Ticket Handling, Queue Management and QlikView Dashboard Workshop 5/19/2018 Ticket Handling, Queue Management and QlikView Dashboard Workshop March 2017

Agenda Collaboration Between Support Services and HUIT Service Teams 5/19/2018 Agenda Collaboration Between Support Services and HUIT Service Teams Identifying and Reporting Major Incidents Support Services’ Best Practices For Ticket Handling Queue Management Overview QlikView Dashboard

5/19/2018 Collaboration Opportunities Between Support Services and HUIT Service Teams How can we best partner with each other?  Service Offering Overview Work with the Support Services Management team on scope of work Come to a Service Desk Staff meeting to provide overview and training Spend a day at the desk and see how things work Documentation New and updates to existing documentation- Knowledge Management “Shift Left” opportunity Feedback Survey Reports See user feedback first hand

Identifying and Reporting Major Incidents 5/19/2018 Identifying and Reporting Major Incidents Triggers Criteria Report an MI by calling 496-2831 Responsible for declaration: Service Owner If above unavailable, Incident Coordinator Representatives from technical and service owner groups are expected on the call bridge for incident assessment within 15 minutes of HUIT alert End Users Sudden flood of tickets Staff Preventative measure, alerts, vendor notifications } Urgency Intolerance for delay L M H Risk of Escalation into more widespread issue Size of Population Declare Major Incident, if two criteria are M / H.

HUIT Best Practices For Ticket Handling 5/19/2018 HUIT Best Practices For Ticket Handling HUIT Ticket Handling Guide Standardized procedures when; speaking with customers and working on tickets   Sets expectations and accountability Using the Incident Ticket Status Matrix when updating a ticket’s status

HUIT Best Practices For Ticket Handling 5/19/2018 HUIT Best Practices For Ticket Handling Communication  With Other Queue Managers Using establish communication channels ServiceNow tickets should not be used to ask questions of other HUIT teams With Customers If a ticket is lacking info, contact the user directly to get info and keep the process moving.  Communicate directly and frequently with customers to provide them updates on tickets status and resolution Ticket Handling  VIP tickets should be handled/resolved or escalated immediately Be sure you know where the ticket should go, ask a colleague, no guessing When referring to another group, include as much detailed information as possible in the notes section

Queue Management Overview 5/19/2018 Queue Management Overview The Queue Manager Role Proactively Monitoring the ticket queue and assigning tickets as needed Taking ownership of your team’s work and ensuring your group Resolves tickets efficiently, the first time Documents work throughout and in resolution notes Keeps customers informed of progress and ticket status Is reaching out to customers directly when resolving tickets

Queue Management Overview 5/19/2018 Queue Management Overview The Queue Manager Role continued Creates ticket templates to facilitate/expedite handling Templates can be created for tickets as well as email responses Maintains escalation, on-call contact list and queue membership Notify ITSM when there are changes Serve as an escalation point and coordinate/communicate with other queue managers to ensure handover, continuity and consistency

Queue Management Overview 5/19/2018 Queue Management Overview Additional Materials can be found on HUIT.harvard.edu/itsm Lots of good information about individual processes for Incident Management Change Management Problem Management Service Ownership Program And much more…… If you your team has comments, questions or feedback please e-mail ITSM@harvard.edu

5/19/2018 QlikView Dashboard qlik.huit.harvard.edu

What’s Next? Share what you’ve learned with your team 5/19/2018 What’s Next? Share what you’ve learned with your team Members of Support Services are avabile to attend a staff meeting ITSM/Support Services to re-establish Queue Manager Quarterly Meetings

5/19/2018