Microsoft® Office

Visio® Professional 2007 for IT

Putting Visio into Practice:

Help Desk Process Mgmt.
Presenter:
Date:
Help Desk Process Management
Use Visio 2007 Professional for:
 Procedural diagrams for problem diagnosis
 Reference material
 Enterprise application architecture
 Applications data flows
 Facilities plans for offices and occupancies
 Logical diagrams
 Physical diagrams
 Link to online files and specifications
 Security vulnerability scans
 Link to system data
 Visio 2007 for IT Professionals
 Visualize: Document / Design / Deploy / Manage
 Quickly implement new services and moves/add/changes
 Logical, Physical, Rack, Process, Asset diagrams and more
 Resolve problems quickly with accurate documentation
New  Visualize security issues on network diagrams
New  Visio Toolbox Web site for more tools and best practices
 Communicate: Share / Act / Collaborate / Educate
 Share, review, publish critical information throughout enterprise
New  Enhanced SharePoint®® collaboration; view Visio in Outlook email
 Explore: Analyze / Identify / Anticipate
 Manage, maintain, display, and clarify complex information
New  ITIL, Data Graphics, Data Linking, AutoConnect, Color Themes
New  Multiple data views and drill-downs with Pivot Diagrams
Help Desk Management Concerns

Help desk activities involve:

 Incidents
Assemble resources to respond to incident reports
 Problems
Minimize impact on the business from defects in the infrastructure
 Moves/Adds/Changes
Employ standardized methods for prompt handling of all changes
 Configurations
Maintain accurate information on configurations
 Releases
Plan and oversee successful SW/HW rollout
Help Desk Management Mission

Help desk activities support:

 Service level management
Maintain and improve IT service quality
 Financial management
Cost-effective stewardship of IT assets
 Capacity management
Maintain sufficient capacity and performance
 Availability management
Maintain system availability
 Continuity management
Ensure that services will be recovered within acceptable time limits
Keys to Successful Help Desk Mgmt.

 Managed process for maintaining accuracy

of all reference material and data
 Link diagrams through single data source
 Search and retrieve critical information
 Rapidly access system documentation
 Publish guided processes for a wide variety
of potential incidents
 Capture new incident reports and resolution
procedures
Without Visio 2007 Professional
Issue: Help desk relies on information in a variety of
sources and locations
 Problem report database
 User manual and guides
 Wiring lists
 Engineering diagrams
 Internal or Web accessible knowledge base
 Diagrams in several formats
 Word
 PowerPoint
 Visio
 Other
Unconnected Diagrams Without Data
Reference documents are typically in a variety of sources and locations

Application:
Visio Application:
ECM
Other
ECM
Environment:
Production (US)
Environment:
Production (US)
Application ECM

Application ECM

Application Component: WCM

Application Component: WCM

DCTM WebPub DCTM WebTop IBM WebSphare

DCTM WebPub DCTM WebTop IBM WebSphare

PARSJSPR04

PARSJSPR04

Oracle DB
DCTM CS (DCTM MetaDB
Oracle DB
Bckup)

Knowledge
DCTM CS (DCTM MetaDB
Bckup)
PARSAPPDCM01

PARSAPPDCM01

Bases Application Component: DM

Application Component: DM

Oracle DB
(DCTM MetaDB
Oracle DB
Pri)
(DCTM MetaDB
Pri)

PARSAPPDCM02

PARSAPPDCM02

Excel
PowerPoint
Word
Without Visio 2007 Professional

Problems
 Access to information is limited
 Files are scattered in numerous local and remote
locations
 Difficult to find specific information within files
 Information is unreliable
 Not properly updated after changes
 Inconsistencies of data in unlinked documents
 Difficult to evaluate help desk performance to
enable improvements
With Visio 2007 Professional

Solution: Create visual tools to support tasks

and evaluate results
 Publish approved processes and practices
 Capture diagrams of new incident
resolution processes
 Use Visio to centrally access system
information
 Link to supporting files at each step
 Link to system configuration data
 Display incident performance data
 Identify security issues with scans
Capture and Publish Process

 Document incident
 Capture steps to
resolve
 Add newly
captured process
steps for reference

Track and
record results
 Display and Evaluate Results
1 Data Graphics
Create Call Flow show incident
diagrams using the performance
Flowchart stencils data
Data - Call Data

# of Calls 877

Import call Ave Wait (min) 12

2
Level One Ave Call Time
20
Technician (min)
record data Attemps to
Solve Problem
Resolved
66%

from an Resoved at this Step

42.88%

Excel file or
Database

3
Link the data to Visio shapes and
display the data using Data Graphics
Perform Security Scan

 Identify incident related security issues

 Generate reports and suggested fixes
With Visio 2007 Professional

Benefits
 Visually evaluate incident response
performance to drive improvement
 Easily diagram and publish new incident
resolution processes in Visio or Web
 Create links to reference data from process
diagrams for quick access
 Educate staff on troubleshooting procedures
 Promote standardized responses to a wide
variety of incidents
 Identify security issues related to incidents