Self-Help web Interface

Diagnostic scripts

Known Error Database

Support tools

There are a range of free-standing Service Desk support tools available in the marketplace – and some organizations may choose to produce their own simple incident logging/ management system s. If an organization seriously intends to implement ITSM then a fully integrated ITSM toolset will be required that has a CMS at the centre and provides integrated support for all the ITIL -defined processes.

Specific elements of such a tool that will be particularly beneficial for the Service Desk include the following.

An integrated KEDB should be used to store details of previous incidents/ problem s and their resolution s – so that any recurrences can be more quickly diagnosed and fixed.

To facilitate this, functionality is needed to categorize and quickly retrieve previous Known Error s, using pattern matching and key word searching against symptoms. Management of the KEDB is the responsibility of Problem Management, but the Service Desk will use to help speed incident handling.

Multi-level diagnostic script s should be developed, stored and managed to allow Service Desk staff to pinpoint the cause of failure s. Specialist support group s and supplier s should be asked to provide details of the likely failures and the key questions to be asked to identify exactly what has gone wrong – and for details of the resolution actions to be taken.

These details should then be included in context-sensitive scripts that should appear on-screen, dependent upon the multi-level categorization of the incident, and should be driven by the user ’s answers to diagnostic questions.

It is often cost effective and expedient to provide some form of automated ‘Self-Help’ functionality, so users can seek and obtain assistance which will enable them to resolve their own difficulties. Ideally this should be via a 24/7 web interface that is driven by menu selection and might include, as appropriate:

• Frequently asked questions (FAQs) and solutions.
• ‘How to do’ search capabilities –to guide users through a context-sensitive list of tasks or activities.
• A bulletin-type service containing details of outstanding service issues/problems together with anticipated restoration times.
• Password change capabilities – using secure password protection software to check identities, perform authorization and change passwords without the need for Service Desk intervention.
• Software fix downloads (patches, service packs, bug fixes etc. where it is determined that the user has the wrong version or a fix is needed) – tools are available to automate the checking process, to compare the actual desktop image with the agreed ‘standard’ build s and to allow upgrades to be offered and accepted where necessary.
• Software repair s – where it is detected that a corruption may have occurred, to allow software fixes, removal and/or re-installation.
• Software removal requests – automatically completed with any licence being returned to the pool.
• Downloads of additional software packages – tools are available to check a pre-defined software policy and to allow the download of additional software packages, if covered by the policy. This can include automated software licence checks and financial approvals as well as CMS updating.
• Advanced notice of any planned downtime or services outages or degradations.

The self-help solution should include the capability for user s to log incidents themselves, which can be used during periods that the Service Desk is closed (if not operating 24/7) and attended to by Service Desk staff at the start of the next shift.

Some care has to be exercised to ensure that the Self-Help activities selected for inclusion are not too advanced for the average user, and that safeguards are included to prevent a ‘little knowledge being a dangerous thing’! It may be possible to offer slightly more advanced Self-Help facilities to ‘Super Users’ who have had extra training. It is also necessary to be very careful about assumptions made when staffing a Service Desk about the amount of use that users will make of Self-Help facilities.

Note: As already covered in the list above, it is possible to combine some simpler Request Fulfilment activities as part of an overall Self-Help system – which can also be of significant benefit in reducing calls to the Service Desk (see paragraph 7.1.1 for further details).

Дата добавления: 2014-12-23