How Can We Help You

1
How Can We Help You?
Help Center Activity Review
AGENDA

• Who Are Our Customers?
• How Do They Contact Us?
• What Do We Support?
• How Do We Track Requests?
• What Requests are Escalated?
• How is the Help Center Staffed?
• Are Our Customers Satisfied?
• What are the HC Issues / Opportunities?

2
What do We Wish to Accomplish?

• Finalize second-level / Help Center SLA and
  coverage hours
• Remedy Support
• Current implementation does not have desired
  capabilities
• Understanding of the Depth, Breadth, and
  Complexity of Help Center Support
• The Help Center is the Face of Computing
  Services, and the Eyes and Ears of the Division

3
Help CenterManagement Staff
4
Help Center Budget
5
Who Are Our Customers?
6
How Do They Contact Us?
7
What Do We Support?
8
How Do We Track Requests?
REMEDY ACTION REQUEST SYSTEM

• STRENGTHS
• Enterprise-class case tracking system
• Simple intuitive interface
• Standardized work flow based
• Works with CMU LDAP system
• Customizable Solutions
• SLA notifications
• Quick Remedy Web form

• WEAKNESSES
• CMU Customized not easy to upgrade
• Lack of development resources
• Cumbersome reporting capability
• Past performance issues
• CMU Remedy implementation lacking features
  available in other systems
• Flashboards
• User Self Service Help
• Web-based Knowledge Base User Solutions
• Customizable SLAs
• Asset tracking / Config Mgmt

9
Service Email Addresses that REMEDY Processes -
2004
10
Workflow - Request to Help Center
User initiates contact with Help Center
Phone, email, and walk-in contacts are
classified (1) What type of customer is this?
DSP/Dept Admin ? (2) Does this request require
more info from the user? (3) Complete request
trail Code CTI and status.
(1) DSP Help Center notifies DSP by page of the
request
(1) Dept Admin
(1) Standard Student, Staff, or Faculty
(2) Request More Info
New or Assigned
Help Center (3) Code CTI, Status, Request
Trail 87 of Service Requests resolved by Help
Center.
(2) Request More Info
User Outreach (3) Code CTI, Status, Request
Trail For email requests.
Assigned
DSP Group
Request To Expert
Expert Replied
2nd Level Support (ISAM, Networking,
Security) 13 of Service Requests escalated to
2nd Level. Services 10 OS .1 Network 2 App
1
(2) Request More Info Direct Communication
between 2nd level Dept Admins
Resolved
Service Request is Resolved !
11
Monthly Escalations - Calendar Year 2004
12
What Requests Are Escalated?
13
How Is the Help Center Staffed?
Desired Average Shifts Per Hour
16
14
12
10
Email
Total of Shifts
8
Walk-ins
Telephones
6
4
2
0
FreshStart
Average Day
Finals
Breaks
week
1
1
1
Email
2
1
1
7
Walk-ins
4
3
3
6
Telephones
14
Desired Monthly Shift Staffing Requirements
15
Actual Help Center Shifts by Employee Group
Calendar Year 2004
16
Are Our Customers Satisfied?
HC Satisfaction Survey Results 2004
100
90
80
70
No answer
60
Verydissat
Satisfaction
50
Dissat
Sat
40
Very Sat
30
20
10
0
Services
Courtesy
Technical
Timeliness
Communications
Survey categories
17
Help Center Strengths

• Excellent technical expertise
• Reliable, knowledgeable student staff
• Knowledge of campus computing environment
• Functional diversity
• Customer focus / Can Do Attitude
• Openness to new ideas/processes/ technologies
• Enterprise Tracking Database - Remedy

18
Help Center Strategic Planning
20 More
20 Less

• Expand Hours of Support
• Faculty Support Service Coordinator
• Student Services Coordinator
• Remedy Data Mining Coordinator
• Improve Communications with other CMU Help Desks
• Expand Self-Service Offerings

• Reduce Hours of Support
• Eliminate Walk-in Service
• More Escalations to
• Second-Level
• Increase Response Resolution Times
• Limit Scope of Support
• Only Support Core Services
• Eliminate Stats Reporting

19
What are the HC Issues / Opportunities?

• Space in the Help Center to handle walk-in
  traffic during peak times
• Second Level Support Issues HC Staffing and
  Support
• Finalize annual available hours and staff to
  cover HC shifts.
• Finalize SLA
• Remedy
• Optimal case tracking / call management / contact
  management knowledge management system for all
  stakeholders
• Self Service Automation tools
• Web-based Solutions
• Sponsored Account renewal / guest account
  creation tools
• Project volume / mailing list / Calendar Resource
  creation tools
• User Network Flashboard portlet
• Reduce Support Time through Automation Remote
  Desktop Controls
• Introduce Current Communication Support
  Technologies Chat

20
What are the HC issues/ Opportunities? (cont.)

• Improve Student Awareness regarding virus /
  trojan / spyware removal, Spam, peer-to-peer
  programs, security
• Make Microsoft Anti-Spyware removal tool
  available
• Networks Opportunities
• Network Map to identify outages
• NetNotify list all users active cases and
  status
• NetReg add domains to user search
• Same access capabilities w/ wireless as wired
  when suspended

21
Thank You for your Time!

• Daily Statistics, Spring Semester 2005
• https//www.cmu.edu/computing/help-center/internal
  /spring05dailystats.htm
• Monthly Summary
• https//www.cmu.edu/computing/help-center/interna
  l/stats/annual/monthlyreports.htm
• Annual Statistics
• https//www.cmu.edu/computing/help-center/interna
  l/stats/annual/annualfront.html
• RTE Reports
• https//www.cmu.edu/computing/help-center/internal
  /rtemain.htm
• Service Delivery Statistics
• https//www.cmu.edu/computing/help-center/internal
  /stats/service/servicefront.html
• Customer Contact Statistics
• https//www.cmu.edu/computing/help-center/internal
  /stats/contact/contactfront.html
• Telephone Service Information
• https//www.cmu.edu/computing/help-center/internal
  /stats/phones/phonefront.html