bp4sm 9.3 greg baker (gregb@ifost.org.au). usually… make less experienced staff do the following:...

Service Requests

BP4SM 9.3Greg Baker (gregb@ifost.org.au)

Usually… make less experienced staff do the

following: Answer the phones Monitor for incoming email requests Process requests coming in through employee

self-service Handle what they can, escalate what they can’t

Often called a “help desk” or “service desk”

How to structure a team’s work

When your customer’s time is much more

valuable that your staffing costs. Stock broking Parliament

When your team is very small.

When your team is a Theory-of-Constraints bottleneck for the organisation.

When is that a bad idea?

Request information (service request) Request some service (service request) Report that something has broken and needs

to be fixed (incident) Needing a change in process or environment

(change)

What do customers call about?

Service Requests

Logging (Entitlement Phase)

Registering a new interaction ( service

request )

Who’s asking?

Leave “Service Recipient” blank and it will copy from “Primary Contact”.

Enter a name if a secretary is calling on behalf of an executive, or someone calling for a colleague.

Remember: you can auto-complete this field. Leave it blank and hit “Fill” to search.

Type the person’s whole name. Usually

“Surname, Firstname”. Press Alt-F9 to make sure it’s right.

Type *DAVID* and then Alt-F9 (finds all the Davids)

Hit Alt-F9 on an empty field. This brings up a search screen.

Reminder: ways to find contacts

Is this person a whining, annoying repeat complainer?

Get a list of the customer’s other requests by clicking on the magic colour wand icon.

Business Service: the service you offer to the customer has a name. Email Finance HR

Service and Affected CIRequired: either Business Service, Affected CI or both. Determines team who will handle this problem (unless over-ridden) Configuration

Item: the unique name for the thing affected. PC1024256 SAP K: drive

Note: magic wand buttons (shows other active calls about this item or service)

Not everyone can call about every service.

Your department doesn’t use that application. You aren’t authorised to use that application.

To be allowed to call, there must be a Subscription between the contact and the business service.

A note about subscriptions

Title and Description

One-line summary

Full details of the nature of the problem.

Search the knowledge base for solutions and information related to the description text.

Cheque yore speling

To bring up the spellchecker,Hit Ctrl-Alt-C or Shift-Alt-C or press the spell checker icon:

This is only active on long text fields (such as the Description and update journals).

Categories

If you choose “request for administration” or “request for information” the menu bar adds “Quick Close” and “Submit”.

A service desk call can get escalated to a new incident or escalated to relate to an existing incident; or you can fix it immediately.

A request for a change will have to escalate into a change ticket and go through the appropriate workflow.

Just used for reporting. Get tweaked occasionally. Options depend on chosen Category

Subcategory and Classification

IncidentsDataDesktopHardwareNetworkPerformanceSecuritySoftware

Request for AdministrationGrant AccessPassword Reset

Request for InformationComplaintGeneral InformationHow ToInvalid RequestStatus

Request for ChangeEmergencyNormalStandard

Impact and Urgency define Priority

Impact Urgency

1 – Enterprise 1 – Critical

2 – Site/Dept 2 – High

3 – Multiple Users 3 – Average

4 – User 4 - Low

Enterprise + Critical or High = Highest priority.Site/Dept + Critical = Highest priority....User + Low = Lowest priority

High priority incidents have special handling.

Congratulations! You have completed all mandatory

fields! Other common fields…

Medium of request (email, chat, phone,fax) Call back method Alternate contact number Attachments (other supporting documents) Expected resolution date Closure code and Solution

Can you solve it now?

(Quick Close) Provide a fulfillment code and

solution

And then press “Finish”.

(Quick Close) Done!

The customer has just been emailed by Service Manager to say that this ticket has been opened and then closed. It also appears in employee self-service view.

Imagine you have been called by a customer asking for

some information. Log a ticket in their name by going to “Service Desk” then “Register New Interaction”

Your instructor will suggest an appropriate Service and/or Affected CI

Write a title and description. Set the category to “request for information”. Find a suitable subcategory and classification. The impact and urgency are likely to be low. Hit quick close and supply a solution and fulfillment

code.

Exercise – Quick Close

Searching

Searching Tricks

Smart Search Enter 10146 to find SD10146 ROB* This field begins with “ROB” *ROB* This field has “ROB” in it somewhere >SD10148 Find any ticket newer than

SD10148

A search can return several results; possible output styles

Style 1 Style 2

Only one match? You go straight to the record.

No matches?

Small matches

You want to find the ticket you just closed.

Look for records closed between yesterday and today

Or, look for records where you are the owner Or, look for records with that primary contact

Search for all open tickets

Exercise – Searching

Service Requests

Service Manager tools; what you can work on

What if I can’t solve it immediately?

Log the ticket as before Hit “Submit” instead of “Quick Close”.

Submit = Save

The ticket is now in the to-do view

What can I do with a ticket?

Someone else called asking for the same thing.

You can also create templates if this happens a lot. (Then use Apply Template to fill fields in quickly.)

What can I do with a ticket?

Show or link to related records.

What can I do with a ticket?

It’s a good idea to write up anything complicated. Then other staff can search for it later and learn from your wisdom.

What can I do with a ticket?

Send yourself an email to remind yourself to work on this again.

Send Reminder Screen

How long? D HH:MM:SS.

Is that working hours, or clock hours? On what shift?

Do you want the reminder even if you’ve worked on it?

What do you want the reminder to say?

What can I do with a ticket?

It’s not real unless you’ve put it on to a dead tree, eh?

What can I do with a ticket?

Add something that must be done before this ticket will be allowed to close. (Only applies to tickets which have a related incident.)

What can I do with a ticket?

If you have service level agreements, this shows the alarms that have fired. E.g. 50% of allowed time has been used.

What can I do with a ticket?

They don’t need it any more.

Imagine you have been called by a customer

asking for some information that requires some research. Log a ticket in their name.

Instead of “Quick Close”, use “Submit”. Find the ticket in your to-do queue. Double-

click on it. Send yourself a reminder to work on it in a few

minutes’ time. Use a Pop-up or Email.

Exercise – More actions

Service Requests

Assignment and Journals

Registered

Categorized

Assigned

Fulfilled

Closed

Ticket Lifecycle(Request for Information or Incident)

Abandoned

Customer Not

Satisfied

Request for administration adds a status “Waiting for Approval”.Request for change has no “Categorized” or “Fulfilled” status.

Status Meaning

Registered Recorded, written down

Categorised Subcategory and classification have been filled in.

Assigned Given to a group and/or a person to work on.

Fulfilled We think we’re done; waiting on the customer to say so

Closed The customer thinks we’re done too

Normal Status…

Moving to the next status

The only status after “Registered” is “Categorized”.

Updating the status like this lets the customer

know that a ticket is being worked on. (Quick Close is no longer available.)

Some Service Level Objectives are based around the length of time a ticket spends in each state.

Why should I bother?

Some organisations simplify ticket workflow

further. Some don’t bother updating the status. Some just use one kind of ticket (everything is

an interaction, or everything is an incident). Some remove or add other fields Feel free to sleep for the next few slides

But everyone keeps “Assignee” … and Assignment Group … and Activity Logs

I’m not persuaded

….anyway, remember to save your work

… And on to the “Assigned” status

Notice that the Assignment Group and Assignee Name are mandatory now (Red asterisk.)

How to fob off your work onto someone else

Change the assignee to someone else in your team (“They are the expert at this sort of thing.”)

Change the assignment group (“This kind of request is handled by another team”). Leave the assignee field blank unless you know who to assign it to.

How do I get a list of possible assignees?

Clear the Assignee field, and then hit the fill button.

The most annoying error message when you are trying to

save a ticket...

A journal update is required for almost every change you make to a ticket.Answer the question: why did you do this?

Journal Updates (History and Audit

Log)What kind of update? Appears in

employee self-service portal?

Say what you just did.

History of this ticket.

Example…

Find the ticket you created previously. Update the status to “Categorized” and hit “Save”. Update the status to “Assigned” and hit “Save”. You

will receive an error about needing an update. Assign the ticket to your colleague by clearing out

the Assignee field and hitting Alt-F9. If your colleague works in a different team, update the Assignment Group field as well.

Write a suitable update and hit the “Save” button. Confirm that the ticket now appears in their To-Do

list. (They might need to refresh the To-Do list.)

Exercise – Assignment

Service Requests

Fulfillment and Closure

Fulfilled

Fulfillment Code and Solution

Note: collapsed the section called “Interaction Details”; expanded the section called “Resolution”.

After fulfillment, there are two possibilities:

Ticket closure = Close Interaction = Completed Customer Not Satisfied

Usually you wait a few days after fulfillment before closing. Some organisations have policies on this. Some organisations do this automatically.

Now what?

Closure

Closed at last!

Note: read-only. History still visible. The customer receives an email to say that this ticket has been closed.

Find a ticket which is assigned to you. Move it to the fulfilled status.

Remember to hit “Save” and put in a suitable journal entry.

You will need to fill in a resolution

Close the ticket.

Exercise – Closure

Service Requests

Everything else

When no-one seems to care about the ticket being

finished any more. Default reasons:

Not Reproducible No Fault Found Unable to Solve Withdrawn by User No User response

Only a few roles have the right to declare a ticket “Abandoned”. Default: BP 2nd Line SRF Analyst can make “Assigned”,

“Fulfilled” or “Customer Not Satisfied”

Abandon

Customer receives an email when a ticket is

marked “Abandoned”. Three more days of no response and the ticket is auto-closed.

Except where: Your site has decided on a different schedule Your site has decided to auto-close from other

states The ticket has “Exclude AutoClose” ticked.

Auto-close

You can add attachments (e.g. a screenshot, a

form) Hit the “Add File” button in the “Attachments”

section. You can save a lot of typing by creating

templates for common queries There’s a free text search tab You can save a search as a view and it

appears under “Favorites and Dashboards”

Other stuff you probably don’t want to stay awake for

This document was developed and placed in the Creative

Commons by Greg Baker from the Institute for Open Systems Technologies Pty Ltd.

There are more in this series, covering Incident Management, Change and other topics at http://www.ifost.org.au/Training/ServiceManager/

Many customers request these course materials be customised to suit their environment. Many also ask IFOST to deliver face-to-face or web-based training sessions based around these materials. Please contact Greg Baker (gregb@ifost.org.au) if you would like to discuss this.

We are always interested to hear your feedback.

What now?