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Implementing a Help Desk for Data™
Summary
You have a Help Desk to provide assistance with technology issues.
Why shouldn't you have a Help Desk for Data™? Why shouldn't
your business and technical staff have a single point of contact
to find out about data definitions, permissions, and data-related
rules? Why shouldn't your organization have a way to efficiently
and consistently answer questions and address concerns?
In
this workshop we describe how to quickly and inexpensively build
a help desk designed to field data-related questions from across
the organization. We show how having a single point of contact for
data issues solves business problems, reduces organizational friction,
and manages risk. We describe how a help desk can free your data,
metadata, compliance, and process experts from the drain of addressing
routine questions, while ensuring that critical issues are escalated
appropriately. Participants will step through the process of triaging
calls, responding to typical questions, and invoking industry-standard
processes for classifying and escalating calls. Participants will
leave with workflows, checklists, and a plan for quickly ramping
up an inexpensive prototype.
Objectives
On workshop completion, participants will be able to:
* Describe the business benefits of having a single point of contact
for data-related questions.
* Articulate business, technical, and compliance risks that can
be managed through a Help Desk for Data™.
* Present a plan for a low-cost help desk operation that could be
operational within weeks.
* Describe types of questions a help desk should be able to address.
* Describe a typical triage and record-keeping process.
* Describe a typical issue escalation workflow employing existing
resources.
* Describe strategies for aligning efforts with Data Quality, Governance,
Metadata, and IT operations.
Duration
1 day
Prerequisites
None
Course Format
Lecture and group discussion
Instructor
Gwen Thomas
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Mailing
Address:
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DebTech
International, L.L.C., P.O. Box 162, Short Hills, NJ 07078
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Phone:
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(973)
379-7212
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Fax:
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(775)
201-9550
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e-Mail:
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info@debtechint.com
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