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

2. 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

3. 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

4. Identifying and Reporting Major Incidents
5/19/2018
Identifying and Reporting Major Incidents
Triggers
Criteria
Report an MI by calling
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.

5. 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

6. 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

7. 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

8. 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 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

9. 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

10. 5/19/2018
QlikView Dashboard
qlik.huit.harvard.edu

11. 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

12. 5/19/2018