Attachment 4 Helpdesk Process Flow.pdf

154 KB Posted

Attached to
Operations, Maintenance, Support, & Enhancement for ARCSIS
Solicitation number
S000000182
Issued by
Pulaski County, Arkansas

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This document describes the helpdesk process flow for a state-owned software system called Track-It. The helpdesk process involves three priority levels - Priority 1 (High), Priority 2 (Medium), and Priority 3 (Low). Level 1 helpdesk staff receive calls/emails, open tickets, and conduct initial troubleshooting. If they cannot resolve the issue, it is escalated to the maintenance team for further evaluation and assignment to a technician. The maintenance lead will then estimate the level of effort required, prioritize the ticket, and incorporate it into the work plan. Any work estimate over 240 hours is considered a project.

The related state and local contract opportunity is for the Operations, Maintenance, Support, & Enhancement for ARCSIS for the state of Arkansas. The contract covers support and enhancement of the state-owned Track-It software system described in the attachment.

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Other files

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Attachment 1 DFA OCSE Organizational Structure and Contractor Staff - Copy.pdf PDF
Attachment 8 Additional Terms and Conditions.pdf PDF
S000000182 Bidders Conference.pdf PDF
S000000182 Q and A.pdf PDF
S000000182 Response Packet REVISED 12-12-2022.docx DOCX document
Attachment 11 TSS DIS Securing Web Applications Policy.pdf PDF
Attachment 2 Program Complexity.pdf PDF
Attachment 3 Service Requirements.pdf PDF
Attachment 6 Issue Resolutions and Project Scoping.pdf PDF
S000000182 Official Bid Price Sheet.xlsx XLSX spreadsheet
Attachment 10 Safeguarding Language.pdf PDF
Attachment 5 Project Work Flow.pdf PDF
S000000182 ARCSIS O and M RFP.pdf PDF
Attachment 7 DFA OCSE State Staff Roles and Responsibilities.pdf PDF
Attachment 9 Confidentiality Agreement.pdf PDF
Contract and Grant Disclosure~26.pdf PDF
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Attachment 4 Helpdesk Process Flow

Figure 1

1. Issue Resolution Lifecycle: The life cycle for system issue resolutions, enhancements and projects are listed below.

a. The Level 1 helpdesk receives the call or email and opens a ticket including details provided by user in the state-owned software Track-It. Level 1 conducts trouble shooting and an initial triage of the details upon submission to the help desk. If Level 1 is unable to resolve the issue, the ticket will be escalated/assigned to the maintenance team.

b. 2nd level triage will be performed by the maintenance leads within 24 hours or less based on the priority of the ticket. The maintenance lead will assign a technician to evaluate the number of hours it will take and report back with the level of effort. It is then prioritized in the work plan.

2. Ticket Priority Levels: There are 3 Priorities reflected in the ticket tracking software.

a. Priority 1: High, these tickets are worked immediately; system is down, or mission critical business processes are affected.

Attachment 4 Helpdesk Process Flow

b. Priority 2: Medium, these tickets will include break fixes or enhancements that are not impairing critical business processes. They will be worked based on complexity of required change.

c. Priority 3: Low, these tickets are feathered in as time allows. If a due date is provided by the Steering Committee, it will be given a higher priority ranking.

3. Work Estimates Based on Complexity: Anything over 240 hours is considered a project.

Figure 2

Very Simple Simple Moderate Complex Very Complex

Existing 10 20 40 80 160

Rewrite 15 30 60 120 240

New 20 40 80 160 320

Es ti m at e d

H o u rs

Module Complexity

File details come from the government source that posted it. Updated .