GOALS & OBJECTIVES. Information Technology Services FY DRAFT ITS SERVICE DESK SUBMITTED BY:

Transcription

1 Information Technology Services ITS SERVICE DESK ITS SERVICE DESK GOALS & OBJECTIVES FY DRAFT SUBMITTED BY: SUZANNE KANE ASSISTANT DIRECTOR, ITS SERVICE DESK

2 OVERVIEW: ITS SERVICE DESK GOALS & OBJECTIVES FY The ITS Service Desk is FSU s centralized support for IT Services, such as network connectivity, login issues, systems access, and desktop applications. Additionally, the Service Desk provides general information, support for the FSU ticketing system, the IT work order system, as well as Directory assistance overflow. The primary mission of the Service Desk is to represent ITS as the first point of contact for all customer requests, including phone calls, s, online chats, walk-ins and resolutions or service restorations as quickly and efficiently as possible, specifically for the suite of IT services identified in the ITS service portfolio. During this next year our primary goal is to focus on enhancing the ITS Service Desk to improve the support of the service offerings of Information Technology Services. We will also develop procedures and processes to support our new lines of business, as well as provide change management support. GOAL 1: ENHANCE TIER 2 SUPPORT WITHIN THE ITS SERVICE DESK 1. Resolve more complex incidents than Tier Provide resolution of incidents which can t be resolved by Tier 1, with the goal of reducing the number of incidents routed to Service Providers. 3. Serve as the liaison with ITS and other Service Providers for the resolution of incidents, training, documentation and process improvement. 4. Implement use of new troubleshooting tools and techniques. 5. Provide incident support and other technical support. 1. Increase the types of Cases/Tickets supported in Tier 1. a. Outcome may be measured by tracking the number of new products/services supported (including changes to products or services). 2. Implement new tools and techniques for troubleshooting which will increase the number of products and services which can be supported. a. Outcome may be measured by listing the new tools added during the year. 3. Increase the number of cases resolved by Tier 2 without having to route to Service Providers. a. Outcome may be measured by counting the number of cases resolved by the Tier 2 Provider Group compared to the number the previous year. GOAL 2: PROVIDE SUPPORT FOR NEW LINES OF BUSINESS AND CHANGES TO SERVICES 2

3 1. Participate in the development, testing and implementation of new systems, applications and changes within ITS s services and offerings, as well as those of other Provider Groups. 2. Develop processes and procedures to troubleshoot and route incidents. 3. Provide general assistance and information regarding the new products/services. 1. Provide support for new products and services, as well as changes to existing services. a. Outcome may be measured by tracking new products and services or changes to products and services. GOAL 3: ENHANCE SERVICE DESK SUPPORT 1. Develop and maintain formal procedures for consistency to efficiently and effectively respond to customer service requests. 2. Implement methodologies to improve first call/first contact resolution, manage customer perceptions, and build strong internal relationships within the Service Desk and with Service Providers. 3. Communicate with Customers, Service Providers and other Service Desks/Help Desks via multiple media methods ( , newsfeeds, listservs, SMS) regarding Service disruptions, including details about the outage. Once the disruption has been resolved, work with Service Management and other Service Providers to document the circumstances associated with the service disruptions. 4. Increase collaboration (share information/resources/tools) including FAQ s and Knowledgebase information with Service Providers and other University Help Desks. 5. Improve ticket/case routing in collaboration with the Service Management group by working with the University Help Desks and Service Providers regarding the best techniques to resolve and/or route tickets between the groups. 1. Work with Service Providers by assisting with their open cases and helping them to resolve them. 1. Develop new procedures to support new products and service, as well as changes to products and services. 2. Increase efficiency of staff and reduce manual processes. 3

4 3. Train staff to utilize additional tools and techniques which assisted them with fulfilling job responsibilities. 4. Increase collaboration through the sharing of information, resources and tools, including FAQ s and Knowledgebase information. 1. Develop new procedures to support new products and service, as well as changes to products and services. a. Outcome can be measured by tracking procedures used to to support new products and service, as well as changes to products and services. 2. Increase efficiency of staff and reduce manual processes. a. Outcome can be measured by tracking the reduction of manual processes. 3. Train staff to utilize additional tools and techniques which assisted them with fulfilling job responsibilities. b. Outcome can be measured by tracking the training of staff. GOAL 4: IMPROVE TICKET/CASE MANAGEMENT 1. Work with Service Management to establish standard response and resolution times for each Service Provider. 2. Escalate cases that have not been responded to, resolved or appear to be updated within the established turnaround times. 3. Establish procedures to help resolve cases which have either been escalated or there has been a problem with their resolution. 4. Ensure that Service Providers are aware of cases/tickets statistics and reports. 1. Work with Service Management to establish standard turnaround times for Service Providers by developing SLA s. 2. Document case escalation procedures. 3. Assist Service Providers with cases that have not met SLA requirements. 4. Increase Service Providers and Service Providers Managers awareness of open cases and cases which do not meet established turnaround times making them aware of reports. 4

5 REFERENCE RESOURCES (ITS WEBSITE & F&A WEBSITE) Finance and Administration Information Technology Services (Click Here for More) Our Mission: The mission of The Florida State University Information Technology Services (ITS) is to provide an effective, comprehensive and secure technology infrastructure to deliver the highest quality and sustainable information and technology services. ITS strives to engage the University community in support of the University s mission of teaching, research, creative endeavors and service. Our Vision: Information Technology Services will be a prominent strategic partner in achieving Florida State University s vision by providing premier information and technology direction for the University. ITS Strategic Initiatives: (Click for More) ITS Core Values: Excellent Customer Service Continuous Improvement Communication Respect Teamwork We take pride in providing a professional service which exceeds the needs of our customers. We continuously develop and improve our services in line with our vision, mission & initiatives. We embrace effective and open communication as critical to achieving success. We treat each other with respect and appreciate everyone s strengths and contribution. We contribute and collaborate effectively within and across our teams. Finance & Administration (F&A) Strategic Imperatives (Click Here for More) 1. Provide Excellent Customer Service 2. Pursue Value-Added Business Opportunities 3. Promote Excellence in Technology Services 4. Make FSU a Great Place to Work 5. Optimize Organizational Performance 6. Achieve Excellence in The Physical Campus Environment 7. Maintain a Safe and Secure Campus Environment 5