Mike Veitch - The Helpful Helpdesk @ 2009 Lasa Circuit Rider Conference -- Healthchecks, handbooks and helpdesks - Slash your support costs by buying a pencil

1. What ever happened to the IT Handbook? Mike Veitch UK Circuit Riders Conference 9 th June 2009

2. Is the following situation familiar?

3. A typical call starts Can you help? I can't connect to the internet this morning.

4. Absolutely correct, but will it work? Ok. It'll take a couple of minutes to fix this. All I need from you is the router password

5. What's a router? I didn't even know it had a password. Probably not then?

6. Frustrating, isn’t it? Thus begins a typical morning

7. Can this be sorted?

8. The solution must be Not so much a big idea, rather a small idea.

9. Simple to use little or no ICT skill or knowledge required The solution must be

10. Simple to use Accessible Can anyone use this product? The solution must be

11. Paper based Simple to use Accessible A4 paper and a pen or pencil is all you need. The solution must be

12. Paper based Supported Simple to use Accessible The users will be able to contribute The solution must be

13. Paper based Supported Simple to use Accessible Low cost It is not free but is distributed at cost The solution must be

14. Low cost Paper based Supported Must be simple Accessible It may just work Maybe this will be a solution

15. A product for larger organisations

16. 5 – 25 Staff Most voluntary organisations are in this group

17. 5 – 25 Staff A product for larger organisations

18. 5 – 25 Staff More than one individual responsible for information

19. 5 – 25 Staff Server More than likely to have a server

20. 5 – 25 Staff Server Internal email Using exchange or similar product

21. 5 – 25 Staff Server Internal email Accidental Techie Likely to have someone who acts as a systems administrator

22. 5 – 25 Staff Server Internal email Accidental Techie Support company Relies on external support

23. Larger organisations supported

24. Small or micro organisation

25. Fewer than 5 Staff Could be only one or run by volunteers

26. Fewer than 5 Staff A product for the small organisation

27. Fewer than 5 Staff Maintained by an individual

28. Fewer than 5 Staff Peer-to-peer May be using Networked storage and printing

29. Fewer than 5 Staff Peer-to-peer Webmail Might use POP3/SMTP or similar

30. Fewer than 5 Staff Peer-to-peer Webmail Few skills No person with IT management skills

31. Fewer than 5 Staff Peer-to-peer Webmail Few skills No support No formal access to external support

32. Micro organisations unsupported

33. Larger organisations supported Micro organisations unsupported

34. So how does it work?

35. Larger organisation

36. Larger organisation support vendor

37. Larger organisation support vendor

38. Larger organisation support vendor the helpful helpdesk a community interest company

39. Larger organisation

40. Larger organisation knowIT.org.uk

41. Larger organisation knowIT.org.uk

42. Larger organisation knowIT.org.uk

43. Larger organisation support vendor knowIT.org.uk the helpful helpdesk a community interest company

44. Small organisation

45. Small organisation

46. Small organisation knowIT.org.uk

47. Small organisation knowIT.org.uk

48. Small organisation knowIT.org.uk

49. Who can use knowIT?

50. VCO and charities Who can use knowIT? Not for profit organisations in the Third Sector

51. VCO and charities Circuit Riders Who can use knowIT? ICT staff or volunteers offering support to the sector

52. Individuals VCO and charities Circuit Riders Who can use knowIT? Personal use (non – commercial)

53. Individuals ICT support vendors VCO and charities Circuit Riders Who can use knowIT? Commercial support companies supplying the sector

54. Individuals ICT support vendors VCO and charities Circuit Riders Social Enterprises Who can use knowIT? Trading businesses with a social purpose

55. Individuals ICT support vendors VCO and charities Circuit Riders Social Enterprises Have we missed anyone? That should be enough users to start with

56. Internet resources Getting support Available on KnowIT website

57. Internet resources Circuit riders Getting support ICT riders and other sector support staff

58. Support Companies Internet resources Circuit riders Getting support Commercial support companies supplying the sector

59. Support Companies ICT Volunteers Internet resources Circuit riders Getting support iT4c can help find volunteers

60. Support Companies ICT Volunteers Internet resources Circuit riders Getting support

61. What we need to do next

62. Distribute samples There are copies of the IT Handbook V0.8 available What we need to do next

63. Distribute samples Sign up test users If you wish to join the test then please sign up What we need to do next

64. What we need to do next Continue work on v0.9 Distribute samples Sign up test users This is the final design and layout version

65. Continue work on V0.9 Recruit a sponsor Distribute samples Sign up test users The minimise the cost to the user – a sponsor would help What we need to do next

66. Better get on with then Continue work on V0.9 Recruit a sponsor Distribute samples Sign up test users

67. Development partners Recruiting now

68. Thank you for paying attention Mike Veitch