Blueprint for a brilliant service desk UCISA15

www.servicedeskinstitute.com

The Blueprint For A Brilliant Service DeskCarla ThornleyService Desk Auditor & Trainer, SDI

Sharon MossmanService Process Manager, Newcastle University



Our Mission

To inspire service desks to be brilliant



Our VisionTo achieve our mission, we inspire service desks to...

Shine: by demonstrating and delivering exceptional business value

Embrace: best practice to raise the quality of service deliveryEngage: with customers to create an inspiring and engaging service experienceInvest: in and empower their teams to be inspired, take action and be better



What is the SDC programme?

A best practice standard available for service desks

Clear and measurable set of benchmarks for a service desk operationMeasures areas not

included in ITIL or ISO/IEC 20000

Based on the European Foundation for Quality Management (EFQM) model



• Want to be the best you possibly can be and continually improve

• Need to know that you are following best practice

• Need to improve customer perception • Need to demonstrate value for money• Need to improve morale• How do you compare to other service desks?

Why Benchmark?



INTERVIEWS

ENABLERS RESULTS

People &

ManagementPolicy

& Strategy

Partnerships&

Resources

PeopleSatisfaction

ResultsCustomer

SatisfactionResultsSocial

ResponsibilityResults

LEADERSHIPPROCESSES

&PROCEDURES

KEYPERFORMANCE

RESULTS

INNOVATION & LEARNING

The Model


Reasons To InvestBenchmarking, tools for improved quality of services.

Marketing the Service Desk internally and externally.

Make the right priorities to improve customer satisfaction and advocacy.

Improved attrition and motivated people saving cost of hiring

Protection from managed service outscoring decisions. Proving the capability fits the long term businesses needs

Highlight service excellence and gain industry recognition of your service commitment To provide a clear and

measurable set of benchmarks for your Service Desk operation

Increased transparency to find areas of improvement and efficiencies.

Opportunity to evaluate the end the end service lifecycle across the support chain to drive further value

To measure and improve service effectiveness and maturity against the globally recognised Certification standards

To demonstrate to your customers and competitors that our support operation is truly dedicated to best practice

A differentiator supporting new business wins

To build trust, confidence and credibility



• Independent validation and certification

• Demonstrates that your support operation is dedicated to best practice

• Driver of continual improvement

• Skills development tool

• Complements ISO/IEC 20000

Why work towards a standard?



Who to involve and why?

• Certification covers all IT Operational areas

• Senior Management – Stakeholder buy in

• The Service Desk Team• Second and Third Line Support Teams• Process Owners• Customers www.servicedeskinstitute.com


Must achieve a minimum 2.3 for each concept and 2.5 overall

2 x 4* + 5* Consultative review

3.75 – 4.0

3.1 – 3.74

2.5 – 3.0

0.5 – 2.4

Service Desk Maturity Model



The Certification Experience



Our SDC JourneySharon Mossman


How we achieved SDI service desk certification without changing priorities

Or…


Sharon Mossman – Service Process Manager

• IT Service Desk

• Cluster Room Support

• Service Process

[email protected]

mailto:[email protected]



• Member of the Russell Group, an association of 24 of the UK’s leading research universities

• We have over 23,000 students and over 5,500 staff

• Our main teaching and research activities take place in Newcastle, with campuses in Malaysia and Singapore and a new location in London

15

Newcastle University


Service OperationApprox. 67,500 IT support contacts in 2014• 42% email• 23% telephone, 14% walk-in, 15% self-service,

6% other methodsService Desk and CRS teams• Around 17 staff including 2 team leaders• NorMAN OOH service


ChallengesIn April 2011…• Multiple contact methods• Ticket quality not consistent across teams, not all contacts

logged• Poorly configured ITSM system, restrictive• Unknown number of missed telephone calls• At peak times it took several days to respond to emails• General criticism of the speed and quality of service• Undocumented processes, not ‘best practice’


Plans…Roadmap 2011 included:• Stage 1 customer service – SDI Analyst training • Stage 2 customer service – Call quality• Customer charter/Service Desk vision• Formalise the IT Service Catalogue• Review/re-launch Incident and Service Request processes• KPIs and performance reporting• Restructure the Service Desk into a 2-tier team• Process reviews and improve documentation


Plans…Roadmap 2011 included:• Review and possibly replace ITSM system• Implement new Service Desk telephony system• Customer satisfaction measures• Customer-facing communications review• New processes - Change and Problem Management• Consider competing for an SDI award• Branding (e.g. ‘Service Desk’ rather than ‘Helpdesk’)• ITIL awareness for the whole department


SDC plansInitial agenda• In April 2012 we enquired about the SDC

• Signed up to the programme in May 2012 – the first University to do so

• Initial assessment June 2012

• Planned audit before the end of 2012


Best laid plans…Bumps in the road• Delays in procuring the ITSM system led to delays in

other major work streams

• SDC initial assessment report showed a number of areas that needed work

• Reluctantly, we decided to postpone the SDC audit for that year


Moving forward• Introduced ‘NU Service’, our new ITSM system• New telephony and call recording systems in the Service Desk • Introduced formal change and problem management processes• Set up a new CCC customer feedback process…• … and a periodic customer satisfaction survey process


And finally…Return to the SDC• Assessment March 2014

• Audit December 2014


CertificationOur experience of the SDC process• Easy process to follow• Lots of work to collate the information needed• Opportunity to reflect on our achievements• Generated a sense of pride in what we do• Raised our profile in the department and in the wider

university


We did it!

“It’s fantastic to see the hard work of our IT support teams recognised in this way. The SDI award not only reflects the continuous and often unseen effort that goes into delivering and maintaining

our high-quality IT Services, it also demonstrates the Digital Campus commitment to place staff and students’ needs at the heart of everything we do.”

Tony Stephenson, Deputy Vice-Chancellor and Executive Board lead for IT


Final thoughts…• Don’t aim for perfection to start with …• …It’s an ongoing initiative - there’s always more to do• Prioritise!• Don’t be afraid to fail… and learn• Prepare thoroughly for the audit - you’ll be glad you did• Be proud of the good stuff you already do• Celebrate success


• Use your Service Desk Certification pocket guide as your main reference and guide• Put the service desk standard poster on your office wall!• Benchmark yourself - it’s free! http://sdceval.sdi-europe.com/

What Next?



Questions

Talk to us…we’d love to hear from you!

@sdi_institute [email protected]

www.serivcedeskinsitute.com


Blueprint for a brilliant service desk UCISA15

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