IT Help FAQ

Project Description

Change the FAQ in ITHelp so that it is usable to an IT Agent in day to day work and also usable to a customer, being easy to use and searchable.

 

Update – Potch Campus was the only campus that submitted FAQ’s for approval.

Documents

Project Progress

85%

Project Timing

  • Start
    Nov 11 2014
  • End
    Jul 31 2016

11/11/2014 07/31/2016

100%

Overall Project Completion

  • Planning of FAQ

    Get the vision and scope from all parties involved

    20%
  • Populating the FAQ

    Getting all parties involved to populate the FAQ with valuable knowledge.

    60%

85%

  • 40%

    Building the FAQ

    Getting the software in place for the new FAQ. This include the documentation and the ITHelp software.

  • 80%

    Evaluating the FAQ

    Evaluating the new FAQ. Is the information useful to agents? Does customers know about the self-help and are they using it?

20%

Planning of FAQ

Get the vision and scope from all parties involved

40%

Building the FAQ

Getting the software in place for the new FAQ. This include the documentation and the ITHelp software.

60%

Populating the FAQ

Getting all parties involved to populate the FAQ with valuable knowledge.

80%

Evaluating the FAQ

Evaluating the new FAQ. Is the information useful to agents? Does customers know about the self-help and are they using it?

1. Planning the FAQ Complete 100% Tasks 2 / 2

100%
Description

Get information and scope from management

2 of 2 completedTasks

  • Meet with management and get vision and scope
  • Get campus requirements and vision for a FAQ

2. Building the FAQ Complete 100% Tasks 5 / 5

100%
Description

In this phase we must look at the the software, where we are and where do we need to be.

We also need to document the changes.

Wilhelm said that he will provide prizes for the agents that really go out of their way to populate and promote FAQ .

5 of 5 completedTasks

  • Remove the old data on ITHelp
  • Build the framework
  • Change ITHelp that FAQ create a ticket
  • Enable agents to create FAQ
  • Operations need to be default queue for FAQ tickets

3. Populating the FAQ Complete 60% Tasks 3 / 5

60%
Description

We need to get all agents to make FAQ’s by document their knowledge, shortcuts and workarounds.

Documents can also be add in the FAQ by adding a link to the service catalog.

We need to communicate the intent and rules for populating the FAQ to all agents.

There is going to be prizes for the agents that really helps to populate and make ITHelp a great tool to use.

3 of 5 completedTasks

  • Communicate to all servicedesk agents
  • 1 Month followup
  • End of 2015 reminder and followup
  • Beginning of 2016 reminder
  • End of project reminder (Last reminder)

4. Evaluating the FAQ Complete 0% Tasks 0 / 0

0%
Description

Are the agents using the FAQ as a knowledge database?

Is the FAQ database still growing?

Are the customers using the FAQ?

What is the path forward?

Project Discussion 10 Responses to IT Help FAQ

  1. Projek is op ys gesit vir nu daar is nie nuwe Einddatum vasgestel nie aangesien daar ‘n besluit gemaak moet word of daar met die projek voort gegaan moet word.

    September 30, 2016 at 11:31 am
    PAUL BUYS
  2. Daar moet besluit word oor of die projek moet voort gaan in die lig dat daar ‘n groot prys verhoging in die OTRS kontrak plaasgevind het en daar reeds na alternatiewe gekyk word. Die 3 Kampus bestuurders het gevoel dat die opdateing van die FAQ databasis die verantwoordelikheid van die Stelsel eienaars is, en die versoek is na die SM gestuur vir ‘n besluit.

    August 22, 2016 at 2:28 pm
    PAUL BUYS
  3. Status Que wag vir terugvoer van SM

    June 24, 2016 at 3:58 pm
    PAUL BUYS
  4. Na gesprek met al die kampusse, is daar besluit dat die saak na die SM vergadering toe gevat moet word, aangesien die Kampusse voel dat die Stelsel eienaars die verantwoordelikheid moet vat, projek se eind datum word uitgestel na later totdat terugvoer van SM verkry is.

    June 6, 2016 at 8:29 am
    PAUL BUYS
  5. Het met MKF ‘n vergadering gehad en FAQ proses verduidelik, hulle voel dat a.g.v. werks druk niemand regtig tyd gaan maak hiervoor nie en hulle gevoel iss dat stelsel eienaars FAQ’s moet opstel vir spresfike stelsels (bv. Office 365) sal dit verder met die ander kampusse opvolg.

    May 23, 2016 at 7:39 am
    PAUL BUYS
  6. Het Afspraak met MFK Kampus gemaak 12/5/2016 sodat ek hulle meer ‘n idee van FAQ’s kan gee en op ‘n persoonlike vlak met hulle te praat.

    May 10, 2016 at 1:46 pm
    PAUL BUYS
  7. Ons het besluit om weer te probeer, deur weerna kampusse uittereik en ook om dit op bestuursvlak te aan te spreek

    April 22, 2016 at 3:36 pm
    PAUL BUYS
  8. Tans is daar ‘n totaal van 46 FAQ ‘s in die stelsel,waarvan 9 Intern is vir agents om the gebruik, die res in vir die gebruikers om inligting vir hulle te gee sodat hulle hulself kan help. Al die bydrae’s vir die FAQ’s is van Potch kampus gekry en die Operations kantoor.

    April 15, 2016 at 3:11 pm
    PAUL BUYS
  9. Sanjuka Makhan send a email with a few examples. People is slowly adding their knowledge to FAQ.

    February 15, 2016 at 12:19 pm
    JURGENS HUMAN
  10. Die invloei van FAQ’s is maar stadig. Ek het vinnig weer deur die ticket gegaan en ek sien net FAQ’s van Potch af. Stuur nou ‘n email weer aan MFK en VDK.

    January 29, 2016 at 3:59 pm
    JURGENS HUMAN

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