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Improving uptake

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How to get more people using TOPdesk: presented by Ben Scavuzzo and Kevin LePage (Simcoe County District School Board)

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Improving uptake

  1. 1. TOPdesk on Tour TOPdesk on Tour Improve Uptake Get more people using TOPdesk
  2. 2. TOPdesk on Tour Land Acknowledgment of Traditional Territory The Simcoe County District School Board acknowledges that we are situated on the traditional land of the Anishnaabeg people. The Anishnaabeg include the Ojibwe, Odawa, and Pottawatomi nations, collectively known as the Three Fires Confederacy. We are dedicated to honouring Indigenous history and culture and committed to moving forward in the spirit of reconciliation and respect with all First Nation, Métis and Inuit people.
  3. 3. TOPdesk on Tour Ben Scavuzzo Service Management Consultant TOPdesk Canada
  4. 4. TOPdesk on Tour Kevin LePage ITS Manager | Helpdesk Services Simcoe County District School Board
  5. 5. TOPdesk on Tour Agenda • About SCDSB • SSP Usage • Information Sharing • Enterprise Service Management
  6. 6. TOPdesk on Tour TOPdesk on Tour About SCDSB How they use TOPdesk
  7. 7. TOPdesk on Tour Background on SCDSB Helpdesk The Simcoe County District School Board 55 000 students in 87 elementary 15 secondary 7 learning centres 6 500 staff 4 800 km2 Information Technician Services: 52ish staff Development Services Technical Services Helpdesk Services Helpdesk Services 3 Helpdesk Technicians 3 Computer Software Technicians Helpdesk Techs provide support for many things including: phone support (1st line of support) rerouting tickets Computer Software Techs Software training Documentation
  8. 8. TOPdesk on Tour Outsider’s Viewpoint • Fantastic service desk • Fast, friendly, and forward thinking • Constantly suggesting ways to improve • Aware of all departmental challenges, outages, and projects
  9. 9. TOPdesk on Tour How SCDSB Uses TOPdesk • ITS wanted a SUPPORTdesk that could provide service 24/7 assistance • SSP, Tickets, Changes, Assets • The uptake has been good, and relatively well received. • Impression is people are using it and with very little hand holding • End Users are putting in helpdesk tickets
  10. 10. TOPdesk on Tour TOPdesk on Tour Encouraging SSP Usage
  11. 11. TOPdesk on Tour SCDSB Lessons Learned in the SSP Time is precious for some users Not all processes have a custom form (flow). Strike a balance between: Information gathering and routing with user ease Some ticket are routed to the Helpdesk for triage and rerouting Too many forms: serves ITS & other departments well frustrate end users
  12. 12. TOPdesk on Tour
  13. 13. TOPdesk on Tour How is the Uptake of the Self Service Portal?
  14. 14. TOPdesk on Tour Measure It First!
  15. 15. TOPdesk on Tour SSP Usage in November 2018
  16. 16. TOPdesk on Tour SSP Usage in March 2019
  17. 17. TOPdesk on Tour SSP Usage in September 2019
  18. 18. TOPdesk on Tour Can this be further improved?
  19. 19. TOPdesk on Tour Make it Fun for Customers • Awards and Prizes for usage • Swag day. (ice cream day) Anyone who fills out a legitimate service request, on July 27, can come pick up a free TOPdesk web cam cover next Monday • You are the 1000th caller this month! • Tough question day • Create a Buzz You've found the Easter Egg! Call IT Helpline to claim your prize.
  20. 20. TOPdesk on Tour Encourage SSP Usage • Videos, trainings, advertisements, posters • Email actions: “for a faster response, fill out a form in the SSP” • Optimize your searches • Relaunch with additional services, and promote it! • Schedule time for your operators to show them how to submit a ticket • Make the Knowledge Base a focus
  21. 21. TOPdesk on Tour TOPdesk on Tour Information Sharing News, Outages, and Knowledge
  22. 22. TOPdesk on Tour News Items • Planned Outages • Announcements • Service changes
  23. 23. TOPdesk on Tour Major Calls • Unplanned outages • Identifying outage patterns
  24. 24. TOPdesk on Tour Spotty Domain Controller • Unclear who was affected - Intermittent • Posted a Broad Service Disruption in SSP • Users could identify if they were affected • System Engineer was able to: • Identify: Affected users Helps diagnose root causes Faster Resolution of issue • Communicate with affected users as a group
  25. 25. TOPdesk on Tour Living Knowledge Base Always a challenge to keep current Employees have access 24/7 Helpdesk team is largely responsible for creating our knowledge items to ensure: • Corporate standards • Professional look and feel • Consistency • Accessible
  26. 26. TOPdesk on Tour News and Knowledge Help Everyone • More SSP usage • Better for operators • Better for the helpdesk • Faster! • Over time, customers will learn to reference the news tiles. • Everyone has trouble keeping it up to date
  27. 27. TOPdesk on Tour TOPdesk on Tour First Steps to Enterprise Service Management (ESM)
  28. 28. TOPdesk on Tour Departments Working Together..... Separately HR IT Facilities Finance
  29. 29. TOPdesk on Tour Sharing the Tool with Other Departments • Same tool expedites collaboration • Follow up & “checking” is easier • Transfer it to the correct department, fast • One SSP to rule them all
  30. 30. TOPdesk on Tour Enterprise Service Management
  31. 31. TOPdesk on Tour Other Departments in SCDSB • Engages existing users • Identify existing workflows that would work lend themselves effectively in TOPdesk • Work with departments to resolve complicated 'pain in the neck workflows' • Departments joining TOPdesk: • Special Education • Business Services • Human Resources • Facilities
  32. 32. TOPdesk on Tour Approach with Other Departments • Limited the operators to those who would use the tool frequently • Allow other users to be involved via replying to emails • Approvals • details • Differing department have differing appraoches • Some reassign in TOPdesk • Some send to a different system
  33. 33. TOPdesk on Tour Special Education • Workflows: • SEAApp Requests • SEA Transfers • SEA Equipment Requests • One operator in TOPdesk for all SEA Requests
  34. 34. TOPdesk on Tour Business Services • Workflows: • Accounting and Purchasing • School Support • Corporate Services • Budget and Finance Reporting • Several Operator Groups for custom requests • Several Operators • Tickets Resolved in TOPdesk
  35. 35. TOPdesk on Tour Human Resources Simple Workflows • Name Changes • ATE (Apply to Education) Support • someGeneric HR Requests Some links to commonly requested forms Some custom workflows invovling multiple operator groups Empoy
  36. 36. TOPdesk on Tour Facilities – alteration requests
  37. 37. TOPdesk on Tour Themes for Starting ESM • Start with Nuisance Processes • Are they all operators? • Not the whole department is operators, just some operators for targeted processes in HR/ other departments • Cannot force other departments to change, but can guide them to better, easier, processes • Level 5 of service excellence model
  38. 38. TOPdesk on Tour
  39. 39. TOPdesk on Tour Mini Departments that Need a Tool • Health and Safety • Telephony and PA • Project teams • Library Services • Training & Employee Development • Legal • Student Management Services
  40. 40. TOPdesk on Tour Common Challenges with Partial ESM • Generic HR requests coming to IT helpdesk • Email action from context menu • Assigning to "HR Generic" triggers action sequence to close the call and trigger email to notify HR of new ticket & notify the customer of the redirect • Filters • SSP space • Link to their system and knowledge • “Other Departments” Tile • Put them on the home page to encourage uptake by other departments • Switch to tiles in customer language
  41. 41. TOPdesk on Tour Shared Processes • Work together, better, faster, cheaper • Do not fear involving other departments • An evolving process • The more you work together, the more you align
  42. 42. TOPdesk on Tour Conclusions • The more you use TOPdesk, the easier it is for everyone • Transition in new departments at the pace that suites them • Start with the quick wins, and build on the momentum • Use Knowledge, News, and the SSP to increase the shared benefits
  43. 43. TOPdesk on Tour TOPdesk on Tour
  44. 44. TOPdesk on Tour TOPdesk on Tour Thank you for attending! Please join us for a delicious lunch in the Atrium

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