1、End User Services trainingLisette FavierRobbert WentinkAgendaIntroductionWhy change a winning team? Whats new? ITILOrganizationTerminologyToolingWhats next?Demo: Robohelp and ClarifyQ&AWhy change a Winning team? The world of today is different Main task for the coming years: efficiency of serviceGoa

2、l of the training:Familiarize new ways of workingIntroduction to new tooling: Robohelp, ClarifyDocument Management systemWhats new?ITILITIL Organization for LucentTerminologyToolingITILIntro: How did ITIL come about? What is ITIL? What is a process? What are the advantages? ITIL Background (1) ITIL=

3、 IT Infrastructure Library Developed in the Late 1980s Public Domain Best Practice frameworkActually, ITIL is just a set of books!ITIL Background (2)Why?Rising IT costs and Budgets involved with managing IT infrastructures.Internally and concentrated on technical issuesNo clear performance indicator

4、s for measuring IT servicesUniform language and definitionsITIL Background (3)Mission 1989“To facilitate improvements in efficiency and effectiveness in the provision of IT services and the management of IT infrastructures”What is a process?AInputOutputProcedureProcedureProcedureWork InstructionWork

5、InstructionWorkInstructionAAA. etc.etc.Process some definitions (1)PROCESS (ITIL)“A connected series of actions, activities performed by agents with the intent of satisfying a purpose or achieving a goal”PROCESS CONTROL“The process of planning and regulating, with the objective of performing the pro

6、cess in an effective and efficient way”Process some definitions (2)Procedure (what)“Written description of connected activities including the involved/executing parties”Work instruction (How)“Description of one or more activities as part of the procedure”Service Management benefitsImproved quality o

7、f service More reliable business support Cost justifiable service qualityServices that meets Business,Customer and User demandsMeasurable performance indicatorsCustomer focus, enhanced customer satisfactionMore motivated staffProductionProblem managementConfiguration mgt.Change managementIncident ma

8、nagementRelease managementService deskServicesUSERSFinancial managementCapacity managementContinuity managementAvailability mgt.Development DepartmentService level mgtRelations managementCUSTOMERMANAGERProcess Relations Service support SetService Delivery SetITIL for Lucent: the first stepsPlanning

9、for implementation on 1st of JulyIncident managementIMAC (Change) ManagementIncident ManagementProcess Owners: Patrick Lynch (Compaq/HP)Jarek Dylewski (Lucent)Incident Management process: overviewBasic principles Lucents Incident Mgt (1/2)Lucent Helpdesk remains incident ownerProcess and Clarify are

10、 integrated:Auto-routing to Resolving GroupsCapture relevant data via scriptsBusiness rules supporting monitoring & escalation activitiesConsistency in logging improved reporting qualityBasic principles Lucents Incident Mgt (2/2) Customer focused: incidents will not be closed until end-user has veri

11、fied and accepted resolution (in general)Everything entering the Lucent Helpdesk will be registered: phone calls, faxes, e-mails, chase calls, out-of-scope callsSo whats new?Clarify!Complaints procedureSingle-point-of-entry: Lucent HelpdeskComplaint: incident requesting special attention Confidentia

12、lity requirementEnd-to-end managementMonitored on progress and resolutionCollected and reported in ClarifyService Levels(main campus)Response timeVisit Scheduled for Incident Resolution60 Min. Critical Incident Response2 hrsMajor Incident Response4 hrsStandard Incident Response8 hrsTime to FixCritic

13、al Incident Fix (incl. notification)4 hrsMajor Incident Fix (incl. notification)8 hrsStandard Incident Fix (incl. notification)24 hrsIMAC (Change) ManagementProcess Owners: Robbert Wentink (Compaq/HP)Jarek Dylewski (Lucent)IMAC (Change) ManagementObjectives:Provide standard mechanismTo control, mana

14、ge, implement and reviewRoutine changes (IMAC and SSR) Scope:IMAC and SSR (routine changes)Thus, non-routine changes are excluded from scope and will be handled by the Change Management process IMAC (Change) Management: overviewIBMAtos OriginLucentResolvingGroupsCompaq/ HPHelpdeskHelpdeskHelpdeskHel

15、pdeskIMAC plannerIMAC plannerDefinitionsIMACIMAC +SSRRFCTerminology Install/ (re)MoveE.g. restore user data, install st. application 5 IMACsVIP, OOHE.g. Upgrade infrastructureExamples IMAC (Change)ManagementprocessChange Mgt. processProcess view Seat priceT&MT&MProject budgetIMAC Plus ActivitiesCopy

16、ing of user data: my documents, user defined directories, PST fileLocalization of User environment: Shortcuts, Icons, FavoritesOn site support for LRA/VPN/Pipeline configuration and testing SSR ActivitiesInstallation of a network printerInstallation of desktop printers(Re)install non stand. Software

17、(Re)install non stand. Hardware (Zip drive -Special Mouse)Change the name of a printerBorrow PCRequest for IP adressAdd PC to domainChanges in non standard applications: MFG pro, Databases etc. Approval cycleSchedule and implementSchedule and implementApprove by local SAMTo Change Management Process

18、(Schedule and) implementIMACIMAC +SSRRFCTerminology Approval/ follow up Basic principles IMAC (Change) Mgt (1/2)Process execution has been delegated to:Lucent HelpdeskIMAC plannersResolving groups involved in realisationIMAC (Change) Mgt process owner: Robbert WentinkChange Management process owner:

19、 Wim TimmermansFinal responsibility regarding all changes remains with the Change Management process owner!Basic principles IMAC (Change) Mgt (2/2)IMAC requests received at the Helpdesk will be assumed approved (does not apply to SSR)Central scheduling of IMACs/SSRPlanners are physically located at

20、the Lucent HelpdeskScheduling based on average time per task and available local resourcesLocal optimization of day schedule by engineer/ team co-ordinatorImpact central IMAC planningUse of queries by EUS to find planningAppointments are made by central planning, not by EUSCommitted date is part of

21、SLAGive feedback on improvement possibilities for central planningSo whats new? Clarify!Central scheduling of IMACs/SSRSSR to the local SAM for approvalService Levels(main campus) Installation of PC(SRQ1)3 daysInstallation of Phone Connection(SRQ2)2 daysMoves(SRQ3)3 daysUser administration(SRQ4)1 da

22、ySW form catalogue(SRQ5)2 daysHW Peripherals(SRQ6)2 daysITIL OrganisationThe rest of the Lucent OrganizationThe EXO:CommunicationProgram managementThe Center of ExpertiseLucent Service Account ManagementToolingRobohelp ClarifyClarify: Major changesOnly sub-cases can be dispatched to resolving groups

23、, cases remain at the HelpdeskProduct ManagerHelpdesk uses scriptsA cases priority is derived from Impact and Urgency fields now. Changed case types, incl. Out of scope Changed resolution codesCases change colour as they ageInterface between Clarify contacts and POST Clarify: EUS specific actionsAcc

24、ept or reject a sub-case from your teams Clarify queue Record notes, send emails from the case and record time spent against a sub-caseChange the status of a sub-case when pending action from the end user or a 3rd partyResolve the sub-case when completedClarify: EUS specific actionsAccept or reject

25、a sub-case from your teams Clarify queue Record notes, send emails from the case and record time spent against a sub-caseChange the status of a sub-case when pending action from the end user or a 3rd partyResolve the sub-case when completedClarify: EUS specific actionsAccept or reject a sub-case from your teams Clarify queue Record notes, send emails from the case and record time spent against a sub-caseChange the status o