Service desk -the power to do more

1Dell World User Forum

UFIL519: Service Desk – The Power to Do MoreBrooks Roberts, Learning DevelopmentIan Bolton, Learning Development

Dell WorldUser Forum


Presenters• Brooks Roberts

– Dell KACE Learning Development– 16 Years at Dell– 4 Years with KACE

• Ian Bolton– Dell KACE Learning Development– 12 Years at Dell– 4 Years with KACE


Status Check• How many of you currently use the Service Desk?

• How many of you currently use Processes?

• How any of you currently automate your Service Desk by building your own ticket rules?


Overview• Service Desk Defaults

– General Uses– Examples

• Multiple Queues– Reasons for Using Multiple Queues– Examples

• Processes– What is a Process– Planning– Examples

• Ticket Rules– Precautions– Planning– Examples

5 Dell World User Forum

Service Desk Defaults



Benefits

• Ready for Work

• Basic Functionality

Potential Drawbacks

• Lacks Personalization

• One Ticket Queue

• Limited Functionality



Ticket005Ticket004Ticket003Ticket002Ticket001

Default Queue




Adding Categories




Default Queue







Ticket005Ticket004Ticket003Sensitive Information

Ticket002Ticket001

Default Queue

IT


Multiple Queues


Multiple Queues

Roberts, Brooks


AdminUI

Multiple Queues


IT


HR


PurchasingAdmi

n


UserUI

Multiple Queues


IT


HR


PurchasingIT

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Multiple Queues(Demo)


Switching Queues


Switching Queues


IT


HR

Ticket003


Processes


Processes

What is a Process?

• A series of tasks that must take place in a specific order.

A Process can be as simple as you need, or as complex as you like.

• It could be a template for a single ticket

• It could be several hundred tickets

A Process can exist in one queue or span multiple queues.


Stage 3

Stage 2

Stage 1

Processes

Ticket005Ticket004

Ticket003Ticket002

Ticket001


Processes

Stage 1

Stage 2

Candidate Submitted

Ticket 2: User Account Creation

Ticket 3: Hardware Request

Ticket 3: Hardware Order

Placement

Ticket 3: Order Approval

Ticket 4: Send Orientation Information

Ticket 5: Schedule Training

New Hardware Required?

New Hardware Approved?

Yes

Yes

Process Closure

No

No

Order Placement Queue

Hardware Approvals Queue

IT Queue HR Queue Training Queue

A Parent Ticket will be created

in the HR Queue to

manage all of the work.


Processes

Stage 1

Stage 2

Candidate Submitted




Placement






Yes

Yes

Process Closure

No

No





in the HR Queue to


Process Starts

Account Creation

Hardware Request

Ticket Rule(Is New Hardware

Required?)

If so, move to HW Approvals Queue

Ticket Rule(Hardware Approved?)

If so, move to Order Placement

Queue

Parent Ticket created


Processes

Stage 1

Stage 2

Candidate Submitted




Placement






Yes

Yes

Process Closure

No

No





in the HR Queue to


Send Orientation and Training Information

Process Complete


Processes

Stage 1

Stage 2




Process Starts

Parent Ticket 1

Ticket 2: Account Creation


Ticket 4: Orientatio

n Info

Ticket 5: Training

Scheduled

Approved?

HW Needed?

Process Ends

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Processes (Demo)


Ticket Rules


Ticket Rules

What does a Ticket Rule do?

1. Runs a query against the database

2. Takes an action based on the query

What types of actions can be taken?

• eMail Results

• Update the database– Append Comment to Ticket– Run an Update Query


Ticket Rules

When do the rules run?

• Every 15 Minutes

• Hourly

• Daily

• Weekly

• Monthly

• On Ticket Save

Can be used for individual or bulk processing

Individual updates only


Ticket Rules

How do you choose?

How fast do you need the action to take place?

Are you processing more than one ticket?


Ticket Rules

Important Variables for Use with Ticket Rules:

<TICKET_IDS>

<CHANGE_ID>


Ticket Rulesfor Notifications


Ticket Rulesfor Queue Movement


Ticket Rulesfor Simple Automation


Questions


Thank you.


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