Case Study: URS and Global Service Desk Consolidation

Bryant Larsen, URS

Dan Morgan, BEYOND20

About URS• Fully integrated engineering, construction, and

technical services organization

• Focused on five key market sectors: Federal, Oil and Gas, Infrastructure, Power, and Industrial

• More than 50,000 employees in nearly 50 countries

About BEYOND20

• IT Service Management focused consulting and training company

• 25% of Fortune 500 companies and 13 of the 15 Cabinet Level federal agencies work with BEYOND20 to support their ITSM initiatives

• Customers span 28 countries on five continents

The Challenge

• IT support systems ranged from Numara, TrackIT, FootPrints, Lotus Notes email databases, Word, and Excel documents to sticky notes

• As a result, URS had no centralized management of ongoing issues, no ability to leverage resources, no consistent process in the handling of issues, and no overall reporting for IT support

• The goal: Identify, design and implement a common ITSM platform across the IE Americas IT and expand worldwide

5

CORPCORP

Austin

Tampa

San Fran

Boise

FS

IE

UK / APAC

Cherwell Expansion

Cherwell Service Management Rollout

Incident Management /

Request FulfillmentService Catalog

Knowledge Management

Self Service Portal Email Integration Reporting

Key Project Accomplishments• Implemented Cherwell across IE Americas to bring

together multiple solutions into a common centralized platform.

• Consolidated multiple email addresses and phone numbers into single email and phone number contact points

• Deployed Cherwell Globally to IE operations in Asia Pacific and the UK to bring IT support operations onto a common platform

Key Accomplishments (continued)• Established a consistent process for requesting

Hardware and Software resulting in a more efficient procurement process

• Deployed Cherwell across multiple divisions within URS to continue to improve efficiency

• The Corporate IT group along with the Federal Services group were brought online with Cherwell

• This project has significantly improved efficiency in ticket handling by allowing groups to request assistance within a single platform

Incident Counts

25540

3218

195724

12662

2070

28826

230 14120

50000

100000

150000

200000

250000

Corp ServiceDesk

FS Service Desk IE Americas ITService Desk

IE APAC ITService Desk

IE BusinessSystems

IE EMI ITService Desk

IE EU APLithuania

IE EU AP Nordic

Incident Counts

25540

3218

195724

12662

2070

28826

230 14120

50000

100000

150000

200000

250000

Corp ServiceDesk

FS Service Desk IE Americas ITService Desk

IE APAC ITService Desk

IE BusinessSystems

IE EMI ITService Desk

IE EU APLithuania

IE EU AP Nordic

• The Service Desk currently handles an average of 2,000 tickets per day

How Is Cherwell Handling The Load?

• Ticket counts are increasing due to additional groups being brought on

• Time to restore is remaining consistent in spite of the increased load on the service desk and has even dropped recently

0

5000

10000

15000

20000

25000Ja

n-1

3

Feb

-13

Mar

-13

Ap

r-1

3

May

-13

Jun

-13

Jul-

13

Au

g-1

3

Sep

-13

Oct

-13

No

v-1

3

De

c-1

3

Jan

-14

Feb

-14

Mar

-14

Ap

r-1

4

May

-14

Jun

-14

Jul-

14

Incident Count

0

5

10

15

20

25

30

35

Mean Time to Restore Service (hours)

0

10000

20000

30000

Jan

-13

Feb

-13

Mar

-13

Ap

r-1

3

May

-13

Jun

-13

Jul-

13

Au

g-1

3

Sep

-13

Oct

-13

No

v-1

3

De

c-1

3

Jan

-14

Feb

-14

Mar

-14

Ap

r-1

4

May

-14

Jun

-14

Jul-

14

Incident Count

010203040

Mean Time to Restore Service (hours)

• URS call count has increased by a factor of 5 over 12 months

• Technicians have a powerful, easy to use platform that lets them be service desk superstars

Where Is My Data?

• Previous tool did not allow us to display data in a meaningful way

• Managers were prevented from making good business decisions

• Very little visibility into what was happening on the service desk

Display the Data in a Meaningful Way

• Cherwell Service Management finally allowed us to make sense of our data

• Managers get an accurate view of what their teams are doing and how the desk is doing overall

• Each group has their own dashboard tailored to their needs

Resource Management Dashboard

Resource Management Dashboard (cont’d)

Queue Coordinator Dashboard

Service Desk Supervisor Dashboard

Service Desk Dashboard

Customer Survey Results

• Anyone using Cherwell for Surveys?

• One Survey Type or multiple?

Customer Survey Results

• What is the average response rate you can expect when you send customers a survey?

• 10-15% is the industry average

Customer Survey Results

• So how well is URS doing?

• Consistently receiving over 20% responses month over month

Customer Survey Results

2

3

4

5

Oct

-12

No

v-1

2

De

c-1

2

Jan

-13

Feb

-13

Mar

-13

Ap

r-1

3

May

-13

Jun

-13

Jul-

13

Au

g-1

3

Sep

-13

Oct

-13

No

v-1

3

De

c-1

3

Jan

-14

Feb

-14

Mar

-14

Ap

r-1

4

May

-14

Jun

-14

Jul-

14

Timely

Quality

Skills

Courtesy

Overall

• Average of 23% of customers respond to surveys

Customer Survey ResultsHow Can we improve or sustain return rates?

• Send an automated thank you email so the customer knows you have received their response

• Share with them your plans on how you will use their valuable feedback

• Continue to deliver great service so they return positive results

Current State of Cherwell• Initial phased rollout to the IE Americas IT is

complete and operational

• Additional groups including Corporate IT, Federal Services, IE Asia Pacific, and IE UK have adopted and transitioned to the Cherwell platform

• These additional rollouts have included a portal, and integration with Federated Identity Management (FIM)

Future Plans For Cherwell• Multiple survey types to target specific groups

• Change Management process will be developed in Cherwell, replacing out of date tools

• Additional functional groups are looking at Cherwell as a development platform to replace some home grown databases and applications.

Questions?

• Bryant Larsen, URS, bryant.larsen@urs.com, 715-220-4668

• Dan Morgan, BEYOND20, dan.morgan@beyond20.com, 866-856-3117Twitter: @BeyondDaniel