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UFIL514: Fundamentals of Service Desk

Erik Ragan, Senior TrainerIan Bolton, Learning Development

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Agenda

• What is Service Desk?

• Queues

• User Console Library

• Knowledge Base

• Q&A

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Big Picture

1. Do you currently use a ticketing system?

2. Do you currently use a Knowledge Base?

3. Do you currently use an on-demand software portal for users?

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Other Sessions of Interest

• This is an introduction course. Here are some other sessions taking place this week that you might be interested in….

• User Console Essentials (Instructor Led)

• Service Desk 201 – The Power to do More (Instructor Led)

• Service Desk Processes (Self Paced Lab)

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What is Service Desk?

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What do you want to use the Service Desk for?

The K1000 Service Desk is highly customizable and can fit a variety of needs. You can use it for much more than a standard IT Helpdesk:

• Facility maintenance

• Purchasing

• Database access request

• HR Queue

• Project Management

You are only limited by your imagination!

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Components

• Ticket Queues– Fields & Layout– Submitters– Ticket Owners

• Tools– Knowledge Base Articles– User Console Library– System Ticket Rules

• Information & Interaction– Inventory Data– Asset Data– Device Actions

Data

Que

ues

Tools

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K1000 Service Desk

Ticketing System

Ticketing

• Multiple Queues• Process-Based Rules• Custom Rules• Entry via Mail, Portal, and

App• Integrated with User,

Device, and Asset data

Admin Console

User Console

User Console

• User or Technician• Owners can manage tickets,

users can update theirs• Knowledge Base• User Console Library

Broad Customization

Administrative Console

• Define permissions for Queues, Articles, and more

• Customize anything• Create approvals,

processes, and different queues

Broad Customization

• Queue customization• Field visibility• Ticket Rules• Mail templates• Create workflows

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Users, Roles and the Service Desk

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Who, What and How?

WHO

• Who will be Administrators?• Who needs to be in User

Groups, and which ones?• Who will be Queue Owners?

• What areas of the User Console are users going to be able to access?

• What Queues will be accessible and by whom?

• What types of automation can be used?

• How are your Users going to submit tickets?

• How will technicians service tickets?

• How will we report on usage and service?

• How will users benefit?

WHAT HOW

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Limiting User Views

• Before you even import users from LDAP – Create a custom Role.– Only let users see what they need – extra information is distracting and

may discourage the user from using the portal

• Use different roles for different needs– Some staff only need the helpdesk and knowledge base– Some staff may need all tabs– Some staff may only need the Software Library– Some Administrators may only require access to the Service Desk section

of the K1000 Administrator Console

• User Labels allow for limiting access to Software Library items, KB Articles, and even Ticket Approver/Owner/Submitter options

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Exercise: Creating Local Users and Roles

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Queues

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Queue = Helpdesk

Complete Customization

Fields

Submitters

Owners

Rules

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Submission Methods & Usage

Technician

Mobile App

E-MailUser

Console

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Planning Ahead

Plan before you create

• Before you do any work do your research

• Building the queue before any research is

done is a great way to ensure you’ll do more

work later!

• After all other things are done configure

your queue

With research - answer several key questions

• What will the Queue(s) be used for?

• How do you want Users to submit tickets?

• What information do you want to get from your Users?

• What is the best way to get that information?

• What information/tools do the users need?

Details matter.Investigate, Understand, Plan, Grow, Adapt.

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Exercise: Service Desk Queue Creation

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Electronic Form Design

• Make it easy, by giving users simple drop-downs to choose from.

Restrict most choices to technicians– Hide some Categories from users.

› PROC/RAM, Router/Firewall, Server/Switch, etc.

– Use “Required on Close”› You can enforce policies on techs,

easier than on users.– Remember, after all, technicians know the

most about the issues.

Don’t overwhelm users with choices

• Category – Lots of levels, few choices on each level.

• Impact – Allow users to tell you how wide-spread the issue

is.

• Location – Do you know where everyone sits?

• Department – So you can report on who is using the helpdesk.

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Submitting a Ticket via Email

• A user simply has to send an email to the mail address for the helpdesk

• For purpose of this example, we will be using ServiceDesk@Kace.Local

• Subject Line > Enter a description of your issue

• Email Body > Supply details of the issue within the body of the mail

• Send the email

• Ticket will be created on the K1000 Service Desk Queue and Subject, Body, Sender processed into the ticket fields. Automation processes then kick in such as response to user their ticket is received.

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Updating Tickets via Email

› Reply to the email received from the K1000 Service Desk

› Delete all of the previous email contents to leave a blank mail

› Type the update comment for the ticket

› Send the response to the service desk email address

By removing all of the previous contents and typing the new update within the mail, only that update will be added as a comment to the ticket.

If all the previous comments are left when replying with an update, the whole contents are added each time to the ticket as a new comment.

• End Users

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Ticket Owners (IT Team)

• Remove all previous comments when replying with a new comment/update

• Update Ticket Fields by using special parameters:

• @<Field Name>=<Update>

• Examples:

• @Priority=LowSet the priority of the ticket to Low

• @Category=Software Set the Category to Software

• @Status=ClosedSet the Status of the ticket to Closed

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Exercise: Ticket Layout Configuration

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Exercise: Ticket as User vs. Technician

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User Console

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Empower Your People

• Give a man a fish and you feed him for a day. Teach a man to fish and you feed him for a lifetime.

• User Console Library– Provide people with access to approved software,

drivers or other items such as documents.

• Service Desk Tickets– Ability to log and update tickets

• Knowledge Base– The ability to look up information articles

themselves *Reduction in tickets logged*

• Additional features include:– The ability to allow users view the

inventory details for their device.– The ability to provide License Key

information to users.– Download History details for items obtained

from the Console Library

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Customise your Console Login Page

• Corporate video announcements, etc.

• Flash demo for new products, common problems, etc.

• Service Level Agreements

• Company News

• Known IT Issues

• News Aggregator

• Weather widgets

• …Anything you can write in HTML!

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User Adoption of the Console

Use it for more than IT• If employees are accustomed to

accessing the user console for Learning, HR requests, Building Maintenance needs, Software installs, etc.; they are far more likely to utilize it fully.

• Multiple systems for similar tasks tend to push users towards the easier methods – e.g. Showing up at your desk.

Make it easy to find • Use a DNS entry that’s easy to

remember, like http://helpdesk/

• Add a link on the desktop (using K1000 file synchronization!)

• Add to browser favorite

• Add a link to your e-mail signature

Announce availability everywhere • Company newsletter, mass email,

announcement on company intranet site, paycheck flyer, poster in the break room, etc.

• If the users hear about it at every opportunity they are more likely to remember to use it

Make it easy to use • Only show users what they need/want

• Make what they need/want easy to use & understand

• Respond to everything in the queue quickly, not just the urgent items.

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User Console Library

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User Console Library

• Agent Install

• Company Documents

• Portable Apps

• Downloads

• VPN Connectivity

• File Readers, Flash, JRE, etc.

• Plug-Ins

• Installs

• Troubleshooting Utilities

• Re-Installs

• Upgrades

• Scripts

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Library Ideas

• Empower Your People to Resolve Issues!

Technicians

• Create scripts/installs for technicians’ favorite tools and utilities

• One place for storage/retrieval

• One set of tools– Train all techs on them– Keep them up-to-date– Consistent user-experience across no matter

which tech they get

Users

• Create K-Scripts that silently install/run troubleshooting utilities.

• Tech directs user to them, collects results when finished.

– No babysitting – Techs are busy elsewhere while they’re running!

• Publish KB Articles that point to them!– Drop them directly into a ticket comment!

• They use the Agent, so:– Users don’t have to be Local Admins / Root Users!– You can package them the way you want

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Exercise: User Console Library Install

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Knowledge Base

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KB Articles

• Knowledge for Users – Enable users to solve issues– Explain processes and procedures– Keep in touch

• Knowledge for Technicians– Information-sharing– Issue resolutions– Known-issue talking points

• Turn Tickets into KB Articles– One-click transfer– Summarize transferred text– Publish!

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Some won’t though…• No Problem! Incorporate them

directly into a ticket!*• Now, they’ll get the article, read

and use it.• Create KB Articles restricted to

just technicians, to share solutions.

Less Time Per Ticket!

KB gives them the knowledge to do so!• Create KB Articles that all users

can access, for self-help.• Create KB Articles for all User

Console Library postings.• Some users will find, read, and

use them…Fewer Tickets!

Empower Your People to Resolve Issues!“When we engage & inform users and make information highly effective, helpdesk calls decrease.”

KB Ideas

* a note about plain-text vs. Markdown

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More Ideas

• Be Visual! – Use video, flash demo and images to make your KB Articles really stand out.– KB Articles don’t have to be static, embedding a video or an interactive walkthrough will greatly

enhance the User Experience.

• Use KB Articles for corporate training, not just for break/fix informational solutions.

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Exercise 6: Create KB Article, Drop into Ticket

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Taking K1 Mobility to the next level

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What is K1000 GO?Lets take a look at the K1000 GO App from Dell KACE, and how it will allow you to K1 Mobile!

What does it do?A closer look at what the K1000 GO app has to offer from a feature aspect.

Where can I get it?Where to get it and how to install it!

K1000 GO

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K1000 GO – What is it?

• K1000 GO is a new management app for the K1000 appliance

• Introduced in the K1000 version 5.5 release.– For supported iOS and Android Platforms

• Primarily focused on using the K1000 rather than configuration.– Has been optimized to provide quick functionality across the modules.

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K1000 GO – What is it?

• Main Features

• Inventory• Review and Search your inventoried machines.• Have the ability to view detailed Inventory Information for machines.• View tickets associated with a machine.

• Alerts• Receive real-time alerts of ticket events through push notifications

• Managed Installations• Search and Distribute active managed installs

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K1000 GO App

• Screenshot Examples• iOS • Android

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K1000 GO – What is it?

• Main Features Continued.• Service Desk

• View queues defined on your K1000• Search for tickets• Fully manage tickets – Create, Review, Update, Delete or Resolve a

Ticket• View attachments, Machine Inventory information or Ticket History

• Knowledge Base• Search Knowledge Base Articles• Include a Knowledge Base article while troubleshooting an issue.

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iOSDownload the K1000 GO App from the Apple Store:

https://itunes.apple.com/us/app/k1000-go/id680443651?mt=8

AndroidDownload from the Google Play Store:

https://play.google.com/store/apps/details?id=com.dell.kace.k1mobile

K1000 GO – How Do I Get It?

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Steps to install the K1000 GO App

• Step 1 – Configure the K1000 for use with the K1000 GO App

• Enable Mobile Device Access for the K1000• Enable User Mobile Device Access on the K1000

• Step 2 – Download and Install the K1000 GO App• iOS Devices from the Apple Store• Android Devices from the Google Play Store

• Step 3 – Configure the K1000 GO App• Connect to the K1000• Login Account to access the K1000

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Thank you.

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KACE Support Console Migrating to Dell Software Support Console

• Starting in November, all KACE Support Console material will be migrated to the Dell Software Support Console

• All service requests will be submitted online or by phone

• Same great content– Knowledge base articles– Video tutorials– Product documentation– JumpStart training

• Check out the Support Console Getting Started videos