help desk by VTem01

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									 GJXDM National Virtual Help Desk

Ashwini Jarral   Sergey Kanareykin
Project Manger   Deputy Director of Operations
IJIS Institute   CADS
                              June, 10th 2005
              Agenda
 Project Overview
 Knowledgebase Structure and
 Organization
 Knowledgebase Demo by RightNow
 Technology
 Q&A
                 Overview
IJIS Institute received funding to provide a
 GJXDM National Help Desk capability
IJIS Institute XML Advisory Committee acts as
 Steering Committee for Help Desk
IJIS Institute staff provides detailed project
 planning, project management, and operations
 management
Help Desk Project partners NCSC & SEARCH
Center for Advanced Defense Studies (CADS)
 staff designing and drafting knowledgebase
 articles
                   Goals
A Searchable Knowledge Database
 Available to Individuals via the Internet
Help Desk That Provides Support to
 Inquiries Submitted Via the Internet or
 Received via a Telephone Call (Level 1
 Support) & Escalate to Domain and
 Technical experts (Level 2)
One stop shop to find information
 regarding GJXDM
 Methods of Contacting GJXDM
          Help Desk
Telephone
 – Toll free number
 – Local Number
Email
Web
    • Via GJXDM Knowledgebase
        Hours of Operation
Primary Hours
 – 9:00 AM - 8:00 PM (Eastern Standard
   Time)- Monday through Friday
 – Excluding US Public Holidays
                                                               Support Process
Support Process

                                                                                                                                                           Yes
           User




                                        Researches
          User




                                                                                                                          Is the result
                                                                                         KMS Result                                           No                       Implement
                                                                                                                          satisfactory

                                User              Knowledge Management System
                                                                                                                                                      Create ticket
                                                                                          Yes
                                                                                                 No
                   GJXDM Help
                   GJXDM Help

                    (Level 1)
                     (Level1)
                       Desk
                      Desk




                                                                                                                         Research and
                                                                                                Create Ticket                                        Able to resolve
                                                                                                                         Troubleshoot
                                 Call Help Desk

                                                                  Help Desk Staff
         (Level 2)




                                                                                    No, Need Domain Specific Expertise
  Issues(Level 2)
     Domain &
     Technical
    Domain &
    Technical




                                 Domain Experts
                                  (Courts, Law                                       Technical Experts                      No, Need Technical Expertise
                                Enforcement etc.)
 Issues




                                                                                                                                                   No, Other Areas
           Referrals
          Referrals




                                                                                                      Technical                      Technology
                                       Governance                       Training
                                                                                                      Assistance                     Assistance
               Support Process
First level
  – Provided by help desk staff. Owner of all issues,
    communication and escalation

 Second Level
  – Domain and Technical Experts

 Referrals
  – Potential referral to organizations responsible for
    governance, training, technology assistance, technical
    assistance, and XSTF for GJXDM releases
         Knowledge database
Knowledge database is developed based
 on information in:
  –   GJXDM Listserv
  –   Available websites and whitepapers
  –   GJXDM Bugzilla entries
  –   Past projects experience and documentation
Updated through user feedback and
 ongoing research
                       Feedback
Your feedback will be the best way to expand
 the material available
How you can help:
  – Use the knowledge base and ask questions; if the
    answer is not there, we will find it and it becomes
    available to others
  – Suggest topics to be covered
  – Share your project/implementation information
     •   lessons learned
     •   tools used
     •   common pitfalls
     •   etc.
 Knowledgebase Categories

General/Organization
                                Getting Started




                       Topics



 Technical Questions                         Glossary
Knowledgebase Categories (contd.)
 General/Organizational
   – About GJXDM
   – Organizations involved
   – Areas of responsibility
 Technical Questions
   – Implementation Issues
   – Versions and Upgrades
   – How Do I...
   – Tools and Techniques
   – Model Structure
Knowledgebase Categories (contd.)
 Getting Started
  – XML and XML Schema Resources
  – Starter Kits
  – Pre-requisites
 Glossary
  – Commonly used abbreviations
  – Tools
  – Organizations
              Survey time
Survey is available to conference
 attendees
Main goal: find out what you need to see
 in the Help Desk and the knowledge base
Available in:
  – Paper form
  – On the web at http://www.ijis.org under news
    label.
  – It will also be posted on OJP website
          RightNow Demo
 Knowledgebase
 Issue Submission
Q&A
        Contact Information
Ashwini Jarral: ashwini.jarral@ijis.org
IJIS Institute: www.ijis.org
 Sergey Kanareykin: sergey@c4ads.org
Center for Advanced Defense Studies:
  www.c4ads.org
Jason Barnes: jbarnes@rightnow.com
RightNow Technologies: www.rightnow.com

								
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