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Service Requests

Service Requests. BP4SM 9.3 Greg Baker ( gregb@ifost.org.au ). How to structure a team’s work. Usually… make less experienced staff do the following: Answer the phones M onitor for incoming email requests Process requests coming in through employee self-service

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Service Requests

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  1. Service Requests BP4SM 9.3 Greg Baker (gregb@ifost.org.au)

  2. How to structure a team’s work • Usually… make lessexperienced staff do the following: • Answer the phones • Monitor for incoming email requests • Process requests coming in through employee self-service • Handle what they can, escalate what they can’t • Often called a “help desk” or “service desk”

  3. When is that a bad idea? • When your customer’s time is much more valuable that your staffing costs. • Stock broking • Parliament • When your team is very small. • When your team is a Theory-of-Constraints bottleneck for the organisation.

  4. What do customers call about? • Request information (service request) • Request some service (service request) • Report that something has broken and needs to be fixed (incident) • Needing a change in process or environment (change)

  5. Service Requests Logging (Entitlement Phase)

  6. Registering a new interaction ( service request )

  7. Who’s asking? Remember: you can auto-complete this field. Leave it blank and hit “Fill” to search. Leave “Service Recipient” blank and it will copy from “Primary Contact”. Enter a name if a secretary is callingon behalf of an executive, or someone calling for a colleague.

  8. Reminder: ways to find contacts • Type the person’s whole name. Usually “Surname, Firstname”. Press Alt-F9 to make sure it’s right. • Type *DAVID* and then Alt-F9 (finds all the Davids) • Hit Alt-F9 on an empty field. This brings up a search screen.

  9. Is this person a whining, annoying repeat complainer? Get a list of the customer’s other requests by clicking on the magic colour wand icon.

  10. Service and Affected CI Required: either Business Service, Affected CI or both. Determines team who will handle this problem (unless over-ridden) • Business Service: the service you offer to the customer has a name. • Email • Finance • HR • Configuration Item: the unique name for the thing affected. • PC1024256 • SAP • K: drive Note: magic wand buttons (shows other active calls about this item or service)

  11. A note about subscriptions • Not everyone can call about every service. • Your department doesn’t use that application. • You aren’t authorised to use that application. • To be allowed to call, there must be a Subscription between the contact and the business service.

  12. Title and Description One-line summary Full details of the nature of the problem. Search the knowledge base for solutions and information related to the description text.

  13. Cheque yore speling To bring up the spellchecker, Hit Ctrl-Alt-C orShift-Alt-C or press the spell checker icon: This is only active on long text fields (such as the Description and update journals).

  14. Categories If you choose “request for administration” or “request for information” the menu bar adds “Quick Close” and “Submit”. A service desk call can get escalated to a new incident or escalated to relate to an existing incident; or you can fix it immediately. A request for a change will have to escalate into a change ticket and go through the appropriate workflow.

  15. Subcategory and Classification • Just used for reporting. • Get tweaked occasionally. • Options depend on chosen Category Request for Information Complaint General Information How To Invalid Request Status Incidents Data Desktop Hardware Network Performance Security Software Request for Administration Grant Access Password Reset Request for Change Emergency Normal Standard

  16. Impact and Urgency define Priority Enterprise + Critical or High = Highest priority. Site/Dept + Critical = Highest priority .... User + Low = Lowest priority High priority incidents have special handling.

  17. Congratulations! You have completed all mandatory fields! • Other common fields… • Medium of request (email, chat, phone,fax) • Call back method • Alternate contact number • Attachments (other supporting documents) • Expected resolution date • Closure code and Solution

  18. Can you solve it now?

  19. (Quick Close) Provide a fulfillment code and solution And then press “Finish”.

  20. (Quick Close) Done! The customer has just been emailed by Service Manager to say that this ticket has been opened and then closed. It also appears in employee self-service view.

  21. Exercise – Quick Close • Imagine you have been called by a customer asking for some information. Log a ticket in their name by going to “Service Desk” then “Register New Interaction” • Your instructor will suggest an appropriate Service and/or Affected CI • Write a title and description. • Set the category to “request for information”. • Find a suitable subcategory and classification. • The impact and urgency are likely to be low. • Hit quick close and supply a solution and fulfillment code.

  22. Searching

  23. Searching Tricks • Smart Search Enter 10146 to find SD10146 • ROB* This field begins with “ROB” • *ROB* This field has “ROB” in it somewhere • >SD10148 Find any ticket newer than SD10148

  24. A search can return several results; possible output styles Style 1 Style 2

  25. Small matches • Only one match? You go straight to the record. • No matches?

  26. Exercise – Searching • You want to find the ticket you just closed. • Look for records closed between yesterday and today • Or, look for records where you are the owner • Or, look for records with that primary contact • Search for all open tickets

  27. Service Requests Service Manager tools; what you can work on

  28. What if I can’t solve it immediately? • Log the ticket as before • Hit “Submit” instead of “Quick Close”.

  29. Submit = Save

  30. The ticket is now in the to-do view

  31. What can I do with a ticket? Someone else called asking for the same thing. You can also create templates if this happens a lot. (Then use Apply Template to fill fields in quickly.)

  32. What can I do with a ticket? Show or link to related records.

  33. What can I do with a ticket? It’s a good idea to write up anything complicated. Then other staff can search for it later and learn from your wisdom.

  34. What can I do with a ticket? Send yourself an email to remind yourself to work on this again.

  35. Send Reminder Screen How long? D HH:MM:SS. Is that working hours, or clock hours? On what shift? Do you want the reminder even if you’ve worked on it? What do you want the reminder to say?

  36. What can I do with a ticket? It’s not real unless you’ve put it on to a dead tree, eh?

  37. What can I do with a ticket? Add something that must be done before this ticket will be allowed to close. (Only applies to tickets which have a related incident.)

  38. What can I do with a ticket? If you have service level agreements, this shows the alarms that have fired. E.g. 50% of allowed time has been used.

  39. What can I do with a ticket? They don’t need it any more.

  40. Exercise – More actions • Imagine you have been called by a customer asking for some information that requires some research. Log a ticket in their name. • Instead of “Quick Close”, use “Submit”. • Find the ticket in your to-do queue. Double-click on it. • Send yourself a reminder to work on it in a few minutes’ time. Use a Pop-up or Email.

  41. Service Requests Assignment and Journals

  42. Ticket Lifecycle(Request for Information or Incident) • Abandoned • Customer Not Satisfied Request for administration adds a status “Waiting for Approval”. Request for change has no “Categorized” or “Fulfilled” status.

  43. Normal Status…

  44. Moving to the next status The only status after “Registered” is “Categorized”.

  45. Why should I bother? • Updating the status like this lets the customer know that a ticket is being worked on. (Quick Close is no longer available.) • Some Service Level Objectives are based around the length of time a ticket spends in each state.

  46. I’m not persuaded • Some organisationssimplify ticket workflow further. • Some don’t bother updating the status. • Some just use one kind of ticket (everything is an interaction, or everything is an incident). • Some remove or add other fields • Feel free to sleep for the next few slides • But everyone keeps “Assignee” • … and Assignment Group • … and Activity Logs

  47. ….anyway, remember to save your work

  48. … And on to the “Assigned” status Notice that the Assignment Group and Assignee Name are mandatory now (Red asterisk.)

  49. How to fob off your work onto someone else • Change the assignee to someone else in your team (“They are the expert at this sort of thing.”) • Change the assignment group (“This kind of request is handled by another team”). Leave the assignee field blank unless you know who to assign it to.

  50. How do I get a list of possible assignees? Clear the Assignee field, and then hit the fill button.

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