Dell World
Software User Forum 2013
December 9 - 12 | Austin, TX
Presenter: Carl Keller /Jillian Salamon
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What is End User Support?
• Seamless • High Quality • Responsive • Low Cost
• Right Support at the right time
“Address End User needs to get them back to work asap!”
Notable Metrics/Terms: MTTR; First Call effectiveness; Satisfaction
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Piecing the Service Desk Together
• What’s New in Service Desk 5.5 • Best Practices for Service Desk
Configuration
• Some Key Koncepts
• Amp up your Service Desk with dynamic fields and asset integration
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What’s New in
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Notifications and User or Machine Deletion:
• When managed machines or user accounts are deleted frominventory, email notifications for any Service Desk tickets that are related to those machines are suppressed.
• This reduces unnecessary notifications and ticket-related email
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Navigation:
• You can navigate among Service Desk tickets and the machines and assets
that are related to tickets using links on detail pages.
• Machine or Asset detail page, related tickets are listed and linked. • Click those links to view the ticket detail page.
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Create New Ticket link:
• Detail pages for users, assets, and computers include a button to create
tickets. This enables you to quickly create tickets when viewing user information.
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K1000 GO!
• K1000 GO is an app that enables administrators to access K1000 Service
Desk tickets, inventory information, and software deployment features from smart phones or tablets.
• K1000 GO is available in the Apple App Store for iOS devices, or from the
Google Play Store for Android devices
• Appliances that have been upgraded to version 5.5 can use K1000 GO. • The 1.0 version of K1000 GO is in English only.
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Single Sign On
• Single sign on for the Administrator Interface and User Portal
• Single sign on enables users who are logged on to the domain to access the
K1000 User Portal and Administrator Interface without having to re-enter their credentials on the K1000 login page.
• Single sign on is available for:
• One domain only: If you have multiple domains, only one can be enabled for single sign on. This is true even if the Organization component is enabled on the K1000 appliance, and you have multiple organizations that are on different domains.
• Single sign on is a system-level configuration, and Organizations cannot be
configured independently for single sign on.
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Best Practices
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Consider Your Goals
• What are you trying to accomplish with your service desk?
–Traditional break/fix issues? –Employee onboarding?
–Maintenance tasks? –Project tracking?
• Which end user audiences are you serving?
–One group or many?
• Which teams will be managing tickets?
–One group or many?
• Repeatable processes?
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Create more than one queue?
• If your service desk will serve more than one distinct need (IT and
Requisitions, for example), it is worth considering an additional queue.
• Keep it simple to avoid extra overhead and maintenance…
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Identify your end users
If you have more than one distinct group that will be submitting their own tickets, create user labels to identify those users.
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Identify your ticket teams
Create at least one ticket team label per queue For example:
IT Services for the main “incidents” queue Facilities for a “building maintenance” queue Finance for a “purchasing” queue
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Set up and use “Processes”
What repeatable tasks or chores would users need to be able to kick off that might be more complex than a simple ticket/incident?
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Create Common Processes
•Create “processes” for common
requests or tasks
• Easier to initiate than separate
tickets
• Keeps relationship between the
steps
• Each process can be restricted
for only certain user labels
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Key
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Key Koncepts: “Queues”
Queues are all of the details that can be included in and about tickets, including fields, values, layout and user access.
Use additional queues when the data being collected or procedures of how “tickets” will be managed are significantly different.
In some environments, the following queues would make sense, particularly if the teams managing “tickets” are completely distinct:
• IT Incidents
• Facilities Requests
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Key Koncepts: “Categories”
Categories define a subset of tickets within a queue and who should be responsible or notified about those tickets.
Use categories to track what different sorts of issues your users are submitting and determine which ticket owner should be assigned. In a traditional ticket queue, these are fairly common categories:
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Key Koncepts: “User Labels”
User labels can be used to control access to knowledge base tickets and software library items. They are also the indicator as to which users may submit, manage or respond to tickets (for each queue). Common user labels include:
• IT Team • Finance • Austin
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Key Koncepts: “User Roles”
Roles in the K1000 identify what privileges a user will have in the
admin and/or user interfaces, in terms of which tabs and components are visible or accessible when they log in.
Roles do not control access to service desk resources or the ability to manage specific ticket queues.
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Key Koncepts: “Ticket Rules”
Ticket Rules are advanced sets of conditions you can establish on a per-queue basis that identify tickets matching certain criteria and what actions you’d like to take for those tickets.
A ticket rule always has a SQL select statement to identify the set of tickets that rule is concerned with.
Once you’ve identified the correct tickets, you can do one of the following with those:
• Send a list of those tickets as an email • Send an email about each matching ticket
• Add comments to each of the matching tickets
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Enhance Your
End User
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Service Desk improves:
• MTTR – Integrated Assets, Tickets, and Inventory, and Remote assistance • First Call effectiveness – “Bomgar”; UVNC; or tool of choice
• Satisfaction – effective resolution to issue as soon as practical • Access
• Endusers can create tickets from User Portal, email, or telephone • Bomgar session request can come from Users Portal, email
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Integration benefits
• Tickets , Assets , Users, Machine data is all available to reports • Less system integration work
• Logic in Ticket rules
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Configuring A
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Sending an Email to Ticket Owners
• Use the ticket rule wizard to create any rule. We are going to modify the
completed rule.
• Disable the rule so that we can perform some testing by unchecking
“enabled”
• Use a query that is customized to our needs. (watch out for quotes if you
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Create generic ticket rule
• Use a query to select any ticket that comes in and decide its owner user label
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