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Transcript of Corporate IT Support Tool presentation · Improving the communication between users and Dinard IT...
Improving the communication between users and Dinard IT Team
Corporate IT Support Tool presentation
V1 – Updated 2017 11 20 - EN
2
Table of contents
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
Annex: Flowchart and other details
3
1. One tool & one address for all the group
Since June 2017, IT department of Hypred Group has implemented a new tool to
track all tickets.
This tool, Freshdesk is
- implemented by more 100,000 businesses in the world
- hosted in cloud
- flexible, simple and customizable
For the user, one address to reach IT department
for every subjects
(infra, computer, CRM, 4D, ERP etc...)
Each membre of IT team is notify when a ticket is logged.
Objectives:
- Give maximum feedback to each requester of his ticket
- Share and increase the database of resolution
- Measure the type and volume of tickets
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
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2. Requester prerequisite to be supported
Few useful softwares
All these tools are available on the homepage of Hypred https://home.hypred.com/
To be more efficient to help requester few softwares must be set up on each computer
Hypred Teamviewer
to remotely take hand of a computer, have available on desktop
Greenshot
This tool will help user to make commented
and efficient screenshots if need it.
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
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2. Requester prerequisite to be supported
Charter of each ticket: Help us help you
To assist us in resolving your support request,
try to provide us the maximum information
(application, company, user, etc…):
- If you receive an error:
• Screenshot of error (preferably entire screen,
not just error message or log)
• A detailed scenario to reproduce the error
- Can you reproduce this issue with another
computer,
users, databases.
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
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3. Requester real time follow
connecting on Freshdesk
Requester can follow all his demands connecting freshdesk using: https://hypred.freshdesk.com/support/tickets
The link is also available on the Hypred Homepage: https://home.hypred.com/
Status of the Ticket
See the agent who works on his Ticket
Clicking on each link, requester can see the
detail and the history of his Ticket
Select filter
Ffd
bv
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
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3. Requester real time follow
connecting on Freshdesk
The conversation on the ticket. Requester can answer directly from here
or use email
Detail of ticket
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
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3. Requester real time follow up
Few definitions
Support Request: ticket from a user for incident or request.
Example: Password forgotten, Red message in SAP, wifi connection issue, new account
creation, cannot print out a layout, synchronisation problem with Resco, impossible to validate
price in Starys
Evolution Request: ticket from a user asking for an improvement with validation for major subject
Example: implementation SAP in new country, new or modification layout, wifi installation in new site,
Priority is assigned on request:
Medium: the business is not immediatly affected
High: the business is immediatly affected with no alternative solution
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
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3. Requester real time follow up
Ticket status & email notification
Email notification is sent to the requester at many steps.
Type Status for Requester Notification
to requester
Next Action
Support
request
Being Processed Yes Agent will work on the ticket
Awaiting your Reply Yes Requester will answer on ticket
This ticket has been
Resolved
Yes The requester has 5 days to answer if he don’t
agree with the answer or to close the ticket
manualy, after that the ticket will be automaticaly
closed.
This ticket has been Closed No
Evolution
To be submitted Yes Evolution/project will be submitted to steerco or
hierarchy
Approved Yes Agent will work on the evolution
Refused Yes Evolution/project will be closed
This ticket has been Closed
When 2 demands have the same subject, both are merged and one of them are closed
1. One Tool & one address for all the group
2. Requester prerequisite to be supported
3. Requester real time follow up
Annexes
11
Glossary
Requester : people who sent an email to [email protected]
Ticket : email received in Freshdesk without any qualification
Agent : people who works on a Ticket
Support request : ticket from a user for incident or request
Evolution : Ticket from a user asking for an improvement with validation for major subject
Backlog : list of tickets which are unresolved and already logged in Freshdesk
Freshdesk : Ticketing support Tool
Annex
12
Ticket status flowchart
Open
Reception of Ticket to [email protected]
Type qualification /
AffectationSupport Request Technicalinformation
Workload
To be submitted
> XS
XS
Approved
Decision
Refused
Yes
No
Resolved
Need information/confirmati
on
No
Yes
Pending
Ticket fixed
Yes
No
Need information/confirmation
Pending
Project finished
Yes
No
Yes
Closed
Evolution
As much as possible, IT team add private note to increase the database of resolution knowledge and fill the field Subtype
IT team addthe priority
With 5 Days without answer
Manual
No
Annex
13
Workload definition
A first estimation of workload is assigned on the Ticket.
XS S M L XL
- 0,5 day 0,5 to 2
days
2 to 5
days
5 à 10
days
+10 days
With this, IT department could estimate the global workload of backlog
Annex
14
Main qualifications of the Ticket
Ticket sent to [email protected]
Group Qualification
4D
BI
SAP
Collaborative
CRM
Infra
Type Qualification
Priority
Incident
Evolution
Technicalinformation
Medium
High
WorkloadQualification
XS
M
S
L
XL
Web Apps
Workflow
Annex
15
Other fieldsField Definition / Value
Source Email, Phone, Portal etc..
Agent Name of who is in charge of the Ticket
Applications 4D – FAN
4D – GMAO
4D – Hychemia
4D – Hygene
4D – Microbio
4D – QMP
4D – Stoprod
BI – Cognos
BI – Cubes
BI – FCRS
BI – Reporting
Services
SAP
SAP B1i
SAP Creation User /
Authorization
SAP LG
SAP Produmex
SAP Add-on Roullier
Hyperf
Novactiv
Resco
Starys
Orion
ProcessMaker
Lotus
Nomaris
Achdoc
Skaveo
Kelio – Gestion des
accès
VPN - Global Protect
Active Directory
Antivirus
Equipment
Network
Office
Veeam Backup
Other
HyShare / Sharepoint
Yammer
Skype
One Drive / Synchro
Mailing
Country / Company Each country, if it’s a Ticket for all Hypred, there is CORP as country.
Subtype User incident, Functional incident, Technical incident, Access Request, Info Request, Other incident,
Other request, NA
4D
Workflows Webapp Infra Collaborative
CRMSAPBI
Annex
Any questions or remarks about this presentation,
do not hesitate to just send an email to: