aug2008 eds presentation

June 2008

Ensuring client satisfaction in the midst of going global

HDI IV Help Desk Forum

Ray Coyle

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June 2008

Global Service Desk Overview

3 / June 2008HDI Poland IV Help Desk Forum

Team Excellence Award External Support

EDS received the prestigious Team Excellence Award at Help Desk Institute 2008 Annual Conference honoring EDS as the company with the most

enhanced image of the support services profession by setting and achieving the highest standards of

excellence in customer support.


11

Facts and Figures

88• Service desk locations globally

44• Regions supported – North America, Latin America, Asia Pacific, Europe

200,000200,0003,3583,358

• Users in forty-two countries supporting twenty-two languages

• Supported products including applications

2.52.5• Million requests handled annually 24/7/365

• Single point of contact for IT and key enabler to multi-supplier strategy

5 / June 2008HDI Poland IV Help Desk Forum page 5 •

Service Desk LocationsJanuary 2007– 24 Locations

Oshawa,Canada

Cyberjaya,Malaysia

Mumbai,India

Sao Paulo,Brazil

Mexico City,Mexico

Budapest,Hungary

Copenhagen,Denmark

Mechelen,Belgium

Buenos Aires,Argentina, Auckland,

New Zealand

Dayton, OHUnited States

Winchester, KYUnited States

Lansing, MIUnited States Izmir

Turkey

Barcelona,Spain

Azumbjua,Portugal

Russelsheim,Germany

Peterlee,Great Britain

Rayong,Thailand

Bogato,Colombia

Venezuela

Arica,Chile

Ecuador

Bari,Italy

6 / June 2008HDI Poland IV Help Desk Forum page 6 •

June 2008– 8 LocationsService Desk Locations

Cyberjaya,Malaysia

Mumbai,India

Sao Paulo,Brazil

Budapest,Hungary

Mechelen,Belgium

Buenos Aires,Argentina,

Lansing, MIUnited States

Seoul,South Korea


Global Delivery Components

Inventory Database

Request / Incident Database

ITIL Framework

Quality Management (ISO 9001:2000)

Knowledge Management System

Services and Procurement Catalog

Channels

Remote Desktop Management

Agreement and Service Levels

Key Solution Components:• Multi-Supplier Global SPOC• ITIL Compliance• Personalized Approach• Flawless Transition• Cultural Sensitivity

Regions and Business Units

Portal Interface

ACD Platform

Specialized Agents

Languages

Common Global Components

with aPersonalized “Front End”


Global Service Model

• Level Zero - provides functionality to the end user for self help.

• Level One – service desk agents providing support to resolve end user issues.

• Level 2/3 Performing Suppliers – On-site or remote technicians who respond to all tickets that are forwarded or routed via escalation (multiple suppliers support this contract).

• IIM (Infrastructure Integration Manager) - Coordinate multi-supplier initiatives.


Service Desk Focus Areas - ITIL


ITIL: “Making IT real”: End-To-End

The purpose of the End-to-End ticket management document is to identify

the ticket integration points and agree upon handling procedures between the Global Service Desk,

Level 2 and 3 Support Organizations and Suppliers.

End-to-End ticket management must be agreedupon globally and documented.


Incident End-to-End Ticket ManagementBusiness Process Operations Work Standards

Receive1. Initial Customer Contact

2. Validate

Incident Management

1. Minimum Case Details

2. Resolve On Initial Contact

3. Dispatch Level 2/3 Performing Supplier

4. Issue Identified During Monitoring

5. Severity

Manage

• Single Pass Rule

• Multiple Supplier Incidents

• Loopback

• Status updates

• Status Checks & Customer Driven Escalations

• Follow-up Escalations

• Follow-up Functions

• Cause Codes

Close

• Closing Request On initial Contact

• Closing Request After Dispatch

• Customer Refuses Ticket Closure Permission

• Customer States Issue is Not Resolved

Exceptions

Additional Support Documentation

• Executive Support

• Outages & multiple User Issues – Bulletin Board

• Mitigation Strategy

Contacts

• Global Service Desk Command Center

• Incident management Service Desk (IGSD)

• Infrastructure Integration Manager (IIM)

Addendum

• DW Web

• Enterprise Knowledge Mgt System (EKMS)

• Quality Management System

•ServiceCenter Incident Ticket Status Definitions

• Role & Responsibility Definitions


Global Service Desk Organization

GlobalService

Desk Leader

NorthAmericaLeader

EMEALeader

LAAMLeader

APLeader

KnowledgeManagement

New ServiceIntegration &

Training

SLM Reporting& Technology

BusinessProcess Delivery(Incident & IMAC)

CSI & QualityManagement

Global Delivery

Global Support Functions


Global Service Desk Support Roles

– Manage and maintain agent decision based knowledge repository (EKMS) for service desks globally.

– Manage global service desk dashboard.– Delivery of approved ad hoc reporting requests.– Oversight to regional service desk reporting.

– Development of global service desk training related to new applications or changes to major applications. Training execution delivered in regions.

– Liaison responsible for understanding global SvD technology environments & ensure solutions are in alignment with global strategies.

– Liaison between global process owners (GPO’s) and SvD site leaders to ensure global processes for Incident are executed consistently.

– Onboard any new workplace service globally for SvDs.– Coordinates cost models and works with regions to ensure

consistent implementation.

– Implement global CSI process & manage ongoing survey.– Ensure consistency for quality programs globally including agent

certification testing and agent phone & case monitoring.

Knowledgebase

(EKMS)

Service LevelMgt & Reporting

Training

Technology

Incident ProcessDelivery

New ServiceIntegration

CSI & QMS

IMAC ProcessDelivery

– Liaison between global process owners (GPO’s) and SvD site leaders to ensure global processes for IMAC are executed consistently.

June 2008

Metrics and Measurement


Global/Regional Monthly Metric Performance

REGION

Average Monthly

Offered Call Volume

Average Speed to Answer

Abandon Rate Average Talk Time (mm:ss)

Customer Satisfaction (5 point

scale, 5 high or % satisfied = score 4 or 5)

FirstContact

Resolution(without carve-outs)

FirstContact

Resolution(with carve-outs)

Expected

Minimum

n/a

n/a

40

n/a

4.50%

5.00%

n/a

n/a

4.25

4.00

n/a

n/a

80.00%

75.00%

North America 80,000 16 sec. 2.8% 8:00 4.8 61% 92%

Europe 16,000 18 sec. 3.5% 5:40 4.9 41% 83%

Latin America 16,000 8 sec. 2.9% 7:00 4.7 58% 89%

Asia Pacific 6,000 11 sec. 3.6% 8:00 4.7 58% 90%

GLOBAL 118,000 15 sec. 2.9% 7:30 4.8 57% 91%


Reporting

Service Desk Operations Dashboard – Summary View

Click here to open the current version of the Global SvD

Operations Dashboard on Global Visualization.

EMEA

DIV/ON

EMEA

DIV/ON

EMEA EMEA

DIV/ON DIV/ON

DIV/ON

EMEA

EMEA

DIV/ON

DIV/ON

EMEA Ven 1

Ven 2 Ven 4

Ven 3

Ven 6

EMEA

EMEA

EMEA


Reporting

Service Desk Operations Dashboard – Detail View



DIV/ON EMEA

DIV/ON EMEA


Reporting

Service Desk Operations Dashboard – Top 10 Report



June 2008

Tools & Technology


Service Desk Technology

• Telephony System

• ServiceCenter

— Tracking for Incidents

— Tracking for Service Requests

— TPIS

• Enterprise Knowledge Management System (EKMS)

• Automated Feedback Center (AFC)

• Work Force Management (WFM)

• Call Management System (CMS)

• Enterprise Service Level Reporting (eSLR)

• Global Visualization Website


Enterprise Knowledge Management System

• Single source, centralized repository for problem solving information

• Key tool supporting ISO 9001:2000 compliance

• Search engine for fast access to procedures and troubleshooting articles

• Decreases problem resolution time and increases agent knowledge

• Increases customer satisfaction through first contact resolution

• Provides continuous improvement to processes for all support teams

June 2008

Global Process


Command CenterExpanding Our Capabilities

Finalized GTACC process that is now being used as a blueprint for the other regions. The GCC will still serve as the central point for reported GTACC issues

Communication and BB processes implemented across client divisions

Responsible for zero misses on Emergency ID suspend metric

Implemented pro-active ECM monitoring and alerts to the Service Desk

Command

Center

Global Technical Assistance Contact

Center


• Survey Central is the tool utilized for customer satisfaction surveys.

• Automated, web-based tool which allows the service desk to create and conduct surveys with different users via phone and email.

• Tool tracks and reports real-time data to the client, and provides detailed trending data by location and agent to service desk leadership for quality improvement.

Customer Satisfaction


Customer Satisfaction Performance


Quality Monitoring

• Tools are utilized to record, evaluate, score, and track agent performance to published process standards ensuring compliance and positive end user experience.

• Trending reports assist in the identification of opportunities for improvements and training needs.

• Process brings together EKMS, training and QMS to ensure analysis drives overall improvement of global service desk.

• Corrective action requests are initiated to address issues in accordance with ISO Quality Management System processes.


Quality Monitoring

June 2008

Process Reporting


Top 5 by Process Area

Top 5 Products

lan7,13313%

lotus notes6,32112%

gmid1,7893%

mainframe3,2406%

ms windows4,7819%

total non-top 530,941

57%

Mar-2008

Enterprise Infrastructure

GSCs:

54,205

Grand Total:32, 35, 36a-c, 39a-b, 40, 41


Top 5 by Process Area – Product breakout

Product Trend - 12 mos

4,384

5,546

4,533

5,052

4,464

5,288

4,860

4,107

7,261

6,225 6,321

5,553

Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08

Enterprise Infrastructure

lotus notes

NOTE: If no ♦ means was not in Top 10 that month, not

necessarily NO data that month


Phone Calls by Site (example)

DIV/ON

NA

EMEA


Training

2007 Training Summary• 800+ resources received training from the global training team

• 37,459 incremental training hours completed


Agent Communications

• Standard communications provide a consistent, efficient method of distributing information globally.• Issued over 75 communications in 2007. • Monthly newsletters keep agents current.• Review board ensures consistent processes with global focus.• Web-based templates ensure consistency of appearance, content and structure for general communications, training, bulletin board updates and mitigations.


•Achieved ISO 9001:2000 re-certification November, 2007

•9,140 entries were submitted into the global service delivery non-conformance database during 2007

– Service desk level one teams = 8,605 entries

– EDS performing supplier teams = 143 entries

– Non-EDS performing supplier teams = 392 entries

•54 corrective action requests were identified and initiated as a result of non-conformity trends

Quality Management System (QMS/ISO)


Customer Compliment Board

The Global Service Desk received several hundred customer compliments in the 2007 year.

“I just wanted to let you know that Tamara was wonderful to work with, and that it’s people like her that help to make

EDS such a great company.”

“Katrina went above and beyond the call of duty … in an era of endless phone menus and dead

ends, it was wonderful to

encounter a diligent, competent, and

friendly individual.”

“Abdul fixed my problem and in

addition showed me a way to format my

document for superior viewing and printing. I am very pleased to have had the

experience of his help and support on

my issue and commend his

effort.”

“Even after-hours, she called me from her home to get things done. It is great to have someone go the extra mile and I

wanted you to know that Sandy is one of the

special people.”

“In my many years as an employee and now a

retired traveling contract employee, I

have never had better service or response.”

“Deborah was the

most superlative professional agent I have ever spoken to in my 7

years with the

company.”


Global Process Standardization

•Service Desk Change Advisory Board

•Multi-Supplier Engagement Guide

•Preliminary Incident Receive Process

•End-to-End Incident Management Document

•Contact Exception Reporting

•Service Desk Checklist for Pro-active Engagement of Projects Impacting Service Desk

•Global End User Validation Process

•Severity Determination Process


Lessons Learned: Global

• Regional is to Global as Simple is to Complex– Time zones, language barriers, cultural differences add

complexity that can’t be underestimated– Communication and process adherence are critical– A global model results in strain on the “global” roles– Accountability and governance of global delivery is critical

• Tools and reports can make or break the transition– Insure major tool changes occur well before transition

cutover– Insure well defined operating mechanisms and success

criteria are in place prior to transition– Review reporting templates with affected parties prior to cut-

over• Assess transition impact from an end-user view

– Accent neutralization doesn’t eliminate user dissatisfaction– Users can react negatively to change, even if the change is

positive• Set end user expectations prior to transition• Phases reduce risk• “Every problem becomes a Service Desk problem”


Lessons Learned: Incident Management

•All suppliers need a clear understanding of incident handling processes and expectations– “Loopback” and “multi-supplier

engagement”

– Determining severity

– Intra-Supplier routing

– Time to resolve

– Providing status to users

•Languages and time zones present unique challenges for Level 2


Lessons Learned: Request Management

•Standardization is the key enabler– IT Catalog

– Kitting and bundling

– User entitlement

– Request approval

– User data (technical and financial)

•Multi-Supplier service requests present a unique challenge– Sequencing

– End-to-End ownership


Service Desks Focus on Incident Prevention

Reactive Stage Transition Stage Strategic Stage• Newer help desks

• Unable to anticipate or prepare for problems

• A reactive “fire-fighting” mentality

•Call volume continually increases

• Customer satisfaction is the goal

• Heavy investments in training and technology

• Expert network of problem solvers outside the help desk

• Automation begins (ACD, VRU, reports, etc)

• Knowledgebase established

• Call volume begins to level off

• Primary goal is elimination of incoming calls

• Anticipates problems and takes action to prevent occurrence

• Proactive mentality prevails

• Users are given tools to solve their own problems

• Call volume begins to decline

• Problem complexity increases

• Goal is Customer enthusiasm!

June 2008

EDS5400 Legacy DrivePlano, TX 75024Prepared by Ray Coyle, EDS Global Service Deskeds.com

EDS and the EDS logo are registered trademarks of Electronic Data Systems Corporation. EDS is an equal opportunity employer and values the diversity of its people. © 2007 Electronic Data Systems Corporation. All rights reserved.

aug2008 eds presentation

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