Go into a shop and you will appreciate staff that understand
what you want, act quickly and know all the ins and outs of what
you want to buy. You expect such good service in every shop, but
you only go to the shop that actually gives that service. The IT
support organization is also a service supplier. HP OpenView
Service Desk helps you supply quality service to customers.
To act quickly:
Pay some attention to the system tray on your screen. The system
tray is the field where you find the clock. Often this field shows
icons of various programs running in the background. Service Desk
will place a notification icon in the system tray to notify you of
unread items. When an item is assigned to you, a blinking
notification icon is shown in the system tray. The icon keeps
blinking until you have opened the item.
For the notification icon to show up in the system tray, Service
Desk must be running. You can minimize Service Desk when you work
with another application. You are not notified of items that were
assigned to you before you started Service Desk.
When the notification icon blinks:
Right-click on the blinking Service Desk icon.
Choose Open Item(s) from the popup menu.
The items that were assigned to you are now opened in their
respective default forms.
To know all the ins and outs
Much of the information you need to solve a problem or act upon a
service call is already contained in HP OpenView Service Desk. Once
you know how to find the information, you should not need to ask
the customer.
Look in the history lines to see
what happened with the item so far.
Use the relations tab page to see the service calls, incidents,
problems or changes related to the item.
To understand what the customer wants
To understand the needs of the customer, the description and
information field of any item is very important. Read these fields
carefully when an item is assigned to you. Remember that somebody
else must read the fields when you edit the description and the
information field. Do not just put your own opinion in the
information field. Take into account the following directions:
In the description field state the problem of the customer or
state what the customer wants. For example, if the customer has
forgotten an e-mail password. Write something like: "Password
forgotten on e-mail system." The reader should be able to find what
e-mail system the customer is connected to, if not (maybe the
customer can connect to more than one system) state the e-mail
system.
In the information field state anything the customer thinks is
important. Remember the reader must be able to understand the
customer and should not need to hear the customer's story all over
again.
Enter information in the fields as required according to your
support organization's procedures.
Attach any files containing
information that may be important for resolution.
