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1. Introduction This report deals with the necessary efficiency and

1. added to the calendar automatically 86 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Self Service Knowledge Base for Independent Resolution In the End User Web Portal you can build for your end users a full database of common issues and easy how to instructions so that they can resolve issues on their own A quick search function allows your end users to quickly locate solutions Furthermore the Knowledge Base is linked to the submit service request forms so that after an end user gives their service request a title SysAid automatically presents the relevant Knowledge Base items and their solutions As administrators you can e Automatically add a service request from your helpdesk to the End User Knowledge Base e Manually add topics that you think end users will find helpful e Easily attach media files to enrich the content of the Knowledge Base items The Knowledge Base provides an essential set of resources that help your end users quickly resolve their own issues Not only will this improve their satisfaction but it will also reduce your workload and help you retain the accumulated knowledge of your administrators Allow End Users to Update Their Personal Settings End users can ensure that their own personal details are correct and choose the language they wish to work in by editing their Personal Settings e Choose the display language The End User Web Portal comes ready with over
2. i t D Table 2 List of Ticket Systems found and responsible person s Ws Table 3 Project Plan i i i i 14 Table 4 List of requirements 29 Table 5 OTRS evaluation i l i 32 Table 6 SysAid IT evaluation 36 Table 7 HelpdeskSaas evaluation 4i Table 8 Support Center Plus evaluation 46 Table 9 TicketXpert evaluation 52 Table 10 SAP Support Service evaluation p 5D Table 11 Ranking of features 59 Table 12 Ranking of prices l 60 67 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 15 List of figures Figure 1 Gyrocompass i i 3 Figure 2 Integrated Navigator System INS i 4 Figure 3 Structure of the current Support Service 9 Figure 4 Project organisation i f i 12 Figure 5 Work Breakdown Structure 16 Figure 6 Negotiation procedure i i 18 Figure 7 OTRS screenshot Admin view 22 Figure 8 TicketXpert screenshot Knowledge base l l no wo Figure 9 SysAid IT screenshot Service Desk 24 Figure 10 SAP Customer Service Module screenshot Customer Service App 26 Figure 11 Support Center Plus screenshot Open requests s 27 Figure 12 Ranking of features l l 60 Figure 13 Ranking of prices 61 68 FACHHOCHSCHULE KIEL s yy University of Applied Sciences Raytheon Anschutz 1
3. track the progress of the tickets 56 I FACHHOCHSCHULE KIEL University of Applied Sciences Article rating External communication esupport on our website or new kind of externet area This includes Manuals Software bulletin K base Customer web access initiate ticket Raytheon Ansch tz It can provide transparency and increase customer satisfaction with service level management knowledge articles and analytics which you can comment on Provide a secure personalised portal for customer support and service over the Web Provide automatic voice responses to customer inquiries or gather information for intelligent routing of inquiries A notification is sent when a supporter has attended a request Allow customers to respond by touch tone obtain or leave information and if needed connect to the appropriate contact center agent Enable customers to troubleshoot their product issues create service requests register products and warranties and track orders online sic SA Direct buttons to the tools Knowledge Base Service Management Tool E2 Customer gets ticket number and log in when e mail is received by support address automatically There is the possibilty to create links between the databases 57 I FACHHOCHSCHULE KIEL University of Applied Sciences Access to K Base One tool for all information Link to ship data in ERP system Templates fo
4. 31 03 11 All team feweaome a a a Information about the tools that 6 Days 24 03 11 31 03 11 Alex zcan service support uses and Service Support Define requirements of the ticket 30 Days 01 04 11 an 04 11 Fae ee Interview the service support 1 Day 02 05 11 02 05 11 Service center and IT department about Support IT their expectations of the ticket department and system Brainstorming team Prioritise the requirements 02 05 11 02 05 11 All team 14 Tu FACHHOCHSCHULE KIEL s University of Applied Sciences Raytheon Ansch tz Analysis of Ticket Xpert 10 Days 02 05 11 26 05 11 All team SysAidIT OTRS HelpdeskSaas Support Center Plus SAP Support Service Module Recommendation of the preferred 2 Days 27 05 11 29 05 11 All team ticket system Produce Report All Team Presentation of the 14 06 11 14 06 11 All Team recommended ticket system to Raytheon Anschutz Final presentation ppa ieee 17 06 11 All team Table 3 Project plan 4 2 Milestones Milestones were set at the beginning of the project which indicated the most important stages of the project Half way through the project however these milestones changed due to tasks taking longer than was planned and postponed meetings Below are the updated milestones Collecting information about the Service Support 31 03 11 Define requirements of the ticket system 30 04 11 Analyse features of eight ticket s
5. 44 languages and can be easily translated into more e Edit phone number email address and other contact information Keep Your Organisation Up to Date by Posting News Items The End User Web Portal includes a news section that allows you to post important events and news to all of your end users Let them know about planned maintenance time infrastructure 87 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Knowledge Base Build a Knowledge Base to Maximize the Shared Knowledge of Your IT Department Build a database of knowledge tips and how to solutions for administrators and end users This time saving knowledge base helps end users independently resolve their own issues and allows administrators to solve tickets as quickly as possible Share and Retain Knowledge to Work Faster One administrator in your department might be an expert in server disaster recovery another may be a wizard in data recovery With the Knowledge Base you can gather the combined knowledge of your IT department for everyone s mutual benefit Even if an administrator leaves or changes position your IT department can retain his accumulated knowledge and expertise Reduce Ticket Volume amp Redundancy When end users confront simple technical issues the Self Service Knowledge Base helps them find solutions on their own This reduces your overall service request volume and also ensures that you don t need to answer the sa
6. Contains all central functions for the application and the ticket system Via the web interface of the central OTRS framework Linking and supporting different databases is possible Creation of own auto answer templates to enable faster solutions 34 I FACHHOCHSCHULE KIEL University of Applied Sciences Possibility to extract the information of a ticket PDF Documentation of all incidents Organise each Service Vessel communication is in one folder vessel Table 5 OTRS evaluation Raytheon Ansch tz Ticket print view is available in PDF Custom view of all requests Overview of all events for a ticket Ticket history evolution of ticket status and actions taken on ticket Creation and configuration of groups in the desired organisation 35 FACHHOCHSCHULE KIEL University of Applied Sciences Tu 8 2 SysAid IT Raytheon Ansch tz E IT administration E Accessibility by IT B1 department 4 Site administration general settings help desk configuration users and their permissions 1 Global IT policy use SAP where possible 2 Use software with standard SAP interfaces Each contact telephone fax e mail with own number The administrator decides the access of each business unit Therefore the access by the It department can be allowed Control admin groups with customizable permissions and define support levels per admin group to track the maximum
7. Global Ticket Overviews Well known from OTRS 2 4 the global ticket overviews have been optimized to achieve increased inter activity Depending on the use case and preferences of your agents they can easily change the ticket overviews layout according to their special needs Options are small medium and large each providing a different degree of information details Accessibility The redesign includes common accessibility standards WCAG and WAI ARIA which also allows disabled users to better interact with OTRS Help Desk The US Rehabilitation Acts Section 508 has been fulfilled New Customer Interface The customer web front end can be integrated to your organizations intranet and is fully integrated into the redesigned help desk system P 73 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Archive Feature OTRS 3 0 now offers a new archiving feature With a separated archive you ll benefit from a reduced time spent for searches and increased display of results New Management Dashboard The need for a system spanning next to real time and personalized presentation of useful information led to an integrated Management Dashboard It is possible to create plug ins to display content from individual extensions alongside the standard content Standard plug ins are e Ticket volume new amp open from the last 24h 48h and 72h e Calendar including an overview of upcoming events escalations aut
8. Tu Management evaluation Product group related folders Deadline notification Ticket history and evolution Article rating B7 Easy evaluation possible Raytheon Ansch tz Partition a separate knowledge base for end users separating them from technicians with access only to simpler problems Group solutions by topics and sub topics to facilitate easier access It is also possible modifying the data base without beginning from 0 Survey mechanism to verify the satisfaction level of your customers The reports help the manager to find the requests that are open closed or overdue at any instant of time The products purchased by the account and details of the purchase can be stored along with the Account information enabling help desk crew to quickly get the customer s purchase history Configurable links for Recent Solutions and Popular solutions 48 I FACHHOCHSCHULE KIEL University of Applied Sciences External communication esupport on our website or new kind of externet area This includes Manuals Software bulletin K base E2 Customer gets ticket number and log in when e mail is received by support address automatically Customer web access initiate ticket Raytheon Ansch tz Manage all your customer accounts from one central location The Business rules will also help to organize the incoming email requests in to categories groups
9. Victoria Anthony Module Table 2 List of ticket systems found and the person responsible The project was organised by breaking down all the tasks to do into specific ones and setting the duration for the length of time they should take to complete the date the task should start and the date it should finish by which was confirmed with the company and also whom should be in charge of making sure the task is completed by the date allocated This helped our project to run as smoothly as possible as the next steps were always known 13 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences The following table shows the specific tasks the start and finish dates the duration of each task and who completed them Collecting information about the 6 Days 24 03 11 31 03 11 All team fewest a a a Information about the tools that 6 Days 24 03 11 31 03 11 Alex zcan service Support uses and Service Support Talk to the IT department to see 6 Days 24 03 11 31 03 11 Cristina and preammen seen Information about the ways in 6 Days 24 03 11 31 03 11 zcan and which Raytheon deal with phone Service Support calls faxes and e mail Information about categories and 6 Days 24 03 11 31 03 11 Victoria and subcategories of products Service Support Information about the priorities 6 Days 24 03 11 31 03 11 Alex and creme senso Collecting information about the 6 Days 24 03 11
10. and even assign necessary actions to the requests In that case an action such as sending the ticket number and log in can be programmed Customers can access a fully searchable knowledgebase submit requests register and even check on ticket status themselves This reduces the total cost of IT Service delivery Users are allowed to register through customer portal with administrator approval process Incoming requests are automatically converted to requests 49 I FACHHOCHSCHULE KIEL University of Applied Sciences Raytheon Ansch tz B10 Direct buttons to the tools Knowledge Base Service Management Tool Access to K Base One tool for all information Link ship data in ERP system that also contains all the information about our customers Share your desktop view another desktop or troubleshoot remotely without switching to a different tool Partition a separate knowledge base for end users separating them from technicians with access only to solutions they require This Integrated Knowledgebase module sharies solutions to common problems Manage all your customer accounts from one central location SupportCenter Plus has integrated APIs application which allows that different tools such as Knowledge Base or e mail software co exist and exchange information with each other These APIs allow third party applications to either extract data from SupportCenter for it s
11. Management Tool Service Field Technician Four people from Kiel Three people HH and Five people BHV who are responsible for carrying out repairs and new installations as well as worldwide coordination Service support The group of Service support is formed of eight people who provide first and second line technical support to end customers officers of ships superintendents at shipping companies service partners field technicians and the service coordination team They give support by phone fax or e mail divided into Radar ECDIS AP Gyro Steering and OEM Product Teams Also three people are working as Technical Trainers The support activities are not transparent apart from to the individual member of staff working on the customer request It can easily happen that the same request is being Supported several times or that the same customer gets different information from different supporters with or without knowing from each other In addition the performance of the support enter has to be sped up so that the customers receive quicker answers to their problems The current situation is due to The tools the Support Center uses are not communicated or linked which is the reason why it takes longer to give an answer to the customer None of these tools are directly linked to the e mail software The employees have to log into every software individually which delays the Support process The Service Tool to register the p
12. PM hd Software on oded s Analyzed 10 wy dds Data Electricity Data center Need to go New SysAid oded moshe Very 323 09 11 19 PM Center down for down for High 13 ve dh Data none Schedule Shutdown New Oded oded moshe 323 09 11 43 PM haned Center shutdown of data center Moshe 14 e Network Firewall Main Our main New SysAid oded moshe Urgent W24 08 10 14 AM a Equipment Firewall is firewall is 25 ey dh Data none Schedule Shutdown New Oded oded moshe Very W24 09 11 44 AM vor Center Shutdown of data center Moshe High 26 wo F none none SysAid ITIL SysAid ITIL New SysAld oded moshe 3 24 09 12 00 PM um Problem Problem 29 ow r Servers Exchange Setting up As part of the Open Oded Urgent W24 09 4 10 PM i Server and workflow Moshe 31 dh Data none Schedule Shutdown in Oded oded moshe Very 24 08 5 01 PM Veer Center shutdown of data center Approval Moshe High 33 ri Servers Other Reset User either Source Oded Anne Urgent 3 24 09 5 21 PM password forgot of the Moshe 38 dh none none Advanced Advanced Being SysAld oded moshe W29 09 1 17 PM to SysAid ITIL SysAid ITIL Analyzed 41 w 7 Data Electricity werywery werywery Open John manager Urgent 3 28009 4 00 PM w Center Head of 42 ww k Data none Schedule Shutdown New Oded oded moshe Very 4 2 09 5 07 PM tS Center shutdown of data center Moshe High 43 p ERP Finance erp erp Open Oded oded moshe Urgent 4 13 09 2 56 PM Le Moshe 52 R none none SysAid ITIL SysAid ITIL Being SysAid oded moshe 4 1009 5 35 PM Pro
13. Raytheon Anschiitz University of Applied Sciences Create Projects and Schedule the Corresponding Tasks When starting a project the project manager can schedule the tasks that relate to every action necessary to complete the project e Assign tasks to the appropriate administrators e Schedule deadlines and estimate the amount of time it should take to complete the tasks e Create dependencies between tasks to coordinate the order in which the tasks must be completed e Create and customize notifications that will be sent to assigned users both on the project level as well as related to individual tasks Evaluate the Business Impact of Every Task Because the Tasks amp Projects module is fully integrated with the CMDB you can evaluate the business impact of every task you schedule For example if you need to take down a server you can add the server as a Configuration Item to your task and view the relationships it has with the other elements in your network If the server is offline who and what will it impact This will help you schedule the task for a time when it will have minimal effect on the operations of your organization Create Recurring Assignments While much of your IT work involves dealing with the new and dynamic situations that arise every day there are always assignments that recur on a regular basis Tasks amp Projects allows you to create recurring tasks on a weekly or monthly basis that will send you notifi
14. be able to Basic access all software and the information stored Internal control of the software Basic general settings help desk configuration users and their permissions They must use SAP otherwise they Basic can link the ticket system with SAP using always the SAP interface Each member of staff should have a Basic personal email address telephone number and fax number Fast service to find the information Basic that the suporter needs for his support activity It gives the option of having one email Extended address per request or more than one Direct communication between Special supporters to accelerate the supporter s performance chat videocalls i e similar to Skype Private notes within a ticket provide a Special neat way to discuss a request internally before providing the customer with a response O I FACHHOCHSCHULE KIEL University of Applied Sciences 3 Management evaluation Product group related folders Easy evaluation possible Deadline notification Ticket history and evolution Article rating 4 External communication esupport on our website or new kind of externet area This includes Manuals Software bulletin K base Customer gets ticket number and log in when e mail is received by support address automatically Customer web access initiate ticket Raytheon Ansch tz The organisation of products into Basic folders to help find
15. has occurred 3 Automated commands As a central part of HelpDeskSAAS the automated commands enables control of specific commands and triggers 104 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 4 E mail to ticket conversion Transparently converts support e mails from mailbox into customer support tickets database 5 Scheduled jobs and escalations Automate daily actions such as routing and assignment define escalation rules for time before deadline or after deadline and specialist to escalate to when time expires 6 Analytics reports Get a report on virtually any dimension of your requests unresolved high priority tickets number of tickets per customer average resolution time estimated vs actual time taken etc 7 Design e mail templates E mail templates give you an easy way to predefine your email layouts Each template can use a different set of ticket attributes such as ticket subject ticket ID date created user etc 8 Multiple Queues Create queues and give the ability to automatically filter incoming tickets into those queues using configurable rules 9 Report Builder Report Builder is an innovative HelpDeskSAAS tool that allows users to customize reports thereby putting more power in the hands of users 10 Ticket History All changes made during the processing of a ticket are maintained to facilitate audit processes Every time a change occurs HelpDeskSAAS automatical
16. install the Remote Discovery service on remote networks to gain full discovery capabilities beyond firewalls and other security settings The SysAid Agent Deploying the lightweight SysAid Agent to your computers and servers can be automated and executed even from remote locations Once installed the Agent automatically pulls all hardware and software information into your SysAid server and updates SysAid in real time about every change The agent technology allows you to save time by e Remotely accessing and controlling any computer in your network e Automatically compiling an inventory of your computers Automatic Software Inventory The SysAid Agent enables automatic software inventory SysAid knows at all times which software is installed on which computers in your network Not only is this information essential to providing your end users with better support if they have problems with their software but it also helps you better track and comply with your license agreements SNMP Scanning Just as the SysAid Agent keeps you updated at all times about your organization s computers SysAid SNMP Simple Network Monitoring Protocol allows you to automatically inventory all of the SNMP devices in your network printers routers telephones switches you name it 81 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Track Your Computers There are no assets that are more common or as impor
17. manage customer tickets their account amp contact information the service contracts and in the process providing a superior customer experience About Feedback Support Center Plus 2010 License Personalize Help DZ ManageEngine plus SupportCenter Requests Solutions Contracts Accounts Contacts New Request Create h Quick Create New Request Requests gt Open Requests Open Requests Contact Name Account Showing Open Requests vi T T3 Showing 1 Admin Reports Support Log out administrator Reminders 11 Mar 2008 09 52 36 PE ENAT NE NARI Refresh this page Never 16 of 16 Show per page Email New Request Edit Request Delete Pick up Close Merge J Select Support Rep v Assign Tite Contact Name Ph ane EF Re Web Conferencing Adam i i H 2 Request Title E7 Adding Business Service Manmonk E7 Out of Office Reply Newman EF Query against SQL Database Desktop Problem Description Shawn Adams JohMcRow E7 Some Networking Problem John Roberts E7 Asset Scanning Chand Save Requests v Add more Details Review the New Product feature Jim Jack E7 Re Announcement posted John Traicos E7 Need licensed software Shawn Adams Search in E7 Req IP Configuration John Roberts Enter Keyword Go p Re Web Conferencing E7 Need a machine in Inte
18. measure the distance to the bottom by means of sound waves in order to obtain depths for charting purposes Communication Systems GMDSS A3 Special Equipment for Naval Integrated Bridge and Navigation System Surface Vessels for Naval Vessel Gyro Compass Standard 22M Display Family Marine Inertial Navigation System MINS 2 Tu FACHHOCHSCHULE KIEL University of Applied Sciences Special Equipment for Submarines Maritime Surveillance System Table 1 Product range Raytheon Ansch tz Submarine Systems Gyro Compass Standard 22M Display Family Submarine Steering Control Rudder Position Transmitter Marine Inertial Navigation System MINS 2 Seawater Measuring System Wireless Battery Monitoring System Battery Monitoring System Retrofit Solution Hoistable Mast Control System Naval Rack System CSS Coastal Surveillance Systems Mobile Radars Basic Radars Advanced Radars Tu FACHHOCHSCHULE KIEL T CHHOCHSCHULE K Raytheon Anschiitz University of Applied Sciences 2 3 Current situation of the support service Raytheon Anschutz is today providing a service support center which is not performing effectively Firstly the different departments within the service support center are shown below to understand how they are organised Service coordination Six people taking service requests from customers by phone e mail or fax coordinating worldwide service and they run the web Client Service
19. problem change 108 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Task Management Objects Project Release Work Package Work Item Optional number of hierarchies and objects Expiration date Categories Project management Task Hierarchy Tree Hyperlinks between tasks Relocation moving of tasks and task trees Reminder function Data inheritance for sub tasks Parent tasks can only be closed when sub tasks are finished Multiple views Task2Mail LDAP Support Outlook integration Freely definable Workflow Service Level Management SLM Optional number of SLA s OLA s Optional number of contracts services priorities and escalations Scope dependent on user configuration items DB fields and assistants Automatic as well as manual escalation possible Automatic notification in case of critical events Fixed as well as dynamic SLM links Event oriented escalation Event notification to freely configurable media E Mail text messages fax etc Early warning system for the recognition of trends Freely definable Workflow Workflow Management Freely definable Workflows ordering ITIL Workflows new employees etc Workflow Designer drag and drop based Workflow Engine processing 109 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Workflow Monitor Dispatching and rule management flexible routing mechanisms Rules freely definable Completely
20. the End User Web Portal allows end users to easily initiate a chat with online admins If they re contacting you about specific service requests they can supply the service request number when they initiate the chat End users can leave messages which are automatically converted to service requests if no administrators are online Allow Your End Users to View and Check Their Service History The key to ensuring end user satisfaction is keeping them informed about the status of their service requests In the End User Web Portal end users have a window into the processes of your IT department so that they stay updated and trust that you re giving them the needed attention End users can e View a complete list of service requests they ve submitted e Check on the resolution status of pending service requests e Close service requests that they have submitted e View notes that administrators have left for each service request e Leave notes on service requests to update administrators e Nominate supervisors that can monitor the state of their unit s service history SysAid Calendar to Keep Your End Users Informed A calendar view is available in the End User Web Portal that shows end users the request dates of the service requests they submitted the due dates of these service requests and all group events that are relevant to them Because the End User Web Portal Calendar is completely integrated with your help desk all of this information is
21. the end user Optimize Your Speed and Performance SysAid Remote Control automatically chooses from multiple compression methods to ensure that your connection is both high quality and fast even when working from remote locations Maintain Privacy and Security Your security is SysAid s top priority so every remote session is supported by single click mode technology All remote control sessions are initiated by the Agent and you can configure the system so that only the end user can agree to remote access of their computer e Built in authentication methods protect against attacks e Encryption of all communications between the host and local connection e No open ports on the end user side required All remote control sessions are logged in the asset activity log for auditing e Manage the permissions of administrators who can perform a remote control from within SysAid 84 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Improve Support and End User Satisfaction e Minimize your end user s downtime by seeing and understanding their problems more quickly e Share the screen with your end users see what they re seeing and walk them through resolution procedures e Show them how to resolve issues themselves Integrated Inter Modular Approach You don t have to start up a separate tool or access the exact asset information in order to connect to a remote computer SysAid Remote Control is f
22. the needed information Consequently the problem is consulted and documented in the Service Knowledge Base where all references to the range of products and technical problems are available The following step consists in transmitting this solution to the Logistical System where it is registered Finally through the e mail software Lotus Notes the solution is sent to the customer Nevertheless the fact that these softwares remain separated delays the affectivity of the support For this reason Raytheon Anschutz wants to scan all the documents printed on paper to an electronic form and situate them in a system called D3 which will be linked to the e mail software making the process of support faster Furthermore a powerful tool called SAP is going to be installed so that they will not need the Logistical System anymore 10 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 3 Ticket system This chapter will explain what a ticket system is What advantages it has and why it is useful for an organisation to install it A ticket system is a multi user interface which integrates inquiries created via email phone and web based forms It manages organises and records all support requests and responses in one place while providing customers with accountability and responsiveness Such a system in a software is needed because raising a troubled ticket is as convenient as putting forward the applications in a
23. to allow centralized access IBS INS to sensor information or control from workstations with the aim of increasing safe and efficient ship s management by qualified personnel Radar Systems Electronic NSC Radar Chartradar Sea Charts ECDIS Conning Object detection system which NSC ECDIS Electronic Chart Display and uses electromagnetic waves Information System specifically radio waves to NSC ECDIS Retrofit Solution determine the range direction or NautoConning speed of both moving and fixed objects Tu FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Autopilots NautoPilot NP5000 series Mechanical electrical or hydraulic NautoPilot NP2000 series system used to guide a vehicle PilotStar D without assistance from any NautoPilot NP60 personnel Steering Control Systems Nautosteer Steering System Steering Stand ComPilot 20 Rudder Angle Indicator System Compass Systems Gyro Compass System Standard 22 Systems which can find true north Standard 22 Retrofit Solution by using an electrically powered Steering Repeater fast spinning gyroscope wheel and Bearing Repeater frictional or other forces in order Digital Repeater to exploit basic physical laws and Nav Data Repeater the rotation of the Earth Multi Display Course Printer Echo Sounder Echo Sounder System that uses pulses directed from the surface or from the submarine vertically down to
24. web based Plug in architecture Multilevel escalation through application of multiple conditions Tracing process tracking Integration of Directory Services LDAP XML import export of Workflows Easy creation of HTML forms Numerous interfaces LDAP SQL WebDAV etc Process Rollback Enterprise Application Integration EAI Script Engine VB WSH Windows Scripting Host etc Knowledge Management KB Ranking and rating Freely definable templates FAQ KB articles documentation instruction etc Release process Version management Attachments as links or URL MS Sharepoint Services Integration Spelling and grammar check Recommend articles Subscribe to articles Expiration date of articles Complex search full text keywords asterisks Integration in ticket registration Integration in Ticket Integration and import of other KBases Solution assessment in KB and Ticket Interactive registration of known errors FAQ based on Tickets and KB Freely definable Workflow 110 FACHHOCHSCHULE KIEL yy University of Applied Sciences Raytheon Anschutz Configuration Management CMDB CMDB integrated into Workflows and Tickets Automatic and manual inventory update Lifecycle management SLM Integration Freely configurable attributes Change history Manual and automatic data registration Inventory data integrated into Tickets Remote control Netviewer PC Duo NetOp NetMeeting etc Asset Importer enteo te
25. 11 Ranking of features O O For example the total number of basic requirements from TicketXpert was 14 and this was multiplied by 50 The 1 extended requirement was multiplied by 35 and the only special 1 by 15 The final score was achieved by adding each of these multiplications together The graph below shows the tickets systems and the amount of requirements which they fulfil It is clear to see that there is no significant difference between ticket systems OTRS Helpdesksaas and SysAidIT For example Helpdesksaas scores only 15 less than SysAidIT It is also clear to see that Support Center Plus fulfils the most requirements and TicketXpert fulfils the least The two Ticket Systems Support Center Plus and SAP Customer Service which were recommended to research by Raytheon Ansch tz ranked the highest 59 FACHHOCHSCHULE KIEL m yy University of Applied Sciences Raytheon Anschutz Figure 12 Ranking of features The ticket system which suits best with the needs of Raytheon taking into account only the functional aspect is Support Center Plus 9 2 Economical Ranking The following table shows the six ticket systems and the prices which they will cost to purchase Ticket System OTRS 2 499 SysAid IT 2 116 TicketXpert 1 868 Helpdesksaas 3 040 SAP No price found AIl prices are for 1 year 20er ae pack Supportcenterplus 2 568 Table 12 Ranking of prices 60 I FA
26. 6 Appendices A Interview with Raytheon Anschutz Below is list of questions which were asked to Raytheon Anschutz in order to find out more information about their products their priorities and current software tools 10 11 12 Is the classification in categories and subcategories correct Are these all products that we need to include in the data base How should we classify the priorities Very high high medium low very low for example How to establish the priority order of communication between Raytheon and the suppliers and customers when a request is made email fax telephone How to establish the priority order of the incidents problems Could we create a chat to solve the incidents problems faster Could you bring us some information about the company departments and the products of each department Could we use your current software in order to try to improve it Which tools do you use What do you like about your current software What do you not like about your current software Could you brainstorm the requirements you would like to have ideally Could you prioritise these requirements into essential and desired requirements 69 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences B Ticket System Further information B 1 OTRS OTRS is a web application which can be used with every HTML compatible web browser The web interface of OTRS does not use active web cont
27. CHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences This graph represents the prices of the ticket systems where it is evident to see that there difference between the most expensive HelpdeskSaas and the least expensive TicketXpert is 1172 while the gap between the rest is even less Figure 13 Ranking of prices 9 3 Recommendation From the economical aspect the gap between the prices is not as high as to cause an issue aS mentioned before The average difference is approximately of 500 which is not so significant for such a successful company Consequently we consider the functional aspect as the most important to base our recommendation The graph clearly shows the software with fits better with the needs of Raytheon Anschutz is Support Center Plus Therefore taking into account the costs of the ticket systems and the amount of requirements that they fulfill our recommendation to Raytheon Anschutz is Support Center Plus 61 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 10 Conclusion To summarise the reasons why the Support Center of Raytheon Anschutz is not completely efficient in dealing with customer requests In order to improve this situation the company decided to implement a Ticket System Once we knew the requirements which the software should accomplish it was possible to start to analyse the ticket systems found These requi
28. CHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences The features of HelpDeskSAAS can be sorted into 3 ways a General Features b Support Ticket Management c Knowledge Base a General Features 1 Permission based access The permission system gives you fine grained control over what exactly each user can do and the ability to isolate access points for a single customers group 2 Public or private site Allow visitors to access part or all of a site without having them sign in Depending on your organization s requirements you can close the site to anonymous visitors 3 Site administration The administration section includes general settings help desk configuration users and their permissions and account monitoring 4 Customising appearance Add your own logo and custom text in just a few mouse clicks The appearance settings section allows you to set background themes menu and welcome page 5 Multilingual Automatically displays multilingual application interface based on user s browser language Available in English Spanish German French and Portuguese b Support ticket management 1 Ticket processing based on actions The most important ticket actions are enabled through the simplified user interface for concurrent processing 2 E mail notifications and alerts Based on predefined notification rules your customers agents and managers are automatically notified when a new event
29. Increase sales and reduce transaction costs by turning the Internet into a valuable sales marketing and service channel for businesses and consumers Increase profitability and reach new markets with functionality for e marketing e commerce e service and Web channel analytics Deploy these capabilities directly against the SAP ERP application or with SAP CRM as a fully integrated customer channel Business communications management Improve contact center and communication dependent business process effectiveness and reduce costs through SAP Business Communications Management an all software IP based communications solution natively integrated with SAP CRM Whether customers contact your company by phone e mail chat text message or fax SAP Business Communications Management routes the contact to the right person with the right skills whether the person is in the office or working remotely all without the need for costly cumbersome hardware based communications systems significantly reducing total cost of ownership Real time offer management Advanced recommendation engine that optimizes any decision making process across all customer interaction channels enabling you to take the most appropriate next action to enhance customer relationships and maximize your customers lifetime value SAP CSM also supports several industry specific processes with functionality designed to meet the individual needs of dive
30. MS NET technology e Postback optimization through Ajax e Webservices and remoting technology e Oracle support e SQL support 113 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences B 5 Support Center Plus Workflow 3rd Party Apps Microsoft Outloal ou N Le E J Web Portal cs Customer t iig Account amp Contact Management gt 95 E mail lt P Phone New Ticket gf ee nae t Twitter as Check Verity Assign to Workflow Rules Customer Support Contract SLA Representatives wah i Reports for Analysis zl Measure customer feedback survey Kn oe ge Customer Lite 4 Ky acknowledges Respond to Customer Fn inet the resolution wits lt nloden Ticket Management E Mail Response Management Automatically handles incoming email messages according to the specified rules Unique incoming email IDs sender name and sender ID can be configured for each business unit Create multiple templates with different values for each department make ticket creation faster than ever Spam filter can be configured to filter unwanted spam mails coming into the Support system 114 Tu FACHHOCHSCHULE KIEL University of Applied Sciences Customer interaction management Multiple ways of creating a ticket phone email forums or twitter Automatic notifications when a request is raised updated or closed survey mechanism to verify the satisfaction level of you
31. Systems CSV Comma Separated Values CTI Computer Telephony Integration DNIS Dialled Number Identification Service EAI Enterprise Application Integration ECDIS Electronic Chart Display and Information System ERP Enterprise Resource Planning FAQ Frequently Asked Questions HTML Hyper Text Markup Language IBS Integrated Bridge System INS Integrated Navigation System IT Information Technology ITIL Information Technology Infrastructure Library ITSM Information Technology Service Management KB Knowledge Base 65 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences LDAP Lightweight Directory Access Protocol MIME Multipurpose Internet Mail Extensions MINS Marine Inertial Navigation System OTRS Open Ticket Request System PDF Portable Document Format PGP Pretty Good Privacy RMA Return Material Authoritation RSS Really Simple Syndication RTF Rich Text Format SAP Systems Applications and Products SLA Service Level Agreements SLM Service Level Management SQL Structured Query Language TAPI Telephony Application Programming Interfaces TXP TicketXpert WAI ARIA Web Accessibility Initiative Accessible Rich Internet Applications WCAG Web Content Accessibility Guidelines XLS Excel Spreadsheet 66 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 14 List of tables Table 1 Product Range
32. Ticket Express Help Desk Software Free Trouble Ticket Software 2003 2011 Online Available from http www troubleticketexpress com Accessed 02 March 02 June 2011 63 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 12 Bibliography Anderson G W 2003 SAP Planning Best Practices in Implementation Sams Publishing Braude E Bernstein M 2001 Software Engineering Modern Approaches Wiley Higday Kalmanowitz C 2005 Implementing Service and Support Management Processes A Practical Guide Van Haren Publishing Krumbholz M Maiden N 2001 The implementation of enterprise resource planning packages in different organisational and national cultures Information systems Vol 26 Issue 3 pp185 204 Maciaszek L A 2005 Requirements Analysis and System Design Pearson Raytheon A 2008 Online Available from http www raytheon anschuetz com Accessed 02 March 03 June 2011 Sankar C S and Rau K H 2006 Implementation Strategies for SAP R 3 in a Multinational Organization Cybertech Publishing Hershey PA 64 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 13 List of Abbreviations ACD Automatic Call Distribution ANI Automatic Number Identification API Application Programming Interface ASP Active Service Providing CMDB Configuration Management CSS Cascading Style Sheets CSS Coastal Surveillance
33. Without a connection to the power supply booting is not possible Solution Plug the workstation s power supply cable into the plug socket Attachment j 1 of 1 selected U Caption Location 4 gt 0 of 0 selected Page 1 of 1 Cancel ee l dearna Figure 8 TicketXpert screenshot Knowledge Base TicketXpert 2011 23 Tu FACHHOCHSCHULE KIEL University of Applied Sciences Raytheon Ansch tz 3 SysAIdIT not open source SysAidIT offers a powerful and dynamic web based infrastructure solution for the internal and external service desk SysAid products combine features with easy to use installation and integration Two main products are SysAid IT for the internal IT Helpdesk and SysAid Customer Service Software CSS for the external Customer Service Desk Service Desk Records 1 10 of 2 299 Toga cA IESE v7 5 03 Enterprise Edition Account cmdb User daid f 170 1 of 230 gt i SysAid IT 2011 Search whoo nan SR Type _ Status Assigned to Group A Category _ Urgency Priority All E Active All All Groups a All Categories my Ean wy CAN o sekce N p commit ula ali SS ee eee Alert Request Category Sub Title Description Status uost Assignedto Urgency Due Request time Type Category user Date 5 he Basic Other Install Visio Install visio Being SysAld odged moshe Urgent W23 09 10 59
34. and add notes to future Jobs can view account statments etc 43 I FACHHOCHSCHULE KIEL University of Applied Sciences a Data availability B10 Direct buttons to the tools Knowledge Base Service Management Tool Access to K Base B One tool for all information 13 Link ship data in ERP system that also contains all the information about our customers B14 Templates for quick answers Raytheon Ansch tz There is no evidence of this requirement Assign permissions for access to each category by client s Organization or group and set them to be either visible or private for internal support staff Access to all documents that list and answer the most common questions on a particular subject is available All Customers have the possibility to access these documents There is no evidence of this requirement Integrated APIs application which allows that different tools co exist and exchange information with each other Set predefined answers that can be inserted into any reply by a single mouse click E mail templates give you an easy way to predefine your email layouts Each template can use a different set of ticket attributes such as ticket subject ticket ID date created user etc 44 I FACHHOCHSCHULE KIEL University of Applied Sciences B15 Possibility to extract the information of a ticket PDF Documentation of all incidents Organise each Serv
35. and automatic notifications in V case of critical events Whiteboards news with expiration dates Freely configurable notifications news B8 Ticket history and evolution Protocol and history of tickets Article rating Ability to rank rate and recommend articles External communication esupport on our website There is no evidence of this or new kind of externet requirement area This includes Manuals Software bulletin K base Customer gets ticket number An automatic reply e mail giving a and log in when e mail is ticket Mail2Ticket with Reply received by support address Tracking automatically Ul m e 0g JJ 09 N A UJ N N Customer web access There is no evidence of this initiate ticket requirement 53 I FACHHOCHSCHULE KIEL University of Applied Sciences a Data availability B10 Direct buttons to the tools Knowledge Base Service Management Tool Access to K Base One tool for all information Link ship data in ERP system that also contains all the information about our customers Templates for quick answers Possibility to extract the information of a ticket PDF Documentation of all incidents Organise each Service Vessel communication is in one folder vessel Table 9 TicketXpert evaluation Raytheon Ansch tz There is no evidence of this requirement Complete access just for the IT administrators The end users have just acces
36. and workaround methods for the fast and efficient resolution of problems r 98 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences An Integrated Approach for Effective Problem Management SysAid ITIL Problem Management is highly integrated with SysAid s other modules to help you quickly access the information and functionalities you need for effective problem solving e Easily add incidents to problems from within the incident or problem form e Link assets configuration items tasks projects FAQs changes and other problems to the problem e Access the CMDB for effective analysis of root causes and business impact API amp Advanced Customisation Integrate and Customise Your Help Desk with API and Advanced Customization Each organisation has its own unique set of demands and challenges and you may have very specific needs that require a system which is tailor made to your IT processes With API and advanced customization features SysAid allows you to build any functionality you need hook into SysAid and easily integrate your help desk with your third party applications e Integrate SysAid with your existing applications e Build custom triggers to perform custom manipulation of forms and form data e Create additional fields for your forms and customize the logic behind them e Add your own validation rules Manage Your Cross Platform Processes with SysAid API SysAid s application prog
37. anually entering the same information Admin Groups and Permissions Control admin groups with customizable permissions and define support levels per admin group to track the maximum support level that each service request reaches You can also define permissions for individual administrators Responsible Administrator Specify the administrator who is responsible for the handling and resolution of a service request or assign the service request to a specific administrator group Satisfaction Surveys The best way to know if your end users are satisfied is to ask them When closing a service request provide your end users with a survey for them to evaluate their Support experience This can provide you with important insights into how your service is valued and perceived Knowledge Base Find solutions in a database of common service requests and their resolutions Perform a smart search from within a service request to identify similar issues in the Knowledge Base In addition SysAid helps you build your Knowledge Base by allowing you to automatically add all resolved service request solutions as Knowledge Base items Add these items to the End User Knowledge Base to enable end users to resolve issues on their own Maximize the shared knowledge of your IT department The time saving information contained in the administrator Knowledge Base helps you learn from other IT administrators as well as your own previous experiences to find the
38. best solutions as quickly as possible Automatic Asset Attachment When an end user submits a service request using the F11 hotkey the asset they are using is automatically attached to the service request This gives you instant access to 78 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences their asset information from within a service request keeping all information easily in reach Message Log and History All correspondence you have with an end user about a specific issue is saved within the relevant service request That means that you don t have to search through your email or chat archives to track down what you discussed with an end user last week Every modification you make to a service request is documented so that you can access a full history of the service request s life cycle Parent Child Service Requests If a certain incident happens more than once or is submitted many times you can attach multiple service requests to a single parent service request All changes you make to the parent service request automatically affect the children service request SO you don t have to update each one individually End User Web Portal A central hub where your end users can submit service requests access the Knowledge Base to independently resolve their own issues track their service history and participate in change processes Email Integration When an end user sends an email to
39. blem Problem Analyzed 54 p User Laptop Can access No internet Source Oded oded moshe 4 22 09 1 25 PM i Workstation the internet of the Moshe lhe ad Boeg pt eyen apan ne fsrelease7com Figure 9 SysAid IT screenshot Service Desk SysAid IT 2011 24 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 4 osTicket open source osTicket easily integrates inquiries created via email telephone and web based forms into a simple easy to use multi user web interface It manages organises and archives all support requests and responses in one place while providing customers with accountability and responsiveness osTicket system creates tickets via website e mail or phone Incoming tickets are saved and assigned to supporters and help users resolve their issues osTicket helps make more efficient Support requests and improve customer support by providing supporters with tools they need to deliver fast effective and measurable support osticket 2011 5 Trouble Ticket Express open source Creating a trouble ticket is now as easy as submitting a web form while the help desk software assigns unique number to each service request and saves it in the database to review at any time Truly scalable solution start with a plain text database upgrade to the industry strength MySQL or Microsoft SQL Server engine as the customer s needs grow Troubleticketexpress 2011 6 SpiceWorks open source The Sp
40. cations via service request email or SMS text message Monitor the Progress of the Project Once you ve created tasks for all of your project actions you can ensure that they re being properly executed using a variety of assessment tools e View a log of all activities that your administrators have taken during their task completion 93 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Run reports to see the status of all tasks and projects and the percentage of their completion e Intuitive Gantt charts give you a graphical view of the project s progress with the corresponding tasks grouped per category e Read a history of all changes to the project and its corresponding tasks Manage Tasks for Multiple Projects You can easily manage all of the tasks that your IT department is working on for all projects The task list shows you the project each task belongs to as well as its category status start time end time estimated completion time and progress percentage Access the activity log for every task to see which actions have been taken and view detailed Gantt charts that show all of the tasks and their progress grouped per category Faster Problem Solving and Simpler Root Cause Analysis The CMDB allows you to easily track the state of your CIs with intuitive visual indicators Every CI is represented with a corresponding icon and these icons change colors to reflect associated incidents proble
41. chmark also provides you with a local history chart that displays activity trends over the past 60 days Tools for Making Smarter Decisions Our SysAid experts provide in depth explanations of how every measurement is calculated and offer advice on what you can do to improve in the future An active IT Performance Benchmark Forum in the SysAid Community provides you with important insights explanations and feedback to learn what your own performance means and what actions other SysAiders have taken to succeed The measurements are added and updated on a regular basis so that you re always informed on your performance and progress 102 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences B 3 HelpDeskSAAS HelpDeskSAAS is designed to support processes on both sides of the help desk Team members with the appropriate access permissions can monitor the entire service Support functionality from the browser of any web connected computer On the other side both internal and external customers can browse the online knowledge base submit a request or check the status of their open requests HelpDeskSAAS automates several support management tasks and as a result Support organization can keep everyone informed provide superior service improve problem resolution times and keep end users satisfied Self Service Portal raises to service desk to new heights of productivity unlimited number of internal and external customer
42. chments 70 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Mail interface e Support for mail attachments MIME support e Automatic conversion of HTML into plain text messages more security for dangerous content and enables faster searching e Mail can be filtered with the X OTRS headers of the system or via mail addresses e g for spam messages e PGP support creation and import of own keys signing and encrypting outgoing mail signed and encrypted messages can be displayed e Support for viewing and encrypting S MIME messages handling of S MIME certificates e Auto answers for customers configurable for every queue e Email notifications for agents about new tickets follow ups or unlocked tickets e Follow ups by references or In Reply To header entries Tickets e Expanded queue view fast overview of new requests in a queue e Tickets can be locked e Creation of own auto answer templates e Creation of own auto responders configurable for every queue e Ticket history overview of all events for a ticket changes of ticket states replies notes etc e Print view for tickets e Adding own internal or external notes to a ticket text and attachments e Ticket zooming e Access control lists for tickets can be defined e Forwarding or bouncing tickets to other mail addresses e Moving tickets between queues e Changing setting the priority of a ticket e The working ti
43. customer faster Create notes in a particular ticket to provide information to other support staff can be configured to show that to contact 37 I FACHHOCHSCHULE KIEL University of Applied Sciences Management evaluation Product group related folders Easy evaluation possible Deadline notification Ticket history and evolution Article rating Raytheon Ansch tz Customise how the information is collected in different folders depending on what information is contained in each file Survey mechanism to verify the satisfaction level of the customers There is no evidence of this requirement The Asset Management module is completely integrated with SysAid s Help Desk so the supporter can quickly check the Help Desk to identify which issues an asset has experienced before and view the asset from within a service request The service request history will tell the supporter which previous actions were taken in the past to successfully resolve the incident and provide him with other essential information It allows the articles to be rated so it is possible to refer to the most researched ones 38 I FACHHOCHSCHULE KIEL University of Applied Sciences External communication S4 esupport on our website or new kind of externet area This includes Manuals Software bulletin K base 2 Customer gets ticket number and log in when e mail is received by Support addre
44. dline escalating time in hours and specialist to escalate to when deadline expires It allows you to handle the automatic escalation of incidents as their severity increases 42 Tu FACHHOCHSCHULE KIEL University of Applied Sciences B8 Article rating Ticket history and evolution Raytheon Ansch tz All changes made during the processing of a ticket are maintained to facilitate audit processes Every time a change occurs HelpDeskSAAS automatically records all processes and results Allow or disallow users to rate the questions and answers so it is possible to refer what information the users search for List most popular articles and answers according to user votes and the latest published articles S4 esupport on our website or new kind of externet area This includes Manuals Software bulletin K base E2 Customer gets ticket number and log in when e mail is received by support address automatically 5 S Customer web access initiate ticket Add knowledge base entries using the integrated HTML editor and create rich text links lists etc directly through your web browser One unique number is sent to Customer for each e mail after receiving e mail by Support Service automatically Provides the Customers with the ability to login and view the jobs products account information can be setup Customers can update e mail adress phone numbers can view cancel
45. dministrator determines the access only to solutions the users require sender name and sender ID can be configured for each business unit it also provides the ability to configure multiple email IDs per Business Unit that helps in automatic routing of requests to the respective Business Unit 46 I FACHHOCHSCHULE KIEL University of Applied Sciences Internal communication Direct system advice to the supporter address e mail for the ticket Lumber Online chat Different one support S2 Team internal notes Raytheon Ansch tz Searchable knowledge base solutions indexed by specified keywords Group solutions by topics and sub topics to facilitate easier access Access Most Popular and Most Recent solutions quickly using preset views User s accounts can be stored in one central location in hierarchical format Easily group related contacts together in a single account which shares similar problems and requests The members belonging to these accounts amp subaccounts can also be managed separately There is no evidence of this requirement The support staff can add necessary notes in order to serve the customer faster Create notes in a particular ticket to provide information to other support staff can be configured to show that to contact Simple to do lists can be created for a particular action on a ticket 47 FACHHOCHSCHULE KIEL University of Applied Sciences
46. dware software and catalog products e List of all assets with details as specific as every asset s purchase date display resolution warranty expiration supplier and even which cubicle it s now located in e The software products that are installed on every computer e Every change that has happened to every asset e Reports on inventory aging Manager IT Dashboard for a Real Time Overview of Your Performance The IT Manager Dashboard works as a management platform that gives you visibility into your helpdesk asset management monitoring SLA management and project KPIs In one centralized location you can see you see all of your important IT data displayed in intuitive charts and graphs The IT Dashboard also provides a wide variety of built in and customizable reports to keep you informed at all times Evaluate your help desk workload Keep your finger on the pulse of your help desk with charts showing you the number of active service requests See when your IT department is at its busiest and evaluate if it s normal peak hour activity or if something unusual is increasing your service request volume Track your inventory Monitor your asset aging CPU types and operating systems used in real time You can even create charts on details as specific as the display memory display resolution model supplier and catalog numbers of your assets Evaluate your service quality View charts on how long it s taking your team
47. e essential whereas the others were simply desirable Below is a list of the ticket systems 1 OTRS not open source OTRS is a software for managing a wide range of business departments including the help desk support center and IT Based on functions of a trouble ticket OTRS allows support internal IT support desk and many other departments to respond promptly and responsibly to customer inquiries The OTRS ticket system can help a team of supporters answer the many emails they receive easily and with avoiding expected communication problems OTRS 2010 You are logged in as 1 1 DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN Q Admin Agent Management Customer Management Email Settings Agents Groups Customers Customer Companies PostMaster Filters PostMaster Mail Accounts Agents lt gt Groups Roles Customers lt gt Groups Customers lt gt Services Email Addresses S MIME Certificates Agents lt gt Roles Queue Settings Queues Responses lt gt Queues Auto Responses lt gt ueues Attachments lt gt Responses Signatures Roles lt gt Groups Responses Auto Responses Attachments Salutations Ticket Settings Agent Notifications Types Priorities Service Level Agreements Notifications Event States Services PGP Keys System Administration GenericAgent Session Management System Log SysConfig Support Assessment Admin Notificati
48. e sub queues The other 10 agents have permission to access all queues of the system These 10 agents dispatch tickets watch the raw queue and move spam messages into the junk queue The company now opens a new department that sells some products Order request and acceptance order confirmation bills etc must be processed and some of the company s agents shall do this via OTRS The different agents have to get access to the new queues that must be created Because it would take a long time to change the access rights for the different agents manually roles that define the different access levels can be created The agents can then be added to one or more roles with their rights automatically changed If a new agent account is created it is also possible to add this account to one or more roles Auto responses OTRS allows sending automatic responses to customers on the occurrence of certain events such as the creation of a ticket in certain queue reception of a follow up message on a ticket closure or rejection of a ticket etc 76 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences B 2 SysAid IT features Help Desk By automating your help desk processes SysAid Help Desk helps you handle issues as quickly and efficiently as possible You can configure parameters based on your IT department s requirements and business goals to ensure that administrators focus their energy to where it s really
49. ed charges bill your customers accordingly Service Level agreements SLAs Manage SLAs based on priority requester department category or contracts Create and apply rules based on response time and resolved time Enable 4 levels of escalations and put the tickets in a different queue if it is not responded resolved in the specified time Customer Experience Management Customer portal Embed the customer portal to your website for ticket creation user registration view knowledge base by your customers Change the look and feel of the customer portal with extreme flexible Customizations 117 Tu FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences Computer telephony Screen pop with caller information and one click review create requests to each Support rep Click to dial your customers instantly Remote assistance One click email to customers to provide remote assistance Share your desktop view another desktop or troubleshoot remotely without switching to a different tool User surveys Create and trigger users surveys automatically on completion of a request Monitor or report your supportrep s company s performance from customer s view Reports Dashboards amp KPIs Reports amp Dashboards helps summarize information across various modules and present it for easy analysis Dashboards amp KPIs Dashboards are mainly intended for keeping the help desk c
50. ed offerings that provide on demand support and help managing technical risk in all phases of the SAP application lifecycle SAP 2010 Customer Service Execution composite application le O Service Request Creation Service Order Creation Service Confirmation i Process Activities identify Pr Customer Hitech AG_ESEC Customer 11712 Equipmert 10006425 Equipment Mecdtec R 3100 Personal Compu Name D D Which object part is damaged What is damaged Why is it damegped othrerboand access tf Q hoorect Canfiourath St v Access iG Network Not Posshie bd D Q on lw Contiewe Back Which object part is damaged Wheat is damaged Why is t damaged n a Power Pack No Power Supply to Computer Detective Power Suppty Graphics Card Operating System Does not Boot Incorrectly installed Operating System Motherboard Computer Crashes Broken Hard Drive Floppy Disk Drive Access to Network Not Possible Overload Hard Orrve Hard Disk Oud Of Order incorrect Contiguration CDROM Diskette Cannot be Read bnmurity CD ROM Cannot be Read Fauty Operation Not Possible to Copy to Diskette Constructive Error Screen Biarik BOM has tem missing Figure 10 SAP screenshot Customer Service application SAP 2010 26 FACHHOCHSCHULE KIEL yy University of Applied Sciences Raytheon Anschutz 9 Support Center Plus not open source SupportCenter Plus is a web based customer support software that lets organizations effectively
51. ent like Flash or Java applets to ensure that the system is usable with mobile phones or other mobile computers To use OTRS no special client operating system is necessary only an HTML browser is needed OTRS is separated into several components The basic component is the OTRS framework that contains all central functions for the application and the ticket system Via the web interface of the central OTRS framework it is possible to install additional applications like a web mailer a content manager a file manager a web calendar and a tool to monitor system status information The following list gives an overview of the features included in the central framework Web interface e Easy and initial handling with a web browser e Because no active web contents like Flash or Java applets are used the web interface is usable with most web browsers even with mobile phones or other mobile computers e A web interface to administer the system via the web is available e A web interface to handle customer requests by employees agents via the web is integrated e A web interface for customers is available to write new tickets check the state and answer old tickets and search through their own tickets e The web interface can be customized with different themes own themes can be integrated e Support for many languages e The appearance of output templates can be customized dtl e Mails from and into the system can contain multiple atta
52. ere closed during a specific period of time Average service requests closed per admin The percentage of service requests closed per admin out of the total number of closed service requests during a specific period of time Percentage of service requests opened via incoming email The percentage of service requests that were opened via incoming email Average resolution time of service requests The average resolution time of closed service request as calculated by IT Benchmark s configured default timer during a specific period of time 101 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences End user to admin ratio The number of end users per administrator in your organization The Bigger Picture Because your IT department is a dynamic constantly evolving environment these interrelated measurements can help you see the bigger picture and identify the root issues that affect your IT performance For example you may see that compared to last year the average resolution time of service requests has increased You then notice that this increase began exactly the same month the end user per admin ratio went up This suggests that your administrators may be overwhelmed by the higher end user to admin ratio and cannot resolve service requests as quickly You can then decide to investigate the matter further and take the proper course of action To further evaluate your IT performance the IT Performance Ben
53. ery new request the system generates an auto answer and sends it to the customer so that the customer knows that his request has arrived and will be answered soon OTRS 2010 11 FACHHOCHSCHULE KIEL se I A ae Raytheon Ansch tz University of Applied Sciences 4 Project Organisation The project was organised by The Fachhochschule Kiel with Raytheon Anschutz The task of the EPS team is to work with the customer service department and the IT department in order to improve the support which the customers of Raytheon Anschutz recieve by implementing a Ticket System Fachhochschule Kiel Project Implementing a Ticket System 4 EPS Team Customer Service IT Department lex Rodr guez Erhard Rohwer Cristina R denas Service Manager zcan Yildirim Victoria Anthony Service Coordination Service Support Service Field Technician Figure 4 Project organisation 12 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 4 1 Project Plan The project was organised so that everyone was committed and involved equally in order to achieve success Specific roles and responsibilities were assigned to each member in the group Below is a table to show who was responsible for collecting information about each ticket system Ticket Systems Responsible OTRS Ozcan Yildirim eTicket System Cristina R denas Ticket Xpert Alex Rodriguez SysAidIT Cristina R denas SAP Customer Service
54. etc Free media integration White Pages etc Reporting and Statistics MS SQL Reporting Services Export formats HTML PDF XLS TIFF CSV XML etc Drilldown and Image Map based Subscription to reports E mailing reports Freely create reports and categories Computer Telephony Integration CTI TAPI support Automatic Call Distribution ACD Dialed Number Identification Service DNIS Automatic Number Identification ANI Call Flow Screen Pop up Fast Call Login Ticket and identification 112 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Easy Call Login 3 clicks e Identification through several criteria name e mail etc e Free media integration White Pages etc User Interface and Navigation e MS NET application look and feel e State of the art ergonomic norms e Side Tab Navigation e Usability optimization via Ajax General Features e Favourites e Import Export e Open interfaces and standards e Interactive context sensitive online support with user manual e Configuration Manager web based tool for configuration e Dashboard for Performance Management e Key Performance Indicators and Key Success Indicators e ASP licensing Application service providing e Site License flat rate license Architecture and Technology e ITIL compatible e Completely web based e No software installation e Multilingualism and time zones e Multi client capability on all levels e
55. eveloped and tested models convinced that the gyro was the right course keeper Finally in 1904 he invented the world s first gyro compass which could be used on board a ship Ansch tz amp Co GmbH was founded on September 1 z 1905 in Kiel From 1930 until 1994 Ansch tz amp Co was a subsidiary of the Carl Zeiss foundation In 1995 the Raytheon Company Waltham MA USA a leader in defence electronics acquired the _ tradition rich firm Raytheon Anschutz belongs to the division Raytheon Integrated Defence System IDS Tewksbury MA Figure 1 Gyrocompass In the following years Anschutz developed 1909 the first plotting table for navigation 1916 the first artificial horizon for airplanes which made it possible to fly blind 1920 the first autopilot the Iron Helmsman 1930 the course gyro for aviation FACHHOCHSCHULE KIEL os yy University of Applied Sciences Raytheon Anschutz In 1931 Anschutz transferred his majority share to the Carl Zeiss Foundation shortly before his death in 1931 In the last years of the war Anschutz amp Co on the east side of Kiel were completely destroyed but rebuilt with the help of Zeiss Ikon AG a further famous firm which was of world wide importance in photo and film technology In 1950 when the blockage of capital finished Anschutz began with the development and production of gyro compasses and navigation equipment Through their quality products both firms s
56. evels of permissions access department rights IT can be given the permission to access the system The administrator decides which users have access and their limitations configuration users and their permissions 1 Global IT policy use SAP API to other ticket systems OTRS is a where possible product from Oracle which is 2 Use software with compatible with SAP standard SAP interfaces Site administration general Admin web interface for changing the settings help desk 7 settings of the system as it is required 32 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Each contact telephone It is possible to login as the OTRS fax e mail with own admininstrator and take a closer look at number ithe user preferences available for every account and create user accounts B5 Direct system advice to the Tickets can be bounced or forwarded to supporter B4 1 Different one support address e mail for the ticket number B7 other email addresses V Admin can add email address where needed E S Online chat There is no evidence of this V requirement V S2 Team internal notes E Adding own internal or external notes to a ticket text and attachments The abaility to add notes with different note types to a ticket _ Product group related folders Creation and configuration of groups in moved to a different queue Easy evaluation possible There is no ev
57. he Ticket System ought to include To help with this we were recommended to search apart from the internet in some books recommended by our supervisor Professor Dirk Frosch Wilke such as Requirements Analysis and System Design 2005 by Maciaszek Under these circumstances a thorough analysis of the features composing the eight Ticket Systems above was made to classify and find the common features amongst them Consequently this allowed us 19 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences to comprehend what the companies demand in these types of products since almost all meet common characteristics 5 3 3 Introduction to the current tool In the second week of April another meeting took place with the officials from the IT department in Raytheon Anschutz to expose the tool which was used as well as the aspects to improve the current software The content answered the questions generated during the searching process for instance The real catalogue of products and subproducts which the Raytheon Anschuttz including not only the actual catalogue but also non available but still existing products was discovered It was mentioned the possible implementation of an online chat system to facilitate and accelerate the communication between members of the company and even for use with customers and suppliers The method for managing the priorities This whole process led to the last meeting wi
58. he need open them separately The Knowledge Base can be accessed through the ticket system It is possible to manage and access all information from one central location The ticket system must be able to link to the ERP system where all the information about customers supporters ship data is It must be able to create predefined answers or formats for support queries with different values for each type of product request The information stored in each ticket must be available to download from the software in PDF Storing all information related to solved incidents It is possible to organise the information related to each different vessel in separate folders 31 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 8 Evaluation of the ticket systems In this section the defined requirements are shown as well as whether the features of each ticket system accomplish these functions If the requirement is fulfilled it is represented with a tick and the features which fulfill the requirement are named On the other hand if the software doesn t have such characteristic it is represented with a Cross In order to reference the requirements in a clearer way the following nomenclature was established Each one has assigned a number and a letter depending on whether it is Basic in that case it is used the letter B Extended E or Special S 8 1 OTRS Accessibility by IT Different l
59. heir request either by e mail telephone or fax Special requirements It is possible for the customer to be given a code and the status of action on their request and to know how their request is being solved Below are all the features of Ticket Xpert in the following categories Ticket Management Task Management Service Level Management SLM Workflow Management Knowledge Management KB Configuration Management CMDB Messaging amp Collaboration Capacity Management Architecture and Technology Reporting and Statistics Computer Telephony Integration CTI User Interface and Navigation General Features and User and Security Management Ticket Management Origin of incident Web e mail text message Self Service Job Queue Ticket Templates Container ticket container for the editing of similar tickets Protocol and history Freely definable status new editing etc Freely definable actions for each status accept decline etc Conversion of tickets Quick Tickets fast registering of tickets Automatic Ticket Triage forwarding Configuration Management link CMDB Ticket Wizard Manager ticket assistants are freely definable Ticket Views various views with permissions to data fields Adoption of tickets of other users Supporters and groups through permissions Automatic ticket completion configurable Ticket completion by user Reopening of completed tickets Predefined ITIL Workflows Incident
60. hould so it s up to you to monitor the effect of aging on your organization s assets After an end user complains about a slow computer you might check its history and find that it is four years old has been assigned to five different people has been moved to two different buildings and hasn t ever had a hardware upgrade This might be time to purchase a new computer 82 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Software Management Comply with Your License Agreements SysAid allows you to see all software products installed on every computer in your organization and monitor the number of purchased licenses Software License Management For example you see that your organization owns 40 licenses of Microsoft Office and 38 have already been installed It might be time to think about purchasing more licenses Alternatively if you own 40 licenses and see that only 3 have been installed you may need to reevaluate why you purchased so many and if you re using your budget effectively Automatic Installation Notifications Because SysAid tracks the number of licenses you ve purchased it can keep you informed when the number of installations exceed the number of purchased license You can also create a list of approved software products which ensure that you stay notified if unauthorized software is installed on any of your machines You ll know which end users installed it and where Online User
61. ibute to help better their internal and external communications Consequently the performance of the Support Service will be managed in a more efficient and effective way and the aim of this project will be complete 62 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 11 References eTicketSupport 2005 2009 Online Available from http www eticketsupport com Accessed 02 March 02 June 2011 HelpDeskSAAS 2007 2010 Online Available from http www helpdesksaas com Accessed 02 March 02 June 2011 osTicket Open source Support Ticket System 2011 Online Available from http osticket com Accessed 02 March 02 June 2011 OTRS org 2001 2010 Online Available from http www OTRS org Accessed 02 March 02 June 2011 SAP No date Online Available from http www sap help com Accessed June 2011 Spiceworks Its everything IT 2006 2011 Online Available from http www spiceworks com Accessed 02 March 02 June 2011 Support Center Plus 2011 Online Available from http www manageengine com products support center Accessed 02 May 03 June 2011 SysAid IT helpdesk and Customer Service Software 2002 2011 Online Available from http www sysaid com Accessed 02 March 02 June 2011 Ticket Xpert net Web based help desk 1994 2011 Online Available from http www ticketxpert net Accessed 02 March 02 June 2011 Trouble
62. ice Vessel communication is in one folder vessel Table 7 Helpdesksaas evaluation Raytheon Ansch tz Reports can be viewed printed and exported in PDF RTF and CSV format Users can create multiple variations of the report and save them as named reports output to comma delimited files and print to PDF documents All changes made during the processing of a ticket are maintained to facilitate audit processes Group related categories into a hierarchical knowledge base model Therefore it is possible to organise the information for each vessel 45 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 8 4 Support Center Plus a REQUIREMENTS Support Center Plus B1 Accessibility by IT i department B2 Site administration general settings help desk configuration users and their permissions EE B3 1 Global IT policy use Support Center Plus provides SAP where possible customers with the ability to 2 Use software with interact with a common standard SAP corporate database for a interfaces V comprehensive range of applications That ticket system gives the chance to work with Systems Applications and Products SAP B4 Each contact Unique incoming email IDs telephone fax e mail with own number Vv The administrator determines the acces of each bussiness unit Therefore the access by the It department can be allowed It is possible that the a
63. iceworks IT is available in a variety of languages easy to use interface combines Network Inventory Help Desk Mapping Reporting Monitoring and Troubleshooting And it connects the customer with other IT pros to share ideas solve problems and decide what additional features the client needs in Spiceworks Spiceworks 2011 25 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences 7 Helpdeskaas not open source HelpDeskSAAS is a Help Desk Software as a Service for Customer Service and Support It allows automated help desks Record and manage online support requests and provide overview of related support activities It is possible to create and manage an online help desk without dedicated IT infrastructure or resources HelpDeskSAAS supports processes on both sides of the help desk Support members with the appropriate access permissions can monitor the entire service support functionality from the browser of any web connected computer Helpdesksaas 2010 8 SAP Customer Service Module not open source As market leader in enterprise application software SAP helps companies of all sizes and industries run better It helps with on going support With support for all stages of solution s lifecycle from planning and implementation to operations and optimization their full range of services can help reduce the total cost of the customer s ownership TCO It offers support engagements and project bas
64. idence of this requirement S3 Deadline notification Ticket time accounting Changing setting the priority of a ticket S Up coming tasks for a ticket can be defined pending features Deadlines for trouble tickets V the desired organisation Ticket can be 33 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences and actions taken on ticket Overview of all events for a ticket Ticket history and evolution Ticket history evolution of ticket status Article rating It allows an agent to check for new and unread articles and to rate them esupport on our website Link support of objects link tickets S4 or new kind of externet FAQs etc Web interface with multi area This includes Manuals attachment support Linking several Software bulletin K base objects is possible Customer gets ticket number Auto answers for customers Setting up and log in when e mail is an own ticket identifier e g Ticket received by support address number automatically There is no evidence of this 2 Customer web access 5 initiate ticket requirement V Data availability a B10 Direct buttons to the tools There is no evidence of this Knowledge Base Service requirement Management Tool Access to K Base Ability to customise the way you access One tool for all information B 11 12 13 Link to ship data in ERP system Templates for quick answers the information base
65. iguration configuration users and their e Security Manager for controlling permissions authorization and permissions 1 Global IT policy use SAP User management via connector on where possible each source SAP Oracle etc ITIL 2 Use software with compatible standard SAP interfaces B2 B3 B4 Membership in several groups possible Computer Telephony Integration CTI transforms the Service Desk and its PC systems into an actual Call Center platform The CTI Connector module links optional data bases phones and applications In other words the CTI allows interactions on the supporter s telephone and computer to be coordinated Each contact telephone fax e mail with own number Internal communication B5 Direct system advice to the supporter E1 Different one support address e mail for the ticket number Solution assessment in KB and Ticket FAQ based on Tickets and KB There is no evidence of this requirement oe i i yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences S1 Online chat There is no evidence of this requirement There is no evidence of this Team internal notes requirement Management evaluation Product group related Containterticket container for the folders 7 ee editing of similar tickets Easy evaluation possible There is no evidence of this requirement Deadline notification A ticket expiration date can be given
66. ing Subaccounts Accounts amp their Sub accounts can be managed in a hierarchial format in SupportCenter The members belonging to these accounts amp subaccounts can be managed separately and suitable permissions can be provided for accessing the customer portal Account and Contact Management Products Contract signed purchased SLAs agreements s e Account a a yt r Contacts a R 4 Sub Account 1 ah Eh PA Sub Account 2 Sub Account 3 Contacts Contacts Contacts 116 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Managing Products The products purchased by the account and details of the purchase can be stored along with the Account information enabling help desk crew to quickly get the customer s purchase history When a member of a specific Account files a ticket the Products the account has purchased is displayed to him Multiple Services for different customers Contracts Management Hour based incident based or fixed manage and renew it as per your commitment to your customers Automatic notifications can be set upon the end of the contract Link with your products and Service level agreements to set customer expectations based on which work is planned Billing Based on each request resolution times for every customer identify the total hours spent for every customer and Calculate based on hours and using the specifi
67. ion for communication enabled business processes across the enterprise O Provide enterprise wide IP or Voice Over IP VoIP telephony for everyone who needs it from any network connected workstation terminal or mobile phone around the world Reporting O Monitor and manage your communications in real time O Adjust communication enabled business processes as needed and manage multiple locations as a single entity O Give your organization a combined operational and business view of all communications and contact center operations Interactive voice response IVR O Provide automatic voice response to customer inquiries or gather information for intelligent routing of inquiries O Allow customers to respond by touch tone obtain or leave information and if needed connect to the appropriate contact center agent 122
68. ith the appropriate access permissions can monitor the entire service support functionality from the browser of any web connected computer The permission system gives you fine grained control over what exactly each user can do and the ability to isolate access points for a single customers group Helpdesksaas provides customers with the ability to interact with a common corporate database for a comprehensive range of applications That ticket system gives the chance to work with Systems Applications and Products SAP System gives to all callings faxes and e mails different unique numbers 41 I FACHHOCHSCHULE KIEL University of Applied Sciences Raytheon Ansch tz Direct system advice to the supporter Different one support address e mail for the ticket number Online chat Team internal notes Find tickets knowledge base articles or users based on keyword and or description and also allow users to search through their knowledge base and entire ticket list it is given from one Support adress different ticket numbers with unique numbers There is no evidence of this requirement Private notes within a ticket provide a neat way to discuss a request internally before providing the customer with a response Group related categories into a hierarchical knowledge base model There is no evidence of this requirement Define escalation rules for time before deadline or after dea
69. ket replies Insert any of the knowledge base articles right into a reply text so user can refer himself to a previously solved issue or request 4 Permission based category access Assign permissions for access to each category by client s organization or group or allow public access 5 Most popular and most recent articles List most popular articles and answers according to user votes and the latest published articles 6 Article rating Allow or disallow users to rate your questions and answers so you can refer what information your users search for 106 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Reporting These reports provide the real time summary analytics about the HelpDeskSAAS activities based on queues support agents customers and end users Reports can be viewed printed and exported in PDF RTF and CSV format Report Builder allow HelpDeskSAAS users to customize the layout of the data by choosing the columns they are interested in applying filters highlighting and sorting They can also define breaks aggregations computed columns and include a chart of the query results Users can create multiple variations of the report and save them as named reports output to comma delimited files and print to PDF documents B 4 TicketXpert Providing that Raytheon Anschutz use the enterprise edition of TicketXpert it can fulfil many requirements including the three categories of
70. lanning and forecasting territories accounts contacts activities opportunities quotations orders product configuration pricing billing and contracts Service Reduce the cost of service while enhancing customer satisfaction with support for sales and marketing for service service contract management customer service and support return and depot repair field service management warranty and claim management installation and maintenance parts logistics and finance and service analytics Call centers channel service and e service provide multiple channels for service delivery Partner channel management Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners Improve processes for partner recruitment partner management communications channel marketing channel forecasting collaborative selling partner order management channel service and analytics for partners and channel managers Interaction center Maximize customer loyalty reduce costs and boost revenue by transforming your interaction center into a strategic delivery channel for marketing sales and service efforts across all contact channels Activities such as telemarketing telesales customer service multifunctional shared service and interaction center management are supported 120 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Web channel
71. ll be explained The report will then go on to describe the negotiations undertaken with the company during the whole process of the project the research of different existing ticket systems the diverse points of view of the involved departments in Raytheon Anschutz and of the EPS team about the ticket system and also the generation of the most effective requirements to improve their support center and their subsequent analysis in terms of the established requirements Finally the report will show how the ticket systems were compared taking into account not only their functionality but also their economical aspect so that it is possible to have a wider view of which software will be the most suitable for Raytheon Anschutz The ticket system the team recommended to Raytheon Anschutz will then be shown with an explanation as to why this one was chosen I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences 2 Company description As has been mentioned before Raytheon Ansch tz is one of the leading suppliers in high quality technology navigational systems and nautical equipment for shipbuilding commercial shipping and the marine worldwide The company has developed important processes of research production quality management project and program management and service coordination and all these services are centralised in Kiel Their performance is focused in customer oriented system engineering as well as a
72. ly records all processes and results 11 File attachments Add attachment files such as ZIP files screen shots PDF Word and Excel and other binaries upon ticket creation and response 12 Search tickets knowledgebase users Find tickets knowledge base articles or users based on keyword and or description and also allow users to search through their knowledge base and entire ticket list 105 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 13 Custom form fields Add your own custom fields to record information in help desk ticket entry form Custom fields can be text input radio button or selection lists 14 Team internal notes Private notes within a ticket provide a neat way to discuss a request internally before providing the customer with a response 15 Built in Time tracking HelpDeskSAAS monitors in minutes the duration of each action ensuring that managers know how much time is spent on each request 16 Canned replies Set predefined answers that can be inserted into any reply by a single mouse click c Knowledge Base 1 Create HTML articles Add knowledgebase entries using the integrated HTML editor and create rich text links lists etc directly through your web browser 2 Hierarchical categories Group related categories into a hierarchical knowledgebase model provide consistent answers to customer issues or generate a list of FAQs 3 Link article to tic
73. maining six it was established a weight for each of requirement which will be explained later in the heading 7 Specified requirements To show the results clearly the tables with the evaluations would show a green dot or a red dot depending on if the requirement was fulfilled or not Finally the Ticket System with the highest score was considered as the most appropriate Nevertheless when this recommendation was shown to the company they would also take in account another factors such as the economical On the other hand the price ranking was guided by the license fees belonging to each ticket system We were informed that the company shall buy approximately twenty licenses so that they all can work with the application Therefore that led us to generate a comparison chart in order to see which of the six Ticket Systems has a better relation between quality price 21 Raytheon Ansch tz I FACHHOCHSCHULE KIEL University of Applied Sciences 6 Ticket systems found The result of the research that has been made shows eight different ticket systems which is an amount high enough to determine the essential features that a ticket system must have but also the possible options that could have A general overview of all of these ticket systems enabled us to know how interfaces are created and how the structures are organised By comparing all of these features it was possible to classify them into which were most common and therefor
74. me for every ticket can be counted e Up coming tasks for a ticket can be defined pending features e Bulk actions on tickets are possible e Automatic and timed actions on tickets are possible with the GenericAgent e Full text search on all tickets is possible 71 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences System e OTRS runs on many operating systems Linux Solaris AIX FreeBSD OpenBSD Mac OS 10 x Microsoft Windows e ASP support active service providing e Linking several objects is possible e g tickets and FAQ entries e Integration of external back ends for the customer data e g via AD eDirectory or OpenLDAP e Setting up an own ticket identifier e g Call Ticket or Request e The integration of your own ticket counter is possible e Support of several database systems for the central OTRS back end e g MySQL PostgreSQL Oracle DB2 e Framework to create stats e utf 8 support for the front and back end e Authentication for customers via database LDAP HTTPAuth or Radius e Support of user accounts user groups and roles e Support of different access levels for several systems components or queues e Integration of standard answer texts e Support of sub queues e Different salutations and signatures can be defined for every queue e Email notifications for admins e Information on updates via mail or the web interface e Escalation for tickets e S
75. me question time and time again Improve Productivity amp Reduce Response Time With the Knowledge Base at your fingertips you can find answers as quickly as possible This means that you can respond to issues faster address serious issues with shorter turnaround time retrieve solutions you ve found before and ensure that you are using your time as productively as possible Provide Your End Users with 24 7 Support As you build your own Knowledge Base you can also create and add items to your end users Knowledge Base From the End User Web Portal end users can search for answers to their technical issues and resolve them on their own Make your Knowledge Base items as helpful as possible The KnowledgeBase s intuitive customization options allow you to e Attach any files you want software patches detailed installation documents and any other file that will help you your administrators or your end users 88 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Embed links to articles electronic forms FTP links and other resources e Use full HTML capabilities format the font add pictures and design the item as you see fit e Embed media files how to tutorials YouTube frames Reports amp Analysis Analyse Your IT Performance Inventory amp Workload Reports amp Analysis gives you reporting tools to quickly measure your help desk performance track your inventory and ide
76. ming session began by each member of the departments writing their requirements which were then arranged into the different categories IT administration Internal Communication Management Evaluation External Communication Data Availability In addition the requirements were then sorted into groups of priorities giving them different weights Basic Requirements the most important requirements the support software must have them The given weight between 100 is 50 Extended Requirements it is a highly interesting possibility if it is available but it is not essential The given weight is 35 Special Requirements it is a good option if it available but it is completely dispensable if not The given weight is 15 The following table shows the list of requirements and an explanation describing each one in more detail and whether it is a basic extended or special requirement 28 Tu FACHHOCHSCHULE KIEL University of Applied Sciences REQUIREMENTS 1 IT admnistration Accessibility by IT department Site administration 1 Global IT policy use SAP where possible 2 Use software with standard SAP interfaces Each contact telephone fax e mail with own number 2 Internal communication Direct system advice to the Supporter Different or one support address e mail for the ticket number Online chat Team internal notes Raytheon Ansch tz C OO O The IT deparment must
77. ms SysAid ITIL Problem Management is preconfigured with a number of templates to help you immediately identify analyze and resolve problems Built according to the ITIL workflow these templates are designed to help you e Identify the root cause of the problem e Assess the resources required to resolve the problem such manpower time and costs e Evaluate risks in problem resolution such as complexity urgency downtime and potential impact e Calculate the ROI and added value of resolving the problem e Close and evaluate Create and Customize Your Own Workflow Templates Because every organization has its own unique set of requirements SysAid allows you to build an unlimited number of problem management templates to suit any scenario Customized workflow processes help all administrators perform effective cause analysis Are there recurring application errors Create a template that instructs administrators which potential causes they should investigate to quickly reach resolution Stay Informed about Problem Resolution with Notifications and Full Audit Trail e Access detailed problem descriptions and a historical log of all activities and changes e Set automatic notifications of problem statuses and changes to be sent out to key administrators and service request owners Build a Comprehensive Knowledge Base of Known Errors Leverage previously gained knowledge by maintaining a knowledge base of troubleshooting strategies
78. ms changes and monitoring alerts For example the icon for Server A suddenly turns red in the CMDB This means that it has reached a warning threshold and requires immediate attention With the graphical map you can quickly check which elements of your network will be affected if Server A goes down and develop a recovery plan to minimize the impact In addition you can see how many incidents are attached to each CI and click on the icons to drill down to the service requests in question This information can help you quickly identify root cause problems and formulate smarter problem solving strategies 94 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Full Integration with Your Help Desk and Asset Management The CMDB is fully integrated with the rest of SysAid so that you can access important information about your CIs and consult the CMDB relation maps from within the Help Desk Asset Management Tasks and Projects Problem Management and Change Management modules This gives all permitted administrators the ability to access important information evaluate business impacts and act accordingly e Access a service request history in the help desk for every CI e Link all assets software products and catalog items to the CMDB e Attach CIs to activities and tasks e View relation maps from within a change or problem to evaluate the business impact of any action ITIL Change Management Chain of App
79. necessary and that every service request receives the attention it deserves SysAid Help Desk s automation platform includes Routing Rules Specify the individual administrator queue or support groups to which service requests should be directed based on category urgency or other predefined parameters Escalation Rules Create a set of conditions that determines what should happen to a service request if for example it has not been resolved by its due date or it has a high urgency Define this criteria based on many different help desk fields The query and action builders are also available to extend the criteria to other fields in the service request Priorities Set the priorities of service requests based on predefined parameters A visual alert system will keep you instantly informed on the priority of every service request in your list Automatic Notifications Stay informed about your help desk tasks and keep your end users automatically updated on the resolution status of their service requests Due Dates Set up due dates for the various services provided to ensure that superior support and SLAs are met 77 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Quick List Templates Create quick list templates for the fast entry of service requests for common issues Service requests created from quick lists are pre populated with predefined information so that you can save the time of m
80. ntify the bottlenecks that are affecting your system and performance Develop smarter strategies that will help you work more efficiently reduce your help desk workload and improve end user satisfaction Service Requests that are Active and Closed See how many service requests are currently active and view graphs on the opened to closed service request ratio per period per category per administrator and more Activities performed to resolve service requests When resolving service requests your administrators can log activities on the actions that were taken and how long it took View reports on these activities to see how much time and energy were invested in service request resolution Speed of Response and Incident Resolution With SysAid s dynamic timers you can get reports on the number of hours it took your administrators to respond to and resolve incidents from the moment the service request was opened End User Satisfaction Levels Based on the surveys that your end users complete when you close a service request see how Satisfied your end users are with the support that they received 89 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Detailed Reporting to Track Your Inventory When discussing the IT budget or undergoing an audit it s essential that you keep an accurate and up to date asset records SysAid s inventory reporting gives you comprehensive data about all of your har
81. o unlocks etc e System wide overview of ticket distribution within the queues e First Response Time Solution Time of Queues e Integration of RSS New Standard Reports The new reports provided with OTRS 2 4 are e Created Tickets e Closed Tickets e SLA Analysis e Required working time per customer per queue e Solution time analysis per customer per queue e Answer time analysis per customer per queue New Master Slave Ticket Feature With the Master Slave Ticket it is possible to link multiple tickets of a similar nature and handle them collectively As soon as the problem is solved only the master ticket must be closed All other tickets will be closed automatically and the solution text for the master ticket will be sent to all customers of slave tickets 74 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences A new link type Slave will be available All tickets with this Type of link will inherit the following actions from their Master ticket e Status change e Email answers e Change in FreeText fields e Notes e Pending time changes e Priority changes e Owner changes e Responsibility changes Agent web interface The agent web interface allows agents to answer customer requests create new tickets for customers or other agents write tickets about telephone calls with customers write FAQ entries edit customer data etc Customer web interface Customers have a separa
82. on Performance Log SQL Box Package Manager Figure 7 OTRS screenshot admin view OTRS 2010 22 Tu FACHHOCHSCHULE KIEL University of Applied Sciences Raytheon Anschutz 2 eTicket System open source eTicket is a PHP based electronic support ticket system that can receive tickets via email or by a web form It offers an ideal easy to use and install helpdesk solution for any website eTicket offers many ticket system features and can easily be incorporated in a company website eticketsupport 2009 2 TicketXpert not open source TicketXpert TXP is a multilingual web based ticket system for User Help Desk s customer service and product support TXP meets the highest security and quality standards It is compatible with ITIL based on NET technology which includes Web services and has a unique application architecture TicketXpert 2011 User administrator File Tools Help Activities a ee 2 activities vi Activities T Tickets Ticket IN_003 Microsoft Internet Explorer af Expense n File Tools Help 0 Settings E a New Tic G Knowledge Base View article details Microsoft Internet Explorer a View article details View article details Title Title Workstation does not boot Category Hardware Workstation does Keywords Workstation boot Content Symptom Workstation does not boot Expenses Cause Knowledge Base
83. one of your help desk email addresses SysAid will convert the email into a service request You can set up multiple email accounts for your different IT processes Easy Integration Into Your Company s Internal Portals With iFrame support you can easily embed the End User Web Portal into your own website to make it as accessible as possible for your end users Web Forms Not only can you embed the End User Web Portal into your own website but you can also customise its format and appearance to reflect your company s brand 79 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Live Online Chat While chatting with your end users you can easily create a service request from within the chat session In addition if no administrator is online to chat end users can leave messages that are automatically converted into service requests Integrated Inter Modular Approach Your IT environment is a dynamic set of moving parts that constantly influence each other To effectively run your help desk you need information about your assets network servers and end users With SysAid all this information is accessible from within the help desk Asset Management and Remote Control From within a service request you can view the details of the attached asset and perform a remote control session with a single click of the mouse Similarly from within Asset Management you can view the full service request hist
84. onnected to their responding incidents and will automatically update the incident as the change progresses e CMDB Easily see if a particular configuration tem is involved in a change to visualize the potential business impact e ITIL Problem Management Link problems to the changes that cause them Problem Management Repeat incidents indicate a problem and the need for problem management The volume of incidents submitted to your help desk has spiked within the past few days Most of these service requests report the same issue There are disconnection errors in the CRM While you could resolve each incident individually it s clear that an underlying problem is the cause of these incidents With effective problem management you can immediately implement a process to identify and resolve the problem to reduce the business impact and prevent recurring incidents Implement processes for a systematic approach to problem management Group Incidents and Attach Them to a Problem With SysAid Problem Management it s easy to identify and group different incidents into wider problem themes and log problems This improves incident transparency and allows you to begin your investigation of the root cause As soon as you resolve and close the problem all attached incidents are automatically closed as well 97 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Use Built in Templates for Basic and Advanced Proble
85. oon recaptured their old markets Figure 2 Integrated Navigation System The strategic reorientation by the Zeiss group was the basis for the acquisition of Anschutz navigational business as well as the cinema business by Raytheon Company The acquisition has been effective since January 1995 To expand the product range in communication Raytheon Anschutz acquired in 1996 the Swedish company Standard Radio which is today a part of Raytheon Ansch tz Raytheon anschuetz 2008 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 2 2 Product information about the company Information related by the project numbers priorities categories and subcategories of the products that shall be included in the improved Ticket Support System With reference to the priorities that every Ticket System usually has Raytheon Anschutz has decided to not include this feature due to give a better image to the customer The service requests will be answered as soon as the company receive them in the same order they receive them Concerning the categories and subcategories of products all of them have been collected Some of them are not developed anymore but they are already installed in old ships consequently the company has to take these products into account as well CATEGORY SUBCATEGORY Integrated Systems Synapsis Bridge Control Systems which are interconnected Integrated Bridge and Navigation System in order
86. or each business unit Internal communication Direct system advice to the Supporters can access information on supporter service histories contracts and service entitlements service levels W installed base and warranties through an easy to use interaction center screen to help deal with requests amp 55 I FACHHOCHSCHULE KIEL University of Applied Sciences Different one support address e mail for the ticket number Online chat Team internal notes Product group related folders Easy evaluation possible Deadline notification Ticket history and evolution Management evaluation Raytheon Ansch tz The communication type RML mail address in SAP Systems can be divided as follows Sending mails within one client and sending mails between SAP Systems The Interaction Center WinClient allows agents to receive and process incoming chat sessions and provides contact center agents with a chat channel Online Correction Support Support Package and Add On Tools You can use this function to load SAP Notes into your system and implement their correction instructions Customise how your information is collected in different folders depending on what information is contained in each file There is no evidence of this requirement It is possible to have automatic notifications of urgent requests or deadlines You can search for known problem solutions from past tickets and also
87. ory for every asset Knowledge Base Automatically add a closed ticket solution to the Knowledge Base as well as search the Knowledge Base from within a service request to find a solution Server Monitoring Monitoring rules can directly open service requests with the exact service request details you specify Emails and text messages can also be sent for various events when they arise Tasks amp Projects Attach a service request to a task or project In addition task notifications can open service requests with the exact service request details you specify Asset Management Achieving tight asset management is essential to cutting unnecessary costs and using your time as efficiently as possible With SysAid Asset Management you know about the status of your assets always SysAid s unique agent based technology allows you to e Automatically detect all hardware and software elements 80 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Stay informed about every change in your inventory e Track your assets lifecycle and service history e Remotely access your machines from nearly anywhere Automatic Discovery of Your Assets Automating your asset management processes is the key to maintaining an accurate inventory SysAid s Automatic Discovery allows you to stay informed at all times about the location and status of your organization s assets with minimal resource investment You can even
88. products failures customers ships and events Make it transparent to interested parties so that they can follow the process all along 5 2 How to achieve the targets To achieve the goals a ticket system can be introduced making it is possible to link all the databases used and to organise the information the company deals with There are a wide range of different ticket systems for this reason we have to find out which one best suit the needs of Raytheon Anschutz We also have to take into account the fact that the customer service wants to include different kinds of features depending on how much time they must spend how many employees they need and how much money it will cost to implement a ticket system 17 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences OUR REQUIREMENTS COMMON REQUIREMENTS _ CUSTOMER SERVICE REQUIREMENTS AS IT DEPARTMENT REQUIREMENTS Figure 6 Negotiation procedure This diagram shows how the negotiation process is working The IT Department is trying to implement new powerful software called SAP Consequently the requirements that we present must be compatible with the SAP software which is the reason that not all of the features will be valid or useful On the other hand we have dealt with the IT Department and Support Center to obtain the best requirements for the ticket system It is an advantage that the team has not had any limiting factor
89. purpose or write to SupportCenter database 50 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences B14 Templates for quick V B15 Possibility to extract The information can be exported the information of a 7 in all possible document formats ticket PDF including XLS CSV PDF and DOC B V Create predefined responses for support queries with different values for each department Create Predefined Responses for support queries Manage Canned Responses and share it with other Support Staff Different Variables and fields can be added in order to personalize the responses The products purchased by the account and details of the purchase can be stored along with the Account information enabling help desk crew to quickly get the customer s purchase history 16 Documentation of all incidents B17 Organise each Service Vessel communication is in one folder vessel Table 8 Support Center Plus evaluation Group solutions by topics and sub topics to facilitate easier access In other words it is possible to organise the information related to the vessel and its sections 51 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 8 5 TicketXpert B1 Accessibility by IT It is possible to control department Site administration general authorisation and permissions e Configuration Manager web settings help desk based tool for conf
90. r customers Knowledge Base Build your knowledge base easily group solutions by topics and sub topics to facilitate easier access Partition a separate knowledge base for end users with access only to solutions they require Access most popular and most recent solutions quickly using preset views Canned Responses Create predefined responses for support queries and share it with other support Staff Different variables and fields can be added for personalized responses Notes and Tasks Create notes in a particular ticket to provide information to other support staff can be configured to show that to contact Simple to do lists can be created for a particular action on a ticket Auto notifications Set customized auto notifications for create update and closure of a ticket to your customers Account Managers Email SMS your supportcrew or supportgroup when a new ticket is assigned Get notified instantly when there is an application error to avoid down time 115 Raytheon Ansch tz I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences Account and Contact Management Lets you store every information relating to the customer This information is intelligently presented to the technicians who handle customer tickets Thus detailed information about the customer s business his timezone etc provides deeper insight and comes in handy when dealing with customer issues Manag
91. r quick answers Possibility to extract the information of a ticket PDF Documentation of all incidents Organise each Service Vessel communication is in one folder vessel Table 10 SAP Support Service Raytheon Ansch tz The Knowledge base can be accessed through SAP easily with a log in There is no evidence of this requirement To create the knowledge base configuration relevant master data for a configurable material is exported from an ERP system Multi templates can be stored to be used quickly and easily Tickets and information can be extracted and saved as a PDF file All information on the current and past tickets can be accessed Customise how your information is collected in different folders depending on what information is contained in each file 58 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences 9 Outcomes of the evaluation 9 1 Ranking of the features This table summarises the results of all the tables of the mentioned ticket systems We counted the number of basic extended special requirements of each ticket system and recorded the totals in the following table Then these totals were multiplied by the percentages of each type of requirement The obtained quantities were added in order to acquire the final score Support TicketXpert OTRS Helpdesksaas SysAidIT Center Plus SAP o oaf as eee eee 35 2 Special 15 Table
92. ramming interface API allows you to integrate SysAid with any of your external applications that use standard WSDL You can write your own codes to create retrieve update and delete your SysAid entities such as e Service requests e Users e Hardware assets 99 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Software assets e Companies e Configuration items e Tasks and projects Additional entity specific actions are also available such as resetting a password adding an attachment and sending an email Easily Extend the Functionalities of Your Help Desk With SysAid API the possibilities of how you can integrate SysAid with your other applications are virtually limitless Extend the functionalities of your help desk to suit any and every demand For example let s say you are using an application you wrote yourself to manage your software license purchasing but you also want to keep updated records of your software licenses in SysAid With SysAid API you can integrate your software management application with SysAid so that any updates you enter into your application will be entered into SysAid as well Not only does this save you time and energy but it also ensures that your records are always synchronized Advanced Customisation for Your Unique Requirements Not only can you have full control over the display of your lists and forms SysAid allows you to set up advanced configuration
93. rements are the result of a satisfactory agreement for all involved parties where it was established which needs should be covered All parties were perfectly aware of their real needs and what is more aware of how to connect those needs without interfering with other involved parts in the negotiation Ten ticket systems have been processed in order to decide which suited best for this purpose taking into account the economic and functional aspects This assessment allows Raytheon Anschutz to clearly see which is the best option and as a result saving time and money in the research for a more efficient software The Ticket System recommended Support Center Plus joins the highest score regarding the established requirements during the negotiation In fact it fulfills a percentage higher than expected Probably Raytheon Anschutz already have their preferences when choosing which will be the adequate Ticket System nevertheless our collaboration of research and information has given them other well laid out options which will help them to convey their final decision According to the company our team has brought a fresh view to this project due to our lack of influences in this field Our perspective is not focused in how Raytheon Anschutz will implement the ticket system when or how much it costs We are positive that the gathered results are encouraging for Raytheon and will permit the advancement of their new Ticket System and contr
94. requirements Basic must be extended can be and special nice to have Below are the features of TicketXpert which fulfil the requirements divided into the three categories of different importance Basic requirements It can be accessible by the IT department and compatible with SAP and uses software with standard SAP interfaces It can be controlled internally by site administration so general settings help desk configuration users and their permissions can be controlled Each contact can either have their own telephone number fax number and e mail address or there can be a joint number for each department The ticket history and solutions is also possible to see which is useful as the same request may have been solved in the past therefore the same answer can be given It provides access to the knowledge base It can store templates for quick answers It is able to collect all the information about our customers and suppliers by telephone e mail and fax It can link all requests in the same place and put a sign if the request is being dealt with There is the possibility of having the documentation of all incidents 107 FACHHOCHSCHULE KIEL s yy University of Applied Sciences Raytheon Anschutz Extended requirements It is possible that each customer automatically receives a ticket number when an e mail is received by the support e mail address A tracking system is available where the customer can follow the progress of t
95. rew informed of the current happening in the help desk d Drag amp drop these widgets to create new Dashboards and share them with other technicians 118 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences Reports Predefined amp Custom Reports Predefined reports that allow you to Stee i extract real time information summarized in tabular amp matrix formats n E a B a with charting options eg a aanere eaae Custom reports allows you drill down into minute details Step by step wizard based reporting helps create even complex reports with ease Report output can be exported into common formats such as PDF CSV XLS HTML etc They can also be scheduled to be generated at a particular time slot and emailed to specified members 119 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences B 6 SAP Customer Service Module The following information is a list of functions and features from the SAP Customer service module Marketing Analyse plan develop and execute all marketing activities through all customer interaction points This central marketing platform empowers marketers with complete business insights enabling you to make intelligent business decisions and to drive end to end marketing processes Sales Maintain focus on productive activity to acquire grow and retain profitable relationships with functionality for sales p
96. rnet to Jeniffer Doe EF Restart Server for Maintenance Howard Stern E Network connectivity needed GY To access from a different mac John Heather Graham d O O O O d d O O d d O d p Adding Business Service E7 req Guest D Out of Office Reply Requests Solutions Accounts Contacts Figure 11 Support Center Plus screenshot Open requests Assigned To Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Dueby Time Mar 11 01 13 PM Mar 11 01 11 PM Mar 11 01 10 PM Mar 11 01 09 PM Mar 11 01 05 PM Mar 11 01 03 PM Mar 11 01 02 PM Mar 11 12 59 PM Mar 11 12 56 PM Mar 11 12 54PM Mar 11 12 50 PM Mar 11 12 48 PM Mar 11 12 46 PM Mar 11 12 42 PM Mar 11 11 50 AM Mar 10 11 00 AM cz Support Center Plus 2010 27 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 7 Specified requirements A meeting was held with Raytheon Anschutz to brainstorm their requirements There was one member from The IT Department two members from Service Coordination and Service Support The Service Support Manager and the 4 members of the EPS group The goal was to find and to develop the main requirements in order to evaluate the ticket systems and find which best suits the needs of Raytheon Anschutz The brainstor
97. roblems of the customers and give support to them It is easy in this tool to find last e mails but not the old ones I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences 2 4 Structure of the current Support Service On the second week of April the team met the managers of the IT Department and the Support Center to get a clear idea of the work structure of the different softwares the Support Center handles Equally the plan Raytheon Antschutz had in mind to improve the support center was clearly explained Below is a diagram to illustrate their system Service Management Tools Information about ship equipment Service Knowledge Base Service request find a solution RMA Return Material Authoritation N N N N N N N N N N N N N N N N N N N N N N Technical information e g articles External service St N N N A E mail software Logistical system Figure 3 Structure of the current Support Service yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences In Fig 3 the three different softwares and the data base that Raytheon Anschutz uses are presented in grey The process begins in the moment the customer describes the technical problem The service coordinators Service Management Tools communicate and distribute these incidents to the Service Request where a template is filled with all
98. roval Before Any Change Occurs All changes follow the ITIL chain of approval process to ensure that every key stakeholder can consider the implications of the change before it occurs To ensure that all necessary information is available to decision makers workflow templates outline the order in which each action item occurs and each item can be made dependent upon the action that occurs before it For example if the CIO is responsible for final approval of the change he will not receive a notification for action until all other members of the team have completed their tasks A full history of authorizations and approvals in the workflow tabs and action items leaves you a full audit trail for later review Predict the Business Impact of Any Change You Make With the CMDB it s easy to visualize the relationships between your IT elements and predict the business impact of any change before it actually occurs With this information you can assess the risks of the change and schedule it for the best possible time 95 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Full Organisational Participation in the Change Process IT changes don t occur in a vacuum they have implications for the non IT members of your organization and frequently require their participation SysAid Change Management makes it easy for you to increase the transparency of your processes so that everybody in your organization can contrib
99. rse industry groups for example Trade promotion management Empowers account and trade managers to improve control and visibility of the entire trade promotion process The end to end solution enables managers to accurately plan maximize profitability and increase brand presence with trade activities Running an inbound contact center O Run a single or multisite inbound contact center to respond to customer inquiries O Give agents no matter where they re located full access and control over communications functions via Web based tools 121 Tu FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences O Give managers the real time monitoring reporting and quality analysis functions they need to make better business decisions continually improve agent performance and support long term process development Running an outbound contact center O Plan and execute outbound telesales telemarketing and proactive customer service programs efficiently and effectively across all locations O Minimize redundant work by combining disconnected outbound calling initiatives into a single networked operation O Give managers the real time monitoring reporting and quality analysis functions they need to make better business decisions continually improve agent performance and support long term process development Enterprise wide communications management O Provide an all IP communications foundat
100. s when proposing features due to not having any economical restrictions or informatic compatibility We want to include the highest number of features accepted during the negotiations In other words have the yellow zone of the diagram as large as possible The bigger the yellow zone is the more profit there will be for all parties 18 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 5 3 Stages In this section the phases of our work with the company will be described 5 3 1 Software research To begin the team met Raytheon Anschutz in March with the aim to expose their needs and which tools they use and plan to use In order to find a solution our task was to find information about a kind of software known as a Ticket System so that it is possible to understand why it is recommendable to implement it and what benefits it provides Once the concept was clear enough the research of the product began Using internet as the main source eight different Ticket Systems were found Later on the analysis was based on these softwares and their particular features The list of Ticket Systems obtained are shown below OTRS TicketXpert SysAidIT HelpDesks Trouble Ticket Express osTicket SpiceWorks Support eTicket 5 3 2 Structure of the ticket system During the beginning of April the team were searching for information to structure an appropriate list of the requirements that t
101. s and Pop Up Broadcasts SysAid allows you to see a list of the end users that are logged in to your network This information can save you the time of picking up the phone or walking down the hall to see if someone s in the office In addition you can send broadcasts to online users that automatically pop up on their screens If you ve scheduled maintenance time that will only affect a certain number of people you don t need to email the entire company Automatic Asset Attachment from the End User Portal End users can easily access the End User Portal via the SysAid hotkey Using the assigned hotkey not only takes a screenshot of the screen they are viewing but also automatically attaches the involved asset to the service request they submit Administrators can then easily access critical asset information directly from within the service request itself to efficiently resolve the incident 83 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Remote Control e Anywhere to anywhere machine access e Remotely share screens with your end users e Assist distraught end users with trouble shooting and other issues e Full encryption to ensure security Save Time and Increase Productivity e Use your mouse and keyboard to remotely control another PC e Perform remote control sessions with end users in other locations e Transfer files to and from remote machines e Access computers even if they ve been locked by
102. s can submit support tickets from their web browsers check their statuses and also search the knowledge base without ever contacting help desk By enabling users easily log problems and check on the status of tickets via the web Self Service Portal improves the productivity of help desk staff and reduces the total cost of IT service delivery To monitor their requests and support tickets users receive e mail notification that leads them to a single generated web page for each ticket This protected web page contains all information needed by the user to communicate with a support team without having to log in to the system E mail to ticket conversion transparently converts support e mails from mailbox into customer support database The HTML API helps to create customized web form within web site page hence allowing customers to submit support tickets directly from web site HelpDeskSAAS can be accessed from anywhere anytime All you need is a web browser with Internet connection Team members and clients can access real time data at any time Enforcing data integrity consistency 24 7 and no conflicting modifications Different users use HelpDeskSAAS in different ways Developers need to work on update and resolve bugs Business analysts need to track their business projects Help desk issues need to be tracked through to completion Project managers need to be able to assess the issues importance and allocate them 103 yy FACHHO
103. s to suit the specific demands of your organization e Add your own custom fields to various SysAid forms and customize the logic behind them for example data fields that can store numbers and not letters e Create validation rules for your input such as limiting an integer field to a maximum of 3 digits or whole numbers only e Write codes for specific trigger events that can occur on load before save and after save For example when you open a service request SysAid can retrieve the USD EUR exchange rate from Google and automatically add it to your service request 100 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Customice your own HTML throughout the application e Create your own web forms for service request submission IT Benchmark Measurements for Internal Analysis IT Performance Benchmark offers measurements that allow you to automatically evaluate your IT performance with concrete facts and numbers On a daily basis the IT Performance Benchmark calculates statistics and ratios for four time frames current month last month current year and last year All calculations provide helpful visual indicators to let you know if your current performance is better or worse than the previous month or year Some of the available measurements include Ratio of opened closed service requests The number of service requests that were opened compared to the number of service requests that w
104. s to the solutions that they require There is no evidence of this requirement Integration and import of other K Bases Ticket templates can be freely designed with the Ticket Assistant Manager Available export formats are HTML PDF XLS TIFF CSV XML etc Enabling the supporters to view the history of a customer including their products Containterticket container for the editing of similar tickets 54 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 8 6 SAP Customer Service Module E Accessibility by IT p The IT department is able to access department SAP B2 Site administration A single central tool for general settings help administration troubleshooting and desk configuration users problem analysis is accessible You and their permissions can perform administration tasks J such as starting and stopping instances checking and modifying configuration settings analyzing logs and traces ensuring the error free functioning of all system components by continuous system monitoring B3 1 Global IT policy use There is a SAP Global IT team E SAP where possible composed of application developers 2 Use software with support experts business users and standard SAP interfaces global IT professionals Each contact telephone Unique incoming email fax e mail with own identifications sender name and number sender identification can be configured f
105. ss automatically S5 Customer web access initiate ticket E Data availability B10 Direct buttons to the tools Knowledge Base Service Management Tool Access to K Base 1 1 B12 One tool for all information Raytheon Ansch tz When an end user submits a service request the asset they are using is automatically attached to the service request This gives the supporter instant access to their asset information from within a service request keeping all information easily in reach There is no evidence of this requirement In the End User Web Portal end users can submit service requests view a complete list of service requests they ve submitted and check on the resolution status of pending service requests There is no evidence of this requirement The access is just for the IT administrators and the end users just with access to the solutions that they require There is no evidence of this requirement 39 I FACHHOCHSCHULE KIEL University of Applied Sciences Link ship data in ERP system that also contains all the information about our customers Templates for quick answers information of a ticket PDF Documentation of all incidents Possibility to extract the B 17 Organise each Service Vessel communication is in one folder vessel Table 6 SysAid IT evaluation Raytheon Ansch tz SysAidIT has integrated APIs application which allows tha
106. supply chain and quality management according to the most modern principles so that it is guaranteed that all ships can be served by the 500 employees and services representatives Raytheon Ansch tz has their main competence in providing tailor made navigation solutions for more than 600 vessels offering customised solutions for specific needs They guide their customers as a personal partner through the whole process from project outline and specification of systems through to project realisation over setting to work to extended after sales service Location Zeyestrasse 16 24 D 24106 Kiel Germany I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences 2 1 History The development of the gyro compass is directly related to the development of the firm In his youth Dr Hermann Anschutz Kaempfe had taken part in several polar expeditions and had found that a dog sled was a very unsatisfactory means of transportation for valuable measuring instruments His goal was to reach the North Pole with a submarine The problem of this task was finding a suitable course keeping instrument since the magnetic compass does not work properly near a pole While searching for a suitable course keeper he found the works of important scientists on gyro instruments Nevertheless the instruments described had levels of bearing frictions in the gimbal ring which were too high and were therefore unsuitable in a practical sense He d
107. support level that each service request reaches It is also possible to define permissions for individual administrators SysAid API can integrate the customer s software management application with SysAid so that any entered updates into the application will be entered into SysAid as well Specify the administrator who is responsible for the handling and resolution of a service request or assign the service request to a specific administrator group 36 I FACHHOCHSCHULE KIEL University of Applied Sciences Internal communication Direct system advice to the supporter Ei Different one support address e mail for the ticket number Online chat Team internal notes Raytheon Ansch tz The system can find solutions automatically through a research in a database of common service requests and their resolutions It performs a smart search from within a service request to identify similar issues in the Knowledge Base When an end user sends an email to one of the help desk email addresses SysAid will convert the email into a service request Multiple email accounts can be set up for different IT processes While chatting with end users a service request can easily be created from within the chat session In addition if no administrator is online to chat end users can leave messages that are automatically converted into service requests The support staff can add necessary notes in order to serve the
108. t different tools Such as Knowledge Base or e mail software co exist and exchange information with each other These APIs allow third party applications to either extract data from SysAidIT or write to SysAidIT database Create quick list templates for the fast entry of service requests for common issues Service requests created from quick lists are pre populated with predefined information The supporter can filter any report to extract the exact needed data and then view it in a PDF or Excel Format With the Asset Management module you can quickly check the Help Desk to identify which issues an asset has experienced before and view the asset from within a service request The service request history will tell you which previous actions were taken in the past to successfully resolve the incident and provide you with other essential information Customise how the information is collected in different folders depending on what information is contained in each file 40 FACHHOCHSCHULE KIEL University of Applied Sciences Tu 8 3 Helpdesksaas REQUIREMENTS Tradmnistration Accessibility by IT department 4 Site administration general settings help desk configuration users and their permissions 1 Global IT policy use SAP where possible 2 Use software with standard SAP interfaces Each contact telephone fax e mail with own number Raytheon Ansch tz Team members w
109. tant to maintain as the computers in your organization With SysAid you can maintain an accurate inventory of every computer in your network see who s using it and track its life cycle Get instantly notified when a warranty is about to expire on an asset see its supplier serial number and catalog number find out which software is installed on every computer Not only does this ensure that your end users have the machines they need to work productively but it s also important for you to know in the event of auditing or budget reviews Service Request History The Asset Management module is completely integrated with SysAid s Help Desk so you can quickly check the Help Desk to identify which issues an asset has experienced before and view the asset from within a service request The service request history will tell you which previous actions were taken in the past to successfully resolve the incident and provide you with other essential information Activity Log See what s been done to every asset in your network for smarter troubleshooting and problem solving Your user s computer has become really slow Check the activity log that lists every change that has been made to a machine You might find that someone installed a new service pack or upgrade Not only does this explain the issue but it gives you the information you need to resolve the incident Asset History Your end users need machines that perform as they s
110. te web interface in OTRS through which they can create new accounts change their account settings create and edit tickets get an overview on tickets that they created etc Public web interface In addition to the web interfaces for agents and customers OTRS also has a public web interface that is available through the FAQ Module This module needs to be installed separately It provides public access to the FAQ system and lets visitors search through FAQ entries without any special authorization The ADMIN area of OTRS Basics OTRS administrators use the Admin page on the OTRS web interface to configure the system adding agents customers and queues ticket and mail settings installing additional packages such as FAQ and ITSM and much more 75 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Agents who are members of the admin group can access the Admin area by clicking the Admin link in the navigation bar The rest of the agents won t see this link Roles Roles are a powerful feature to manage the access rights of many agents in a very simple and quick manner They are particularly applicable on large complex support systems with a lot of agents groups and queues An example below explains when they may be used Suppose that you have a system with 100 agents 90 of them with access to a single queue called support where all support requests are handled The support queue contains som
111. th members of the IT Department and Support Service in which the requirements for the ticket system were generated through the creative technique Brainstorming 5 3 4 Specification of requirements In the second week of May after the process of the brainstorming the obtained requirements were classified depending on its characteristics In addition the present members of the IT Department and Customer Service Department proposed two new softwares to evaluate Support Service Plus SAP Customer Service Module 20 I FACHHOCHSCHULE KIEL Raytheon Ansch tz University of Applied Sciences Under these circumstances our work consisted in analysing the two remaining Ticket Systems and trying to determine which was the most appropriate Our contact at Raytheon Mr Rohwer recommended that we present the results to the company including rankings regarding not only to functional aspects but also to economical issues 5 3 5 Analysis and prioritisation of the features To begin we decided to set priorities for allocating the Ticket System which had better compatibility with the requirements established in the previous meeting The first priority was that the Ticket Systems we had studied previously were compatible with SAP software that the company wanted to implement That list was reduced from ten to six options due to the lack of this requirement in some of the found software s To examine the compatibility of the re
112. the products faster Useful if the software allows the change of the categories once established Tool itself has the possibility for Basic evaluation there is no need to use an external software Notify the date the ticket should be Special solved when the problem has an certain urgency and limited time Knowing how the requests have been Basic solved in the past will help to solve faster the current incidents Possibility to rate articles in the Basic knowledge base to help solve requests The most useful To have access to a web page on Special Raytheon website which has links to help like the k base manuals and software bulletin A tracking system sends automatically Extended the ticket number and log in to the customer so that he can follow the progress of the request The customer can have online access Special to the information of the software and can create the ticket 3 O I FACHHOCHSCHULE KIEL University of Applied Sciences Raytheon Ansch tz Direct buttons to the tools Knowledge Base Service Management Tool Access to K Base One tool for all information Link to ship data in ERP system Templates for quick answers Possibility to extract the information of a ticket PDF Documentation of all incidents Organise each Service Vessel communication is in one folder vessel Table 4 List of requirements The possibility to have shortcuts to other tools without t
113. to respond to and resolve incidents that are submitted to your help desk monitor service breaches and define the warning 90 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences critical and maximum values of service breaches to stay informed about the quality of support your IT team is providing The Manager IT Dashboard is also integrated with the SLA management module so that you can also view your SLA grade and history in real time Customizable Reporting for Detailed Analysis of your IT Data Whereas the Manager IT Dashboard provides you with real time charts and graphs the Reports section allows you to extract detailed and in depth analysis of your IT performance A wide variety of built in reports helps you track your inventory analyze your help desk workload and check on the status of your tasks and projects You can filter any report to extract the exact data you need and then view it in a PDF or Excel Format Some of the built in reports include Help Desk e Workload opened closed service requests per period category company administrator group urgency e Service Quality service breaches by category and company and end user satisfaction levels Inventory e Software hardware inventories e Asset details and changes e Software products e Catalog items Tasks and Projects e Tasks Activities per Administrator e Status per Task e Tasks per Project 91 yy FACHHOCHSCHULE KIEL Ra
114. ully integrated with the rest of SysAid so you can easily initiate a remote session from within a service request the asset s information page chat conversation or the Online Users list A Web Portal for Your End Users Help Desk Needs Accessible by simple hotkey command the End User Web Portal provides your end users with an intuitive interface where they can e Submit service requests e Track service history e Find information to resolve issues on their own e Initiate chat conversations with admins e Update their personal settings e Participate in change management processes Simple amp Fast Submission of Service Requests When end users are confronted with a technical issue they can quickly access the End User Web Portal via a hotkey assigned to SysAid Using this hotkey takes a screenshot of the screen they are viewing and automatically attaches this screenshot to the service request they submit When submitting a service request end users can e Include an automatic screenshot of their issue e Choose from pre populated Quick List templates of common issues 85 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences e Indicate the urgency of the problem they are facing e Attach other files for your review and reference e Get automatic suggestions from the Knowledge Base to help them resolve the issue on their own Let Your End Users Initiate Chats with You The SysAid Chat icon from within
115. upport for different time zones e Simple integration of own add ons or applications with the OTRS API e Simple creation of own front ends e g for X11 console Additional features Context User Centered redesign of the Graphical User Interface which results in a dramatic shift from a comprehensive but static to a more powerful and dynamic application using state of the art technologies like Ajax xHTML and optimized CSS 72 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences New Ticket and Article Indicator This new feature has been implemented on both ticket and article level It allows an agent at a glance to check for any updates within a ticket or on the article level to check for new and unread articles You benefit from increased transparency and decreased response times Optimized Fulltext Search The new search feature allows you to flexibly customize the way you browse the information base Options the new search feature provides range from single search string searches to complex multi string boolean search operations including various operators You benefit from fully customizable searches according to your needs New Ticket Zoom View The redesign based on Ajax technology allows agents to display complex and linked information structures in real time while keeping the agents current working environment The agent will benefit from increased orientation and increased workflow efficiency
116. ute to successful change e Keep your CAB Change Advisory Board fully informed with change overview PDFs detailed notes and notifications e End users from across the organization can participate in change management processes via the End User Web Portal e All assigned administrators can easily participate in the change process and act when their part of the process is due Built in and Customisable Templates for All Change Scenarios SysAid is preconfigured with basic and advanced change templates to help you quickly plan and implement changes All templates are fully customizable to suit any change scenario in your organization and you can create an unlimited number of templates to Support both low and high end changes With custom workflows you can divide complex change processes into systematic parts and activities for key contributors e Enter all change activities and assign the activities to those who will carry out the tasks e Set targeted notes action items and automatic notifications for different personnel e Permission based processes ensure that change details are accessed only by permitted users 96 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences Changes that Work with Your Other IT Processes SysAid ITIL Change Management is highly integrated with SysAid s modules to help you easily transfer data and accumulated knowledge from one location to the next e Help Desk Changes are c
117. web form It is a part of web based Support solution to log in request assess the type of request and forwarding it to the Skilled system user to take care of the service ticket this way the whole process can be managed much more efficiently The support software engages system users who accept the request log the request and then assigns an exclusive number to each service request and saves it in the database for later review Each ticket contains all the necessary information related to the customer the ship technical problems the state and priority of the problem In other words it is organising the workload OTRS generates an explicit reference the ticket number for every single request OTRS 2010 This kind of software makes sure that there is a reduction in time spent on customer support Operating with the system ensures that no other member of staff is dealing with the same ticket simultaneously The advantage of having a ticket system in such a company as Raytheon Anschutz is that it will make the communication the service support department has with the customers as well as the IT department They will be able to be more efficient in answering requests made by customers and also faster For example after a ticket system is implemented in the future it will be clear to see whether a request is being dealt with or not which will avoid the problem of a customer receiving more than one answer to the same request For ev
118. xt messages PC Duo Enterprise Centennial etc Freely definable Workflow Messaging amp Collaboration Text messaging e Mail fax pager event etc Freely configurable Message Engine Mail2Ticket mail to TXP creates a ticket Mail2Ticket with Reply Tracking Whiteboards news with expiration dates Freely configurable notifications news Outlook integration Placeholder for data fields in notification through variables Reply e mail with Ticket Capacity Management Based on projects cost centers cost types Charging types freely definable Mathematics Engine Formula Manager for variables Integration into Ticket Open interface for user defined order processing User and Security Management Security Manager for controlling authorization and permissions User management via LDAP ADS LDAP NDS etc 111 FACHHOCHSCHULE KIEL yy University of Applied Sciences Raytheon Anschutz User management via connector on each source SAP Oracle etc Role based user management User profile Passthrough authentication Single SignOn MS Cluster compatible Interactive permissions instantly active without login User and Security Management Membership in several groups possible Public User registration of unknown users Password change possible before login Call Flow Screen Pop up Fast Call Login Ticket and identification Easy Call Login 3 clicks Identification through several criteria name e mail
119. ystems which fulfil the most essential requirements 26 05 11 Recommend the chosen ticket system 14 06 11 15 FACHHOCHSCHULE KIEL m yy University of Applied Sciences Raytheon Anschutz 4 3 Work Breakdown Structure This is our work breakdown structure which helped the team to define the work elements to organise and define the overall work of the project Research Analysis Communication Project management On the internet Internal team Select ee Eevan Meetings with Prof organisation Information requirements Frosch Wilke from from E Project Planning Raytheon Raytheon Meetings with Raytheon l Research Analyse Mr Rohwer geese existing ticket existing ticket P systems systems Project closure Figure 5 Work Breakdown Structure 16 yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 5 Negotiation progress In this section the progress developed along the project is described from the beginning until the final outcome obtained step by step First of all it was essential to understand the reasons which cause the poor communication between departments and the need to speed up the performance of the support center towards the customers as previously mentioned Consequently it was possible to determine the goals to achieve and the solution which fulfils them in the most satisfying way 5 1 Targets The goals we have to reach are Link the support activities to
120. ytheon Anschiitz University of Applied Sciences Highest Value Reports e Companies that submit the most service requests e Admins with the longest service request resolution time e Categories that take the longest amount of time to resolve e End users who submit the most service requests SLA Management Reports e Average incident resolution time e Average response time e Percentage of incidents resolved by first level Monitoring Real Time Monitoring to Improve Your Network and Systems Performance Effective network and systems monitoring is critical to maximising your network availability avoiding costly downtime and improving your IT performance With SysAid Monitoring you get the alerts and notifications you need to proactively manage your vital network components e Real time monitoring of your assets and network devices e Alerts and notifications to help you ensure high performance and maximum uptime e Customizable configurations to suit the unique needs of your organization Tasks amp Projects Before undertaking any project you need to plan and organize the tasks necessary to completing your projects successfully and on time With SysAid Tasks amp Projects you can create projects and schedule and assign the specific tasks to users with deadlines for completion Intuitive Gantt Charts allow you to visualize the status of task completion and monitor your administrators progress 92 yy FACHHOCHSCHULE KIEL
121. yy FACHHOCHSCHULE KIEL Raytheon Anschiitz University of Applied Sciences 1 Introduction This report deals with the necessary efficiency and improvement of the support software in Raytheon Anschutz one of the leading suppliers in high quality technology navigational systems and nautical equipment for shipbuilding commercial shipping and the worldwide marine market The report will firstly consider the current situation of the company explaining the reasons why their support center is not as efficient as they would like it to be in dealing with customer requests Briefly some of the reasons for this low efficiency are the lack of transparency of the information to all staff involved and the lack of clarity regarding to the communication to all parties Such often leads to the same request being supported several times by different members of staff In order to improve this situation a software is needed which manages organises and records all support requests and responses in one place while providing customers with accountability and responsiveness The software which accomplishes these characteristics is called ticket system It organises the workload operating with the system to ensure that no other member of staff is dealing with the same ticket simultaneously and the whole process can be managed much more smoothly and efficiently The organisation of the EPS team working on this project in order to achieve a satisfactory outcome wi

1. Introduction This report deals with the necessary efficiency and

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