Andrew Shepherd - Rethink the service desk role to change its image forever
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The document discusses the evolution of a company's service desk. It proposes a strategy to improve the service desk by focusing on three areas: meeting IT teams to understand their functions, meeting business units to understand their needs, and improving documentation. This strategy aims to identify and promote talent, increase knowledge sharing, utilize staff creativity, and improve relationships between IT and business units to better deliver value. Trend analysis of incident closure codes is also proposed to understand workloads and reduce escalations. The strategy's goals are to improve support for both the business and the service desk.
Andrew Shepherd - Rethink the service desk role to change its image forever
- 1. Service Desk Evolution Andrew Shepherd
- 2. A Service Desk Pre evolution • Logging, triage, resolve or escalating all incidents • Installation of some software / hardware • Issuing new mobiles phones • Major incidents – Initial troubleshooting and comms • Training and ‘How to’ • IT advice for most IT systems
- 3. A Service Desk Pre evolution • Repetitive work eg password resets / citrix resets • Lack of a clearly defined career path • Not being utilised to full potential • I think that team deals with this incident
- 4. Perception of a Service Desk Team Network Server Application Support Service Desk
- 5. Perception of a Service Desk Team
- 6. Perception of a Service Desk Team “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” Steve Jobs “Your most unhappy customers are your greatest source of learning.” Bill Gates “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” Henry Ford
- 7. Perception of a Service Desk Team Network Server Application Support Service Desk
- 8. Perception of a Service Desk Team Network Server Application Support Service Desk Business user / customer
- 9. Mantra for the Service Desk and myself “I always wondered why somebody doesn’t do something about that. Then I realised I was somebody” Lily Tomlin
- 10. Inspiration for the Strategy Autonomy The desire to direct our own lives Mastery The want to get better and better at something that matters Purpose The drive to do what we do in the service of something larger than ourselves
- 11. The Service Desk Triangle • Service Desk is normally the 1st rung on the IT career ladder, therefore I wanted to create a strategy which: • Identify and promote talent • Increase knowledge sharing • Utilise creativity • Making better relationships between IT and the business adding value Delivery Virtual Networks Meet the Business Documentation
- 12. The Service Desk Triangle Meet IT • Who is in the team? • Team function? • What could the Service Desk do better? • How my team could get promoted into the team? Meet the Business • Who is in the team? • Team function? • Key pieces of software? • Key deliverables? • What could the Service Desk / IT do better?
- 13. The Service Desk Triangle • Service Desk is normally the 1st rung on the IT career ladder, therefore I wanted to create a strategy which: • Identify and promote talent • Increase knowledge sharing • Utilise creativity • Making better relationships between IT and the business adding value Delivery Virtual Networks Meet the Business Documentation
- 14. Closure Codes used for Trend Management Incidents created this month by assignment group Service Desk Desktop Support Telecom Application Support Server Support Network Support Monitoring
- 15. Closure Codes used for Trend Management • All resolver teams close incidents / requests using all the same closure codes. • Software • Outlook • Exchange • Windows • Bespoke apps • Hardware • PC • Peripherals • Server • VM • Other • Other
- 16. Closure Codes used for Trend Management Objectives of Trend Analysis 1. Identify and understand incident / request workloads 2. Work to • Reduce incident/ request workload • Try to bring any escalation team workload into the Service Desk.
- 17. Closure Codes used for Trend Management • Each assignment group is set as category 1 • Each assignment group then sets their own category 2 • Very general codes which makes it easy to categorise the incident • Monitor the ‘Other’ field to try and minimise this • Example: • Service Desk – Category 1 closure code • Citrix reset – Category 2 closure code • Exchange / Email • Password reset • Software installs • VPN • Other
- 18. Closure Codes used for Trend Management
- 19. Closure Codes used for Trend Management • More precise Category 3 fields can be set up through trend analysis of the Category 2 codes. • Example: • Service Desk – Category 1 closure code • Citrix reset • Exchange / Email – Category 2 closure code • Calendar Access - Category 3 closure code • Distribution list amendment • Meeting room access • Other • Password reset • Software installs • VPN • Other
- 20. Closure Codes used for Trend Management
- 21. Improvements identified for the Business • Proactive trend analysis • Better relationships between the Service Desk and Business • Reporting • Asking our customer how we could improve • Strategy - The Service Desk Triangle
- 22. Improvements identified for the Service Desk • Trend analysis, identifying where high IT workloads exist • Better relationships between the Service Desk and IT • Identifying support structure and ownership behind the all software • Strategy - The Service Desk Triangle • Highlight talent and initiative to Senior Management
- 24. Problem Circle Problems raised Known Errors / Fixes Knowledge base articles Publish problems solved to the business on a monthly basis Maintain momentum
- 25. Other improvements • Software training sessions via Skype for Business meetings • Happy signals - CSAT
- 26. Challenges • Buy in – Alternative strategy • Buy in from senior management • Comms to all of IT • Get key teams on the change bus • Keeping the momentum • Performance development • Monthly presentations in 1:1’s • Reporting metrics to shows the changes are making a difference
- 27. Think Different
- 28. Questions
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