NB: When being asked to write our story we felt the caption for our story should be ‘When the world feels like its conspiring against you…’
We call this The MED-way
NB: So what is a TOPdesk? Reasons for this will become clear. Our local IT issues and getting ourselves co-ordinated – we were not ready! Learning the basics of TOPdesk Decommissioning Touchpaper / LANDesk – staff wedded to existing systems - you bet! – Launching TOPdesk back office for ICT ONLY
Bringing services together and optimising workflows
Going Live with the SSP
NB: Who’s Who Andreyna and Martijn – helping us getting the foundations down and trying to resolve a hybrid AD (good quality data) / HR (known and unknown data issues) person import and later develop our Asset Management Imports from SNOW.
What's a TOPdesk? Well we would have known but the manager (My Manager) who procured TOPdesk leaves the org a few weeks after purchasing it.
The head of service also leaves ICT a few weeks after that – so we had a period of no service head to later a share of a manager with another council – ultimately that manager joins us full time.
As a result of a restructure our service desk manager - the main lead early on in the project leaves the organisation. The service desk is then merged with our technical operations team.
We gain a staff member but then lose one who’s been trained on TOPdesk as she goes on a career break
We get informed that HR are now a shared service with Gravesham Council
Kieran the joins the team before the SSP Launch.
NB: A bit about us So my best advice about starting a project like TOPdesk…
NB: Be a Sponge Involve people – have meetings – actively listen – validate and TEST EVERYTHING ENGAGE your customers getting them to validate and test it too…
NB: We also heavily used a range of TOPdesk Resources; keeping on top of changes / updates and how TOPdesk operate most certainly helped us later on in the project.
NB: When your management tell you do ICT first and you realise you can’t do it without others.
We used Trello and gave them their own means to engage with us in an agile way – being honest, engagement was varied; those that got it and wanted it worked really well; some people just wanted to meet up periodically and others were more of a challenge with no time/resource or commitment who had to be managed by other means.
NB: They key thing is we didn’t want silo working…
We don’t want people going off down a path only to be told ‘go away or we don’t do that’
So how are we going to bring it together?
NB: Here’s your bible
TOPdesk had a range of resources to help and we realised some services just wont take the advice / best practise from ICT so maybe we need someone external to shepherd us towards service excellence and to be quite honest we were struggling to understand how to pull it together too.
NB: Queue JJ for the service catalogue design. During August 2017 we ran various workshops focusing on a service descriptions, forms, who can access services or forms and structure all that against knowledge.
The design was created first by those services engaged in the project - each service was removed from the discussions about how their service was organised which provided lots of interesting discussions.
We then re-ran the same process with a group of customers and saw similar patterns (and a few odd ones) to come up with an overall design.
We then built forms – lots of forms – lots of meetings – lots of listening, validating and testing.
So what happened?
NB: We went live with the SSP…
KF: These stats are taken from the whole of the Council using TOPdesk. We worked in an agile way, Making ‘stuff’ work and monitored the results. We were nominated for an internal award. We’ve consistently achieved 75% SSP usage and above per month since roll out and plan to maintain this when Schools and Gravesham are brought into TOPdesk.
So how did we achieve this?
KF: Have achieved this by effective strategy to increase awareness and uptake, via several methods. First is adding a dedicated start menu shortcut, so people can always access the portal easily if they close windows etc.
KF: Further to this, have added a URL into our shared start up folder that opens the portal on start up.
Our strategy here is to pro-actively inform users of Broad Service Disruptions, in order to limit duplicated calls reporting the same problems or at least have them use the "I’m effected by this issue" feature to links calls to the major call, making updates and closures more efficient.
This also to encourage Managers to review their Authorisation Activities and approve change requests, if they have missed the email notification/s
KF: TOPdesk has allowed us to change our business processes, and begin to remove the need for email where applicable.
The HR dept. has, thanks to the portal and self-service provision, allowed them to dedicate time to the development of their knowledge on the portal and close down the HR Mailbox.
KF: In addition to the more technical efforts outlined, subtler changes have also been implemented with the goal of steering people towards use of the Service-Desk Portal.
We've incorporated links to the Portal into Email Signatures and Out of Office replies.
It's worth noting that on some of these methods, We have taken the approach of noting the systems commonly asked about, so you can see links directly to those service areas such as Confirm, Idox etc etc.
We also looks towards this personalisation when bringing other services into the system as Operators, by taking the time to work with them and find out what they are always asked about, and then incorporating that into their own email signatures, etc.
We benefit (most of the time) from having an internal comms department, and so were able to utilise their services in order to produce some more traditional direct-marketing methods, including the post you see here. These were placed in targeted locations around the building where people were likely to be able to stop and review them, such as in lifts etc. (joke about dog, head of ICT kindly volunteered etc)
Following on from the launch of the Portal, we conducted a number of "Service-Desk Portal Top Tips" drop in sessions, which were attended by a number of colleagues. With these, it is important to adequately resource these with knowledgably colleagues, as we found they also turned into a technical support session on use of the new portal which ended up being a good way to identify missing knowledge articles.
KF: As we’ve gone along migrating word/excel forms and old processes from the intranet into TOPdesk, we ensure that any existing links to the original forms are redirected to the Portal to increase awareness and adoption.
KF: We also engaged in several endeavours on the face-to-face front. We attended one of the organisations employee benefits roadshows, and managed to significantly increase awareness among attendees and by extension, colleagues they told about it who did not attend.
This was significantly helped via practical demonstration, so it’s worthwhile making sure you’re TEST and LIVE systems are up accurately matched up so you can demonstrate submission of forms and other front-end activities.
Provision was made for internal training in the new system, for the eagle eyed among you you’ll notice we don’t have any further training owing to budget cuts so we are now looking at creating training videos.
Another effective method was to create a slideshow, with animated GIFS, that explains the system in a way that everyone can understand – we also engaged with users who wanted to become “champions” of the system, who could take additional knowledge back to their own teams and share and promote its use at team meetings and other forums.
Its also well worth taking a look at the TOPdesk Self-Service Promo Bundle for additional tools and inspiration, which sadly wasn’t available at the time of our go-live.
KF: As you can see, use of the system has steadily increased over the months since launch, with heavy usage in recent months, attributable to continuing increase in available services on the Portal, and effective promotion. We think we have achieved quite a bit in this relatively short space of time, and continue to improve and grow.
NB: Our biggest issue remained that poor data quality from the Hybrid AD / HR Import…
NB: So we invited Will Bolton down for consultancy to resolve those data quality issues.
Staff without a manager / People in a building we no longer have / Directors who wish for their PA’s and Executive Assistants to approve request on their behalf / some tweaks to our hybrid import to name only a few.
The current processes now ‘just work’ but we haven’t stopped… and we have plans for the future.
The Medway Story
Kieran Fisher Nick Beauchamp Steve Candy
MAY 2018LEARNING IMPROVING
Incident / Change
Stop/Start Local Tech Issues
Coming from Touchpaper /
LANDesk = Circa 2002
(We have staff younger than this!)
TOPDesk Promo Pack
Out Of Office Messages
Remember to promote as
well as redirect links from
your Intranet to your
TOPdesk SSP OR use TOPdesk
as your Intranet!
TOPdesk Promo Pack
TOPDesk Promo Pack
Get others to
promote it for you!
Provide a Powerpoint with
Animated Gif’s and get
share/promote it amongst
their own team meetings.
1. Asset and Order Management
2. Problem Management
3. An ICT Survey – How are we performing?
4. Exploiting Labs Features to the MAX!
5. Changing our SLA’s – Evidence they are not
6. Expanding TOPdesk to include…
b) Gravesham (6 Shared Services)
c) Facilities / Norse
d) Procurement / Information Governance
/ Contact Centre / Legal / Libraries /
Another Finance Team
7. Revise the SSP Design
1. Be a Sponge
2. Service by Design
3. Actively Promote!
Its not a tick-box exercise…
4. Be Agile - Continuously Assess
5. Understand your customer and
speak their language