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  • 1. Ensuring client satisfaction in the midst of going global HDI IV Help Desk Forum Ray Coyle Insert photo here
  • 2. Global Service Desk Overview
  • 3. Team Excellence Award External Support EDS received the prestigious Team Excellence Award at Help Desk Institute 2008 Annual Conference honoring EDS as the company with the most enhanced image of the support services profession by setting and achieving the highest standards of excellence in customer support.
  • 4. Facts and Figures 1 8
    • Service desk locations globally
    4
    • Regions supported – North America, Latin America, Asia Pacific, Europe
    200,000 3,358
    • Users in forty-two countries supporting twenty-two languages
    • Supported products including applications
    2.5
    • Million requests handled annually 24/7/365
    • Single point of contact for IT and key enabler to multi-supplier strategy
  • 5. page • Service Desk Locations January 2007– 24 Locations Oshawa, Canada Cyberjaya, Malaysia Mumbai, India Sao Paulo, Brazil Mexico City, Mexico Budapest, Hungary Copenhagen, Denmark Mechelen, Belgium Buenos Aires, Argentina, Auckland, New Zealand Dayton, OH United States Winchester, KY United States Lansing, MI United States Izmir Turkey Barcelona, Spain Azumbjua, Portugal Russelsheim, Germany Peterlee, Great Britain Rayong, Thailand Bogato, Colombia Venezuela Arica, Chile Ecuador Bari, Italy
  • 6. page • June 2008– 8 Locations Service Desk Locations Cyberjaya, Malaysia Mumbai, India Sao Paulo, Brazil Budapest, Hungary Mechelen, Belgium Buenos Aires, Argentina, Lansing, MI United States Seoul, South Korea
  • 7. Global Delivery Components Inventory Database Request / Incident Database ITIL Framework Quality Management (ISO 9001:2000) Knowledge Management System Services and Procurement Catalog Channels Remote Desktop Management Agreement and Service Levels
    • Key Solution Components:
    • Multi-Supplier Global SPOC
    • ITIL Compliance
    • Personalized Approach
    • Flawless Transition
    • Cultural Sensitivity
    Common Global Components with a Personalized “ Front End” Regions and Business Units Portal Interface ACD Platform Specialized Agents Languages
  • 8. Global Service Model
    • Level Zero - provides functionality to the end user for self help.
    • Level One – service desk agents providing support to resolve end user issues.
    • Level 2/3 Performing Suppliers – On-site or remote technicians who respond to all tickets that are forwarded or routed via escalation (multiple suppliers support this contract).
    • IIM (Infrastructure Integration Manager) - Coordinate multi-supplier initiatives.
  • 9. Service Desk Focus Areas - ITIL
  • 10. ITIL: “Making IT real”: End-To-End
    • The purpose of the End-to-End ticket management document is to identify the ticket integration points and agree upon handling procedures between the Global Service Desk, Level 2 and 3 Support Organizations and Suppliers.
    End-to-End ticket management must be agreed upon globally and documented.
  • 11. Incident End-to-End Ticket Management Business Process Operations Work Standards Receive
    • Initial Customer Contact
    • Validate
    Incident Management
    • Minimum Case Details
    • Resolve On Initial Contact
    • Dispatch Level 2/3 Performing Supplier
    • Issue Identified During Monitoring
    • Severity
    Manage
    • Single Pass Rule
    • Multiple Supplier Incidents
    • Loopback
    • Status updates
    • Status Checks & Customer Driven Escalations
    • Follow-up Escalations
    • Follow-up Functions
    • Cause Codes
    Close
    • Closing Request On initial Contact
    • Closing Request After Dispatch
    • Customer Refuses Ticket Closure Permission
    • Customer States Issue is Not Resolved
    Exceptions Additional Support Documentation
    • Executive Support
    • Outages & multiple User Issues – Bulletin Board
    • Mitigation Strategy
    Contacts
    • Global Service Desk Command Center
    • Incident management Service Desk (IGSD)
    • Infrastructure Integration Manager (IIM)
    Addendum
    • DW Web
    • Enterprise Knowledge Mgt System (EKMS)
    • Quality Management System
    • ServiceCenter Incident Ticket Status Definitions
    • Role & Responsibility Definitions
  • 12. Global Service Desk Organization Global Service Desk Leader Knowledge Management New Service Integration & Training SLM Reporting & Technology Business Process Delivery (Incident & IMAC) CSI & Quality Management Global Delivery Global Support Functions North America Leader EMEA Leader LAAM Leader AP Leader
  • 13. Global Service Desk Support Roles
      • Manage and maintain agent decision based knowledge repository (EKMS) for service desks globally.
      • Manage global service desk dashboard.
      • Delivery of approved ad hoc reporting requests.
      • Oversight to regional service desk reporting.
      • Development of global service desk training related to new applications or changes to major applications. Training execution delivered in regions.
      • Liaison responsible for understanding global SvD technology environments & ensure solutions are in alignment with global strategies.
      • Liaison between global process owners (GPO’s) and SvD site leaders to ensure global processes for Incident are executed consistently .
      • Onboard any new workplace service globally for SvDs.
      • Coordinates cost models and works with regions to ensure consistent implementation.
      • Implement global CSI process & manage ongoing survey.
      • Ensure consistency for quality programs globally including agent certification testing and agent phone & case monitoring.
    Knowledgebase (EKMS) Service Level Mgt & Reporting Training Technology Incident Process Delivery New Service Integration CSI & QMS IMAC Process Delivery
      • Liaison between global process owners (GPO’s) and SvD site leaders to ensure global processes for IMAC are executed consistently.
  • 14. Metrics and Measurement
  • 15. Global/Regional Monthly Metric Performance REGION Average Monthly Offered Call Volume Average Speed to Answer Abandon Rate Average Talk Time (mm:ss) Customer Satisfaction (5 point scale, 5 high or % satisfied = score 4 or 5) First Contact Resolution (without carve-outs) First Contact Resolution (with carve-outs) Expected Minimum n/a n/a 40 n/a 4.50% 5.00% n/a n/a 4.25 4.00 n/a n/a 80.00% 75.00% North America 80,000 16 sec. 2.8% 8:00 4.8 61% 92% Europe 16,000 18 sec. 3.5% 5:40 4.9 41% 83% Latin America 16,000 8 sec. 2.9% 7:00 4.7 58% 89% Asia Pacific 6,000 11 sec. 3.6% 8:00 4.7 58% 90% GLOBAL 118,000 15 sec. 2.9% 7:30 4.8 57% 91%
  • 16. Reporting Service Desk Operations Dashboard – Summary View Click here to open the current version of the Global SvD Operations Dashboard on Global Visualization. Sample Report EMEA DIV/ON EMEA DIV/ON EMEA EMEA DIV/ON DIV/ON DIV/ON EMEA EMEA DIV/ON DIV/ON EMEA Ven 1 Ven 2 Ven 4 Ven 3 Ven 6 EMEA EMEA EMEA
  • 17. Reporting Service Desk Operations Dashboard – Detail View Click here to open the current version of the Global SvD Operations Dashboard on Global Visualization. Sample Report DIV/ON EMEA DIV/ON EMEA
  • 18. Reporting Service Desk Operations Dashboard – Top 10 Report Click here to open the current version of the Global SvD Operations Dashboard on Global Visualization. Sample Report
  • 19. Tools & Technology
  • 20. Service Desk Technology
          • Telephony System
          • ServiceCenter
            • Tracking for Incidents
            • Tracking for Service Requests
            • TPIS
          • Enterprise Knowledge Management System (EKMS)
          • Automated Feedback Center (AFC)
          • Work Force Management (WFM)
          • Call Management System (CMS)
          • Enterprise Service Level Reporting (eSLR)
          • Global Visualization Website
  • 21. Enterprise Knowledge Management System
    • Single source, centralized repository for problem solving information
    • Key tool supporting ISO 9001:2000 compliance
    • Search engine for fast access to procedures and troubleshooting articles
    • Decreases problem resolution time and increases agent knowledge
    • Increases customer satisfaction through first contact resolution
    • Provides continuous improvement to processes for all support teams
  • 22. Global Process
  • 23. Command Center Expanding Our Capabilities Finalized GTACC process that is now being used as a blueprint for the other regions. The GCC will still serve as the central point for reported GTACC issues Communication and BB processes implemented across client divisions Responsible for zero misses on Emergency ID suspend metric Implemented pro-active ECM monitoring and alerts to the Service Desk Command Center Global Technical Assistance Contact Center
  • 24.
    • Survey Central is the tool utilized for customer satisfaction surveys.
    • Automated, web-based tool which allows the service desk to create and conduct surveys with different users via phone and email.
    • Tool tracks and reports real-time data to the client, and provides detailed trending data by location and agent to service desk leadership for quality improvement.
    Customer Satisfaction
  • 25. Customer Satisfaction Performance
  • 26. Quality Monitoring
    • Tools are utilized to record, evaluate, score, and track agent performance to published process standards ensuring compliance and positive end user experience.
    • Trending reports assist in the identification of opportunities for improvements and training needs.
    • Process brings together EKMS, training and QMS to ensure analysis drives overall improvement of global service desk.
    • Corrective action requests are initiated to address issues in accordance with ISO Quality Management System processes.
  • 27. Quality Monitoring
  • 28. Process Reporting
  • 29. Top 5 by Process Area
  • 30. Top 5 by Process Area – Product breakout
  • 31. Phone Calls by Site (example) DIV/ON NA EMEA
  • 32. Training
    • 2007 Training Summary
    • 800+ resources received training from the global training team
    • 37,459 incremental training hours completed
  • 33. Agent Communications
    • Standard communications provide a consistent, efficient method of distributing information globally.
    • Issued over 75 communications in 2007.
    • Monthly newsletters keep agents current.
    • Review board ensures consistent processes with global focus.
    • Web-based templates ensure consistency of appearance, content and structure for general communications, training, bulletin board updates and mitigations.
  • 34.
    • Achieved ISO 9001:2000 re-certification November, 2007
    • 9,140 entries were submitted into the global service delivery non-conformance database during 2007
      • Service desk level one teams = 8,605 entries
      • EDS performing supplier teams = 143 entries
      • Non-EDS performing supplier teams = 392 entries
    • 54 corrective action requests were identified and initiated as a result of non-conformity trends
    Quality Management System (QMS/ISO)
  • 35. Customer Compliment Board The Global Service Desk received several hundred customer compliments in the 2007 year. “ I just wanted to let you know that Tamara was wonderful to work with, and that it’s people like her that help to make EDS such a great company.” “ Katrina went above and beyond the call of duty … in an era of endless phone menus and dead ends, it was wonderful to encounter a diligent, competent, and friendly individual.” “ Abdul fixed my problem and in addition showed me a way to format my document for superior viewing and printing. I am very pleased to have had the experience of his help and support on my issue and commend his effort.” “ Even after-hours, she called me from her home to get things done. It is great to have someone go the extra mile and I wanted you to know that Sandy is one of the special people.” “ In my many years as an employee and now a retired traveling contract employee, I have never had better service or response.” “ Deborah was the most superlative professional agent I have ever spoken to in my 7 years with the company. ”
  • 36. Global Process Standardization
    • Service Desk Change Advisory Board
    • Multi-Supplier Engagement Guide
    • Preliminary Incident Receive Process
    • End-to-End Incident Management Document
    • Contact Exception Reporting
    • Service Desk Checklist for Pro-active Engagement of Projects Impacting Service Desk
    • Global End User Validation Process
    • Severity Determination Process
  • 37. Lessons Learned: Global
    • Regional is to Global as Simple is to Complex
      • Time zones, language barriers, cultural differences add complexity that can’t be underestimated
      • Communication and process adherence are critical
      • A global model results in strain on the “global” roles
      • Accountability and governance of global delivery is critical
    • Tools and reports can make or break the transition
      • Insure major tool changes occur well before transition cutover
      • Insure well defined operating mechanisms and success criteria are in place prior to transition
      • Review reporting templates with affected parties prior to cut-over
    • Assess transition impact from an end-user view
      • Accent neutralization doesn’t eliminate user dissatisfaction
      • Users can react negatively to change, even if the change is positive
    • Set end user expectations prior to transition
    • Phases reduce risk
    • “ Every problem becomes a Service Desk problem”
  • 38. Lessons Learned: Incident Management
    • All suppliers need a clear understanding of incident handling processes and expectations
      • “ Loopback” and “multi-supplier engagement”
      • Determining severity
      • Intra-Supplier routing
      • Time to resolve
      • Providing status to users
    • Languages and time zones present unique challenges for Level 2
  • 39. Lessons Learned: Request Management
    • Standardization is the key enabler
      • IT Catalog
      • Kitting and bundling
      • User entitlement
      • Request approval
      • User data (technical and financial)
    • Multi-Supplier service requests present a unique challenge
      • Sequencing
      • End-to-End ownership
  • 40. Service Desks Focus on Incident Prevention Reactive Stage Transition Stage Strategic Stage
    • Newer help desks
    • Unable to anticipate or prepare for problems
    • A reactive “fire-fighting” mentality
    • Call volume continually increases
    • Customer satisfaction is the goal
    • Heavy investments in training and technology
    • Expert network of problem solvers outside the help desk
    • Automation begins (ACD, VRU, reports, etc)
    • Knowledgebase established
    • Call volume begins to level off
    • Primary goal is elimination of incoming calls
    • Anticipates problems and takes action to prevent occurrence
    • Proactive mentality prevails
    • Users are given tools to solve their own problems
    • Call volume begins to decline
    • Problem complexity increases
    • Goal is Customer enthusiasm!
  • 41. EDS 5400 Legacy Drive Plano, TX 75024 Prepared by Ray Coyle, EDS Global Service Desk eds.com EDS and the EDS logo are registered trademarks of Electronic Data Systems Corporation. EDS is an equal opportunity employer and values the diversity of its people. © 2007 Electronic Data Systems Corporation. All rights reserved.