The Team
The new support model is the product of the work of the following
members of the User Services group:
Nicole Cremel
Maria Dimou
Bernd Pollerman
Ludwig Pregernig
Hannes Schwarzbauer
David Underhill
Roger Woolnough
The Method
* Several periodical shifts with the helpdesk members
* Brainstorming sessions in the team
* Feedback meetings with the helpdesk and the service managers
* Give the helpdesk more than 10 mins/question to allow more time
for solution search
* User interviews and general feedback
* Remedy reconfiguration to introduce Quality Assurance
* Data mining of a big range of past remedy 'problem and solution' cases
* Attachment of a responsible name (Manager on Duty) to every problem
* Input from industry market leaders to define objectives
CERN report on User Support
HEPiX Fall 2002