The Secrets to Service Desk Success

SITS15

The Secrets to Service Desk Success

Lorraine Brown Welcome


•  IT Service Desk Manager 2006 -‐ 2014

•  4 star Business Led Service Desk CerAficaAon

•  Awarded The Best Small Service Desk Team

Lorraine Brown Award winning team


2006 – First impressions

Lorraine Brown Impressions


•  Service desk team loved to communicate and work with the end user community. •  End users loved the SD team

•  Calls escalated away from the desk – black hole •  Delay with communica<on and resolu<on

•  End user community learned a lot about the various background support teams •  They learned about the bo@le necks that in the escala<on process, and about the

frustra<ons of the service desk team with those.

The Service Desk team excelled in apologising and spent an awful lot of their =me doing this

Lorraine Brown The way we were


•  SD disregarded

•  InterrupAons / not answer phones •  Poor relaAonships

•  IT Services poor reputaAon

Lorraine Brown

Fresh eyes


•  Communicate

•  Build relaAonships at the Service Desk •  Build relaAonships between the teams

Lorraine Brown

Weekly mee=ngs


•  Weekly meeAngs

•  List of issue

•  Call escalaAons

Lorraine Brown Changes


•  RelaAonships started to develop

•  Answer phones

•  Small changes = big impact

Lorraine Brown Moving forwards


•  Invite 2nd / 3rd line teams to weekly meeAng

•  SD Team working with background teams

•  Develop relaAonships and communicaAon

Lorraine Brown Building relaAonships


•  T-‐shirts

•  New desks

•  New idenAty

Lorraine Brown

New iden=ty ready


•  New CIO

•  Focus on Service Delivery

•  Departmental restructure

•  ProacAve engagement, relaAonship building

Lorraine Brown 2010 -‐ 2011


•  New Call Management System (CMS)

•  ITIL V3 process

•  Two stage incident management

•  Metric reporAng

Lorraine Brown 2011 -‐ 2012


•  Service Desk CerAficaAon •  Assessed / Audited

•  3 Year program – 9 concepts

•  4 Achievements levels

Lorraine Brown SDC


CONCEPT (inc. weighAng) May 2012

LEADERSHIP (10%) 2

POLICY & STRATEGY (10%) 1.25

PEOPLE & MANAGEMENT (10%) 2.36

PARTNERSHIP & RESOURCES (9%)) 1.56

PROCESSES & PROCEDURES (14%) 1.64

MANAGING PEOPLE SATISFACTION (10%) 3

MANAGING CUSTOMER SATISFACTION (20%) 1.0

PERFORMANCE RESULTS(15%) 0.8

SOCIAL RESPONSIBILITY (2%) 3.33

OVERALL SCORE 1.67

Lorraine Brown Assessment Audit !


•  No published staAsAcs •  Poor metrics and reports •  No self logging tool •  Poorly documented policies & procedures •  No formal service improvement program •  No complaints process •  No staff modelling tools..........and on and on

Lorraine Brown Missing not in ac=on


•  Weekly project meeAngs

•  Frequent communicaAon with ITS staff

•  Expand / reduce project team when required

Lorraine Brown Ac=on plans

The Secrets to Service Desk Success Lorraine Brown

Star gazing


Department meeAngs over several areas, OperaAonal, SM, 1-‐1, IT Dept, teams Staff bulleAn – sharing informaAon professional and personal Rewards schemes – home made cakes Fundraising events One Minute Survey, targeted surveys SuggesAon and compliment schemes SD Team of the month Regular schedule meeAngs with schools, service units, student groups ApprenAceship schemes All front service staff in corporate t-‐shirts Process & Procedures Knowledgebase Service catalogue........and on and on.....

Lorraine Brown

Moving towards success


CONCEPTS(inc. weighAng) May 2012 Dec 2014

LEADERSHIP (10%) 2 4

POLICY & STRATEGY (10%) 1.25 4

PEOPLE & MANAGEMENT (10%) 2.36 3.79

PARTNERSHIP & RESOURCES (9%) 1.56 3.83

PROCESSES & PROCEDURES (14%) 1.64 3.5

MANAGING PEOPLE SATISFICATION (10%) 3 3.75

MANAGING CUSTOMER SATISFACTION (20%) 1 4

PERFORMANCE RESULTS (15%) 0.8 3.21

SOCIAL RESPONSIBILITY (2%) 3.33 4

OVERALL SCORE 1.67 3.75

Lorraine Brown We did it


Weekly meeAngs – communicate and build relaAonships T-‐shirts / new desks create pride and image Introduce new CMS system Introduce standards ITIL v3 Use metrics to develop CIO Re-‐structure Invest in cerAficaAon programs Listen to the organisaAon Become one unit all driving towards the same goals

Lorraine Brown

All firsts


•  OLA – between teams

•  One IT

•  Volunteer scheme

Lorraine Brown Working in harmony


•  4 Star Business Led Service Desk CerAficaAon •  Award winning IT Service Desk team

Lorraine Brown Achievements


Secrets?

Never be afraid to give something a go

Lorraine Brown

The secrets


Thank you QuesAons

[email protected]

Lorraine Brown At last!

The Secrets to Service Desk Success

Business

Transcript of The Secrets to Service Desk Success