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Zainab Qasim A041

Pratik Sharma
Prashant Singh

Q1
Tools used by IT service desk workers?

JIRA service desk


Freshdesk
ManageEngine ServiceDesk Plus
Social IQ
KronoDesk

Self Service Methods used by Service Desk


1. initiation and tracking of service requests and incidents through an on-line portal.
2. Mobility and unified self-service deliver a modern, social media-based user
environment enabling business consumers, power users and decision makers to
easily access knowledge, collaborate, resolve issues, request services and interact
with their IT assets. For example A link on Intra Net Portal for employees
3. Customer Self-Service Web Interface
A self-service, web-accessible interface eases both phone & email congestion. This
centralization of service offers a sense of unison and stability to both endusers and
support staff.
4. When customers use a knowledge base software self-help tool, it reduces repeat
calls to the Help Desk. Using a customer accessible self-help portal will reduce calls
by increasing call avoidance and is a great way for your support organization to
save costs.

Challenges to IT service Customer Support

1.

IT cost transparency. Something has still got to give in terms of what IT costs
IT is and will continue to be a sizable expense to the business. The IT organization is
spending the business money, and so the business wants to know whether it is being
spent wisely (and who can blame them). How many IT shops know if they are investing
the business money wisely outside of projects?
2.
Value demonstration. Is IT still just a cost center or has your IT organization
been able to translate IT investment into demonstrable business success? I still rather
somewhat cheekily say that if we could demonstrate the business value derived from IT,
surely we would be being asked to spend more rather than having to respond to
corporately mandated, quick fix, end-of-year budget cuts.
3.
Agility. The speed of business change continues to dictate a rapid response from
IT that many struggle with as a simple example, yesterday my nephew told me of his
five-week wait for a laptop at the bank he recently joined. Not only is it speed and
flexibility, it is also agility of mind. A change in I&O mindset that asks why not? rather
than why?

4.

Availability. Nothing new here (again). The business needs high quality, highly
available IT (or business) services. The difference is in business expectations and
available alternatives. For a number of reasons, the business continues to be less
forgiving of IT failure and, again, who can blame them.
5.
Personal hardware. End user devices will continue to be a big challenge for IT
in 2013. Whether it is the fact that our internal customers are unhappy with their
outdated corporate laptops or the fact that they cant have corporate iPads or the
whole can of worms that is BYOD (bring your own device), personal productivity
hardware will again be a battleground of business discontent in 2013.

ITIL Best Practices

1.

Perform Customer Satisfaction Surveys on a Regular Basis

2.

Implement a Web-Based Knowledge Base Tool

3.

Implement Service Request Automation Processes in your Help Desk Software

4.

Use the Help Desk Software System to Increase Communications With Agents and
Customers

5.

Implement a Customer Self-Help Portal Accessible 24 hours/day

6.

Use Real-Time Help Desk Reports, Dashboards, Metrics and Analytics

7.

Use Real-time Reporting Features that Decrease Time Required to Prepare Reports

8.

Implement an Asset Management System that is integrated with the Help Desk
Software system

9.

Implement an ITIL Change Management Software System and ITIL processes.


Integrate the Change Management System with the Help Desk Software System.

ITIL Cost Benefit Analysis


COST:

Personnel to man Service Desk (Set-up and ongoing)

Accommodation Physical location (Set-up and ongoing)

Software Tools (Set-up and ongoing)

Hardware Infrastructure (Set-up)

Education Training (Set-up and ongoing)

Procedures external consultants etc (Set-up)


BENEFITS:

Improved Customer Service perception and satisfaction


Increased accessibility through a single point of contact, communication, and
information

Better-quality and quicker turnaround of customer requests

Improved teamwork and communication

Enhanced focus and a proactive approach to Service provision

A reduced negative business impact

Better managed infrastructure and control

Improved usage of IT support resources and increased productivity of business


personnel
More meaningful management information to support decisions.

Q2.
Primary Goal
The primary goal of the Incident Management process is to restore normal service
operation as quickly as possible and minimize the adverse impact on business operations
of the bank, thus ensuring that the best possible levels of service quality and availability
are maintained for customers accessing the system. Normal service operation is defined
here as service operation within SLA limits.
Scenario : Transfer of funds to wrong account
Objectives
Provide a consistent process to track incidents through the incident
management system that ensures:

Incident of transfer properly logged on to Incident Management System


Incident is properly routed to corresponding department dealing with ATM
theft cases

Incident status is accurately reported to Technical Service staff

Queue of similar unresolved complaints is visible and reported periodically

Incidents are properly prioritized in categories like High, Medium, Low and
handled in the appropriate sequence

Resolution provided meets the requirements of the SLA for the customer

Customer:

Verification of customer details


Request of new card application
Processing of New card application with help of FIR application
Delivery of New card to the customer within stipulated time period

Impact:
Low to high : Depends on the client if a client is an organization then whole organization
is impacted whereas if client is an individual only the client and his or her dependents will
be affected

Incident
An incident is an unplanned interruption to an IT Service or reduction in the Quality of an
IT Service. Failure of any Item, software or hardware, used in the support of a system that
has not yet affected service is also an Incident. For example, the failure of one
component of a redundant high availability configuration is an incident even though it
does not interrupt service. Failure of Fund transfer can occur due to software error or
some human error
The resolution for an incident involves implementing a repair to restore the item to its
original state. In this case the resolution will happen when funds are transferred back to
the correct account

Incident Repository
The Incident Repository is a database containing relevant information about all Incidents
whether they have been resolved or not. General status information along with notes
related to activity should also be maintained in a format that supports standardized
reporting. At OSF ISD, the incident repository is contained within PeopleSoft CRM.
Priority
Priority is determined by utilizing a combination of the incidents impact and severity. For
a full explanation of the determination of priority refer to the paragraph titled Priority
Determination.

Response
Time elapsed between the time the incident is reported and the time it is assigned to an
individual for resolution.
Resolution
Service is restored to a point where the customer can perform their job. In some cases,
this may only be a work around solution until the root cause of the incident is identified
and corrected.
Severity
Severity is determined by how much the user is restricted from performing their work.
There are three grades of severity:

3 - Low - Issue prevents the user from performing a portion of their duties.

2 - Medium - Issue prevents the user from performing critical time sensitive
functions

1 - High - Service or major portion of a service is unavailable


The severity of an incident will be used in determining the priority for resolution.
Here severity is Medium in case of Fund transfer

Metrics
Metric
Process tracking metrics
No. of incidents by type, status, and
customer

Purpose
To determine if incidents are being
processed in reasonable time frame,
frequency of specific types of incidents,
and determine where bottlenecks exist.

Roles and Responsibilities


Responsibilities may be delegated, but escalation does not remove responsibility from the
individual accountable for a specific action.
Customer Support

Owns all reported incidents

Ensure that all incidents received by the Service Desk are recorded in CRM

Identify nature of incidents based upon reported symptoms and


categorization rules supplied by provider groups

Prioritize incidents based upon impact to the users and SLA guidelines

Responsible for incident closure

Delegates responsibility by assigning incidents to the appropriate provider


group for resolution based upon the categorization rules

Performs post-resolution customer review to ensure that all work services


are functioning properly and all incident documentation is complete

Prepare reports showing statistics of Incidents resolved / unresolved

Composed of technical and functional staff involved in supporting services

Bank


Correct the issue or provide a work around to the customer that will provide
functionality that approximates normal service as closely as possible.

If an incident reoccurs or is likely to reoccur, notify problem management so


that root cause analysis can be performed and a standard work around can be
deployed

Categorization
The goals of proper categorization are:

Identify Service impacted and appropriate SLA and escalation timelines

Indicate what stakeholders need to be involved

Provide meaningful metrics on system reliability

For each incident the specific service (as listed in the published Service Catalog) will be
identified. It is critical to establish with the user the specific area of the service being
provided.
In addition, the severity and impact of the incident need to also be established. All
incidents are important to the user, but incidents that affect large groups of personnel or
mission critical functions need to be addressed before those affecting 1 or 2 people.

Process Flow:

Record New incident

Verify customer details

Verify transaction details

Set priority of Incident

Reroute fund transfer to the correct account

Send acknowledgement to the customer

Get response from customer regarding resolution of Incident

Update Incident status on Incident Management System

Incident Escalation:

Priority

Time Limit before Escalation

3 - Low

3 business days

Manager

2 - Medium

4 hours

Manager

If on-call contact cannot be reached during


non-business hours

Manager

If neither on-call contact or their manager


cannot be reached during non-business
hours

Senior Mgmt

1 - High

48 hours

Senior Mgmt

Immediate

Manager

Immediate

Senior Mgt

Escalation Notifications:
Any time a case is escalated, notification will occur to various individuals or groups
depending upon the priority of the incident. Following are basic guidelines for
notifications:

The default mechanism for notification will be by email unless otherwise


specifically stated.

Whenever escalation or notification by phone is indicated, all known


numbers for contact should be utilized, leaving voice mail on each until person is
contacted. The master source for on call information will be the on-call files
located in the I:\Function\OnCall folder.

Senior management notification will include CIO, CTO, and all functional
managers. Escalation of a case does not remove the assignment from an
individual. It is up to the manager of the provider group to make certain the right
personnel are assigned. When additional personnel need to be involved, they may
be added as interested parties.

Any time a case is escalated, the case will be updated to reflect the
escalation and the following notifications will be performed by the Service Desk:

Customer will receive a standard escalation email informing them of the


escalation.

Person to whom case is currently assigned will be notified.

Manager of functional group to whom case is currently assigned will be


notified

Incident Policy
The Incident process should be followed for all incidents covered by an existing service
agreement, regardless of whether the request is eventually managed as a project or
through the Incident process.
Support for or enhancement of existing services identified in existing Service Agreements
requires an Incident case to be opened.
Incidents should be prioritized based upon impact to the customer and the availability of
a workaround.
Incident Ownership remains with the Service Desk! Regardless of where an incident is
referred to during its life, ownership of the incident remains with the Service Desk at all
times. The Service Desk remains responsible for tracking progress, keeping users
informed and ultimately for Incident Closure. ITIL Service Operation
Rules for re-opening incidents - Despite all adequate care, there will be occasions when
incidents recur even though they have been formally closed. If the incident recurs within

one working day then it can be re-opened but that beyond this point a new incident
must be raised, but linked to the previous incident(s).

Q3

Tool 1: TechExcel
Integrates IT services, service desk, operations and development.
Scalable, distributed service teams.
Offers a free 30-day evaluation.
Headquarters: Lafayette, CA
Delivery Model: On-Premise
ITSM Products: TechExcel ServiceWise
Select Customers: First American, The Vantra Group, Sanmina Corporation,
Fujitsu Software, Palomar.
TechExcels Service and Support Management solutions provide enterprises with
total visibility and actionable intelligence for all service desk, asset management
and CRM business processes. The fully integrated service desk solutions support
ITIL best practice methodologies and deliver improved financial performance,
increased management functionality and organizational alignment.
TechExcel ServiceWise is part of TechExcel Service Suite. TechExcel ServiceWise
is a comprehensive help desk and IT service management solution designed to
optimize every aspect of your service and support processes no matter how
simple or complex your business processes may be.
With ServiceWise you are able to automate and streamline IT services and help
desk activities with configurable workflow, process management, email
notification and knowledge base. A powerful web portal facilitates self service,
such as online incident submission, status checks, online conversations and
intuitive knowledge
base searches. ServiceWise gives your IT teams a single, integrated solution for:
help desk incident management, problem escalation and analysis, IT change
management, and optional holistic asset management and service level
agreement modules.
By using point-and-click interfaces it can be easily configured and customized to
suit your business needs. ServiceWise features include:

Incident tracking and resolution


Workflow-enabled email management
Complete incident workflow
Built-in reports and analysis
Integrated asset management
Employee Web Portal
Fully customizable user interface
Knowledge management

Tool 2: FrontRange

Leading Provider of IT Software solutions focusing on Service Management, Help


Desk, and Infrastructure Management. Offers complete and proven IT and
customer facing solutions for mid-sized and growing businesses. Market leading
R&D investments. Advanced voice capabilities.
Delivery Model: On Premise, Saas, Hybrid
ITSM Solution: FrontRange ITSM
Customer Focus: Small and mid-size businesses. FrontRange is an international
company with customers across the globe, including 14,000 Help Desk, Service
Management and Infrastructure Management customers and 130,000 CRM
customers.
Select Customers:
Brinks, Applebees, Cara, Mercentil, Boeing, City of Sydney, OpenText, Allianz,
DaimlerChrysler, De Beers, Roche, Bayer, Siemens, Novartis, Wrigleys, AIG, AXA,
Kohler, Kaiser Permanente, Dell, Ecolab, Petco, OfficeMax, Sarasota County.
FrontRange covers the full service support spectrum with completely integrated
help desk, service desk, service management and infrastructure management
solution suites.
FrontRange ITSM is FrontRanges next-generation global service management
solution, the most comprehensive out-of-the-box ITIL -compliant solution for
mid and distributed enterprises. FrontRange ITSM includes nine ITIL best
practices modules: Incident, Problem, Change, Configuration, Release and
Availability Management, along with Service Level Management, Knowledge
Management, Inventory Management, Voice Communication Management and
the CMDB. With FrontRange, Continual Service Improvement is a reality.
Considering a new model for business-aligned service management? FrontRange
brings together the best in management practices with the best in technology.
FrontRange sets the standard for customer support excellence with the
combination of self service, advanced telephony tools, and Client lifecycle and IT
workplace automation technology. No other ITSM solution gives you the breadth
of functionality with the ease of configuration.
FrontRange Key Strengths
FrontRange is the leading provider of IT software solutions focusing on Service
Management, Help Desk, and Infrastructure Management ...as well as Customer
Facing Solutions for Sales, Marketing and Customer Service.
The broadest, most complete and proven IT and customer facing solutions for
mid sized and growing businesses.
Deliver best in class applications and integrated solutions on an advanced, open
and scalable architecture.
Market leading R&D investment drives innovation and protects customer
investments.
FrontRange IT Service Management Suite

FrontRange ITSM Key Features


Designed from its inception around ITIL.
Provides transparency across the complete IT infrastructure.
Enables service-centric management.
The most comprehensive Single Point Of Contact user communication platform
on the market.
Provides a centralized solution for software optimization and change automation
for the entire IT environment.
Provides consolidated management analytics and comprehensive reporting.
The FrontRange Foundation makes FrontRange ITSM extensible and scalable.
Why Customers Choose FrontRange ITSM?
Quality of Service: comprehensive service lifecycle suite to deliver premium
service to internal and external customers.
Technology: leading-edge, open architecture, robust, scalable, cost-effective.
Best Practices: built-in industry best practices - with the flexibility to customize
for unique and changing business requirements.
Integration: Seamless integration to other FrontRange solutions, adapters and
connectors to third party solutions.
Empowerment: empower end users and support teams with multi-channel
communication platform.
Value: high return on investment, lower total cost of ownership and competitive
differentiation.

Tool 3:

BMC Software

Customer Focus:
The typical BMC customer is a large enterprise, institution, manufacturer or
supplier confronted with the task of managing a highly complex and
decentralized IT infrastructure.
Select Customers:
Agfa-Gevaert Group, Dell, IPC Information, Leeds City Council, National
Semiconductor Corporation, Johns Hopkins Bloomberg School of Public Health,
University of Pittsburgh Medical Center, BlueCross BlueShield of Tennessee,
Toyota Motorsport GmbH, Fujitsu.
About BMC

BMC Software, Inc (NYSE: BMC), is a leading provider of enterprise management


solutions that empower companies to manage IT from a business perspective.
Delivering Business Service Management, BMC Software solutions span
enterprise systems, applications, databases and service management. BMC
markets its products in four different categories.
Service Impact Management - tools for event management and IT service
delivery. These products aim to relate the IT infrastructure to business services in
order to improve the ability of IT organizations to solve problems and prioritize
them within the context of the business.
IT Service Management - products in this category include Action Request
System, Remedy Help Desk service support solutions (originally developed by
Remedy Corporation) and Service Desk Express (formerly Magic), and BMCs
service delivery solutions such as BMC Event Manager and Enterprise
Performance Assurance. BMC states that these products enable the delivery of IT
services to various business functions.
Application Management - these products address users application
environments. They operate regardless of platform or application and claim to
reduce complexity and improve reliability.
IT Operations, Database and Infrastructure Management - these products
interoperate with third-party enterprise management technologies. They include
BMCs Database Management, Security Management and Infrastructure
Management solutions.
Founded in 198 0, BMC Software is headquartered in Houston, Texas. The
company serves Global 2000 companies confronted with the task of managing a
highly complex, heterogeneous and decentralized IT environment. More than
15,000 customers, including 80% of Fortune 500 companies, rely on BMC
Software to help manage their IT infrastructure.
BMC Key Strengths
Recognized as the leader in Business Service Management, BMC offers a
comprehensive approach and unified platform that helps IT organizations cut
cost, reduce risk and drive business profit.
BMC Remedy IT Service Management (ITSM) unifies service desk, incident,
problem, change, asset life cycle, and service level management applications
with a single configuration management database (CMDB), data model, workflow
platform, and user interface.
BMC Remedy Service Desk automates incident and problem management
processes, enabling IT to respond quickly and efficiently to conditions that
disrupt critical services. BMC Remedy Service Desk acts as a single point of
contact for user requests, user-submitted incidents, and infrastructure-generated
incidents. Its deep, flexible, best-practice ITIL workflows expedite the restoration
of normal service, help prevent future events from adversely impacting business
services, and improve IT staff efficiency.
In addition to providing out-of-the-box automation of best practice processes,
BMC also has a wealth of experience and resources to make your IT service

management projects a success. Through BMCs large ecosystem of BMC-ready


systems integration and technology partners, as well as its own professional
services and education programs, BMC can provide you with complete solutions.
Whether you need ITIL training and certification, process or architectural design,
implementation services, or complementary technologies, BMC has you covered.
BMC Technology
BMCs technology is built on a single, central, shared data model. Unified service
view across all functions and processes (through the BMC Atrium CMDB), as well
as a unique, unified architecture (BMC Remedy AR System) means that there are
no point-to-point integrations to maintain.

BMC Remedy IT Service Management Suite


BMC Remedy Service Desk

Enables IT to respond quickly and efficiently to conditions that disrupt critical


services by automating incident and problem management processes, and acts
as a single point of contact for user requests, user-submitted incidents, and
infrastructure-generated incidents.
Increases availability of business-critical systems by speeding incident and
problem resolution.
Routes requests to the right support. Reduces support call duration and volumes.
Increases productivity for help desk agents, support staff, and users.
Gives you the capability to identify root causes to eliminate recurring incidents.
Tracks performance against service level agreements to ensure that
commitments are met.
Enables you to establish a common solution for heterogeneous global, regional,
and local IT support organizations.
Leverages a robust searchable knowledge base of common solutions, known
errors, and workarounds.
Seamlessly implements long-term solutions to known errors.
Increases IT infrastructure availability.
Provides cost management to track total cost of ownership, chargebacks, and
depreciation.

Tool 4: Vivantio
Highlights:
100% web based
Amazingly easy to use
Flexible, competitive pricing
ITIL best practices aligned

100,000s of users supported worldwide


Delivery Model: SaaS or On-Site
Products: Vivantio Service Desk
Customer Focus: Enterprise, Mid-Size, Small
Select Customers:
Ricardo, Toshiba, TIGI International, Zen Internet, Winchester University, Clerical
Medical, GH Financials, WelcomSoftware, Ince Law, Arcadia Housing Group, AXA
ICAS Group, Allegis Group
About Vivantio
Vivantio produces Vivantio Service Desk, an award-winning software solution for
small to large service and support teams.
The flexibility and scalability of the software is reflected in a diverse customer
base which includes government organizations, healthcare, corporate customers
and 100s of SMEs across numerous industries.
Vivantio was one of the first companies to develop a service desk application
specifically designed to be delivered on-site or as software-as-a-service (SaaS),
and is one of the most experienced service desk vendors in the SaaS market.
Vivantio was formed in 2003 and is now recognized as a pioneer in web-based
customer service and support software. The company has operations in North
America, Europe and Australia.
Vivantio Key Features
Vivantio Service Desk is feature-rich. These features can be enabled or disabled
as appropriate for requirements. Below is an overview of Vivantios key features
roughly based on the complexity of typical environments.

Vivantio Technology
100% web-based utilizing Microsoft .Net technologies
Software-as-a-Service (SaaS) or on-site.
Vivantio Highlights
Ease of Use
Vivantio offers industry leading ease of use, with a totally unique interface that
packs in functionality and dramatically lowers training costs.
With the ability to enable only the features you need, Vivantio can be configured
to suit all types of organizations, from individual professionals right up to 100+
seat multi-team enterprise systems, supporting thousands of end users. No
matter what the size of team, the amazingly easy to use interface is quick to
learn and elegantly scales to deliver the power and features needed.
Lower Implementation Time & Cost

Traditional service management solutions can take months to implement,


Vivantio can be up and running in hours with a typical implementation taking
only days, including configuration and training.
Companies like DHL purchased Vivantios SaaS product more than 5 years ago.
DHL needed to manage Incidents and Problems and to be fully operational within
3 days. Vivantio completed the project on time and on budget.
Great Experience: Industry leading SaaS solution with proven experience
covering 5+ years and 1,000,000s of incidents logged. On-Site delivery also
available.
With a single code base across all SaaS customers, bugs are proactively
identified and fixed for everyone simultaneously. This dramatically improves user
experience and reduces support costs.
Vivantios state-of-the-art high availability platform delivers consistent
performance and an uptime of over 99 .9%.

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