our journey to a shared virtual service desk (289132711)
TRANSCRIPT
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132711)
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Developing the
Shared ProcessesStart with a Best Practice Baseline
• Started with ITIL,PMI,and ISO
Refine Together
• 3-dayWorkshopSessions
• RepresentativesParticipationfromeach EarlyAdopting Unit
• Established Initial Tool Requirements
Review• IT CommunityPeer Review• Delphi Method• 3Rounds
• Continuing ProcessAudi ts
PennStateIT
SharedProce dures
10
Establishescommon
standards
PennStateIT
Unit Procedures
11
Document unit-levelneedswithin shared
procedures
Description
How a large, decentralized,
multi-campus, research
institution approached, and
is implementing a Shared
Virtual Service Desk to create
efciencies, improve decision
making, and support higher
education's global mission.
Outcomes • Understand the strategicimportance of a Shared VirtualService Desk
• Learn a collaborative approach tohelp your institution (or organization)adopt new ways of working
• Identify strategies to help yourinstitution (or organization) navigateimplementing a Shared VirtualService Desk
Dive Deeper
http://smo.psu.edu
Identify
Collaborators
Largest Cost-recovery Unit’sIT Service Desk
• Outreach (and Online Learning)Information Technologies
• ~60Staff,24/7
• Highest ITSM maturity
Largest Provider ofCentralized Services
• Information Technology Services• ~600Full-time staff,24/7
College Support Provider• Smeal College of Business
Research,In struction and Information Technology• ~30Full-time Staff
Large Campus Service Desk
• Penn State Harrisburg InformationTechnologyService Desk
• ~20 Full and Part-time Staff
Small Campus Service Desk• Penn State York Service Desk• ~4Full-time Staff
PennStateIT
SharedPolicy
8
Defineshigh-level
guidelines
PennStateIT
SharedProcessFlow
9
Alignstobest prac6ces