Global Service Desk (GSD) IT Executive Learning Series

Transcription

1 1 Global Service Desk (GSD) IT Executive Learning Series Tom Painter Director, Global IT Operations and Application Management and Computer / Telephone Integration (CTI) Services THIS PRESENTATION SUMMARY IS FOR INFORMATIONAL PURPOSES ONLY AND MAY CONTAIN TYPOGRAPHICAL ERRORS AND TECHNICAL INACCURACIES. STATEMENTS ARE THE OPINIONS OF THE PRESENTER(S) AND DO NOT NECESSARILY REFLECT THE VIEWS OF DELL. THE CONTENT IS PROVIDED AS IS, WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KIND Dell Inc. All rights reserved. Trademarks used in this text: Dell and the DELL logo are trademarks of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and trade names other than its own.

2 Decentralized Regional Processes AP AMER Dell operated 6? Service Desk sites in 2 languages aiding 30,000 global employees in 4 distinct regions which functioned in isolation creating disparate processes, procedures, and tools EMEA and now JAPAN 3 Americas Service Desk Global Follow the Sun Support EMEA Service Desk Global Dell Site Locations APJ Service Desk Edmonton Toronto Roseburg Twin Falls Nashville Reno OKC Waco Austin/RR Mexico City El Salvador Panama Chile Ottawa Winston Salem Puerto Rico Colombia Ohio Argentina São Paulo Porto Alegre Sweden Finland Denmark Prague Norway Halle Frankfurt Poland Amsterdam Belgium Scotland Dublin Limerick Bracknell Paris Morocco Italy Geneva Athens Montpellier Madrid Delhi Chandigarh South Africa Bratislava Bangalore Guangzhou Chengdu Hyderabad Hang Zhou Shenzhen Penang Beijing Dalian Shanghai Kawasaki Miyazaki Xiamen Taiwan Philippines Hong Kong Kuala Lumpur Mohali Singapore Sydney 4

3 3 Americas Service Desk Global Follow the Sun Support EMEA Service Desk Service Desk Languages and Time Zones APJ Service Desk AMER English Spanish Portuguese French German/Slovakian Americas 13 X English Support. 3 X Portuguese & English Support Mandarin Thai Korean Japanese EMEA 2 x German, Slovakian & English (Bratislava) 1 x English Support (Limerick) 2 x French & English (Casablanca) India India 9 x English Support India (con t) APJ APJ (con t) 06:00 AM GMT 12:00 AM CDT 1 x English & Mandarin (Penang) 12 Hours Shift 12:00 PM GMT 06:00 AM CDT 06:00 PM GMT 5 12:00 PM CDT 1 x English Agent (Penang) 6 x English Agent (KL hours TBD) 2 x Mandarin Agents (Penang) 2 x Japan Agents (Kawasaki) 1 x Korea Agent (Dalian) - TBV 12:00 AM GMT 06:00 PM CDT 06:00 AM GMT 12:00 AM CDT Internally Supported Business Partners Americas 36,300 - Head Count Customer Base 81,350 - Head Count EMEA 18,700 - Head Count India 13,090 - Head Count APJ 13,260 - Head Count 143,600 Incidents Requested to IT per month 16% of Incidents generated through phone contact 61% of Incidents reported via Web Tool 23% of Incidents generated via automated monitoring Global Service Desk / Onsite Support 35,400 Incidents / Month Incidents handled by Other Support Groups 6

4 History 100K DAISY On-Line Web Self-Help and Trouble Ticket submission TT / Month 81k clients Increase in tickets due to monitoring tools 50K 30k clients Reduction in tickets Due to self-help TT / Month 10K Low Quality Customer Service/Service Levels Improved Quality Customer Service/Service Levels 60 HD Agents 500 : HD Agents 1500 : Service Desk Scope Remote User Support Prioritized phone support for Account Executives Support for all remote and traveling employees Remote Access Virtual Private Network (RAVPN) Temporary Quarantines to download required updates Wireless questions on campus, at home or traveling Support for 3500 Hand-Held device users Software Support Microsoft Suite Installation and configuration help for 700+ Dell applications Security Support Password resets (400+ automated resets per day) System compliance checks 4

5 5 Tools: Daisy Web Interface for clients to log support requests Provides global 24 x 7 online self service capability allowing customers to troubleshoot and resolve issues without the need contact the Service Desk Can be accessed through any Dell system in any Region EMEA DAISY supports language options more userfriendly Reduction in volume of calls to the Global Service Desk Route support requests directly to the correct Support Team for resolution 9 Daisy Intranet Access 10

6 6 Daisy Self Service Wizard (Americas) 11 Daisy Trouble Ticket Creation 12

7 7 Daisy Password Reset 13 Daisy Language Support 14

8 8 Tools: Misc Remedy Helpdesk Global tool for working and resolving incidents Integrated with Daisy and KCS Single repository for recording all incidents Knowledge Centered Support (KCS) Global tool open to all Dell I/T Support Groups Integrated with Remedy Self-service quick fixes available to Dell I/T Support Groups Chat Room Global communication mechanism for internal customers to enlist assistance from any Service Desk Analyst regardless of location Instant response when needed Allow Service Desk Analysts to resolve multiple incidents at any given time 15 Remote Assistance Web Interface for clients unable to access the Dell network information on how to connect alternative methods for connecting trouble-shooting common connectivity issues provides the necessary security downloads 16

9 9 Security Access Tools External (Courion) & Internal Automated Password Re-set Tools Complies with highest security complexity requirements Available in EMEA and AMERICAS (excluding India). Allows Clients to re-set their own passwords within minutes via the phone/web without having to log a Daisy Ticket. Authenticates details listed in HR database Future will include Global Password Reset Tool Extend to regions currently not supported (India, APJ) Allows global contractors and temps to utilize password reset tool Clients set their own profile for verification instead of the tool authenticating details against HR database Internal Automated Tool to Grant and Remove access to Remote Access / Virtual Private Network (RAVPN) Work Orders 17 Customer Experience (CE) Satisfaction Survey Customer Experience survey randomly distributed to 75% of clients after their support request has been closed. 25% of clients receiving survey respond Results used to drive process improvements within the Global Service Desk Survey Questions: 1. Do you feel you received a response to your issue within a reasonable amount of time? 2. Was the resolution of your issue complete and accurate? 3. Did the I/T Service Desk analyst understand your issue? 4. Was your issue resolved in a timely manner? 5. How would you rate the professionalism of the analyst who worked your issue. 6. Overall, how would rate your experience with the I/T Service Desk analyst. 18

10 Results: Customer Experience Metrics Customer Experience Metrics - % YES, Exceeded / Met Expectations 100% 90% % 70% 60% %Yes 50% 40% 30% 20% 10% 0% Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Month Calendar year 2005 Customer Experience (CE) goal was 80% meet or exceed Calendar year 2006, CE goal set to 85% (stretch goal of 90%) Current CE average = 85% met or exceeded customer s expectations 19 In the Beginning: Regional Processes APCC AMER EMEA JAPAN 20 10

11 11 Next Step: Process and System Integration APCC AMER Integrated EMEA In Progress JAPAN 21 Summary: Daisy has enabled % of Automated Service Requests: Supported Languages: Client to Analyst Ratio: % of Incidents Generated by Phone: Global Service Desk Locations: 2000 Xxxxx 0.0% : 1 Xxxx 100% Xxxxxxxx Xxxxx 61% : 1 Xxxxx 16% Xxxxxx 12 22

12 12 Questions & Answers Backup

13 13 More Next Steps Populate Knowledge Center Services (KCS) system Knowledge base application to be used across all support teams Improve Mobile Messaging Support Structure Improve SLA support for TREO s and Blackberry s Train global team and work escalations 25 Implemented Improvements Distribute Customer Satisfaction Surveys Streamlined Queue Management Subject Matter Experts for escalations Tickets categorized before assigning All tickets assigned within 8 clock hours Prioritized Queues (1 st ) Remotes, (2 nd ) Local Remotes, (3 rd ) All Others Formalized Level 1 New Hire Training Outline of key Accesses required Documented list of Applications and key knowledge requirements Knowledge Center Support (KCS) Level 2 s as trainers Monitor Automated Deployments System Management Software (SMS) Software / Patch deployment Require user validation of resolution prior to closure Updated Daisy Articles (self-service) 26

14 14 Organization Global Manager Manager, India Manager, AMER Team Lead, EMEA Manager, APJ 8 Bangalore 5 Chandigarh 11 Round Rock 3 Eldorado do Sul 2 Casablanca 1 Limerick 2 Bratislava 6 Kuala Lumpur 8 Penang 2 Dalian 4 Kawasaki 27 Strategic Roadmap EMF integration into the Global Service Desk (GSD) Completed GSD rollout to UK & Ireland French Business Unit (BU) Support GSD live GSD rollout to Remaining EMEA BU s Q4 FY05 Q1 FY06 Q2 FY06 Q3 FY06 Q4 FY06 Rollout of Automated Password Reset Tool to UK & Ireland Rollout of Automated Password Reset Tool to EMEA Q1 FY07 Q2 FY07 Q3 FY07 Q4 FY07 Completed Planned GLOBAL System Requirements Documented for system upgrade EMEA - German/Slovakian BU Support GSD, go-live Q2, FY07 Global Service Desk Malaysia (English) India Integration into GSD GLOBAL, FY07 - Automated Password Re-set Tool AP GSD Integration Japan GSD Integration 28

15 Mission Statement Recurrences Resolution & Customer Satisfaction Be the single point of contact to ensure a stable, secure, I/T environment for internal Dell employees. Provide a global, consistent, high level of service Conform to I/T Infrastructure Library (ITIL)-driven standards through Global follow-the-sun 24x7 support Utilize common policies and procedures Enable customers to resolve problems through online self-service tools Focus on exceptional Customer Experience Business Partner requirements Speed of response. 29 Results: Americas/EMEA Trouble Ticket SLA Americas/EMEA Daily Incident Resolution SLA Target - 80%of all Incidents resolved within SLA 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0 0% Jul 18 Jul 19 Jul 20 Jul 21 Avg 657 incidents closed daily Avg 84.74% incidents resolved within SLA Jul 24 Jul 25 Jul 26 Jul 27 Jul 28 Jul 31 Aug 1 Tickets Closed Aug 2 % SLA Aug 3 Aug 4 Aug 7 Aug 8 Aug 9 Aug 10 Aug 11 Aug 14 Aug 15 Sev 1 Urgent (Critical application down) Sev 2 High (Impacting large group; Critical app slow) Sev 3 Medium (Impacting small group) Sev 4 Low (Impact single client) Sev 5 Routine (Access request) 30 Sev 1 4 clock hours Sev 2 8 clock hours Sev working/business hours Sev 4-40 working/business hours Sev 5 80 working/business hours 15

16 Summary Post-Daisy implementation: 54 Level 1 Global Service Desk Analysts (SDA) support: Global phone and web support 24 x 7 English, Mandarin language option and web support M-F 8:00 am 5:00 pm (local time) support for French, German, Slovakian, Portuguese, Japanese, Spanish, and Korean language options 81,000+ customers / 35,400 Monthly support requests SDA : Customer = 1 : 1500 SDA : Trouble Ticket = 1 : Global Team Locations: AMERICAS: United States, Brazil EMEA: England, Ireland, Morocco, Slovakia INDIA: India (2 locations) APJ: Malaysia (2 locations), Japan, China Integration of Support Systems APJ: Migrate to a single incident logging and recording system 31 16