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IT Service Desk Management

In order to address the needs faced by organizations in the context of ticketing management solutions, identify a set of mandatory requirements as well as some not required, but relevant, to meet the proposed objectives and optimization of associated processes.


 

In this sense, we present below the most relevant features of our ticketing solution based on product OTRS (www.otrs.com/), the reference product in this area with a list of users that attest to its scope, such as Nokia, NASA, Toshiba and Siemens to name but a few (for a more complete list see www.otrs.com/homepage/customers/).

The general description of the solution, which is presented below, is based on two areas: functionality available to support team (Helpdesk) and their customers. This separation aims to highlight the features that have added value in terms of efficiency and optimization of the work of support staff on the one hand, and agility, quality and transparency from the communication point of view with customers.
According to our understanding, the PROSPECT want the future solution responds to a set of requirements related to the areas involved, providing users with a simple and interactive solution. It is also intended that the system is adaptable, allowing to respond in time to change the business model.

1. Support Team

From the point of view of functionality presented to the support staff, the same result of a set of assumptions and transverse needs to any supporting structure:

  • Resource optimization: assign the resolution of a problem to the resource or more features enabled for resolution
  • Enhance teamwork: streamline and centralize communication between elements of the support team
  • Information sharing: record of all activity history on a problem or accessible customer the whole team
  • Monitoring and coordinating the support team: definition of service levels, and monitoring compliance with the same,whether actively (query tool) or passively (credit default notification)
     

1.1 Authentication and Access Profiles

The solution implements the mechanism of authentication and access control, through a user name and password for each user of the system. In terms of visibility data / permissions, it will be achieved using the grouping of users into groups that define the set of data which may be obtained, and the type of actions that can be carried out on them.
The set of users, groups and associated permissions can be managed in the tool itself or by integrating with an external LDAP system such as Microsoft Active Directory.


1.2 Allocation of Tickets

The solution will enable the allocation of tickets manually and automatically. The automatic assignment will be configurable, taking into account the ticket data, and the association of the various technical support or customer or for a party.
In addition, users can assign tickets to other users or manually group (provided that such permission has been assigned), and for oneself unassigned tickets.
In addition to the allocation of tickets to users, the solution implements a ticket grouping mechanism in rows, allowing the targeting and allocation of problems according to the destination address (for tickets submitted by e-mail) or to the area that it refers both to the client that reports the same.


1.3 Customization / Adapt the Data

In order to permit adaptation to different scenarios and customers, it is possible to use the solution over defining additional parameters for the tickets. This will adjust the data provided by customers and by the support team to the needs identified in the use of the tool, and enable the management to define additional data and parameters required measuring outcomes and efficiency.


1.4 Definition of Service Levels (SLA's)

The solution will allow the definition of service levels, particularly in terms of:

  • Maximum response time
  • Workaround maximum time
  • Maximum resolution time


These service levels may be different for each customer or for a certain type of problem, and according to their characteristics (severity, urgency, impact, etc.).


1.5 Configuration Management

The system allows the management and inventory of various resources (hardware, software or other) under management support team. The types of managed resources and their characterization are configurable in a flexible and dynamic way. It is permitted to associate the various resources either customers or the other type of entity, namely the ticket's.
All configuration changes are recorded for use in the form of versions, allowing at any time view configuration changes for each feature.
This integration between resources and's ticket allows at any time a diagnosis and more effective solution by the support team through the immediate visualization of resources involved in it, the updates suffered by it as well as order history and associated solutions.


1.6 E-mail Notifications

In order to streamline processes, and to ensure the achievement of defined service levels, the solution will allow the configuration of email notifications to members of the support team. This configuration may be based on events resulting ticket status changes, as well as approximation of response times or resolution defined in SLAs.
The content and format of the reports will also be configurable by loading or editing templates.


1.7 Tickets History

The solution will record all changes and interactions for each ticket, allowing the analysis of all historical shares of it. In this register include:

  • State changes: all state changes will be recorded and you are responsible for it
  • Data updates: all changes to data tickets (changing properties, adding documents, contact registration, etc.) in addition to their state, including the user who made the change
  • Notifications sent: all notifications sent either manually or automatically are also registered
  • Scalings, and redirects ticket re-assignments: all ticket moves within the support structure, as well as for external entities are recorded, and the internal drives are associated with the respective users


1.8 Monitoring and Reporting

The solution enables real-time monitoring of the status of ticket receive queues, as well as the fulfillment of service levels.
The solution also allows the definition of performance analysis reports per agent, per row, per customer. It also provides the possibility to record the time spent by agents in solving problems, fostering obtaining financial data and agent for efficiency, queue or client.


1.9 Knowledge Management

The tool provides a knowledge management component, in order to register the resolutions for the most frequent problems. This component allows faster response to questions from customers and facilitate the transfer of knowledge between the elements of the support team.
Optionally, this information may be made available in a public way to access by customers. In this scenario, obtaining responses from solutions thereof can be accomplished by solutions already registered search, reducing the number of reported problems, and therefore the intervention of the carriers.


1.10 Integration with External Systems

The solution will provide access to some of its features and data to external applications as web services, allowing both the data query whether the trigger actions for external systems, such as:

  • Allocation of tickets
  • Ticket status change
  • Updating / adding data to tickets


Likewise, the solution offers extension points that allow integration of data and functions provided by external applications.
Example: Validation support contract status with the client, putting the tickets reported in a suspended state if the contract is already / not yet valid.


2. Customer Optics

From the customer's point of view, the features of the tool based on a set of assumptions that aim to make communication between them and the support team the more uniform and transparent as possible:

  • Registration problems Forms: standardizing information and characterization of ambiguity problems by reducing the risk thereof, and the optimum response thereto
  • Access to state of solving problems: greater transparency in the relationship with customers
  • Communication of relevant events in the resolution of problems: customer participation in the resolution process, including the confirmation of the resolution and closing thereof
  • Resolution Confirmation of problems by customers


2.1 Customer Portal

A portal should be made available to each client, allowing the same access the application remotely.
This portal should be authenticated, providing a set of relevant information, namely:

  • Ticket queue
  • State of tickets
  • Registration of new users
  • Tickets log


The presentation of this site should be configured according to the customer, providing a different image for each customer, enhancing their integration with the corporate network of the same.


2.2 Client Users Management

Integrated into the customer portal, should be provided the possibility of the same register new users and request to send credentials for a user.

These features must not involve any type of setting permissions for users, and this setting made by the application manager for each customer across the board.


2.3 Reporting Problems by Email

The solution will provide links to specific email accounts for reporting problems by customers.
The receipt of an email in such accounts should trigger the creation of a new ticket with the information on it. The email data extraction should be configurable, and the characterization of it must be based on the mailbox, and from the data extracted from it.


2.4 E-mail Notification

In addition to consulting the state of solving the problems the customer portal, all state changes, requests for information, or other relevant changes to the customer despoletarão sending an email notification with the relevant information.


2.5 Confirmation Closure

Customers should be notified before the ticket resolution with information that they should proceed with the confirmation of the resolution, and the consequent closing of the same. If the customer fails to confirm this explicitly in the specified time interval, it will be closed automatically by the system, triggering a notification to the client.

 


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