Transcription of IT Help Desk - Process Triage – Process Triage
1 Case Study IT help desk 3 Tier Model (Swim Lane Flow Chart derived from Process Triage Map). Customer (Internal). 1,2. Triggers: Triggers: (E-mail) Contact - System generated ticket - Send Email help desk - Place Call 3 7 3 7 3. Choose Existing Assign New B Assess Issue Best Script Ticket? Yes Create Ticket Correlate Ticket Problem Ticket? Yes Child Problem Ticket C. No 3 2,3. Existing Ticket Existing Suspend Wait for Master 7. Review /. 7 7 Incident Yes Child Incident Ticket Master Ticket Closure A F. Ticket? E Draft Script Test Knowledgebase Update Knowledgebase Script 3 3 3. Assign Severity Assess Business Initiate Business Business No Severity Level Business Continuity Yes Business Yes Continuity Continuity Level 1 or 2? Impact Threat? Continuity Process Process Process No END. 3 3. help desk (Reps). Issue Closed Post Work-in- Process Ticket END Status Notification Ticket? Yes Sev 1 = 15 min.
2 No Sev 2 = 20 min. 3 3 2,3 3. Attempt Direct Update Issue Self- Self-Service Customer Customer Periodic Update Status Yes Yes Resolution Service? Instructions Resolves Resolves Interval Notification No 3. Knowledg Resolved? Yes Close Ticket e-base Update? Yes E. No No 3. Forward END. Ticket (to Tier 2). A. 3 3 3. Existing Assign Problem Triggers: Analyze Workable Correlate Child Problem Yes Problem Yes Mangt - System generated ticket Ticket Ticket? Ticket Ticket Ticket? Process No No 3 3. G. D Return Re-assess Severity Existing Master Ticket (To Tier 1). B Severity Level Level Change? Sev 1 or 2? Incident Yes C. Ticket? A Complete 3. Specify 3. Complete 3. Severity No Child tickets are closed 1 or 2? Yes Root Cause Analysis Corrective Actions Incident Report END. Performance Management 3 3 3. with masters 3. Assign No No Priority Assign Attempt Resolved? Yes Close Level Analyst Resolution Ticket 7 3.
3 Issue Report Performance No Resolution Communication END. 7 7. Triggers: Technical Experts 3 3. - Time Period Passed Gather Performance Analyze Performance END Update Knowledg (Weekly, Monthly, etc.). 7 help desk Re-evaluate E. (Tier 2). Data Trends e-base Yes Open Ticket Update? Production Support Tickets & Projects No 7 F END. Initiate Problem Recurring Incident? Yes Problem Management Manage- ment E. Process Tier 2 Re- work? Yes D. No No END. 3. Initiate Enhance- Enhancement Yes ment? Process No 3. Escalate Ticket 7 3. Analyze Ticket Resolved? Yes Close Ticket G. No Management (Tier 3). Reassign Ticket? Yes D. No 3. Initiate Enhance- Enhance- Enhancement Yes ment ment Process Process Process Tools Proprietary Information Process Triage LLC.
