SESSION 208 Monday, November 2, 11:30am - 12:30pm Track: Service Support and Operations

Transcription

1 SESSION 208 Monday, November 2, 11:30am - 12:30pm Track: Service Support and Operations SPOC: One Goal, One Journey to the Road to Success Eddie Vidal Manager, UMIT Service Desk, University of Miami evidal@miami.edu Session Description The road to success for organizational change is often met with roadblocks and detours, rarely following a straight, simple path. Changing long-standing processes and team members roles to reach the ultimate goal of Single Point of Contact (SPOC) is a challenging journey. In this session, attendees will learn how one organization with 35,000 customers made massive improvements through SPOC. Find out how to combine several services desks into one, cross utilize team members, lower your abandon rate, create scalability to support large projects, and more. (Experience Level: Intermediate) Speaker Background Eddie Vidal has more than twenty-five years of IT experience in transportation, hospitality, higher education, and healthcare. Eddie is currently the manager of the UMIT service desk at the University of Miami, where his team supports more than 35,000 users, focusing on service delivery and support for IT infrastructures. He currently serves as president emeritus and founder of the HDI South Florida local chapter, and he s a member of the HDI Strategic Advisory Board.

2 SPOC: One Goal, One Journey, and the Road to Success Eddie Vidal Takeaways Road Traveled Value to Customer / UMIT / Team Wins Milestones - Celebrations Lessons Learned Bumps in the Road Do Overs

3 Our Journey Combined several Services Desks into one Transitioned from 9 to 5 to 24 x 7 x 365 Created career paths for all team members Cross utilized team members Lowered abandon rate with ACD call menu change and increased service levels Created Scalability to support large projects Faculty, Admin & Staff 14K Students 16K Alumni 171K

4 BS - Before BS SPOC 6 - Academic 4 - Clinical 10 Med Tech 20 Tier 2 System Admin Data Center Moving Pieces

5 Time line Dec 2012 UMIT becomes ONE Apr 2013 AD & O365 Jan 2014 Data Center reports to Service Desk Time line Jul 2014 Go to 24 x 7 x 365 Support Dec 2014 Call Menu Change Apr 2015 Workday ERP Rollout Jun 2015 All moved to ONE location

6 Cross Training Moving Pieces

7 Moving Pieces Skill group matrix

8 2014 Numbers s 55,628 Calls Offered 194,204 Calls Answered 160,857 Calls Abandoned 25,934 Abandon Rate 13.4% Avg Speed to Answer 1:47 Service Level 54% Call Menu 1. Password Reset/General Info 2. Bio Medical Support 3. Telecom, CaneID, Cane Card 4. Research Systems 5. UChart, Business & Clinical Support 6. Project AD & O Technical Support 8. Training & Misc 9. Workday

9 Communication Communication

10 Communication Who We Are

11 Who We Are Password Reset Support 26 Workday Support 16 Technical Support 16 Project Support 12 Academic Support 11 Clinical Support Numbers - Wins Change s 6.9% Calls Offered 6.5% Calls Answered 10.3% Calls Abandoned -10.4% Abandon Rate -15.9% ASA -22.4% Service Level -14.8% FCR 4.9%

12 Value - Career Path Value Skill set changes on the fly New Employees contribute faster Scalable setup for projects Ability to more resources around to different shifts and provide coverage

13 Value 24 x 7 Support Technical Resources work on tech calls Team Meetings Guest Speakers Culture & Changes Shared plan 8 to 10 months in advance Ask questions and what if scenarios instead of telling them What would you do if this were to happen? Discussed at every team meeting Moved team members gradually At the U, we transform, lives through teaching, research and service

14 Projects Tools Service Now Cisco IPCC Exony Reporting Knowledge Base SharePoint/Service Now

15 Training Workday Saturday Sessions Weekly Meetings Guest speakers Cross Training Lynda.com Skillsport Workforce Engagement Dept KB Wiki 3 HDI Support Center Analysts Hour Total 12:00 AM % 1:00 AM % 2:00 AM % 3:00 AM % 4:00 AM % 5:00 AM % 6:00 AM % 7:00 AM % 8:00 AM % 9:00 AM % 10:00 AM % 11:00 AM % 12:00 PM % 1:00 PM % 2:00 PM % 3:00 PM % 4:00 PM % 5:00 PM % 6:00 PM % 7:00 PM % 8:00 PM % 9:00 PM % 10:00 PM % 11:00 PM % Grand Total % Calls by Hour Midnight to 7 AM % 6 PM to 7 AM 3.71% 7AM to 6 PM 96.29% 6 PM to Midnight 3.06%

16 Calls by Hour Goals Not Ready Time Knowledge Based Articles Call Monitoring Professional Development Calls vs Incidents

17 Lessons Learned Communicate Changes Involve the team Prepare to change directions Clinical Abandon Rate was higher Still Working On Not Ready Time Abandon Rate Cross Training Knowledge Base Long Hold Time for Clinical and Weekends Customer Surveys Turnover Sharpen the Saw

18 Light at the end of the Tunnel Eddie Vidal HDI & Fusion Track Chair & Speaker HDI Strategic Advisory Board Founder of South Florida HDI Local Chapter Published in Support World Magazine & HDI Connect HDI Support Center Manager Certified ITIL V3 Foundation & OSA Certified itsmf Monthly Podcast Producer 2014 itsmf President s Award Manager, UMIT Service Desk eddie_vidal@yahoo.com

19 Thank you for attending this session. Please don t forget to complete an evaluation form! Eddie Vidal eddie_vidal@yahoo.com