Nercomp_Helpdesk_Toolbox_Sheehan.ppt

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  • 1. Tiptoe Through the Toolbox: Highlights from ECAR's Help Desk Study Mark Sheehan ECAR Fellow NERCOMP Help Desk Managers Toolbox 2009 Norwood, MA May 19, 2009 © 2009 EDUCAUSE. All rights reserved.
  • 2.  
  • 3.
    • On the Front Line: The IT Help Desk in Higher Education
    • Report released December 3, 2007
    • Initial distribution to ECAR members
    • Publicly available June 2009
    • Key Findings and Roadmap publicly available now at:
    • http:// www.educause.edu/ecar
  • 4.  
  • 5. Respondent Demographics
    • Report based on survey
    • Limited to institutions with one or more central IT help desks
    • 454 institutions in all
    • 27.5% response rate
    • About half CIOs
    14% 19% 27% 24% Associates Bachelors Masters Doctoral
  • 6. The IT Infrastructure Library
    • Developed in the 1980s by the UK Office of Government Commerce
    • Goal: To ensure service quality as the “PC revolution” changed IT support paradigms
    • Now the de facto standard for IT service management worldwide
    • Version 3 was released in 2007
    • “IT Service Management” (ITSM) is a slightly more ‘open source’ variant
  • 7. ITIL Processes (V.2)
    • Service Level Management
    • Financial Management
    • Capacity Management
    • Service Continuity Management
    • Availability Management
    • Incident Management
    • Problem Management
    • Configuration Management
    • Change Management
    • Release Management
    • Service Desk – an overarching “function”
    Service Delivery book Service Support book
  • 8. Help Desk vs. Service Desk
    • Incident Management
    • Often one of several points of contact with central IT
    • Speaks for itself, not always for the whole IT organization
    • Sometimes “the last to know” about central system changes
    • Incident Management
    • Single point of contact for all central IT services
    • Speaks for the entire IT organization
    • Not just an early recipient of information about central system changes, but…
    • An integral player in central system decision making
    Help Desk Service Desk
  • 9. Help Desk Ecology Help Desk Client Community Central IT
  • 10. Help Desk Ecology Help Desk Client Community Central IT
  • 11. Help Desk Ecology Help Desk Client Community 1000 kg Central IT
  • 12. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 13. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 14. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 15. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 16. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 17. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 18. Help Desk Ecology Help Desk Central IT Client Community 1000 kg
  • 19. Providers of Infrastructure and Support Services (N=220)
  • 20. About Help Desks
    • Most respondents (74%) had central IT help desks only
    • Most respondents (76%) had only one central IT help desk
    • 18% of help desk managers report to the CIO; 54% report to a central IT unit head.
  • 21. Central IT Organization’s Goal for IT
    • Best fit among:
    • Provide reliable IT infrastructure and services at the lowest possible cost .
    • Provide appropriate IT infrastructure and services to different users, based on their needs .
    • Provide IT infrastructure and services that further the institution’s strategic goals .
    • Provide IT infrastructure and services to create institutional competitive advantage .
  • 22. Central IT Organization’s Goals
  • 23. Central IT’s Pace of Adoption of New Technologies, by Goal
  • 24. Central IT Budget Climate, by Goal
  • 25. Help Desk Budget as % of Central IT Budget 64% receive 10% or less. Mean=5.5 Median=5 Overall Mean=12.3 Median=10
  • 26. Adequacy of Help Desk Funding
  • 27. Help Desk Funding Sources
    • 93% say the central IT budget is a major source of funding
    • 12% cite student fees
    • 3% cite recharges
    • 1% cite fees for services
  • 28. Methods of Help Desk Service
  • 29. Use of Self-Service Tools
    • Website for user help documents
      • 56% using; 27% implementing ( Σ =83%)
    • Website for users to track incident status
      • 35% using; 19% implementing ( Σ =54%)
    • Website for user knowledge base
      • 24% using; 22% implementing ( Σ =46%)
    • “ Intelligent” FAQ system
      • 7% using; 9% implementing ( Σ =16%)
  • 30. Agreement that Help Desk Uses Self-Service Tools Effectively
  • 31. Status of Outsourcing
  • 32. Strategic Planning for Help Desk
  • 33. ITIL (IT Service Management)
    • Capacity planning – Ensures that systems and services are sufficiently robust to support the organization’s commitments to users.
    • Availability planning – Ensures that systems and services are available when, where, and to whom the organization says they will be.
    • Change management – Ensures that changes to systems and services are orderly, support the organization’s commitments, and so forth.
    • Release management – Ensures that new systems and services are well tested, that version control is maintained, and so forth.
  • 34. ITIL (IT Service Management)
    • Security level management – Formal agreements specifying the provider’s commitment to meet and sustain a given level of service…
    … the recipient’s commitment to accept that level of service. and
  • 35. IT Service Management Practices
  • 36. Help Desk Maturity ( Derived from the Software Engineering Institute’s Capability Maturity Model)
    • Initial – Services are usually provided ad hoc and rely on individual efforts; past successes are often not repeatable.
    • Repeatable – Service responsibilities are formally assigned, success is usually repeatable, and basic project management techniques are used.
    • Standardized – Service quality standards are in place and used, consistency of services is a priority, and process improvement is a goal.
    • Managed – Quantitative performance goals are in place, service performance is measured, and service quality is predictable.
    • Optimized – Services are closely aligned to business strategies, services are easily changed to meet emerging needs, and process improvement is continuous.
  • 37. Help Desk Maturity
  • 38. Positive Associations with Help Desk Maturity
    • Status of help desk automation
    • Status of strategic plan
    • Number of goals in place for help desk
    • Number of ITSM practices adopted
      • Number of ITSM practices that include Help Desk
    • Number of metrics analyzed
    • Number of methods used to assess satisfaction
    • Effective communication of costs and value
  • 39. Overall Quality of Help Desk Services
  • 40. Help Desk Maturity, by Service Quality
  • 41. Goals Met, by Service Quality
  • 42. Inclusion of Help Desk in Central IT ITSM Activities, by Service Quality Overall mean: 2.54 activities
  • 43. Positive Associations with Overall Quality of Help Desk Services
    • Adequacy of funding
    • Pace of adoption of new technologies
    • Effective use of self-service tools
    • Alignment of expectations and resources
    • Number of ITSM practices used
    • Effective use of metrics
    • Effective communication of cost and value
  • 44. Positive Impact of Help Desk Scale: 1=not at all, 2=a little, 3=somewhat, 4=considerably, 5=extensively 90% 80% 70% 50% 10%
  • 45. Thanks!
    • Mark Sheehan
    • msheehan @ educause.edu