[Type the document title]

BUSINESS PROCESS MANAGEMENT SYSTEM

A PROJECT ON

IT HELP DESK MANAGEMENT SYSTEM IN UPES

Submitted By: Himanshu Gond SAP ID- 500021424 Yashovardhan Sharma SAP ID- 500021055

Submitted To: Ms. Rajeshwari Dev Assistant Professor BPMS

UNIVERSITY OF PETROLEUM AND ENERGY STUDIES

IT HelpDesk Management

Table of Contents
INTRODUCTION ABOUT IT HELP DESK MANAGEMENT.......................................3 What a Service Desk basically is.............................................................................3 Introduction to Help Desk..................................................................................... 3 Functioning of Help Desk .4 Desk Side Team ..4 Server Team .4 Network Team 5 PROCESS FLOWS OF IT SERVICES IN UPES................................................6 Overview of Processes............................................................................................. 6 Services at Upes................................................................................................... 6 Complaint System 7 Help Desk Management System.. 7 Ticket Generating System .7 ELABORATED PROCESS DIAGRAMS 8

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Introduction About IT Help Desk Management

What a Service Desk basically is? A Service Desk is a primary IT service called for in IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service. The service desk types are based on the skill level and resolution rates for service calls. The different service desk types include:

Call center Contact center Help desk

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We are focused on the Help Desk type of service desk in our project. Introduction to Help Desk: A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees. Functioning of Help Desk: A typical help desk can effectively perform several functions. It provides a single point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems. A help desk generally manages its requests through the use of software such as issue tracking systems. These systems often involve the use of a "local bug tracker" (LBT). This system allows the help desk to track and sort user requests with the help of a unique number, and can frequently classify problems by user, computer program, or similar categories. Many software applications are available to support the help desk function. Some target the enterprise level help desk and some target departmental needs.

Desk side team

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The desk side team (sometimes known as "desktop support") is responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants. The help desk assigns the desktop team the second-level desk side issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers, such as repairing software or computer hardware issues and moving workstations to another location. Network team The network team is responsible for the network software, hardware and infrastructure, such as servers, switches, backup systems, and firewalls. They are also responsible for the network services, such as email configuration, file management, and security issues. The help desk assigns the network team issues that are in their field of responsibility. Networks often have propriety or open source monitoring devices that forward outage information to help desk systems so that tickets may be automatically opened and primary contacts paged. Server team The server team is responsible for most or all of the servers within the organization. This includes Domain Name System (DNS) servers, network authentication, network shares, network resources, email accounts, and all aspects of server software. It may also include more advanced services such as those related to databases, storage or content management systems, specialized proprietary services, and other industry-specific server-based applications Providing high quality user support is a top priority for most IT organizations. But often, complex software solutions requiring integration with other systems, can limit results, leading to dissatisfied users. The UPES IT service desk, unlike traditional IT helpdesk software

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management packages, provides an easy-to-use, comprehensive appliance-based alternative, which is fully integrated with the asset and configuration management capabilities. It offers advanced functionality to help automate repetitive management tasks as well as providing incident management as user or system problems arise. This integrated approach to process and incident management reduces errors and manual efforts while assuring high service levels and improved end-user satisfaction.

Process Flow Of IT Services HelpDesk in UPES

Overview of Processes

The IT Services Help Desk in UPES is also called as the SPOC- Single Point Of Contact. There are total four major processes that are currently active at the IT Tower: 1. Services at UPES 2. Complaint Lodging Process 3. Helpdesk Process 4. Ticket Generating System These processes together make the overall functioning of IT services in the campus.

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1. Services at UPES The services in UPES are broadly divided into four parts: i. ii. iii. iv. Incident Management Service Management Change Management Capacity Management

Based on these services, the complaints are classified and accordingly transferred to the respective departments. 2. Complaint Lodging Process The complaints can be lodged through three ways: i. ii. iii. Through e-mail Through phone Through personal visit

The complaints thus lodged are filtered according to the services provided and then forwarded to the respective department. 3. Helpdesk Process The helpdesk process consists of two handlings:

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i.

Incident Handling- The incident of the client is recorded at the helpdesk and then handled by the desk. If the incident is of higher priority then it is referred to the respective department. The incidents are given priorities according to the severity. These priorities are: Priority 1- P1: It is of 4 hours. Priority 2- P2: It is of 6 hours. Priority 3- P3: It is of 8 hours.

If the incidents extends these priority hours then penalties are imposed on them accordingly the extended time. ii. Service Handling The services of the products offered to the clients are provided by the helpdesk at a regular basis.

4. Ticket Generating System When the user lodges a complaint, either through email or phone or personally, a ticket is assigned to the problem according to its priority and the respective number is given to the user. This generation of tickets is done through a software called Microsoft Service Manager Console.

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Elaborated Processes Diagrams

Filtration of Complaints by the Service Desk

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No

Is the complaint an Incident? Is the complaint a Service?

Is the complaint a Change?

No

No Yes

Yes

Is the complaint Capacity identification

No

Referred to Incident Management section

Yes

Referred to Change Management section

Yes

Referred to Service Management section

Referred to Change Management section

Handling of complaints

Complaint rejected

1.2.

Complaint Lodging Process

Lodging through email Option

Lodging through phone Option

Lodging through personal visit option

Complaint lodged through email

Complaint lodged through phone

Complaint lodged through visit pg. 10

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After lodging, complaint is filtered and transferred to respective department

Complaint handled and solved

Result generated

1.3.

Helpdesk Management Process

Incident Handling

Services Handling

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IT HelpDesk Management Incidents are prioritized into threeP1- for 4 hrs. P2- for 6 hrs. P3- for 8 hrs. Updation services

After services

Regular services Impact of incidents and their priority Urgency of incidents and their priority

Complaints are finally handled and solved

Reported to HelpDesk

1.4.

Ticket Generating Process

Ticket Generation System

Complaint lodge through email

Complaint lodge through phone

Complaint lodge through personal visit

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Complaint recorded in the computer softwareMicrosoft Service Manager Console

After record, the software generates an automatic ticket number on the complaint

Ticket number given to the client

2. Process Activity Diagrams 2.1. Services in UPES No . 1. 2. 3. Activity Description Services provided by the Operatio n Service Desk Filtering the complaints Deciding whether Movement Inspection Delay Storage

the

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complaint is an incident, a service, a change, or capacity 4. 5. 6. identification? If incident then referring to Incident Management section If service, then referring to Service Management section If complaint, then referring to 7. 8. Change Management

section If capacity, then referring to capacity section Handling/ rejection complaints of

2.2. Complaint Lodging System No . 1. 2. 3. 4. 5. 6. Activity Description Client lodges complaints complaints Operatio n through email Client lodges Movement Inspection Delay Storage

through phone Client lodges complaints by visiting personally Complaints are filtered after lodging Complaints referred to

respective department Handling the complaints by

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7. 8.

management section Complaints solved Results generated

2.3. Helpdesk Management System No . 1. 2. Activity Description Dividing the HelpDesk in Operatio n Incidents and Services If incidents then prioritizing them into P1 P2 and P3 and their time as 4,6, and 8 hrs 3. respectively Bifurcating the incidents Movement Inspection Delay Storage

according to their impact and urgency 4. according then to the

prioritization If services

deciding

whether to give after services,

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updation services, or regular 5. 6. 7. 8. 9. services Finally complaints are handled Solving the complaints Solved complaints are reported to HelpDesk HelpDesk contacts client Clients give the feedback for solved complaints

2.4. Ticket Generation System No . 1. 2. 3. 4. 5. 6. Activity Description Checking the complaint is is is Operatio n lodged through mail? Checking the complaint lodged through phone? Checking the complaint Movement Inspection Delay Storage

lodged through personal visit? Complaint recorded in software Software generates automatic ticket number Ticket number given to client

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3. Process Flow Diagrams 4. Service System Mappings 5. Data Flow Diagrams

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