Helpdesk and Business Support

For businesses and non-profits that need to deliver end-to-end technology support at scale.

Overview
Helpdesk
Business Support

Success Roadmap

Every partner has unique challenges in their technology roadmap. We work with our small business and non-profit partners to identify, prioritize, and executive the activities that realize those strategic milestones.

Large Problems

We believe that solving larger problems have immense impacts on how our partners grow in their information technology journey. Our Information Technology Assessment is designed to guide partners in that approach. During the assessment process, Management Consultants work with partners to evaluate strategic goals in our core advisory areas.

Technology Workforce Aspirations
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An organization’s overall technology use, competency, and capability.
Reporting and Analytics
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The capability to pull impact reports specific to a line-of-business or issue resolution reports for tracked issues.
Capital Information Technology Deployment
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The capability of sourcing, implementing, and deploying physical and virtual systems.
Serviceability
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The negotiated service or warranty of technology providers and helpdesk agents.
Compliance
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Internal enforcement of industry, line-of-business, or internal policy standards.
Leadership
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Executive advisory for strategic technology decisions-making.

Build a Service Portfolio

Any good roadmap requires a starting and ending point. For technology service management, organizations generally need to assign or group the activities they perform for end-users into clear categories for which metrics can be applied. Initiatives can then be structured to improve the request and fulfillment processes, timeliness, and custom satisfaction.

Our Approach

Building or improving a portfolio of technology services in an organization is generally a cross-functional process. Our team works to assess the existing technology landscape of an organization and provide the required documentation and standard operating procedures to request, fulfill, and measure service delivery. This typically includes but is not limited to:

Creation of help topics or configuration items
A list of current hardware and software vendors
Mapping of support towers and support leads, escalations points, and/or approvers
Discovery of existing procurement, compliance, risk, and security frameworks
Awareness of technology guidance and end-user agreements from Human Resources
Department and specialist knowledge capture, management, and documentation
Review or establishment of operational run books
Evaluation of end-user technical knowledge and required technology training

Develop a Knowledgebase

Organizations commonly experience challenges with documenting knowledge and making it communicable in a consistent, secure, and permission-based manner. This provides three levels of complexity:

classifying the documented knowledge,
determining how the knowledge should be communicated (e.g. written, audio record, video record, coded or other), and,
determining who should have access to the knowledge document.

Building a knowledgebase forces and organization to resolve these questions while also exposing opportunities for authorized end-users to browse available knowledge in specific knowledge classifications or domains. Common examples include:

An accounting specialist accessing excel formulas for address parsing for a particular account product
An executive reviewing incident resolution notes on an outage of vendor-provided system during a service-level audit
A digital marketing associate reviewing personalization rules for a microsite
A contract graphic designer accessing the most recently approved brand guidelines

Our Approach

A knowledgebase is a living product; for technology service management engagements, our team designs and deploys a knowledge capture plan that typically includes the below activities:

Knowledgebase platform selection, configuration, and deployment
End-user focus groups on knowledge and skills gaps on software and hardware
Project-based knowledge capture plan for new system design and implementations
Discovery of historical request resolution narratives and incident corrective and preventative actions
SaaS and cloud-based technology service-levels, documentation, and status monitoring documentation

Content

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