OUCC 2015 Inspiring Innovation Presentation: From Help Desk to Service Desk Presenters: Anne Parker...

OUCC 2015 - Trent University 1

OUCC 2015Inspiring Innovation

Presentation: From Help Desk to Service DeskPresenters: Anne Parker – Trent University

Andrzej Gadomski – McMaster UniversityDate: May 4, 2015


Introductions

Anne Parker, PMP, ITIL 2011 CertifiedSenior Manager, Client Services in the IT Department at Trent University.

Andrzej Gadomski, BSc; MSc; ITIL V2, V3(2011) Expert CertifiedSenior Specialist, ITSM, McMaster University, Hamilton, Ontario, CanadaExecutive Service Management Consulting, Waterloo, Ontario, Canada


Agenda & Presentation format Definition of Service What is ITSM? The Common Objectives Vision Journey from Help Desk to a Service Desk Knowledge Management Best Practices Our ABC – Attitude, Behavior, Culture The Service Catalogue – Why is this important? Relationship between Level 1 and Level 2 support What’s next? What does the future hold for IT? Summary ITSM Resources (organizations, conferences, training etc.)


ITSM Survey

http://goo.gl/Hgm2UD

http://goo.gl/Hgm2UD


Definition of Service

ITIL defines a Service as "a means of delivering Value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks."


What is ITSM?

The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of People, Process and Information Technology.

OUCC 2015 - Trent University

CommonObjectives

Define services

Lower the cost

Improve customer

satisfaction

Improve processes maturity

Efficiencyand

effectiveness

7

The Common Objectives

The Campaign for McMaster UniversityThe Campaign for McMaster University

8OUCC 2015 - Trent University

Vision statement definition

A vision statement is one sentence that describes the overall goal or philosophy of the organization.

Your vision is your dream of what you want the organization to be. Your strategy is the large-scale plan you will follow to make the dream happen. Your tactics are the specific actions you will take to follow the plan.



Vision statement examples

“The vision of the Service Desk is to enhance customer productivity by resolving customer issues with applications and technologies through a customer-friendly, single point of contact .”

“Our vision is to be the go to provider of choice for IT services, excelling in quality of service, innovation and responsiveness to the changing demands of the business.”



SERVICE DESKA SERVICE DESK is a functional unit with a number of personnel who deal with a variety of service events. Request may come in through phone calls, the internet, walk-ins or as automatically reported infrastructure events.

Service Desk ObjectivesThe principle purpose of Service Desk is to restore the “normal service” for users as soon as possible. This could entail resolving a technical error, fulfilling a service request or answering a question.


• The Team – strong customer service, patient, empathetic, “the face of IT”. • Communication – clear, well defined processes including escalation. • Cross Engagement – the Service Desk relies on the rest of the IT team to

provide solid, predictable service delivery.• ITSM Tool – supporting ITIL framework, supporting knowledge• Measuring/Reporting – SLA’s, Metrics, CSF, KPI, Benchmarking• Continual Service Improvement – analysis of incidents, patterns,

opportunity for improvement

Well-functioning Service Desk consists of…


Journey from Help Desk to a Service DeskThe traditional Help Desk has evolved from the early years of responding to incidents as they occurred to the Service Desk acting as a Single Point of Contact for IT and manages Incidents and Service Requests and handles Communication with users.Service Desk Types:• Local Service Desk• Centralized Service Desk• Virtual Service Desk• Follow the Sun• Specialized Service Desk Groups


Journey from Help Desk to a Service DeskThe Service Desk is a functional unit that plays a vitally important part of an organization’s IT Department and in the facilitation of IT services. It not only handles Incidents, Service Requests, Questions and Communication, but may also provide an interface for other activities such as:• Escalation of Incidents to Problem Management staff• Provide customer change requests• Maintenance contracts and software licenses• Assists with:

• Service Level Management• Service Asset and Configuration Mgmt.• Availability Management• IT Service Continuity Management• Financial Management for IT Services


From Traditional IT Services to ITSMFrom…

• Technology focus to Process focus• Technology focus to Value focus• Fire-fighting to Preventative• Reactive to Proactive• User focus to Customer satisfaction to Customer enthusiasm• Isolated silos to Integrated enterprise-wide• “One off”, ad hoc to Repeatable, Accountable• Informal processes to Formal best practices• IT internal perspective to Business perspective• Operational specific to Service orientation


Knowledge Management Best PracticesThe old way:• Dedicated knowledge management team• Content created in preparation of demand• Knowledge is verified, validated and published• Knowledge is an optional resource• Knowledge is someone else’s responsibility

Known as Knowledge Engineering• Follows a manufacturing process


Knowledge Engineering


Dynamic Knowledge Management



Knowledge Management Best PracticesThe new way:

• Create content as a by-product of solving problems• Evolve content based on demand and usage• Develop a KB of our collective experience to-date• Reward learning, collaboration, sharing and improving

Known as Knowledge-Centered Support (KCSSM)• Developed by the Consortium for Service Innovation• Research began in 1992• Promoted by HDI in 2003• Complements and enhances ITIL

Simple premise:• To capture, structure and re-use support knowledge



The Concepts of KCSSM

KCS is a methodologyand a set of practices and processes

that focuses on knowledge as a key assetof the support organization.

KCS is not something we doIn addition to solving problems…

KCS becomes the way we solve problems



Top Ten Reasons Support Centres Need KCSSM

10.Respond and resolve issues faster11.Provide answers to complex issues12.Provide consistent answers to customer’s questions13.Address support analyst burnout14.Address the lack of time for training15.Answering recurring questions16.Identify opportunities to learn from customer’s experiences17.Improve First Contact Resolution18.Enable self-service19.Lower support cost

The Campaign for McMaster University

• Lucent• Nortel Networks• Motorola• 3Com• Unisys• Peregrine Systems• Intel• Network App.• BMC Software• EMC

The Campaign for McMaster University


Who Has Invested in KCSSM?

• Microsoft• Novell• QAD• HP• Oracle• Legato• Lexmark• SGI.• Amdahl• Attachmate

• VeriSign• CompuCom• ARAMARK• Texas Instrument• Abbot Labs• JP Morgan Chase• Sanofi-Aventis• Pepsi Co.• Bingham Young

University


Our ABC – Attitude, Behavior, Culture

PROCESS

ITIL is about changing the way people think and behave.

Changing “the way things are done around here”

Change game called ABC:AttitudeBehavior Culture


The Service Catalogue

• An inventory of available technology resources and offerings within an organization. The catalog contains information about deliverables, prices, contact points and processes for requesting a service.

• Communicate the value IT brings to the organization.• 2 views

• customer facing (what’s on the menu)• technical view (ingredients & recipe)

• IT without a Service Catalogue is like restaurant without menu.“ITILian

Restaurant”


Creating your first Service Catalogue• Define ALL the services IT delivers

This is a very large task and you may be surprised by the number of services currently offered

• Customer named services vs technical terms for serviceThe service must be described in language the customer can relate to (menu). The technical details required to deliver and support the service should not be visible to the customer.

• Develop a template (identify what you want to collect)Details relating to who is eligible for each service, when the service is available, how to access help, dependency on other services.


Creating your first Service Catalogue

• Keep It Simple“Over-engineering a service catalogue and making it too complicated, both technologically and for the customer to use, just blows the whole thing out of the water. “

Sharon Taylor, Chief Architect for ITIL

• Celebrate success


Maintaining The Service Catalogue

• Lead by exampleCommitment from Sr. Management to use the catalog will influence culture change

• Single access point to all IT ServicesAvailable anytime a customer wants to understand what IT does.

• Continual Service ImprovementLiving document continually changing. New services added and services seldom requested can be retired.



TEAM

TogetherEveryoneAchievesMore


Relationship between Level 1 and Level 2

• Team work (there is no ‘I’ in TEAM)• Clearly defined roles and responsibilities• Clearly defined workflows• Regular/consistent communication channels• Supporting each other’s needs


Summary

ITSM Success

PEOPLE

PROCESSES

PARTNERSPRODUCTS

PASSION


ITSM Resources;organizations, conferences, training, etc.

itSMF Canada – IT Service Management Forum Chapter Canada

itSMF USA – IT Service Management Forum Chapter USA

HDI – Help Desk Institute

Axcelos – Global Best Practice Organization

APMG-International – Global Certification Body

PEOPLECERT – Global Certification Body



Annual conference, widely recognized as the world's most respected IT Service Management (ITSM) event.

Annual International IT Service Management Conference & ExhibitionFebruary 14 – 18, 2016, Las Vegas, USA

EDUCAUSE ConferenceOctober 27 – 30, 2015, Indianapolis, USA

FUSION ConferenceNovember 1 – 4, 2015, New Orleans, USA

PinkNORTH 15 - IT Service Management Conference & Exhibition (North Regional) June 1 – 2, 2015, Toronto, Canada

CANHEIT 2015June 16 – 19, 2015, Fredericton, Canada



Training vs Certification


Websites

http://www.itsmf.cahttp://www.itsmfus.orghttp://www.axelos.comhttp://www.educause.edu/groups/

http://www.itsmf.ca/

http://www.itsmfus.org/

http://www.axelos.com/

http://www.educause.edu/groups/


Questions to participants

1. Does your Service Management solution scale to other departments?

2. What strategy/experiences have worked for you to grow a service attitude?

3. Describe your greatest challenge implementing ITSM process.

4. What has been your greatest success implementing ITSM?


What’s next? What does the future hold for IT?

1. What is the future of the Service Desk?2. How to initiate the ITSM project?3. What are the steps to implement ITSM?4. Which processes should we start with?


Resources• http://searchcio.techtarget.com/news/2240081238/ITIL-chief-architect-How-to-

build-an-IT-Service-Management-strategy• Service Intelligence: Improving Your Bottom Line with the Power of IT Service

Management, 2011. Sharon Taylor (Author)• http://www.itsm.info/• 3 steps to ITSM efficiency with Big Data - Chuck Darst, HP ITSM Products -

presentation at Pink 2015 Conference• Knowledge Management Best Practices A KCSSM Overview - Rick Joslin, HDI,

Executive Director, Certification & Training - presentation at Pink 2015 Conference• Is The Service Desk Dead? Q&A – Panel Discussion at Pink 2015 Conference• Foundations of ITIL 2011 Edition - Van Haren Publishing• ITIL Lifecycle Essentials - IT Governance Publishing

http://www.itsm.info/

http://www.itsm.info/


OUCC 2015Inspiring Innovation

Anne Parker – [email protected]

Andrzej Gadomski – [email protected]

OUCC 2015 Inspiring Innovation Presentation: From Help Desk to Service Desk Presenters: Anne Parker...

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