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Service Desk Process (Knows (Resources, Working Schedule, Method of…
Service Desk Process
Knows
Resources
Working Schedule
Method of distribution of the tickets
Process Steps
Process States
Tickets priority
Ticket Category
It must have a time response
Unknowns
Number of tickets per person
Number of tickets per queue
Blocking steps in the process
Why those the tickets have a incorrect state.
Escalation procedure
DMAIC Questions
Define
The state of the ticket?
Active
Resolved
Awaiting User Info
New
Awaiting External Processing
Resolved Awaiting Communication
Closed
The priority of the ticket?
Impact
Low
Moderate
High
Urgency
Priority
The category of the ticket?
Incident
Request
Inquiry
Complaint
RMA
Who should be involved in the process?
First Line Service Desk
Second Line Service Desk
Third Line Service Desk
Control
Who is responsible for sustaining the process?
Ovidiu Ardelean (Service Desk Manager)
How will we measure sustained performance?
Ovidiu Ardelean (Service Desk Manager)
Sergiu Rares Bogdan (SL Manager)
What should we measure to ensure the sustainment?
KPIs
Analyse
What are the failure modes?
:no_entry:
What cause the most delayed in time?
Inconsistent ticket content
Ticket Escalation
Witch factors increase the delay time of solving the ticket?
Missing the support group map
Wrong ticket routing
Inconsistent ticket content
Approvals
Improve
What changes can be made?
Process Changes
Right people distribution
Training's
New Tools
Who does the Change Impact?
Service Desk Manager
Team
What are the steps to implement changes?
Suggestion
Team Discussion
Manger Approval
Measure
What metrics do we use to measure the Performance?
measures the percentage of closed incident tickets that are resolved before the resolution timer breaches
measures the percentage of created tickets (all tickets) that are responded before the response timer fires
measures the percentage of created tickets that have been resolved on 1st line
Do those metrics measure what we need?
Yes
Process Groups
Awaiting user info
Do we need more information from the caller?
How long it takes to receive complete information?
Who is involved in this action?
Solving
Who is solving the problem(request)?
How the solving has been made?
How long it takes to be solved?
Processing
Who is responsible for this action?
How long it takes to be processed?
How many steps do we need to finish processing ?
Process Groups
Awaiting user info
Do we need more information from the caller?
When the ticket is incomplete :checkered_flag:
What do we do when we don't receive the information?
How long it takes to receive complete information?
Depends on the priority of the issue/request
Low
3-5 days
Medium
1-8 hours
High
15-60 minutes
Critical
10 - 30 minutes
Who is involved in this action?
Customer/Caller :checkered_flag:
Solving
Who is solving the problem(request)?
First Line
Second Line
Third Line
IT
RMA Manager
How the solving has been made?
Customer feedback
How long it takes to be solved?
Processing
Who is responsible for this action?
Person Assignee
How long it takes to be processed?
30 minutes up to 15 days
How many steps do we need to finish processing ?
4 7 steps
STEP 1
STEP 2