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HL7 Help Desk

HL7 Help Desk. Work Group Response. Goals of the HL7 Help Desk. The HL7 users have a reliable and dependable way to resolve their problems A positive experience of those users regarding resolving their problems

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HL7 Help Desk

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  1. HL7 Help Desk Work Group Response

  2. Goals of the HL7 Help Desk • The HL7 users have a reliable and dependable way to resolve their problems • A positive experience of those users regarding resolving their problems • Expanding the knowledge base within the Help Desk management system so that it can be used to resolve more of the problems by the help desk moderators

  3. Needs • Help Desk Moderators need assistance from Subject Matter Experts (SME) when they cannot answer questions • The best source is the Work Groups • The Help Desk needs to be timely with responses to questions • The Help Desk needs a reliable escalation process to get SME engagement

  4. Help Desk Formation • Three tiers of response and escalation • Tier 1 – The Help Desk Moderator can answer the question and close the ticket • Tier 2 – The Help Desk Moderator Manager can answer the question and close the ticket • Tier 3 – The Help Desk needs to engage the SME • Management and tracking of open problem tickets

  5. Work Group Responsibilities • The Work Group provides tier 3 response • Tier 3 has three levels of response based on the Help Desk’s best assessment of the complexity of the question • WG appoints a Help Desk Liaison(s) to be the point person for managing the incoming problem tickets • All Work Group Co-Chairs and Help Desk Liaison(s) will be sent the problem ticket • The Work Group Help Desk Liaison(s) will coordinate responses to problem tickets • Liaison(s) will evaluate that the ticket does in fact belong to the Work Group and confirm to the Help Desk it has been directly properly and the approximate time a resolution will be provided if the resolution is not included in the initial response • Each level has a time limit for ticket resolution – see policy [ URL] for details.

  6. Timelines

  7. Tier 3 Levels • Level 1 – Single Work Group Single Domain • This does not involve complexity or inter-domain issues • Expected to be resolved within 2 business days • Level 2 – Single Work Group – complex • This complexity could be that it is multi-domain and/or complicated • Expected to be resolved within 3 business days • Level 3 – Involves multiple Work Groups • This complexity involves multiple Work Groups and likely is multi-domain • Help Desk will determine the most likely candidate Work Group to be the lead (Primary) to help coordinate the final response across all Work Groups – All Work Group Co-Chairs and Liaisons to be copied on the ticket • Expected to be resolved within 3 business days

  8. Other Key information • If Help desk has incorrectly assigned the ticket • The Liaison must reject the ticket within the first day of receiving it and indicate who they believe is the best Work Group to resolve the problem • Clock resets when the ticket is passed on to the next Work Group • For complex tickets, Liaison must confirm their work group should take the lead on tickets • Work Groups need to appoint Help Desk Liaison • While all Work Group Co-chairs will be copied on tickets, the Liaison is the person expected to respond and resolve the ticket • Work Groups will need to appoint a replacement Liaison when the Liaison is not available due to illness, vacation or other issues • Other Work Group co-chairs can take over from the Liaison if they already know the answer or they suspect the Liaison is unavailable

  9. Next Steps • Evaluate the process during the next trimester • Need feedback from the Help Desk Moderator Manager on the success of the process • Need feedback from the Work Group Co-chairs regarding the impact on their Work Group • What needs to be evaluated • Has the Help Desk properly determine the SMEs and the complexity of the ticket • What additional information needs to be provided in the ticket to improve response time • Has the escalation process worked and if not how can it be improved

  10. Questions? Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change we seek. ~ Barack Obama

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