▪ Providing support to users of ICT with guaranteed SLA (Service Level Agreement) parameters ▪ Regular quality assessment of SLA performance and satisfaction of users with the support provided ▪ Effective and fast multilingual help when solving user problems, non-stop 7×24 ▪ A thorough documenting of knowledge concerning known problems and their solutions ▪ Long-term quality of services provided based on the principle of separating knowledge from individuals ▪ Fast solution of new problems thanks to a direct link to the Second Line Support First Line Support Long-term and Reliable Support for ICT Solution Users
Transcript
▪ Providing support to users of ICT
with guaranteed SLA (Service Level Agreement)
parameters
▪ Regular quality assessment of SLA
performance and satisfaction of users
with the support provided
▪ Effective and fast multilingual help when
solving user problems, non-stop 7×24
▪ A thorough documenting of knowledge
concerning known problems and their solutions
▪ Long-term quality of services provided based
on the principle of separating knowledge
from individuals
▪ Fast solution of new problems thanks
to a direct link to the Second Line Support
First Line SupportLong-term and Reliable Support for ICT Solution Users
One of the elementary requirements of
Information System (IS) users is to have
qualified advice and help available when
solving problems which can arise while
using the IS. Direct support, typically
provided via a HelpDesk, is responsible
for providing support to IS users and
for sorting out reported problems with
known solutions (see Fig. 1).
If the problem cannot be solved expe-
ditiously or if a solution method is not
known, First Line Support will ensure
a substitute or temporary solution and
will forward the pertinent problem for
complete removal to the Second Line
Support (see Fig. 2).
Second Line Support solves such ca-
ses where the solution is not yet known
and thus such solutions must be analy-
zed, designed, implemented, and tested
so they can become known (standard)
solutions. The goal is to ensure a high-
-quality and complete solution of all
problems and requests. The problems
incurred by the users are solved in the
shortest time possible and, pursuant
to the agreed SLA parameters, in a way
that minimizes the negative impact on
the operation of your company.
First Line Support FunctioningFirst Line Support is a process which
helps to immediately solve the problems
of all IS users via the HelpDesk. First
Line Support works on the principle of
an active and immediate search of infor-
mation about all known problems along
with their solutions. The databases of
all known problems and their solutions
are continuously updated. HelpDesk
also has a list of substitute solutions
which are applied in the event that
some functionality of the implemented
IS cannot be used due to an error. The
method of reporting problems to Help-
Desk and submitting requirements is
always standardized; we register every
request, and we maintain a log concer-
ning the course of the solution.
Fig. 1 – First Line Support
Fig. 2 – First and Second Line Support
HelpDesk
Service
First LineSupport
Second LineSupport
User
Request for help
Known solution, immediate response
Request solution
Unknown solution
First LineSupport
User
User support
Providing solutions to known problems
Evidence of user requests
Communication with Second Line Support
In the event of problems, the IS user
contacts a HelpDesk employee in one
of the defined manners (see Fig. 3).
The HelpDesk employee analyzes the
information provided by the user and
eventually asks for completion. Based
on evidence of the known problems and
the description of their solution or sub-
stitute procedures, the employee advises
the user on how to solve the reported
problem or how to temporarily avoid it.
Eventually, he/she informs the user on
forwarding the problem to the Second
Line Support for a solution (see Fig. 4).
The users have access to information
on the known problems of the IS inclu-
ding the methods of their solution via
Unicorn Universe or another application
according to the client’s needs.
All of the clients’ requirements on
support and incidents reported by the
users are registered for consequent
analysis, based on which optimization
of the function of the ICT solution is
then performed and also, for example,
the training of users is updated to tho-
roughly train the areas which are often
problematic. All reports are registered
until they are completely solved inclu-
ding monitoring the condition of their
solution in the Second Line Support
(see Fig. 5, 6).
User support based on the agreed SLA parametersFirst Line Support is provided with re-
spect to the parameters agreed upon
with the client. The Service Level Agre-
ement (SLA) is a set of parameters de-
fining the scope and level of services
which are a part of the contract on
providing the ICT solution service. Key
parameters include (see Fig. 7).
Service Report – regular monitoring
of our services for our clients
The Service Report is a key output from
First Line Service to the users (see Fig. 8).
It is created on a regular basis, typically
once per month. It primarily contains
an assessment of the SLA parameters
and it documents in detail the activities
Fig. 3 – Problem reporting
Problem Reporting
User
E-mail Web Telephone
HelpDeskIS
Unicorn Information
System
HelpDesk
Fig. 4 – Problem solving
User HelpDesk
1. Request for HelpDesk
3a. Request for additional information
3b. Providing information
4. Problem solving5. Submitting to Second Line
Support
2. Information analysis
Fig. 5 – Example of report evidence in Unicorn Information System
performed within the First Line Support.
For a client, this means verification of
the quality of the provided support.
Substitute procedures
and backup solutions
When using the IS, it is wise to foresee
that some of the functionalities or the
entire ICT solution may not be available
for an extended time period. For such
cases, our HelpDesk has prepared sub-
stitute procedures and backup solutions
with the goal of allowing users to conti-
nue their work and therefore decrease
any possible losses.
Substitute procedures – are applied in
the event that some of the functionalities
implemented in the IS cannot be used
due to an error. Substitute procedures
are temporary and they are primarily
organizational measures and changes
of work methodology. The users use the
substitute procedures until the problem
disallowing the use of the IS is solved.
Backup solution – a set of measures
allowing continuation of work when the
whole ICT solution cannot be used due
to a failure or errors.
Substitute procedures and backup
solutions are designed and verified with
the client.
Knowledge BaseThe First Line Support of users is a pro-
ject that is long-term in nature. It is
extremely important to carefully docu-
ment the necessary knowledge and the
service progress in order to maintain
a continual high level of quality in the
services provided. The knowledge ne-
cessary to ensure First Line Support is
maintained in the form of a Knowledge
Base which is regularly updated. The
Knowledge Base primarily contains user
documentation, lists of known problems
and their solutions, descriptions of sub-
stitute procedures, and backup solutions.
The goal is to ensure a fast search for in-
formation and a separation of knowledge
from individual people.
The advantages of the Knowledge
Base are obvious. Shortening the time
necessary to find a solution to a problem
and allowing the user to quickly resume
his/her work is one of the many advan-
tages. One will realize its advantages the
most in those crisis situations where the
possibility of quickly looking up necessary
information is key. This information can
be accessible to users in the form of an
FAQ (Frequently Asked Questions) or in
the form of a list of known problems,
allowing users to use self-service. Last
but not least – the departure of a Help-
Desk employee does not create a serious
problem.
All communication between Unicorn
Systems and IS users is standardized and
documented. We use modern tools for
efficient communications with the client.Fig. 6 – Example of report statistics in Unicorn Information System
Key SLA Parameters
Time Periodfor Solving
Known Problems
Time Periodfor Submitting to
Second Line Support
HelpDeskCapacity
CommunicationLanguage
SLA
BasicService Period
Time Periodfor AcceptingRequirement
Fig. 7 – Key SLA Parameters
ServiceReport
Assesment of SLA performance Reported problems statistics Provided solutions statistics Problems submitted to Second
Line Support statistics
Fig. 8 – Service Report
Functional ISTo make sure that an information sys-
tem provides its users with the required
funcitonalities in a required manner it is
necessary to provide a proper functioning
of Integration, Building Up, Operation,
First Line Support and Second Line
Support. Realization of an information
system is finished with its deployment
and its accepted take over into Operation,
First Line Support and Secondary Line
Support. It is necessary to separate rea-
lization of IS from its support (see Fig. 9).
Unicorn Information System Unicorn Systems lets its clients share
information through the Unicorn Infor-
mation System, which is operated by
the Plus4U internet service. The Unicorn
Information System gives each autho-
rized user 24/7 access to information
about any supported project or provided
service. Anytime and from anywhere,
a client user will have access to docu-
ments and information on the status
of a project and every user will always
be able to communicate with other mem-
bers of the project team.
First LineSupport
Second LineSupport
Building Up
Integration
Operation
Users
ICT Functionalities
Help
Requirements for adjustments
Requirements for newICT functionalities
IS usage
Help with malfunctioning IS
IS specification
Fix patch deployment into operation
Requirements for troubleshooting beyond the limitsof First Line Support
New IS version deployment
Needsand Requirements
Fig. 9 – Processes ensuring functional IS
Added value ▪ 7×24 live operators at HelpDesk
Non-stop service
▪ Guaranteed SLA
Providing First Line Support
to users based on the agreed
SLA parameters
▪ Communication in major world
languages
Unicorn Systems HelpDesk
provides First Line Support
in major world languages
▪ Standardized work procedures
Certified procedures ISO 9001,
ISO 14001, ISO 20000 and
ISO 27001, standardized
procedures pursuant to the ITIL
and IBM RUP methodologies
▪ Extensive HelpDesk
Continuous education
and development of HelpDesk
employees
▪ Many years of experience
in the Unicorn Systems team
20 years of experience
in providing First Line Support
to users
▪ Long-term stable services
Providing services of a long-term
nature and knowledge continuity
within the team
▪ Updated Knowledge Base
throughout the entire time period
of providing user support
Knowledge necessary for First
Line Support is maintained
in the form of a Knowledge Base,
which is updated and complete
throughout the entire time
of providing service
▪ Regular service reports – you
know what you are paying for!
Regular and structured reports
to the client on the activities
performed within the contract
in a standardized format
UN
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Unicorn Systems a.s.www.unicornsystems.eu, [email protected] Systems is a member of Unicorn Group, a dynamic company providing comprehensive services in the field of information systems and information and communication technologies.All names, companies, company logos etc. are protected symbols or registered trademarks belonging to respective owners.
