Ninety nine per cent happy?
A help desk reports that users are very happy. But only five users answered the survey. Three of them gave a score of nine on a scale of one to five.
Before a team acts on feedback, it must ask: is this feedback believable?
Key words
| Word | What it means |
|---|---|
| Information system | people, data and technology that collect, store and share information |
| Service delivery | how well a support service does its job for users |
| Feedback | what users say about the service |
| Valid | sound and believable, because it is complete and makes sense |
| Ticket status | the stage a ticket is at, such as open or closed |
| Remote support software | a program that lets a technician see and control another computer |
| Distribute | to share information with the people who need it |
| Summary | a short account of the main points |
The cells students fill in are left blank in this preview.
By the end of this lesson
Note
I can run the tools that keep a support service going, and judge whether user feedback is valid.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Operate information systems
An information system helps a service collect facts, store them, maintain them and distribute them. For support, the facts are tickets, guides, user details and readings.
The technician keeps the system working and the records correct, and shares what people need to know.
Keep the service going: tickets
Four jobs keep a service running.
Create, action and update tickets. Log each request, work on it, and write down progress. Communicate the status to users: tell them when it is open, being worked on, or closed. Monitor and record system performance. Support users remotely with remote support software when a visit is not needed.
Count the open tickets in a small list
printf 'id,status\n1,open\n2,closed\n3,closed\n4,open\n' > tickets.csv && grep -c open tickets.csvA command for the lesson’s lab terminal. It is shown here and not run.
Check: keeping the service going
Have a go
Check: keeping the service going
4 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.