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Introduction to the OET Service
Desk
Joann Swanberg
Service Desk Manager
May 11, 2009
1 5/11/2009
3/20/2009
Introduction to the OET Service Desk
Introduction to the OET Service Desk
Agenda
I. Evaluating Customers Needs
II. Customer and Service Management: A New Approach
III. Understanding the Service Desk Function
IV. Service Desk Implementation
V. Conclusion: Our Commitment
VI. OET Employees
2 5/11/2009
Introduction to the OET Service Desk
I. Evaluating Customer Needs
Spring 2008: Customer and internal review
– Lack of Customer Focus: poor customer relations, poorly defined
services, resulting in one‐off solutions
– Operational Ineffectiveness: internally built around technology
silos, lacking consistent processes, creating inefficiencies
– Unclear Value Proposition: inability to demonstrate value,
unclear cost determination and charging, misunderstood &
unsustainable services
3 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: Customer and Service
Management
Centralizing all service and customer management
for better business planning and greater accountability.
4 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: Managing the Customer’s Business
OET Service Desk
OET Client Relations
OET Service
Portfolio
Management
OET Service
Catalog
Service Design and Delivery
5 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: A Web-based Service Portfolio…
Publish Standard
Services
Request
Service
Manage
Approvals Service
Project Catalog Hosting
Teams Teams
6 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: …Built By a Complete Service Relationship
Technical
Services
Service
Requests Delivery
Processes
Hosting Teams
Service Catalog Process Orchestration
Manage
Agreements
Budget and
Track
Manage
Capacity Relationship Managers
Business Manager
Invoice and Service Level Service Lifecycle Database
Reporting
Service
Strategy
What If
Service Design
Scenarios
Solution Architects
Service Configuration Service Portfolio
7 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: Customer Interaction
Customers
Direct consultation with
account managers Support through
Service Desk
Self-service transactions through
the Service Catalog
8 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: Functional Clarity
CIO
Deputy Planning & Communications
Finance Security Technology Development Technology Mgmt
Customer & Service Mgmt
Tarek Tomes
Client Relations
Dave VanThiel
Service Desk
Joann Swanberg
Service Portfolio Mgmt
Thomas Waknitz
9 5/11/2009
Introduction to the OET Service Desk
II. A New Approach: Our Four Strategic Values
Trust Excellence
• Listen, listen, respond • Maintain reliability
• Be professional & accountable • Demonstrate commitment
• Build relationships, earn trust • Deliver quality
Focus Partnership
• Focus on business needs • Practice collaboration
• Provide value added solutions • Recognize shared goals
• Leverage technology and expertise • Act in customer’s best interest
10 5/11/2009
Introduction to the OET Service Desk
III. Understanding the Service Desk:
Customer Value
Improves the customer experience by providing a single point
of contact
“Front line” to technical support, regardless of service
Coordinates quick response and timely resolution for all service
requests and incidents
Provides complete service delivery metrics for
Calculating True Cost of Ownership (TCO)
Meeting Service Level Agreements (SLAs)
Implementing effective Problem Management and
Continuous Improvement
11 5/11/2009
Introduction to the OET Service Desk
III. Understanding the Service Desk:
What We Do
Open, manage, and close all incidents for all services
Determine incident classification and priority level
Resolve at first-level, or escalate to second level support
Coordinate resolution
Manage communications and follow-up
Open, manage and close all request fulfillment for all services
100% logging of all customer requests (regardless of initial source)
Assignment of requests to secondary support and third-party vendors
Communication and follow-up
Coordinate problem management for all services
Conduct post-incident root-cause analysis to eliminate reoccurrence
Initiate service improvement with service delivery team
Maintain service metrics
12 5/11/2009
Introduction to the OET Service Desk
III. Understanding the Service Desk:
The Customer Experience
Website, phone, email access to Service Desk 24/7
Timely service communications
Service updates, regular maintenance
Incidents and disruption of service notification and follow-up
Email, call-in messaging system, website updates (coming soon)
“Closure” communication and surveying
Regular (quarterly) SLA reviews with account executives
13 5/11/2009
Introduction to the OET Service Desk
III. Understanding the Service Desk:
Management Value
Focus
Common ITIL-based practices across all services
Clear roles between Service Desk and service delivery
Coordinates with Client Relations for full customer communications
Effectively deploys resources
Frees specialized technical staff to focus on service delivery and
improvement
Builds customer service/incident management specialists
Improves strategic planning
Manages metrics for service and organizational planning
Provides foundation for agency-wide continuous improvement
Identifies training needs
14 5/11/2009
Introduction to the OET Service Desk
IV. Service Desk Implementation: What to Expect
• Process development & documentation
• Planning
January – • Service Desk training on all services
June 2009
• Incidents: All incident reporting routed through Service Desk by customer and/or
OET staff
• Requests:100% logging of service requests by OET staff, regardless of entry point
May – June • Begin customer “training” through scripts and assistance (no wrong entry)
2009 • Process training for OET personnel (Service Desk and service delivery staff)
• “Launch” of new Service Desk name and procedures
• All incidents and requests routed through Service Desk
• Communications to customers on new Service Desk procedures
July 1, 2009 • New phone system for routing calls
• Updated contact and print material
15 5/11/2009
Introduction to OET Service Desk
IV. Service Desk Implementation: Customer Role
Embrace change! (We’ll help)
Ask questions (Account Managers or Service Desk)
Use the tools
Provide feedback
16 5/11/2009
Introduction to the OET Service Desk
V. Conclusion: Our Commitment
Services managed to established service levels
Quick fulfillment of service requests
Quick resolution of service incidents
Improved problem management to minimize
reoccurrence of problems
Simple, customer-friendly approach with a single point
of contact, regardless of the service or the time day
Clear and complete metrics
17 5/11/2009
Introduction to the OET Service Desk
OET Employees: Immediate Changes (May 18)
Incidents
If you discover a customer-impacting issue, open ARS ticket
immediately
Assign ticket to yourself – prioritize the incident appropriately, and keep
incident updated with current status
Call Service Desk for Critical-1 or high priority incidents so they begin
communication
If you are contacted by a customer, route customer calls to Service
Desk using script. If it is an emergency, enter the ticket for them
All incident communications: Help Service Desk craft appropriate
message (do not send to customers or NetChanges yourself)
18 5/11/2009
Introduction to the OET Service Desk
OET Employees: Immediate Changes (May 18)
Requests (orders and changes)
If you receive a request directly from a customer, log 100% of all
requests in ARS system, and respond to request
Do not forward the caller to Service Desk at this time
Inform customer that you are happy to help, but that beginning July 1,
there will be a new process through account managers and/or Service
Desk for service orders and requests
19 5/11/2009
Introduction to the OET Service Desk
OET Employees: Additional Preparation Before Launch
Service Desk 1. Phone system (ACD) rebuild, complete June 26
Implementation
Project, May/June 2. ACD agent training for Production Control, Audio
Conferencing, Billing Staff
Joann Swanberg, project
owner 3. Hotlines installed for level-2 support groups
Marilyn Snaza, project
manager 4. Incident Management process training for all OET
support personnel
5. Service Desk training for all front-line staff, May 27,
28, June 4, 5
6. Changes to ARS system for intuitive and consist
incident/request logging – no conversion charts
7. ACD agent training for Production Control, Audio
Conferencing, Billing Staff
20 5/11/2009
Introduction to the OET Service Desk
OET Employees: Changes on Service Launch
Service Desk
Implementation 1. All contact reference changed to 651-297-1111
Project, July 1 2. Automatic redirect of customers from internal
Joann Swanberg, project support phone numbers (scripted message)
owner • Service Center
Marilyn Snaza, project 296.7833
manager
• Audio Calls (Conference Calls)
297.8282
• Billing Hotline (MNet)
296.7833
• Operations Center
296.6827
• Application Processing Support
201.1079
21 5/11/2009
Introduction to the OET Service Desk
OET Employees: Changes on Service Launch
Service Desk 4. OET Service Desk notifications to customers
Implementation All service notifications from Service Desk (tool and
Project, July 1 majordomo lists limited to SD and CIO staff)
Consistent format and templates for all messaging
Joann Swanberg, project
owner
5. All customer requests and incidents forwarded to
Marilyn Snaza, project
manager Service Desk by support personnel (email, phone
message, person-to-person scripts)
6. Redirection of internal support mailboxes
Auto reply and auto SQL Server Support, Application
Processing Support, Video Reservations
7. Second level support staff available to help Service
Desk ensure smooth transition
8. Additional changes phased in
22 5/11/2009
Thank you!
Joann Swanberg
Service Desk Manager
(651) 556-0712
Joann.Swanberg@State.MN.US
23 5/11/2009
3/20/2009
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