solved. The full resolution time refers to the time from the creation of a support request, to the final resolution of the request. Resolution time helps us to understand the time of solving customers’ issues. Submission Method: To monitor which ways is the most used way for customers reach to milkwood (by phone, via chat via email). To optimize the efficiency of the help desk. Individual performance: it is important to know which help desk staff is doing fine and which need more training. It is also a tool to decide which staff should be rewarded and which should be punished
Predicted backlog: The predicted backlog can help the organisation to know which individual or group is falling behind, and the expected increase or decrease in the number of upcoming support requests that can help the organisation to make plans for future. Customer satisfaction: It is a significant business metric. After receiving the evaluation, the comprehensive indicators will be displayed through reports and dashboards. It can help the organisation to know if the customer will support them or not. •What management levels within Under Milkwood would receive what information/reports/metrics from the Help Desk system. How often would they receive the information? Suggest some actions management may make on receiving this information. Operational level management is the lowest level of management which means they have to know once a week for those metrics mentioned above, to see the performance of help desk each week. Regarding to tactical level management, Once a week or fortnightly for higher level strategy level management tactical level management Tutorial 6: Week 8 •Produce a hierarchy of who you think would be required in Under Milkwood’s Network Management Dept (part of Operations Management). Briefly outline their tasks and the skills required. Performance management (evaluates the behaviour and the effectiveness of communication) Security management (to operate the network management properly) Fault management (enable the detection, isolation and correction of abnormal situation) Data logging and report management (record all the data and interactions that pass through a certain point in the system) Network manager (to overlook all the departments and train staff to support first rate technical support).
•Produce a hierarchy of who you think would be required in Under Milkwood’s Configuration Management Dept (part of Operations Management). Briefly outline their tasks and the skills required. What are the benefits to both IT and the Business? Configuration manager (Ensure all other relevant processes are interfaced, evaluate the efficiency of the process, and perform process audits) Configuration coordinator (Provide and manage the guidance for maintaining configuration projects) Configuration analyst (Develop and maintain the software aspect of corporation) Configuration admin (Maintain the IT system, ensure it can provide good services) Database admin (Ensure the integrity of company database, and prevent data loss)
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