VSM Workshop - Support Team Comms Pack Infra to VSM Migration: Incident Major Incident Request Fulfilment. Thursday, 8 December 2011

Transcription

1 VSM Workshop - Support Team Comms Pack Infra to VSM Migration: Incident Major Incident Request Fulfilment Thursday, 8 December 2011

2 Introduction Who? Where? Why? What? Information Technology Services 2

3 Housekeeping Session length Break Attendance sheet Food and drinks Toilets Mobiles Information Technology Services 3

4 Helpdesk What is your experience of a Service Desk? What was good What was not so good? Information Technology Services 4

5 What are we learning today? SLA s, Gold, Silver, Bronze Requests Fulfilment Incidents Major Incidents VSM Overview Change Call Type Contact Customers to Close First Contact Button (Close FCB) Calls Outstanding SLA Contacting Customers to close calls Linking Calls Information Technology Services 5

6 RMIT ITS SLA Information Technology Services 6

7 Introduction to VMware Service Manager 9 Why do I need to understand this? Identify the differences between Infra 8 and the way VMware Service Manager 9 is set up Changes are intuitive for existing Infra 8 users Highlight process tweaks being introduced Align us to ITIL v3 best practice Our goal is to improve services to our customers. RMIT University 2011 Information Technology Services 7

8 What is the difference between Incidents and Request Fulfilments? Incident = a customer has an issue / something does not work, e.g. desktop not working, cannot access the internet etc Request Fulfilment = a customer needs something, e.g. purchase a laptop, access to application they did not have before, a password reset etc Note: To align us to ITIL v3 best practice, we now say CUSTOMER and not user RMIT University 2011 Information Technology Services 8

9 Incidents, Major Incidents and Request Fulfilments (Service Requests) are now separate RMIT University 2011 Information Technology Services 9

10 Creating a new call. What s different? Information Technology Services 10

11 Creating a new call. What s different? Information Technology Services 11

12 Creating a new call. What s different? Information Technology Services 12

13 Calls Outstanding View Response (SLAfc first call) = time to make first contact to customer Resolution (SLA) = time to resolve the call Information Technology Services 13

14 Launch VSM The new URL to access VSM 9 is: Your login credentials are the same as before on Infra 8 You will need local administration rights to your desktop/laptop as the application utilises Active X controls. If you have issues starting the application, please contact the IT Helpdesk on x58888 Information Technology Services 14

15 Request Fulfilment call cycle LINK Information Technology Services 15

16 Acknowledging the response SLA (To be confirmed) LINK Incident process tweak, Closing Incident and Fulfilment Requests Before closing a Incident/Fulfilment Request you must try to contact the customer twice over 2 days RMIT University 2011 Information Technology Services 16

17 Incident call cycle LINK Information Technology Services 17

18 Change an Incident to a Major Incident LINK Information Technology Services 18

19 Link Incident to Major Incidents LINK RMIT University 2011 Information Technology Services 19

20 Summary key points VIP & Business Owner Listen to what they are requesting and respect their opinion. They are allowed to declare a P1 or P2. If in doubt, consult your line manager / team lead. Nature of your Call Comes from the self service portal and is presented for informational purposes only. Not mandatory for calls logged via the thick client. Alt Location and Alt Tel are non-mandatory free text. Start encouraging collection of mobile numbers to improve customer contact. Customers, not users / clients / etc. Impact x Urgency calculates the Priority Initial contact with customer to Close FCB Two attempts to contact the customer before closing the call RMIT University 2011 Information Technology Services 20

21 Outcome SLA s, Gold, Silver, Bronze Requests Fulfilment Incidents Major Incidents VSM Overview Change Call Type Contact Customers to Close First Contact Button (Close FCB) Calls Outstanding SLA Contacting Customers to close calls Linking Calls Information Technology Services 21

22 Questions Information Technology Services 22

23 Thank you for attending VSM Workshop