Help Desk Planning Questionnaire Name:

Role:
Date Submitted:
1) Program Managers should mark all responses that apply and specify names where indicated.
2) Program Managers should adapt the questionnaire and distribute to team leads for additional contact info
3) Team Leads should complete and return to Program Managers for review
4) Worksheet should be included in Help Desk Strategy and Help Desk Plan
See also: Help Desk Strategy Document
Question Response
What will be supported by the help desk?
a) applications/processes
b) hardware
c) network
d) operating system
e) database
f) other ______________________________
How long will the help desk process be in place?
a) first week of going live
b) first two weeks after going live
c) through first month end
d) permanently
e) until long term strategy implemented
f) other ______________________________
Whose Help Desk (HD) role is it to answer questions
of end users?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to categorize, process and follow
up of issues?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to submit vendor support
requests when appropriate?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to manage and follow up of
vendor support requests?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to provide additional training for
end users as required?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whoe HD role is it to drive internal development
requests as required?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to train new end users?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to train new processes/functions
to end users as they arise?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to provide status?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
EI Toolkit
Document version 1.0, June 2002
Last validated: June 2004
1 of 3
EITK0604
Help Desk Planning Questionnaire Name:
Role:
Date Submitted:
1) Program Managers should mark all responses that apply and specify names where indicated.
2) Program Managers should adapt the questionnaire and distribute to team leads for additional contact info
3) Team Leads should complete and return to Program Managers for review
4) Worksheet should be included in Help Desk Strategy and Help Desk Plan
See also: Help Desk Strategy Document
Question Response
Whose HD role is it to do installations of patches?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to upgrade to new releases?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Whose HD role is it to participation in follow on
projects?
a) Team Lead or Power User _________________
b) Help Desk Lead __________________________
c) External consultant ________________________
e) Other ___________________________________
f) Not part of the help desk responsibility
Other expected responsibilities of the Help Desk
(please list and specify who would be responsible).
____________________________________________________
____________________________________________________
_________________________
How will problems be communicated from users to
first level help desk (power users or team leads)?
a) telephone - special extension(s)
b) telephone - individual's extension
c) page
d) beeper
e) walk up
f) on-line into a database
g) e-mail using a standard form
h) other ______________________________
What are the hours of operation for the help desk?
a) normal workday for each department ___________
b) extended workday for each dept _______________
c) weekend hours and holiday hours ______________
d) other ______________________________
What is the physical location of the help desk?
a) locally within each dept
b) separate location on-site __________________
c) other _____________________________
What is the difference between the Help Desk and
normal IT support?
a) there is no standard IT support
b) explain the difference _______________________
____________________________________________________
_______________________________________________
How will help desk requests get prioritized?
a) low = system is not down, affects only the individual, and/or
no urgency, moderate = system is not down, affects several
users and /or there is a sense of urgency, high = system is
down, affects many users, urgency has been determined
b) other ______
Who needs to know about the help desk procedures
and contacts?
a) end users
b) team leads
c) team members
d) management
e) admins
f) IT dept
How will the help desk procedures and contacts be
communicated?
a) meeting of all users
b) during end user training
c) placed on web site
d) by team leads
e) other _______________________________
How will the help desk get feedback from the users
on its effectiveness and recommendations for
improvement?
a) informal open door
b) formal weekly feedback sessions
c) suggestion box
d) other ____________________________
EI Toolkit
Document version 1.0, June 2002
Last validated: June 2004
2 of 3
EITK0604
Help Desk Planning Questionnaire Name:
Role:
Date Submitted:
1) Program Managers should mark all responses that apply and specify names where indicated.
2) Program Managers should adapt the questionnaire and distribute to team leads for additional contact info
3) Team Leads should complete and return to Program Managers for review
4) Worksheet should be included in Help Desk Strategy and Help Desk Plan
See also: Help Desk Strategy Document
Question Response
Who 'owns' the help desk?
a) Program management
b) Program sponsors
c) IT
d) other _________________________________
What are the service level goals of the help
desk?
a) Available to user first try
b) Return initial message within ______ minutes OR
hours
c) Address/resolve open problems within ________
hours OR days
d) Other __________________________________
Who needs to be able to log a vendor support
request?
a) specify name: ______________________
b) specify name: ______________________
c) specify name: ______________________
Who needs to know to inquire on the status of an
existing vendor support request?
a) 2 Help desk leads
b) team leads
b) power users
c) team members
d) all end users
e) IT
f) other ____________________
What environment will be used by the help
desk to test isses as they arise?
a) TeST
b) Development
c) QA
d) Other ______________________
Will on-line help be available and used by the users?
a) not available to users
b) available and intended to be used by users
c) available, but not intended to be used by users
d) other _________________________________
Which of the follow have been defined in case
of a disaster?
a) Full disaster recovery plan documented?
b) How business will continue during recovery?
c) What are the data procedures?
d) What are the technical procedures for hw, network, tie
lines and so on?
EI Toolkit
Document version 1.0, June 2002
Last validated: June 2004
3 of 3
EITK0604