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EHDEN / ehden-roadmap

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EHDEN Service Desk #7

Open PRijnbeek opened 3 years ago

PRijnbeek commented 3 years ago

Proposal own by: @PRijnbeek and Erasmus MC team

Motivations

A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is fundamentally different from a helpdesk. A service desk provides services to support all the organizational needs, this can include call management, knowledge base, etc. A helpdesk is often more focused on providing technical support to individual users only.

Why the Service Desk?

  1. We want to build a strong customer relationship with a more personal touch than the interactions through public forums
  2. We need to provide an easy, accessible knowledge base for all our stakeholders beyond the more technical solutions like Github and a public forum. We want to empower our users to help themselves.
  3. It is important that we can provide a solution that tracks all the interaction with EHDEN beyond simple email traffic. This would give us to opportunity to measure our response times, prioritize, etc.
  4. A service desk would also allow us to optimize our processes more efficiently by sharing and dividing responsibilities for the services. For example, question from data partners about the application process can be handled by a specific person or team.
  5. We will need a scalable, professional solution for our sustainability phase.

The EHDEN Service Desk will contain a self-service portal (https://servicedesk.ehden.eu), an email process (servicedesk@ehden.eu), and a phone number (to be reserved).

Proposal for Implementation

We will use Topdesk as a SaaS solution hosted at https://servicedesk.ehden.eu. For more information on the self-service portal component of Topdesk see: https://www.topdesk.com/en/features/self-service-portal/. Topdesk is a very powerful solution than can scale to any size of organization, e.g., all services in the Erasmus MC of 10.000 people are managed by Topdesk.

Implementation Approach

Through the WP4 meetings a minimal viable product will be developed that will service a growing list of user types. We start small and can grow when needed. A short workshop is foreseen to make big steps in creating the specifications for the tool and implementation will take place in an agile approach.

Contributions

Discussion related to the tool development will take place here.

The Roadmap is defined here.

High-level updates are provided in this issue during the project.

Contributors

EMC / @PRijnbeek, @bmosseveld WP4 Team members

Progress

PRijnbeek commented 3 years ago

The development of the EHDEN Service Desk was proposed in the WP4 call of 15 February 2021 and agreed by the WP4 leadership.

Suggested timeline for a first prototype is Q4.

Commitment has been guaranteed by partner EMC