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HL7 Help Desk. Work Group Response. Goals of the HL7 Help Desk. The HL7 users have a reliable and dependable way to resolve their problems A positive experience of those users regarding resolving their problems - PowerPoint PPT Presentation
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HL7 Help Desk
Work Group Response
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 2
Goals of the HL7 Help Desk The HL7 users have a reliable and dependable
way to resolve their problems A positive experience of those users regarding
resolving their problems Expanding the knowledge base within the help
Desk management system so that it can be used to resolve more of the problems by the help desk moderators
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 3
Needs Help Desk Moderators need assistance when
they cannot answer questions from Subject Matter Experts (SME)
The best source is Work Group co-chairs The Help Desk needs to be timely with
responses to questions The Help Desk needs a reliable escalation
process to get SME engagement
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 4
Help Desk Formation
Three tiers of response and escalation– Tier 1 – The Help Desk Moderator can
answer the question and close the ticket– Tier 2 – The Help Desk Moderator
Manager can answer the question and close the ticket
– Tier 3 – The Help Desk needs to engage the SME
Management and tracking of open problem tickets
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 5
Co-Chair Responsibilities Being the SME, the co-chairs are tier 3 response level
– Tier 3 has three levels of response based on the Help Desks best assessment of the complexity of the question
– Co-chairs appoint a liaison either from among co-chairs or a very knowledgeable member of their work group to be the point person for managing the incoming problem tickets
– All Work Group Co-Chairs and Help Desk Liaison will be sent the problem ticket
The Work Group Help Desk Liaison will coordinate responses to problem tickets– Liaison will evaluate that the ticket does in fact belong to the
Work Group and confirm to the Help Desk it has been directly properly and the approximate time a resolution will be provided if the resolution is not included in the initial response
– Each level has a time limit for ticket resolution from 2 business days to 3 business days based on Eastern Time zone
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 6
Tier 3 Levels Level 1 – Single Work Group Single Domain
– This does not involve complexity or inter-domain issues– Expected to be resolved within 2 business days
Level 2 – Single Work Group – complex– This complexity could be that it is multi-domain and/or
complicated– Expected to be resolved within 3 business days
Level 3 – Involves multiple Work Groups– This complexity involves multiple Work Groups and likely
is multi-domain– Help Desk will determine the most likely candidate Work
Group to be the lead (Primary) to help coordinate the final response across all Work Groups – All Work Group Co-Chairs and Liaisons to be copied on the ticket
– Expected to be resolved within 3 business days
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 7
Other Key information If Help desk has incorrectly assigned the ticket
– The Liaison must reject the ticket within the first day of receiving it and indicate who they believe is the best Work Group to resolve the problem
– Clock resets when the ticket is passed on to the next Work Group
– For complex tickets, Liaison must confirm their work group should take the lead on tickets
Work Groups need to appoint Help Desk Liaison– While all Work Group Co-chairs will be copied on tickets,
the Liaison is the person expected to respond and resolve the ticket
– Work Groups will need to appoint a replacement Liaison when the Liaison is not available due to illness, vacation or other issues
– Other Work Group co-chairs can take over from the Liaison if they already know the answer or they suspect the Liaison is unavailable
© 2013 Health Level Seven ® International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office. 8
Next Steps Evaluate the process during the next trimester
– Need feedback from the Help Desk Moderator Manager on the success of the process
– Need feedback from the Work Group Co-chairs regarding the impact on their Work Group
What needs to be evaluated– Has the Help Desk properly determine the SMEs and the
complexity of the ticket– What additional information needs to be provided in the
ticket to improve response time– Has the escalation process worked and if not how can it
be improved
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Questions?
Change will not come if we wait for some other person, or if we wait for some other time.
We are the ones we’ve been waiting for. We are the change we seek.
~ Barack Obama