UCISA. Creating a Service Desk Good Practice Guide

Transcription

1 UCISA Creating a Service Desk Gd Practice Guide This guide has been put tgether but the UCISA Service Desk Grup and designed t be used in the wrkshps at the Advisry and IT Supprt Sympsium The purpse f this guide is t enable yu t cllate all the gd practice infrmatin relating t yur service desk. The intended audience fr this gd practice guide is service desk staff and their management. The titles in the guide are given t yu as areas t think abut they are nt meant as the definitive infrmatin yu need t prduce as each service desk as differing prcesses and functins. Please remember nt all delegates will be ITIL literate, s if yu use ITIL specific terms, please ensure yu clearly define them the first time yu use them. Page 1 f 10

2 TABLE OF CONTENTS 1. Intrductin Cre infrmatin Opening Hurs Wh is the service desk fr? What is the bjective f the Service Desk? Custmers Stakehlders KPI s Tls Prcesses Incident management / handling Prblem Management Knwledge Management Quality Cntrl Prcesses Change Management Cnfiguratin Management Cntact Chanel Specific infrmatin telephny ( / Walk-Up / web / im) Infrmatin Managing Expectatins Service Desk Targets Targets SLAs Rles and Respnsibilities Imprtance f teamwrk Staff Skills Matrix Service Desk manager Service Desk staff... 9 Page 2 f 10

3 9. Feedback / Satisfactin Handling Psitive and negative feedback Industry Standards / accreditatin Service Desk Practices Benchmarking Page 3 f 10

4 1. INTRODUCTION 1.1. CORE INFORMATION Wh the guide is aimed at/what is it fr? Where is yur Service Desk(s) (lcatins)? Hw t cntact the service Desk (mail address, phne numbers etc.)? 1.2. OPENING HOURS List when yur service desk is pen / clsed. D yu have any ut f hurs arrangements (special phne number, NORMAN supprt)? 2. WHO IS THE SERVICE DESK FOR? 2.1. WHAT IS THE OBJECTIVE OF THE SERVICE DESK? Missin / visin statement What are the services ffered? Scpe f the desk (e.g. IT Services, IT and Library, IT, Library and FM etc). What type f desk are yu running (e.g. lg and flg, triage desk etc) Hw d custmers make cntact with the service desk? 2.2. CUSTOMERS Wh are they? What shuld the custmer experience lk/feel like? Smething here abut imprtance f perceptins and hw custmers are treated Hw many custmers? Hw d custmer numbers vary thrughut the year? What is the demand prfile? D yu run a multilingual desk? Any special facilities fr disabled custmers? {Nte: Managing Custmer expectatins is cvered in sectin 6} STAKEHOLDERS Wh are they (Gvernrs, business, externals)? 2.4. KPI S D yu have any? Where are they kept stred? D yu meet them? Page 4 f 10

5 D yu advertise them? D yu use any external quality framewrks e.g. Custmer Service Excellence? D yu have a Custmer charter which defines expectatins and entitlements? Hw custmer fcussed are yu? D yu perfrm custmer jurney mapping? 3. TOOLS What tls d yu use at the Service Desk? D yu use a Service Desk System? Des it prvide any functinality besides incident recrding and reprting? Is it ITIL cmpliant? Des it perfrm Jb Scheduling? Call Escalatin? Wrk Flw? Des it prvide standard Service Desk reprts? Self-Service Prtal(s)? Des it handle Service Requests? What tls d we recmmend that users use t help themselves? D yu have a Knwledge Base? Outward Facing fr users Inward facing fr Service Desk staff SLA Management Tl? D yu have any remte supprt tls? D yu have an advanced telephny system? Dcument management system (e.g. Sharepint)? Calendaring / appintment tl? Rm r facility bking tl? Mbile phne services? Instant Messaging services? Scial Media Services Service catalgue r Prtfli system? Service mnitring / availability tls (r Service Status)? 4. PROCESSES List the prcesses that yu use. In additin t thse belw, d yu have prcesses cvering IT Legislatin, Data Security etc. Page 5 f 10

6 Where are the prcesses stred? 4.1. INCIDENT MANAGEMENT / HANDLING Hw d yu deal with an incident? Wh takes wnership f calls t the Service Desk? D yu lg all calls (including categrisatin and priritisatin)? Are Service Requests and Incidents dealt with separately / differently? D yu use Remte assistance wherever pssible? Are appintments set in a standard way? Knwledge base / FAQs shuld be referenced Hw d yu perfrm escalatin? Hw are calls t be ruted t ther supprt areas / partners? What is yur Incident clsure prcedure? 4.2. PROBLEM MANAGEMENT Hw are Knwn errrs cmmunicated and stred? Hw (and when) d yu raise a prblem recrd? Hw d yu grup incidents, r cnnect incidents t Prblem recrds? D yu have a Prblem Management team? Hw are they cntacted? D yu have a Majr Incident Prcess? Hw are Majr Incidents raised? 4.3. KNOWLEDGE MANAGEMENT Hw d yu query infrmatin and Knwledge Articles :- On Internal Knwledge Bases? On External Knwledge Bases (r services such as Ggle)? What is the prcedure fr updating yur Knwledge Base/Articles : QUALITY CONTROL PROCESSES What is the prcess? T what des it apply? 4.5. CHANGE MANAGEMENT D yu have access t a Frward Schedule f Change (r a list f knwn utages)? Page 6 f 10

7 4.6. CONFIGURATION MANAGEMENT Hw d yu interact with yur asset list / CMDB? 5. CONTACT CHANEL SPECIFIC INFORMATION 5.1. TELEPHONY ( / WALK-UP / WEB / IM) INFORMATION D yu perfrm call mnitring (e.g. fr training purpses)? D yu have a telephne ruting / queuing system? First cme, first served? D yu have scripted respnses? Where are these kept? D yu have etiquette standards? 6. MANAGING EXPECTATIONS What are the Expectatins n escalatin f calls (e.g. are they in an SLA)? What are the Expectatins n specific prcesses (e.g. new user accunt set up)? What are the Expectatins n 3 rd party interactins (e.g. are they in an OLA)? D yu publicise infrmatin in SLAs? What is the stance n unsupprted services? Best effrts, r just say n? What is the stance n supprt fr users wn devices? What perating systems are supprted Mac, Linux? What cmmunicatins can a user expect whilst an incident is being investigated / reslved? D yu refer them t standard web pages (e.g. Service Status page r Majr Incident Annuncement page)? D yu have escalated prcesses fr VIP users (e.g. a Pririty user list)? Where are these stred? What d yu d abut repeat cmplaints? D yu refer users t the Service Catalgue? 7. SERVICE DESK TARGETS 7.1. TARGETS D yu have different targets fr different categries f call / channels f access (e.g. telephne, walk-up)? Calls per perative Ttal calls answered Calls drpped Page 7 f 10

8 Average call time Ttal incidents per day / persn / as a whle Mentin sme industry targets? 42 per day first line, 7 per day 2 nd line } There is a discussin at the Why wuld yu want t set these } end f the wrkshp n this. First time fix - % r number If yu have different level f staff, e.g. Junir and Senir d yu specify different targets? Targets fr gd quality incident recrding? Satisfactin targets, per persn / per desk? Number f cmplaints (r cmpliments) per persn / per desk? Are any f the abve linked t yur PDR prcess? 7.2. SLAS Hw d yu measure quality? D yu have any SLAs? Where are they kept? D yu meet them? D yu advertise them? Are yur SLAs linked t yur Service Desk Tl? What happens when yu g int Exceptin? Penalties? 8. ROLES AND RESPONSIBILITIES 8.1. IMPORTANCE OF TEAMWORK Time Keeping? Break times? Acting with Mutual Respect D yu advertise Rle Prfiles f SD Staff? Organisatinal Chart? D yu have OLAs with ther teams? 8.2. STAFF SKILLS MATRIX D yu have a SPOF chart (r an expertise matrix). Where is it? D yu have a Service Catalgue, shwing wh is respnsible fr each service? D yu define a basic level f skills required by Analysts? Page 8 f 10

9 8.3. SERVICE DESK MANAGER Are they part f the team? What are their duties and respnsibilities? 8.4. SERVICE DESK STAFF Are they expected t accept wnership f incidents / service requests? Are they expected t identify their wn training and develpment needs? 9. FEEDBACK / SATISFACTION Stress the imprtance f getting custmer feedback and hw yu shuld use it t develp the service/deliver it in different ways. Psitive and negative feedback (cmments, cmpliments & cmplaints). Hw d yu cllect feedback? Link after clsing an incident Randm i.e. pick 20 calls a mnth and cntact the users Pp up n managed desktp Send ut a survey? Paper / web page / ? D yu use survey sftware? Rewards system? Analyst f the mnth? Mst interesting incident f the mnth? Hw d staff n the desk give feedback n the service? Suggestins bx? 9.1. HANDLING POSITIVE AND NEGATIVE FEEDBACK Hw d yu respnd t psitive feedback and suggestins? D yu respnd t all negative feedback? D yu publish it make it public? D yu have transparent prcedures? Escalatin f cmplaints? D yu have any dispute prcedures fr the Service Desk? 10. INDUSTRY STANDARDS / ACCREDITATION Have yu gt any certificates? ITIL, Custmer Service Charter, ISO 20000? Are yu wrking twards them? Has yur desk wn any awards? Page 9 f 10

10 D yu expect yu staff t have them? (E.G. Service Desk Prfessinal, MCP) 11. SERVICE DESK PRACTICES If yu have bth, are there differences between Remte Service desks and Face-t-face Service desks? Etiquette and custmer fcus Dress cdes Start / end f day prcesses Persnal mbile usage Web brwsing / (persnal) usage Rtas? Tidiness? Hygiene? Eating / drinking? Apprpriate behaviur? Health and Safety Practices? 12. BENCHMARKING D yu benchmark internally / externally? (HEIS data?) The Library equivalent is Scnul data What are yur key infrmatin sets (KIS frm 2012) NSS benchmarks? Hw des yur University rate? Page 10 f 10