Service Desk. Martin Sarnovský

Transcription

1 Service Desk Martin Sarnovský Department of cybernetics and artificial intelligence Faculty of electrotechnics and informatics Technical university in Košice

2 Content Introduction / ITIL v.3 Definition Types Implementation according to ITIL Software

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5 Service Desk Most important part of IT department Service Desk enables ITSM Provides a primary central point of contact for all users of IT daily contact with IT vs. customers Records and manages all incidents, service requests, access requests and transforms them into further inputs Change, Problem, Configuration, Release... Primary goal restore regular service function (after incident) ASAP In the broadest sense from a answering a telephone call to many other service requests Provide advice, guidance leading to quick service recovery

6 Objectives Benefits of Service Desk implementation: Increased customer satisfaction Increased support availability, communication improvement Higher quality and speed of request processing Improved teamwork and internal communication Proactive approach to service delivery Minimized negative impacts Better infrastructure management Better use of ICT resources, increased productivity Availability of informations with higher denounced value Results of absence of structural support solution: Low customer satisfaction along with own staff Unsystematic management of support staff Continuously putting out fires Recurring solutions to identical incidents and problems Dependance on key employees Uncoordinated and uncontrolled changes are commonplace Failure to respond to new business requirements Vague and inconclusive utilization of resources Fluctuating quality of request handling

7 Activities Recieving, recording (logging), prioritization and tracking of service calls communication with users SD is responsible for first-line investigation of incidents and resolution of requests, which do not need to be escalated higher Escalation and transfer of responsibilities within the organization Monitoring and tracking the status of all registered calls Quality reporting Constantly informing the customer about the course of the request, its status and progression Coortination of second-line support and third party support Closing incidents and subsequent communication with customers (surveys, callbacks)

8 Service Desk types Call Center Contact Center Call center expanded to s, providing services to external customers Help Desk Administers, manages, coordinates and resolves incidents Customer support internally within the organization Service Desk Transition to services enables the IT processes to be completely integrated into service management infrastructure besides processing incidents, problems and calls it provides an interface for various other activities

9 Differences Help Desk Trouble ticket logging Some break/fix Service Desk Break/fix Knowledge management Self-help Collaboration and integration with service teams and other IT processes

10 Goals of SD according to ITIL ITIL expands the role of Service Desku processes It s an interface for all other processes and activities (service operation) Service Desk specific implementation / activity SD place, where these are carried out Incident management Problem management Change management Request management Availability and capacity management IT service continuity management

11 SD s place in ITIL Incident management They are registered, classified, prioritized (according to the process from IM), monitored and followed on the SD Provides the primary support (1 st line), closing, escalation Problem management Communication with users about the problem, matching incidents to existing problems, known errors Change management Proactive solution, registration of change requests Configuration management Connection to the CMDB and the detection of affected CI Release management SD informed about new releases, impressing customers by forwarding informations

12 Service Desk management Service Desk operation Day to day resource management monitoring and recording of personnel and activities Performing processes (ITIL v3) Communication with customer Cost administration Reporting Service Desk optimalization Monitoring of operations on Service Desk Processes optimization Staff size optimization Technologies and infrastructure optimization

13 Organizational structure of Service Desk Local SD Centralized SD Virtual SD Continuous operation (Follow the sun)

14 Local Service Desk

15 Local Service Desk SD physically located close to users Visible presence vs. inefficiency, high costs Reasons for the use of local SD: Language / cultural differences Specialized teams Existence of specialized services that require knowledge of experts VIP / critical users

16 Centralized Service Desk

17 Centralized Service Desk Centralized SD reduces the number of SD by combining them into a single Support for all users of the organization, regardless of geo. location Increased cost-effectivness, less staff dealing with multiple calls Telephone system with unified numbers, connecting to the service desk, ACD automatic call distribution Central storage of logs, report, data...

18 Virtual Service Desk

19 Virtual Service Desk Use of the Internet and support tools Combines elements of local and centralized SD The impression of a centralized Service Desk, while in fact, the Service Desks are geographically distributed (SD access through a single phone number) Has to have sufficient capacity, each virtualized SD common procedures Virtualization brings opportunities: Home working Secondary support groups Off-shoring / Outsourcing

20 Follow The Sun Virtual Service Desk is not a type of SD but a combination method used in international organizations Combines a number of geographically distributed SD workplaces in order to provide continuous support Ex. Service Desk in Pacific time zone + Service Desk in the EU time zone Provides 24/7 coverage at relatively low costs Potential problems support of common processes, use of common tools, shared databases Necessary control increase at escalation, switching calls, knowledge of foreign languages

21 Self-Service Service Desk Possibility of control by the customer Logging new incidents, requests Self-help Reduces Service Desk burden Useful during out of hours and for non-critical activities Dependence on knowledge base

22 Service Desk - outsourcing Possible benefits Possible savings Access to a wider stock of skills Trained staff and wider coverage of services Advantages Increases concentration on business activities Lower costs of service with external delivery than internal operation Use of external staff Disadvantages Loss of direct contact with customers Need to ensure resources for monitoring of delivered work The staff might not be sufficient (quantity and quality) for a large number of outsourced SD customers

23 Roles in Service Desku People/Processes/Technologies Processes - ITIL Technologies ITSM Software Personnel User roles Service Desk Manager Manages common activities carried out at Service Desk Represents the highest escalation point Monitors the activities at SD with respect to business Key responsibility responsible for handling incidents and service requests Monitoring of som event goups

24 Service Desk Supervisor In smaller SD this role is represented by Service Desk Analyst Manages the Service Desk staff and takes care of skill level Escalation point for some cases of calls Responsible for staff working at the Service Desk and their development (organizing trainings, etc.) Service Desk Analyst Provides 1 st level support Manages incidens, responds to requests

25 Super Users Useful appoint / suggest a number of Super Users from the user community Intermediaries between the organization and the Service Desk They can serve as a filter for incidents / requests from the user community eg. If a massively used service crashes, prevent a so called Incident Storm The opposite direction spread information from the SD to the user community Suitable interface Business/Service Desk Training Responsibility Invulnerability to misuse

26 Metrics for Service Desk Defining metrics option of Service Desk evaluation, performance measurement Important to measure in regular intervals Objective ensure efficiency, effectivness, health of Service Desk operation Metrics should be realistic, chosen in consideration of provided services Easily measurable metrics can lead to incorrect information (total number of recieved calls) Need to establish accurate metrics and their analysis

27 Metrics fr Service Desk II. Statistics The amount of resolutions at the first level Times How many calls resolved during first contact with SD How many calls resolved directly at SD without need of other groups Number of incorrectly assigned incidents / requests Average time to resolve an incident Average time taken to escalate an incident Average time for review and closing an incident Expenses Average expenses of Service Desk for processing an incident Total expenses of Service Desk / Number of calls

28 Key performance indicators (KPI) % of success of resolved incidents and service requests (by category and priority) % of incidents / requests resolved at first level % of incorrectly assigned incidents and service requests at second / third level % of resolved incidents / requests without user visiting % of reopened incidents / requests % of extraordinary long resolution periods % of failure of early resolution of the incident / request

29 Satisfaction questionnaires Service Desk performance metrics hard performance Soft performance how users react to the Service Desk Questionnaires, telephone surveys, etc. After-Call Surveys After calling SD, high response rate / negative experience (aversion) Outbound Phone Surveys Calls with customers who have at some point contacted SD Higher response rate as an interview, possibility of contacting special groups Can disturb, possibility of changing the perception of the incident Discussions Non-verbal informations, better feeling / time demand Group Discussions Large number of users / not everybody gets a turn, opinion changes in group Postal / questionnaires Possibility to reach groups, anonymity, automation / low number of responses, possibility of misinterpretation On-line questionnaires

30 Technologies Telephone systems VoIP, ACD... Forms of electronic communication Voice , web forms, mobile device support, chat, etc. Diagnostic tools, Knowledge management Knowledge base Self-help / Self-healing tools Expert systems, consulting Integrated ITSM tools and Operation management tools, division in several ways: Distribution: Commercial IBM Tivoli HP Service Manager (Open View) Open Source OTRS Technology: Web-based Standalone products Scalability / adaptability Configurable Customizable

31 Questions? Further info - WIKI page of class: Info also at