The document discusses the evolution of a company's service desk. It proposes a strategy to improve the service desk by focusing on three areas: meeting IT teams to understand their functions, meeting business units to understand their needs, and improving documentation. This strategy aims to identify and promote talent, increase knowledge sharing, utilize staff creativity, and improve relationships between IT and business units to better deliver value. Trend analysis of incident closure codes is also proposed to understand workloads and reduce escalations. The strategy's goals are to improve support for both the business and the service desk.

1. Service Desk Evolution
Andrew Shepherd

2. A Service Desk Pre evolution
• Logging, triage, resolve or escalating all incidents
• Installation of some software / hardware
• Issuing new mobiles phones
• Major incidents – Initial troubleshooting and comms
• Training and ‘How to’
• IT advice for most IT systems

3. A Service Desk Pre evolution
• Repetitive work eg password resets / citrix resets
• Lack of a clearly defined career path
• Not being utilised to full potential
• I think that team deals with this incident

4. Perception of a Service Desk
Team
Network
Server
Application
Support
Service Desk

5. Perception of a Service Desk
Team

6. Perception of a Service Desk
Team
“You’ve got to start with the customer experience and work back towards the
technology – not the other way around.”
Steve Jobs
“Your most unhappy customers are your greatest source of learning.”
Bill Gates
“It is not the employer who pays the wages. Employers only handle the money. It is
the customer who pays the wages.”
Henry Ford

7. Perception of a Service Desk
Team
Network
Server
Application
Support
Service Desk

8. Perception of a Service Desk
Team
Network
Server
Application
Support
Service
Desk
Business user /
customer

9. Mantra for the Service Desk and
myself
“I always wondered why somebody doesn’t do something about that. Then I realised I was
somebody”
Lily Tomlin

10. Inspiration for the Strategy
Autonomy The desire to direct our own
lives
Mastery The want to get better and
better at something that
matters
Purpose The drive to do what we do in
the service of something larger
than ourselves

11. The Service Desk Triangle
• Service Desk is normally the 1st rung on the IT
career ladder, therefore I wanted to create a
strategy which:
• Identify and promote talent
• Increase knowledge sharing
• Utilise creativity
• Making better relationships between IT and
the business adding value
Delivery
Virtual
Networks
Meet the
Business
Documentation

12. The Service Desk Triangle
Meet IT
• Who is in the team?
• Team function?
• What could the Service Desk do better?
• How my team could get promoted into the team?
Meet the Business
• Who is in the team?
• Team function?
• Key pieces of software?
• Key deliverables?
• What could the Service Desk / IT do better?

13. The Service Desk Triangle
• Service Desk is normally the 1st rung on the IT career
ladder, therefore I wanted to create a strategy which:
• Identify and promote talent
• Increase knowledge sharing
• Utilise creativity
• Making better relationships between IT and the
business adding value
Delivery
Virtual
Networks
Meet the
Business
Documentation

14. Closure Codes used for Trend
Management
Incidents created this month by assignment group
Service Desk
Desktop Support
Telecom
Application Support
Server Support
Network Support
Monitoring

15. Closure Codes used for Trend
Management
• All resolver teams close incidents / requests using all the same closure codes.
• Software
• Outlook
• Exchange
• Windows
• Bespoke apps
• Hardware
• PC
• Peripherals
• Server
• VM
• Other
• Other

16. Closure Codes used for Trend
Management
Objectives of Trend Analysis
1. Identify and understand incident / request workloads
2. Work to
• Reduce incident/ request workload
• Try to bring any escalation team workload into the Service Desk.

17. Closure Codes used for Trend
Management
• Each assignment group is set as category 1
• Each assignment group then sets their own category 2
• Very general codes which makes it easy to categorise the incident
• Monitor the ‘Other’ field to try and minimise this
• Example:
• Service Desk – Category 1 closure code
• Citrix reset – Category 2 closure code
• Exchange / Email
• Password reset
• Software installs
• VPN
• Other

18. Closure Codes used for Trend
Management

19. Closure Codes used for Trend
Management
• More precise Category 3 fields can be set up through trend analysis of the
Category 2 codes.
• Example:
• Service Desk – Category 1 closure code
• Citrix reset
• Exchange / Email – Category 2 closure code
• Calendar Access - Category 3 closure code
• Distribution list amendment
• Meeting room access
• Other
• Password reset
• Software installs
• VPN
• Other

20. Closure Codes used for Trend
Management

21. Improvements identified for the
Business
• Proactive trend analysis
• Better relationships between the Service Desk and Business
• Reporting
• Asking our customer how we could improve
• Strategy - The Service Desk Triangle

22. Improvements identified for the
Service Desk
• Trend analysis, identifying where high IT workloads exist
• Better relationships between the Service Desk and IT
• Identifying support structure and ownership behind the all software
• Strategy - The Service Desk Triangle
• Highlight talent and initiative to Senior Management

23. Circles of influence
SD
Managers
Director
CIO

24. Problem Circle
Problems raised
Known Errors /
Fixes
Knowledge base
articles
Publish
problems solved
to the business
on a monthly
basis
Maintain momentum

25. Other improvements
• Software training sessions via Skype for Business meetings
• Happy signals - CSAT

26. Challenges
• Buy in – Alternative strategy
• Buy in from senior management
• Comms to all of IT
• Get key teams on the change bus
• Keeping the momentum
• Performance development
• Monthly presentations in 1:1’s
• Reporting metrics to shows the changes are making a difference

27. Think Different

28. Questions

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