Page 11 - TIME NEWSLETTER FALL 2022

WHO DO I CALL FOR MY TECHNICAL ISSUE?

IT staff frequently hear something like, “Who do I need A 2nd function of our ITSM
to call to help with my fill in the blank technical issue?” solution, eSupport, is System
The beauty of an IT Service Management system and Alerts. Any employee can click on
process is that you do not need to ‘call’ anyone or need to the System Alerts tile in the portal
know who to call to get something fixed or to get to see if the technical issue they
something done. are experiencing is part of a larger
issue affecting many or all users.
ITSM, or IT Service Management, is a system and If your issue is listed in System
process for the IT Division to manage its end-to-end Alerts, you do not have to submit an incident ticket or
delivery of services to our customers. Another definition call the Service Desk because you will know the issue is
of ITSM is “the activities performed to design, build, already being diligently worked on and will be resolved
deliver, operate, and control IT ASAP.
services offered to customers”. For
our school district, our ITSM tool is A 3rd function of our ITSM solution, eSupport, is Service
currently eSupport. It has limitations Requests. Above we explored incident tickets, which
and it may be replaced at some are submitted when something is broken or not working
point in the future. However, it does as expected. Service Request tickets are submitted in
a good job of addressing the “who eSupport when you are requesting that IT perform some
do I need to call” question. type of service for you. An example of a very common
service request is requesting access to a software
The first and primary function of an ITSM solution is to application or site such as SIS, PeopleSoft, Raptor,
document and route technical issues to obtain assistance. SharePoint site, etc. Other common service requests
If/when a technical issue arises, instead of needing to include telephone requests, computer reimage requests,
know who to call, any employee can click on the eSupport and web design requests.
tile in the District Portal and enter an incident ticket,
explaining your issue. It helps if you provide specific A 4th function of our ITSM solution,
details in the ticket including the software application or eSupport, is the Service Catalog.
tool that is not working, where you are logged in (school, When you click on the eSupport portal
home, FHESC, etc.), what computer and browser you are tile, the first screen you are presented
using, and the wording of an error message if there is one with is the Service Catalog. The first
(screenshot of the error is fine too). Once you hit Submit, tile in the Service Catalog is titled,
your incident ticket is very quickly routed for analysis and “Report a Technical Issue”. Clicking
assignment to the person(s) who can resolve your issue. on that tile and completing/submitting
Incident tickets submitted by school-based employees that ticket means something is broken
are first routed to that school’s ITSA or STST so he/she or not working as expected. You are
can quickly resolve the issue. If he/she is unable to, the reporting an incident as described above. All the other
ITSA or STST can escalate the ticket to IT for analysis, tiles in the Service Catalog result in a service request
reassignment and resolution. being submitted. The Search bar at the top of the Service
Catalog should be used to search for the type of request
If submitting a ticket is inconvenient, you can always call you need to submit.
the IT Service Desk at 561-242-4100, option 2. A Service
Desk agent will ask you questions while he or she fills
out the incident ticket for you and may be able to quickly As mentioned, eSupport may be replaced some-
resolve the issue (such as network password reset). If time in the future. However, any ITSM replace-
the Service Desk agent is unable to resolve your issue ment for eSupport will include incident tickets,
during the call, he/she will route the ticket for analysis and service request tickets, System Alerts, and a
assignment to the person(s) who can resolve it. Service Catalog. These are the fundamental
tools all IT organizations require to effectively
manage the multitude of services they deliver.
And, the result of an effectively managed ITSM
system and process is that you do not need to
know who to call.