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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 25/06/2008 08:53:26
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
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One key element for SysAid to work is the users MUST use it.
I notice most of you who are either using or interested in SysAid are supporting users who're geographically challenging. In other words most of you are deploying SysAid in a WAN. This guarantee the user to use SysAid cause they got no other mean to ask for support.
I however deploy SysAid in a LAN with roughly 70 nodes in a three floors building.
Where you can still run into users in hallways, canteen... etc. Now I don't know if this is a cultural thing or just my oversensing, but my biggest challenge is to get user to fire an SR !
Some of them seems to fear they'll be recorded as the cause of the problem, some of them have the same attitude when they are asked to fill in survey form "It's your div performance, what's in it for me ? Telling you I got problem should be enough", some of them plain lazy... well filling SR form does take more time then simply telling... but don't they care if I follow up ? What if I simply forgot ?
I know there are options on how I can take in SR but I don't like the idea of the support staff creating SR for users cause sooner or later the statistic/information in SysAid will depend on how 'true' the support staff are.
It's quite ironic to realize that the whole point of my deploying SysAid is to be able to detect/prioritize problem, fix/improve it and reduce SR !
Am not looking for answers here... I shall handle them.
What I'd like to know is... is it wrong to deploy a helpdesk system in a LAN of my size ? Is it overkill ?
This message was edited 1 time. Last update was at 25/06/2008 08:53:57
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25/06/2008 11:17:45
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
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Obelix, even if its JUST 70 computers you still need to keep inventory and licensing information right?
so we got the asset management part covered 
so if you already deployed the agent to your machines, your users can open a ticket and ask for support.
I agree that most people (specially in a small-medium organization) will just go and ask the IT guy, but that's something every administrator need to handle (the user can just call the IT) but i think that when opening a ticket becomes a policy, both user and administrator benefit.
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Pushing IT forward |
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25/06/2008 11:26:44
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epinaz
SysAider
Joined: 24/06/2008
Messages: 5
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We also have about 80 nodes on our network, and will be opening a new building soon with an additional 30.
Our support model depends upon users submitting their own tickets for non-emergency items. It is a policy that we approved with management, and it seems to work especially well in smaller networks. This is, in part, because we have a small I.T. staff and need to be able to prioritize requests. If we keyed all of the requests, it would be disruptive and reduce our ability to resolve issues quickly.
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25/06/2008 15:27:44
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
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Helpdesk System is central to running a successful support function. If you don't use a ticket system IT staff constantly work on an interrupt basis. In IT we will never have the luxury of not getting interrupts there will always be a user that needs something urgently payroll, lock out there is always a good reason to phone in.
When I first got sysaid the main way to contact was supposed to be email but it was phone, phone, phone, phone, phone, it goes on but you get the idea. Over time we have radically reduced phone calls and the majority of calls come in as Tickets logged via the SR. This is a major headache reduced for us. So how did we do it honestly we just keept telling people to F11 the calls. In time people got used to it and it became the only option.
I could not state more strongly that a helpdesk system is a positive and much needed tool for IT. While im at in Sysaid is extremely affordable and extremely flexible and I am proud to be a user and the person responsible for introducing it to my originisation
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25/06/2008 15:47:18
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Saar
SysAid CEO
Joined: 28/04/2008
Messages: 121
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As I see it, this is depending a lot on the company policy and not size or locations.
I think it makes a lot of sense to reduce as much as possible the calls and go into more "structural" way of working.
We will publish very soon a case study of one of our customers related to this issue.
In their company they managed to remove the call center completely , explaining all their users that the right way to get a service is by submitting a request.
I think it is an amazing success story which can give a good insight on how this can be done.
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25/06/2008 16:07:25
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simplydobermans
SysAider
Joined: 16/06/2008
Messages: 43
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I have the same issue. As a small facility, only 12 nodes, I find i get calls even if they know to use the help desk.
I have found if i say "just send a SR, just in case i forget" they start doing it on there own more often
BUT, then i get a call two seconds after they setup the SR, so it ends up being a NO win problem
I just keep reminding my self, i am there to help them - even if its a operator issue
FYI - always remember to ask -"did you look at the self help"
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26/06/2008 00:53:07
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
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Haim wrote:so if you already deployed the agent to your machines, your users can open a ticket and ask for support.
I give way to SysAid anywhere I can... desktop shortcut, intranet, e-mail... It's like asking them to be witness in a mass murderer case, ya know ? Hopeless...
After that favourite gadget thread you make I got this crazy idea maybe I shouild put a link on each of their gadget as well !
epinaz wrote:Our support model depends upon users submitting their own tickets for non-emergency items.
*smile* You're lucky to have such an understanding and mature users.
If that's implemented in my realm, all call will be claimed as urgent, Ive seen it happened to other system like the queue in xerox machine, expense claim in finance... and when you confront it, it will be a debate about who's more important (hell the janitor is important too right ?) which is NOT even the point. *shaking head*
Jonathan wrote:Over time we have radically reduced phone calls and the majority of calls come in as Tickets logged via the SR
How long does it take, bro ?
Maybe I'm just impatient *hopefull grin*... SysAid is officially used here a lil over a year. And I am now brainwashing all new recruits the company have by making SysAid sounds like taxes.... ya know... inevitable and guaranteed to screw them if they missed.
Saar wrote:As I see it, this is depending a lot on the company policy and not size or locations.
Which got a lot to do with the culture/mindset.. I know. *sigh*
Dobermans wrote:I have found if i say "just send a SR, just in case i forget" they start doing it on there own more often BUT, then i get a call two seconds after they setup the SR, so it ends up being a NO win problem
*widened delighted eyes* YESSSSSSSSSsssssssssss.. precisely !!! Why do they do that... I never understand... I mean I don't mind... but aren't they tired of it ? Why complicate things ???? Intriguing phenomenon this is, no ?
*grateful sigh* Most uplifting to know you're not alone...
*grateful bow and smile* Thank you.
This message was edited 2 times. Last update was at 26/06/2008 00:55:00
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27/06/2008 12:14:23
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wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
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A helpdesk/support request implementation has to have management backing and policy enforcement if it is going to be successful. I have succeeded in deploying SysAid at our company by doing so. I have 20+ yrs. experience in tech support and have seen support processes that work and those that don't. Those that do have the "blessing" and authority of management (their bosses as well as mine).
Also, sufficient training and "preaching of the Gospel" to the masses is just as important. Not only do they need to know the proper procedure but how and why it is to their benefit to get on board and think inside the box in this case. In my scenario, having 200+ retail outlets with application/hardware support issues, it is vital that they understand how working within "my" system is much more advantageous than bypassing SRs for voicemail. They have been informed that unless network issues prevent email or web access that voicemails are dead last as far as priority goes.
Lastly, we in IT have to be zealots in adhering to the process as well and try to refrain from shortcuts around the system for expedience. It is confusing when trying to research historical data that is not all in the system.
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27/06/2008 13:34:34
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
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Obelix wrote:How long does it take, bro ?
Maybe I'm just impatient *hopefull grin*... SysAid is officially used here a lil over a year. And I am now brainwashing all new recruits the company have by making SysAid sounds like taxes.... ya know... inevitable and guaranteed to screw them if they missed.
Well there is a degree of I really don't have to say a lot as walkerr has really said it all but I like the sound of my ow typing so here we go!!
I have been with my current company 7 years and they had no system at all so step one was email helpdesk@mycompany.com Now this was new to me as I was used to having a system but little steps.
I then built a help desk with Access but we had to cut a past things and of course people did not get a log till we cut and paste. At the time management wanted me to be efficient but refused to buy software. Fast forward to 4 years ago and i found a few free help desk but Sysadi was the only one that really let you function, some of the others limited you to ten calls like that's one hours worth of work!!
So we got free sysadi and it worked a treat at first we continued to let people to email for about 6 months but then we deployed the agent and from that day forward people called helpdesk F11. Of course i then bought sysaid but as we had used it for months successfully no one questioned me buying it as we had fully proved its worth.
It took over a year for the calls to die down and people to get the message but this was only doen by as follows
1. Repeatedly told to log their calls
2. Got to a stage were we would not take calls unless they were 100% urgent
3. We send all new starts an email with details of how to contact helpdesk and the rules for contacting IT, plus other bits a bods.
We have to be absolutely religious about F11 no F11 no help. Even to the stage that if people rang we ask them to quote their number!
it is hard work getting people to log their calls but once you get their it is amazing how much people will stick to it. We have seen calls drop 90% as everyone creates a ticket. This in turn actually means people get dealt with calls quicker then when they were ringing all the time.
All i can say is keep fighting the good cause, don't take phone calls unless urgent, don't let people stop you in corridors and get everyone to log their calls. It will work and your company will gain as service will actually improve
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04/08/2008 20:40:06
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Stewart
SysAider
Joined: 18/06/2008
Messages: 5
Location: Raleigh, NC
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i have run into the same issues here, although it is getting better. whenever someone emails me with a request, I always direct them to open an SR so I can track it in the system and update our knowledge base with the solution. I also tell them if they email just me and I am out of the office or not at my desk for an extended period of time, then the other two guys who work with me won't be able to fix their problem - if the open a SR, all three of us will get it. If I get stopped in the hallway, I just tell them to open a SR or I will forget 2 minutes from now.
it's been a long haul and continues to be  , but it is going in the right direction. 
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05/08/2008 09:34:56
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bbogataj
SysAider
Joined: 26/06/2008
Messages: 9
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Users always tend to use phone or personal meeting, as they think, this will result in fater resolution of their problem.
We use Sysaid for about a year. At first, IT staff need to enter SR. But after some persuasion (and of course, support from management), users started to fill requests for themselves. But it still took long, too long. 
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05/08/2008 10:21:39
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RobG
SysAider
Joined: 24/06/2008
Messages: 10
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Stewart wrote:i have run into the same issues here, although it is getting better. whenever someone emails me with a request, I always direct them to open an SR so I can track it in the system and update our knowledge base with the solution. I also tell them if they email just me and I am out of the office or not at my desk for an extended period of time, then the other two guys who work with me won't be able to fix their problem - if the open a SR, all three of us will get it. If I get stopped in the hallway, I just tell them to open a SR or I will forget 2 minutes from now.
it's been a long haul and continues to be , but it is going in the right direction.
And it will always be a haul as you will always have new employees who don't understand the process even if they signed something that says they understand it during their hiring process. Your users continually change, so you always have to be on edge enough that you don't let anything "slip through the cracks" or "just this one time for the new guy" or "he's an exec who is used to special treatment, no reason to track his requests."
If someone asks me in person for help, I respond with "the faster you submit it in SysAid, the faster I'll be able to fix it." True emergencies should be defined ahead of time so you have something on paper to show them if they think its an emergency and you know better. "Sorry, that's not an emergency. You have to follow the helpdesk process." It only works if you've defined what an emergency is, otherwise abuse will be rampant. Leverage management to define emergencies and get them to sign off on the agreed-upon definition so you have full confidence that they will back you when you tell an employee they are wrong.
As Stewart said, I explain that submitting a ticket means their request won't fall through the cracks, and alternates are set up so if I'm out on vacation or sick, their request will still be handled by someone else. In addition, since I'm using LDAP authentication and have mail for exchange on my phone, I also use the "I may not be at my desk, or in the network room, or in a meeting, or on site. If you submit a request, I will be notified immediately on my phone and can go directly from where I am to where you are without you having to track me down."
For certain execs who think they are so special they don't have to follow the rules, I tell them I can help them out right now and we can go look at the issue together, then as they turn to head to their office I turn to my computer and start to fill out a ticket for them. They're smart, and they quickly get the picture that it would be just as fast if THEY submitted the request.
My biggest weak spot is when someone asks for help from their desk as I'm walking the halls. I always have to tell myself, "don't fix it unless they submit a ticket" 5 times in a row. The nice way of handling this is to ask what they need, and if its something you can fix right away, ask them to submit a ticket right there on their computer before you perform the fix. Once its submitted, fix the problem and everyone is happy.
But there is no end to educating people about processes. You will always have to do that as a primary helpdesk contact. The only way you'll be able to stop educating people about how to contact the helpdesk properly is to leave the helpdesk.
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07/08/2008 02:49:07
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Saar
SysAid CEO
Joined: 28/04/2008
Messages: 121
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Welcome RobG to our community and thank you for the detailed story of your work - I found it very interesting!
Thank you all for sharing these common issues that are true in almost all organization.
I know, for example, that many of you use methods to improve and encourage the users to submit SR.
For example, use notification to end users on every change to increase the visibility of the helpdesk, so that the endusers will feel that things are really done behind the scenes to analyze and solve their problems.
I'd appreciate your comments and stories on this !
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12/08/2008 08:01:57
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BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
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I have to say i disagree. I am working Helpdesk software in an office of 50 people on site and 15 at our second site. Since the introduction i have only had one phonecall, other than that all requests have come through the software.
I think it is a matter of organisation, education and deployment. I released the new system at the same time as a new IT Policy generally, and it was possibly the most successful and stress free change-overs of the lot.
I'm not saying you're wrong, but i do think that it's not impossible to get everyone working off the same hymn sheet as it were.
M
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When the going gets tough, the tough get SysAid |
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29/09/2008 08:00:00
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Cataclysm13
SysAider
Joined: 25/09/2008
Messages: 7
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I agree that it is rough trying to get everyone to use SRs when you first start the transition. The IT department at my work (me and 1 other guy) sent out a mass email telling everyone that if they couldn't get online or start their computer to open a ticket otherwise we wouldn't help them until a ticket was opened. So far mass SRs, 0 calls.
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