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HL7 Help Desk

Work Group Response

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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 Expanding 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 moderators

© 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. 3

Needs Help Desk Moderators need assistance from

Subject Matter Experts (SME) when they cannot answer questions

The best source is the Work Groups The Help Desk needs to be timely with

responses to questions The Help Desk needs a reliable escalation

process to get SME engagement

© 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. 4

Help Desk Formation

Three tiers of response and escalation– Tier 1 – The Help Desk Moderator can

answer the question and close the ticket– Tier 2 – The Help Desk Moderator

Manager can answer the question and close the ticket

– Tier 3 – The Help Desk needs to engage the SME

Management and tracking of open problem tickets

© 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. 5

Work Group Responsibilities The Work Group provides tier 3 response

– Tier 3 has three levels of response based on the Help Desk’s best assessment of the complexity of the question

– WG appoints a Help Desk Liaison(s) to be the point person for managing the incoming problem tickets

– All Work Group Co-Chairs and Help Desk Liaison(s) will be sent the problem ticket

The Work Group Help Desk Liaison(s) will coordinate responses to problem tickets– Liaison(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 response

– Each level has a time limit for ticket resolution – see policy [ URL] for details.

© 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. 6

Timelines

© 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. 7

Tier 3 Levels Level 1 – Single Work Group Single Domain

– This does not involve complexity or inter-domain issues– Expected to be resolved within 2 business days

Level 2 – Single Work Group – complex– This complexity could be that it is multi-domain and/or

complicated– Expected to be resolved within 3 business days

Level 3 – Involves multiple Work Groups– This complexity involves multiple Work Groups and likely

is multi-domain– Help 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 ticket

– Expected to be resolved within 3 business days

© 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. 8

Other Key information If Help desk has incorrectly assigned the ticket

– The 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 problem

– Clock resets when the ticket is passed on to the next Work Group

– For complex tickets, Liaison must confirm their work group should take the lead on tickets

Work Groups need to appoint Help Desk Liaison– While all Work Group Co-chairs will be copied on tickets,

the Liaison is the person expected to respond and resolve the ticket

– Work Groups will need to appoint a replacement Liaison when the Liaison is not available due to illness, vacation or other issues

– Other Work Group co-chairs can take over from the Liaison if they already know the answer or they suspect the Liaison is unavailable

© 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. 9

Next Steps Evaluate the process during the next trimester

– Need feedback from the Help Desk Moderator Manager on the success of the process

– Need feedback from the Work Group Co-chairs regarding the impact on their Work Group

What needs to be evaluated– Has the Help Desk properly determine the SMEs and the

complexity of the ticket– What additional information needs to be provided in the

ticket to improve response time– Has the escalation process worked and if not how can it

be improved

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Questions?

Change will not come if we wait for some other person, or if we wait for some other time.

We are the ones we’ve been waiting for. We are the change we seek.

~ Barack Obama