Telephony

Service Desk

Access Management

Known Error Database

Integrated CMS

It is also important to have an integrated CMS which allows Problem Records to be linked to the component s affected and the services impacted – and to any other relevant CIs.

Configuration Management forms part of a larger SKMS which includes linkages to many of the data repositories used in Service Operation s. The process and practice s of Configuration Management and its underlying technologies requirement s are included in the Service Transition publication.

An effective KEDB will be as essential requirement, which should allow easy storage and retrieval of Known Error data.

Good reporting facilities are needed to ease the production of management reports, allowing the data to be incorporated automatically without the need for re-keying of data – and to allow drill-down capabilities for Incident and Problem Analysis.

Note: In some cases, components or systems being investigated by Problem Management may be provided by third-party vendors or manufacturers. To address this, vendors’ support tools and/or KEDBs may also need to be used.

Access Management uses a variety of technologies, mainly:

• Human Resource Management technology, to validate the identity of users and to track their status
• Directory Services Technology (see section 5.8 for a description of Directory Services). This technology enables technology managers to assign names to resources on a network and then provide access to those resources based on the profile of the user. Directory Services tools also enable Access Management to create roles and groups and to link these to both users and resources
• Access Management features in Applications, Middleware, Operating Systems and Network Operating Systems
• Change Management systems
• Request Fulfilment technology (see section 7.4).

Adequate tools and technology support should be provided to enable Service Desk staff to perform their roles as efficiently and effectively as possible. This will include the following.

Because a high percentage of incidents are likely to be raised by telephone calls from user s, the Service Desk should be provided with good, modern telephony services. This should include:

• An automated call distribution (ACD) system to allow a single telephone number (or numbers if a distributed or segmented Service Desk is the preferred option) and group pick-up capabilities. Warning: If options are offered via the ACD, via keyboard or Interactive Voice Recognition (IVR) selection, do not use too many levels of options or offer ambiguous options. Also do not include any ‘dead ends’ or options which, once chosen, do not allow the caller to go back to previous menus.
• Computer Telephony Interface (CTI) software to allow caller recognition (via the linked ACD) and automated population of the user s’ details into the incident record from the CMS.
• VoIP – use of this technology can significantly reduce telephony cost s when dealing with remote and international users
• Statistical software to allow telephony statistics to be gathered and easily interrogated/printed for analysis – this should allow the following information to be obtained for any selected period:
• Number of calls received, in total and broken down by any ‘splits’ – where any call-routing has been chosen and being provided by an IVR system /keypad response
• Call arrival profiles and answer times
• Call abandon rates
• Call handling rates by individual Service Desk call handlers
• Average call durations
• Hands-free headsets, with dual-user access capabilities (on at least some of the headsets) for use during training of new staff, etc.

Дата добавления: 2014-12-23