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7
Service Operations
Management
Objective
IT Helpdesk
IT Organigram
Reasons of Service Failure
Why Helpdesk Software?
Helpdesk Call FlowUser Raises a Ticket via Helpdesk or E-Mail
Call Assigned to Tech User for Resolution and changes call status to “Under Process”
Reaches Helpdesk Operator with status “New”
Tech User attends call and submits follow-up on the call and updates the current status to “Solved”, “Pending”, “Not in Scope” etc
Helpdesk User contacts the user via phone or E-Mail and finally closes a ticket after affirmation by the user.
Ticket to alternate tech user
Call StatisticsMetric 2008 2009
Number of tickets (monthly) 330 350
Avg Time to Respond 25 min 15 min
Avg time to resolve a call 30 hours 40 hours
No of Voice Calls/month 1500 1300
No of Unresolved Calls (monthly)
40 30
First Call Resolve - 250*
* - Only for Nov
Data Analysis
Recommendations
Thank You
