Ticket Handling, Queue Management and QlikView

Dashboard Workshop

March 2017
Agenda

• Collaboration Between Support Services and HUIT Service Teams

• Identifying and Reporting Major Incidents
• Support Services’ Best Practices For Ticket Handling
• Queue Management Overview
• QlikView Dashboard

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Collaboration Opportunities Between Support Services
and HUIT Service Teams

• How can we best partner with each other?

– Service Offering Overview
• Work with the Support Services Management team on scope of work
• Come to a Service Desk Staff meeting to provide overview and training
• Spend a day at the desk and see how things work
– Documentation
• New and updates to existing documentation- Knowledge Management
• “Shift Left” opportunity
– Feedback
• Survey Reports
– See user feedback first hand

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Identifying and Reporting Major Incidents
Triggers
End Users Sudden flood of tickets
Staff Preventative measure, alerts, vendor notifications

Criteria

}
Urgency L M H
Intolerance for delay
Risk of Escalation L M H Declare Major Incident,
into more widespread issue if two criteria are M / H.
Size of Population L M H

Report an MI by calling 496-2831

Responsible for declaration:
• Service Owner
• If above unavailable, Incident Coordinator
Representatives from technical and service owner groups are
expected on the call bridge for incident assessment within 15
4
minutes of HUIT alert
HUIT Best Practices For Ticket Handling

• HUIT Ticket Handling Guide

– Standardized procedures when; speaking with customers and working
on tickets
– Sets expectations and accountability
– Using the Incident Ticket Status Matrix when updating a ticket’s status

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HUIT Best Practices For Ticket Handling

• Communication
– With Other Queue Managers
• Using establish communication channels
• ServiceNow tickets should not be used to ask questions of other HUIT teams
– With Customers
• If a ticket is lacking info, contact the user directly to get info and keep the
process moving.
• Communicate directly and frequently with customers to provide them updates
on tickets status and resolution

• Ticket Handling
– VIP tickets should be handled/resolved or escalated immediately
– Be sure you know where the ticket should go, ask a colleague, no guessing
– When referring to another group, include as much detailed information as
possible in the notes section

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Queue Management Overview

• The Queue Manager Role

– Proactively
• Monitoring the ticket queue and assigning tickets as needed
• Taking ownership of your team’s work and ensuring your group
– Resolves tickets efficiently, the first time
– Documents work throughout and in resolution notes
– Keeps customers informed of progress and ticket status
– Is reaching out to customers directly when resolving tickets

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Queue Management Overview

• The Queue Manager Role continued

– Creates ticket templates to facilitate/expedite handling
• Templates can be created for tickets as well as email responses
– Maintains escalation, on-call contact list and queue membership
• Notify ITSM when there are changes
– Serve as an escalation point and coordinate/communicate with other
queue managers to ensure handover, continuity and consistency

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Queue Management Overview

• Additional Materials can be found on HUIT.harvard.edu/itsm

– Lots of good information about individual processes for
• Incident Management

• Change Management
• Problem Management
• Service Ownership Program
• And much more……

• If you your team has comments, questions or feedback please e-mail

ITSM@harvard.edu

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QlikView Dashboard

qlik.huit.harvard.edu

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What’s Next?

• Share what you’ve learned with your team

• Members of Support Services are avabile to attend a staff meeting
• ITSM/Support Services to re-establish Queue Manager Quarterly
Meetings

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Thank you!

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