Creating the ABC Philippines’ IT helpdesk playbook: A live guide for configuring applications and workstations, and troubleshooting software and hardware errors

• Main Author: Serrano, Elisha Jane
• Format: text
• Language: English
• Published: Animo Repository 2023
• Subjects: Knowledge management; Debugging in computer science; Technology and Innovation
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/169; https://animorepository.dlsu.edu.ph/context/etdm_manorg/article/1197/viewcontent/Creating_the_ABC_Philippines2__IT_Helpdesk_Playbook__A_live_guide_Redacted.pdf
• Institution: De La Salle University

The purpose of this action research is to address the lack of knowledge-based documents of ABC Philippines’, the largest independent publicly listed pan-Asian life financial group, IT Helpdesk Team. The lack of knowledge-based documents resulted to preferential IT Supports who were able to remediate the user’s issues before, aging IT tickets, and unbalance workload between the team. These issues produced a demoralized and unmotivated IT Supports, and to address them me and my collaborators created the ABC Philippines’ IT Helpdesk Playbook. Merriam-Webster dictionary describes a Playbook as a stock of usual tactics or methods and one or more plays in a book. The live guide for IT Helpdesk Engineers will be in a form of a playbook. It’ll be categorized by either request and incidents, and will have a screenshot of the error and the known step-by-step procedures on how to remediate it. The Knowledge Management and Techno-Centric Knowledge Management Frameworks used to guide us in conceptualizing and ensuring sustainability of the Playbook, while Kotter’s 8-Step Model is used to implement the change among the team. In the first cycle, we focused acquiring approvals from management, creating the goals and timelines, conceptualizing the Playbook layout and finalizing our means of knowledge dissemination and usage. The second cycle is about the collection if the guides that will form the playbook, the testing of the collected guides, and guaranteeing its sustainability. In 2021, prior the creation of the playbook, IT Helpdesk team’s monthly service level achievement (SLA) is at 99.3%, with an average aging per ticket of 1.5 days, with the creation of the Playbook the average monthly SLA for 2022 is now at 99.85%, with an average aging per ticket of only 2 hours. Moreover, from September 2022 (the first full month the Playbook went live) to February 2023 the team has constantly achieved 100% monthly SLA. We’ve effectively reduced passing of an IT ticket from one support to another down to 0 instances in the past 6 months.