It’s a pleasure to speak with you today My goal is to build off the great discussions we had this morning and at our first round table, and to really drive at how do we Manage a Cloud now, and into the future. From the organizations I work with the more we can make cloud a program that can be managed, the more control you will have, the more you will be brought to the table, and the more you will enable your organizations while accounting for the IT considerations. I’m going to walk you through the steps you can take to build this program.
1Info-Tech Research GroupOptimizing the Service DeskCurrent Sate – Future State Design
Info-Tech Research Group 2Non-standardized Service Desks see face Many ChallengesNon-standardized Service DesksIncidents/RequestsITOperationsITInfrastructureResolutionsService Desk• Work abounds• Break fix• Low utilization of theknowledge base• Break fix• Work abounds• Untracked requests• Limited additions toknowledge base• First response• Break fix• Desk side visit• Escalatedrequests withoutfull information• Unusableclassifications
Info-Tech Research Group 3Standardized Process see increased Satisfaction & Lower CostsStandardized Service Desk ProcessIncidents/RequestsService Desk ToolStandardized DocumentationLv3Lv2Lv1ResolutionsService Desk ManagementTier 1 RequestsTier 2 RequestsTier 3 RequestsReportingKnowledge BaseKnowledge Capture• Handle all inbound requests• Focus on first call resolution• Capture needed information• Utilize knowledge base• Defined Tier 1 Roles &Responsibilities• Root cause analysis/ solutionsolving• Desk side visits• Time consuming/ technicallychallenging requests.ConsistentCustomerSatisfaction75-80% of Requests15% of Requests5% of Requests
Info-Tech Research Group 4Determine which KPIs will be correlated for additional insight# of tickets bytechnician xtime to resolve# of tickets @1st callresolution# of tickets w/1escalation# of tickets w/2escalation# of ticketsescalated tovendorX $22.00X $62.00X $85.00(or $196 for fieldtechs)X $471.00# of tickets @1st callresolutionIncident BacklogSurvey Results*ServiceRequests % ofSLAs met# ofKnowledgebasearticles eachweek# ofKnowledgebasearticles flaggedfor writing# of problemticketsProductivity Cost/Value Service ProactivenessPriority 1 & 2Tickets x # ofpeople affectedx time down