World Class Service Support

IT Service ManagementHelpdesk Processes

John Elliott – Service ManagerLorraine Forster – Service Management Consultant

Lynn Murrell – Helpdesk Manager

Introduction

The Objective Strategic Alignment INSRV Excellence Today INSRV Creating New Futures Front Office Back Office & Service

Developments

Essential for MWE Programme Success

The Challenge Culture Change Commitment & Ownership IT Service Management ITIL

How Can INSRV Help ? Already started – approval of the IT Service

Management Project

Where We Are A ‘Planned Day’ in the life of insrvConnect

Time Heath 1 x Staff

Cathays 4 x Staff

Walk-in Phones Walk-in/ Email/Voice

Mail 8:00 -8:30

8:30-9:00 9:00-10:00 10:00-11:00 11:00-12:00 12:00-1:00 ½ Hr Lunch 1:00-2:00 2:00-3:00 3:00-4:00 4:00-4:30 4:30-5:00

Where We AreA ‘Real Day’ in the life of insrvConnect

Heath

1 x staff Cathays 4 x staff

Time Walk-in Phones Walk-in/ Email/

Voice Mail

Chasing Calls &

Info

Video Conference

Reception Graduate

Centre cover

Training & CPD

Meetings Training Given

8:00-8:30

8:30 - 9:00

9:00-10:00

10:00-11:00

11:00-12:00

12:00-1:00 ½ Hr Lunch

1:00-2:00

2:00-3:00

3:00-4:00

4:00-4:30

4:30-5:00

Where We Are

Getting it Right Front/Back Office

Applications Team - Time Taken to Resolve:- 1st September to 31st October

No: calls <1 day 2-3 days 4-5 days >5 days

283 Total Calls Cleared 205 39 16 23

Where We Are

Getting it Right Front/Back Office

Desk Team - Time Taken to Resolve Applications Queries:- 1st September to 31st October

No: calls <1 day 2-3 days 4-5 days >5 days

1,318 Total Calls Cleared 1,224 39 18 37

Where We Are

What We Could Do Better Front/Back Office

Blackboard Team - Time Taken to Resolve Calls - 1st July to 31st August

No calls <1 day 2-3 days 4-5 days >5 days

169 Total Calls Cleared 16 25 40 88

Where We Are

What We Could Do Better Front/Back Office

Desk Team - Time Taken to Resolve Blackboard Calls - 1st September to 31st October

No: calls <1 day 2-3 days 4-5 days >5 days

429 Total Calls Cleared 414 9 2 4

Where We Are

What We Could Do Better Front/Back Office

Blackboard Team - Time Taken to Resolve Calls:- 1st September to 31st October

No: calls <1 day 2-3 days 4-5 days >5 days

769 Total Calls Cleared 172 233 120 244

Scale of Problem

Reports Top 10 common problems Time to fix Unassigned calls and status 1

insrvConnect Quiz Prizes for correct guesses!

Scale of Problem How many calls were logged from Sept 2005 - August 2006?

How many calls are currently open within RMS?

How many phone calls have been received this year?

How many emails have been processed this year?

How many walk-in visits are received each month?

How many WVN video conferences have been coordinated by insrvConnect staff since April 2006?

What percentage of calls are resolved by the desk team at the point of call?

How many complaints have been recorded this year?

26,100

1,052

26,000

30,000

500

120

85%

10

What Next?

What Are The Next Steps for Service Support?

Where We Are

How can the Service Desk deal with today’s demands and the future Modern Working Environment?

With the current Service Desk and working practices, we could not handle the situation any differently than we already do!

Technical Silos Different Working Practices Communication Issues

Starting The Journey – Our Path to Success

Definition of Our Services

Service Definition

Delivery of Our Expectations (Of Our Customers)

Service Charter

Team Agreements (To Resolve Problems)

Service & Operational Level Agreements ITSM Operational Engagement Meetings

Starting The Journey – Our Path to Success

Improved Communication & Management of Incidents

Incident Management Procedure Telephone Incident Prompts Chat Rooms Shared Workspace Learning Points

Raising awareness of issues to staff and students InsrvStatus Page

Our Path to Success

What Provision of Help & Self Service Do We Want For Our Staff and Students?

Portal & Self Service

Ability to Log and View Calls Accessibility of FAQ’s in Response to Support Calls Access to an Information Specialist in Real Time Ability to Change Passwords On-line & Remotely

Our Path to Success

Automation Reporting & Trend Analysis Asset Inventory/Awareness Management of Changes / Calendar of Changes Common Practices and Standards

• Technical Services Taxonomy Knowledge of Systems & Monitoring Central Repository of Knowledge Self Service Distributed IT Utilisation Development of Self

What We Can DoTo Achieve Success

The Achievement of Key Goals

Realisation & Acceptance that ITSM is the Foundation of MWE

Changing Culture & Embracement of Common Working Practices

FOBO – A Seamless Service CANDO Actions – Lean

How?

CommitmentResources

Integrate with MWE

Develop Common Working

Practices & SPOC’s

Develop Configuration

and Change Manager Role

Provide Resources for

Knowledge Base

INSRV

How?

Agreement

Integrate with Corporate Systems

Promote Change & Raise

Awareness of ITSM

Promote Service Desk to Schools &

Divisions

Define Change Managers &

Procedures

Provide Customer Self Service

System Monitoring

& Alerts for FO

Build Knowledge Base

Service CharterService Definitions

OLA’s

Team Ownership of Service Desk

Calls

OR of ITSMProject

Next Steps – Raising Awareness

Promotion of World Class IT Service Management

Within INSRV• Change Champion• IT Service Management Awareness• E-Learning Tools

Schools & Divisions

With Your Help