Help Desk Process Management
An IT help desk's mission is to improve the quality of IT
service, provide cost-effective stewardship of IT assets, manage
capacity and system availability, and ensure that services are
recovered within acceptable time limits. A help desk's
responsibilities typically includes handling incidents and problems;
managing moves, adds, and changes in a standardized way; managing
system configurations; and planning and overseeing successful
software and hardware rollouts.
 Pain Points for IT
Managers
Problem report database, user manuals and guides,
wiring lists, engineering diagrams, internal or web-accessible
knowledge bases and diagrams scattered across multiple locations and
formats.
Essential to successful help desk management is maintaining
accurate and accessible documentation, including:
- Reference material
- Process and procedures
- Incident reports
- System information.
Without Visio 2007 Professional, the help desk must rely on
documents from a variety of sources and locations.
- Access to information is limited because files are scattered
in numerous local and remote locations
- Finding specific information within files can be challenging.
- Outdated information and data inconsistencies in unlinked
documents can make the information unreliable.
Addressing issues becomes time consuming and complex, making it
difficult to evaluate Help Desk performance and make
improvements.
How Visio Can
Help
Monthly performance data is displayed in the
process diagram
Visio 2007 allows IT Pros to create visual tools to support tasks
and evaluate results, from publishing approved processes and
capturing diagrams of new incident resolution processes to
displaying incident performance data and identifying security issues
with scans. Visio provides central access to all system information,
so IT Pros can link to supporting files and system configuration
data at each step of the process.
For example, not only can a Visio diagram guide help desk
technicians through the steps of an approved incident response
process, it can also be used to document the resolution of a
previously unencountered incident, complete with links to knowledge
base articles and screen captures, for dissemination to other
technicians.
A database-linked incident resolution process
diagram
Similarly, the monthly performance data for each step in a help
desk process can be relayed from a database query to a visually
detailed process diagram.
Perform Security Scans
With the Visio
2007 Connector for MBSA, IT Pros can also use Visio 2007 to
identify incident-related security issues and generate reports and
suggested fixes.
Visio 2007 Connector for MBSA launches security
scans directly from a Visio network diagram.
Additional Information
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