue philosophy

11. Step 7: Assign The Incident
Try to solve at the lowest level
Appropriate assignment

12. Step 8: Track Update progress Serves as history
Limit time to check progress

13. Step 9: Escalate Set policy/procedure for when
Set period of time – make automatic

14. Step 10: Resolve Incident
User’s problem has been solved OR
Complaint has been noted and referred
Doesn’t mean customer is satisfied!
Minimize dissatisfaction
Goal is win/win

15. Step 11: Close
Feedback
Insure resolution

16. Step 12: Archive Scheduled times for archiving Knowledge Base
Review trends/ patterns

17. Tools Help Desk Software Log/Track Incidents
Contact information
Product information
Information resource links
Configuration information
Diagnostics / Remote Access
Problem-solving Database

18. Tools (cont) Help Desk Software (cont) Order Entry Customer Feedback
Asset Management (Inventory
Service Management (warranties/maintenance)

19. Tools (cont) Help Desk Software (cont) Statistical Reports
Abandoned calls, call closure rates
Receipt to closure
FAQs
Customizable Interface/Reports
Phone/Computer Integration

20. Other Support Tools ACD (Automated Call Distributors) Web Site Support
Remote Diagnostics

21. CRM Customer Relationship Management: Meet needs of customer
Each customer is reason company exists
Cost to replace a customer is greater than cost of managing a customer

22. Evaluation Method Decide on criteria
Determine importance of each criteria
Rate each product for each criteria
Compute average ratings
Weight ratings by importance
Compute/compare total rating for each product

23. Criteria Hardware/Sofware Speed Capacity Capabilities/features
Transaction volumes
Compatibility
Upgradability/Scalability

24. Criteria (cont) End User Needs Ease of learning Ease of Use
Mandatory Features
Desirable Features

25. Criteria (cont) Support Cost
Technical support service, troubleshooting
Installation assistance
Training
Documentation
Maintenance, Repair
Cost
Total cost of ownership (TCO)

26. Example: Weighted Evaluation
Criterion
Importance
Product X
Product Y
Configuration
25%
90 * .25 = 22.5
70 * .25 = 17.5
Scalability
35%
70 * .35 = 24.5
Vendor Support
10%
50 * .10 = 5.0
95 * .10 = 9.5
Ease of Learning
30%
60 * .30 = 18.0
90 * .30 = 27.0
Totals
100%
70.0 (/ 100)
78.5 (/100)