HL7 Help Desk

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HL7 Help Desk. Work Group Response. Goals of the HL7 Help Desk. The HL7 users have a reliable and dependable way to resolve their problems A positive experience of those users regarding resolving their problems - PowerPoint PPT Presentation

Text of HL7 Help Desk

More Than You Think

1 HL7 Help DeskWork Group Response

11Goals of the HL7 Help DeskThe HL7 users have a reliable and dependable way to resolve their problemsA positive experience of those users regarding resolving their problemsExpanding the knowledge base within the Help Desk management system so that it can be used to resolve more of the problems by the help desk moderators2

2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.NeedsHelp Desk Moderators need assistance from Subject Matter Experts (SME) when they cannot answer questionsThe best source is the Work GroupsThe Help Desk needs to be timely with responses to questionsThe Help Desk needs a reliable escalation process to get SME engagement3

2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.Help Desk FormationThree tiers of response and escalationTier 1 The Help Desk Moderator can answer the question and close the ticketTier 2 The Help Desk Moderator Manager can answer the question and close the ticketTier 3 The Help Desk needs to engage the SMEManagement and tracking of open problem tickets 4

2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.Work Group ResponsibilitiesThe Work Group provides tier 3 responseTier 3 has three levels of response based on the Help Desks best assessment of the complexity of the questionWG appoints a Help Desk Liaison(s) to be the point person for managing the incoming problem ticketsAll Work Group Co-Chairs and Help Desk Liaison(s) will be sent the problem ticketThe Work Group Help Desk Liaison(s) will coordinate responses to problem ticketsLiaison(s) will evaluate that the ticket does in fact belong to the Work Group and confirm to the Help Desk it has been directly properly and the approximate time a resolution will be provided if the resolution is not included in the initial responseEach level has a time limit for ticket resolution see policy [ URL] for details.5

2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.Timelines6 2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.Tier 3 LevelsLevel 1 Single Work Group Single DomainThis does not involve complexity or inter-domain issuesExpected to be resolved within 2 business daysLevel 2 Single Work Group complexThis complexity could be that it is multi-domain and/or complicatedExpected to be resolved within 3 business daysLevel 3 Involves multiple Work GroupsThis complexity involves multiple Work Groups and likely is multi-domainHelp Desk will determine the most likely candidate Work Group to be the lead (Primary) to help coordinate the final response across all Work Groups All Work Group Co-Chairs and Liaisons to be copied on the ticketExpected to be resolved within 3 business days

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2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.

Other Key informationIf Help desk has incorrectly assigned the ticketThe Liaison must reject the ticket within the first day of receiving it and indicate who they believe is the best Work Group to resolve the problemClock resets when the ticket is passed on to the next Work GroupFor complex tickets, Liaison must confirm their work group should take the lead on ticketsWork Groups need to appoint Help Desk LiaisonWhile all Work Group Co-chairs will be copied on tickets, the Liaison is the person expected to respond and resolve the ticketWork Groups will need to appoint a replacement Liaison when the Liaison is not available due to illness, vacation or other issuesOther Work Group co-chairs can take over from the Liaison if they already know the answer or they suspect the Liaison is unavailable8

2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.Next StepsEvaluate the process during the next trimesterNeed feedback from the Help Desk Moderator Manager on the success of the processNeed feedback from the Work Group Co-chairs regarding the impact on their Work GroupWhat needs to be evaluatedHas the Help Desk properly determine the SMEs and the complexity of the ticketWhat additional information needs to be provided in the ticket to improve response timeHas the escalation process worked and if not how can it be improved9

2013 Health Level Seven International. All Rights Reserved. HL7 and Health Level Seven are registered trademarks of Health Level Seven International. Reg. U.S. TM Office.10Questions?Change will not come if we wait for some other person, or if we wait for some other time. We are the ones weve been waiting for. We are the change we seek.

~ Barack Obama