ca service desk demo scenarios
DESCRIPTION
Ca Service Desk Demo Scenarios Presentation used at GITEX 08 from Emirates ComputersTRANSCRIPT
CA Unicenter Service Desk
Product Demo
AgendaAgenda
- Scenario 1: the simplified Client Interface Screen- Scenario Summary- Scenario Steps- Scenario Overview (Problem Understanding – Solution/Benefit)
- Scenario 2: Quick Incident Resolution through the Analyst Screen- Scenario Summary- Scenario Steps- Scenario Overview (Problem Understanding – Solution/Benefit)
- Scenario 3: Effective Management of the Service Desk- Scenario Summary- Scenario Steps- Scenario Overview (Problem Understanding – Solution/Benefit)
SCENARIO 1: THE SIMPLIFIED CLIENT INTERFACE SERVICE DESK SCREEN
SCENARIO 1
Scenario 1- SummaryScenario 1- Summary
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
-Targeted Audience: IT and Service Desk Managers-Approximate Duration: 10 Minutes-Client Problem: Rising Support Costs and low customer satisfaction-Objectives: Demonstrate CA Service Desk solution in providing efficient Incident and Problem Management which will reduce cost and provide improved help desk service for better customer satisfaction-Products Shown: CA Unicenter Service Desk r11.2
Scenario 1 - StepsScenario 1 - Steps
1. A Brief about the Self Service Employee Interface2. A Client having a problem using the printer, tries the knowledge
search, and finds a document showing the resolution steps.- Benefit: End User Self Service, improved agents efficiency
(by reducing the number of calls logged)
3. Same Client having a problem accessing the company application, looks at the announcement area to find out that the resolution for this error is published
- Benefit: End user self service, faster incident resolution without submitting the incident to the helpdesk
4. Another Client having hardware problem, submits the incident by creating a new request (choosing category “Hardware”), later the client can follow up on the incident status
Scenario – 1 SnapshotScenario – 1 Snapshot
Service Desk End-User View for self-service
How to Log Incidents // we can show only the How to Log Incidents // we can show only the web based interfaceweb based interface
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
-Web Based Interface // only this can be shown-Choose the category: hardware, application
-By Email, ex. Send to [email protected] Automatic logging of the incident -Integration with fax server-Telephone
The Problem …The Problem …
Emirates Computers – Confidential© Copyrights Emirates Computers 2005
•Multiple disparate help desks
•Incidents reported by phone only
•Limited visibility to incident request status
•Slow Response from help desk Support
The Problem …The Problem …
BusinessEmployees
IT Operations Networks & Servers Databases Applications
Level 0 Support(Self Service) Level 1 Support Level 2 Support Level 3 Support
Help DeskCorporate
Help DeskDevelopment Dept.
Help DeskHR Dept.
Help DeskAnalysts
Help DeskAnalysts
Help DeskAnalysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
Multiple disparate help desks> Recently acquired electronics
subsidiary
> Departmental help desks
The Problem …The Problem …
BusinessEmployees
IT Operations Networks & Servers Databases Applications
Level 0 Support(Self Service) Level 1 Support Level 2 Support Level 3 Support
Help DeskCorporate
Help DeskDevelopment Dept.
Help DeskHR Dept.
Help DeskAnalysts
Help DeskAnalysts
Help DeskAnalysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
Incidents reported by phone only
Employees circumvent the help desk out of desperation for a resolution>Long call wait times>Low 1st call resolution
>Limited visibility to incident request status
>Slow Response from help desk
The Problem …The Problem …
BusinessEmployees
IT Operations Networks & Servers Databases Applications
Level 0 Support(Self-Service) Level 1 Support Level 2 Support Level 3 Support
Help DeskCorporate
Help DeskDevelopment Dept.
Help DeskHR Dept.
Help DeskAnalysts
Help DeskAnalysts
Help DeskAnalysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
No standard processes>Manual process>No escalation procedures>No coordination between
help desks or across IT
Most IT failures never reported to the help desk
Frustrated employees>Long call wait times>Unable to resolve Incidents
The Solution – CA Unicenter Service The Solution – CA Unicenter Service DeskDeskBusinessEmployees
IT OperationsNetworks & Servers Databases
Service Desk
Level 1 Support Level 2 Support Level 3 Support
Operations Manager
Tech Support EngineeringAnalysts
Manager Supervisor
Technicians
Manager
Developers
CACMDB
ChangeAdvisory
Board
ChangeManager
Service Desk
Level 0 Support(Self-Service)
BenefitsBenefits
• Reduce costs through self-service– Self-help with knowledge search capabilities
– Announcements
– Reduce number of calls
– save analysts time and
and let them focus
on the critical incidents– Automate problem resolution
Service Desk End-User View for self-service
QUICK INCIDENT RESOLUTION VIA THE ANALYST INTERFACE SERVICE DESK SCREEN
SCENARIO 2:
Scenario 2 - SummaryScenario 2 - Summary
-Targeted Audience: IT and Service Desk Managers and Service Desk Analysts-Approximate Duration: 10 Minutes-Client Problem: Excessive Time required for help desk analysts to get up to speed and resolve incidents-Objectives: Demonstrate CA Service Desk solution in providing efficient Incident Management, quick logging and resolution of Incidents, better understanding of client environments.-Products Shown: CA Unicenter Service Desk r11.2
Scenario 2 - StepsScenario 2 - Steps
1. A Brief about the Service Desk Analyst Web Interface2. The analyst receives a phone call from end user in the HR
Department, using Profile Browser, the analyst can get the following- Details on client assets and environment- History of incidents- Contact details- Activities performed
3. Knowing all the above can enable the analyst to quickly identify the incident details and can launch the incident quickly
4. Analysts can view all their pending and assigned incidents/problems and requests
Scenario 2 – Snapshot: Analyst ScreenScenario 2 – Snapshot: Analyst Screen
Our understanding of a Our understanding of a Support EnvironmentSupport Environment
Service Desk Calls
KnowledgeDatabase
Centralized Knowledge Base• Knowledge-driven support• Consistent, correct answers to
common problems• Online self-help
DesktopManagement
SupportAutomation
Change Management
Management Metrics
IncidentManagement
ProblemManagement
Root Cause
Desktop & Server Mgmt.
• Asset discovery and inventory• Remote control• Software & patch deployment• Protect against vulnerabilities• Automate system migrations
Incident & Problem Mgmt.• Detect & record• Classify, diagnose & resolve• Monitor, track & communicate• Analyze, develop & implement fixes• Close incident, problems, known
errors & report
Change Management
• Plan, prioritize, and categorize• Analyze impact• Manage authorizations• Manage implementation
Management Metrics• Near real-time performance indicators• Defined KPI’s• Drill down view of data • View business and operational information
EFFECTIVE MANAGEMENT OF THE SERVICE DESK
SCENARIO 3
Scenario 3 - SummaryScenario 3 - Summary
-Targeted Audience: Service Desk Managers and IT Directors-Approximate Duration: 10 Minutes-Client Problem: Management has limited awareness of Service Desk Metrics (Productivity, pending incidents, SLA violated , etc)-Objectives: Demonstrate CA Service Desk Dashboard Solution in providing real-time consolidated reporting of key performance indicators of the helpdesk system -Products Shown: CA Unicenter Service Desk Dashboard
Scenario 3 - StepsScenario 3 - Steps
1. A Brief about the Service Desk Dashboard Tabs and screens2. An IT Director reviews the dashboard to get understanding of how
is operation is performing.3. Illustrating the Requests/Incidents/Problems tab and how real-time
charts can be viewed4. Show how to act of a graphic area, how to show all an-
assigned incidents, and Drill-Down to service desk level, and view incident details (its not just a graphic tool, you can zoom into incidents details from the dashboard)
5. Knowing all the above can enable the IT Director to view all incidents that are about to violate SLAs, and to get near real-time information about the support environment
Scenario 3 – Snapshot: Service Desk DashboardScenario 3 – Snapshot: Service Desk Dashboard
Service Desk Manager’s Decision Support Dashboard
The Unicenter Service Desk Dashboard provides managers a real-time view of incidents/requests/problems
Targeted Reporting SolutionsTargeted Reporting Solutions
Report Requirements– Field Technician– Team Lead– Service Desk Manager– Service (SLA) Manager– Problem Manager– IT Manager / Director– Customer Reports
Report Solutions– Menu Reports– Scoreboard & Graphics– ITIL Reports:
• MS Access (75+)• Crystal
– Unicenter Dashboard
Targeted Reporting SolutionsTargeted Reporting Solutions
Real-Time Offline
Summary
Detailed
SLAManager
SLAManager
Service DeskReport
Service DeskReport
ScoreboardScoreboard
DashboardDashboard
MS Access/ Crystal
MS Access/ Crystal
DashboardDashboard