To Ensure Your Business Success

Working Effectively with Bally Chohan Support Services

                                                        

  Bally Chohan Technology Service Desk

Service Request Severity Definitions

Use Help Desk to log SRs for all Severities

Severity Level 4

Severity Level 3

Severity Level 2

Severity Level 1

No Business Impact

Minor Business Impact

Serious Business Impact

Critical Business Impact

No loss of service or resources (Problems that can be rectified on Phone)

Minor loss of service or resources (PC / Thin Client / Printer problem]

Severe loss of service or resources w/o acceptable workaround (Server/Network problem)

Complete loss of service or resources regardless of environment and work cannot reasonably continue - the work is considered “mission critical” (data corruption, critical documented function unavailable, indefinite system hangs and repeated

system crashes causing unacceptable/indefinite delays for resources/responses)

SR Status Codes

• NEW New SR• ASG Assigned to a Support Engineer• WIP Work In Progress• RVW Review• 1CB 1st Callback• 2CB 2nd Callback• IRR Immediate Response Required• INT Awaiting Internal Response

• WCP Waiting for User to apply Patch• CUS Waiting on User• SLP Sleep until User Available• LMS Left Message• SCL Soft Close• HCL Hard Close

• 3LV Call transferred to 3rd Level

Support:

User:

Third Level:

Working Effectively with Bally Chohan Global IT Support

What Does a Support Engineer Do?

• Works a queue of current user issues in a variety of statuses

• Provides resolutions and / or workarounds

• Responds to new incoming SRs.

• Acts as liaison between user and Infrastructure team

• Contributes to Knowledge base content

Best PracticesLessons learned from our users…

• Shared ownership in resolving the issue

• Quality and quantity of communication

• Joint planning on problem resolution

Each Environment is Unique!

• Always test solutions BEFORE introducing them into live environment.

• The data, software and hardware configurations, patch combinations, and integration points are different for every location.

• We depend on our users to manage their environments and help us understand them.

• Users control the quality and quantity of information about their environment

Communicating the Issue

• Clear problem statement: Cause & Effect– All known facts

– Is the issue reproducible?

– Detailed history of environment and changes

• Answer all Template questions

• Review our knowledge base on HELP DESK – Top Tech Docs

– Forums

• Contact Support – Service Desk

A problem well stated is a problem half solved

UKLII SERVICE DESK

• Problem / Solution SR

• Standard Approach to problem solving– Identify the Issue

– Determine a Cause

– Identify Effective Solutions

– Identify the Best Solution

• Provides a single consistent approach to solving reported problems

• Service Desk: +91 11 xxx xxxx

Benefits of SERVICE DESK

Successful Communication

• Minimize SR ‘tag’ or ‘pinging’

• Documentation is essential

• Answer all questions

• Action plans after each update and define who owns each action

• Monitor changes in SR status and severity

• Escalate concerns via the Escalation process

Escalations

Bringing Management Attention to your Service Request

Raising Severity vs. Escalations

Escalating an issue brings more management

attention to it, and when appropriate, more resources.

This does not automatically mean that the severity

level of the SR will be changed.

If the severity level of the SR becomes inappropriate over time, it may be raised by mutual agreement between the Support Engineer and the User.

Escalations

• Encounter critical roadblocks

• Communicate business issues to managers within IT Support  

• Dissatisfied with resolution or response

• Escalate issues in a timely manner

• Quality of escalation criteria is key:– Project deadlines?

– Lost Revenue?

– Government reporting?

– Users at your door

Escalation Process

Support Representative

Second Level

Third Level

CIO

User

Call US: +91 11 xxx xxxxOther Global Support Hot Lines:

http://www.ballychohan.net

Summary

• Understand Support Terminology

• Know Severity Level Definitions

• Access HELP DESK!!

• Run Diagnostic Tests

• Use Bally Chohan Service Desk Support

• Communicate the issue effectively

• Implement the Escalation Process when necessary