IT Service Excellence Awards for Small Team...

IT Service Excellence Awards for Small Team 2011

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Contents Introduction to the Enterprise Service Desk ........................................................................................... 2

Leadership ............................................................................................................................................... 4

Policies & Strategy ................................................................................................................................ 11

People Management ............................................................................................................................. 13

Resources .............................................................................................................................................. 15

Processes ............................................................................................................................................... 21

People Satisfaction ................................................................................................................................ 29

Customer Satisfaction ........................................................................................................................... 34

Performance Results ............................................................................................................................. 37

Social Responsibility .............................................................................................................................. 40


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Introduction to the Enterprise Service Desk Two years ago the Enterprise Service Desk were faced with some tough challenges and recognised that they had to change direction and quickly. The Enterprise group was growing rapidly through contract wins and acquisitions, the volume of customers we were supporting had almost doubled in this period and there was more to come. We were being driven to support the business through the changes and wanted to prove that the Service Desk were strong enough and flexible enough to adapt. The toughest challenge of all was….

‘Do more with same’.

This was a message that was being portrayed from Executive Board level through all levels of Management.

This submission pack will take you through our journey and how we went from being a Service Desk to being a Service Desk that provides the best in class service.

Enterprise is the UK’s largest dedicated maintenance and front-line service provider to the public sector and utility industry.

Our Service Desk supports 4500+ users and we operate Monday to Friday, 6am – 7pm.

Below is an illustration of the services we support:-


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Enterprise deliver white collar services to blue collar organisations.

Some of these are listed below:-


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Leadership Leadership at Enterprise is driven from the top. It is seen to be very important and key for the business and achieving plans for growth. It’s fundamental for the leaders to promote the goals that are set for the business so the employees have aims and objectives to work towards.


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Regular Communication

Directors and senior managers throughout the business and especially in IT, promote an ‘open door policy’ where employees are encouraged to raise any concerns or talk about any issues face to face. This encourages more open communication and increases morale.

We receive regular communications from our IT Director providing us with departmental updates. (See Leadership Appendix 1.0)

Each month, employees receive the ‘Enterprise Review’, an electronic newsletter containing all the latest news about Enterprise. This keeps the Service Desk up to date with what is happening within the company. We are also given the opportunity to form part of this review and feedback ideas and suggestions.


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Employees also receive articles where different directors answer any questions posed by other Enterprise employees. This allows the service desk to have a better understanding of what each director is trying to achieve in the future in their division.


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The IT Director organises meetings and workshops to explain and obtain additional ideas on the strategy of IT. He also has one to one meeting with all new starters in IT so they can ask questions about the business and how things are run from the top down.

Recognition

The Team are regularly rewarded for exceeding expectations; this helps to motivate and makes the Service Desk feel valued as a Team. Sometimes this may be cakes, boxes of chocolates or a voucher but anything they receive is greatly appreciated and keeps morale high.

In September 2010 service desk were treated to a bowling night out in recognition over their hard work throughout the year.

(See Leadership Appendix 1.1)

We often receive complimentary emails from various managers and directors after receiving information on our performance. (See below)


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Enterprise run an ILM accreditation for all Managers, this is about preparing them for the future. This is adopted throughout the business and similar training is offered broken into modules for all grades. These include:

• Driving High Performance • Leading and Developing • Influencing and Negotiating

This training is discussed during personal development reviews as it gives the Service Desk analysts the opportunity to look at their career path and help them achieve it. We find that allowing analysts to see their potential and giving them the plan to achieve it means people stay with the company.


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Collaborative Working

Regular reviews are held with our Divisional Operations Directors; they will provide the Service Desk Team with an insight into their forthcoming challenges. The Service Desk will then adapt their way of working to provide the support that is necessary. Likewise, the Service Desk will provide the Divisional Operations Directors with the insight into what is happening within their Divisions that they need to be aware of. The relationship is effective and works extremely well.


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Policies & Strategy In order to continue to deliver a high level of service to the business, Enterprise has various policies and strategies in place. Policies are key to Enterprise to keep the business running efficiently across all divisions. The Company Vision and Five Driving Principles are the main strategies that enterprise follow, illustrated below:

Group IT Strategy

“Group IT will support business divisions, our customers, by delivering market leading product development and best in class service through a highly effective implementation approach”.

Service Desk Strategy

The Enterprise Service Desks strength is in knowing its customers and providing a highly effective support system for the company and its bespoke range of applications. Our aim is to be a “one stop shop” to provide a customised service for a broad range of requests and incidents and for these to be dealt with efficiently and effectively. We are not simply a helpdesk; we are a technical Service Desk encompassing a wide range of skills and knowledge.

A core part of the Service Desk strategy was to adopt and adapt the ITIL framework. With the implementation of a new Service Management software “Infra”, this has supported our restructure and management of service to deliver first class support to our customers.

The ITIL model has enabled us to deliver our roles and set out new processes, such as the introduction of a change management / problem management process. By using Infra to support this, we have been able to automate processes and set up an efficient workflow management structure which incorporates a number of Service Delivery areas.


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Service Level Agreements

Our SLA’s are tailored to each division within Enterprise and are all aligned to meet their needs. The introduction of SLA’s for the IT department and particularly the Service Desk allowed us to prioritise incidents and requests to deliver a much improved and consistent service. SLA’s were introduced in October 2008. Targets were set at 85% as a benchmark and after 5 months of exceptional performance a new target was set of 95%.

The benefit of having SLA’s in place is that it allows enterprise to set the customer's expectations when a call is logged, regarding the resolution time of a call, depending on priority, which will result in less chase calls into the service desk.

Operational Level Agreements

OLA’s were introduced November 2010 to help the Service Desk measure the process and time-frame for delivery of our services. This strategy was developed to enhance the customers’ experience of the whole IT service.

The benefit of having OLA’s in place is that is allows individual support teams to work to targets that are aligned with the SLA’s

This gives Enterprise the benefit of seeing how support teams are performing individually.


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People Management We measure the performance of our employees on the Service Desk in many different ways. These are listed below:

Every employee of Enterprise receives an annual review. This is known as their PDR (Personal Development Review). This is completed with their line manager, at which point previous targets are reviewed and new ones set.

Each month service desk have a one to one meeting with their line manager to discuss their performance over the past month. This includes call quality checks, punctuality report, average handling time (AHT) and absence. (See People Management Appendix 1.0)

Fortnightly team meeting are held on the service desk. This is an important way to ensure that each analyst is kept up to date with the constantly changing environment of the service desk. (See People Management Appendix 1.1)

The Service Desk assigns a representative who will attend meetings on projects going live within the company. This ensures that we are aware of future workloads and service desk can support the business. The project representative will deliver the information back to the service desk.

The reporting analyst will produce daily reports of the performance that the Service Desk has achieved the day before. This will include the amount of incidents that have been resolved, the number of outstanding incidents open and the service level agreement (SLA) for each division within the business. (See People Management Appendix 1.2)

New employees on the service desk receive the following as part of an induction:-

• Company Induction. This is completed by a HR representative to welcome to the staff to Enterprise.

• Group IT Induction. This is complete by the IT Department and shows how the Service Desk fits into the IT department. (See People Management Appendix 1.3)

• Meet the IT director. This is an informal meeting with the IT Director, This gives the new starter a chance to ask any questions they would like to and to get to know the IT Director

Each Service Desk representative is sent on Customer Services training. This is an internal training course that which is tailored to our business needs.

All analysts are allocated a ‘Buddy’. This is a mentor who will watch over the employee to ensure they are up to date and making progression within their first 2 weeks on the Service Desk.

Service Desk Premier League

A weekly league is produced to show individual performance of logging calls correctly in Infra. Then a winner is announced in May & December and a prize is given. This encourages staff to log the calls correctly which in turn means the weekly trending report is accurate. (See People Management Appendix 1.4)


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Below is a graph which shows the Attrition of the Service Desk for 2010, which demonstrates people who join the Service Desk stay with the Service Desk.

3%6%

9%12%

15%18%

21%24%

27%30%

33%36%

0%3%6%9%

12%15%18%21%24%27%30%33%36%

Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10

Service Delivery Attrition

Industry Benchmark % % of people leaving Enterprise


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Resources As a Service Desk team we have a number of resources available to us that assist with our service delivery. Our service management system is called Infra. Infra was implemented in April 2009.

Customer Tools

InfraEnterprise customer portal – Gateway to IT services.

The customer portal is the gateway for the user to be able to log/raise/track their IT incident\ requests. This portal is available 24hrs a day and gives them the ability to review updates and add notes.

A screenshot of the Infra customer portal is below


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InfraEnterprise Shopping Cart

Within the customer portal the users have access to the shopping cart. This is where the users can raise requests. These are some of the examples below

InfraEnterprise Knowledge Base

The knowledge base is available to all customers via InfraEnterprise. Within the knowledge base there are guides on how they can fix their incident if they wish to themselves. The knowledge base is maintained by the Service Desk and has new guides added daily in order to keep up to date with our common queries and questions that are asked of the Service Desk and IT Support teams.


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A screenshot of the knowledge base search criteria is below

Infra Reporting

Infra has a very detailed reporting system within it. The reports can identify trends and reoccurring issues. This also produces real time reports which are displayed on a plasma screen within the service desk area. On these reports it shows the number of outstanding calls with the services and the amount that have been resolved.


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Screenshot examples of the dashboard are below:-

Monitoring Service – Solarwinds

Solarwinds monitors servers\connections and alerts us to real time problems. This enables us to be proactive and deal with issues earlier which results in fewer calls to the Service Desk. This will monitor such things as connection from routers to sites all round the UK, disk space volumes on servers and services that are monitored on servers.


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An example screenshot is below:-

Tools

Logmein \ VNC – Gives us the ability to remotely support customers.

Cisco – Telephony system with intelligent call routing. Allows call routing depending on if customers are raising a new incident/chasing an existing one. It also gives us the ability to have system messages alerting customers of outages.

Total View – Real-time telephony reports allows us to forecast/plan for peak periods

Blackspider – Protection of emails into our environment

Active Directory – Management of customer security and accounts

Text Service – Internet based website allows us to send text messages to stakeholders to advise of outages.

Snow – Software deployment tool that allows us to detect/manage hardware/software inventory. Snow is also used for license purposes and can detect what software is installed on equipment.


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Third Party Support

There are a number of third party support companies available that we use. Regular reviews are held between a third party and our service delivery manager to ensure the service they are providing meets our business requirements. Third Parties include HP, Virgin, Dimension Data and Servo.


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Processes Service Desk has defined and measurable processes which are ITIL driven, split into the areas below:

Incident Management

Calls are defined as incidents or service requests and can be raised either by telephoning the Service Desk or logging on InfraEnterprise.

The customer receives an e-mail when the call is logged:

Service Desk work to SLA’s and OLA’s. Definitions are published for customers to see on InfraEnterprise and on the intranet.


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Having SLA’s in place allows us to set the customer’s expectations when a call is logged regarding the resolution time of a call depending on priority.

Every incident is assigned a priority based on the impact & urgency.

SLA Timescales

OLA Timescales


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There is a colour coded system for SLA and OLA’s. This indicates before a call breaches, allowing service desk to prioritise their calls accordingly.

Example of SLA Indicator

Example of OLA Indicator


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When a call is closed the customer receives an automatic email. This provides a link to the call, closure details and the escalation process if they are not happy. Example:-

Escalations

There is an escalation process in place which customers can invoke if they are not happy with progress being made on a call. The procedure for escalating the call is visible on the e-mail received when the call is logged / updated or closed.

VIP calls

VIP’s are split into 3 categories: Bronze, Silver and Gold. These are immediately visible when the call is logged:-

Also VIP email notifications are sent to IT Management to alert them of the call being raised.


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Seeing the bigger picture

Within InfraEnterprise we have the ability to insert pictures of VIP’s so we are aware of who our customers are.

Complaints

A complaint process is in place where the customer can fill out a form on InfraEnterprise:

The complaint procedure is visible to the customer, including the escalation process.


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Access Management

Requests are raised via InfraEnterprise. Example:-


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Once raised it goes through an electronic chain of approval before being complete by Service Desk. Workflow below:-

Once the task has been completed, the customer receives e-mail notification.

Problem Management & Trending Analysis

Calls are analysed weekly to identify trends and reports are produced and distributed to management. From these reports problem records are raised and calls are linked to them to understand the severity of issues. (See Processes Appendix 1.0)

Major Incidents

Major incidents are managed via an MI process which includes:-

• Creating an MI • Linking all incidents to MI • Informing stakeholders • Activating IVR • Brief Service Desk to ensure a consistent messages is being given • Add/update bulletin board on InfraEnterprise so they are visible to customers • MI’s have an RCA Report produced (See Processes Appendix 1.1)

Change Management

Change procedures are in place. All changes require a minimum of 24hours notice unless a service is down. In this case an emergency change is raised. All change requests are submitted in InfraEnterprise and progressed through a workflow for approval/rejection.


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Example workflow:-

System outages are communicated to customers by e-mail and published on InfraEnterprise:

Example:-


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People Satisfaction Enterprise realises the importance of achieving and maintaining a motivated team. We believe in rewards/recognition for staff, and that a satisfied workforce is key to providing successful and effective support.

Training & Qualifications

Service Desk work with Zenos to provide IT training up-to NVQ Level 3. They also offer Microsoft Certified training leading onto gaining MCP qualification.

This is undertaken over a series of courses/workshops spread over 21 weeks. Service Desk has completed this training.

Apprenticeships

There are a number of training opportunities available, one of which is the apprentice scheme. We have 3 analysts studying for the ITQ Level 2/3 and Team Leading Level 2 qualifications.

Microsoft E-Learning

Employees can take up the benefit of Microsoft’s online E-Learning resources

Courses vary from Office 2010 to Windows XP/7 and Windows Server 2008 configuration.

ITIL

Service Desk are trained to ITIL (V3) Foundation level. This gives analysts an end-to-end view of ITIL framework and core volumes, and its integration with business strategy.

Team Meetings

Employee Council Meetings (See People Satisfaction Appendix 1.0)


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Employee council meetings are held every 3 months. All employees are encouraged to raise points to be discussed.

Service Desk Meetings (See People Management Appendix 1.1)

Service Desk holds fortnightly meetings to discuss upcoming projects, processes & procedures. This gives the team an opportunity to recommend suggestions to improve the way we work. This has improved inter-team communication dramatically and has enabled us to identify possible issues quicker.

Service Desk Progression

Service Desk is a starting point in an IT career as it provides a sound understanding of the IT infrastructure in place and gives a good insight to the IT department.

Previous Service Desk staff have progressed on to other teams including Desktop Support, Voice & Data and Development. Below are their testimonials:


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Employee/Team Incentives and Benefits

Enterprise runs several schemes for Service Desk employees:

Analyst of the month winner receives ½ days holiday. (See People Satisfaction Appendix 1.1)

The analyst of the month winner is chosen from the following criteria:

• Call quality/monitoring scores (See People Satisfaction Appendix 1.2) • Call handling times (See People Satisfaction Appendix 1.3) • Incidents raised/resolved • Objectives complete from PDR • Attendance/punctuality • Improvements/suggestions to improve Service Desk processes and procedures • Going above and beyond their role • Thank-you emails

The analyst of the year winner receives an IPod Touch (See People Satisfaction Appendix 1.4)


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Enterprise reward staff who meet/exceed targets and exceed expectations. When call volumes were high Service Desk staff volunteered to work extra hours and in recognition for this commitment gift vouchers were given to Service Desk:-

Star awards were launched in 2010 to recognise/celebrate outstanding contributions and achievements. One of our analysts reached the final stages of the Star awards in the ‘High Achieving Apprentice’ category. (See People Satisfaction Appendix 1.5)

Enterprise introduced the PocketRewards scheme to employees and families which offers a range of exclusive discounts/cashback offers.


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Social Activities

Service Desk participates in activities outside of work:-

• 5 a side football • Charity touch rugby • Bowling • Laser Quest

In May 2011, Service Desk will play a 90 minute football match at Preston North End, against the Infrastructure Team, in a friendly 11-a-side match to be filmed by the club.


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Customer Satisfaction Service Desk is constantly evolving and over the past 2 years we have introduced and integrated many different measures to improve the quality of service we provide to customers. Some of these are listed below:-

Service Level Agreements (SLA’s) (See People Management Appendix 1.2)

The benefit of SLA’s is that we are able to guarantee a specific level of end-to-end service performance. The customer receives an email when they log a call detailing the SLA level agreements in place, thus setting expectations of when the call should be resolved.

Operational Level Agreements (OLA’s) (See Customer Satisfaction Appendix 1.0) Enterprise IT has recently introduced inter-department OLA agreements to further enhance customer service. These OLA’s act as an internal SLA and with that we are able to monitor an individual team’s performance without it impacting on the overall service.

Customer Portal

Some of the benefits this gives our customers are:

• Easy to use • Ability to have 360 degree view on all incidents logged by customer • All calls that are logged on infraEnterprise are acknowledged and passed to correct team

within half an hour • Ability to review/update calls 24/7 • Logging process is completely online, no paper based systems • Requests directed to relevant manager for authorisation • Latest news sections keeps customers up to date

Flexible Working

In the interest of business continuity all of the Service Desk staff are provided with laptops to enable remote working. Service Desk pioneered the technology to allow home working and this is now used throughout the company. (See Customer Satisfaction Appendix 1.1)


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In a recent bout of bad weather the Enterprise Service Desk were forced to work from home. During this period we maintained our high levels of service achieving all SLA’s, KPI’s and receiving positive feedback.

Service Desk Calls %’age Calls Answered / Answered in 20 Seconds:-

Site Visits

Service Desk complete site visits. These visits benefit our team as it enhances their understanding of the business and how they work. This is also a good opportunity to strike up rapport and build relationships with customers face to face.

Customer Survey

We utilise a customer focused survey through SurveyMonkey to gain feedback and improve our overall service. Every call which is closed with the Service Desk results in an invitation being sent to the logging user to complete our online survey.

The results from these surveys are analysed every month and any negative feedback left is addressed with a monthly customer satisfaction report whereby we contact the users to discuss any issues they had and ways in which we can enhance their Service Desk experience. (See Customer Satisfaction Appendix 1.2)


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Call Quality

We monitor analyst performance on a monthly basis with call quality checks. Live calls are monitored and scored on 3 sections: opening script, closing script and the call itself. There is a 95% target and analysts must meet the criteria below:

• Polite manner • Confirmation of name, telephone number, location, division, email address (See Customer

Satisfaction Appendix 1.3) • Detailed description • Effective questioning • Priority Confirmation • Advise when to expect call back and reference number

Thank-You Emails

We regularly receive thank you emails from customers. (See Customer Satisfaction Appendix 1.4 & 1.5)


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Performance Results Service Desk results are obtained from a wide variety of reports:-

Telephony SLA’s

We have an SLA target of 95% for calls answered and a 4 minute target limit for calls on the service desk. We have introduced measures such as ‘auto-answer’ to ensure all calls are picked up as soon as they come through, as well as new IVR options so that calls get routed to correct teams (new incidents and existing incidents) (See Performance Results Appendix 1.0)

Service Desk Daily Report

This report contains details of the previous day’s performance which include current SLA & OLA figures, number of calls received/ resolved and the volume outstanding. (See Performance Results Appendix 1.1)

Monthly Group IT Board Report

This report contains statistical information on the Service Desks performance for the previous month. This includes 1st time fix, completed tasks and Highs & lows. (See Performance Results Appendix 1.2) This report is presented to Group IT Management in the monthly board meeting


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Average Handling Time

Average Handling Time is monitored on a weekly basis and fed back to the analysts:-

AHT throughout the year is also monitored so progress can be seen or issues can be addressed if required:-


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As you can see we have been consistent in achieving our telephony targets, through busy and quiet periods. Our AHT has improved throughout the last 12 months, with the majority of analysts achieving an AHT of less than 4 minutes on a weekly basis.

Service Delivery Dashboard

The Service Delivery Dashboard gives us a weekly insight into many different aspects of what calls the Service Desk is logging. (See Performance Results Appendix 1.3)

This report is used to analyse Top 5 Incident, Location and Requests to help us identify trends affecting customers.

Customer Portal Usage Report

A portal usage report is produced weekly to identify who uses it and what they use it for. (See Performance Results Appendix 1.4)

% of Calls logged InfraEnterprise

This report allows us to ensure that all telephone calls coming into the service desk are being logged in InfraEnterprise. If all new incidents are not logged on InfraEnterprise then this would mean the weekly trend reports are incorrect so this is a vital report.

Service Desk Records

Service Desk has a “Guinness Book of Records” report that contains information such as:-

• Record for longest run without abandoning a telephone call • Analyst with the best AHT • Analyst with the best call quality

This list allows service desk analyst to see what records there are and then aim to beat them.

(See Performance Results Appendix 1.5)


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Social Responsibility Movember

In November Enterprise IT took part in the charity Movember. Movember challenges men to change their appearance and the face of men’s health by growing a moustache. A number of employees from the Service Desk took part and in total we raised £1774.

The funds raised through Movember’s UK campaign benefit ‘The Prostate Cancer Charity (TPCC)’, the UK’s leading prostate cancer charity. The money raised is channelled by our men’s health partner into a number of world class and innovative education, support, research and awareness initiatives.

Sponsored Skydive

Enterprise completed a skydive in August 2010, two members of the service desk completed the jump and raised £460 for SOS (Support Our Soldiers).


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The charity campaign for Support Our Soldiers raised over £12,000, this year we hope to raise more and raise awareness for this across the company.

Monthly Dress Down Day

Every month employees are invited to wear their own clothes for a £1 charity donation. The money raised is donated to our designated charity for the year. This year all money raised is donated to Shelter. Shelter is a registered charity in the UK campaigning to tackle the causes of homelessness whilst offering help and advice to those in need.

Our long term partnerships with local authorities and social landlords and our close links to the communities in which we work mean we understand the devastating effects that poor housing and homelessness can have

Apprenticeships

Our apprentice analysts recently spent a day at Astley Hall in Chorley where they helped members of council staff, and our other apprentices from nearby sites to redecorate the function room there.

Change 4 Change

We recently held a change 4 change day by asking staff to bring in loose change for a collection to buy much needed IT equipment for our nominated charity at the time, Derian House.

Business in the Community (BITC)

In August 2010, Enterprise became a member of BITC. BITC is the largest UK business-led coalition dedicated to Corporate Responsibility (CR) and has many years of experience in providing companies across a large range of sectors with advice and guidance on their approach to Corporate Responsibility.

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