Posted: Thu Aug 27, 2009 5:02 pm Post subject: Work flow chart for the IT help desk
We are going to implement the local IT help desk at internal level in our company and I have been told to prepare the work flow chart and process documentation for the same. We have to start this activity from scrap considering the ITIL framework.
Therefore, I request you to please provide me some guidelines for how to create a work flow chart for the IT help desk and if possible then please forward me any work flow chart for the IT help desk.
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Thu Aug 27, 2009 7:25 pm Post subject:
A workflow chart or a work flowchart or a workflow flowchart?
To work out the workflow you can start by thinking what inputs there will be. Then think about what has to be done with those inputs and in what sequence in order to achieve the possible outcomes. All of this can be derived from the policy and objectives and functional description of your helpdesk.
As John said, that is going to be different from anyone else.
For the Help Desk a good starting point might be "receive call", but it depends on the detail level you think you need. It might be "hear phone ringing"
In my experience, the design is hard work and involves talking to the people involved and thinking through the practicalities, probably iterating the design to ensure that workers can use it and managers are happy it will do what they want.
I could design a three box flowchart, a ten box flowchart, or a ten page flowchart for the same operation.
But I'd need to investigate on site first, and I'd need paying. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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