1. 7
Service
Operations
Management

2. Objective

3. IT Helpdesk

4. IT Organigram

5. Reasons of Service
Failure

6. Why Helpdesk Software?

7. Helpdesk Call Flow
User Raises a Ticket via
Helpdesk or E-Mail
Call Assigned to Tech User for
Resolution and changes call
status to “Under Process”
Reaches Helpdesk
Operator with status
“New”
Tech User attends call and submits
follow-up on the call and updates the
current status to “Solved”, “Pending”,
“Not in Scope” etc
Helpdesk User contacts the user
via phone or E-Mail and finally
closes a ticket after affirmation by
the user.
Ticket to
alternate
tech user

8. Call Statistics
Metric 2008 2009
Number of tickets (monthly) 330 350
Avg Time to Respond 25 min 15 min
Avg time to resolve a call 30 hours 40 hours
No of Voice Calls/month 1500 1300
No of Unresolved Calls (monthly) 40 30
First Call Resolve - 250*
* - Only for Nov

9. Data Analysis

10. Recommendations

11. Thank You