This IT project is part of our digitalization and optimization of our customers’ IT landscape. Through targeted measures, we promote technological progress, optimize cross-system processes and create a sustainable basis for future developments. Our IT reference projects serve as a basis for orientation. They support the reusability of tried and tested concepts as part of project implementation.
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Help desk for IT support
Project duration: 4 months
Brief description
Creating a help desk application in order to record and evaluate queries to the IT support team and to coordinate processing. Integration of escalation management and automatic ticket creation by monitoring tools. Gradual set-up of a knowledge base.
Supplement
An existing Notes application is adapted 60% in accordance with the customer's wishes and large parts of it are redeveloped.
Subject description
The queries are recorded at a central location and some of these are answered at this point (first level support). Situations that cannot be solved in an initial discussion are allocated to an agent from the support team. Completion of the order is monitored by the central office. The work of the central office and support team is supported by various functions. In addition to recording data relating to the problem and the ticket, a sophisticated time and escalation management system is implemented; this forms the basis for an accounting system. Other special features include ticket templates for recording the same query from multiple users (e.g. during application changeovers) and connecting a monitoring system for recording the processing of system errors. Furthermore, automatic reply emails and tracking of a user's own tickets are supported.
IT project data
- Industries textile industry
- Specialist tasks help desk, Knowledge Management
- DP tasks customised software further development
- System environments Client/Server
- Procedure model Rapid Prototyping
- Programming languages Lotus Script
- Databases Lotus Notes Database
- Operating systems Windows 2000, Windows NT
- Middleware and frameworks Lotus Domino Server
Project period01.02.2001 - 01.06.2001
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