IT HELP DESK

PROCESS
MANAGEMENT:
TECHNOLOGY
CUSTOMER SERVICE
Amaha Tesfaye

BUSINESS PROCESS
IT Help Desk
Primary input: calls, emails, web

chat; account or technical issue

Primary output: resolution of user

issue, good customer service

Transformation process: identify

Process Step

Actor

1. Report incident

Users

2. Resolve routine account Tier 1 Support

and technical issues
Help Desk
3. Create a HEAT work
order for complex issues

Tier 1 Support
Help Desk

4. Perform HEAT work

order requests

Tier 2 Support
Department
Technician

request/query, provide relevant

5. Reassign HEAT work
Tier 2 Support
orders to technical groups, Department
information/solution, escalate
Technician
issue, create work request/project, escalate global issues
track/log issue
6. Create JIRA projects for Tier 3 Support
large scale issues/outages System
Specialist

INFORMATION RESOURCES
ADMINISTRATION
TIER 1-3 LEVEL SUPPORT
Vice President &
Chief Information
Officer
R. David Crain

Architecture &
Infrastructure
Services

Enterprise
Applications Services

Tier 3 Support

Tier 3 Support

Networking &
Telecommunications
Services

Technology
Customer Service

Desktop Services

Computer Services

Help Desk

Telecommunication
Support

Manager

Manager

Manager
Assistant Manager

Manager
Assistant Manager

Tier 2 Support

Computer Lab
Assistants
Tier 1 Support

Helpdesk Assistants:
Tier 1 Support

Tier 2 Support

Tier 3 Support

USER INFORMATION SYSTEMS: HEAT

SELF-SERVICE
HEAT Self Service web client allows users to enter new HEAT requests

and track the progress of existing work orders.

Users are any individual granted access to UTD Information Systems.

Students

Currently enrolled, admitted, and applicants

Faculty

Staff

Guests and Contractors.

T1-T3 INFORMATION SYSTEMS:

HEAT CALL LOGGING
Helpdesk Expert Automation Tool (HEAT): is a commercial help desk issue

management software developed by FrontRange Solutions.

HEAT helps to track and log support incidents, and service requests.

HEAT uses a business process automation module that meets

Information Technology Infrastructure Library (ITIL) best practices for IT

service management.

T2 & T3 INFORMATION SYSTEMS: JIRA

JIRA (GoJIRA, Japanese for Godzilla): is a proprietary issue tracking product

developed by Atlasssian. JIRA also provides bug tracking, and project

management capabilities

JIRA is free for use by official non-profit organizations, charities, and open-source
projects

JIRA is also available as a commercial software. It can be licensed for running

on-premise or hosted as a Software as a Service (SaaS) application.

BUSINESS PROCESS MODEL

METRICS
End user knowledge of available resources.

Users commonly request assistance with simple technical requests; therefore, it is

useful to measure the users knowledge of available FAQ documentation and
other resources.

Time taken to provide solution or process work order.

Analysts can study factors that cause variances in work order processing times.

User satisfaction score on resolution provided.

Low satisfaction may indicate IT staff training/knowledge

Higher satisfaction reduces user churn.

IMPLEMENTATION OF A NEW
INFORMATION SYSTEM
Current information systems only track incident reports. They lack the ability to
manipulate large quantity of stored data.
A new Customer Relationship Management (CRM) information system can be
implemented to;

log user input

document metrics
create dashboards
distribute quarterly reports.

A CRM/Monitoring system can allow analysis of customer interaction in stored

databases.

Data can be used to identify trends.

Instead of reacting to recurring issues, analyzed data can be used to formulate a proactive
business process