Executive Summary 

Purpose
The purpose of this document is to outline the business objectives and scope of the Process Analysis effort within Help Desk Support Services (HSS). It is presented to ensure a mutual understanding of the project’s goals, responsibilities, requirements and milestones.  It will be reviewed and updated as necessary. 

Project Phasing Summary
Process Analysis will be performed in three phases.

The following chart describes the objective of each phase:

Description:

Phase 1 of Process Analysis will identify all known processes that exist within the HSS environment and provide a high level description of each. The deliverable of this phase will be a Project Initiation Document (PID) that will include a description and timeline for all subsequent phases of the project as well as a proposed framework in which to measure our efforts.

Phase 2 of Process Analysis will require the analysis of each defined process which will result in a detailed break-down of each process step (Mapping). The deliverable for this phase will be an Analysis Document that illustrates and maps each step of the processes identified to its business purpose.

Phase 3 of Process Analysis will require an in-depth requirements analysis that will identify areas for improvement and include recommendations for streamlining current HSS processes or the inclusion of new processes that will help improve the way we do business. 

Phase 4 of Process Analysis will include the actual implementation of any new, enhanced or revised processes, as well as any additional tools necessary to streamline operations.  

Business Objectives
Problem Definition

Help Desk Support Services is a highly competitive market. Currently, there are multiple support organizations that provide similar services of Help Desk and Application level support. This has resulted in duplication and inconsistency of efforts across the enterprise and has required an increasing level of head count. 

Information Technology Operations (ITO) would like to offer one stop shopping to all organizations which will provide for a seamless set of customer support services. These services will include but will not be limited to Help Desk call handling, Ownership and escalation of problems and second level application support. 

Process analysis will help us to identify any customer support inconsistencies or redundancies across all services provided by HSS.  The intent of this project is to identify all HSS processes, map processes to current methods and evaluate all for efficiency and future automation.

Specific objectives for this project are to help management identify: 

• Training deficiencies to enhance customer service and satisfaction,
  
• Service Level Agreement (SLA) criteria which will be used to measure our services,
  
• Benefits of various call center technologies in order to increase productivity,
  
• Concise Job Definitions for each position,
  
• Standards worthy of ISO 9000 Certification

If successful, ITO will be uniquely positioned to implement call center technologies that can be used to increase our ability to deliver quality customer service utilizing a minimum amount of head-count and resulting in premium customer service.

Benefits
By documenting and improving HSS processes we will be able to provide:

• A single source of Help Desk and second level application support,
  
• The ability to offer Help Desk out-sourcing,
  
• Consistent premier customer support and world class customer service to all HSS customers,
  
• Quicker resolution of issues

Risks
The consequences of not identifying all current HSS processes will negatively affect HSS functionality and customer satisfaction resulting in loss of revenue. In addition, this project needs to be implemented at the earliest possible opportunity so that other department initiatives will have the benefit of our research.

HSS Processes

Schedule
This process is defined as the way that HSS personnel system accounts for their time in order to adequately staff the help desk. This includes:

Dr. Appointments
Meetings
Off-Site
All Hands
Project
Impromptu
Staff meetings
Training
Lunches
Breaks
Late Arrivals
Vacation
Sick Time
Call Handling
On-Call rotation 

Fire Drill
This process defines HSS actions during emergency situations in regard to call handling and roll-call.

Calls
ACD
Area

Incentives
This process is what HSS utilizes to recognize superior performance and customer service.

Team
Individual
Departmental

Ticket Handling
This process defines the way that HSS handles all tickets.

Tickets resolved by HSS
Tickets resolved by development (external organization)

Research
Closure – codes
Escalations
Refer backs
Priorities
Monitoring Originating buckets
Status/Escalation per CSM requirements

Maintenance Manager
The process that HSS utilizes to refer out multiple tickets from all HSS buckets to customer time.
           
Ticket Review
The process used by senior analysts and above to assure accuracy and outline necessary training items.

Accuracy
Training

Heat / Remedy
The process that enables HSS, to track calls and mail received and to provide accurate reports.

Call Tracking – inbound & outbound
Notifier
Macro
Call Statistics/Reporting
Mail tracking
Directory