[Type the document title]

BUSINESS PROCESS MANAGEMENT SYSTEM

A PROJECT ON

“IT HELP DESK MANAGEMENT SYSTEM IN UPES”

Submitted By: Submitted To:

Himanshu Gond Ms. Rajeshwari Dev

SAP ID- 500021424 Assistant Professor

Yashovardhan Sharma BPMS

SAP ID- 500021055

UNIVERSITY OF PETROLEUM AND ENERGY STUDIES

IT HelpDesk Management

Table of Contents
INTRODUCTION ABOUT IT HELP DESK MANAGEMENT..............................................................................3
What a Service Desk basically is...............................................................................................................3
Introduction to Help Desk....................................................................................................................3
Functioning of Help Desk…………………………………………………………………………………………………………….4

Desk Side Team…………………………………………………………………………………………………………………………..4

Server Team……………………………………………………………………………………………………………………………….4

Network Team……………………………………………………………………………………………………………………………5

PROCESS FLOWS OF IT SERVICES IN UPES...............................................................................................6

Overview of Processes.............................................................................................................................6
Services at Upes...................................................................................................................................6
Complaint System……………………………………………………………………………………………………………………………7

Help Desk Management System……………………………………………………………………………………………………..7

Ticket Generating System……………………………………………………………………………………………………………….7

ELABORATED PROCESS DIAGRAMS…………………………………………………………………………………………………………8

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IT HelpDesk Management

Introduction About IT Help Desk Management

 What a Service Desk basically is?

A Service Desk is a primary IT service called for in IT service management (ITSM) as defined

by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single

Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.

But also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of

the service, while "Customer" refers to the entity that is paying for service.

The service desk types are based on the skill level and resolution rates for service calls. The

different service desk types include:

 Call center

 Contact center

 Help desk

We are focused on the ‘Help Desk’ type of service desk in our project.

 Introduction to Help Desk:

A help desk is a resource intended to provide the customer or end user with information and

support related to a company's or institution's products and services. The purpose of a help desk

is usually to troubleshoot problems or provide guidance about products such as computers,

electronic equipment, food, apparel, or software. Corporations usually provide help desk support

to their customers through various channels such as toll-free numbers, websites, instant

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IT HelpDesk Management

messaging, or email. There are also in-house help desks designed to provide assistance to

employees.

 Functioning of Help Desk:

A typical help desk can effectively perform several functions. It provides a single point of

contact for users to gain assistance in troubleshooting, get answers to questions, and solve known

problems. A help desk generally manages its requests through the use of software such as issue

tracking systems. These systems often involve the use of a "local bug tracker" (LBT). This

system allows the help desk to track and sort user requests with the help of a unique number, and

can frequently classify problems by user, computer program, or similar categories. Many

software applications are available to support the help desk function. Some target the enterprise

level help desk and some target departmental needs.

 Desk side team

The desk side team (sometimes known as "desktop support") is responsible for issues related

to desktops, laptops, and peripherals, such as personal digital assistants. The help desk assigns

the desktop team the second-level desk side issues that the first level was not able to solve. They

set up and configure computers for new users and are typically responsible for any physical work

relating to the computers, such as repairing software or computer hardware issues and

moving workstations to another location.

 Network team

The network team is responsible for the network software, hardware and infrastructure, such

as servers, switches, backup systems, and firewalls. They are also responsible for the network

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IT HelpDesk Management

services, such as email configuration, file management, and security issues. The help desk

assigns the network team issues that are in their field of responsibility. Networks often have

propriety or open source monitoring devices that forward outage information to help desk

systems so that tickets may be automatically opened and primary contacts paged.

 Server team

The server team is responsible for most or all of the servers within the organization. This

includes Domain Name System (DNS) servers, network authentication, network shares, network

resources, email accounts, and all aspects of server software. It may also include more advanced

services such as those related to databases, storage or content management systems, specialized

proprietary services, and other industry-specific server-based applications

Providing high quality user support is a top priority for most IT organizations. But often,

complex software solutions requiring integration with other systems, can limit results, leading to

dissatisfied users. The UPES IT service desk, unlike traditional IT helpdesk software

management packages, provides an easy-to-use, comprehensive appliance-based alternative,

which is fully integrated with the asset and configuration management capabilities. It offers

advanced functionality to help automate repetitive management tasks as well as providing

incident management as user or system problems arise. This integrated approach to process and

incident management reduces errors and manual efforts while assuring high service levels and

improved end-user satisfaction.

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IT HelpDesk Management

Process Flow Of IT Services HelpDesk in UPES

Overview of Processes

The IT Services Help Desk in UPES is also called as the SPOC- Single Point Of Contact. There

are total four major processes that are currently active at the IT Tower:

1. Services at UPES

2. Complaint Lodging Process

3. Helpdesk Process

4. Ticket Generating System

These processes together make the overall functioning of IT services in the campus.

1. Services at UPES

The services in UPES are broadly divided into four parts:

i. Incident Management

ii. Service Management

iii. Change Management

iv. Capacity Management

Based on these services, the complaints are classified and accordingly transferred to the

respective departments.

2. Complaint Lodging Process

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IT HelpDesk Management

The complaints can be lodged through three ways:

i. Through e-mail

ii. Through phone

iii. Through personal visit

The complaints thus lodged are filtered according to the services provided and then forwarded to

the respective department.

3. Helpdesk Process

The helpdesk process consists of two handlings:

i. Incident Handling- The incident of the client is recorded at the helpdesk and

then handled by the desk. If the incident is of higher priority then it is referred to

the respective department. The incidents are given priorities according to the

severity. These priorities are:

 Priority 1- P1: It is of 4 hours.

 Priority 2- P2: It is of 6 hours.

 Priority 3- P3: It is of 8 hours.

If the incidents extends these priority hours then penalties are imposed on them

accordingly the extended time.

ii. Service Handling – The services of the products offered to the clients are

provided by the helpdesk at a regular basis.

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IT HelpDesk Management

4. Ticket Generating System

When the user lodges a complaint, either through email or phone or personally, a ticket is

assigned to the problem according to its priority and the respective number is given to the user.

This generation of tickets is done through a software called Microsoft Service Manager Console.

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 IT HelpDesk Management

Elaborated Processes’ Diagrams

1. Simple Flowcharts

1.1. Services in UPES

UPES IT Services Desk

Filtration of Complaints
by the Service Desk

No No
Is the complaint Is the complaint
an Incident? a Change?

Is the complaint No
No
Is the complaint Capacity
a Service? identification?
Yes Yes

Referred to Incident Referred to Change

Management section Yes Management section Yes

Referred to Service Referred to Change

Management section Management section

Handling of complaints Complaint rejected

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 IT HelpDesk Management

1.2. Complaint Lodging Process

IT Complaints Lodging Desk

Lodging through phone Lodging through personal

Lodging through email Option Option visit option

Complaint Complaint Complaint

lodged lodged through lodged
through email phone through visit

After lodging, complaint is filtered and transferred to respective

department

Complaint handled and

solved

Result generated

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IT HelpDesk Management

1.3. Helpdesk Management Process

IT Helpdesk Management

Incident Handling Services Handling

Incidents are prioritized

into three- After services

P1- for 4 hrs.

P2- for 6 hrs.

Updation
P3- for 8 hrs. services

Regular
services

Impact of Urgency of
incidents and incidents and
their priority their priority

Complaints are finally

handled and solved

Reported to HelpDesk

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IT HelpDesk Management

1.4. Ticket Generating Process

Ticket Generation System

Complaint lodge through Complaint lodge through Complaint lodge through

email phone personal visit

Complaint recorded in the computer software- Microsoft Service

Manager Console

After record, the software generates an automatic ticket number on

the complaint

Ticket number given to the client

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IT HelpDesk Management

2. Process Activity Diagrams

2.1. Services in UPES

No Activity Description Operatio Movement Inspection Delay Storage

. n
1. Services provided by the

Service Desk
2. Filtering the complaints
3. Deciding whether the

complaint is an incident, a

service, a change, or capacity

identification?
4. If incident then referring to

Incident Management section

5. If service, then referring to

Service Management section

6. If complaint, then referring

to Change Management

section
7. If capacity, then referring to

capacity section
8. Handling/ rejection of

complaints

2.2. Complaint Lodging System

No Activity Description Operatio Movement Inspection Delay Storage

. n
1. Client lodges complaints

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IT HelpDesk Management

through email
2. Client lodges complaints

through phone
3. Client lodges complaints by

visiting personally
4. Complaints are filtered after

lodging
5. Complaints referred to

respective department
6. Handling the complaints by

management section
7. Complaints solved
8. Results generated

2.3. Helpdesk Management System

No Activity Description Operatio Movement Inspection Delay Storage

. n
1. Dividing the HelpDesk in

Incidents and Services

2. If incidents then prioritizing

them into P1 P2 and P3 and

their time as 4,6, and 8 hrs

respectively
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IT HelpDesk Management

3. Bifurcating the incidents

according to their impact and

urgency according to the

prioritization
4. If services then deciding

whether to give after services,

updation services, or regular

services
5. Finally complaints are handled
6. Solving the complaints
7. Solved complaints are reported

to HelpDesk
8. HelpDesk contacts client
9. Clients give the feedback for

solved complaints

2.4. Ticket Generation System

No Activity Description Operatio Movement Inspection Delay Storage

. n
1. Checking the complaint is

lodged through mail?

2. Checking the complaint is

lodged through phone?

3. Checking the complaint is

lodged through personal visit?

4. Complaint recorded in software
5. Software generates automatic

ticket number
6. Ticket number given to client

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IT HelpDesk Management

3. Process Flow Diagrams

4. Service System Mappings

5. Data Flow Diagrams

pg. 16