Integrated Service Desk at CityU

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1 城 市 大 学 集 成 服 务 台 的 构 思 Integrated Service Desk at CityU Joe Lee Computing Services Centre City University of Hong Kong Apr 2005, JUCC Workshop

2 技 术 支 持 服 务 窗 口 ( 帮 助 台 ) 的 发 展 历 程 Evolution of Help Desk 谘 询 处 (Consultation Room) 呼 叫 中 心 热 线 电 话 服 务 (Hot Line service) Single point of contact Problem logging and dispatch Became a Cold Line 技 术 支 持 服 务 窗 口 (Help Desk service) Help Desk service formally established Dedicated resources First line and second line support Help Desk Software 2005/04 Integrated Service Desk 2

3 现 有 服 务 窗 口 对 职 员 及 教 师 的 支 持 Current Setup of Help Desk for Staff 一 线 支 持 First line support Supervision Phone consultation Utilities (server status, account info, etc.) 二 线 支 持 Second line support On-site support Hardware Software Problem management 软 件 Software (iet Solutions) 2005/04 Integrated Service Desk 3

4 现 有 服 务 窗 口 对 学 生 的 支 持 Current Setup of Service Counter for Students 一 线 支 持 First line support Technical consultation Mobile Computer Service Loan Service Printing Support 二 线 支 持 Second line support Escalated incidents Problem management 软 件 (SCSR) In-house developed Software 2005/04 Integrated Service Desk 4

5 城 市 大 学 的 帮 助 台 架 构 Help Desk Architecture at CityU Staff 职 员 及 教 师 Students 学 生 Alumni 校 友 Help Desk & Service Counter 技 术 支 持 服 务 窗 口 提 供 一 线 服 务 Second Line Support 二 线 支 持 Operations Facilities Support Communication & Networking User Service Systems 2005/04 Integrated Service Desk 5

6 Users 客 户 城 市 大 学 的 帮 助 台 流 程 Help Desk Process at CityU 一 线 服 务 Service Counter Call for Support Help Desk General Office Enquire Incident Status Acknowledge Work Requests Log Incident or Escalation Update Dispatch rules Dispatch based on request type Web Incident Tracking 事 件 跟 踪 Incident Database 内 置 事 件 数 据 库 Routing / Dispatch 自 动 路 由 Alerts and statistics Management 管 理 层 iet Helpdesk Support Policy Resolutions Support Teams (Operation) Support Teams (Technical) Process Support Requests 二 线 服 务 Teams Leaders Assignment 2005/04 Integrated Service Desk 6

7 Help Desk Monthly Report (1) 2005/04 Integrated Service Desk 7

8 Help Desk Monthly Report (2) 2005/04 Integrated Service Desk 8

9 Help Desk Monthly Report (3) 2005/04 Integrated Service Desk 9

10 Help Desk Monthly Report (4) 2005/04 Integrated Service Desk 10

11 Help Desk Monthly Report (5) 2005/04 Integrated Service Desk 11

12 Help Desk Monthly Report (6) 2005/04 Integrated Service Desk 12

13 Help Desk Monthly Report (7) 2005/04 Integrated Service Desk 13

14 Help Desk Monthly Report (8) 2005/04 Integrated Service Desk 14

15 Help Desk Monthly Report (9) 2005/04 Integrated Service Desk 15

16 Pitfalls of Current Setup 现 有 的 困 难 不 能 追 寻 问 题 的 根 源 Cannot trace a problem to the source Limited to infrastructure & technical support Problems end after referring to corresponding business and other support units Problems resolved at the end-user side are not recorded 对 业 务 的 联 系 和 了 解 不 深 Not yet tied up with business objectives Lack knowledge of the whole support structure and of cross team activities Not tightly integrated with internal generated incidents (e.g. security incidents) 与 其 他 流 程 连 结 的 需 要 Integrating contact management, identity management, change management and asset management will be critical for providing proactive support 流 程 及 技 术 的 复 杂 化, 用 户 和 咨 询 数 量 激 增 Increased complication process flow and technology, increase of users and enquiries 2005/04 Integrated Service Desk 16

17 加 强 帮 助 台 的 功 能 Extension of Help Desk Software 网 上 服 务 请 求 Online Work Request Integration 直 接 访 问 服 务 进 度 Online Tracking 网 络 使 用 管 理 Network Access Management 网 络 连 接 管 理 Network Connection Management 资 源 预 算 管 理 Budget Resources Management 增 强 在 线 自 助 服 务 活 动 Strengthen Online Help 知 识 库 的 发 展 可 以 延 伸 到 整 个 企 业 Service related Knowledge Base IT 服 务 管 理 IT Service Management (ITSM) 集 成 服 务 台 Integrated Service Desk 未 来 目 标 已 完 成 2005/04 Integrated Service Desk 17

18 解 决 方 案 - 集 成 服 务 台 的 优 点 Solution - Integrated Service Desk 可 认 清 服 务 的 目 标 和 方 针 Can set a clear objective and mission for service 可 了 解 企 业 需 要 和 用 户 服 务 改 善 的 要 求 Enhance understanding of business needs and user requirements 可 扩 张 所 支 持 的 幅 盖 范 围, 包 括 技 术 或 非 技 术 问 题 Can extend the scope of support to cover technical and non-technical issues 合 并 内 部 和 外 部 支 持, 加 强 与 职 员 用 户 和 合 作 伙 伴 [ 包 括 跨 部 门 ] 的 关 系 Reorganization of support structure to enhance proper service desk functions across functional units 作 为 交 换 中 心, 收 集 知 识 并 转 移 到 相 应 的 资 源, 使 问 题 快 速 地 解 决 提 供 协 作 平 台, 交 换 信 息 和 知 识 Integration with other management processes 不 论 地 理 位 置 所 在, 能 够 同 时 支 持 多 个 帮 助 台 问 题 跟 踪 客 户 自 助 式 在 线 服 务 等 等 Can support multiple help desks independent of location, perform tracking as well as online help 提 高 数 据 的 精 确 性, 降 低 管 理 成 本 并 提 高 效 率 Can provide accurate data for service improvement and planning 2005/04 Integrated Service Desk 18

19 手 段 : 采 用 ITIL 流 程 来 建 立 一 个 集 成 服 务 台 Applying ITIL to Implement Our Integrated Service Desk 用 户 Users Network & Operation Mgt Counter Help Desk Applications Mgt Service Desk 服 务 台 Security Mgt Problem Mgt 问 题 管 理 Incident Mgt 事 件 管 理 Change Mgt 变 化 管 理 Financial Mgt 成 本 管 理 Service Level Mgt 服 务 合 同 管 理 Service Continuity Mgt 灾 难 恢 复 计 划 Release Mgt 软 件 控 制 和 分 发 Configuration Mgt 配 置 管 理 Availability Mgt 可 用 性 管 理 Capacity Mgt 能 力 管 理 Service Support Processes Service Delivery Processes 2005/04 Integrated Service Desk 19

20 Information Technology Infrastructure Library (ITIL) Processes 信 息 技 术 基 础 架 构 库 处 理 程 序 Service Level Management 服 务 合 同 管 理 Change Management 变 化 管 理 Availability Management 可 用 性 管 理 SERVICE Financial Management 成 本 管 理 Incident Management 事 件 管 理 SERVICE Release Management 软 件 控 制 和 分 发 DELIVERY SUPPORT IT Service Continuity Management 灾 难 恢 复 计 划 Capacity Management 能 力 管 理 Configuration Management 配 置 管 理 Problem Management 问 题 管 理 Service Desk 服 务 台 2005/04 Integrated Service Desk 20

21 最 终 目 标 Ultimate Target 提 供 一 站 式 IT 服 务 的 集 成 服 务 台, 背 後 由 不 同 部 门 支 持 Provide one-stop IT services through Integrated Service Desk even some of them are offered by different departments 提 供 BI 数 据, 藉 以 提 高 在 业 内 的 竞 争 力 Provide Business Intelligence data to improve competitiveness in the global arena 实 施 IT 管 治, 平 衡 用 户 需 要 和 有 限 资 源, 并 维 持 恰 当 的 服 务 水 平 Practise IT governance to balance customer needs and the budget available while maintaining acceptable service level 成 立 有 效 的 知 识 数 据 库, 让 用 户 透 过 网 络 寻 查 服 务, 帮 助 处 理 问 题 Establish an effective knowledge database and through network discoverable services to enable users' self-help 提 供 所 需 数 据, 以 便 设 立 新 的 服 务 和 主 动 支 持 Provide necessary data for identifying new services and proactive support 2005/04 Integrated Service Desk 21

22 University Services Management 2005/04 Integrated Service Desk 22

23 2005/04 Integrated Service Desk 23

24 叁 考 - 融 合 ITIL 流 程 的 IT 服 务 管 理 软 件 References ietsolutions iet HelpDesk Altiris HelpDesk Solution CA Service Plus Service Desk Datawatch Visual Help Desk FootRange Solutions Incident Management HornBill Supportworks HP Openview Service Desk Remedy Help Desk UniPress Footprints 2005/04 Integrated Service Desk 24

25 叁 考 - 其 他 有 关 ITIL 的 资 料 Other References Chinese ITIL Whitepaper (ITIL 白 皮 书 ) OCG IT 服 务 管 理 体 系 (BS 15000) 系 列 The ITIL Community Forum itsmf IT 治 理 研 究 中 心 Pink Elephant IT Service Management Institute The IT Service Capability Maturity Model 2005/04 Integrated Service Desk 25

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