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Technical Support. Jim Everse Director, Technical Support April 17, 2007. What is Technical Support?. Appriss Technical Support exists to assist a site and/or agency after initial rollout. Changes, enhancement requests or questions go through Technical Support. Technical Support includes:

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technical support

Technical Support

Jim Everse

Director, Technical Support

April 17, 2007

what is technical support
What is Technical Support?
  • Appriss Technical Support exists to assist a site and/or agency after initial rollout. Changes, enhancement requests or questions go
  • through Technical Support.
  • Technical Support includes:
    • - Appriss Operations Center (AOC)
    • - Technical Support Services
    • - Release Management
    • - Federal Victim Notification Services (VNS)
building service excellence
Building Service Excellence
  • Using ITIL (IT Infrastructure Library)
  • Provides a worldwide best practice framework for IT Service Management (ITSM)
  • ITSM focuses on:
    • People
    • Processes
    • Technology
itsm and six sigma
ITSM and Six Sigma
  • What happens at the “Root Cause and Solution” process point?
  • The Six Sigma DMAIC process
    • Define
    • Measure
    • Analyze
    • Improve
    • Control
incident escalation process
Incident Escalation Process
  • AOC
    • Tier 1
    • Tier 2
    • Management
  • Technical Support
  • Software Engineering, DBA’s, Interface Engineering, Account Management, etc.
typical service requests

Order (marketing

materials)

Event

8%

7%

Implementation

Request

9%

Change (booking system,

release code, etc.)

37%

Typical Service Requests

All Other

Inquiry (password

reset, “how do I”, etc.)

6%

33%

Appriss

Technology to Serve and Protect

adding a self service portal
Adding a Self-Service Portal
  • Customer survey Fall 2006 to assess customer satisfaction around the Account Management and AOC functions.
  • Top 3 AOC Requests
    • Incident numbers to track all issues
    • Better tracking capabilities
    • Proactive status updates
self service portal
Self-Service Portal
  • Log into the Self-Service Portal to:
    • Submit a new problem ticket
    • Check the status of an active problem ticket
      • 12 different status options
    • Review a closed problem ticket
    • View all outstanding problem tickets
    • Learn about or link to other Appriss products
visible portal values
Logged – incident has been logged in Front Range

Active – incident is being addressed

Waiting on Customer

Change Submitted –a request for change has been made

Change Pending – change order is being signed

Change Active – the change process is underway

Duplicate

Problem Submitted – source of problem found and submitted to Tech Support for evaluation

Problem Pending – problem acknowledged by Tech Support

Problem Active – Tech Support is actively researching

Resolved

Closed

Visible Portal Values
how do i sign up
How Do I Sign-up?
  • Contact the Appriss Operations Center
    • 1.866.APPRISS, option # 2
  • E-mail Karen Preston
    • kpreston@appriss.com
slide21

Where Are We Now?

Incident Tickets

Agencies On-line

vision for the future
Vision for the Future
  • Prioritized Self-Service Portal Enhancement Requests:
    • More progress/status detail
    • Attachments on Incidents
    • Time frames to complete change tasks
    • Print capabilities
    • Single login (current security requires two)
    • Place to add ongoing notes on an Incident
the improvement journey
The Improvement Journey
  • ITSM Implementation
    • Incident and Problem are complete
    • Base Self-Service Portal is complete
      • Enhancement needs collected
      • Enhancement implementation being planned
    • Change and Knowledgebase are underway
  • Six Sigma
    • DMAIC overview is complete
    • Departmental engagement is underway
    • Projects underway in AOC, VNS and Release Management
pop quiz
Pop Quiz !
  • Name 2 of the 4 Appriss Technical Support areas.
    • Appriss Operations Center, Federal Victim Notification Service, Technical Support Services, Release Management
  • How many status options in the Self-Service Portal?
    • Any one of 12 status’ could be displayed
  • What tool is being implemented in addition to ITSM?
    • Six Sigma
  • Who do I call to get access to the Self-Service Portal?
    • The Appriss Operations Center at 1.866.APPRISS, Option 2
  • Name 1 of the top 3 items requested by Program Managers in Appriss’ 2006 customer survey.
    • Tracking numbers, tracking capabilities, proactive updates
  • Bonus Question !
questions comments
Questions / Comments ?
  • Jim Everse
    • Director, Technical Support
    • jeverse@appriss.com
    • 1.866.APPRISS, ext. 5668
  • Bob Popeck
    • Manager, Appriss Operations Center
    • bpopeck@appriss.com
    • 1.866.APPRISS, ext 5502