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The Secrets to Service Desk Success

What is the secret behind a successful service desk? In this presentation, Lorraine Brown shares her experience as manager of the St Andrews University service desk: the first European University to achieve three-star accreditation and 100% customer satisfaction.

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The Secrets to Service Desk Success

  1. 1. SITS15   The  Secrets  to  Service  Desk  Success   Lorraine  Brown   Welcome  
  2. 2.   The  Secrets  to  Service  Desk  Success     •  IT  Service  Desk  Manager  2006  -­‐  2014   •  4  star  Business  Led  Service  Desk  CerAficaAon   •  Awarded  The  Best  Small  Service  Desk  Team   Lorraine  Brown  Award  winning  team  
  3. 3.   The  Secrets  to  Service  Desk  Success       2006  –  First  impressions     Lorraine  Brown  Impressions  
  4. 4. The  Secrets  to  Service  Desk  Success   •  Service  desk  team  loved  to  communicate  and  work  with  the  end  user  community.     •  End  users  loved  the  SD  team     •  Calls  escalated  away  from  the  desk  –  black  hole     •  Delay  with  communica<on  and  resolu<on     •  End  user  community  learned  a  lot  about  the  various  background  support  teams   •  They  learned  about  the  bo@le  necks  that  in  the  escala<on  process,  and  about  the   frustra<ons  of  the  service  desk  team  with  those.     The  Service  Desk  team  excelled  in  apologising  and  spent  an  awful  lot  of   their  =me  doing  this       Lorraine  Brown   The  way  we  were  
  5. 5. The  Secrets  to  Service  Desk  Success     •  SD  disregarded   •  InterrupAons  /  not  answer  phones     •  Poor  relaAonships   •  IT  Services  poor  reputaAon       Lorraine  Brown   Fresh  eyes  
  6. 6. The  Secrets  to  Service  Desk  Success     •  Communicate   •  Build  relaAonships  at  the  Service  Desk     •  Build  relaAonships  between  the  teams       Lorraine  Brown   Weekly  mee=ngs  
  7. 7.   The  Secrets  to  Service  Desk  Success     •  Weekly  meeAngs   •   List  of  issue   •  Call  escalaAons     Lorraine  Brown   Changes  
  8. 8.   The  Secrets  to  Service  Desk  Success     •  RelaAonships  started  to  develop   •  Answer  phones   •  Small  changes  =  big  impact   Lorraine  Brown   Moving  forwards  
  9. 9.   The  Secrets  to  Service  Desk  Success       •  Invite  2nd  /  3rd  line  teams  to  weekly  meeAng   •  SD  Team  working  with  background  teams   •  Develop  relaAonships  and  communicaAon       Lorraine  Brown  Building  relaAonships  
  10. 10.   The  Secrets  to  Service  Desk  Success       •  T-­‐shirts   •  New  desks   •  New  idenAty   Lorraine  Brown   New  iden=ty  ready  
  11. 11. The  Secrets  to  Service  Desk  Success     •  New  CIO   •  Focus  on  Service  Delivery   •  Departmental  restructure   •  ProacAve  engagement,  relaAonship  building   Lorraine  Brown   2010  -­‐  2011  
  12. 12.   The  Secrets  to  Service  Desk  Success     •  New  Call  Management  System  (CMS)   •  ITIL  V3  process   •  Two  stage  incident  management   •  Metric  reporAng       Lorraine  Brown   2011  -­‐  2012  
  13. 13. The  Secrets  to  Service  Desk  Success     •  Service  Desk  CerAficaAon     •  Assessed  /  Audited   •  3  Year  program  –  9  concepts   •  4  Achievements  levels   Lorraine  Brown   SDC  
  14. 14. The  Secrets  to  Service  Desk  Success     CONCEPT  (inc.  weighAng)   May  2012   LEADERSHIP  (10%)   2   POLICY  &  STRATEGY  (10%)   1.25   PEOPLE  &  MANAGEMENT  (10%)   2.36   PARTNERSHIP  &  RESOURCES  (9%))   1.56   PROCESSES  &  PROCEDURES  (14%)   1.64   MANAGING  PEOPLE  SATISFACTION  (10%)   3   MANAGING  CUSTOMER  SATISFACTION  (20%)   1.0   PERFORMANCE  RESULTS(15%)   0.8   SOCIAL  RESPONSIBILITY  (2%)   3.33   OVERALL  SCORE   1.67   Lorraine  Brown   Assessment  Audit    !  
  15. 15. The  Secrets  to  Service  Desk  Success     •  No  published  staAsAcs   •  Poor  metrics  and  reports   •  No  self  logging  tool   •  Poorly  documented  policies  &  procedures   •  No  formal  service  improvement  program   •  No  complaints  process   •  No  staff  modelling  tools..........and  on  and  on   Lorraine  Brown   Missing  not  in  ac=on  
  16. 16. The  Secrets  to  Service  Desk  Success     •  Weekly  project  meeAngs   •  Frequent  communicaAon  with  ITS  staff   •  Expand  /  reduce  project  team  when  required       Lorraine  Brown   Ac=on  plans  
  17. 17. The  Secrets  to  Service  Desk  Success     Lorraine  Brown   Star  gazing  
  18. 18. The  Secrets  to  Service  Desk  Success   Department  meeAngs  over  several  areas,  OperaAonal,  SM,  1-­‐1,  IT  Dept,  teams   Staff  bulleAn  –  sharing  informaAon  professional  and  personal   Rewards  schemes  –  home  made  cakes   Fundraising  events   One  Minute  Survey,  targeted  surveys   SuggesAon  and  compliment  schemes   SD  Team  of  the  month   Regular  schedule  meeAngs  with  schools,  service  units,  student  groups   ApprenAceship  schemes   All  front  service  staff  in  corporate  t-­‐shirts   Process  &  Procedures   Knowledgebase   Service  catalogue........and  on  and  on.....         Lorraine  Brown   Moving  towards  success  
  19. 19. The  Secrets  to  Service  Desk  Success     CONCEPTS(inc.  weighAng)   May  2012   Dec  2014   LEADERSHIP  (10%)   2   4   POLICY  &  STRATEGY  (10%)   1.25   4   PEOPLE  &  MANAGEMENT  (10%)   2.36   3.79   PARTNERSHIP  &  RESOURCES  (9%)   1.56   3.83   PROCESSES  &  PROCEDURES  (14%)   1.64   3.5   MANAGING  PEOPLE  SATISFICATION  (10%)   3   3.75   MANAGING  CUSTOMER  SATISFACTION  (20%)   1   4   PERFORMANCE  RESULTS  (15%)   0.8   3.21   SOCIAL  RESPONSIBILITY  (2%)   3.33   4   OVERALL  SCORE   1.67   3.75   Lorraine  Brown   We  did  it  
  20. 20. The  Secrets  to  Service  Desk  Success   Weekly  meeAngs  –  communicate  and  build  relaAonships   T-­‐shirts  /  new  desks  create  pride  and  image   Introduce  new  CMS  system   Introduce  standards  ITIL  v3   Use  metrics  to  develop   CIO  Re-­‐structure   Invest  in  cerAficaAon  programs   Listen  to  the  organisaAon   Become  one  unit  all  driving  towards  the  same  goals       Lorraine  Brown   All  firsts  
  21. 21. The  Secrets  to  Service  Desk  Success     •  OLA  –  between  teams   •  One  IT   •  Volunteer  scheme         Lorraine  Brown  Working  in  harmony  
  22. 22. The  Secrets  to  Service  Desk  Success   •  4  Star  Business  Led  Service  Desk  CerAficaAon   •  Award  winning  IT  Service  Desk  team     Lorraine  Brown  Achievements  
  23. 23. The  Secrets  to  Service  Desk  Success     Secrets?     Never  be  afraid  to  give  something  a  go   Lorraine  Brown   The  secrets  
  24. 24. The  Secrets  to  Service  Desk  Success         Thank  you   QuesAons   l.brown@assortedwcsd.co.uk   Lorraine  Brown   At  last!  

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