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ITIL :: View topic - Work flow chart for the IT help desk
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Work flow chart for the IT help desk

 
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LS
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Joined: Dec 30, 2008
Posts: 9

PostPosted: Thu Aug 27, 2009 5:02 pm    Post subject: Work flow chart for the IT help desk Reply with quote

Hello everyone,

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.

Look forward for your support.

Brgds,
LS
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Aug 27, 2009 5:37 pm    Post subject: Reply with quote

Why should we do this

Are you going ot pay us for the flowchart

While this site is here to help you, we try to help you deal with tricky issues in ITIL

A flowchart written for my company wont match a flow chart written for Diarmid's nor theChosenOne or BorisBear's or any one else

Why are you not using the ITIL books and modifying the flowcharts from there for your own company
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Aug 27, 2009 5:40 pm    Post subject: Reply with quote

Also

Have you taking / passed any ITIL certification and what level have you done

If you have ITIL Certification , this shoudl be easy

NOTE: You can BUY the books online
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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MBU
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Joined: Dec 18, 2008
Posts: 70

PostPosted: Thu Aug 27, 2009 6:12 pm    Post subject: Reply with quote

Here some guidelines:
1. Take a pencil
2. Draw the process and activities and checklists on a sheet of paper
3. copy the paper and make it available for all HD staff

OR

1. buy a "processdrawingsoftware" like ... (no, i won't tell you)
2. draw the process and activities and checklists
3. print it and make it available for all HD staff
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Aug 27, 2009 7:25 pm    Post subject: Reply with quote

A workflow chart or a work flowchart or a workflow flowchart?

No matter.

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.
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"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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LS
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Joined: Dec 30, 2008
Posts: 9

PostPosted: Thu Aug 27, 2009 9:10 pm    Post subject: Reply with quote

Dear Responders,

I am very thankful to you all for providing your feedback. I have not done the ITIL certification but yes before appearing in the certification, am doing the self-study.

Further, as per your suggestions/guidelines I am going for the preparation of flow chart by analyzing the process step by step.

Brgds,
LS
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Aug 27, 2009 10:08 pm    Post subject: Reply with quote

LS

So was the question a work related question where you are trying to apply ITIL BP to the work or

an study question
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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