improving end-user support with the k1000 service desk
TRANSCRIPT
Dell World 2014
Dell WorldUser Forum
Pete Danner and Carl Keller, ESM Sales Engineers, November 04, 2014
Improving End User Support with the K1000 Service Desk
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What is End User Support?
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Piecing the Service Desk Together
• Best Practices for Service Desk Configuration
• Some Key Koncepts• Enhance your Service Desk with dynamic
fields and asset integration• Configure a Notification ticket rule – an
implementation example• What's coming in the Future
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Best Practices for Service Desk Konfiguration
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Consider Your Goals
• What are you trying to accomplish with your service desk?
– Traditional break/fix issues?
– Employee onboarding?
– Maintenance tasks?
– HR Isuues?
• Which end user audiences are you serving?
– One group or multiple?
• Which teams will be managing tickets?
– One group or multiple?
• Repeatable processes?
– Are there multi-part tasks that could/should be handled through the service desk?
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Create More Than One Queue
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Identify Your End Users
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Identify Your Ticket Teams
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Create Common Process
• Create “processes” for common requests or tasks
• Easier to initiate than separate tickets
• Keeps relationship between the steps
• Each process can be restricted for only certain user labels
• Save time and energy!
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Key Service Desk Koncepts
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Queues are all of the details that can be included in and about tickets, including fields, values, layout and user access.
Use additional queues when the data being collected or procedures of how “tickets” will be managed are significantly different.
In some environments, the following queues would make sense, particularly if the teams managing “tickets” are completely distinct:
› IT Incidents
› Facilities Requests
› HR Complaints
Key Koncepts: “Queues”
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Categories define a subset of tickets within a queue and who should be responsible or notified about those tickets.
Use categories to track what different sorts of issues your users are submitting and determine which ticket owner should be assigned.
In a traditional ticket queue, these are fairly common categories:› Hardware
› Networking
› Other Issues
› Software::Office
› Software::Adobe
› Telephony
Key Koncepts: “Categories”
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User labels can be used to control access to knowledge base tickets and software library items. They are also the indicator as to which users may submit, manage or respond to tickets (for each queue).
Common user labels include: › IT Team
› Finance
› Austin
› Purchasing Approvers
› Engineers
Key Koncepts: “User Labels”
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Key Koncepts: “User Roles”
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Service Desk - Roles
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Service Desk – Roles (What You Can See/Use)
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Service Desk – Roles (What You Can See/Use) cont…
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Key Koncepts: “Ticket Rules”
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Creating a Ticket Rule
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Enhance Your End User experience
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K1000 Service Desk improves:
• MTTR – “Mean Time To Resolution”
• Integrated Assets, Tickets, and Inventory, and Remote assistance
• First Call effectiveness – “Bomgar”; UVNC; or tool of choice
• Satisfaction – effective resolution to issue as soon as practical + survey
• Access to IT help
• End Users can create tickets from User Portal, email, Mobile App, Phone
• Bomgar session request can come from Users Portal, email
• Workers can edit tickets from Web Browser, or iOS/Android device.
• Workers/End Users can monitor | update | create calls using K1000 Go!
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Users can Change Their Password
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Password Reset
• 25% of all calls that arrive at a Service Desk are for resetting Passwords
• The average cost of a Password reset is $12
• Open ticket and Close ticket as part of a process
• Report on all tickets that were closed as part of a Password Reset
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Here’s a Customer Challenge:
• KACE Unified School District (KUSD) has 20 schools scattered throughout Travis County
• When tickets are submitted that require on-site service, it is vital to know which building the ticket is being submitted from since some submitters move from building to building
• Knowing that a specific ticket comes from Building K allows you to determine who should be notified or assigned the ticket and, if necessary, where to send them
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A proposed solution with the K1000
• Customize the “location” asset type included in assets by default to include the information vital for dispatch
• Import a bulk list to assets
• Utilize the information in tickets to improve support
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Assets and Asset Types
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Asset Type “Location”
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A Sample CSV File to Import
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Finishing the Location Import
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The Queue Listing
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Customizing the Queue – Ticket Layout
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Setting Up The Custom Field
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Creating a New Custom Field
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Summary: Integration Benefits…
• Ticket , Asset , User, Machine data is all available
• Logic in Ticket rules mimic’s your company needs
– Automate many unique processes
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What's Coming in the K1000 Service Desk
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Improvements – Ticket Forms & Views• Improvements to ticket form layout
in Admin and User portals
• Submitter, Asset, and Device ticket history
• View asset ownership details from ticket form
• View extended Submitter, Asset, and Device details from ticket form
• Run Machine Actions from ticket form
• View Comments separately from Activity history
• Improved ticket view management
• Introduce predefined and default ticket views
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Improvements – Email Functionality
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Service Level Agreements
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QUESTIONS?
K1000 Service Desk
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Thank you.