Overall Objective

[Vendor] Consultant will conduct a working session with all relevant personnel to review Customers goals and processes as they relate to their current Help Desk installation in order to provide specific system and process recommendations. [Vendor] Consultant will spend one day at client site and a second day completing assessment report.

Typical Client Or Situation

Customer who is currently using Help Desk, but would like to gain better performance and productivity from the product or that their system setup could be enhanced.

Specific On-Site Objectives

All relevant client personnel should attend this meeting to discuss the impact in their particular field.

Listed below are areas of focus:

Business Objectives

• Gain understanding of overall business needs
• Discuss overall impact of overall changes in organizational needs
• Prioritize business goals and objectives which have been discussed company wide

Overall Objectives

• Identify acceptable performance levels of Help Desk and extended features
• Identify specific functional requirements that can be met by Help Desk
• Identify expectations of level, depth and efficiency of usage of the  Help Desk application
• Identify reporting needs, including examples of past and future reporting requirements

Overview of Support Activities

• What items do you support? Hardware, software or other?
• What are your support categories?
• Do you provides phone support, field support or both?
• Do you support internal or external customers?
• Are there other departmental activities to be tracked?

Review of Current Process

• Overview of current workflow.
• Interviews with Group/Team leads.
• Review specific Call scenarios.
• How call-logging process supports the capture of key data.

Technical Setup

• Compliance by client with all areas of System Requirements provided by [Vendor]
• Network LAN/WAN – Server/Workstation configuration
• Determination of how data will be accessed from local and remote points
• Specific technical system concerns

Structure and design of database

Structure and design of database

• Evaluate use of Help Desk modules, views, and fields
• Identify groups that will access the database
• Evaluate corresponding group permissions, access, views, and desktops
• Evaluate escalation flow process relating to different groups
• Evaluate other policies and procedures that might affect the use of Help Desk
• Determine future implications of design schemes.

Use of extended features.

• Knowledge Bases
• Notification / Page Paging Service
• Escalations server and escalation schemes
• Mail Server and mail forums
• Standard/custom reports

Training Levels

• Define training needs for users and system administrators of Help Desk

Reports: System Evaluation Report

• Synopsis of current system configuration and usage
• Specific recommendations & related documentation
• Continued action plan for fine-tuning of implementation

To Be Completed Prior To Start Of Session

• Customer representative and network administrator available to the [Vendor] consultant for information clarification during the entire engagement
• Workspace with access to phone, network, and Internet
• Conference room with whiteboard, speakerphone and network connection for meetings
• Help Desk must be up and running prior to the arrival of [Vendor] consultant

System Requirements

• Please refer to product guide to assure that you have meet [Customer] Help Desk System requirements

Implementation Team Members

• [Vendor] Professional Services Consultant
• Help Desk Database Administrator
• Network Administrator
• Key staff members from departments that will use Help Desk
• Key Staff members who will require reports from Help Desk