Helpdesk Changes: Earlier Situation l Some statistics – “Average Week” u “Average week”: 600 calls –Answered “first time”: 215 –Escalated: 160 by design (eg, EDMS), 225 unresolved to Level 2 –Figures correspond to expected performance at the contract level l User perceptions u “Helpdesk not functioning” –Translates into: “support chain not working”, because users typically refer to the “entry point” (Helpdesk) u Call avoidance –User strategies: ask a colleague, a friend, call Helpdesk –Comparison with industry (Gartner Group): Industry: 1-2 calls per month and desktop CERN: calls per month and desktop

Helpdesk Changes: Earlier Situation CALL DETAILS First-time answerForwarded to support linesTotal "Simple"OtherEDMSLocalPrinterIT-US "Simple":passwords (60%), quota (30%), documentation, directions Other:mostly "How to …" (eg, set/change mail forwarding) Local: HW/SW issues of all kind for desktops and portables Printer:50% HW, 50% toner IT-US:about 35% registration, 15% file reloads, 25% mail/Web

Helpdesk Changes: Objectives l Objectives u Increase first-time problem resolution (as seen by the users) from “20%” to 80%, reach user satisfaction level of 75% –Higher skills at Helpdesk –Extend time (now 10’) to find a solution at first call –Improved procedures: close open loops with service providers (information), quality assurance of replies, ticket flow (user wants a problem solution), –“Manager on Duty”: responsible to the user for problem resolution, quality assurance, user information (Zephyr, Web content, service status), link between users and service providers –Better tools: content of, and access to, knowledge database (Q&As), automated support actions (quota?)

Helpdesk Changes: Getting There l Reaching the objectives u Information gathering –Shifts with Helpdesk –Industry comparisons –Helpdesk backing up u Analyze findings –Shifts with Helpdesk (Feedback given to Helpdesk): communication, “personal” approaches, training, user expectations, working conditions –Industry comparisons: somewhat difficult Remedy tickets “domain oriented” (eg, mail, Web), industry uses Gartner Group categories (“How to”, “Break/Fix”), data mining done –“Helpdesk backing up”: during 2 weeks Helpdesk backed up with one staff from IT-US: jump in first-call resolution observed u Redesign model –“Backing up Helpdesk” most promising, confirmed by in-depth test during May 2002

Helpdesk Changes: Manager on Duty l New Role: “Manager on Duty” (MoD) l Tasks u Acts for established services as the link between users and service providers u For the user the MoD is the person responsible for resolving incidents u Quality assurance of replies to users u Services log, weekly reports and service statistics, operational procedures for First-line support service u Responsible for user information: instant messages (Zephyr), News, validity of information on the divisional Web pages, “Services Status Board” u Services Status Board: status of services, incidents, and scheduled and unscheduled service changes. Service providers will communicate service changes to MoD. u Collaboration and coordination with service providers on service changes.