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Process and the Service Desk:
Peter Baskette
&
Bill Cunningham
[email protected]:www.wcunning.com
Driving Consistency and Quality through Process Management
Twitter: wlcunning
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Agenda
• Introduction
– IT Service Management
– Generic Process Model
• ITIL Framework & Service Desk
• The Service Desk – A Process Based Model
• Questions
4
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Process and the Service Desk:
Driving Consistency and Quality through Process Management
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Process and the Service Desk:Driving Consistency and Quality through Process Management
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Process and the Service Desk:
Driving Consistency and Quality through Process Management
Help Desk Service
Desk
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Help Desk ServiceDesk
IT Service Manaement
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IT Service Management ITSM!
• S!stems Manaement
– Traditional IT management "ocus #ell$ not %ust IT!
– &eads to 'silos( as IT organi)es around technical
s*ecialties
• Service Manaement
– Clients and Customers do not consume the
'systems( IT Manages
– They use IT Services
9
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De"inition o" Service
• "a service is a means o#
deliverin value to customers
$! #acilitatin outcomescustomers want to achieve
without the ownershi% o#s%eci#ic costs and risks'
10
- ITIL v3 Service Strategy
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De"inition o" Service Management
• Service Manaement is a set o# s%eciali(ed orani(ationalcapabilities #or %rovidin value to customers in the #orm
o# services
• Service Manaement takes the #orm o# a set of Functions
and Processes #or manain Services over their Lifecycle
• Service Manaement is also a professional practice
su%%orted $! an e)tensive $od! o# knowlede* e)%erience
and skills +ITIL v3 Service Strategy
11
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IT Services – IT Processes
IT Services
End –UsersClients
IT Processes
A p p l i c a t i o n s
I n f o r m a t i o n
I n f r a s
t r u c t u r e
P e o
p l e
12
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ITSM$ +rame#orks and the Primary IT ,alue Chain
T
Plan Build ,un
Demand-,elationshi% Mt Solutions Develo%ment .%erations-Su%%ort
Derived #rom /harles T Bet(* Architectureand Patterns #or IT Service Manaement*
,esource Plannin and 0overnance
ITIL Service Strategy-Service Port#olio
ITIL Service esign+Service /atalo-- SLM--Avail & /a%acit!
P!"#$Prince2%gileS&'(!
&ritical &)ain
Theor! o#/onscious Alinment
S*+"#$
&!!IS+
ITIL v2 Service SupportITIL Service #peration -- Incident-- Pro$lem
ITIL Service Transtion+Transitions Plannin-Su%%t.--/hane Manaement--- SA/M 1/on#iuration2-- ,elease and De%lo!ment---- Svc. Testin and 3alidation
ITIL &SI"P!
T)eory of &onstraints
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ITI& v- Service &i"eCycle
14
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P.D.C.A
"I# !ou cannot de#ine
what !ou are doin
as a %rocess* !ou do
not understand what
!ou are doin'
+W. Edwards Deming
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1,
Generic Process Model
The Process
Process Owner
Goals (Policies)
Activities (Procedures)
Key TermsKPIs & CSFs (etrics)
In!uts Out!uts
"oles & "es!#
(A"CI)"esources
"e!orts
Feedback
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I" /ou Can(t Measure . /ou Can(t Manage
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Princi*le o" a Management Process:
4 5ou cannot manae what !ou cannot
measure
6 5ou cannot measure what !ou cannotde#ine
7 5ou cannot de#ine what !ou do not
understand- W. Edwards Deming (1988)
1-
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19
ITI& ,0 . Service Management 1es*onsi2ilityPyramid
Service
$evel
Pro%lem Chane
S e r v i c e
' e s (
I n c i d e n t
" e l e a s e
C o n ) i & u r a t i o n
A v a i l a % i l i t y
C a ! a c i t y
F i n a n c i a l
S e r v i c e
C o n t i n u i t
y
Service
Delivery
Service
Support
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20
Service Management 1es*onsi2ility Pyramid:Pro2lem and Incident Su**ort and 1estore!
Pro%lem
S e r v i c e
' e s (
I n c i d e n t
Service
Support
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ITSM$ +rame#orks and the Primary IT ,alue Chain
T
Plan Build ,un
Demand-,elationshi% Mt Solutions Develo%ment .%erations-Su%%ort
Derived #rom /harles T Bet(* Architectureand Patterns #or IT Service Manaement*
,esource Plannin and 0overnance
ITIL Service Strategy-Service Port#olio
ITIL Service esign+Service /atalo
-- SLM--Avail & /a%acit!
P!"#$Prince2%gileS&'(!
&ritical &)ain
Theor! o#/onscious Alinment
S*+"#$
&!!IS+
ITIL v2 Service Support
ITIL Service
#peration -- Incident
-- Pro$lem
ITIL Service Transition+Transitions Plannin-Su%%t.
--/hane Manaement--- SA/M 1/on#iuration2-- ,elease and De%lo!ment---- Svc. Testin and 3alidation
ITIL &SI"P!
T)eory of &onstraints
Pro%lem
S
e r v i c e ' e s (
I n c i d e n t
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Calls
Voice mail
Chat
Walk-insService
Desk
22
A Service Desk Management Model
E n d –
U s
e r s
I n t
e r a c t i o n
Self-Service
RFIs
Incident
Service
Requests
Request
Fulfillment
Problem
Knowledge
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2.
The Desk Itsel"
Service
Desk
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24
Service Desk De"inition
• The Sinle Point o# /ontact $etween the
Service Provider and the 8sers
• Manaes Incidents and Service ,e9uests
• :andles communication with users
• The Service Desk %er#orms the #irst line
su%%ort #or IT Services
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2/
Service Desk Tasks
• Act as a sinle %oint o# contact #or users
• ".wn' in9uir! #rom start 1recordin* status re%orts2
to #inish 1close+out* monitorin satis#action2
• Monitor adherence to the service level areementsand take a%%ro%riate measures i# there is a daner
o# #ailure to meet an areement
• /oordinate second level su%%ort and third+%art!
su%%ort units
• Provide manaement in#ormation to im%rove the
service 9ualit!
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Calls
Voice mail
Chat
Walk-insService
Desk
2,
Interaction Management
E n d –
U s
e r s
I n t
e r a c t i o n
Self-Service
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Interaction Management . 3ene"its
• Dedicated Service Desk Process
• Pre+assinment o# tickets
– Standardi)es greeting
– 4sta2lishes initial 5uestions$ assessment$ scri*ts6
• ;um%in o## %oint to multi%le Processes<
– Incident$ Service 1e5uest$ 1e5uest "or
In"ormation$ Change$ 7thers
• Drives consistenc! #or Incident and ,e9uest
– +ilters '1e5uest "or in"ormation( ty*e calls
2
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Interaction Management . Goals
• =##ective routin and %rocessin o# in$ound
and out$ound communications
• Provision o# interaction in#ormation to all
%ersons workin with a contact to ensure
service consistenc!
2-
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29
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Interaction – Initiating Process +lo#
.0- Created with MetaStorm ProVision
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1e5uest +or In"ormation
• ,e9uest #or in#ormation
– 8hat(s someone(s *hone num2er
– Account storage 5uota
• Do !ou track them>– Generally yes6
• Se%aratel!>
– 3etter to do so6
• ?h!>
– Com*romises metrics "or other Processes6
.1
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An ACD Digression
0et:umancom
• ?e$site #or $!+%assin %hone trees
• Four Suestions<
– Al#ays 2e a2le to '9( out to get a human6
– System should estimate #ait times every 9
seconds6
– 3e concise: Avoid ver2ose *rom*ts
– 8hen no one is availa2le$ o*tion to leave a message
.2
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Calls
Voice mail
Chat
Walk-insService
Desk
..
The Su**ort and 1estore Processestrou2leshooting!
E n d –
U s
e r s
I n t e r a c t i o n
Self-Service
RFI
s Incident
ProblemKnowledge
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Incident Management
• An Incident<
– ;n*lanned interru*tion to an IT Service or a
reduction in the 5uality o" Service6
– In essence$ 3reak
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./
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Incident Mgt6 Controls > Measuressam*le!
.,
Control MeasureIncidents classied according to SLAs-
S to monitor all Incidents until
closure
*! Incidents closed "it#in SLA
S procedures include escalation
criteria and communication
procedures if SLAs in danger of$reec# and%or "or&arounds not
availa$le
*! Incidents re'uiring escalation
*! Incidents "it#out "or&arounds
*istri$ution of Incidents $( severit(
S procedures for timel( monitoring
and clearance of customer 'ueries
include resolution%closure and
conrmation steps to ensure actionta&en #as $een agreed $( customer
*! unresolved Incidents re'uired to
$e for"arded to Pro$lem Management
*! calls a $andoned
*istri$ution of call ans"er times*! calls cleared%closed during initial
contact
Produce reports for t#e measurement
of service performance including
response times and trends)
*! customers satised *relative to
SLA+
*Average MTT, relative to service
targetsIM a$le to leverage past incidents and *! Incident records successfull(
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Incident Mgt6 – ?igh &evel Model
.
Created with MetaStorm ProVision
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Incident Classi"ication and Initial Su**ort
.-
Created with MetaStorm ProVision
i i2ili id
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.9
Service Management 1es*onsi2ility Pyramid:Pro2lem and Incident Su**ort and 1estore!
Pro%lem
S e r v i c e
' e s (
I n c i d e n t
Service
Support
KB
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ITI& v0 Su**ort and 1estore Triad
40
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41
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Pro2lem Management Process +lo#
42
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44
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Service 1e5uests
• A Service ,e9uests is<
– 1e5uest to do something "or a user
– A re5uest "rom a ;ser "or in"ormation$ or advice$ or
"or a Standard Change or "or Access to an IT
Service6
– 4=am*les:
@ Install an a%%lication on m! com%uter
@ 8%rade memor!
@ Password reset
• .T a $reak-#i) ++ o#ten less urent
4/
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1e5uest +ul"illment
• ,e9uest Ful#illment<
– Process res*onsi2le "or setting u* access to the
organi)ation(s com*uter systems6 4=am*les:
@ userids and %asswords@ authentication and authori(ation
• /an $e em$edded in Service ,e9uests
• But hel%s i# se%arate* dedicated %rocess<
– Streamlines *rocedures "or account creation and
levels o" access or authority6
– 4sta2lishes distinct on.2oarding *rocess
4,
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4
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Service
Desk
4-
A Service Desk Model . 1edu=
E n d – U s
e r s Calls
Voice mailChat
Walk-ins
I n t e r a c t i o n
Self-Service Incident
Service
Requests
Request
Fulfillment
Problem
Knowledge
RFIs
RFCs
(Change Mgt)
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Interaction – Initiating Process +lo#
49
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/0
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Change Mgt – ?igh &evel Process
/1
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8hat(s the Process *oint@
?h! create distinct Processes>
• .ne Answer< Manaement Metrics
• Leads to in#ormed decisions<
– 7rgani)ational Structure
– Investment Decisions
– Procedures > 8ork +lo#
• .r* more #undamentall!C
/2
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"l
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1e"lective Questions
• Do !ou distinuish $etween incidents and
re9uests> :andle them di##erentl!>
• Do !ou collect metrics> Do the! drive !our
decisions> 5our 3ision>
• Do ,FIs com%romise !our data>
• Do !ou have consistent Interaction
Manaement> Scri%ts> Standard
reetins>
/4
h i
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Another 5uestion
:ow to et there>
• I# !ou choose to %ursue #ormal Processes<
• Im%lement as a %roHect
• .rani(ational /hane
– 1ecogni)e this is Cultural Change
– ;se an 7rgani)ational Change Model
//
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Questions
/,
http://www.wcunning.com
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/
i k d l d
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Service
Desk
/-
A Service Desk Model – Su**ort and 1estore
E n d – U s
e r s Calls
Voice mailChat
Walk-ins
I n
t e r a c t i o n
Self-Service Incident Problem
Knowledge
I l i P M i Ch
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Im*lementing Process: Managing Change
=iht Staes o# Leadin /hane* ;ohn otter
4 /reate Sense o# 8renc!
6 /reate 0uidin /oalition
7 Develo% a /hane 3ision & Strate!
J /ommunicate the /hane 3ision
/9
Still M i Ch
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Still Managing Change
otters +Stae Process continued<
E =m%ower Broad+$ased Action
K 0enerate Short+term ?ins
/onsolidate 0ains and Product more ?ins
Anchor ew A%%roaches in the /ulture
,0
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Thrasher(s ,alue Chain
,.
7 S 8h t( th P i t@
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7$ So 8hat(s the Point@
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