Internal Helpdesk. As the number of services offered increases, along with the associated demand from end- users, we have created the first instance of a light-weight helpdesk, for internal use only, which will track requests for service access. This will ensure that all end-user questions are dealt with in a timely manner, which will ensure all potential income streams are managed and tracked. Within the activities of WP4, CompBioMed partner UEDIN, has created this internal helpdesk system using a simple, shared spreadsheet, which ensures that all CompBioMed services are supported fully. The helpdesk lists every service and provides a contact expert. These experts are in the form of either a mailing list or a collection of email addresses, thus avoiding identifying only a single person, as this tends to constitute a single-point-of-failure. The various service requests or general questions can be submitted via a Slack channel, the various, multiple CompBioMed contact email addresses, webforms, face-to-face contacts, etc. The helpdesk will be run by a named Helpdesk Operator who will monitor the status of the various, ongoing service requests and general questions. The Operator will provide a triage for the simpler requests and provide a customer-facing conduit to the more technically-minded experts. In general, the operator will be provided by UNIBO; however, the helpdesk is designed to permit multiple operators working concurrently and, as such, any service owner can view and progress their associated tickets as and when they wish. Lastly, we are considering introducing a Service Level Agreement (SLA) (and associated Operational Level Agreement (OLA)) for each service to measure both progress and quality, and potentially apply these to both CompBioMed and third-party services. This would ensure planned processes and procedures are executed timely and effectively.
Internal Helpdesk. The number of avenues to access our Services is increasing and, indeed, the number of Services themselves have increased, we anticipate an increase in demand from end-users. To pre-empt the associated management issues of ensuring all contacts are maintained, retained and resolved to meet our SLA, an internal helpdesk system has been created. This now provides CompBioMed with better control of the internal management of our services and the implementation of specific agreement between the members of the consortium and external collaborators (Operation Level Agreements). Our Internal Helpdesk system is now up and running and fully functional. It is a simple, lightweight system, based on a single Google Sheet [1]. Despite this apparent simplicity, the helpdesk actually retains the features of a fully functional Service Desk, with the light touch of a simple single interface, designed to be maintained by one or more staff members concurrently. Unlike typical Service Desks, however, our Internal Helpdesk is for staff only, and it is this restriction that permits its light touch implementation. The Helpdesk is entirely self-contained, such that clear instructions are included, a live list of services and associated experts may be maintained, and an exhaustive, extendable list of new, live and resolved tickets all appear in the single sheet. The Helpdesk was designed and implemented by UEDIN, based on their decades of experience with User Support and follows many of the ITIL processes. XXXXX offers training to any interested parties from with the Core Partners, but it is hoped that the Helpdesk itself is intuitive and self-describing. The Internal Helpdesk system can now ensure all our client-facing services are supported; enforcing each service to have a group of contact Experts: never a single-point-of-failure, accessible to the end-user via the Helpdesk Operator. The Operators monitor the status of the different services’ requests, submitted to the Operators’ group via the Slack channel, the new CompBioMed support email address, application forms, webforms, face-to-face contacts, etc. The Helpdesk Operators provide a triage for the simpler requests: provide a customer-facing conduit to the more technically-minded experts and can include OLA and SLA monitoring for both CompBioMed and third-party services, i.e., planned processes and procedures are executed timely and effectively. Finally, our Internal Helpdesk can also be used to monitor internal processes and...
Internal Helpdesk. As the number of services offered increases, along with the associated demand from end-users, we need to provide a better control of the internal management of the services and the implementation of specific agreement between the member of the consortium and external collaborator (Operation Level Agreements). For this reason, within the activities of WP4, CompBioMed partner XXXXX, is working on building an internal helpdesk system which will • ensure all services are supported, • ensure each service has a contact Expert o either a mailing list or a collection of email address ▪ never a single-point-of-failure • monitor the status different service requests, o submitted via the Slack channel, multiple CompBioMed email addresses, webforms, face-to-face contacts, etc. o run by a named Helpdesk Operator o provide a triage for the simpler requests, o provide customer-facing conduit to the more technically-minded experts, • possibly include OLA and SLA monitoring for both CompBioMed and third-party services o i.e., planned processes and procedure are executed timely and effectively.
