Operationel og proaktiv rapportering i Service Desk. Grundfos IS SLM Concept
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1 Operationel og proaktiv rapportering i Service Desk Grundfos IS SLM Concept
2 Grundfos Group The world s leading pump manufacturer Annual production of more than 10 million pumps App employees worldwide App IT Users
3 Grundfos IS Group IS has 260 employees worldwide 160 employees at Central IS (Denmark) 100 employees in locally placed IS organisations in production and sales companies - From 1 to 10 employees History of relatively autonomous IT governance in local companies Global consolidation in process Global 24x7 Service Desk under development (Denmark, USA, China) ITIL activities: Implemented: Incident Management, Service Level Management Development: Change Management
4 What is Service Level Management? An important definition Service Level Management (SLM) A structured and proactive method to ensure that all IT users receive a service level that supports the business needs at an acceptable cost SLM is a process! SL A Service Level Agreement (SLA) An agreement between IS and IS customers that specifies the quality to be delivered to ensure the business needs The SLA is a tool in the SLM process! SL M SLM is not just a ring binder
5 SLM The process approach Typical Typical Initiation: Initiation: Breach/Alert Breach/Alert Main Main tool: tool: Monitoring Monitoring tools tools Typical Typical KPI s: KPI s: Uptime Uptime Responstime Responstime Mean Mean time time to to repair repair Etc. Etc. Typical Typical Initiation: Initiation: Users Users Main Main tool: tool: Service Service mgt. mgt. tool tool Typical Typical KPI s: KPI s: Responstime Responstime Resolution Resolution time time Quality Quality Etc. Etc. Source: IBM ITIL Process Model
6 Service Support SLA - Categories Service Support SLA s Categories Contact Management SLA Phone, Mail, HelpDesk system Service Request Management SLA Hardware, Software, User admin. Incident Management SLA Priority 1-4 Change Request Management SLA Priority 1-4 Service levels are defined on categories
7 Goals in the Service Support SLA All Categories % Resolved Time Instant Target Averag e Final Target The threshold where user perceives the resolution/delivery as instantly Average time to resolution/delivery The maximum time allowed for any resolution/delivery
8 Reporting Real-time reporting Proactive reporting
9 SLA Reporting (SLAM) Incident Management Priority 1 Cert ainty Threshold Service Hours Service Profile 24 x 7 x 365** ASAP Incident capacity - 10 Priority 1 procedure followed 100% - Incidents resolved within Final Target 99% 12 hours Priority 2 Service Hours Service Profile 24 x 7 x 365** ASAP Incident capacity - 50 Incidents resolved within Instant Target 25% 1 hour Incidents resolved within Average Target 50% 2 hours Incidents resolved within Final Target 99% 12 hours Priority 3 Service Hours Service Profile Normal Service Hours* ASAP Incident capacity Incidents resolved within Instant Target 25% 1 hour Incidents resolved within Average Target 50% 4 hours Incidents resolved within Final Target 99% 2 days Priority 4 Service Hours Service Profile Normal Service Hours* ASAP Incident capacity Incidents resolved within Instant Target 50% 1 hour Incidents resolved within Average Target 75% 2 days Incidents resolved within Final Target 99% 10 days Real-time Reporting As close to the now as possible Service Quality Cert ainty Threshold Customer complaints - >0,5% Customer satisfaction - <80
10 Historic data vs. Proactive data History Now Future
11 Proactive Data (In regard to the SLA) Snapshot and count down Other methods like e.g. Trend analysis can be used for long term analysis
12 Working with causes How do we improve the SLA compliance indirectly?
13 Cause and effect Work with the causes as well IS Governance Department Department Department Department Department Department Department Dedicated SLM Team Service Level Management Team Team works with causes Operational within own dep. Weekly follow up
14 What is the most important goal Better results!
15 What can we do to influence the result?
16 Defining the initiatives and measurements
17 Weekly follow-up and review (keeping the momentum)
18 Keeping up the momentum SLM TEAM Score Board Week Bonus Goal Actual Missing Categorisation Team Thomas Thomas Jan Jan Hilde Hilde Michael Michael Reports Thomas Goal achieved: Top personal performance Jan Hilde Michael Weekly follow-up meetings Thomas Jan Hilde Michael Total Thomas Jan Hilde Michael Team Goal :( :( :( :( :( Not real data :( Goal partially achieved: Some personal performance Goal not achieved: Lack of personal performance
19 Thank you for your attention and questions For questions, knowledge sharing etc. please feel free to contact:
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