Dimension DataServices Wiki

8 February 2011

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Agenda

► Introduction

► Background where this started

► The Rules

► The Approach

► Phases and Versions

► Limitations

► Workarounds

► Next Steps

► Q & A

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Introductions

► Introductions

► Acknowledgements

• Project Core Team

• Tammy Macedo – Process Development

• Victor Brown – Content Development

• Louise Michelson – Site Development

• Global and Regional Business

• Numerous Project team members

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Background where

this started

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Background – Why?

► Service Desk system & tool change

• Global requirement

• Information system for Client facing environment

► Improvements & Standardisation

• Operational and Framework aligned

• Centralised update, decentralised usage

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Background – The Findings

► Federated process usage

• Autonomy in business

► Distributed documents and approval

structures

• Pockets of excellence

► Ten Lines of Business across RSA

regions

• Africa interdependence and optimisation

• No single or central process owner

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Background

Project to

► Change Service Desk system

► Increase in process compliance

► Increase OLA & SLA times - (MTTr and MTTR)

► Increase Client satisfaction

► All Lines of Business in scope to be 80% aligned to the

published processes

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Why do we need this?

We’re know what we are doing!

We’re specialists at what we do!

We’ve done pretty well so far!

So why do we need this?

The key is not JUST being good at what we do

BUTalso ensure that we achieve the right end results

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The Rules and our

Approach

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The Rules

► Standardise but allow flexibility

• Global & Regional flexibility a disadvantage?

► Retain ownership

• Locus of control

► Ease of Use

• Used across all business areas

► Don’t reinvent the wheel

• The Sinatra Syndrome

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Our Approach

► Gather ALL info

• Archaeology 101 = Dig!

► Internal Marketing and get Stakeholders

• Locus of Influence and Control

• Peace pipes

► Collaborate

• With everyone

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Collaboration Areas

Global Service Centre

Client

Experience

Business Rules

MOF

LoB Service Desks

Engineers / Team Leads

DD Processes

Global / MEA

ITIL V3

OngoingCollaboration

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Phases and Versions

► Multiple Iterations

• Everyone spitting in the pot

► Bottoms up!

• Walk a mile in your shoes

► SUAL

• Shut up and listen – To Everyone

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Our Systems

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Ways@Work

► Ways@Work

• De facto standard for all DD Process mapping

• Process depicted down to 2 levels of Activity

• Documents linked to Activity Blocks

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Ways@Work – Process Overview

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Services – Landing Page

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Services Wiki – Landing Page

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Services Wiki – Procedures and WI docs

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Services Wiki – Article layout

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Services Wiki – FAQ Layout

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Limitations and

Workarounds

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Wiki Limitations and Workarounds

► Limitations

• Screen layouts and formatting – poor editor

• Image handling - No “Cut and Paste” in articles

• Hyperlinks & Tables of Content in Documents

► Workarounds

• Adapt and format externally

• Upload images via a Discussion group then “Cut and

Paste”

• Remove hyperlinks unless unavoidable

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Q & A

Questions???