1. Session 813
Coming of Age
Overnight
Shane Kobus
Peter Dorfman
Senior Client
Services Manager
Bain Capital, LLC
Principal Consultant
Leveraged Technology
Inc.
BainCapital

2. BainCapital
Who is Bain Capital?
• Established in 1984, Bain Capital is one of
the world's leading private investment firms
with over $40 billion in assets under
management.
• Headquartered in Boston, Bain Capital
offices are in New York, Chicago, London,
Munich, Hong Kong, Shanghai, and Tokyo
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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3. BainCapital
BainCapital IT and the Service Desk
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
3

4. BainCapital
BainCapital IT and the Service Desk
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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5. BainCapital
Key issues for the Service Desk
• Extremely rapid growth of the Business (20% annually)
• Extremely high expectations for service
• Small Service Desk, small company operating style
– Support provided through e-mail contact only – no longer effective
 Moved to phone support April 2007
A big company that really, really misses being a small
company.
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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6. BainCapital
Initial assessment
• Transition from email to phone support was
eagerly anticipated, but…
• IT and the Business did not understand one another
• The Business lacked confidence in the Service Desk
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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7. BainCapital
The Solution
• Focus effort on mastering routine issues (fix the easy
stuff)
– Train analysts on soft skills
• Augment staff with more senior Service Desk analysts and
engineers
• Proceed with phone support adoption
– Implement ACD switch
• Design and adopt a comprehensive new support process,
based on ITIL® principles
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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8. BainCapital
The Solution
(cont’d)
• Build KM process and knowledge base
• Enhance performance metrics and hold staff to them
• Adopt Service Level Management
– Service Catalog
– Operational Level, Service Level Agreements
• Market service improvements, especially phone support
launch, internally
• Implement a serious asset inventory; create an Asset
Management process
– Precursor to Configuration Management process
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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9. BainCapital
Why ITIL®?
• Global standard best practice
framework for IT Service Management
– Full range of Service Desk process, covering
Incident, Problem, Change, Configuration
Management
– Effective definition of handoffs between
Service Desk and its partners
– Management of expectations of the Business
 Service Level Management
ITIL is a registered trademark of the Office of Government Commerce, UK
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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10. BainCapital
Service Desk process
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
10

11. BainCapital
Service Desk process
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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12. BainCapital
Service Desk process
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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13. BainCapital
Service Desk process
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
13

14. BainCapital
Knowledge Management process
• Leverage Altiris functionality for
knowledge authoring, search, linking
to Incidents
• Address non-technical issues – these
are more critical
– People
– Process
– Content
• Set expectations for analysts to
contribute
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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15. BainCapital
Performance metrics
Overall Experience
Bain Capital, LLC
Avg Monthly Satisfaction Score
• Average Speed to Answer
Phone
• Abandonment Rate
• Response Time for Email
• Average Number of E-mail
Exchanges to Resolve an
Incident
• Percent of Incidents Resolved
at Each Point
• First Call Resolution
• Survey’s (HDI - Customer
Satisfaction Index)
5.00
4.85
4.63
4.86
4.64
4.96
4.63
4.00
3.00
2.00
1.00
0.00
Sep-07
Oct-07
Nov-07
Avg Score
4.85
4.86
4.96
All Responses Avg Score
4.63
4.64
4.63
Avg Score
All Responses Avg Score
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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16. BainCapital
Service Level Management
• Manage end user expectations by defining/measuring
service quality
– Service Catalog
 List of services that Bain Capital Technology Services Group
(TSG) provides
– Operational Level Agreement / Service Level Agreement
 Define the support service levels that the service partners will
provide for service incidents escalated from the Service Desk, to
enable TSG to meet its Service Level Agreements with the
business units.
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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17. BainCapital
Internal marketing to the business
• Demonstrate Value
• Borrow prestige of CIO
• Publish a Quarterly News Letter
– Develop a brochure of services
• Surveys
• Posters
• Customer Testimonials
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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18. BainCapital
Where do we go from here?
• Mature our comprehensive support process, based on ITIL ® principles
–
–
–
–
Change Management
Service Level Management
Problem Management
Release Management
• Align IT with the Business
– Run IT as a Business
• Identify key services and standardizing their delivery process
– Automate Helpdesk Services
 Service catalog focused
 Improve response times
 Assume more responsibility
 Develop new and more business-focused skill sets
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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19. BainCapital
Lessons for the small service desk
• IT’s relationship with the Business is crucial
– Not based only on performance; trust is based on knowledge of
analysts, and their relationship-building skills
• Even small service desks benefit from disciplined process
– ITIL is not just for large enterprises
• Knowledge management can deliver value even when the
incident volume is small
– Tool is the least critical determinant for success
– Knowledge base has to be marketed – just because you build it,
there’s no guarantee people will use it unless you prove value
• Get serious about Service Level Management
©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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20. Session 813
Thanks for
listening
Shane Kobus
Peter Dorfman
Senior Client Services Manager
Bain Capital, LLC
Principal Consultant
Leveraged Technology Inc.
skobus@baincapital.com
peter.dorfman@levtech.com
BainCapital