Help Desk - Internal Service Requests Lifecycle

Description

Help Desk Requests go through a life cycle, from the point they are created up until they are resolved, and finally closed. Help Desk personnel are interested in keeping this life cycle short while attempting a timely, quality fix to issues. This subject area helps building analyses that helps keep a close watch on the requests, finding outliers and taking corrective steps proactively, to avoid customer escalations and potential SLA violations. Useful measures such as actual time spent by an agent on an SR, customer wait times, SR latency times with queues and assignees and number of queue transfers provide the much needed insight into potential issues before they reach crisis proportions. The ability to analyze these measures in relation to key information of a Help Desk Request (Criticality. Category, Channel, Product, and so on), make the analyses even more powerful.

Business Questions

This subject area can answer the following business questions:

• Was the assigned agent overloaded with other work?

• Was an Help Desk request sitting in a queue longer than the average time for all other SRs?

• How long was an Help Desk request unassigned and how long did it sit in each queue?

• Was the Help Desk request queue modified or the Help Desk request resource owner modified at any point?

• Do some Help Desk request categories imply higher difficulties (going by the actual time agents spend on such Help Desk requests)?

• How long did it take to assign the Help Desk request to the correct queue?

• Was there a lot of time spent waiting on customers to respond to more information, documents, and so on?

• Was the assigned agent overloaded with other work (based on the average number of Help desk Requests assigned to the agent)?

• Did the Help Desk request get assigned to the wrong queue/team?

• Did the Help Desk request have more than one issue that needed to be resolved (perhaps serially or requiring parallel efforts by multiple resources)?

Job Roles

The following job roles secure access to this subject area:

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal Help Desk Manager

Duty Roles

The following duty roles secure access to this subject area:

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

Primary Navigation

Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to Help Desk - Internal Service Request Lifecycle."Service Request Secondary Dates"."Open Date" or Help Desk - Internal Service Request Lifecycle."Service Request Secondary Dates"."Close Date" or Help Desk - Internal Service Request Lifecycle."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

Internal Service Request

Special Considerations

1. Auditing should be enabled on Service Request Object 2. Run the following scheduled processes as needed for initial data load* and subsequent refreshes: Note: Only Help Desk requests created in the current partial and the previous full calendar months are loaded initially. (a) Execute Incremental Load of SR Audit Data for Reporting (b) Unlock Scheduled Process that Incrementally Loads SR Audit data (as necessary) 3. Execute Incremental Load of HCM Person Mapping Data for Reporting