Service process Flashcards
Questions
Potential questions:
What happens when a user needs service?
Do users call the internal help desk?
Is the organization a self maintainer with HP?
Does the organization typically repair devices or replace them?
Does IT use any software to manage the printers?
What service level do end users receive now?
If the current SLA provided to the end user sufficient?
Does IT have techs preforming printer repair? Are they dedicated to the printers?
Service process
Example
Device malfunction >end user calls internal help desk>iT triages over the phone & attempts a fix>IT Helpdesk escalates to desktop support >desktop support sends a tech on site> device is determined to be more a simple fix> desktop support looks up warranty information > desktop support will initiate warranty service based on individual documentation on that device or replace the device
How it works with HP
End users call HP> end user provides sticker number>HP dispatched a tech with a mobile parts drop for any potential issues
Note: the process is highly flexible & can include a customer’s helpdesk & utilize more methods to contact HP for service.
Why?
Service on desktop devices is often sporadic or poorly accounted for. IT and/or the end user will typically feel the brunt of the situation. Understanding what the pain is and who has the pain is will allow an effective Win Theme to be developed for the right audience. Understanding the service workflow will also highlight potential objections. For example, if IT does not support printers past the initial install, they will be extremely resistant to taking ownership of that process.
