bp4sm 9.3 greg baker ([email protected]). usually… make less experienced staff do the following:...
TRANSCRIPT
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 ([email protected]) if you would like to discuss this.
We are always interested to hear your feedback.
What now?