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DKSH BU Healthcare – IT Help Desk systems, Thailand

DKSH BU Healthcare – IT Help Desk systems, Thailand. IT Meeting PJ Hilton 9-11 th September 2004 Kent Ball DKSH Healthcare Thailand Head of IT & Business Solutions. Why an IT Help/Service Desk with system.

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DKSH BU Healthcare – IT Help Desk systems, Thailand

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  1. DKSH BU Healthcare – IT Help Desk systems, Thailand IT Meeting PJ Hilton 9-11th September 2004 Kent Ball DKSH Healthcare Thailand Head of IT & Business Solutions

  2. Why an IT Help/Service Desk with system • Single point of contact for all IT services (regarding any type of IT request or question) to the user community. • Simplicity, avoids confusion to users of where to go for help • Centralizes service management for better handling, tracking, and process improvement • A source of recording, tracking, communicating, measuring, and management of IT processes and performance. • A central, coordinated, and manageable system for managing your IT services • Empowers us to Improve performance through use of technology • Allows company staff to focus on business objectives, and it focuses us (IT) on reducing time to resolve IT issues • Supports Consistent Use of Technology across the organization, and supplies measurements that show areas that can use improvement • Makes the foundation for a Knowledge base system • The information collected and experience gained from past events is not lost. It can be documented and shared across the organization to help resolve similar occurrences of needs, or to help identify root causes to issues

  3. IT Help Desk Issue Management System • Some Potential Participants/Users: • Customizable users and groups and projects • Help Desk Admins • BUDs, IT Managers, Project Managers • IT Developers, and Support personnel • Users: our company staff • Users: our customers/principals • Guest or any other you want to create Accessible areas per user is customizable

  4. Where used • Helps IT staff • Helps customers if they can access view the web • Helps management monitor and track performance and issues

  5. IT Help Desk Issue Management System For Help Desk Administrators: • Granting users access to the help desk with customizable permissions • Runs on Tomcat, GPL server license • Easy-to-use menus for projects, groups, components, versions, managing reps, departments, categories, priorities, and statuses • Runs with MS SQL or Oracle, Linux or Windows • Built-in reports for keeping track of calls, users, and projects, versions, IT staff • Configurable email messages that automatically send • Easily customizable pages to fit your organizations needs

  6. User Features For The Users • submit problems via a web-based form • view the progress of open problems • update problems with additional information • e-mail notification • list previously submitted problems • user searchable knowledge base

  7. IT Staff Features For Support Personnel • access from any client with a web browser • e-mail notification of new problems or updates • pager support can be added • issue listings with vital details, and attachments • issue updates are stamped with date, time, and username • search through problems by username, category, description, solution, dates and more

  8. Selection Criteria • Low cost and Easy to use, deploy, and support • We wanted a web base system for this reason • Open system and technology that allows better integration and modification flexibility • Customizable via menu, and we have source code • Good for meeting changing processes, measurements, and reports • Easy to migrate in the future • Your data not held hostage • Many kinds of systems available

  9. Jira, from Atlassian selected • Jira is a server software product a company called Atlassian • http://www.atlassian.com • Enterprise version costs $4,000 • Unlimited users • Includes Java source code • Good documentation and support • Low cost, high performance, unlimited user license

  10. Web Based, Low Cost Alternatives available • Some of our preferred web based system criteria: • Low cost, high performance, unlimited user license • Some are GPL license, free • Apache Web Server • PHP Application Server • Tomcat Java Application Server • MySQL Database • XML, HTML, JavaScript, PHP, Java • Linux or Windows

  11. Thank you • Kent Ball, kent@phd.diethelm.co.th • HEC Thailand • Help Desk System Presentation

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