Service'Desk'Roadmap'1'DRAFT'

Implementation'of'a'Service'Desk'for'IT'and'GS'

Scope'

One of the deliverables of the service management best practice effort is an operating service desk

for GS and IT. This document describes the architecture, the roles and responsibilities, and a

roadmap for the implementation of a single service desk for CERN.

Annex 1 specifies the mandate of the service desk.

1st line support (the service desk) will have 3 ways to receive requests from users

1. Voice: Telephone

2. Electronic: Web based form or email

3. Physical (Eye to eye): Service Counter

Main requirements for the service desk are:

1. One$phone number and email covering the scope of IT and GS provided services (initially)

2. No$robot (voice asking type 1 for an IT problem)1

3. 24/7$Coverage, although this doesnt mean there is support 24/7, someone speaking at least English and French will answer the phone and be able to register the request/problem, and initiate the process. The moment someone starts working on the problem is determined by service level definitions defined for each service independently.$

4. One$location$(close$to$the$entrance) for obvious reasons of

efficiency, it seems best to consolidate 1st line support in one location and one homogeneous group of people. Local specialized service counters where people can go to obtain specific services continue to exist (e.g. Library, Registration in building 55, Hostel reception etc..). Front office (service counter where people can go) and back office (taking calls, solving quick cases, completing and dispatching tickets, follow up on tickets) should be a single group of people for reasons of flexibility and efficiency.

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Architecture'and'roles'overview'

The picture above shows a

possible architecture. The

following roles can be

identified:

SDM: (job description

in annex 3) An

operational role,

continuously

monitoring service

desk operation,

following up on tickets

that need attention

(exceeding service level thresholds). The SDM will monitoring service delivery, insure news

and alerts are provided whenever there is a service interruption. The SDM will also play an

important role in the continuous improvement processes.

SMoD: (job description in annex 2) a face that is available during working hours to assist

and help users in particular situations, or to arbitrate and help resolve complex problems.

The SMoD will not have any operational responsibility (will not answer the generic helpline, will not enter tickets, etc..). 1St line support will normally not have deep knowledge of any of the service areas (know a lot about little), but have a wide scope (know a little about a lot). They are a priori not specialized or trained in a particular area. They will be good communicators in multiple languages, master the service desk tools, be responsible and friendly.

2nd line support has deep knowledge of specific domains. For certain services 2nd line support is outsourced.

We recommend to cover 1st and 2nd line support (where applicable) in the same contract (the one that currently covers these areas for IT), which eliminates an interface and reduces the risk of ping pong and finger pointing.

Service'Desk'Roadmap'Page'2'

'

Roadmap'

The service desk will in first instance cover IT and GS. In second instance it should support HR and FP

services and maybe some services provided by PH. In subsequent phases it could be expanded to

finally cover all services available at CERN.

It was decided to start with 7:3018:30 1st line support during working days, and introduce 24/7 in the 2nd quarter of 2011.

Below a rough roadmap for the 1st phase, details will be addressed in more detail further down.

Task:Sep)10Oct)10Nov)10Dec)10Jan)11Feb)11Mar)11Apr)11

Assessment;of;synergies;and;options

Inventory;of;service;desks

Decide;on;future;integrationgo#live

Communication;and;transition;planning

People

Specify;number,;capabilities,;coverage

Decide;on;contract;structure

Negotiate;and;implement;contract

Train;the;people

Location

Location;and;sizing

Specify;and;agree;on;technical;requirement

Implementation

Building;Refurbishment

Equipment;installation

Equipment;setup;(telephone)

Tool

Purchase;and;installation

Parametrization,;Configuration,;Integration

Phase;1;a

Phase;1;b

Phase;2

Rollout

Phase 1a covers roughly, service level management and reporting

service catalog, integration with

oGGUS (grid tickets)

request catalog (basic) oInforEAM (D7i) (Facilities management

master data (interfaces with foundation for tickets)

reference data), oEDH (request fulfilment)

integration for single sign on (SSO), email, callcenter oNetwork Requests

(CTI)

CMS integration and service portal Phase 2 covers

security and roles incident management, Consolidation

Extended integration

request fulfilment,

Extended process support

record producers and templates

oChange Mgt

customization of forms, reports and dashboards

(basic) oConfiguration Mgt

basic CMDB data (pcs) oAsset Mgt

basic knowledge management oProblem

oEvent Mgt

Phase 1b coves roughly oRelease

oPortfolio Management

knowledge management oProject

'

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Service'Desk'Roadmap'Page'3'

Transition)

Annex 4 described the current situation of user facing services within our scope, including

opportunities for synergies.

In order to prepare for the go live training to the agents will be provided on CERN, on the tool, and on the processes (roughly from 15th of November until 1st of December), on the services that are in and outside scope, and get to know the second line support groups. Prior to go`live the support agents will also have the possibility to test and improve the system, help to provide knowledge, and do dry runs. Certain groups in IT have offered to do parallel runs (use both the old and new systems in parallel). These activities will take place during December and January.

The following current functions should in our opinion be associated to the introduction of a central

service desk early 2011. Other opportunities for streamlining and consolidation will be addressed in

a later stage, this to reduce friction and facilitate a smooth transition.

Phase 1 (Feb 2011): create on single point of contact during working hours.

SEM support (77777). The 1st line activity should be integrated in the service desk. The existing resources allocated to 1st line, will be concentrating on specialised 2nd line facilities management support and improvement of the SEM service quality.

IT helpdesk (78888). The 1st line IT support will be integrated in the new service desk. The existing resources allocated to 1st line, will be concentrating on specialised 2nd line IT support and improvement of the IT service quality.

Labo Telecom (76111). For incidents and requests within their scope, the service` management tool must be used. Furthermore the telephone operators should be service

desk aware (be able to instantly transfer callers to the service desk when appropriate, or take on the 1st line support role entirely). Further integration between this service and the

service desk is something to be evaluated in future.

Outside working hours when someone calls 77777 or 78888 he will be guided by a question/answer dialogue to the right service for urgent calls only (see diagram below).

Phase 2 (2nd Quarter 2011) 24/7 support will be introduced once we get a feeling for the associated workload from the statistics

gathered on missed calls to 77777 and 78888 outside working hours. The workload should be distributed based on available capacity and skills. The tasks include registration, classification and initial support whenever appropriate and feasible. The Fire Brigade have agreed to take over some 1st level support tasks outside service desk contract hours in order to fulfil the 24/7 requirement. They do speak both French and English.

Hostel reception (74481). The hostel reception can step in outside the opening hours of the service desk, or in exceptional situations. They do speak both French and English.

Computer Centre Operators (75011) already take urgent IT support calls during the night (via 78888). Their English language skills are not considered sufficient to take general service desk calls outside working hours.

Service'Desk'Roadmap' Page'4'

Call)routing)

The diagram below shows how calls are routed on startup depending on time of day, and number

called. Later we would like to move to a simpler scheme, where all requests are registered and

classified whatever the time or number called.

Switchboard is treated special as we dont expect them to use the service management tool to fulfill

the request to connect a caller to a person. The labo telecom part however could be treated

directly by the service desk.

Other groups that expose a first line support telephone number, might consider the benefits from

using the central

service desk for Call processing at startup

telephone contacts.

UserService DeskSwitchboardOther user facing

services

7xxxx

76111

(Switchboard &

Labo Telecom)

No8:00-18:00Service hours

Ask to call back laterMessage

Switchboard

Yes

Operator

requestYes

No

Labo Telecom

Refer toNoNoNo

service desk

77777

case in scope

(SEM Helpdesk)

of service

7:30 18:30Yes

78888No

(IT Helpdesk)

Message

Service Desk

Refer to 75011YesUrgent ITFulfil

NoYesrequest with

switchboard

Refer to 72201YesUrgentYes

InfrastructureYes

No

Urgent Medical/

Refer to 74444YesFire/Accident/

Pollution

Ask to use self serviceNo

portal or call back later

Register/ClassifyRegister/ClassifyRegister/Classify

in service-nowin service-nowin service-now

Fulfil request/ Resolve incident in service now

Request fulfilled,

Service restored

Service'Desk'Roadmap' Page'5'

What'People'

Resources)(#)of)people))

Based on the volume of tickets handled by the current IT service desk, and other service desks

(77777), based on the number of people assigned to 1st line support in these service desks, we

estimate that 6$people will be necessary to man the service desk during working

days from 7:30 to 18:30. This number is considered the 80000 Tickets

FTEAverage1Time

minimum enabling to rotate people from front desk to back 6 FTE

"""""""""""""""3""""""""""""""""""""""""4

TicketsAverage0Time

office, to cover absences and spend minimum to per ticket.

$$$$$$$$$30,000$$$$$$$$$$$$$$$$$$$$$$$21"""""""""""""""4""""""""""""""""""""""""5

An FTE in Switzerland corresponds to 1736 working hours

$$$$$$$$$40,000$$$$$$$$$$$$$$$$$$$$$$$16"""""""""""""""5""""""""""""""""""""""""7

per year (ref SERCO). To the right tables showing the number $$$$$$$$$50,000$$$$$$$$$$$$$$$$$$$$$$$12"""""""""""""""6""""""""""""""""""""""""8

$$$$$$$$$60,000$$$$$$$$$$$$$$$$$$$$$$$10"""""""""""""""7""""""""""""""""""""""""9

of tickets versus the time per ticket and the number of

$$$$$$$$$70,000$$$$$$$$$$$$$$$$$$$$$$$$$9"""""""""""""""8""""""""""""""""""""""10

people for a given number of tickets per year.

$$$$$$$$$80,000$$$$$$$$$$$$$$$$$$$$$$$$$8"""""""""""""""9""""""""""""""""""""""12

$$$$$$$$$90,000$$$$$$$$$$$$$$$$$$$$$$$$$7""""""""""""10""""""""""""""""""""""13

$$$$$$$$100,000$$$$$$$$$$$$$$$$$$$$$$$$6

Capabilities)(knowledge))

Annex 1 describes the tasks and qualifications of the service desk. Grosso modo, we require a service oriented attitude, and excellent communication skills including high$level$of$proficiency$in$English$ and$French,$plus$a$3rd$language. Other knowledge will be teached on the spot.

Annex 2 and 3 describe the other roles in the service desk area.

Coverage)(time)planning))

Based on the current coverage in IT and GS, we plan to have the service desk manned from 7:30$to$ 18:30$during$working$days. Beyond these hours other services will take over reception and initial classification of requests (phone, web, email). Classification is necessary to enabling correct dispatching. Outside Service Desk Contract working hours there is no 1st line resolution.

Below a possible scenario where green reflects the primary location a call will be routed. These

schemes need to be discussed with the people concerned when we know a bit more about the

workload and the available tools. The possible role of the IT operators should also be clarified.

Working(days

Service'Desk'Contract

Hostel'Reception

Fire'Brigade

00:0000:3001:0001:3002:0002:3003:0003:3004:0004:3005:0005:3006:0006:3007:0007:3008:0008:3009:0009:3010:0010:3011:0011:3012:0012:3013:0013:3014:0014:3015:0015:3016:0016:3017:0017:3018:0018:3019:0019:3020:0020:3021:0021:3022:0022:3023:0023:30

1st'contact2nd'contact

Saturday(/(Sunday(/(00:0000:3001:0001:3002:0002:3003:0003:3004:0004:3005:00

Official(Holidays

Service'Desk'Contract

Hostel'Reception

Fire'Brigade

1st'contact2nd'contact

)

3rd'contact

05:3006:0006:3007:0007:3008:0008:3009:0009:30

3rd'contact

10:0010:3011:0011:3012:0012:3013:0013:3014:0014:3015:0015:3016:0016:3017:0017:3018:0018:3019:0019:3020:0020:3021:0021:3022:0022:3023:0023:30

Service'Desk'Roadmap'Page'6'

Training)

Once the tools are in place, and the service catalogue information is of sufficient quality, it is planned to conduct training for the 1st line support team. Specialized training covering communication skills, call coaching, and team building targeted at service desks, is readily available from various providers. (e.g. www.sdi`e.com). Training on the CERN organization and services supported will also be necessary. Service desk agents will also be enriching the knowledge base, and the quality of the information in the service catalog, the month of January can be used to perform a quality review of the service descriptions, and the start of building a knowledge base.

The plan looks as follows:

Week$starting:24/Jan07/Feb

15/Nov22/Nov29/Nov06/Dec13/Dec20/Dec27/Dec03/Jan10/Jan17/Jan

Induction)SERCO

General)introduction)to)CERNgo$live

))CERN)structure/organization)()CERN)Admin)e