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ITIL :: View topic - Global Helpdesk Hand Over Process between regional Helpdesks
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Global Helpdesk Hand Over Process between regional Helpdesks

 
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airflying
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Joined: Nov 16, 2007
Posts: 6

PostPosted: Wed Mar 25, 2009 4:47 pm    Post subject: Global Helpdesk Hand Over Process between regional Helpdesks Reply with quote

Hi There,

We are a global coporation and have 4 regional helpdesks: EMEA/APJ/AMER/Latin AMER in 4 locations, each helpdesks provide the 5x8 support, and we setup the call routing between regions, so the call could be route to the on duty regional helpdesk after the local office hours. Right now, we would like to setup a clear global hand over process between regional helpdesk in order to improve the efficiency for cross region support.

I wonder if anyone have the similar situation and if there is any guideline for such process, like how we do the handover between regional helpdesks and what we should hand over to the next region effectively and efficiently.

Thanks
Andrew
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Wed Mar 25, 2009 6:49 pm    Post subject: Reply with quote

Andrew

When I ran the SD for the corp where we had an SD in London & Honolulu

As this SD were a 24x7 shop.. we handled it this way

The duty mgr was the trigger. The Duty mgr on each side would be a morning / evening setup 8 hours overlap. At the end of the evening DM, a snyposis of tickets - major tickets etc - and a conference call would be held to discuss

checklist includes - stale tickets - those hanging around
major incidents etc
statisitics

Until the 2 DMs (HI/UK) conduct the hand over, the turnover did not happen

the hand over was usually done one hour before or after the phones switched - as HI is 10 hours difference from london

This worked quite well

U should take the HD time scope against the 24 gmt clock and set the mgrs hand off 1/2 hour to 1 hour before or after the region takes over the primary

There should be a spam mail from the primary as well as the old primary to the region team lead/mgrs as well as to the staff

Ignore the fact that the people are in 4 different locations. They are supporting one corp under time constraints
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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airflying
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Joined: Nov 16, 2007
Posts: 6

PostPosted: Tue Mar 31, 2009 1:34 pm    Post subject: Thanks! Reply with quote

Hi UKVIKING,

Thank you very much for sharing this and currently we are planning to do the hand over by mail (which is sent at the end of one regional SD's worknig time). But we sometimes find the hand over might be duplicate with some ad-hoc information which shared when it happens, for example, if there is an outage happens in the mid of APJ and APJ team lead will send a mail to the rest regional SD as we might have some overlapping support time between regional SD, if we send the information at the end of the working day, it might already late for the next region to be prepared.

I just wonder which information should be included in the hand over in order to make it more efficient.

Best Regards
Andrew
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Tue Mar 31, 2009 5:56 pm    Post subject: Reply with quote

By Mail ?

Surely you meant e-mail.

We did the report by email. We also had a conference call where we discussed the following

On going tickets to pass over
high priority items
high nuisence items
tool issues
upcoming work
telco follow ups

SOmetimes the call would last for 15 minutes some times 5 minutes
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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AmyKnapp
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Joined: Jun 10, 2009
Posts: 1

PostPosted: Thu Jun 11, 2009 3:05 am    Post subject: Re: Global Helpdesk Hand Over Process Reply with quote

Hi airflying,

I was involved in the running of a 24x7 follow the sun Service Desk that moved from APAC > EMEA > AMER and back again.
The best way for us to handle the handover process was much akin to UKVIKING.

At the designated handover time the agent responsible (usually a primary response role) would review all of the open tickets, and major/global outages.
These items would be placed on a handover email and sent on to the next shift.
Then, to check the phone redirection and the receipt of the email, the closing shift would call the Service Desk number and confirm the details of the handover with the starting shift.

This left nothing up to chance (email delays, unclear instructions, or phone redirection faults) and proved a success in keeping the global team aware of the Service Desk status.

I hope this helps,
Amy
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