• Inok Systems

FootPrints Workspace Design Tips Pt 3

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In the first 2 parts of the series, I explained how reports would more or less define your FootPrints field requirements and also the use of automations and escalations to ensure that the right workflow is triggered as well as making FootPrints reduce manual work for agents.

In the last part, I would like to touch on usability. In one of my blogpost, Simplifying IT for the End Users, I stressed the importance of making an application easy to use and intuitive. One of the great functions FootPrints is to be able to control field behaviour at different status for different roles.

Ideally, the user will not need to remember what fields are required at this stage of the ticket life-cycle and just follow whatever FootPrints display to them. Another advantage of this is that reporting will be consistent and the days of missing data in fields would be gone.

So go ahead and make full use of FootPrints User roles and/or Form designer capabilities to enable your agents to use FootPrints quicker and safer!

Random Blogpost

1. Identify the issue

Be a good listener and try to understand customer's issue clearly, and ask yourself several question below:

- What trigger the issue?
- Is this issue specific to this customer, or happens to other customers as well
- Is the issue is a known issue?
- What is the impact of this issue to the customer?

After you identified the issue, summarize the issue to the customer to have the same understanding about the issue the customer have.

2. Analyze the issue

Check if there's other similar issue reported? analyze the data and try to replicate the issue to see if the issue really exists.

3. Generate possible solutions

Once you have identified and analyze the issue, it is time to brainstorm possible solutions.
While going through this brainstorming process, generate a list of possible solutions.

4. Evaluate each solution and select the most appropriate

Once you have identified possible solutions, evaluate the plus and minus of each solution, then select the most appropriate solution.
You can evaluate the most appropriate solution based on these factor below:

- Cost to implement the solution
- Resource to implement the solution
- Time to implement the solution
- Risk and impact

5. Plan and implement the solution

Inform your customer about the detail plan of your solution, and how it wil be implemented including the roll back plan.
During the implementation it is important to continually check in on your progress to ensure that you are still on track.

6. Analyze the results

Once you have finished the implementation process, you should analyze the results, and ask the customer if the solution satisfied and meet their expectations.