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Strategy Recommendation

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by

Mike Mrozik

on 13 January 2016

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Transcript of Strategy Recommendation

The future of British Land Service Desk
Strategy Recommendation


Objective
Transformation of the British Land Service Desk from reactive to proactive leading support platform in the UK



Improve Policies & Procedures
Who we are
We are front-line support service for all staff at British Land Company. We’re the single point of contact for all queries relating to business computers and their applications, as well as for other hardware, telephony, network and software faults.

We are team of 6
I line - Jeremy / Zaid / Trevor
II line - Toqeer
II/III line -Sandip
Team Leader - Mike

Support hours: 8am - 8pm on site
8pm - 10pm out of hours
10am - 6pm weekends
Who we support
366 Internal accounts
788 External accounts
704 Mailboxes
585 Devices (desktops & laptops)
302 iOS (iPads & iPhones)
114 applications
51 portal/SP applications
Continual
Service Improvement
How are we going to achieve
January
New working hours
February
Service level agreement
Introduce new service outlook to the customer
New Roles and Responsibilities (Tier) and training
March
Improve Policies & Procedures
April
Enterprise Genius Bar
ITSM
New MDM solution
May
VM
July
BYOD
ServiceNow
What we achieved so far
Target top 5 incidents and service requests
Reduce incoming calls by 20%
Introduce new Hardware request form
Start "SPOC" concept
Meeting room assistant
Start creating Service Catalog
Users service management portal
In cooperation with HR department and internal audit guidelines
Starter
Internal job change
Leavers
Incooperating business numbers (start / leave)
Buy of business devices
Our challenges
No clear policies and guidelines of the IT services
No SLA between IT and a customer
High turnover of iOS devices
Limited mobile work solution
Non existing automation of IT service delivery
Users unawareness of IT procedures and tools (DIS/Yammer)
Incomplete Support Web / workflows
Highly demanding environment/Old habits die hard
The gateway to technology help, services, and more at British Land
March
April
What do we need to achive our goal
Time
Resources
Create a single system of record
Boost productivity
Help employes help themselves
Increase efficiency
Add value
February
March
May
Now
April
Strategy of the Service Desk
Introduce SLA
June
New support hours
8am to 6pm
ServiceNow
New Helpdesk software
July
February
March
May
Now
April
Business Service Level Agreement
June
New support hours
Re-focus resources to new support hours
8am to 6pm
ServiceNow
New Helpdesk software
New Roles and Responsibilities (Tier) and training / AD
Clear separation and responsibilities of the SD support team
Revise supp and da account
AD optimization (DIS - 386 / SP Production - 615)
Service Desk engineer business software awareness

more officiant
more productive
more proactive
VM / BYOD
The answer to the BYOD question is Virtualization.
Freedom to choose their devices, applications and even operating systems
Choice and flexibility to make decisions about how and where they work,
Sign off agreed SLA`s with the business
Incident / problem Management
Report an issue
Track my issues
Selfservice
Intergrated Forms
Knowledge base / FAQ
Service Catalog Business view
List off apps
Training videos
Order items
Track my request
Selfhelp knowledge base
Is it a IT system
Is it users
Why they need so much support?
Old habits die hard
Users unawareness of IT procedures and tools (DIS/Yammer groups duplications)
High turnover of iOS devices
Non existing automated procedures
Incomplete Support Web / workflows
Limited mobile work solution
No SLA between IT and a customer
No clear policies and guidelines of the IT services
Challenges

Unknown apps / limited knowledge
AD (DIS/SP)
Image/iOS
HR not aligning with IT procedure
SD Admin


Service Desk support model - Objective
Transform the British Land Service Desk from reactive support to a proactive solution driven platform in the UK



Efficient Processes and simplify
Our challenges
Service Level Agreement between IT and the customer:
-No clear policies and guidelines of the IT services
-Business catalog
Hardware provisioning and offering
Outdated agree business request procedure
User unawareness of IT tools
Interdepartment support accross IT
Highly demanding environment/Old habits die hard
Engeerier Limited awareness of business software
AD (DIS/SP)
HR not aligni with IT procedure
SD Admin
Exact Service(s) Being Provided
Responsibilities of Both Parties (supplier & customer)
Timetable for Delivery

Improve Policies & Procedures
Exchange of knowledge
Knowledge management opportunity
Business-productivity
Reestablish the value of IT
Give users policies and processes about support, to better balance the demand.
Communication
Technology
Awareness
Procedures
Full transcript