Lesson 16 Help Desk CLIENTSUPPORT stanley.tonkins@tafensw.edu.au Cloud Computing

elatedmusteringΛογισμικό & κατασκευή λογ/κού

21 Φεβ 2014 (πριν από 3 χρόνια και 6 μήνες)

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Lesson
1
6

H
elp Desk

CLIENTSUPPORT

stanley.tonkins@tafensw.edu.au


Cloud Computing





Sales, marketing and online transactions

can all be given a boost

by cloud
-
based e
-
commerce systems, whether they're harnessed by enterprises or smaller businesses. One
small company, MarkMaster, has been able to streamline several aspects of its business
using cloud solutions. "It's totally
changed our business," said CEO Kevin Govin.

Businesses are increasingly using cloud and e
-
commerce to improve how they do sales,
marketing and online transactions.


Cloud computing

is
Web
-
based
processing
, whereby shared resources, software, and
information are provided to
computers

and other devices (such as
smartphones
) on
demand over the
Internet
.

Cloud computing is a natural evolution of the widespread adoption of
virtualization
,
Service
-
oriented architecture

and
utility computing
. Details are abstracted from
consumers, who no longer have need for expertise in, or control over, the technology
infrastructure "in the cloud" that supports them.
[1]

Cloud computing describes a new
supplement, consumption, and delivery model for
IT

servi
ces based on the Internet, and it
typically involves over
-
the
-
Internet provision of dynamically
scalable

and often
virtualized

resources.
[2]
[3]

It is a byproduct and consequence of the ea
se
-
of
-
access to
remote
computing

sites provided by the Internet.
[4]

This frequently takes the form of web
-
ba
sed tools or applications that users can access and use through a
web browser

as if it
were a program installed locally on their own computer.
[5]

NIST

provides a somewhat
more objective and specific definition here.
[
6]

The term "cloud" is used as a
metaphor

for
the Internet, based on the cloud drawing used in the past to represent the telephone
network,
[7]

and later to depict the Internet in
computer network diagrams

as an
abstraction

of the underlying infrastructure it represents.
[8]

Typical cloud computing providers
deliver common
business applications

online that are accessed from another Web service
or software like a
Web browser
, while the
software

and
data

are stored on
servers
.

Most cloud computing
infrastructures consist of services delivered through common
centers and built on servers. Clouds often appear as single points of access for consumers'
computing needs. Commercial offerings are generally expected to meet
quality of service

(QoS) requirements of customers, and typically include
service level agreements

(SL
As).
[9]

The major cloud service providers include
Salesforce
,
Amazon

and
Google
.
[10]
[11]

Some of the larger IT firms that are actively involved in cloud computing
are
Fujitsu
,
Microsoft
,
Hewlett Packard
,
[12]

IBM
,
[13]

VMware

and
Dell
.
[14]

http://en.wikipedia.org/wiki/Cloud_computing





Reference
s
:



http://he
lpdeskclientsupport.wikispaces.com/



http://en.wikipedia.org/wiki/Help_desk



http://www.helpdesk.com/



Teacher:

Stanley.Tonkins@tafensw.edu.au


Course Units

HD
CLIENTSUPPORT
:


Unit

Name

Grading

ICAS4023B

Provide one
-
to
-
one instruction

G

ICAS4033B

Assist with policy development for
client support procedures

U

ICAS4134B

Provide first
-
level remote help desk
support

G

ICAW2002B

Communicate in the workplace

U

ICA
W4027B

Relate to clients on a business level

G



Grading

U
: Your result will be recorded and reported to you as Competent or Not yet

Competent.


G
: Your result will be recorded and reported to you as Distinction or Credit or

Competent or Not yet Competent
.


Information about assessment:
http://www.tafensw.edu.au/courses/about/assessment_guide.htm


Assessment

evidence can be gained through a minimum of two assessment tools. For
ex
ample:




Project



Test



Individual written report



Teacher observation and questioning



On
-
screen marking



Class based activity



Log book








Additional Resources:

How to Write a Word
-
Processing Document With Style

http://www.ehow.com/how_2294424_write
-
wordprocessing
-
document
-
style.html

How to Prepare Your Brochure For Printing

htt
p://ezinearticles.com/?How
-
to
-
Prepare
-
Your
-
Brochure
-
For
-
Printing&id=1903144


HELP DESK CALL HANDLING SCRIPTS

http://
www.google.com.au/search?hl=en&safe=active&q=HELP+DESK+CALL+HAND
LING+SCRIPTS+&btnG=Search&aq=f&aqi=&aql=&oq=&gs_rfai
=


Podcasting:

The Dummies* Guide to Podcasting

http://www.usrbingeek.com/a/000690.ph
p

http://www.marketingshift.com/2005/3/eric
-
rice
-
podcasting
-
for
-
dummies.cfm

Podcasting

A podcast is a media file (generally audio) that is distributed over the Inter
net. The
advantage of podcasts is that they can be subscribed to just like you would subscribe to a
website or blog via RSS feed.

People can download podcasts to their computers or MP3 players and listen to them

wherever and whenever they like.

Podcasting
is a very good medium to increase your brand awareness by providing
informative and educational content.

For instance, if you are a whale watching tour you could interview whale experts and
produce a mini series of podcasts freely available on your website

and on the biggest
podcast repository: iTunes from Apple:

www.apple.com/itunes/store/podcasts.html
.


If you would like to start podcasting, this article from podcasting tools will help you ge
t
started:

www.podcasting
-
tools.com/podcasting
-
101.htm


If you are interested in podcasting but not yet ready to become a podcast creator, start by
being a spectator.

Download iTunes from
www.apple.com/itunes


install it on your computer and search the iTunes store for podcasts (they are free). For
instance, you could search for:

∙ Your favourite radio show

∙ Online marketing tourism

∙ Northern edg
e Algonquin (a podcast from a tourism business in Canada)

Subscribe to the podcasts of interest and listen to them on your computer or on your MP3
player!



UNESCO Free Software Portal

http://www.unesco
-
ci.org/cgi
-
bin/portals/foss/page.cgi?d=1&g=11


PC Hardware Tutorials

http://tutorials.freeskills.com/free
-
hardware_support
-
tutorials.html


http://www.karbosguide.com/

http://www.educypedia.be/computer/pchardware.htm

http://www.google.com.au/search?hl=en&safe=active&q=PC+hardware+HelpDe
sk+instruction&btnG=Search&aq=f&aqi=&aql=&oq=&gs_rfai
=


YouTube

http://www.youtube.com/watch?v=21xM2zXJIPI



http://www.youtube.com/watch?v=1NlEqJ2_xrg

Customer Service:
http://www.youtube.com/watch?v=C_GMINarlpI&feature=PlayList&p=5E8DAD
7E55B5692E&playnext_from=PL&playnext=1&index=23


http://www.youtube.com/watch?v=0ihbkmT
Ltg4


http://www.itil
-
officialsite.com/AboutITIL/WhatisITIL.asp





Podcasting

http://www.google.com.au/search?hl=en&source=hp&q=podcasting+softwar
e&btnG=Google+Search&aq=f&aqi=&aql=&oq=&gs_rfai
=


http://www.bing.com/search?q=podcasting+software&form=QBRE&filt=all&qs=
AS&sk=AS1&pq=podcasting&sp=2&sc=6
-
10


YouTube

http://www.youtube.com/watch?v=21xM2zXJIPI



http://www.youtube.com/watch?v=1NlEqJ2_xrg

Customer Service:
http://www.youtube.com/w
atch?v=C_GMINarlpI&feature=PlayList&p=5E8DAD
7E55B5692E&playnext_from=PL&playnext=1&index=23


http://www.youtube.com/watch?v=0ihbkmTLtg4


http://www.itil
-
officialsite.com/AboutITIL/WhatisITIL.asp










What is ITIL?

ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management.
Used by thousands of organisations around the world, a
whole ITIL philosophy has grown up around the
guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the
accommodati
on and environmental facilities needed to support IT. ITIL has been developed in recognition of
organisations' growing dependency on IT and embodies best practices for IT Service Management.


The ethos behind the development of ITIL is the recognition that

organisations are becoming increasingly
dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an
increased requirement for high quality IT services.

ITIL: Overview and Benefits

ITIL provides a systematic and

professional approach to the management of IT service provision. Adopting
its guidance offers users a huge range of benefits that include:



reduced costs



improved IT services through the use of proven best practice processes



improved customer satisfactio
n through a more professional approach to service delivery



standards and guidance



improved productivity



improved use of skills and experience



improved delivery of third party services through the specification of ITIL or ISO 20000 as the
standard for s
ervice delivery in services procurements.

ITIL Users

ITIL has been adopted by hundreds of organisations worldwide. For testimonials and case studies from
organisations who have adopted ITIL visit
OGC's Best Practice Users: Testimonials and Case Studies

in the
Best Management Practice Knowledge Centre.


ITIL White Papers

Best Management Practice have also commissioned

White Papers and studies
, which may be of interest to
those who are looking for additional information on ITIL and its practical application and benefits.






















Source:
http://www.educause.edu/ers0708




http://
download.cnet.com/1770
-
20_4
-
0.html?query=Help+Desk+software&tag=srch&searchtype=downloads&filte
rName=platform%3DWindows&filter=platform%3DWindows



Help Desk
Forum
:
http://www.helpdesking.com/



http://blogs.techrepublic.com.com/helpdesk/?p=314


1.

Communicate in the workplace
:
This unit defines the competency required to
promote professional client support through verb
al and non
-
verbal
communication

Process information




Record information or messages and refer client requests to the
appropriate person in accordance with organisational procedures



Costs

The cost of first contact resolution is one of the key cost drivers that can
substantially affect t
he overall inherent value of help desk operations in the
company these help desks support. For many companies, the average cost per
request or service interaction is around $25 in an environment where requests are
resolved at the help desk. Since those cos
ts b
e
come substantially higher if the call
must be escalated beyond first contact (up to a couple of hundred dollars or more
per request), the help desk should aim to resolve at least 80 percent of all requests
made. By implementing automated solutions tha
t cut down on first call costs and
providing employee training that focuses on the skills necessary to resolve
complaints on a first call basis, companies can lower their costs substantially.
For
the best efficiency rates, a help desk must be able to quick
ly help customers
to resolve their own issues through self
-
service solutions as well as deal
efficiently and quickly with the calls that must be escalated beyond the self
-
service level
.



Relate to clients on a business level
:

In this unit, we will discuss

building and
maintaining business networks and relationships and how organisational culture
can be used to develop and maintain business relationships. We will also look at
how to develop plans to meet the needs of internal and external clients and
negoti
ate client support service costs. Particular emphasis will be placed on
monitoring, adjusting and implementing procedures to achieve client support
service targets.

Identify internal

and external client

requirements




Develop a draft service
-
level agreement

for the client that
incorporates quality, time, target performance and cost specifications

e.g. Service level agreement (SLA) with outsourcing

http://en.wikipedia.org/wiki/Service_level_a
greement


2.

Research

answers for

Task

6





Resources:




Class Wiki



http://en.wikipedia.org/wiki/Help_desk



http://www.helpdesk.com/





Other Resources

Software:



Acacia Help Desk

-

Features include Win32 administrator client, knowledge
management, call tracking, email functionality, and system reporting.



Control
-
F1

-

Provides enterprise solutions for live and automated support.



Double IS

-

Software enabling facility managers to track work orders, room
booking, and building maintenance.



GWI Sof
tware

-

Describes help desk software products and services offered, and
provides training course catalog.



HelpTrac

-

Complete help desk and customer support system that tracks problems
and solutions, prioritizes ta
sks, and analyzes technician efficiency.



Internet Software Sciences

-

A turn
-
key, customizable help desk for both IT and
customer support. A free 3 user download version is available.



LBE Help Desk Software

-

Help desk software features include Win32
application, browser
-
based interface, e
-
mail handler, and advanced system
reporting.



The Management and Help Desk Community

-

A

portal of news, information and
interactivity for both help desk software and management issues



NetHelpDesk

-

Helpdesk software for network support staff. Functions include
fault tracking, change management, SL
A, network diagrams and service status
monitoring.



NetKeeper

-

A leading provider of help desk, CRM, call center and network
management software solutions for the LAN /WAN and Internet.



PRD Software

-

Provides HelpMaster Pro help desk software to log, track and
resolve support issues for windows 9x/NT



ScriptLogic

-

The BridgeTrak Suite is versatile and scalable help des
k and
tracking software used to track calls, problems or software bugs/defects.
Available for Windows and Web.



Softopia

-

Offers iTrack, is a support tool used to track and resolve support calls,
e
-
mails and user in
quiries. Includes a Windows client and a web interface.



Surado

-

Features Win32 administrator application, Web
-
accessible interface,
client information management, and lead management.



Vertical Solutions Inc.

-

Develops and implements customer service, help desk
and sales force automation software.



Wickett Software

-

Provides both local software and web
-
based helpdesk software
with Micr
osoft Access and SQL integration.



World Web Dynamics

-

Live Demo of help desk software, including specific
offerings for school districts.



Report writing



Report writing guidelines from the University of
Canberra:
http://www.canberra.edu.au/studyskills/writing/reports.html




Plain English

guide to writing reports:
http://www.plainenglish.co.uk/reportguide.html




Technical report writing for NASA e
ngineers and scientists
at the Glenn Research Centre. This is a guide to help make
report writing easier:
http://grcpublishing.grc.nasa.gov/editing/vidoli.CFM




The Mindtools website contains information on general
career skills such as time management, practical creativity
and problem solving. From information skills section, go to
the page on developi
ng skills in mind mapping. This skill
can be useful when creating reports:
http://www.mindtools.com/


Help desk procedures



A case study on help desk and

prioritising calls from De
Montford University, UK:
http://www.cse.dmu.ac.uk/cism/Call%20Pri
oritisation.htm




An example of help desk procedures from the University of
Houston, Texas:
http://www.uh.edu/fas
t/helpdeskprocedures.htm




An example of help desk procedures from the York College
of Pennsylvania:
http://www.ycp.edu/helpproc.htm




This i
s from Information Technology Infrastructure Library
(ITIL); a number of documents to assist in implementing the
framework for IT Service Management (ITSM):
http://www.itil
-
itsm
-
world.com/itil
-
4.htm


Help desk software



You can download a free trial of TrackIT help desk
software from the Intuit Company:
http://itsolutions.intuit.com/default.asp



Books:

There are many appropriate related books in the market, and you may elect to select
whatever suits you, your students and the situation. It i
s handy to do a search on different
local bookshop websites, and use keywords. A useful bookshop website is:
http://www.tertiarypress.com.au/





Websites:

Go to the following websites to obtain more informat
ion. Remember, Google is a good
starting point for any type of search




http://www.answers.com/



http://aolsearch.aol.com/aol/advanced


Tech Republic



This is compre
hensive source of information on computer related technical issues:
http://techrepublic.com


Windows IT Library



http://www.windowsitlibrary.com

The Linux Home Page at Linux Online

Comprehensive information and resources about the Linux Operating System.

www.linux.org/


PCGuide



This site has comprehensive sections:
http://www.pcguide.com/

Other resources

Web search engines such as:




www.google.com



www.yahoo.com.au



www.lycos.com



www.webwombat.com.au



www.excite.com.au






Standards



Industry specific Standards may be searched and located on the Australian Standards
website:
http://www.saiglobal.com/shop/Script/search.asp





Review


The
T
heory and
Project

aim to
introduce you to:




Provide one
-
to
-
one instruction



Assist with policy development for client support procedures



Provide first
-
level remote help des
k support



Communicate in the workplace



Relate to clients on a business level