CERN Accelerating science

Abstract

This is a follow-up to the article "Move and Upgrade of the Computing Helpdesk" published in the last CNL, to explain the new model that has been put in place since then.

Move and Upgrade - Next steps

The changes that have been described in the previous CNL (see "Move and Upgrade of the Computing Helpdesk") and made for a trial period, have been put in place definitively since June 2002.

Changing the Helpdesk from a "dispatch" to a "resolution" centre and to ensure consistent quality replies, we have decided to re-centralise the Helpdesk in one place. This means that the satellite desk in Building 52 has been definitively closed on September 30th 2002. In compensation, the improved Helpdesk in building 513 includes more staff and is better equipped to deal with user questions.

We appreciate the replies from users to our "request for feedback". On the average, about 10% of users give us feedback: 53% of the replies are "Thank You" 44% requests for solution updates, and 3% are complaints. Please continue this feedback - either replying to the message sent by the system, or sending a mail to User.Relations@cern.ch (IT User Services Group) - this helps us to improve the service for the future.

The IT Computing Helpdesk operates Monday - Friday, from 08.30 to 17.30 nonstop. To contact the service users must either send an email (to Helpdesk@cern.ch) or phone (78888). When sending a message, please include as much detail as possible about your problem; it helps to find a solution more quickly. Please remember that the Helpdesk's role is to find solutions for problems with established services from the IT division. Solving other problems is outside the scope of the Helpdesk, but we will inform service providers on issues brought up in this context.

A New Model for more Quality

In the past, the quality of the answers provided by the Helpdesk or service providers has never been rigidly controlled. This has now been changed. The Helpdesk contract staff (outsourced) are now backed up with more skilled staff to improve technical knowledge. Since September 2002, two important changes have been made:

1. Firstly another outsourced specific contract has been defined for "mail and web support" which is an important fraction of the helpdesk calls. This person sits in the same room as the Helpdesk and can help immediately with difficult questions raised by phone.
2. Secondly, one member of the User Services group in IT is working closely with the helpdesk team, in order to ensure a better service and to ensure some quality control. With the presence of a CERN staff supervising the outsourced team (we call him/her the "Manager on Duty") more questions are treated directly at the source, without further escalation.

About six members of the User Services group are currently sharing the "Manager on Duty" (hereafter called MoD) task on a shift rotation scheme, but more people in the IT division will participate in the near future.

A criticism of the Helpdesk, and of the Problem Tracking System, has often been its "anonymous" behaviour: users did not know whom to contact if their case was incorrectly treated. Now, for all the e-mails that go through the helpdesk, in the acknowledgement message users can see the name of the MoD who is formally "responsible" for the ticket that has been created in the Problem Management tool. "Formally responsible" does not mean that the MoD will provide the reply and solution, but, in case there is a problem with that ticket (delay is too long, the proposed solution was not good, etc.), users can address any feedback or complaint to this person, who will then ensure a proper follow-up.

The same Problem Tracking System (Action Request System, Remedy) is also used by other services. If the acknowledgement message does not contain a name, but the e-mail User.Relations@cern.ch instead, it means that your mail did not go through the Helpdesk, but directly to the service concerned (for instance AFS.Support, or Linux.Support). In this case the MoD and the Helpdesk have not been involved in the process for problem resolution. However if some follow-up is needed, it remains the work of the User Services group via the user relations team.

Role and tasks of the Helpdesk Duty Manager (or MoD)

The first role of the MoD will be to ensure some quality control. Here are the practical actions, already implemented, in order to achieve this:

• Sitting in the helpdesk office, the MoD can help the staff answering phone calls with difficult questions, or where the helpdesk staff have problems understanding or explaining. If necessary users can also ask to talk to the MoD directly.
• The MoD is systematically receiving copies of all the "Possible solutions" that are sent to the users, and copies of the mail replies sent by the users. When needed the MoD will ensure the follow-up (for instance if the possible solution requires an update).
• The MoD coordinates the resolution process with service providers. Reminder mails for cases which are not followed according to the divisional service-level agreements are automatically sent both to the service provider who has been assigned the case, and to the MoD attached to this case.
• The MoD acts as the link between users and service providers. He/she will contact service providers in case of problems that might be identified by the Helpdesk, the operators or other sources, in order to co-ordinate user information (news, zephyr messages or other user contacts).

Service providers are requested to contact the MoD as soon as possible in case of interrupts so that users may be contacted and messages co-ordinated.

Objectives for the future are more ambitious and we expect that, in a second stage, the duty manager should:

• Prepare a report of problems that need to be tackled by divisional management. This report should highlight anything involved in improving the service quality from the Division. This report should be coupled with statistical information.
• Maintain a service status board and web page for user information. The board should contain information on actual problems and forthcoming changes. The latter should at least be mirrored on the web page and "tvscreen" tool.
• Co-ordinate a "knowledge base" where users could find answers, without calling the helpdesk. Until now the "XFIND" tool at http://consult.cern.ch/xfind for the domain "Public - QAs" has been used as such a database. A project is under way to review all Q&As and, using the appropriate technology, to come up with an efficient tool for user self-help. The MoD should ensure that when QAs are missing a new one is created, or, check that old QAs are still valid or if necessary re-edited. This work is done in collaboration with the service providers and is an on-going task. Again, users who find discrepancies are requested to let us know through the User.Relations email.
• Finally, after more experience at the helpdesk, the duty manager should be able to suggest ways whereby the Helpdesk receives fewer calls. Areas that have been identified are automating password resets and space provisioning ("quota").