Best Practices
Produces tools and methods employed by successful support groups
What are Best Practices?
Establishing an initial relationship with the user and getting basic information from the user
What is receiving the incident?
A filtering process to determine how the help desk staff will handle the incident
What is prescreening?
A common complaint of the help desk workers
What is job stress?
An organization that provides a single point of contact for users in need of technical support
What is help desk?
Incident management, problem management, change management, release management, and configuration management
What is Information Technology Infrastructure Library (ITIL)?
To begin to document the incident and the related problem
What is logging?
Determines the kind of attention an incident will receive from support staff
What are priority codes?
Personal stress management stragegies and organizational change
What are solutions to reduce job stress?
A subset of incident management
What is call management?
The processes for handling any disruption of normal services that affect a user or the business
What is incident management?
The 4th step in the incident management checklist
What is log incident?
Product information, how to order, and where to purchase
What is a simple request for an incident screener?
A variety of health-related problems, including fatigue and insomnia, head and body aches, inability to concentrate on job tasks, expression of anger, substance abuse, low morale, and low self-estem
An alternative to priority codes
What is handling incidents on a first-in, first-out (FIFO) basis?
To anticipate, repair, and eliminate the root causes of technology problems
What is the goal of problem management?
Basic information from the user
What is "Who is the user?" "What is the user's contact information?" "What is the purpose of the contact?"?
Request for information, questions, problems, complaints, and work (or service) orders
What are common incident categories?
Inadequate training, lack of qualifications or experience for a position, inadequate resources to perform task, abusive callers, or those with unrealistic service or product expectations, etc.
What are factors of job stress?
Desk in a cubicle, access to one or more computer systems, access to reference information library, and telephone headset
What is the physical layout
An organization-wide upgrade to a new version of an operating system (including installation, data conversion, and user training on the new software) is planned so it minimizes disruption to users
What is (an example of) release management?
Reviewing the steps to solve the problem, seeking a mutual agreement that a solution has been reached, thanking the user for contacting the help desk, and inviting the user to contact the help desk again if not satisfied
What is included in incident closing?
May be checked during the authentication procedure
What is a product registration database, a product model or serial number, a warranty database, and a support service database of authorized clients?
Employee, lounges, cafeterias, and the break rooms with refreshments, televisions, pool tables, video games, and other diversions
What are some useful stress reduction tools that support groups provide?
Can be searched if needed in future problem-solving situations and serve as a source of data for statistical analysis for help desk performance
What are incident archives?