Help File Proposal
- 1. Help File Process Change Proposal Incident Management, GOIS
- 2. Agenda Introduction Alternative to Current Help File Web-based Solution XML Technology Updates Feedback Advantages .NET Framework Streamlining and Cost Savings Summary
- 3. Introduction The name Unisys is an amalgamation of universal reach and synthetic approach. It should be synonymous with risk-taking and assertiveness. To reach the goal of being universal, we need to see beyond what works and define improved ways of doing business. The proposition of synthesis relates to attributing our knowledge and skill set into best practices to achieve our goal of supporting the customer the best way possible. The antithesis of this would be to continue using the current tools and processes available. One way to achieve the universal reach and synthetic approach our name conveys would be to improve our current help file process.
- 4. Introduction The current Help File has several disadvantages: The Help File is it's own system Isn't compatible with other programs No search option Has no interface capability Process flow non-linear/not user friendly Not Interactive No consistency across clients A single file
- 5. Alternative to Existing Help File Alternative Solution Example - MSDN Library Table of Contents: (dropdown headers and subheadings) Search Field: (agents can do keyword searches) Feedback Link: (direct link to content owners)
- 6. Web-based Solution Use a web-based solution taking advantage of XML. Flexible Ease of use Cost Savings No RoboHelp training/certification/licenses required Portable Collaborate with clients Searchable Keywords Link to other resources On the web
- 7. XML Technology The Extensible Markup Language (XML) is a general purpose markup language capable of describing many different types of data. Exchange data among enterprise systems Interface with Service Center Works with different platforms Data Services Component Exchange business information Integrate data from other systems Robust, hierarchical structure Suitable for most type of documents Ability to represent general data structures Records, lists and trees
- 8. XML Technology International XML is based on Unicode allows for more storage space for each character for foreign alphabets Scalable Customizable Auto-fill ticket coding based on article/customer account Using application programming interface ( API ) Article selection first Work Log entry Capture customer feedback Enable business-partner communication
- 9. Updates Production and development side No downtime required to make pushes Seamless No action required from end user to complete update
- 10. Article Feedback Submission Tied directly to the article Agents have more control over article content Feedback changes forwarded to Service Manager Interim contact to Technical Writer (owns the process) He can approve or decline requests for changes Has final say Service Manager will forward to technical writers They can update changes on the development side for the next push
- 11. Several Advantages Increase productivity Cut down on mistakes made at the Service Desk Decrease misroutes/miscodes Increase FCF Volume of data and information available to them Tied to online resources Decrease AHT Cut down on time spent searching for an article Troubleshooting procedures can be inserted into the Work Log directly from the article Utilizing API and Component Object Model ( COM ), now .NET Framework
- 12. .NET Framework Interoperability Because so many COM libraries have already been created, the .NET Framework provides methods for allowing interoperability between new code and existing libraries. Language Independence .NET Framework supports development in multiple programming languages. Security .NET allows for code to be run with different trust levels without the use of a separate security mechanism.
- 13. Streamlining and Cost Savings Streamline Processes Having a web-based solution would increase overall productivity of agents due to ease of use and ability to perform content updates without disrupting workflow. Cost Savings The obvious benefit to decreased downtime and improved performance.
- 14. Summary Better “knowledge base” solution Online and global Leverage XML Easy content updates Better feedback approach Several advantages Utilize .NET Framework Overall benefits
- 15. Thank You
Editor's Notes
- #2: How outsourcing is relevant for our client base.