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Welcome to theSpiceCorpsof Volusia County!Remember to sign-in to earn Community points!

SpiceCorps of Volusia CountyLeader:Joe Dissmeyer, joe@joedissmeyer.comwww.joedissmeyer.comGroup link:http://community.spiceworks.com/group/577-spicecorps-of-volusia-county-fl

AgendaSpiceCorps and the Spiceworks CommunityIntroductionsPresentation and TalkDemosI.T. Round TableNotes from previous meetingNeed help\advice? Ask!DiscussionAgree on next meeting date and timeUpcoming Events

CommunityLearn from othersOpinionsFactsDos and DontsGain knowledge and understandingPeople networkingFriendships

SpiceCorps Mission StatementBringing the Spiceworks Community to you live by allowing local Spiceworks users to connect in-person and help each other by sharing IT info that'll help you do your job.

CommunityHow much better to get wisdom than gold!

- Proverbs 16:16 (ESV)

This is what community is all about! Sharing knowledge is what makes our jobs easier.6

Introduce yourself!Your nameCurrent role \ positionDo you use Spiceworks? If so, how?Name the one tool or software you cannot live without!

Presentation and TalkDocumentationHelp Desk Tickets \ Incidents, Requests, etc.Knowledge & Internal ProcessesThe 5 Questions

General DocumentationThere are many types of documentation.Common ones are:Troubleshooting info in help desk ticketsKnowledgebase articlesInternal Process Documents

Documentation Help Desk TicketsIf it isnt in the ticket,it never happened.

Imagine that you were on the phone with a customer for several hours trying to solve a problem on their computer, but you had reached the end of your rope. Maybe you didnt have the permissions or access to be able to fix it, maybe you had exhausted all of your resources in trying to solve the problem, and you needed to escalate. So you do escalate the ticket to someone else but you didnt enter any information in the ticket before assigning it up.Have you ever done this before?

Point #1: How many times has a ticket been assigned to you and you didnt have any information on what happened or what the problem is?Customer cannot access email. The Network must be down in Chicago.Point #2: How many times have you started working on a ticket and ended up repeating the same steps another technician had already went through before the ticket was assigned to you or your team?Point #3: How many times have you looked at a ticket and found that it has been open for two days, and a tech had been working on it for these two days, but then they escalated the ticket to you without leaving any information in the ticket?Point #4: Example on legal issue from C.H. Robinson. Blackberry wasnt disabled and still had access to email. 10

Documentation Help Desk TicketsThe ticket should tell the story.

Point #1: How many times has a ticket been assigned to you and you didnt have any information on what happened or what the problem is?Customer cannot access email. Please look into it. What questions did you ask? What troubleshooting steps did you take up to this point?Network is down in Chicago. What did you do? What questions did you ask the customer? Why arent I getting any phone calls or alerts about this?Point #2: How many times have you started working on a ticket and ended up repeating the same steps another technican had already went through before the ticket was assigned to you or your team?Point #3: How many times have you looked at a ticket and found that it has been open for two days, and a tech had been working on it for these two days, but then they escalated the ticket to you Point #2: Example on legal issue from C.H. Robinson. Blackberry wasnt disabled and still had access to email.

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The 5 QuestionsThese need to be answered in EVERY ticketIs anyone else experiencing this issue?Is this the first time this happened? If not, when?Has anything changed?Can you replicate the issue on a different PC\device?What is the impact that this issue has on your job\department\workplace?

First, find out if this is a widespread problem.Determine if this is a common problem with the customer.Is this something that is revisited often?Could be a training issueEtc.*** An issue or problem is ALWAYS, ALWAYS, ALWAYS, caused by a change of some type. Software, hardware, vendor, act of nature, etc.Determine if the problem is local to the machine or not.Could be a problem with a software update or new software release. Compatibility issues.Corrupt profile data.Etc.This question is important in order to determine the urgency and priority of the need to resolve the issue. This question can usually become general knowledge and may come with experience.12

DocumentationDocumentation helps YOU do your job.Documentation helps OTHERS do their job.

Documentation benefits YOUDocumentation helps YOU do your job better.You WILL forget sometimes! Documentation helps you remember.What needs to be documented?Internal ProcessesTeam knowledge and common informationHow Tos (screenshots help!)Troubleshooting steps in Tickets\Work Orders!Other items

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Documentation benefits OTHERSDocumentation helps OTHERS do their job.Knowledge needs to be shared within teams.Backup Personnel or secondary expertsDocumentation helps with onboarding new team members.Gets newbs up to speed with the way that things work in your organization faster.Ability to reference troubleshooting steps in closed tickets.

Knowledge needs to be shared within teams.Example: I work in a team of 5 people but we all have our specializations. When one person is on vacation, we need to know what he does in order to cover.Example: Also, we are all working on projects. We need to help out sometimes and when we dont know.Example: Lake Mary job example, new hire.

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It is all aboutATTITUDE

It is not my intention to preach about attitude, but I feel it is important to at least discuss.This is stuff that is usually NOT taught in schools or training seminars. It is information that is simply expected to be general knowledge.

When you have a person, or team of people, that dont16

AttitudeKnowledge Hoarding =Its mine. Find out on your own.I deserve or He\she doesnt deserveJob loss fearUnwillingness to learn \ Lack of new skillsCareer progression haltedGeneraly negative, bitterCommunication problems within departments or teamsReduced team morale

Its mine. Usually leads into more negative things such as I deserve, and that starts to lead into some dangerous territory.In general, this is a type of person that no one wants to hang around or even work with.

It is people like this that makes it tough to work with.People like this also do NOT hang around for very long.17

AttitudeIn general, management hires personnel based on attitude more often than they do for skills.

This goes right back to the previous slide.Managers do not like team members that are negative. 18

AttitudeAttitudes are contaigous. Do you want others to catch yours?UnknownAttitude is a little thing that makes a big difference.- Winston Churchill

Wrap up on Attitude: Please feel free to take this information back with you and discuss with your teams and\or colleagues.

Final quote: The longer I live, the more I realize the impact of attitude on life.Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company... a church... a home.The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past... we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude... I am convinced that life is 10% what happens to me and 90% how I react to it.Charles Swindoll

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Spiceworks AD IntegrationEasy to set up.Why use AD integration?User account syncEasier for customers to access HD ticket portal (SSO)Limits access to AD itself - Allows the Help Desk to update customer information

PresentationSpiceworks Active Directory Integration Demo

PresentationAdministrativeScriptingBy John Schuepbach

DiscussionI.T. Round Table

Next MeetingEasy to set up.

Upcoming EventsIT Pro Camp, Jacksonville 2013Saturday June 15, 2013 8am to 5pmITT Technical Institute, Jacksonville FLFree eventCisco Live! OrlandoJune 23 (Sunday) 27 (Thursday), 2013Orange County Convention Center, I-DriveRegister for Free Explorer Passes