The Help Desk of the Future

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					Help Desk of the Future:
 Service Management
        Center
            with
       George Spalding




                           1
                     ITIL Conceptual Model


                                                   Service Level Management
                                                      Manage the Services                                                                                                      Customer
                        (Specifying/defining services, catalogues, service level agreements, operational level
                                                agreements, monitoring and reporting)                                                                                         Relations &
  IT Service                                                                                                                                                                    Service
   Delivery                                                                                                                                                                    Planning
 (Long-term       Availability Mgmt            Capacity Mgmt           Continuity Mgmt Financial Mgmt
                 Manage the Present             Manage the             Manage the ‘What Manage the Cost
  planning &




                                                                                                                            Manage confidentiality, integrity, availability
                 (Optimization of current         Future                     ifs’         (Cost effective
improvement         structure, correct          (Healthy growth,       (Disaster recovery plan,         stewardship,
 of IT service      configuration and         customer confidence,      survival, reduce user       allocation, forecast,
                   complexity to meet          meet new business           impact or major          optimum VFM, good
   provision)       business needs)                                                                         ROI)




                                                                                                                                     Security Management
                                                    needs)             unexpected failure, risk,
                                                                            vulnerability)

                                                        Incident Management
  IT Service                                              Manage Incidents
   Support                                  (Get users back online, up and running and satisfied)
 (Day-to-day         Problem Mgmt                        Change Mgmt                          Release Mgmt
operation and        Manage Errors                      Manage Changes                       Manage Software
                                                                                                                                                                              Integrated
support of IT    (Remove repetitive problems          (Ensures changes are fast,               Distribution                                                                     Service
                   from the infrastructure)              easy, consistent and              (Software control, updates                                                            Desk
   services)                                                 authorized)                     and batch processes)

                                                  Configuration Management
                                                  Manage Configuration Items
                                                                                                                                                                                  2
           The Bottom Line
Process improvement
should be done
to help the business—
not for its
own sake.



                        “In God we trust,
                        all others bring data.”
                                    - W. Edwards Deming
                                                     3
    IT Process Maturity (CMMI & SPICE)
                     IT Organization
0       1            2            3       4                5




            Ad-hoc           Repeatable       Integrated
                                                           4
               Call for Action
Business-driven IT department priorities result in
IT service management and support pressure:
     Provide On-Demand Services “utility model”
     Respond to increased service demand – shrinking budgets
     Create effective Enterprise-wide service delivery structures
      and accountabilities
     Demonstrate Business Value and impact of IT
     Improve Credibility of IT



                                                                5
                              Organizational Maturity
       High
                                                          Value-Added Focus                        Stage 5


                                                     Business Focus                      Stage 4
Influence on the Business




                                          Customer Focus                              Stage 3


                                   Product/Service                          Stage 2


                            Technology                            Stage 1


           Low


                                                                                                    6
                              Organizational Maturity
       High
                                                          Value-Added Focus                        Stage 5


                                                     Business Focus                      Stage 4
Influence on the Business




                                          Customer Focus                              Stage 3


                                   Product/Service                          Stage 2


                            Technology                            Stage 1


           Low


                                                                                                    7
            Technology – Stage 1
Vision and strategy
  Business views role of IT as Infrastructure provider
    (hardware, software and network provider). No
    clear vision statement on role of IT.
Steering
  Principally driven by cost. Stability, availability and
    performance of IT platforms and networks are the
    main focus and implicit steering parameters.
Processes
  Focus on Systems and Network Management, IT
    design and implementation.


                                                            8
          Technology – Stage 1 (2)
People
  Technology excellence.
Technology
  Systems and Network Management tools are
    independently purchased and used to
    manage technology subsets.
Culture
  'We are IT experts'. There is little interaction
    or understanding of providing 'services' to
    the business.

                                                     9
                              Organizational Maturity
       High
                                                          Value-Added Focus                        Stage 5


                                                     Business Focus                      Stage 4
Influence on the Business




                                          Customer Focus                              Stage 3


                                   Product/Service                          Stage 2


                            Technology                            Stage 1


           Low


                                                                                                   10
      Product/Service – Stage 2
Vision and strategy
  The IT organization recognizes that it
   delivers a portfolio of products and services
   to the business. Evidence of IT strategic
   planning, little input from business.
Steering
  Services are defined in technology terms
   such as bandwidth, processing
   performance, disk capacity. Reporting and
   steering on IT defined parameters.

                                               11
    Product/Service – Stage 2 (2)

Processes
  Strong focus on ITIL Service Support
    processes and the more operational
    aspects of the ITIL Service Delivery
    processes, such as performance
    measurement and tuning, availability
    measurement and building resilience.
    Reporting mechanisms are used to improve
    product and service performance.
                                           12
     Product/Service – Stage 2 (3)
People
  Clearer definition of IT functions. Recognition of first
    and second-line expertise.
Technology
  More product standardization. Design of
   architectures and integration into management
   tools and systems.
Culture
  Team and product orientation. Customer awareness
    and promotion towards Customers.

                                                         13
                              Organizational Maturity
       High
                                                          Value-Added Focus                        Stage 5


                                                     Business Focus                      Stage 4
Influence on the Business




                                          Customer Focus                              Stage 3


                                   Product/Service                          Stage 2


                            Technology                            Stage 1


           Low


                                                                                                   14
      Customer Focus – Stage 3
Vision and strategy
  IT seen as IT Service Provider. IT strategy linked to
    business strategy.
Steering
  Service Level Agreements steer IT. Change
    Management integrated into project structure for
    ensuring smooth handover from new IT dev.
Processes
  Service Level Management, formalized Account
    Management. More focus on planning aspects.
  Support processes deliver clear service and
    Customer-related performance. Process reporting
    underpins service level agreements.
                                                       15
     Customer Focus – Stage 3 (2)
People
  Service Management training and defined activities
    and roles. Evidence of process ownership,
    Formalized Account Management and Service
    Management roles in place.
Technology
  Integrated systems and Service Management
    platforms, manageability built into technology
    designs and solutions. Operational requirements
    defined for handover into production environment.
Culture
  Customer satisfaction.
                                                       16
                              Organizational Maturity
       High
                                                          Value-Added Focus                        Stage 5


                                                     Business Focus                      Stage 4
Influence on the Business




                                          Customer Focus                              Stage 3


                                   Product/Service                          Stage 2


                            Technology                            Stage 1


           Low


                                                                                                   17
       Business Focus – Stage 4
Vision and strategy
  IT is seen as a partner to the business. IT
    demonstrates strategy realization for the business.
    IT strategy input to business strategy making
    process.
Steering
  IT strategic goals, IT proposals made and discussed
    at board level. Business priority and risk
    assessments of investing and not investing in IT.
    Service levels are defined more in business terms,
    such as 'business transactions processed',
    'availability of business functionality'.

                                                      18
    Business Focus – Stage 4 (2)
Processes
  Business and IT-alignment processes. Strong
    Integration between Systems development
    and IT Service Management processes.
  Processes deliver 'dashboard steering
    information'. Service delivery and support
    processes integrated. Delivery processes
    deliver sound planning and advice to the
    business.

                                             19
     Business Focus – Stage 4 (3)
People
  Business intelligence and business competencies.
    CIO role and CTO role. Equal roles in business and
    IT.
Technology
  R and D and technology pilots. An enterprise-wide
    management framework exists defining integrated
    service and systems management toolsets.
Culture
  The IT Organization provides help and advice to the
    business.

                                                     20
                              Organizational Maturity
       High
                                                          Value-Added Focus                        Stage 5


                                                     Business Focus                      Stage 4
Influence on the Business




                                          Customer Focus                              Stage 3


                                   Product/Service                          Stage 2


                            Technology                            Stage 1


           Low


                                                                                                   21
           Value Chain – Stage 5
Vision and strategy
  IT is seen as business enabler. IT helps shape and
    drive business Change and is seen as a value-added
    partner that helps determine business strategy.
Steering
  IT is steered on added value to the business.
    Business improvements through use of IT.
Processes
  Business and IT strategy making. The IT organization
    ensures seamless integration with systems
    development and all other IT suppliers in the value
    chain to manage real end-to-end services for the
    business.
                                                     22
         Value Chain – Stage 5 (2)
People
  Strategy making, business planning,
    managing partners and suppliers.
    Infrastructure Integrators.
Technology
  Technology interaction between suppliers.
   Solutions integration.
Culture
  The IT Organization enables the business.
                                              23
                                       ―Service Management Program Status‖
                                    01
                                  00/                                    02
                                                                       01/                      02/
                                                                                                  03                                       04
                                                                                                                                         03/                        2005 ++




                                s
                   1 . Wh a t i th  e                   c     v d
                                              1 . re d u e / a o i             1 . s e rv c e o p ti n s &c o s 1 . m e a u re / m a n g e
                                                                                         i         o           ts          s            a                      s
                                                                                                                                                    1 . m e a u re t e h
                             l y      s  n
                   te c h n o o g c o t a d   c os ts                                                             c o n s m e r e p e ri n c
                                                                                                                         u       x     e    e                e       l
                                                                                                                                                    b u s i n s s v au e
                           o      n
                   c o s t t m a a g e it                                      2. buy s mar     t                 (e n d-c u to me r, b u i n e s
                                                                                                                            s             s    s    o f IT
                                                         o          i y f
                                              2 . i m p r v e s ta b l i t o   •wh a t we b o g t i w a t w u s e rs )
                                                                                               u h s h         e
                   2 . Wh o d e s wh t
                                 o       a                  c    n
                                              “i n -p ro d u ti o ” IT                a i g
                                                                               a re p y n fo r                                                               u
                                                                                                                                                    2 . e n s re
                                 i s
                   fo r o p e ra t o n /      p ro d u c ts                                                       2 . m e a u re o e ra l IT
                                                                                                                           s       v    l                  u       e h
                                                                                                                                                    c o n s m e r d ligt
BUSINESS DRIVERS




                                                                               3 . o p e ra o n l l y m a n g e d p e rfo rm a c e
                                                                                           ti a            a                                                                              V IS ION
                   s u p p o rt                                                                                               n
                                                                               s e rv i e s :
                                                                                      c                                                                                            Measurable, quality
                                                         ti
                                              3 . i d e n fy a n d                                                                                  3 . wh a t we
                   3 . e a s a c e s fo r
                            y c   s                       e
                                              i n te g ra t th e s u p l y
                                                                      p                                            3 . k n o w t a t wh a t we
                                                                                                                                  h                 b o u g h t i s wh at             managed, cost
                                                                               •Bre a k x &s e r i e r q e ts
                                                                                         /fi      vc    e u s                                                                      justified IT S ervices
                              s
                   o u r c o n u me rs                         p
                                              c h a i n & d i s a tch                                                                 t
                                                                                                                  b o u g h t i s wh a we g o t     we n e e d e   d
                                                                                       i p c e          t     d
                                                                               a re d s a t h d , mo n i o re ,
                                              a c c u ra l
                                                         te y                  m e a u r s & s l f- e r e
                                                                                      s e        e s v                     m
                                                                                                                  (c u s to e r me a s u r d
                                                                                                                                          e                                      (from cradle to grave )
                                                                                                                                 n
                                                                                                                  p e rfo rm a c e )                                  e
                                                                                                                                                    4 . wh a t we n e d
                                                                               e n a le
                                                                                     b d                                                                                             to meet dynamic
                                                       k   c     n
                                              4 . tra c i n i d e t            •a s e s t e b u i e s i mp a t
                                                                                    s    s h      sn s          c                                                 t
                                                                                                                                                    to b u y n e x a n d
                                              v o l u me s &                   of pr po e c ha g s
                                                                                      o    s d      n e           4 . i m p r v e ITs e r i c e
                                                                                                                            o           v           wh e n
                                                                                                                                                                                        e-business
                                              p e rfo rm a c e
                                                          n                    •e n a l e En t rp rs e Se r i e c o n ti u i t
                                                                                      b        e  i       vc             n      y                                                      requirements
                                                                                      m ti n u       c   tra i e
                                                                               i n fo r a o b t d e e n l z d                                                          l
                                                                                                                                                    5 . Wh e re s h o u d
                                                                                   s         a e
                                                                               c o t m a n g me n t               5 . i m p r v e So u ti n T CO?
                                                                                                                            o        l o                        n
                                                                                                                                                    we b e g o i g n xe t
MATURITY MATURITY
PROCESS ORG




                     Techn olog y             P r oduct & S er vice                   Custom er                 Custom er / Business                   Business / V alue


                      He l p De s k L 1        Se rv i c e De s k L 3                     e     3
                                                                                  In c i d n t L .5                      Se rv i c e De s k L 4         Se rv i c e De s k L 5
                                                       e
                                               In c i d n t L 3                   Ch a n g e L  3                                e
                                                                                                                         In c i d n t L   4             SL M L 4
                                               Ch a n g e L   2                   SL M L 2                               SL M L 3                                    n
                                                                                                                                                        Co n ti n g e c y L 4
                                               Co n fi g L 2                                     i
                                                                                  Co n fi g u ra t o n L3                          b t
                                                                                                                         Av a i l a i l i y L3          Co s t L 3
                                               SL M L 2                           Pro b l e m L 3                        Pro b l e m L 4
                                               De l i v e ry L 1                  Re l e a s e L 2 .5                               y
                                                                                                                         Ca p a c i t L 3


                                                                                                                                                                                              24
                         The Next Frontier
           - Enhancing Service Level Management -
FROM                                    TO
 Identified component                   Services described so your mother
  services in quasi english               could order
 Measured components                    Measure end-to-end service
 Focused on break/fix Fisher            Select customer desired key
  Price metrics                           performance indicators
 ‗One-size-fits-all‘ service            Varied service level and customer
  levels                                  choice
 ‗After the fact‘, ‗will fix it next    Real time monitoring for real time
  time‘ reporting                         ‗action‘
 Annual report cards on                 Real time report card with ‗service‘
  services                                metrics (volume & performance) --
                                          easy to understand &
                                          customer friendly                25
               Current Challenges
Don‘t have adequate management of services and
  collection of information to:
    Demonstrate business value of IT investments
    Accurately predict the costs/service levels of potential
     solutions (business case development)
    Identify/Respond to service cost rationalization requests
    Manage customers‘ service experience, nor report on
     delivered services costs
    Provide targeted IT business views nor demonstrate the
     performance or value of IT services


                                                                 26
         Is There A Silver Bullet!
No, but there is a solid opportunity to leap forward
  by taking advantage of existing capability and
  investment to transition to a more value-driven
  delivery model………Value-Zone Ready




                                                       27
    The Service Desk ―Value-Zone‖
What‘s the value zone & where are we now?
What‘s the difference and what will I really get?
What‘s it take to get there?




                                                     28
                         Service Desk vs.
                  Service Management Activities
                Reactive                                                                             Proactive
Management




                                                                    Business Decision Support
                                                                     Proactive Management                  Full
Service

Center




                                                                        Linked to Business               Process
                                                                                                        Integration
                                                  Service Desk Manager tied to Exec. Level




                                                                                                                       Capacity
                                                                           Range of L2 Duties
                                                                                                    SLA
Full-Service




                                                                     IT Service Automation
Help Desk




                                                                                                    Mgmt
                                                             Service Request Tracking
                                                           Service Decision Support         Integrated with
                                                            Average call 2-15 min             Infrastructure
                                                                                            Change Process
                                                      SPOC for ALL user issues
                                                                                         Customer Satisfaction
                                                              Proactive Support
Help Desk




                                                                                              Monitoring
Problem




                                                    Average call 12-15 min        Offline Research       Technology
                                                 Attempts Resolution




                                                                                                                       Volume
                                                                                                          Decision
                                     SPOC for User problems                Product Support Automation      Support
                   Service Desk Manager Established               Initial Impact Assessment
                                                           Some Procedures                   Attempts Resolution
                                             Short duration on phone
Dispatch




                                       Little Resolution
Center




                   Live body to   No offline research
                  answer phone
                                         No Management
                   Manual   Heroics
                                    Call Tracking
               High                             Total Cost of Ownership (TCO)                                         Low

                                                                                                                      29
Service Center Key Activities
       ―Value-Based‖

                       Customer
                     Relationship
                     Management
                    “the face of IT”

                  Service Quality
                    Monitoring
              “customer satisfaction &
                   service quality

                 Integrate Service
                      Delivery
                 “creating the virtual
                    service chain”

                 Manage Incidents

        “Ensure rapid restoration and service
         fulfillment of all customer requests”


                                                 30
Service Desk Maturity Levels
                        Definition
Help Desk                                        Service Desk



    Metrics
                                                 Process
 Monitoring
                                                 Maturity &
  Reporting
                                                 Integration




“Value”
 Zone

    Tools/Automation                  Skills/Staffing
                 Service Management Center                     31
      Service Desk Maturity Levels
                                  Definition
      Help Desk                                            Service Desk

         Reactive
   Limited Automation
             Metrics
   Minimal Integration
    Incident-Focused
                                                           Process
        Monitoring
   Service = Response                                      Maturity &
          Reporting
   Consumer-oriented                                       Integration
   more rote – scripted
        Break-Fix
   Restore Technology
  IT Product Reporting
“You get what we’ve got”
   Cost per incident


     “Value”
      Zone

           Tools/Automation                     Skills/Staffing
                           Service Management Center                     32
      Service Desk Maturity Levels
                                  Definition
      Help Desk                                            Service Desk

         Reactive                                                  Proactive
   Limited Automation                                      SPOC (real or virtual)
             Metrics
   Minimal Integration                                            SLM begun
    Incident-Focused
                                                           Process channels
                                                            inc. access
        Monitoring                                       IMAC – Service requests
   Service = Response                                      Maturity &
          Reporting                                      inc. monitoring/reporting
   Consumer-oriented                                       Integration
   more rote – scripted                                      inc. integration w. IT
        Break-Fix                                          structured ownership
   Restore Technology                                    Continuous Improvement
  IT Product Reporting                                         Service-oriented
“You get what we’ve got”                                    IT Service Reporting
                                                              “You get what you
   Cost per incident                                               asked for”
                                                             Cost per desktop
     “Value”                                                       TCO
      Zone

           Tools/Automation                     Skills/Staffing
                           Service Management Center                        33
      Service Desk Maturity Levels
                                     Definition
      Help Desk                                                   Service Desk

         Reactive                 Business-Oriented                      Proactive
   Limited Automation              Executive-Driven               SPOC (real or virtual)
             Metrics
   Minimal Integration          IT Process Integration                  SLM begun
    Incident-Focused         Business Process Integration
                                                                  Process channels
                                                                  inc. access
        Monitoring                                              IMAC – Service requests
   Service = Response               SLM Complete                  Integration
          Reporting
   Consumer-oriented         Restore Business Capability        inc. monitoring/reporting
   more rote – scripted       Measures Business Impact             inc. integration w. IT
        Break-Fix                    of IT events                 structured ownership
   Restore Technology                                           Continuous Improvement
  IT Product Reporting     Performance Dashboards for Real-          Service-oriented
“You get what we’ve got”   Time Management Information with        IT Service Reporting
                                 Business Perspective               “You get what you
   Cost per incident                                                     asked for”
                                “You get what you need”
                              Cost per Business Solution            Cost per desktop
     “Value”                             ROI                              TCO
      Zone

           Tools/Automation                            Skills/Staffing
                           Service Management Center                              34
             The “Value” Zone
                           Definition


                      Business-Oriented
                       Executive-Driven
   Metrics          IT Process Integration
                 Business Process Integration
                                                         Process
Monitoring
                        SLM Complete                     Maturity &
 Reporting       Restore Business Capability             Integration
                  Measures Business Impact
                         of IT events

               Performance Dashboards for Real-
               Time Management Information with
                     Business Perspective
                    “You get what you need”
                     Cost per Business Solution
                                ROI


  Tools/Automation                            Skills/Staffing
               Service Management Center                               35
Service Desk Maturity Levels
                       Definition
Help Desk                                       Service Desk



   Metrics
                                                Process
Monitoring
                                                Maturity &
 Reporting
                                                Integration




   Tools/Automation                  Skills/Staffing
                Service Management Center                     36
                               Definition
Help Desk
Goal: service the end-user; quick restoration of service
      Reactive // limited automation
      minimal integration with other IT processes // stand-alone
      incident-focused
      service levels = severity levels = response times
      Knowledge Base of consumer issues
      more rote – more scripted, routine, less flexibility for staff
      Consumer-oriented
      Break-Fix // Restore Technology
      IT Product Reporting
      ―You get what we‘ve got‖
Measure: Cost per incident
                                                                        37
                             Definition
Service Desk
Goal: Departmental mgmt. TCO, service provider, internal
  mgmt. practices more structured & rigorous
      SPOC (real or virtual) // more access channels
      IMAC – Service requests
      more monitoring // more reporting // IT Service Reporting
      more integration with other IT processes (e.g. participates in CAB, etc.)
      more structured ownership and escalation procedures (analyst / tier 2)
      Structured communication plan
      Knowledge Base = process/protocols/procedures maintained at this level
      Continuous/systemic quality improvement activities, i.e. analyst coaching
      Service Level Management begun (Level 2/3) // Service-oriented
      ―You get what you asked for‖
Measure: Cost per Desktop (TCO)                                                38
                                   Definition
Service Management Center
Strategic Integration of IT and Business Processes
    Organization
         SMC Leadership reports to (or is) Senior level mgmt.can impact/influence
               Strategy / vision / budget / resources / priorities / objectives / goals
         Accountability Relationship
               Senior process owners (incident, problem, change, config, SLM) must report to (or
                have an accountability relationship) to the SMC Director
      Business-Oriented // Executive-Driven
      IT (ITIL) Process Integration // Significant IT / Business Process Integration
      Service Level Management Complete (Level 4/5)
      Restore Business Capability // Measures Business Impact of IT events
      Performance Dashboards for Real-Time Management Information
      ―You get what you need‖
Measure: Cost per Business Solution (ROI)                                                     39
    Process Maturity & Integration
Help Desk
 Technology cost and cost to manage it
 Who does what for operations / support
 Easy access for our consumers




                                           40
     Process Maturity & Integration
Service Desk
 reduce / avoid costs
 improve stability of ―in-production‖ IT products
 identify and integrate the supply chain & dispatch
 track incident volumes & service performance
 service options & costs // buy smart
 what we bought is what we are paying for
 operationally managed services
 Break/fix & service requests are dispatched, monitored,
  measures & self-serve enabled
 assess the business impact of proposed changes        41
Process Maturity & Integration (SMC)
Incident
 Cost to the Business // Business Impact
 Projected impact on Program Delivery
 Customer Delight
 Impact of programmatic delivery reductions on the bus.
 SMC plays role in business incidents, i.e. procedural
  support, activation of business contingency, etc.
Problem
 Cost to the Business // Programmatic impact (FUD)
 Cost justification for root cause analysis
 Track Problems against CI‘s // track RFC‘s with change.
                                                        42
Process Maturity & Integration (SMC)
Change
Before:
   Estimated Cost of Implementation
   Risk Assessment
   Potential Benefits
 After:
     Post Implementation Review
     True Cost of Implementation
     Real Benefits Achieved vs. Risk
     Incidents linked to change
     Cost of incidents created by change
                                            43
Process Maturity & Integration (SMC)
Service Level Management
 Need end-to-end service chain information for reporting
  and monitoring service levels (start to finish) internal
  and external service providers
 exception remediation
 consulting recommendations
 SLM must exist (is a natural output of your service
  definition and service provisioning process and use
  business case service levels (ROI) translated into IT
  measures and can roll up into actionable information.)

                                                         44
Process Maturity & Integration (SMC)
Service Planning/Lifecycle Model:
  (business and IT service planning)
   Business defines what service it wants (opportunity) or what
    business or program capability they need to meet
    programmatic issues/challenges.
   Use re-usable models / modules / services that already exist
   Ensure service can be operationally managed because
    relationship of roles can be measured and monitored
   Capture information by customer, provider and Enterprise
    (roll-up). Tools, (use to create SLA and identify KPI...creates
    scorecards, dashboards, etc.)
   Information made available (rapid actionable management
    information) Web dashboards
                                                                  45
    Metrics, Monitoring & Reporting
Metrics:
Help Desk
 daily & weekly reporting -- stats: focused on incident
  information mainly. call volumes, access, modes, ATA,
  first call resolution, abandon rate, etc.
 serious issues -- focused, chaos, very operationally
  focused.
 measure customer satisfaction by incident


                                                           46
    Metrics, Monitoring & Reporting
Metrics:
Service Desk
 Focus expands to include service request information,
  some service metrics, information leads to more
  questions because of awareness by others
 May start to monitor some end-to-end for services /
  incidents within organizations control
 canned, prescribed metrics....demonstrate if met service
  level.
 TCO, cost per desktop
 measure customer satisfaction by service
                                                        47
    Metrics, Monitoring & Reporting
Metrics:
Service Management Center
 Focus is to business impacts and impacts to program
  delivery, costs, etc. (more cost per transaction, ROI
  focus).
 detailed to transaction level, i.e. business transaction
  and impact of IT availability
 measure customer satisfaction by program
 Expect increased demand from business for customized
  reporting

                                                        48
   Metrics, Monitoring & Reporting
Monitoring
Help Desk
 Monitoring is internally focused on help desk
  performance and operations, i.e. open calls,
  FPOC, basic volumes of inquiries, etc.




                                                  49
    Metrics, Monitoring & Reporting
Monitoring
Service Desk
 Begin to monitor service levels as they exist.
 Desk begins to play role in incident coordination for the
  enterprise across service providers, notifications,
  escalations.
 increased sophistication around incident management
  and status
 begin to identify repetitive incidents and some incident
  matching for root cause analysis

                                                          50
    Metrics, Monitoring & Reporting
Monitoring
Service Management Center
 SMC plays alert role prior to SLA breach becoming more
  proactive internally
 specialized monitoring of specific high priority incidents or
  protocols, i.e. on-demand monitoring, operational cap...
 Real-time feed from data sources, real time / automated
  analysis, quick turnaround of information
 Highly developed understanding of business environment
  and goals, etc.
 Very educated in what business does and why important
                                                            51
     Metrics Monitoring & Reporting
Communication (Reporting)
Help Desk
 Internally, operationally focused on daily activities, help
  desk activities, operational management is audience,
  may be some to IT management as awareness building.




                                                           52
   Metrics Monitoring & Reporting
Communication (Reporting)
Service Desk
   more communication internally (staff musters, shift handoffs,
    learning events, briefings, more automated real time
    information to analysts e.g. whiteboards, readerboards, cue
    information etc.
   more communication with service providers (proactive
    notification) re: service levels and status of incidents / service
    requests
   more communication with clients // critical notification
   Audience shifts to payers of service / customer as well as Sr.
    IT management

                                                                    53
   Metrics, Monitoring & Reporting
Communication (Reporting)
Service Management Center
   Focus to provide timely, accurate, actionable information for
    decision support.
   Communication strategy includes Enterprise level view of
    impacts with drill down capability to level of detail required, i.e.,
    business unit vs. Enterprise
   Real-time focus or JIT delivery of key information
   Available through Business Intelligence tools and analysis
    tools, dashboards, scorecards, web, more agile/ customizable
    for different types of analysis
   connects dots between IT and business in business terms.
   IT identifies the business impacted and notifies line of business
    management of business incident                                   54
              Tools & Automation
Help Desk
 basic helpdesk tools, incident tool, telephony, etc.
 may be multiple tools in use
 limited tool integration (telephony, CMDB, etc.)
 functionality focuses on incident
 dispatch capability
 limited knowledge base
 tie in with individual user records, history of
  incidents/calls to user
                                                         55
              Tools & Automation
Service Desk
   tool requirements include service requests, time tracking, and
    include service levels by business unit or customer
   flag customer traits or characteristics, i.e. executive offices
   incident matching // problem management
   integration with change and incident management
   service chain (virtual) uses one or common tool or bridge
   integrated with CMDB
   automated service desk policies, procedures, searchable,
    available to service chain (web)
   escalation capability, integrated with notification (paging etc.)
   IT-focused BI capability to manage IT service
   Awareness builds of BI capability and power of metrics          56
              Tools & Automation
Service Management Center
   tool requirements and service management req. for vendors
    and service partners are understood and documented so they
    can be included in RFP and selection processes.
   BI capability includes business metrics, analysis with IT metrics
    and produces actionable decision support information
   Real-time customized to business unit or issue
   scenario capability for projections and planning
   modular for quick customization
   reporting requirements are part of service design process and
    are defined as service is developed
   analysis capability distributed to those who need it.... i.e.
    business units can do own data mining
   ability to rec. real time feeds from all data sources.
                                                                  57
                Skills & Staffing
Help Desk
 management that is operationally-focused, focus on
  customer service and basic process
 core competencies in basic management, HR, customer
  service
 measurement of success is on meeting or exceeding
  helpdesk metrics around call, etc.
 management is usually more junior and may not be part
  of Sr. strategic management team
 analysts who follow procedures, more customer service
  focus vs. highly technical
 management focus on supervision and following order 58
                 Skills & Staffing
Service Desk
   Management needs to be engaged in strategy development
    and establishment of goals, objectives
   Managers need to have increasing analytical skills, i.e.
    analysis of increasingly complex and diverse information
   need to be "data / metrics-driven―, ID trends, implement
    changes in process as result, very process-oriented
   management focus on leading and defining process,
    operational practices, continuous improvement, etc.
   May be multi-level of "management" in the service desk, i.e.
    team lead, manager -- increased empowerment
   staff need to be multi-tasking, change ready and accept
    change and process changes easily
   Staff has more flexibility, needs more mature judgment,      59
    knowledge of business environments
                 Skills & Staffing
Service Management Center
 Manager of SMC needs to part of executive team,
  positioned to access & influence decision makers ($$$)
 Strategic SMC thinking and implementation of over
  time.... years... ongoing
 Business acumen competency -- understands links of
  financial, program and operational impacts of service
  and business that they serve.
 Sr. process owners need to report or have an
  operational accountability relationship to the SMC Mgr.
 Staff need increasingly more analytical skills. See big
  picture, analyze, skills to use Business analysis tools 60
               Skills & Staffing
Service Management Center
 Staff must be able to connect the dots between
  incident->service->program impact
 Require higher level of judgment skills
 shift from technical analyst to business analyst, -
  - repetitive incidents drastically reduced.
 impact and influencing skills to interact with
  service providers and process owners to do
  service, problem, etc. coordination...
                                                    61
Service Desk Maturity Levels
                        Definition
Help Desk                                        Service Desk



    Metrics
                                                 Process
 Monitoring
                                                 Maturity &
  Reporting
                                                 Integration




“Value”
 Zone

    Tools/Automation                  Skills/Staffing
                 Service Management Center                     62
             The “Value” Zone
                           Definition


                      Business-Oriented
                       Executive-Driven
   Metrics          IT Process Integration
                 Business Process Integration
                                                         Process
Monitoring
                        SLM Complete                     Maturity &
 Reporting       Restore Business Capability             Integration
                  Measures Business Impact
                         of IT events

               Performance Dashboards for Real-
               Time Management Information with
                     Business Perspective
                    “You get what you need”
                     Cost per Business Solution
                                ROI


  Tools/Automation                            Skills/Staffing
               Service Management Center                               63
        Thank You!

     George Spalding


g.spalding@pinkelephant.com
   www.pinkelephant.com



                              64

				
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