Help Desk Customer Service Quiz #6(slides part two)

Which is a diagram that shows the sequence of tasks that occur in a process?

flowchart

The objective of ____ is to restore service as quickly as possible.

incident management

*Providing Status Updates to Customers and Management* Notification -

informs all of the stakeholders in the incident management process about the status of outstanding incidents • Notification can occur when: - An incident is reported or escalated - An incident has exceeded a predefined threshold - An incident is resolved

In which step in the incident management process is an incident categorized and assigned a priority?

logging

What is the system, network, or product that is most likely causing an incident called?

probable source

The objectives of ____ are to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occurring.

problem management

If a customer reports an incident that is not really an incident, such as requesting a change in how a product functions, what should a service desk analyst do?

Each company must decide how to handle this situation.

*Focusing on Prevention(continued)* Problem diagnostic techniques include:

- Brainstorming - Five Whys - Cause and effect analysis - Pareto analysis - Kepner-Tregoe problem analysis • Codes can be used to record the root cause • Without accurate data, problem management is not possible • When problem management is performed, the organization is able to identify, eliminate, and ultimately predict and prevent problem causes

*Step 3: Develop and Execute a Course of Action (continued)* Actions may involve:

- Delivering a solution by directing the customer to perform a procedure or series of procedures - Directing the customer to a Web site where the solution can be obtained - Taking remote control and performing the repair - Escalating the incident to the correct level two service provider or subject matter expert when a solution could not be identified or the service desk is unable to deliver the solution - Logging a change record to have the corrective action performed via the change management process

*Closing Incidents* Once a solution has been identified and implemented, there are still questions that need to be asked and answered:

- Did the solution resolve the incident? - Is the customer satisfied? - Have all pertinent data been recorded? • If the answer to any of these questions is "No" the incident cannot be considered resolved

*Knowing When to Engage Additional Resources (continued)* Consider the following as the target escalation time approaches:

- Do I have sufficient information to clearly describe the incident? - Have I determined the probable source? - Have I gathered and logged the information that is required by level two? - What is the incident priority?

*Step 3: Develop and Execute a Course of Action (continued)* When the service desk is unable to deliver a solution, review the course of action with the customer

- Ensure the customer understands it and the time frame within which it will be executed - Let the customer know if the course of action or the timeframe is dictated by an SLA

*Closing Incidents (continued)* • If all of the answers are "Yes" the incident can be closed once all pertinent data is captured • Without data, trend and root cause analysis cannot be performed • Any or all members of the service desk team can:

- Identify and analyze trends - Suggest ways that incidents can be eliminated - Go beyond the quick fix and take the time to resolve incidents correctly the first time - Engage the resources needed to determine the correct solution

*Providing Status Updates to Customers and Management (continued)* Management notification ensures that:

- Management knows the current status of incidents that are in an exception state - Management has the information needed to oversee incidents that involve multiple support groups - Management has sufficient information to make decisions, follow up with the customer, or call in other management - Management actions are recorded in the incident record so that everyone affected knows what decisions management has made or what steps they have taken

*Incident Owner Responsibilities (continued)* Analysts sometimes share ownership by:

- Monitoring alerts and the status of outstanding incident - Helping other owners when they can - Updating a ticket if a customer contacts the service desk to • Provide additional information • Request an up-to-date status - Negotiating a transfer of ownership for any outstanding tickets if the analyst is going to be out of the office for an extended time

*Building Good Relationships With Other Support Groups* Level two service providers must:

- Respect the service desk's role as a front-line service provider - Acknowledge that the service desk's efforts are freeing them from the need to answer the same questions or solve the same incidents over and over again - Be willing to impart their knowledge to the service desk

*Building Good Relationships With Other Support Groups* Level one analysts must:

- Strive to continuously increase their knowledge and the efficiency and effectiveness of their problem-solving skills - Ensure that all available information has been gathered and logged - Ensure that all checklists have been completed and logged before an incident is escalated - Seek assistance only after using all other available resources

*Providing Status Updates to Customers and Management (continued)* The service desk can notify management, customers, and others by:

- Telephone, in person, with an email or instant message - Through a paging device, automatically via the incident management system

*Providing Status Updates to Customers and Management (continued)* Customer notification is appropriate when:

- The analyst has told the customer they will provide a status at a given time, even if there has been no change in the incident's status - The target resolution time will not be met - Customer resources are required to implement a solution - The incident has a high priority and justifies frequent status updates - The customer was dissatisfied with earlier solutions

*Providing Status Updates to Customers and Management (continued)* Customer notification ensures that:

- The customer knows the current status of the incident - Customer comments or concerns are recorded in the incident record and addressed

*Providing Status Updates to Customers and Management (continued)* Management notification is appropriate when:

- The incident is extremely severe - The target resolution time has been or is about to be reached - Required resources are not available to determine or implement a solution - The customer expresses dissatisfaction

*Taking Ownership* • The customer shouldn't have to initiate another contact • Approaches to designating the owner include:

- The person who initially logs the incident is the owner - The service desk is the owner (anyone can serve as owner) - The incident owner changes as the incident is escalated

*Providing Status Updates to Customers and Management (continued)* How notification occurs and who is notified varies based on conditions such as:

- The priority of the incident - Who is affected by the incident - When the incident occurs

*Step 3: Develop and Execute a Course of Action (continued)* The course of action will vary based on factors such as:

- Whether a solution was identified - How and by whom the solution will be delivered - Whether the customer is satisfied.

*Providing Status Updates to Customers and Management (continued)* Service desks add value by:

1. Making it easy for customers to reportincidents 2. Delivering solutions 3. Taking ownership and ensuring that incidents that cannot be resolved immediately are addressed in the required time frame • Even bad news is better than no news

*Use Diagnostic Tools* Remote control system -

A technology that enables an analyst to view and take control of a connected device to troubleshoot incidents, transfer files, provide informal training, or collaborate on documents • Newer hardware and software systems have built-in diagnostic tools • Using these tools may not always be an option - The network is down - A hardware failure has occurred

*Knowing When to Engage Additional Resources* Target escalation time

A time constraint placed on each level that ensures incident resolution activities are proceeding at an appropriate pace

*Taking Ownership* Incident owner

An employee of the support organization who acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction

Which symbol represents the end or stopping point of a process in a flowchart?

an oval

*Use Diagnostic Tools* When diagnostic tools are not available

ask questions and simulate the customer's actions to determine the probable source • Take the time needed to fully diagnose the incident and identify the correct probable source • When an incorrect probable source is identified, you can waste time developing a course of action that will not permanently solve the incident

*Focusing on Prevention* Problem manager -

coordinates problem management activities and ensures problems are resolved within SLA targets

*Taking Ownership* When an incident cannot be solved immediately

customers expect someone to take responsibility for ensuring it is resolved in the time frame promised

*Step 3: Develop and Execute a Course of Action (continued)* If the customer is dissatisfied

determine the customer's preference and, if possible, accommodate that preference • Or, determine if there is an alternate course of action that will satisfy the customer's immediate need • Record the customer's preference in the ticket and when necessary, bring the incident to management's attention

Which would most likely be used to link customer records to incident records?

employee number

*Knowing When to Engage Additional Resources* Most service desks strive to solve as many incidents as possible at level one

• First, use resources such as a knowledge management system, online help, or product and procedure manuals • If unsuccessful, turn to a coworker or level two service provider for help

*Building Good Relationships With Other Support Groups (continued)*

• Review and understand your company's SLAs, OLAs, and contracts • Provide mutual feedback • Job shadowing • Review incident management system information • Communicate • Give praise

*Step 3: Develop and Execute a Course of Action* To develop a course of action:

• Search a knowledge management system • Search the incident management system • Consult resources • Use personal knowledge • Use tools • Determine if a workaround is available

*Focusing on Prevention* Until the root cause of a problem is identified and eliminated, it is likely that incidents will recur

• The problem management process identifies that root cause• The service desk contributes to and uses the problem management process through its integration with the incident management process - Detecting problems - Capturing incident-related data • Senior service desk analysts may help investigate and diagnose incidents

*Incident Owner Responsibilities*

• Tracks the current status of the incident • Proactively provides the customer regular and timely status updates • When possible, identifies related incidents • Ensures that incidents are assigned correctly • Ensures that appropriate notification activities occur • Ensures that all problem-solving activities are documented • Verifies the customer is satisfied with resolution • Closes the incident ticket