case: Consolidate Tier 1 support desks (answer questions below the case and any

Question

case: Consolidate Tier 1 support desks

(answer questions below the case and any links that might be helpful)

You are the project manager responsible to implement a consolidated Tier 1 support desk for your organization.

Over the years, each operating division within the company has developed their own internal IT support structure. This means that for the seven divisions within the company, you have seven different help desks. All functions within each of the help desks are duplicative. A recent study indicated that you may be able to cut costs and improve responsiveness by consolidating the effort. The help desk must provide support 24x7x365 desktop support to all locations. To assure maximum staff recruiting and system availability, you have decided to establish an east coast and west coast help desk; however, both help desks will report to a single manager.

Successful implementation of the help desk function must ensure that 75% of the time the caller is directly connected to a person. Trouble ticketing and problem database systems must be installed that allow you to resolve 50% of the tickets on the first call. You should assume that each call center will receive an average of 60 tickets per hour during prime time and 8 per hour during other times. Currently, tickets take an average of 10 minutes to solve. The system must be implemented over an 18-month period during which time the duplicative call centers will be progressively phased out. The company has a policy of retaining and relocating staff where appropriate, so you must plan accordingly.

**BUSINESS REQUIREMENTS:

•What does the customer(STAKEHOLDERS) need?

•Why is this needed?

•What are other options? Provide at least 2.

•Why is this the best option?

Explanation / Answer

1) As per the case reading, it was reflective that customer need prompt help while they look for a quick ticket booking. They are heavily dependent upon customer support desk for their various types of queries.

2) Customer can receive help through ticket enable system which will take 10 minutes at a time. In this , organization 7 division has separate call center which creates problem of integration to a customer. Now, Project manager plan to integrate and reduce cost for service.

3) Two options:

First one will be to extend the additional call center which will have automatic response center for few identified ticket queries system. For example: Ticket cancellation might be done through automatic response system.

The second way will be making the operations of existing cenetres through training and personnel development more strong.

4) This option is best due to its cost advantage. When, few call centeres will operate then cost of business operations will be reduced which will be beneficial to this organization. Even, people are habitual the current system then it can be said as best one.

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