SMB120 - Overcome Your Tier 1 Support Challenges Kim Sather Ben Chrysler

1. SMB120 - Overcome Your Tier 1 Support Challenges
Kim Sather and Ben Chrysler,
Samaritan Health Services

2. SMB120 - Overcome Your Tier 1
Support Challenges
Kim Sather, Ben Chrysler
Samaritan Health Services

3. Agenda
• About SHS
• Business Case
• Plan
• Results
• Considerations
• Where we are Headed

4. About SHS
Samaritan Health Services is a not-for-profit regional health system
that brings together community hospitals, physician clinics and health
insurance plans to serve more than 250,000 residents of Oregon’s
Benton, Lincoln and Linn counties.
 ~6000 employees + contractors, partners and volunteers
 ~200 technical staff (IS and Informatics)
 94 IS Customer Experience staff
 15 Call Center staff

5. Business Case

6. High Hold Times1
Low First Call Resolution2
Business Case
2 0 1 4
Inaccurate and
Incomplete Tickets3
Incident and Requests
Combined
4
Manual Metrics
Outside of System5
Knowledge Management
Email and Shared One Note6
Tier 1 and 2
Both in Phone Queue7
Rotating Sick Days8
Horrible Perception
w ithin the Business9

7. 2014 System Diagram
Orange –
Incident/Request
Blue – Asset
Green – Change
Grey- Other Systems

8. Plan

9. Plan – In parallel to software selection
• Policy and work instructions
• Track valid metrics
• Review bounced tickets
• Follow up w/each unhappy
customer
• Interim Wiki • Shift toward collaboration
• Separate Tier 1 and 2
• ITIL training
• Incentivize team results
PeopleToolsProcess

10. Plan – After software selection
• Separate
requests/incidents
• Shift Left
• Implement Service
Manager- incident,
request, asset,
knowledge
• Automate request
routing
• Self Service Portal
• Interview internal
customers
• ITIL certifications
PeopleToolsProcess

11. Schedule (April 2016-February 2017)
April May June July August September October November December January
Design – Incident, Request,
Configuration, and Knowledge
Management (concurrent)
UAT
Partner
CM
Partner
IM
Phase 1
April 2016-November 2016
Incident, Request, Knowledge,
Configuration
Go Live – 11/7/17
Phase 2
Nov. 2016- Feb. 2017
Partner projects- Change
and Incident
Go Live (CM) 12/15/17
Go Live (IM) 1/15/17

12. Results

13. High First Call Resolution1
Better Perception
(w ithin IS and the business)2
Results
Complete Tickets =
earlier engagement by Tier II3
Sharp Decrease
in Tier III escalations
4
Improved Dow ntime
Management5
Service Desk Voting Member
of Change Advisory Board6
Morale Through the Roof7

14. 45.00%
50.00%
55.00%
60.00%
65.00%
Total Average
Total Average
First Call Resolution 8/14 – 9/16

15. Calls per 15
minutes
March
Tuesdays -
2016
0
2
4
6
8
10
12
14
16
0:00
0:30
1:00
1:30
2:00
2:30
3:00
3:30
4:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:00
9:30
10:00
10:30
11:00
11:30
12:00
12:30
13:00
13:30
14:00
14:30
15:00
15:30
16:00
16:30
17:00
17:30
18:00
18:30
19:00
19:30
20:00
20:30
21:00
21:30
22:00
22:30
23:00
23:30
Offered
Abandoned
Staff
9:00
2:45
3:45

16. 0
50
100
150
200
250
300
Business Solutions Tier III
Escalations
Business
Solutions Tier
III Escalations
3/2014 –
7/2016

17. What Worked/Didn’t Work
Worked
Strong Sponsor
Great Partners (NCSI)
Pre-design
Didn’t Work
Scope management
End-to-end test plans
Shedding all old habits
Original task design
Utilizing documentation
Knowledge was afterthought

18. Considerations

19. Considerations
 Author of knowledge
 Major incident definition and description
 PHI considerations
 Xtraction
 Audit reporting
 Conversion from incident to request
 Task sequencing
 Identify access management
 Service portal rapid adoption

20. Where we are Headed

21. Upgrade
16.4
Triage
4/2017
Change
6/2017
Event
6/2017
Problem
7/2017
Where
A r e w e Headed

22. Future Context Diagram
Orange – Ivanti
Grey – Other Systems

23.  Thank you