SDC Case Study: NBC Universal, Toby Leaver
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NBC Universal share their story of achieving Service Desk Certification with SDI
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SDC Case Study: NBC Universal, Toby Leaver
- 1. NBC Universal International Service Desk – SDI Case Study 3rd November 2016
- 2. Introduction • Me • NBCU • International Service Desk • Initial Assessment • Audit • Surveillance Audit • What Next? • Questions 2
- 3. Who Am I? A (little) bit about me. 3 Toby Leaver IT Service Delivery Manager
- 4. 4
- 5. 5 Owned by Comcast Who Are NBC Universal?
- 6. We are not Domestic Truly International 6
- 7. How we work and what we do Some Facts & Figures 8am - 7pm Monday to Friday 8 members of staff + Lead Failover to Domestic (US) Contact Centre Phones, Email, ticketing & Live Chat (Bomgar) Service Now >60% First Contact Resolution/Fulfilment <1% Reopened Rate ~30,000 Customer interactions / year 7
- 8. June 2014 Initial Assessment 8 • Reasonably immature on process and reporting. • Reflection of the wider IT Service Management function. • Providing a good service, but little in the way of evidence to demonstrate that. • Management and the Service Desk were new to the process and the SDI. • Reactive rating.
- 9. June 2015 Audit 9 • Significant amount of work put in across the standard by all members of the team. • Support from a high level within the IT Service Management organization – this was called out in the audit report. • Some outstanding improvements in some areas; Process & Procedures went from 1.5 to 3.06 while Managing Customer Satisfaction went from 1.36 to 3.57! • 2 Star Rating Received (2.99)
- 10. July 2016 Surveillance Audit 10 • A team effort, but supported by a core of permanent members of staff; of the 8 people on the desk for this years audit only 3 were here for the initial assessment. • Continued support from IT Service Management although some new joiners had to get their heads around SDI... • Big internal focus on reporting. • Awarded a 3 Star rating (3.15)
- 11. What Next? The Future 11 • Awards – Best Small Service Desk • Look for opportunities around how we interact with the global business • Look at leveraging the reporting that we now have in place • Internal & External satisfaction needs to be a focus • Action plans and CSIs for 2017 • Service Desk relocating early 2017 • Aim for a Business Led rating…
- 12. 12 Questions?