Beyond Service Desk

by: Omar Harara

Delivery of quality IT services by IT Division is a long success story but has traditionally been primarily technological issues. Significant effort goes into provisioning high class services to UoS users, but UoS are not aware of this effort. We believe the cause of this misalignment between IT and UoS Users that we don’t have the following: • No affective Service Desk (Lack of Ownership and Single Point of contact). • No formal processes and procedures in how to handle the Tickets (Requests

and Incidents). • No realistic Time frame to resolve the incident/requests. • No real measurement of team progress in offering services and resolving

incidents. • No data analysis of trend and common incidents and request.

Business Case

Why IT Service Management Transformation

Change the internal IT environment

• Improve employee perception of Service Desk work

• Increase accountability of work quality and performance

• Reduce impact to other IT staff

• Meet user and business expectations

Why Service Management Transformation

Improve efficiencies, reduce cost, and increase customer confidence in IT

• Increased 1st call resolution (quicker restoration of service for the end-user)

• Decrease reactive work passed along to other IT support groups

• Improved ticket quality (facilitates reporting & provides better information for business decisions)

Extend the range of services offered by IT

• Change Management

• Maintenance contracts

• Service Level Management

• Configuration Management

Challenges

• Staffing re-organization

• Skill levels & training needs

• Processes changes for IT and end users

• Resistance to change

Consolidate

Build a strategic roadmap to consolidate service desks to optimize end-user support and sustain end-user satisfaction.

Standardize & Adopt Lean

Build essential incident, service request, and knowledge management processes to create a sustainable service desk that meets business needs.

Extend

Facilitate the extension of service management best practices to other UoS functions to improve productivity and position IT as a strategic partner.

Our Approach to the Service Desk

Service Desk optimization goes beyond the blind adoption of

best-practice frameworks.

ITC approach focuses on delivery of business

excellence, defining ITC Service Catalogue, promote and offer

services to UoS staff and users.

Also ITC Focuses in the most of IT’s service management

expertise by Implementing Business Processes and

Procedure and centralize them with Service Desk Function

and tool.

ITC Director is leading the transformation.

Improve

Build a continual improvement plan for the service desk to review and evaluate key processes and services, and manage the progress of improvement initiatives.

ITC approach to Service Desk

• Answering users phone calls

• Resolving incidents & requests over the phone\remotely

• Managing users Requests and Incidents

• Measuring users satisfaction.

• Developing processes of IT Service Catalogue, Incident, Requests, Service Level Management & Problem Managements).

• Service Desk is the source of mentoring and reporting about department performance & KPIs

Service Desk Responsibilities

ITC Service Catalogue

Service Desk starts resolving tickets for the users on spot over the phone

IT Service Desk Achievement & Value

Period Received phone calls % of Answered calls

8 Months after re-establishing SD

6326 80%

8 Months before establishing SD

1202 20.30%

Service Desk is the Single Point of Contact with the users

41 56 77

114 160

200

259

453

150 147 191

166

442

0

50

100

150

200

250

300

350

400

450

500

Tickets Resolved by Service Desk

Total

Expon. (Total)

Overall IT Performance

127.4

58.6

14.4

0

20

40

60

80

100

120

140

2017 2018 2019 (to Sep)

Avg Time to Resolve/ Hour

9972 10160

15800

0

5000

10000

15000

20000

2017 2018 2019 (to Sep)

Tickets resolved by IT

Incident vs Service Request: (in Aug)

Service Name Incident Service Total

IT Assets Service 72 261 333

Network & Internet 68 33 101

User Account 10 76 86

AV 54 30 84

Website Services 16 48 64

Telecommunication Services 34 29 63

Applications 11 39 50

Blackboard 20 29 49

Tickets per service catalogue // per incident, per service request: (sample on Aug 2019)

Overall IT Performance

Support Group Count of Request

Time Elapsed / Avg. (Hour)

MIS 147 30.8

Telecom 101 22.2

Network admins 65 20.4

BusUserAdmisReg 11 19.2 Instructional Technologies 43 13

System Admins 63 11.3

IT Asset Mgmt. 50 10.3

Sample report of Ticket resolved by each support group vs time to resolve:

Sample report of Ticket resolved by each staff member:

Row Labels Incident Service Total

Yaseen Hilal Oudeh 8 140 148

Mazin Kinaish 30 71 101

Essam Ahmed Hasan 12 73 85

Alaa Belal 6 73 79

Shahabuddin Qureshi 14 36 50

Eman Tawfiq Abu Sidu 16 33 49

Abdul Latheef M 9 35 44

Tagwa Yousif Mohamed 6 36 42

Abdul Salam Habib 9 28 37

Overall IT Performance (Future)

Technician Yesterday Avalibility Today Avalibility

Jawahir Mohammed Al-Shamsi Permitted Off (Official) On Duty

Anissa M. Bettayeb On Duty On Duty

Abdul Latheef M On Duty On Duty

Aisha Abdullah Ali Annual Leave Annual Leave

Why University Service Desk

with the leadership from IT Centre and with basic understanding of Service Management; non-IT Departments can improve customer satisfaction and the quality of service delivery, by building upon the proven best practices of ITIL service management and support. where the expected benefits of having Enterprise ‘’customer-focused approach’’ support model, include:

One-Stop-Shop for all users Service Requests and Incident – Make it simple! One number and one email address for all support requests.

Shared Resources (Staff & System), Which reduces Operational and Staff Cost.

Gains and achieves high level of productivity.

Better visibility about UoS Departments Service Performance and Value.

Why University Service Desk

Unified & Effective Collaboration and Communication between UoS departments and among departments themselves.

Create common and shared Processes, Self-Service Portal and Knowledge Management.

Enhance Faculty, Staff and students’ satisfaction.

Common Reporting and Performance Diagnostics.

Accountability – Poor performance can be addressed and good performance can be rewarded.

Thank You