Enterprise IT Help Desk Rewrite

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Enterprise IT Help Desk Rewrite
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Agenda

• Vision
• Requirements
• Whats New
• Reporting
• Whats Changing ( Ticket Numbering, Data
  Migration)
• Agency Roles
• Training
• Licensing
• Timeline
• Communications

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The enterprise remedy support team has begun
development to replace the current Enterprise
Help Desk Application.

• The current iHelp system will be replaced with a
  system that will allow integration with various
  IT service management applications.

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Requirement Gathering

• Fast Track
• The remedy support team has gathered requirements
  based on current customizations that currently
  reside in the iHelp system and will implement
  agency specific customizations into the new help
  desk application.

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Whats New
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• New and improved user interface
• Remedy Help Desk 6.0 has a new, more modern user
  interface, both in the Windows client as well as
  the Web version.
• Completely redesigned Requester, Support, and
  Management consoles
• All three consoles have a totally new look that
  is fresher, more efficient, and easier to use.
  Improvements include
• User interface enhancements
• Numerous enhancements in design and button
  placement make the consoles much easier and more
  pleasant to use.
• More Information section
• Click a request in the table listing, and you
  will see a summary of it immediately below. You
  can scan requests simply by clicking their table
  listing.
• 1024 x 768 Format
• All consoles are in a 1024 x 768 pixel format, so
  they will appear in a uniform fashion on the
  screen.

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• New Console View feature in Support and
  Management Consoles
• The redesigned Support and Management Consoles
  feature a Console View drop-down menu, with which
  you can view your current requests. You can also
  view
• All requests
• Requests for your group
• Requests for a particular date
• Unassigned requests
• An other agents requests (Management Console
  only)

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• The Help Desk module provides the following
  tracking capabilities
• Relationships across modules
• Support staff can relate other ticket and asset
  inventory records to a help desk ticket.
• Lookup of potential solutions
• Support staff can look up available solutions
  based on keyword matches of similar summary
  fields.
• Requesters can look up potential solutions based
  on categorization, and in some tickets, may be
  able to resolve the request themselves.
• Creation of solutions
• Support staff can create solutions for inclusion
  in the solutions database.

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Duplicate ticket tracking Support staff can
associate multiple instances to a single ticket
and tie the resolution of multiple tickets to the
resolution of one ticket. Requester information
tracking Support staff have access to people
records, which enables them to create or modify
requester information when they work with a help
desk ticket. Tracking time spent on a
ticket Managers can monitor the amount of time
spent by support staff on a ticket by reviewing
the information in the Total Time Spent field.
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• New Help Desk Tasks feature
• You can now relate a task to a Help Desk
  incident. This allows you to break a help desk
  task into smaller sub-tasks that are related to
  the incident.
• The new Help Desk will have better SLA/Tracking
  capabilities.
• The Remedy Service Level Agreements (SLA)
  application enables IT managers to guarantee a
  high level of responsiveness and to measure the
  relationship between the support staff and their
  customers.

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Reports

• With the new Help Desk Application there are over
  70 predefined reports that can be generated.
  These reports enable you to track help desk
  tickets monitor performance, satisfaction levels
  along with many other functions.

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Ticket Numbering

• Tickets will be numbered differently in the new
  help desk application this is due to the fact
  that the help desk application will integrate
  will various other ITSM applications on the
  remedy platform.
• Currently when a ticket is escalated to Tier 2 a
  separate Tier 2 ticket number is generated. With
  the new system if a ticket is escalated to
  enterprise tier 2 agency and has originated from
  the enterprise server no tier 2 ticket will be
  generated. Both Tier 1 and Tier 2 will be allowed
  to update the trouble tickets. While the ticket
  is assigned to Tier 2 and Tier 1 would update it
  an email will fire to alert tier 2 that an update
  to the ticket has occurred.

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Data

• In order to reduce the size of the Remedy
  Database the remedy support team is proposing the
  following
• All tickets that are in a status of closed will
  not be transferred to the new system, but will be
  available to run reports via the reporting
  server.
• Tickets that are in a status of resolved and are
  greater than 30 days old will not be carried over
  to the new system. These tickets will also be
  available via the reporting server.

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Agency Roles

• Agency Administrators within the current Help
  Desk application have the ability to perform
  various administrative functions within iHelp.
• With the way the new application is configured,
  the administration duties that were previously
  done by agency administrators will now be
  performed by the Remedy Support Team staff.

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Training

• Train the trainer
• End User
• Management
• Reporting

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Licensing
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Timeline
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Communication

• FAQ
• Email
• Web Updates
• POC (Point of Contacts)

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Questions ??