SMART Help Desk Kickoff April 1, 2010. 2 Welcome

SMART Help Desk Kickoff

April 1, 2010

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Welcome

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Meeting Agenda

WelcomeSMART Help DeskIncident Resolution ProcessTier 0 End-User Support ResourcesContacting the Help DeskServiceDesk: Help Desk SoftwareWrap-up and Close

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Welcome and Introductions

• Kent Olson, State Project Director, Director of Accounts and Reports

• Mary Vanatta, SMART Help Desk Lead

• Connie Guerrero, State Enterprise Readiness Manager

• Donna Harold, Accenture Enterprise Readiness Manager

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Housekeeping

• Bathrooms

• Please set cell phones and pagers to silent

• Break during session planned

• Let’s have fun!

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SMART Help Desk

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SMART Help Desk Vision

The SMART Help Desk exists to provide solutions to our end-users

“The SMART help desk provides

prompt, professional support.”

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Goals of the SMART Help Desk

• Provide a managed and structured approach for support of SMART

• Establish and implement secure and efficient help desk procedures

• Maintain adequate staffing and training to support end-users

• Encourage end-users self service issue management and knowledge enhancement

• Support ongoing software module implementations and upgrades

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What is a SMART Help Desk Contact?

• Serves as the agency’s centralized point(s) of contact for end-users who have questions or issues

• Attempts to resolve questions and issues at the agency level using resources available (SMART Help Desk Web-based tool, SMART Web-site, SMART on-line training, other agency supplied resources)

• Has access to ServiceDesk, the help desk tool:

– Research previous solutions and related

items

– Log incidents with the SMART help desk

– Track incidents

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SMART Help Desk Liaisons

• Each Agency designated a SMART Help Desk Liaison and back-up. SMART Help Desk Liaisons have the same responsibilities as SMART Help Desk Contacts

• SMART Help Desk Liaisons will also be responsible for contacting the SMART Help Desk to request or change security access to SMART Help Desk Web-based Tool (ServiceDesk)

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Incident Resolution Process

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ServiceDesk

• ServiceDesk:– Help Desk software purchased by the State of

Kansas to support SMART end-users

• Web-based

• Self-service

• Knowledge Base• Incident Management

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Incident Resolution Process Key Terms

• Incidents:– Questions or issues that occur and interrupt the ability

of a SMART or SHARP Time and Labor end-user to be productive

• Incident Management:– Process of identifying, logging, classifying, and

resolving incidents

• End-users:– Agency end-users of SMART or SHARP Time and

Labor

• Support Analysts:– Support staff that record and resolve incidents

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Tiered Support Structure

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Resolving Incidents: Responsibility of All Four Tiers

All four tiers of the SMART Help Desk

tiered support structure have a role in

resolving incidents quickly and promptly!

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Tier 0 Agency Resolution Process

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Four Paths for Tier 0 Incident Resolution

• SMART Password Reset

– End-user calls the SMART Help Desk• Security access to ServiceDesk

– End-user contacts SMART Help Desk Liaison• Security access to SMART

– End-user contacts SMART Security Liaison• All other questions or issues that occur and interrupt the ability of a SMART or SHARP Time and Labor end-user to

be productive– End-user accesses online training material and SMART web site– End-user escalates issue to SMART Help Desk Contact

• submitting a request to the SMART help desk

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Agency Help Desk Contact Responsibilities

• Agencies have designated one or more representatives to act as SMART Help Desk Contacts who will:– Assist agency end-users with incidents and troubleshoot agency questions– Use online support resources

• Training materials; UPK, WBT • SMART website• Knowledge Base

– Log the incident online or call the help desk– Track pending incidents and review past incidents– SMART Help Desk Liaisons will also request security access to ServiceDesk for additional SMART Help Desk

Contacts

• submitting a request to the SMART help desk

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Tier 1 Responsibilities

• SMART Help Desk Tier 1 support analysts will:– Answer calls promptly– Reset SMART passwords – via the phone– Maintain security access to ServiceDesk– Log incidents received via the phone– Review incidents received via the web– Document each incident fully; detailed and

informative– Resolve high level functional incidents– Escalate incidents to Tier 2 and 3 support analysts– Provide announcements and updates– Create and maintain the knowledge base

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Tier 0 End-User Support Resources

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UPK: User Productivity Kits

• User Productivity Kits (UPK):– Interactive training tool giving you a

step-by-step walk-through of a specificprocess or procedure pertaining to SMART• See it - View step by step demonstration

• Try it - Interact with SMART

• Know it – Test your knowledge• Do it – Practice completing the task• Use the Help Link in SMART

– Access context sensitive help relating to the SMART module

– Available from: Training Link>SMART Course Cataloghttp://www.da.ks.gov/smart/training.html

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UPK Context Sensitive Help Demonstration

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SMART Website

• SMART Web-sitehttp://www.da.ks.gov/smart– News and Announcements– Meeting Materials

• Change Agent Network (CAN) Meetings

• Business Process Workshop (BPW) Presentations

• Small Agency Meeting Presentations

– Training Materials• Course Catalog

– Web-Based Training (WBT) and User Productivity Kits (UPK)– Participant Guides from Instructor Led Courses

• Other Training Resources– General Navigation, Business Process Flows

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SMART Help Desk Contact

• Subject Matter Experts

• Search Knowledge Base Articles– Available in ServiceDesk

– Based on business process areas

– Find solutions for agency end-usersbefore reporting an incident

• Search Resolved Incidents– A database of information relating to previously

resolved incidents

– Research past incidents for quicker resolution

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Contacting the Help Desk

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Methods of Contact

• SMART Help Desk Contacts are encouraged to use the ServiceDesk software to log an incident

• End-users can call the SMARTHelp Desk

• Hours of Operation– Go-live: 7 am – 6 pm

– Steady State: 8 am – 5 pm

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When To Call the Help Desk

•Password reset requests – passwords can only be given over the phone to the end-user

•End-user does not have a ServiceDesk login and SMART Help Desk Contact is not available

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Benefits of Using ServiceDesk•Call volume is expected to be high

• Incident can be logged quicker vs. making a phone call and possibly being placed on hold

•Logged incidents are routed to a support analyst based on type of incident

•After hours accessibility

•Ability to attach files–Screenshots–SMART security access

•Access to all incidents and solutions in one location

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minutes

BREAK

Please return in

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ServiceDesk: Help Desk Software

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ServiceDesk Software Key Terms

• Requester:– ServiceDesk term for the SMART or SHARP Time and

Labor end-user who is associated with the logged incident

• Request Form: – Web-based form that is filled out during the incident

initiation process

• Incident Requests: – The submitted incident that is documented on the request

form. Also known as a “Request” in Service Desk.

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ServiceDesk Software Key Terms (continued)

• Solutions: – Knowledge Base articles found in ServiceDesk

• Announcements– Posted news and updates within ServiceDesk

• Resolutions– The solution that has been documented by the

support analysts under “Resolutions” within ServiceDesk

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ServiceDesk Security Access

• ServiceDesk requires a secure login and password• Security Logins

– User names are a schema

– Initial Passwords are the employee ID

• Request new logins through ServiceDesk or call the SMART Help Desk

SMART Help Desk Liaisons will be provided ServiceDesk initial logins via secure email before

go-live

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Demonstration Topics

Logging Into and Using the ServiceDesk Portal

Researching Past Incidents and SolutionsLogging an IncidentServiceDesk CommunicationsIncident Resolution

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Demonstration: Logging into ServiceDesk

• Navigate to ServiceDesk– Link will be available on the SMART web page

• Enter Username and Password

• Click Login

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Demonstration: Changing ServiceDesk Password

• As a Department of Administration policy requirement, SMART Help Desk Contacts should change their ServiceDesk password every 30 days

• The top right hand corner of the ServiceDesk home page has a Personalize link which brings up the Change Password page

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Demonstration: Agency Portal

1.Check Announcements

2.Check Requests

3.Search for a Solution (Knowledge base)

4.Log an incident

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Demonstration: Check Announcements

• Click on the Announcement within the Agency portal

Read the Announcement and check date

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Demonstration: Check Requests• Click the Request tab on the agency portal to see logged incidents in theRequest View screen

• Alternatively, click thelink in the “My Summary”area

• Filter Requests to All Department Requests

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Demonstration: Check Requests

• Sort by Subject, Requester, and Created Date• Review Pending, Open and Closed Requests• Click on the request link to see more details of an individual request

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Demonstration: Search for a Solution

• Search for a Solution by typing in a keyword in the Search Solutions box on the agency portal

• Click on the solution titlelink to read the solution

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Demonstration: Log an Incident

• After attempting to resolve at the agency level:

– Click the “New Request” button within theAgency Portal to log an incident

– New request form will open

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Demonstration: Log an Incident

1.Contact information

2. Answer agency questions

3. Categorize the incident

4. Summarize the incident

5. Describe incident in detail

6.Attach Files

7.Submit the request

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Demonstration: Contact Information and Agency Questions

• Contact Information populates based on user login

• Answer questions regarding self-resolution

Note: Fields with an asterisk are required fields

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Demonstration: Categorize the Incident

• Categories:– Pertain to a particular module or process in SMART,

SHARP, or a distinct subject area

– Example: Accounts Receivable

• Sub-Categories:– Further defines the Category

– Example: Deposits

• Select category/sub-category from the drop down boxes

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Demonstration: Summarize the Incident

• Summarize the incident by typing a short summary ofthe incident in the “Subject” box

• For example:

Be Clear and Concise

What Where Detail

Error On report For depreciation calculation

Need access In SMART For voucher approvalCan’t find training In the LMS For data warehouse

Want new report In the data warehouse For aging receivables

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Demonstration: Describe Incident in Detail

• Provide detailed information about the incident in the “Description” box

• Where is the incident in SMART occurring?

• What error messages are being received?

• What was the end-user trying to do?

• What online resources did they use?

• What were the actions taken at the agency?

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Demonstration: Attach Files

• Attach files to incident requests by clicking on Attach File

– Screenshots of error messages

– File size limited to 10MB

– Sensitive data must be blacked out or not attached• Social Security numbers, P-card numbers, personal addresses, employee ID, bank account numbers

• Click on Browse, Search for File, Click on Attach File

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Demonstration: Submit the Incident

• Submit the incident by clicking on “Add Request”

• Submitted request will appear

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Demonstration: ServiceDesk Communications

• Email notification is sent to the requester from the SMART Help Desk when:– Incident has been submitted– Support analyst replies to the incident within the software– Incident is resolved and closed

• Notification email has a link to the online request and contains details regarding the incident

• Do not reply to this email

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Demonstration: CommunicationWhen Incident Is Submitted

• After submitting the incident the requesterwill receive an email notification from the SMART Help Desk

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Demonstration: Communicating in ServiceDesk

• Communicate through ServiceDesk with the support analyst that is assigned to resolve your incident– The method to contact your support analyst– Maintains communications within ServiceDesk for future reference– You will receive a notification from the SMART Help Desk when a reply is added by the analyst

• Click Reply, type the message and click Add.

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Demonstration: CommunicationWhen Incident Is Has A Reply

•The analyst may have additional questions or may have a reply to your communication. The requester will be notified by email from the SMART Help Desk

•Reply to this email within ServiceDesk

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Demonstration: CommunicationWhen Incident Is Closed

• After the support analyst resolvesand closes theincident, the requester will receive an emailfrom the SMARTHelp Desk

• Click the link withinthe email to reviewthe incident and resolution

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Demonstration: Incident Resolution

• The resolution will be posted in the “Resolution” area

• Click on the “Resolution” tab

• View the resolution

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Wrap-up and Close

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Next Steps• Create communication for SMART Help Desk Contacts to

distribute to agency end-users regarding the Tier 0 responsibilities

• End-user Testing – Pilot SMART Help Desk to report incidents

• End-user Training – Trainers will report incidents during training

• Create Knowledge Base Articles - Support Analysts to build a database of solutions

• Operation Readiness Testing – Pilot SMART Help Desk to finalize processes

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Questions?

Documents

SMART Help Desk Kickoff April 1, 2010. 2 Welcome