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Author:Kaskenmäki, Juha
Title:Selvitys asiakastuen ajankäytön mallintamisesta
Survey for modeling and measure service desk time usage
Publication type:Master's thesis
Publication year:2012
Pages:73 + [3]      Language:   fin
Department/School:Tietotekniikan laitos
Main subject:Tietokoneverkot   (T-110)
Supervisor:Nurminen, Jukka K.
Instructor:Koskenvaara, Tuomo
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:service desk
time usage model
asiakastuki
ajankäytön mallinnus
Abstract (eng): This master's thesis surveys, how to monitor and model service desk time usage distribution.
Current systems do not give detailed information so another method is needed.
The main goal is to find out how to measure time usage in service desk operations and how to use this information in a time usage model.
Several solutions are introduced, and the applicability of one measurement system is tested in the latter part of the thesis.

In this thesis a time usage model is implemented.
The model is used to monitor time usage.
The measurement system is tested, and it is usability in service desk operations is assessed.
The measurements are applied to a test group of service desk agents during their phone calls.
Based on the test results service desk time distribution can be modeled using a phone system.
Several configurations settings are specified in the phone system, based on the operational process requirements of the service desks function.
A reporting tool can be used to provide information for time distribution reports.

The model developed in this thesis serves its purpose accordingly, and it enables monitoring service desk time usage.
The measurements carried out with the phone system are reliable, thus they can be used in the model.
Time usage distribution was formulated for the three test groups separately and the difference between the groups were pointed out.
Different working methods and customer types explain the variation between the test groups.
Abstract (fin): Diplomityössä selvitetään, miten asiakastuen ajankäyttöä voidaan seurata ja mallintaa.
Nykyisin käytössä olevilla järjestelmillä ei saada riittävän tarkkaa aikajakaumaa.
Työn tavoitteena on selvittää, miten asiakastuen ajankäyttöä voitaisiin seurata ja mallintaa.
Työssä esitetään muutamia vaihtoehtoja, joista testataan yhden soveltuvuutta työn lopussa.

Työssä toteutetaan ajankäytön seurannan malli, jonka avulla ajankäyttöä tullaan jatkossa seuraamaan.
Mittausjärjestelmää testataan, se tuottaa mallille informaatiota, ja sen soveltuvuutta arvioidaan työn lopussa.
Mittaus suoritetaan asiakastuessa puhelinvuorossa työskentelevälle testiryhmälle.
Mittaustulosten perusteella asiakastuen ajankäyttöä voidaan mitata puhelinjärjestelmällä.
Järjestelmään määritellään useampia tiloja, jotka perustuvat asiakastuen toimintaprosesseihin.
Aikajakaumat saadaan muodostettua raportointityökalulla.

Työssä määritelty malli toimii, ja sen avulla voidaan seurata asiakastuen ajankäyttöä.
Puhelinjärjestelmällä tehdyt mittaukset olivat luotettavia, joten sen tuloksia voidaan käyttää mallissa.
Testiryhmän kolmelle asiakastuelle saatiin muodostettua ajankäytön jakaumat, jotka kertoivat asiakastukien erilaisuuden.
Eroavaisuudet johtuvat asiakastukien erilaisista työskentelytavoista ja asiakkuuksien eroista.
ED:2012-05-16
INSSI record number: 44572
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