On site support operations draft

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This is a part of the report I created during performance evaluation of Desktop Support operations, I undertook this project during my summer internship. this is an on-going project where currently I am working on the implementation of the recommendations I made. A brief description of this project is provided under "Summer Internship" Experience.

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On site support operations draft

  1. 1. 8/30/2013 Operations of Desk side Support IT Help Central Soam, Neha TEXAS TECH UNIVERSITY
  2. 2. Operations of Desk side Support IT Help Central August 23, 2013 Document Version 1.0 P a g e 1 | 12
  3. 3. Table of Contents Executive Summary.............................................................................................................................................. 4 Introduction ............................................................................................................................................................ 6 Objective ................................................................................................................................................................... 6 Scope .......................................................................................................................................................................... 6 Description of Figure 1 ............................................................................................................................... 7 Role ............................................................................................................................................................................. 8 Project Goals ........................................................................................................................................................... 8 Project Phases ........................................................................................................................................................ 8 On-Site Services Operations ...............................................................Error! Bookmark not defined. Desktop Support ......................................................................................Error! Bookmark not defined. How Desktop Support Functions?...........................................Error! Bookmark not defined. Responsibilities of Desktop Support Operations ...........Error! Bookmark not defined. Executive Support ...................................................................................Error! Bookmark not defined. List of all the job profiles serves under Desktop & Executive support .................. Error! Bookmark not defined. Roles and Responsibilities of each job Profile .................Error! Bookmark not defined. Number of employees serving each job profile ...............Error! Bookmark not defined. Classroom Technology Services ........................................................Error! Bookmark not defined. How Classroom Technology Functions? ..............................Error! Bookmark not defined. Responsibilities of Desktop Support Operations ...........Error! Bookmark not defined. List of all the job profiles serves under Classroom Technology Services ............. Error! Bookmark not defined. Roles and Responsibilities of each job Profile .................Error! Bookmark not defined. Number of employees serving each job profile ...............Error! Bookmark not defined. Research & Observations .....................................................................Error! Bookmark not defined. Information Gathering Phase .............................................................Error! Bookmark not defined. Step Wise Research Plan ..............................................................Error! Bookmark not defined. How the research was being done? ........................................Error! Bookmark not defined. Questions included/asked in questionnaire.....................Error! Bookmark not defined. P a g e 2 | 12
  4. 4. Sources of Information Gathering ..........................................Error! Bookmark not defined. Observations .............................................................................................Error! Bookmark not defined. Some interesting facts & figures .......................................................Error! Bookmark not defined. Recommendations ..................................................................................Error! Bookmark not defined. Classroom Technology Services...............................................Error! Bookmark not defined. Conclusion..................................................................................................Error! Bookmark not defined. Skills Acquired ..................................................................................Error! Bookmark not defined. Accomplishments ............................................................................Error! Bookmark not defined. Table 2: Table Summarizing Performance Evaluation & Improvement Solutions for Onsite Services ..................................................................................Error! Bookmark not defined. Glossary .................................................................................................................................................................... 9 References ............................................................................................................................................................ 11 P a g e 3 | 12
  5. 5. Executive Summary This report covers IT Help Central’s internship project in which I played a role of consultant who had to understand, evaluate, recommend & implement those recommendations to improve the operations of On-Site Services. Here I was able to implement my classroom knowledge in a real time project and identify problems and their possible solutions. To summarize the observations, recommendations & solutions I was able to provide to different areas of ITHC On-Site Services, Table 1 below was created, listed here are the key observations and their respective solutions. To view full table click here. Table 1: Table Summarizing Performance Evaluation & Improvement Solutions for Onsite Services Problems Recommendations for Desktop/Executive Support Hardware or inventory(goingout/coming-in) Recording Solutions There is no way to measure and track important metrics for On-Site Services. Metrics/KPIs measurement Footprints reporting is too complex and is hard to say it is accurate, which makes it next to impossible to retrieve any reports required by management. Desktop Support is facing problems in student hiring process. From the kind of talent they want to recruit to the whole recruiting process has become cumbersome. Improvise reporting system 1. We can make use of the historical data and calculate important metrics which can give us estimates for current & future performance. Or 2. We can improve the existing Footprints system to measure the required metrics. Or 3. We can make use of cognos to help implementing the metrics generation system 1. We can improve Footprints reporting. Or 2. We can use cognos to solve our purpose and also train management on cognos report retrieving. Desktop Support has to take in/out hardware on a daily basis to office which is not recorded. Student Hiring Process improvement We can improve the existing ITHC OSS inventory SharePoint site to include recording of other resources going out or coming in. 1. We can re-vamp the whole recruiting process to make it more formal. We also need to improve the SA job recruiting advertisement. P a g e 4 | 12
  6. 6. On-Site Services as a whole needs to improve their documentation. They have so much information which needs to be recorded for later backups. Better Documentation (example:- best practices/training/new software) 1. We should document and follow Desktop Support best practices. 2. We should document "How to use?" for any new software for quick reference in future. Frequent issues like virus infections adds a lot of travelling time as well as consumes staff's crucial time when only 20% of such issues really need physical presence onsite. Automation of frequent issues like spyware uninstallation A considerable amount of issues needs just basic troubleshooting to get resolved which can be handled without going onsite and spending time on travelling Consideration of remote desktop for basic troubleshooting 1. We can use Dell Kace (asset management tool) to automate the virus removal process either by pushing scripts or by managing and enforcing compliance with TTU system policies across desktops, laptops and servers and thus reducing the risk of malware, spyware and viruses compromising endpoints. 1. We can use bomgar to remote logging in and thus cutting out the whole travelling time and also saving gas. 2. Windows Remote Desktop can also be used but it has so many limitations List of Recommendations for CTS Issue Information Tab doesn’t have relevant fields for CTS hence currently they are just using a certain pattern for this tab which further skews the statistics of certain types of issues registered on Footprints and hence projects false information While conducting my research I came to know that vendor B has comparatively a very high breakdown rate for the device installation than vendor A but still vendor B keeps getting all the contracts. Problem is if CTS don’t have any data to prove this rate it’s difficult to claim it. Footprints needs to be tailored for CTS 1. We can add the relevant options on the Issue information tab for CTS 2. CTS has to prepare a list of such relevant options for fields :- "Type", "Category" and "Sub-Category" Vendor evaluation sheet Vendor evaluation sheet can be maintained to show how many times vendor B's installation broke or malfunctioned. For this sheet we need to document room numbers, building names, device names, vendor names and number of times problem occurred. Over a period of time we'll have figures to show the vendor performance. P a g e 5 | 12
  7. 7. Introduction Objective The objective of this internship was to understand and explore IT Help Central On-Site Services’ operations in depth and make and implement recommendations to improve their efficiency. Scope In order to understand the operations of On-Site Services in-depth, it is important to first understand the departmental structure of IT Help Central (ITHC). Figure 1 shows the ITHC’s departmental structure. This will also help in understanding the scope of our project. IT Help Central Tier 0, Tier1 Tier 2 On-Site Services Support Center   Service Desk QTKM     Desktop Support Executive Support Classroom Technology Services Residence Hall Support Figure 1: IT Help Central Areas This document covers only the sections shown inside the red rectangle in figure 1, which are On-Site Services’ Desktop Support, Executive support & Classroom Technology Services. P a g e 6 | 12
  8. 8. Description of Figure 1 Below here is the description of the Figure 1 as well as each bulleted point exploring the scope of the project:  IT Help Central is divided into two portions, Support Center & On-Site Support Services.  Tier 0 & 1 plays as the first and also single point of contact for the customers having any IT related questions or issues.  Only when an issue cannot be resolved at Tier 0 or 1 then it’s sent to Tier 2. Later in the document we have discussed “How issues which can’t be resolved on Tier 1 are allocated to respective Tier 2 support department.”  As shown in Figure 1, Support Center is at Tier 0, Tier 1 which consists of two areas, Service Desk & QTKM (Quality, Training & Knowledge Management). Where Service Desk provides online (phone & e-mail) help to all the customers across university on IT related issues, QTKM trains new ITHC staff/students and also takes care of TTU knowledgebase namely askIT.  On-Site Services, on the other hand, provides IT related assistance on the customer site, and hence it’s considered as a part of Tier – 2 services. On-site Services consists of 4 areas namely Desktop Support, Executive Support, Classroom Technology & Residence Hall Support.  Each area has a hierarchy. Therefore, to understand the On-Site Services’ operations we need to incorporate views and experiences of all of the employees from different levels of hierarchy which includes staff members and students.  Also as discussed earlier, On-Site Services’ operations is not limited to the office; staff and student assistants also go out on the customer site. Thus this document covers both the areas of operations i.e. Office and On-Site. In a nutshell, the scope of this project covers Desktop, Executive & Classroom Technology Support’s operations and will include all their operation areas. P a g e 7 | 12
  9. 9. Role As an ITHC intern I had to play a role of consultant and evaluate & assess On-Site Services operations and suggest recommendations to improve the current system. Project Goals Based on the understanding of the scope of project, project goals were decided as follows:  To learn “How On-Site Services functions?”  To evaluate Onsite Services Operations  To make & implement recommendations to improve the efficiency of ITHC’s Desktop, Executive Support & Classroom Technology Services areas. Project Phases To achieve the project goals successfully & timely, Project was divided into different phases with each phase having a timeline. Phases are listed below in the order they were:  Information Gathering Phase: This phase covered researching about each area of OnSite Services followed by interview sessions with different staff members & students onsite & in office.  Evaluation Phase: On the basis of information gathered, assessment of On-Site Services operations were done. This consisted processing of gathered data, finding facts and figures out of that data and comparing those figures with industry standards.  Recommendation Making Phase: Information gathering and evaluation phase helped a lot to come up with a number of recommendations to fix some of the shortcomings in support operations in order to increase the efficiency of On-Site Services.  Recommendation/Implementation Phase: This was the phase where all the high priority recommendations were to be implemented. Overall the whole process needed critical analysis skills as well as team effort. P a g e 8 | 12
  10. 10. Glossary Acronym Definition askIT A TTU Web Portal for IT related problem's solution CTS Classroom Technology Services Footprints Footprints is a web-based service management application from BMC Software used to record and track support and customer service requests. The Texas Tech University implementation of Footprints includes workspaces for the TTU IT Division, as well as several other departments/colleges. (In Footprints, a workspace is a collection of issues or tickets for a unit, department, or service area. It is identified by a unique name and number, and allows for custom fields, options, and users specific to that workspace. Each workspace remains separate from other workspaces, which allows for customizations specific to that workspace’s workflows.) GA Graduate Assistant HD Hard Disk HESS Health, Exercise & Sport Sciences ICC International Cultural Center IT Information Technologies ITHC IT Help Central ITST IT Support Technician ITSTs IT Support Technicians KPI Key Performance Indicator KPIs Key Performance Indicators MTTR Mean Time to Resolve QTKM Quality, Training, and Knowledge Management RHS Residence Hall Support P a g e 9 | 12
  11. 11. Acronym Definition SA Student Assistant SAs Student Assistants TTU Texas Tech University P a g e 10 | 12
  12. 12. References Desktop Support Best Practices http://www.slideshare.net/MetricNet/metric-nets-desktop-support-best-practices Desktop Support Benchmarks http://www.metricnet.com/desktop-support-benchmarks Mean Time to Resolve (MTTR) http://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/meantime-to-resolve.pdf?utm_content=091212_IndustryInsider Agent Job satisfaction http://www.metricnet.com/metric-of-the-month Technical Support Cost Ratios http://www.asponline.com/tscr.pdf Eight Essential KPI’s for Managing Desktop Support http://www.servicemanagementfusion.com/conference/~/media/HDIConf/2012/Files/ White%20Papers/Rumburg%20%20Zbikowski%20%208%20KPIs%20Desktop%20Supp ort.pdf Staffing the Desktop Support Function http://www.servicemanagementfusion.com/conference/~/media/HDIConf/2012/Files/ White%20Papers/Rumburg%20-%20Optimal%20Staffing%20Desktop%20Support.pdf Percent Resolved Level 1 Capable https://www.thinkhdi.com/~/media/HDICorp/Files/LibraryArchive/Insider%20Articles/Percent%20Resolved%20Level%201%20Capable.pdf Fundamentals of Desktop Support Operations http://www.thinkhdi.com/~/media/HDIConf/2012/Files/speakerhandouts/Session509.pdf http://www.askit.ttu.edu P a g e 11 | 12

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