TRANSFORMING A HELPDESKINTO AN ITIL SERVICE DESK II

Jack SchmidtFermilabNLIT 2010

Agenda The 1st Year Staffing Issues Internal Tool Audit Problem Management Change management Process Improvements Lessons Learned

Service Desk – The 1st Year

Go Live(Apr 09)

NLIT (May 10)

3 Months

9 Months

6 Months

Staffing Issues

Internal Tool Audit

Problem Management

Change Management

Process Improvement

Staffing (Go-Live)Service Desk

Manager

User Support

Accounts

Hardware Maintenance

Tool Support

Staffing (Go Live) Service Desk Manager (Junior Manager)

Oversee Daily Ticket Load Metric Reports Customer Follow up User Follow up

Staffing (Go Live) User Support( 3 Staff + 1 On Loan

Desktop Support) Phone/Email/Tool Incidents Off Hours Support

Hardware Tickets (1 Staff) Account Management (1 Staff)

Staffing (Go Live) Tool Support

Remedy Application Admin Home Grown System Care and Feeding

Staffing (Now)

Incident Manager

User Support

Tool Support Accounts

Hardware Maintenan

ce

Incident Coordinato

r

Service Desk

Manager

Staffing (Now) Incident Manager

Temporarily Senior Manager (opening) Critical Incident Manager Problem Mgmt Interface CAB Participant Operations Metrics Communications

Staffing (Now) Incident Coordinator

Backup to Incident Manager Technical Lead during Critical Incidents Phone Switch Management Desktop Support Interface Standard Notifications Off Hours Support

Staffing (Now) Service Desk Manager (Contractor)

Oversee Daily Ticket Load Metric Reports Customer Follow up User Follow Up Service Provider Interface Off Hours Support

Staffing (Now) User Support (3 Contractors)

Phone/Email/Tool Incidents Windows Desktop/Laptop Builds Resolve Desktop Tickets (remote control) Assist with Hardware tickets Account Management Knowledgebase Articles Off Hours Support

Staffing (Now) Tool Support

Remedy Developer & Remedy Application Admin

Interface External Systems Upgrades Constant “Tweaks” ISO20K Project Support Tool Training

Staffing (Now) Accounts

1.5 Support Create/Maintain onsite and offsite accounts

Staffing (Now) Hardware Maintenance

Manager Oversee Hardware Requests Interact/Follow-up with vendors Manage Hardware Contracts Vendor Relationships

Internal Tool Audit Tool and Process Frustration

Internal audit by CD staff Findings regarding tool and service desk

Problem Management Link “random”

incidents Reduce incidents by

resolving problems Monitor queues during

initiatives/rollouts Note: Not everyone

understands the need for Problem Management!

Change Management Increase

communication with Service Desk

Incident Manager participates on CAB

Process Improvements Account Provisioning

Simplify! Automate! Consolidate hardware requests Building knowledge base

Review top ticket categories Work with group leaders

Process Improvements Remote Control (Bomgar) Consolidate web forms Self Service

Tool more complex than expected Automate forms and top requests

Lessons Learned Communications is Essential

Focus group of key customers and users Interface with Public Affairs office

Twitter: http://twitter.com/FNALServiceDesk Satisfaction Surveys Tip of the Week

Tool usage Customer interactions

Underestimated the impact of change Complex tool and responsibilities with no “quick wins” for

support staff Changing the way people work

Lessons Learned Breakdown Silos Service Providers: We are all part of the

Service Desk The needs and issues of the users are

different then the needs and issues of the service providers

Face time

Lessons Learned Its important to have the right people

Good feedback on interactions with users Service Desk staff meetings are

important Review policies and procedures Discuss possible patterns in current tickets

Gratuitous Metrics

Future Improvements Phone Switch Daily Operations meeting Improve Paging Support Understanding “What Is a Critical

Incident?”

Questions?