ICT Service Desk as a Business Partner 2015 - itSMF V
Making the ICT Service Desk a
visible and reliable business
People, Process, Technology, Partners
Service Operations Manager, Service Operations Group
Information Services branch
Brisbane City Council profile
•Largest local government in Australia with 26 wards.
•Serving over 1M residents in local government area.
•Just over 8,200 employees working full-time and part-time in more than 200 different
occupations – professional and administrative office-based roles, field workers, bus
•33 public libraries, 14 community halls, 20 swimming pools, hundreds of parks, sports
facilities and fields, arts and culture facilities.
•Bus patronage of 80 million per year
•Operates 19 CityCats and 9 CityFerries along a network of 24 terminals.
•TransApex inner city ringroad is the biggest urban road project proposed in Australia,
involving five key projects – Clem Jones Tunnel (CLEM7), Go Between Bridge, Airport Link
tunnel (completed), Legacy Way (under construction), and East-West Link tunnel.
•The Sustainable, Green and Clean City Program helping Council
achieve its long-term goal of becoming Australia's most
•2 Million Trees planted to revegetate 78 sites across the city in
just over four years.
•Australia’s largest purchaser of renewable energy, using 100%
GreenPower since 2010.
• WHERE TO START?
– Identifying concerns and issues. What benefits are we looking
for? What is our focus?
• IMPLEMENTING AND EMBEDDING IMPROVEMENTS
– Agreed plan and impacts (consequence = statement of intent)
– Our People, Processes, Technology and capabilities, AND
• PROGRESS TO DATE and NEXT STEPS (Continuous Service
Where to start?
• What is changing?
– more reliance on the supply chain
– vendors to deliver business outcomes
• On reflection - process review is only part of the answer!
• Our focus now starts with people - “CSIP NOW” to drive:
– process improvement
– tools investment
Some initial customer feedback
It’s a relief to have an
ICT product that
actually works most of
the time (phone) and a
Help Desk staffed by
people who are
genuinely willing to
Sample benefits we are looking for
(to drive improvement and outcomes)
Our Goals ICT Customers and
Documented and tested procedures
that are easily understood and useable.
Confident that I can go to the Intranet and
get what I need easily.
Be effective and efficient
(Actively encouraged when
requesting and delivering
Better information and Improved
channels for customer information and
requests reduces calls to Service Desk,
in turn lowering call wait times. (Grade
Proactively able to use self help.
No waiting in a queue / on hold.
Reduced cost to Council of service
Able to help self and team mates.
Be Communicative Improved take up means better ability
to maintain / increase service levels.
Can provide better support for in depth
items that require investigation.
Better / consistent information to support
business as usual activities.
Increase levels of ICT support and
response capability for ICT incidents.
Be Better Additional continuous improvement
capability and better capability to
support day to day business.
Better able to provide feedback and track
improvements to help improve service to
customers of BCC.
Future Council We continuously improve
I am capable and effective
We deliver value to Brisbane
We are One Council
(Actively seeking and acting on any feedback from our customers. And identifying
and giving recognition for feedback given).
Implementing and embedding
Build and promote an improvement culture with
the tools you have (it’s all about our customers)
knowledge / idea sharing
Focus on our Organisation
Building an Improvement Culture with “Performance leadership” in
line with the organisation
Refocus on our Team Culture
Building an Improvement Culture within the ICT Service Desk with
“Performance leadership” in line with the organisation
Refocus on our Team Behaviours
Building an Improvement Culture with “behaviour setting”
• Team Charter
• Team Leader Behaviours (extract below)
• Planning for Performance includes two way behaviour expectations
Refocus on GROUP Culture with
“knowledge sharing” and new thinking
• ICT Service Desk Improvement Log and customer feedback
• Problem management
• Forward Schedule of Change
Refocus on our stakeholders
What Is Happening Here?
Help desk always
resolve my issues
Staff on the ICT Service
Desk have answered
and responded to my
• Needs to be in line with stakeholder / customer
• Must be validated and tested with key
stakeholders and customers and approved by
the Organisation’s Executive
• Must be “simple”, “visible”, and “logical”
A Process View
Building an Improvement Culture with ongoing “process review”
• New thinking! Consolidation of ICT work procedures and business
process into a single view.
• Group of customer
meet monthly at a customer
• Role of the ambassador is
to motivate, collaborate,
• Currently 13 ambassadors,
3 are from the ICT Service
Building an Improvement Culture with ongoing “customer
engagement and support”
• New thinking! = potential for better outcomes!
Celebrate with all stakeholders
Looking back to
recognise more wins
• G20 preparation leveraged off of our MI process
across organisational ICT
• Bringing Incident, Problem and Change together
• ITSM ownership in the Service Desk
• Better outage communications across other areas of
It’s a journey!
(and it’s REAL and VISIBLE)
Help desk always try
to assist in a prompt,
Staff on the ICT service
desk have answered
and responded to my
Refocus on our Technology
• Starting with SLM and building from the ground up
• Key metrics as a new focus (e.g. service performance)
• Other process inputs and artefacts (e.g. problem and
change management visibility)
Getting some visibility
of the ICT service
Building an Improvement Culture with ongoing “service visibility”
and the reality of business value and customer experience.
• Making ICT service delivery “real” for the people who
provide ICT support
• Informed customer communications
Making ICT Services Real
Building an Improvement Culture with ongoing “ICT service
visibility” and VALUE for key stakeholders and customers.
• Making ICT service delivery “real” for the people who use ICT (ICT
is no longer a black box)!
We can’t stop now! Our customers are talking…!
Refocus on relationship ownership and
improvement with our partners
• Our vendors and suppliers are the face of ICT
• Feedback from all customers is key
• Two way feedback with suppliers is more than a monthly
• Relationship management is the key to build the
foundation for improvements and business value
Building an Improvement Culture with
“Relationship Management” as a focus
• Not just a contract - it’s a business service that supports customer
• To build VALUE for key stakeholders and customers
• E.g. ICT Service Desk develop and run customer focus training
across organisations and geographical limitations
Building an improvement culture with
a focus on building VALUE for key
stakeholders and customers
• Moving from “Fix On First Contact” and “Grade of Service”, to “Fix
By First / Fulfilled at First Team” i.e. ICT Service Desk (to show
So what our customers said about
ICT service delivery (in 2014)?
Progress to date
• The “Wall of fame” within the ICT Service Desk is based on
specific customer feedback and staff initiatives for improvement
• Customer feedback goes into monthly ICT Service Desk Reports
• Awards program is in place based on customer feed back (e.g. job
• ICT Service Desk Feedback Register maintained and includes
customer feedback, complaints and IMPROVEMENT ACTIONS
• Customer surveys capture feedback
Next steps (CSIP)
Service Operations Manager
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