Part1- LR's Service Management Journey of last 3 years

1. We did it my way: LR’s journey of
how they utilised MSM over the last
3 turbulent years to provide service
excellence
Tony Truscott. Land Registry, Information Systems
www.landregistry.gov.uk/

2. Who are Land Registry?
 Largest property database in Europe, Land Registry underpins
the economy of the United Kingdom
 Provides state guarantee to the ownership of many billions of
pounds worth of property
 Land Registry receives no government funding, and finances
itself from registration and search fees and the sale of our
services
 Around £1 million worth of property is processed every minute in
England and Wales
 As of October 2011 over 23 million registered titles representing
77.5% of the land mass of England and Wales
Land Registry
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3. LR Geographical Footprint
14 offices across England and Wales (reduced from 24)
4500 members of staff (reduced from 9500)
Information Systems based in Plymouth employ about 450
staff
Divided into 2 Development Centres and the IT Service
Centre
Creates, builds and maintains all IT systems and
infrastructure used by LR
Land Registry
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4. LR – IT overview
 Provide 65 IT Services
 4500 internal customers
 ¼ million registered external professional customers
 Complex IT Infrastructure including 23,000+ IT Assets
 Largest on-line transactional DB in Europe
 Weekly breakdown of calls:
1125 Incidents
1000 Requests for Service
200 Changes
 All logged and managed via MSM
Land Registry
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5. Everything was going fine, but then….
 Economic downturn hit Land Registry hard. No-one
buying houses, no income!
 Happened at a time of changing customer dynamic with
onset of more e-services against a history of paper based
applications
 LR Management Response was to bring forward its plans
to close offices and reduce staff levels
 Closed 10 offices, merged others and removed local IT
Support
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6. What this meant for LR Information
Systems….
 No longer filtering of IT Support calls by local IT
presence
 Internal customers would now come direct to Service
Desk
 All of IT now at risk of out-sourcing
 More redundancies to come, morale at all time low
 Have to prove what a good job we do!
 Performance of our IT Services under greater scrutiny
 Reputation was on the line…
Land Registry
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7. Our Teams Response
 Team of 6 responsible for Change, Config, Metrics and
support of MSM
 What could we do within our team’s remit??
 Go together and devised a plan…
Land Registry
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8. The Plan
PHASE 1:
Design and
Implement
new MSM
Web Logging
system
PHASE 3: PHASE 2:
Expedite work Utilise MSM
being done on Web offerings
CMDB to in other areas
improve of business
efficiencies
Land Registry
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9. Phase 1: Using MSM to provide IT
Support Portal for all internal customers
Using Web Customer MSM our team designed a user
friendly call logging mechanism that could be used by all
LR staff across our estate to log IT support calls
Piloted this offering to user groups, gained feedback and
incorporated suggestions
Gradual roll out across each office, coincided with office
visits and communications to customers
Key was to make system simple to use and show
benefits to users (i.e. expectations managed, track
requests)
Called the system myIS
Land Registry
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10. myIS
The system allows customers to report IT
Incidents
So upon clicking this option the user can then
select the relevant option to report the IT Incident
they are experiencing…..
Land Registry
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11. myIS
The options the customer can then select from
are all explained and use terms they are familiar
with….
Each form is then designed to capture the exact
information we need to deal with the Incident and is auto-
classified against the relevant Service from our IT Service
Catalogue
Land Registry
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12. myIS
So this is the form our customers fill in to report a Printer problem
Users are prompted to
populate the necessary
information. All of which is
fed into the Marval record
created
Upon filling all of the form in and clicking
submit, the customer receives an auto-
email from MSM to inform them of their
reference number
Land Registry
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13. myIS
The Incident Record is then sent to the Service Desk who
strive to resolve the issue at first line. However if they are
unable to resolve they will prioritise the call against their
priority matrix then move the status to Accepted. This will
invoke a further email to the customer who will then be given
notification of the target SLA fix time for their request
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14. myIS
The details captured in the
form are populated in the
The incident is logged against the relevant History Notes and any
Service from our Catalogue and thus tied to relevant Config Items are
the relevant SLA fix time attached
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15. myIS
Our Customers can also use myIS to log any Request for Service. Again,
the options they see use terms the users would be familiar with and avoid
any jargon. By filtering down the options based on choices it makes it
easier for the customer to navigate to the form they require
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16. myIS
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17. myIS
Again, each page
is tailored to
captured the
exact information
that is required,
but for Request
for Service pages
we also manage
the customer
expectable by
advertising the
the target
Upon filling in the form and clicking submit, the
turnaround time
customer will receive email confirmation that their
for each given
request has been logged and the request will be auto-
request
classified accordingly and sent to the relevant
support team for action with the relevant SLA tied to
it
Land Registry
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18. myIS
All users of myIS can also track the progress
of any requests they have raised
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19. myIS
From here users can get a list of all Open records which they
have logged via myIS
Furthermore, by clicking on
the Request Number hyperlink
they can access the History
Notes for the given request
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20. myIS
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21. myIS
Also included is a mechanism for users to log general
complaints and compliments, as well as general feedback
and suggested enhancements to the system
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22. myIS
The myIS CAB is
made up of relevant
stakeholders and
meets on a bi-
monthly basis to
discuss and
approve any
enhancements to
the myIS system.
All approved
enhancements are
then included in the
next myIS Release
Upon filling this form a request is sent to the myIS service owners for
consideration. If the feedback is a suggested enhancement to the system it
gets added to the myIS CAB agenda
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23. myIS
The contents of each myIS Release is
advertised on the homepage of myIS
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24. myIS
And of course all of these records are managed within our MSM tool!
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25. myIS
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26. The success of myIS
95% of all RFS logged via myIS
60% of IT Incidents reported via myIS
Alleviated pressure on Service Desk
Highlighted previously masked issues that had been dealt
with locally
These now added to Known Error DB to increase first
time fix rate
Very positive feedback, expectations managed, easy to
use
Engagement with users to implement their enhancements
to the system
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