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?
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