SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN

Transcription

1 SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN

2 AGENDA Introduction Issues with previous processes Why ITIL? What is a Service Desk? Implementing a Service Desk Challenges Critical Success Factors What have we gotten out of this?

3 INTRODUCTION TO SSD SSD provides Special Education and Career/Technical Education to St. Louis County Serves approximately 23,000 students and employs 5,200 full time staff members SSD operates 5 Special Education Schools, 2 Technical High Schools, and 6 support operations buildings. Staff members are also assigned to approximately 265 buildings in 22 St. Louis County school districts

4 ISSUES Lack of consistency in providing support No single point of contact for technical support Duplication of effort/responsibilities Inefficient work processes Issues weren t resolved in timely fashion Lack of visibility into resolution of work orders

5 WHY ITIL? Defines roles based on processes and desired outcomes Clearly defined operational processes, e.g. incident and problem management Focus on customer satisfaction and delivered value Comparative measures based on industry standards and best practices

6 WHAT IS A SERVICE DESK? The ITIL approach considers the Service Desk to be the single point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).

7 IMPLEMENTATION Tiered level approach Communication User Reporting options Staffing levels Service Desk staff training Service Desk roles

8 SERVICE DESK ROLES AND TIERED APPROACH

9 COMMUNICATION PLAN District-wide information on our district internal website Plan communicated to upper management in meetings to staff providing contact information and hours Service Desk business card to pass out and attach to repair device Repeat details on correspondence from Tech Support staff

10 USER SUPPORT OPTIONS Call Voic which auto creates a ticket Walk-in Web portal to create a ticket

11 STAFFING LEVEL CONSIDERATIONS Customer satisfaction expectations Business requirements, e.g., budget Level of self-help tools available Number of customers to support Numbers and types of devices to support

12 SERVICE DESK STAFF TRAINING Interpersonal skills Business awareness including knowledge of the organization and site visits Shadow more experienced techs Service awareness including service level agreements Technical training Support tools and techniques Training on new systems Processes and procedures

13 SERVICE DESK TECH RESPONSIBILITIES Log all relevant incident and service request, including categorizing and prioritizing Provide first line investigation and diagnosis Resolve incident and service request on first contact whenever possible Escalating incident and service request when they can not resolve Closes all resolved incident and request tickets Conducting customer satisfaction follow-up Communicate with users to informed and notify of pending changes and outages Update configuration knowledge management

14 CHALLENGES Staff buy-in Tickets and documentation Perception of complexity and additional workload Workflows need to be constantly evaluated and improved Measurements and SLAs are perceived as punitive ITIL needs to apply to entire lifecycle not just support Length of implementation

15 CRITICAL SUCCESS FACTORS Upper Management support Business support Champions to share successes Staffing Trained, skilled and experienced staff Suitable tools Ticketing system, inventory system, remote support, managed installations Measurement and reporting tools to measure results

16 WHAT HAVE WE GOTTEN OUT OF THIS? Improved customer satisfaction 98% of teachers in SSD Buildings and 97% of teachers in Partner District Buildings agree Tech Services staff provide friendly customer service 93% of teachers in SSD buildings and 86% of teachers in partner district buildings agree I am satisfied with the service provided by Tech Services Continuous improvement to processes and workflows which result in Decrease in Mean Time to Close work orders 22% first call resolution rate by Service Desk Techs Actionable Data and Measures which result in improve data across the board Justification for staffing levels ROI on technology support tools and training investments

17 NEXT STEPS Continue ITIL Service Operations implementation Begin ITIL Service Transition planning and implementation Work on Continual Service Improvement processes