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Technical Support

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

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  1. Technical Support Jim Everse Director, Technical Support April 17, 2007

  2. 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)

  3. 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

  4. ITSM and Service Processes

  5. ITSM and Six Sigma • What happens at the “Root Cause and Solution” process point? • The Six Sigma DMAIC process • Define • Measure • Analyze • Improve • Control

  6. Incident/Service Request Life Cycle

  7. Incident Escalation Process • AOC • Tier 1 • Tier 2 • Management • Technical Support • Software Engineering, DBA’s, Interface Engineering, Account Management, etc.

  8. 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

  9. 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

  10. 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

  11. 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

  12. How Do I Sign-up? • Contact the Appriss Operations Center • 1.866.APPRISS, option # 2 • E-mail Karen Preston • kpreston@appriss.com

  13. Where Are We Now? Incident Tickets Agencies On-line

  14. 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

  15. 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

  16. 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 !

  17. 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

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