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National IT Service Desk - Business Transformation

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Robert Trottier

on 14 March 2011

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Transcript of National IT Service Desk - Business Transformation

National IT Service Desk - Business Transformation
- People
- Processes
- Tools Business Transformation People Processes Tools In order to meet the evolving needs of the organization,
we need to address a number of inconsistencies in the
current delivery of IT Services.
As a result, some changes are required to improve our
current IT Client Support Model. The implementation
of a National IT Service Desk for CSC and PBC will
provide an end-to-end IT Incident Management and
Service Request solution to support IMS Services through
a Single Point of Contact (SPOC). These National processes will enable IMS to successfully deliver and measure the IT services provided to our end-users in CSC and PBC. The National IT Service Desk will also provide IMS management with meaningful decision support metrics. 5
Goals The National IT Service Desk will provide a bilingual single point of contact for all IT related requests in a virtual fashion, capitalizing on the extensive experience of existing local IT staff in each Region and at NHQ In this distributed service desk model a Virtual Point of Presence (PoP) will be established within each Region with local CS Staff connected to Regional phone queues during normal working hours.

The number of Regional IT staff to be assigned to the NSD to cover their relevant PoP is based on the forecasted volume of activity. The resolution of a high volume of calls on first contact using the experience of local CS staff will free up additional time to perform other ‘value-added’ activities and project work. As always, our Regional and NHQ resources will be wearing several hats, playing various roles within the organization. Here are the specific roles related to Client Services that the NSD will focus on. IT Incident Manager IT Incident Owner IT Incident Analyst Critical IT Incident Response Team IT Incident Contributor IT Incident Quality Control Analyst IT Support Knowledge Manager Now let's have a look at the Service Request Fulfillment process. It is important to mention that the Service Requests will be entered in Assyst the same way as an IT Incident with Business Rules and the Category making the distinction. In other words, you don't need to memorize the whole flowchart. In more details, here's a good overview of the IT Incident process that will be used accross the country. Do you see where you fit in?
your colleagues? 3
Objectives 3 key objectives for our staff 1- Breaking down the walls
2- Lightening the Load
3- Sharing Knowledge 2
ITIL processes IT Incident Management

An IT Incident is an event which is not part of the standard operation of an IT Service and which causes, or may cause, an interruption or a reduction in the quality of that service. The IT Incident Management process is concerned with restoring the normal service operation to users as quickly as possible, thus minimizing the adverse impact of these IT incidents on business operations. The process aims to reduce business impact of IT incidents through prompt and effective resolution; eliminate lost or incorrect IT incident records; improve user satisfaction. Service Request Fulfillment

A Service Request is a request by a user to add, modify or remove an instance or element of an IT Service. The Service Request Fulfillment process coordinates the successful processing of Service Requests to ensure they meet the requestor’s needs and conform to the applicable Service Level Agreements. The Service Request Fulfillment process aims to accurately and promptly process Service Requests; eliminate lost or incorrect Service Requests; improve user satisfaction. Get ITIL v3 foundation Obtain HDI certification Bell EPAS - Training will be provided to Level 1 Client Services resources. IceBar Axios Assyst v9 - Training is mandatory to get an account The NSD sharepoint site will be your one stop shop for:
NSD User manual
NSD Admin manual
process documents
Knowledge Base Wiki
etc. In order to be able to compare our results with the rest of the industry, we are using the following five standard questions to measure user satisfaction. How satisfied are you with: The courtesy of the analyst?
The technical skills/knowledge of the analyst?
The timeliness of the service provided?
The quality of the service provided?
The overall service experience?
Breaking down the walls Lightening the load Sharing Knowledge To be successful, we can no longer afford to work in isolation. Breaking the walls means going beyond the physical barriers or walls, by working together at every level within IMS; Local, Regional and National. In times where we always have to do more with less, we can easily lighten the load for our local resources. The resources working on the Regional phone queues have vast IT experience and will be able to resolve a high number of IT Incidents on first contact, thus reducing the workload at the sites. Another area where we can save a lot of time and energy is the central knowledge base the NSD will provide. If we make the effort collectively to build that knowledge base, we will greatly improve incident resolution while reducing duplication of work. Accountable for the operational and administrative aspects of the IT Incident Management process.
Reviews and assesses process performance through reports on Key Performance Indicators. May implement modifications to the process to ensure continuous improvement.
Represents first level of Hierarchical Escalation and leads the Critical IT Incident response team. Accountable for the IT Incident as it progresses through the process.
Acts as a point of contact for any issues or questions related to the IT Incident.
Usually the local site supervisor (CS-2).
Responsible for performing the activities required to diagnose and resolve an IT Incident.
Documents the IT Incident as it progresses through the IT Incident Management process.
Informs the IT Incident Manager and IT Incident Owner of important changes in status.
May initiate both Hierarchical and Functional escalations.
A dynamically established group of IT managers and technical experts tasked to diagnose and resolve a Critical IT Incident.
Team make-up is usually determined by the IT Incident Manager based on the characteristics of the IT Incident.
Refers to whoever is asked to contribute to resolving an IT Incident.
Identified and tasked by the IT Incident Analyst currently working on an IT Incident.
Responsible for monitoring IT Incidents as they are being processes and verifying adherence to the approved IT Incident Management process.
Ensures IT Incident information quality and customer/end-user satisfaction.
Responsible for overseeing the creation, review and approval of knowledge articles and for ensuring the integrity of the Knowledge Database.
Monitors the use of knowledge assets and adherence to the knowledge management procedures.
ITIL v3 Foundation In the ITIL foundation course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices. HDI Certification HDI offers various courses and certifications such as:

HDI Customer Service Representative
HDI Support Center Analyst
HDI Desktop Support Technician
HDI Support Center Team Lead
HDI Support Center Manager
HDI Support Center Director
Knowledge Management Foundations: KCS Principles
Full transcript