Lr Msm V2 Part2
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Transcript of Lr Msm V2 Part2
Land Registry
1
Phase 2: How we have started to use MSM in other
areas of the business to drive efficiency savings
Apart from our main MSM Web offering myIS we also
have in place numerous MSM Web Customer Solutions
for different areas of the business that had different
requirements from IT…….
Land Registry
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MSM Web CustomerFor example, the Customer Contact Web Marval system is tailored to enable a
team which support our external customers to log requests specific to them
Land Registry
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MSM Web Customer
We have also provided specialist
areas IT Support with their own
MSM Web Marval systems. For
example this is a system that
allows our developers to log and
manage their software build
records
Land Registry
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Utilising MSM Web Marval
So we thought why not look outside of the scope of IT
Support and use the same tried and tested model for other
areas of the business?
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Utilising MSM Web Marval
We now have the myFM
system. This is available to
all members of staff across
LR estate, provides a
mechanism to log any
facilities request they have
As our facilities support is provided by a third party supplier who do not
have access to MSM we use the system to trigger an email to them with all
of the details of the request included. The MSM record is then auto-closed
but the reference number is cross referred in the system they use. This
gives our customers a logging experience they are familiar with including
an auto-email to advise on them on the target completion time the third
party is working to.
Land Registry
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Utilising MSM Web Marval
We have also
introduced the
myOfficeSupport
system which
allows all members
of staff to log any
Office Support
type queries with
their office support
team
We have set all of the Office Support Team up in Pursuit and they manage these requests
as TSK records. Working with the team we created a bespoke workflow in MSM for these
records.
We also set up SLAs for each request type and showed
them how to use MSM Knowledge Search so they can
report on how well they are performing against these SLAs
Land Registry
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Utilising MSM Web Marval
Our staff suggestion
scheme is also all logged
and managed via MSM
All Innovations are logged in MSM Web Customer and
then managed in Pursuit as TSK records. Innovation
categories were identified and mapped as options in the
Service Dictionary
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Utilising MSM Web Marval
These values are mapped to Service
Dictionary entries in Pursuit
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Utilising MSM Web Marval
In total we now have 14 different MSM Web Customer
solution in place across LR
Allows all of the efficiency gains from managing IT records
in MSM to be realised in other areas of the business
Standard Customer experience
Costs all included in one software solution
Previously un-auditable solutions
Easy to tailor work flows to any life-cycle situation
Currently working on a myTraining system to allow staff to
log training requests
Only limit is the imagination!