TrainICT SYSAID IT Help Desk Migration


18 Νοε 2013 (πριν από 2 χρόνια και 11 μήνες)

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TrainICT SYSAID IT Help Desk Migration

TrainICT SYSAID IT Help Desk Migration


The TrainICT support centre is currently
considering the change from the
currently used system known as
to the

IT Help Desk Solution.
Before we upgrade, we need to take into
account the ITIL change management
process, which helps to ensure that
there is minimal downtime for the
support centre during the upgrade.

TrainICT SYSAID IT Help Desk Migration

What is ITIL?

Information Technology Infrastructure Library

A compendium of 'best practices' regarding the integration of
business and corporate interests and Information Technology.

A globally accepted and proven method for the integration between
the often different worlds of information tech and business strategy.

ITIL comprises 5 volumes:

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement.

First published in 1980, now publically available.

Designed to reduce or remove issues commonly associated with
IT/Business integration and increase profit while reducing cost

Why do we need ITIL?

Future proof

as business expands so does
its IT infrastructure, failing to organise this
expansion using a strong foundation could
result in downtime, hardware failure and
disenchanted end users.


It is not uncommon for up to 50% of a
business budget to be spent on IT.

Adoption of the ITIL model and relevant
policies ensures streamlined purchase and
upgrades resulting in lowered cost and
reduced downtime.

Lowered costs is fundamental for increasing


Breaking it Down

(actually it’s a framework for developing a
model to develop a process)

We will now explain the ITIL framework in regards to the Train ICT help desk
migration platform.

Applying ITIL to TrainICT help
desk migration


Service Strategy

TrainICT key management strategy

Service Design

Continuity management, definition of terms,
policy and procedure

Service Transition

Change management, software migration

Service Operation

Achieve the outcomes detailed in service

Continual Service Improvement

Dynamic service environment, keeping up with
changes, 7 step plan, implementation.

TrainICT SYSAID IT Help Desk Migration


Service Transition

A brief note regarding the key differences between HESK and

This is an upgrade in the true sense of the word, a migration
from a simple content manager to a complex and involved piece
of software.

In addition to ticket creation, control and management

includes features such as:


Asset management,


Remote Control,


Mobile optimisation and application,


Live chat,


Calendar and Schedule




Full ITIL principal framework integration.

Doing it the ITIL way

Recognising and
defining “Change”.

Upgrading from HESK to

is recognised
as being of a substantial disruption to the
continual service of the help desk.

Change must have approval of change

Change must consider all disruptions to

Change must be universally accepted as
having minimal disruption to IT infrastructure.

This recognition is the first step to initiating a
service transition or request for change (RFC)

Doing it the ITIL way

Management Process

Once all aspects of the RFC have been considered the change
management process is initiated.

Change management must be overseen by senior members of
departments that have been identified as being disrupted or
affected by change.

Before physical change can take place the change process
must be planned, an initiation date must be chosen in line with
minimal disruption, users trained in operation must be made
available and training scheduled.

Sandbox the change procedure, know every system
impacted and prepare maintenance notices and notifications.


Initiate change management.


Conduct extensive review of live system once fully
operational. Note issues regarding the change process and
implement in further change management processes.

Doing it the ITIL way


Recognise who will be affected:
staff, clients, technicians.

Recognise how they will be affected:
downtime, unable to view
tickets, clients unable to create new tickets or reply, work
cannot commence or continue while the system is down for the

Plan to perform migration revolving around these recognised

Training must be recognised as having the potential to cause
disruption and must be implemented in the change
management plan.

Notify agents that have been recognised as being affected well
in advance of the plan to change, integrate this into your plan.

Establish a timeframe well in advance.

Establish an appropriate time to perform the migration in line
with minimal disruption to identified stakeholders.

Doing it the ITIL way


Full or partial rollout sandboxed

staff learn and train on the isolated
install in order to ensure knowledgeable
staff present at time of rollout.

Old system backup tests before rollout

Finally approval must be sort from
change managers and key stake holders

Doing it the ITIL way


Plan and test phases have been
completed successfully.

All stakeholders are notified.

Services placed in maintenance mode.

Time selected for minimal disruption (

over the weekend, night
time, public

Proceed with system/software migration.

Doing it the ITIL way


Review the installation and migration

Note any issues that arose, speculate
on possible ways to reduce the
occurrence in future change.

Document the process and write a
review for change management.

Database this process and document for
future implementations.

TrainICT SYSAID IT Help Desk Migration

In order to avoid downtime and functionality loss
blame on the IT department the change
management process look like the following:

Plan change;

Test change;



Plan change:

up of current software.

Working out which days will be most suitable to
conduct the upgrade.

A timeframe. Due to the days in which the Support
Centre runs there will be 2 days maximum to
implement the new software (Thursday and Friday).

Potential issues of new software.

Have 2
3 staff members learn the new software and

Training of staff before the upgrade, so they know
how to use it when it comes into place.

Inform clients of future change.

Test change:

Having staff members learning the ins and outs of

Help Desk Solution.

Learning of any potential issues/bugs/errors in configuration
and fixing them prior to implementation.

Testing configurations.

Ensuring the test change performs as expected, is functional
and secure.

How long it takes to install and configure.

Ensuring that the test change simulates the everyday Support
Centre environment.

Test the back
up of the old software.

Training the staff how to use the system during the test change.

Noting down the installation process for future reference.

Make a report outlining the test change results.

Get approval for implementation from superiors.


A date and time schedule has been
made for implementation.

Staff and clients have been informed of
the change.

Any issues/bugs/errors have been


IT Help Desk Solution


The Change Management Plan was
followed and worked correctly.

The change has met the wanted effect.

The timeframe was met.

Noting down any problems in
performance and functionality.

Clients and staff are comfortable with
the new system.

TrainICT SYSAID IT Help Desk Migration

Training of staff:

Provide direct training to small groups. Because
there are up to 20 staff members using the current
ticketing software, teaching them in small groups will
enhance the amount they can learn.

Have a session in the theatre outlining the new
software’s features, and a basic tutorial on basic

Create a lesson plan with different topics. Obviously
start from the very basics and work your way up into
providing them with more advanced instructions.

Put the tutorials in a small booklet, that way the staff
members have the opportunity to look over
instructions if they are unsure of something, or
create some how
to PowerPoint presentations on the
different tasks, and upload it to

Training of staff: (cont.)

When the test change is place, take the
opportunity to use the new system when
teaching the staff members, get them to go
through the motions of what they would do on
a day to day basis.

Once the staff members are confident enough,
get them to simulate the daily tasks of the
Support Centre on the new system.

Once the new system goes live, have the staff
members that learnt the software to work in
the Support Centre alongside the people who
are new to it, until everyone is competent.

TrainICT SYSAID IT Help Desk Migration

Pros: Customisation

Customization is a key feature with the

Helpdesk Software. It is a key
feature that, unlike many other helpdesk
software programs, allows very little or
no restrictions when creating tickets,
adding users, contacting clients etc.

Asset Management

For medium to large businesses this is
an excellent feature to utilize.

Asset management allows for business
wide monitoring of all nodes, as well as
a full inventory of each node connected
to the network.

also allows
Remote control access to all client
machines, allowing fast service and high

Simple User Interface

For a lot of heavy duty, high cost
software, one aspect that many of these
lack is a simple User Interface, which
ultimately leads to its downfall.


promises a simple UI for all
users (both admin and client) This is
essential for high productivity in the
workplace, as well as early notification
of potential network failures.

Migration problems

When the new helpdesk system has
been installed, there may be problems
integrating data and information from
our previous helpdesk software. This
means the time consuming and
unnecessary task of manual re
integration needs to be performed using
valuable time and resources.

Cons: Cost

When upgrading software that is
important to your business, cost can be
a very important factor to take in.

When purchasing new software for a
business, It may have an expensive
base price, but it is important to know if
this software has monthly subscription
costs for you to pay so you may receive
the latest updates.

TrainICT SYSAID IT Help Desk Migration

Loss of Service

When upgrading to the new Helpdesk
Software, there will be a momentary loss
of service whilst

is being
installed. This may be a problem for
clients that may need their jobs
completed by a certain time/date and
may need to wait longer than expected.

Unfamiliar Interface

While many programs may have a
rather simple interface, they may not be
familiar to the user. Though this is not a
serious issue, re
learning how to use a
program/software can be a tedious and
time consuming task. Often this may
lead to slow work productivity for a
period of time, as well as a higher risk of
errors being made.


This potential problem is more aimed at
businesses that use alternative software to
run their firms.

Often when they are looking to upgrade
their software, they may have a difficult
time finding software that works with their
operating systems, or what they do
purchase may no specify clearly what OS’s
are compatible, end up costing them
unnecessary money and valuable time.


Presenters: Meg Crowe, Greg Gibson,


Meg Crowe

ITIL Tech Aspects

Greg Gibson

ITIL Change Management Theory


ITIL Change Management Practical


Potential Issues


Pros and Cons