NWU: Helpdesk Call handling

1. ITC Training: Session 1 NWU: Helpdesk Call handling • Call Logging and Remedy • Campus Helpdesks and Escalation • Remedy Solution Database • Remedy Mechanisms for Management

2. ITC Training: Session 1 Workflow Management: Why Call logging? • Avoid Chaos! We need to formalize and track all communication! • Provides a common method of understanding and interface for reference. ( I said – you said ) • Prevents telephonic and e-Mail “overload” and separates calls for manageability ( workflow )“RULE Nr1”: Nothing should be done without a logged call.

3. ITC Training: Session 1 Why Remedy? • It is versatile and customizable for managing a secure dynamic helpdesk that needs continual process-change implementations • Runtime environment part of the development platform - clients/web picks up each change in real time. Auto-web deploy • Configure tables for self-help Helpdesk manageability and provides self supported “Solutions database”

4. ITC Training: Session 1 Remedy: Benefits • Categorize calls – escalate to correct people • Prioritize calls- time management ( SLA’s ) • Monitor calls according to x ( x=any ) amount of criteria on time interval • Escalate calls ( mail, alert, sms, db ) – static or dynamic paths for escalation ( according to x amount of criteria ) • Execute program on any action ( any interface action executes any db or process/program action )

5. ITC Training: Session 1 Call Escalation Channel 1. User Problem MFK PCM VDK ( Phone to Helpdesk- log to Remedy, Email to Remedy or Direct to Remedy ) 2. Campus IT Campus Internal IT Management Campus Internal IT Management Campus Internal IT Management 3. ITC Central ITC - Central “RULE Nr2”: Only Campus IT can forward calls to ITC. No skipping of levels 1. Log New Remedy OR transfer current Remedy case 2. Phone: 018 299 2173 OR 018 2992159 with Remedy ref # (if urgent)

6. ITC Training: Session 1 Remedy: New Call to ITC from IT Campus:

7. ITC Training: Session 1 Remedy: New Call to ITC from IT Campus: New menu for ITC available Log the call like any other In the Main support Window click “Track ITC Calls” to see calls logged/transferred to ITC

8. ITC Training: Session 1 Remedy: Transfer a campus call to ITC: Click ITC Acces New menu for ITC available. Click Save after selecting an option

9. ITC Training: Session 1 Remedy: Solution Database • Remedy Solution Database • This can help a great deal to quickly fix issues otherwise not communicated via procedure or word of mouth – open to all. • The solution database is where the “Remedy”- idea stems from – but it has been greatly ignored. • We could potentially half the time it takes for solving a problem if quick or a known fix needs to be implemented using the solution db. • Less frustration for the people who knows the answers and have to “repeat” them over and over again. • This is documentation at its best – easy to search and find applicable solution –right from within the call. (Doc’s can be attached as well.)

10. ITC Training: Session 1 Remedy: Solution Database How it works To see if a solution exists or to submit a new solution go to the Solutions tab:

11. ITC Training: Session 1 Remedy: Solution Database How it works Click “List Possible Solutions” to see if there are any that match this calls Category,type and item criteria:

12. ITC Training: Session 1 Remedy: Solution Database How it works Here you can search for solutions as spesified by criteria you enter. You can use the keyword only or in combination with Category, type and item.

13. ITC Training: Session 1 Remedy: Solution Database How it works To submit a new Solution click “Propose Solution” under the Solutions tab: A message will be displayed. Click “Yes” to continue.Pons tab:

14. ITC Training: Session 1 Remedy: Solution Database How it works Give the solution a meaningful heading under Summary and in the Description field the content can be typed in The Summary and description is linked to a specific Summary, Category, Type and Item Click Save to finish

15. ITC Training: Session 1 Remedy: Solution Database How it works The Manager will receive an email requesting that the proposed solution be approved. In the management console it will then be accessible:

16. ITC Training: Session 1 Remedy: Solution Database How it works The Manager must then approve the call by making it “Current” or reject it by setting it to “Obsolete” in the Status field. Once set to current it will be available to all. Always “Save” the call to apply changes.

17. ITC Training: Session 1 Remedy: Bulletin Board This is meant to be a quick way to give through info regarding temporary issues that will impact a group of users. It is displayed in both the Support ( Helpdesk ) consoles as well as that of users at the bottom of the screen as shown. Requester Console

18. ITC Training: Session 1 Remedy: Bulletin Board How it works To add a new entry you must be in the App-Support group. Click the “Create” button

19. ITC Training: Session 1 Remedy: Bulletin Board Fill in as follows and click save when done. Access Control will determine who will see the call

20. ITC Training: Session 1 Remedy: Bulletin Board How it works To remove an entry click the “Delete” button

21. ITC Training: Session 1 Remedy: Mechanisms for Management • Any field can be monitored for change and according to x ( any number ) of criteria it can update any record(s) easily, send mail, run a process etc. • Report statistics can be gathered for analyses from which trends can be determined. • Time oriented calculations can be set up and things like MTTR can be easily set up and it will exclude custom business hours and holidays so non-working hours can be excluded from calculations. Shifts ( multiple work schedules can also be catered for ). • Any logical workflow process can be set up and rearranged according to business rule-changes – the workflow adapts to the changing environment. • Self-config forms ( any criteria variables ) can be set up in a custom config form in which management can change values easily ( no – “hard coding” of values that determine workflow ). Eg “Priority” values can be changed.

22. ITC Training: Session 1 Remedy: Conclusion • As the possibilities to enhance productivity is available via the Remedy tool as far as workflow goes it is good to be on the lookout for things that can be modified to ease the way calls are managed. • Think and come up with new and helpful ideas as to what you need regarding the way the system notifies, escalates or monitor calls and what can be done to make your call handling easier. • An example: In ITC we change calls via email messages. As any call can be changed via an sms or email this might help when you are in a situation where you need fast communication and the remedy interface is not that readily available. • All recommendations will however be subject to good motivation and only that which will improve the working setup for everybody ( per campus or all helpdesks ) will be looked at for possible implementation. • “A system is only as good as it’s users allows it to be.”

23. ITC Training: Session 1 • Recap: • What are the 2 call handling rules? • What benefits can arise if the Solutions database ( and also the bulletin boards ) are used? • Does escalations “work” if not followed up? The system is only as good as it’s users allows it to be. (really “used”/ improved)