HELP-DESK SUPPORT

The help-desk procedures we talk about here are those relating primarily to online users. To help your operators communicate effectively with online users, you will want to have procedures established for them to follow. To develop help-desk procedures, keep several steps in mind. These steps include logging the problem, researching the problem, fixing the problem, and analyzing the problem for possible changes to training and/or documentation. Once the problem has been fixed, the operator will notify the user that processing may be continued. You will want to monitor the help-desk support for its effectiveness and to provide feedback to, and receive feedback from, the users, subsystem coordinators, and managers as well as your own staff.

Logging the Problem

The operator logs a problem to document its occurrence and to provide the information needed to solve the problem. The information includes the abort code, what step in processing the user was doing, what system the user was on, and what corrective action was taken. Figure 1-7 is an example of a log sheet that can be used for making entries. This log provides a tracking system for user problems and can be used to show if a pattern is developing. If a pattern develops, this log will provide the necessary background information needed when the programmer is notified.

Figure 1-7.-Help-desk log.

Researching the Problem

In researching the problem, you will need the abort code. With the abort code, you can determine the cause and what action will need to be taken to get the user processing again.

Solving the Problem

To solve the problem, the operator may have to reboot the computer, reload a disk file, contact the programmer, or have the users restart processing. All these solutions are dependent on what the abort code is.

Monitoring Help-Desk Support

You will need to review the help-desk log to determine if the problems reported can be corrected by changing or adding a training program. To solve the problem, you may need to update the program documentation to show the problem and its cause and solution. Be sure the users are receiving the types and levels of support they need. Listen to them. Ask if they are satisfied with the help-desk support. What else do they need? Listen to your staff, get their ideas, and work with them to continually improve support.

PRODUCTION CONTROL

When you hear the term production control, you usually think of the quality of the facility's output products. This is not the only area of concern. You should be looking at all areas of production, particularly daily operations.

DAILY OPERATIONS

You will want to look at the previous day's log. Evaluate what happened.

l Were all scheduled jobs run?

l When something went wrong, was the user notified?

l What action was taken to correct the problem?

l Was the job rerun?

l Was it necessary to rerun a series of jobs? If so, was it done?

l Are there corrections/adjustments you need to make to the workload schedule for today?

Remember, you are responsible for overseeing the work accomplished. Provide feedback to the production control coordinator, I/O control clerk, and shift super-visor, as needed, to improve performance and operation.

Talk to the subsystem coordinators; are they satisfied with the service and the products?

Look carefully at new applications:

How does the new application affect the other applications running concurrently?

Can the system efficiently handle the new work or do adjustments need to be made to the job mix and schedules?

What is the impact of the new application on online user response time?

Look carefully at modified applications:

What is their impact on the system?

Does it take more or less time to process the modified applications?

Were any problems encountered?

Do you need to talk to users about the impact of changes on the overall workload or throughput time?

Look for trends in the production process:

- Are there times when the system seems overloaded and slow?

- Are jobs backlogged that must be run the next day?

- Are there times when the system is almost idle?

Your review of daily operations and asking yourself these questions will provide valuable input to that process as well as having an impact on how jobs will be scheduled in the future.