information technology services is 8826 support and help desk system at company abc rachna kumar
TRANSCRIPT
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Information Technology Services
IS 8826
Support and Help Desk System at Company ABC
Rachna Kumar
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Objectives
•What is a Help Desk?
•System Development Cycle at Company ABC
•Structure of Support Unit at Company ABC
•Performance tracking of Support Survey
•Support Process at Company ABC
•Support Unit Responsibilities
•User Survey Result
•Questions??
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Help Desk and Support Unit
A help desk can be described as a centralized point of contact for users to request technical support or other system related issues.
Types of help desk:
•Formal help desk
•Hotline
•E-mail and Internet
•No formal help desk
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System Development Cycle in Company ABC
• Why it was needed?– Make the manual process easier– Increase efficiency and productivity
• Who did it?– 2 people in phone sales department took the initiative
• 1992 all process was manual
• A UNIX platform was used to create a integrated screen to enter information
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System Development Cycle in Company ABC
• 1993 a reporting system was added to analyze information
• 1994 WAN functionality was added
• Team of 6 people - 1994
• Increased productivity resulted in a rapid growth
• Late 1994 Predictive dialing was used
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Phone-Sale system in Company ABC - 1993
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Laser Printer
Data
Tower box
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Phone-Sale system in Company ABC - 1993
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Keyboard
Monitor
Informix
SRS Front End
SRS Back EndMain Data base
Informix
Ethernet
OPISMain information
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Structure of Support Unit in Company ABC
S ys te m s A d m in S p e cia lity S ys tem S up p o rt
V o ice S up p o rtA d m in1
V o ice S up p o rtA d m in2
V o ice M a na g er L A N A d m in 1 L A N A d m in 2
D ire c to r S ys te m s
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Performance Tracking
0
100
200
300
400
500
600
700
800
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
WHL - Others
WHL - Support Unit
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Support System at Company ABC
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Support System at Company ABC
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Support Unit Responsibilities
1. Production Support
2. Planning and Implementation
3. Control and Compliance
4. Information Retention
5. Expense Management
• Change Control
• Break & Fix
• User Support
• Capacity Planning
• Technology Review
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Support Unit Responsibilities VS. User Perception
Actual
•Production Support -10%
•Planning and Implementation- 15%
•Control and Compliance -50%
•Information Retention - 5%
•Expense Management
•Change Control
•Break & Fix
•User Support
•Capacity Planning
•Technology Review
User Perception
•Password and Login Reset
•System Support / trouble shooting
•Set up VTC
•Auditorium Management
•LAN/WAN issues
•Inventory Control
•Compliance
•Software management20%
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User Survey Result
25%
0%
15%
20%
15%
10%
10%5%
User Support
Phone
Login Support
VTC/Presentation
Sotware upgrades
LAN/WAN
Compliance
Capacity issue
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Conclusion
•Upper management support
•Educate User
•User should be sensitive about support unit responsibilities
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Questions??