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IT Track-It! Training
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  1. IT Track-It! Training

  2. Agenda • Overview • Definitions • Creating a work order • Process flow • Exceptions to flow • Some challenges • On-line examples

  3. Track-It! Can Be Used For… • Issues, problems, outages • Requests • Notifications/alerts • Change management events • Asset tracking • Library items

  4. One Place to… • Keep track of non-project related work • For work orders • One place to enter information • Assign • Record updates • Keep track of status • Document resolution (and close) • Monitor/balance workloads • Report on the work

  5. Terms and Definitions

  6. Who Can Create a Work Order? • Anyone who has write access to Track-It! • Any solver group member • Any internal MassDOT user… via email to Dotservicedesk

  7. Things to Know Before We Get Started… • IMPORTANT!When adding or changing information you must do a <save> before exiting the input window • When a work order is… • Created, an email notification is automatically sent to the Requestor and the Assigned Technician • Re-assigned, the new Assigned Technician will automatically receive an email notification • Closed, an email is automatically sent to the Requestor • When an Assigned Technician (an individual) becomes the work order owner and begins work on a work order, they must change the Status = Acknowledged • Required Track-It! fields are denoted by an *

  8. Track-It! Help Desk Window

  9. Create a New Work Order Task Bar Header Notes/Resolution Classification and Ownership

  10. Work Order: Task Bar

  11. Work Order: Header Section

  12. Setting the Priority

  13. Setting the Status

  14. Work Order: Classification and Ownership Section

  15. Work Order: Notes/Resolution Section

  16. Normal Process Flow • A MassDOT user opens a work order with the Help Desk via: • Email • Phone • Help Desk • Verifies/completes all required information • Sets Status = Open • Performs first level triage to try and close the work order • If work order can not be closed, changes the Assigned Technician = solver group that can resolve the work order

  17. Normal Process Flow (cont.) • Solver group • Queue manager assigns it to an individual work order owner for resolution… Assigned Technician = individual assigned the task of resolving the work order • When the work order owner assumes responsibility for the work order and begins work on it, they change Status = Acknowledged

  18. Work Order Owner Responsibilities • If necessary, corrects any information already on the work order to include: Summary; Priority; Category; Notes; etc. • Documents the steps taken to resolve the work order and any necessary detail information on the Notes tab • Documents the work order resolution on the Resolution tab • When resolved, changes the Status = Closed … this needs to be done promptly!

  19. Normal Flow

  20. Exceptions to Flow • Any solver group member can open a work order • Re-assigning a work order from one solver group to another • P1/P2 work order processing

  21. 1. Solver Group Creates a Work Order Example: The Network group notices a network outage at a facility… • The Network person who found the outage creates a work order • Sets Assigned Technician = name of individual assigned to own/resolve the work order (work order owner) • When the work order owner begins work on the work order, they change Status = Acknowledged • The work order owner resolves (Resolution tab) and fully documents (Notes tab) the work order before changing Status = Closed

  22. Exception #1

  23. 2. Work Order Reassignment Between Solver Groups Example: The Help Desk opens a work order and it’s assigned to the Network solver group. The Network group re-assigns the work order to the Application solver group. • Help Desk opens work order • Sets Status = Open • Sets Assigned Technician = Network solver group distribution list • Network solver group • Network solver group queue manager changes Assigned Technician = Eric • Eric reviews work order and changes Status = Acknowledged when he begins work on it • Upon further triage, Eric determines that the work order really belongs to the Application solver group • Eric updates the Notes tab with the reason for reassignment • Eric changes Status = Open • Eric changes Assigned Technician = Application solver group distribution list • Application solver group • Application group queue manager changes assigned technician = Dave • Dave reviews work order and changes Status = Acknowledged when he begins work on it • Dave resolves (Resolution tab) and fully documents (Notes tab) the work order before changing status = Closed

  24. Exception #2

  25. 3. P1/P2 Work Order Rules!!! • When creating a work order, the person creating the work order will send a copy of the saved work order to: DOT-DL – IT-OUTAGE and business contacts • Upon assignment of a work order to a solver group: the person making the assignment will immediately contact the manager of the solver group • Upon assignment of a work order to an individual within a solver group: the person making the assignment will immediately contact the individual (work order owner) • Upon re-assigning a work order between solver groups: the person making the re-assignment will immediately contact the manager of the receiving solver group… the work order Notes tab should be updated with the reason for reassignment • The work order owner is required to provide documented (Notes tab) work order updates every hour until resolved (updated Resolution tab) and to close the work order promptly upon resolution • Upon closing a work order, the work order owner will send a copy of the work order to: DOT-DL – IT-OUTAGE and business contacts • The Help Desk will be the point of contact for all P1/P2 user/management questions

  26. Exception #3, Assignment to a Solver Group

  27. Exception #3: Solver Group Creates a Work Order

  28. Exception #3: Reassignment Between Solver Groups

  29. P1/P2 Contact Methods • Primary options (use both) • Email • Phone call • Secondary options • Face-to-face • Text message • All work order assignment to individuals will be acknowledged by the work order owner (set Status = Acknowledged)

  30. Some Challenges • Solver queue management… How will your solver group do it? • Work order classification and documentation discipline • Intergroup communication… contact and response required… no email assumption on P1/P2’s • Problem resolution and follow-up… fixing problems, not symptoms

  31. On-line Examples • Examples • Customization • Start window • Grid

  32. Appendix Slides can be found at… SharePoint Shared Documents Incident Management Documentation Track-It! Training Slides

  33. Priority Matrix * Problems that impact a DOT VIP are handled as P2’s.

  34. Priority Matrix

  35. IT Help Desk Contacts

  36. Other Contacts