Terry Trundley NSD. The Strings on the Guitar NSD Help Desk Operational Forum Live Service Support Model.

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Presentation transcript:

Terry Trundley NSD

The Strings on the Guitar NSD Help Desk Operational Forum Live Service Support Model

NSD “the interim solution” Set up in June 2004 for 12 weeks Now running to March 2006 To be superseded by a Front Line Support Services solution, currently being determined

Getting in Tune Help Desk Operational Forum (HDOF) The forum aims are to: Speed up end to end information and provide better quality data In order to improve the end user experience Open to anyone who shares the same objectives

What has HDOF done so far In 10 days Cut Triage from 37 to 5 questions Produced Cluster specific education packs Distributed knowledge information

Statistics A recent analysis revealed that 70% of calls from a cluster in the period of May/June/July should not have come to the NSD Discord

Statistics Deployment2 Incident509 *Local Issue9 Problem176 *Reboot523 *Resolved itself17 Service Request1126 *System Limits13 *Training85 * Could have been resolved at LHD level

Live Support Model Developments Tuning the first string

Normal Technical issue Resolution

Support Model (keeping the first string in tune) Single point of contact for customer - but may be contacted by the resolution team Then - referred support desks or second line support passes resolution information back to the referring team Triage has to be supported by an adequate knowledge base Live technical unresolvable local issues can then be directed to NSD to direct immediately to the technical team. The Technical Team will coordinate all supplier, on-site and Cluster resources to resolve these issues Only close an issue when it has been agreed with the User and the Local NHS or ESP Help Desk

For London Cluster training pack please contact: