The document proposes transforming IT support processes through automation and standardization. It aims to reduce errors, time spent on tasks, and increase consistency through automated computer builds, issue fixes, and user migrations. Improved customer communication like status updates and a portal are also proposed. Five tools are described: 1) Automated issue fixes 2) Automated computer builds 3) Automated user migrations 4) Improved customer communication and 5) Virtualization of processes through a build depot and knowledge base. The transformation is expected to significantly reduce technician times and improve the customer experience.

1. IT Support Transformation
Plan
Through Process Improvement
and Development

2. What’s being proposed
• Process improvement to allow for the following
goals to be achieved:
• Fewer human errors
• Less net time spent on task
• More automation, allowing for a very standardized
process, and therefore consistent results and metrics
• Through automation, less documentation needed, and
future changes will be seamless to the technicians
• Through automation, streamlining, which will allow for
vastly improved multitasking ability
• Better Customer Facing, without sacrificing technician
efficiency

3. Why this is important
• Few improvements have been made to many IT
processes in years in most companies. New
Technologies are not being utilized to the full
• It is important to not only provide a standard procedure
to the client, but also meld that with new, improved
standards with regard certain IT processes
• Through better communication with users, such as real-
time status updates, as well as the clearer timelines that
a streamlined process would provide, user perception
will improve

4. How this will be achieved
1. Automated Issue Fixes (Level I & II Support)
2. Automated computer builds
3. Automated user migrations
4. Improved Customer Facing through:
a. automated communications
b. Real-time status updates
c. Customer Facing portal
5. Virtualization of IT processes through:
a. PC Build Depot
b. Remote issue resolution
c. IT Knowledge Base

5. Tool #1: Automated Issue Fixes
Prerequisite:
•The technicians must be in the practice of documenting fixes for common
issues
How it works:
•For every issue fix discovered, it is documented (if not already in a central
knowledge base
•From the document, a script is created that will automatically perform the
steps outlined in the document
•A technician can initiate the fix on a computer locally, on a remote
computer via the internal network, or send the fix to the user’s external
email address for them to initiate themselves
•A technician will be able to browse available fixes in an IT Solution Center
(a single control panel), which will automatically update itself as fixes are
added
Benefits:
•Net technician time to resolve any applicable issues are reduced by
50-90% (depending on how long the diagnosis takes)
•Can be provided to users through a self-service portal, enabling them to fix
their issue without calling IT in certain cases

6. Tool #2: Automated computer builds
Prerequisites
•Build images must be used at some scale. Ghost images are ideal. If no
images are used, it is essential to first create a standard build image
How it works:
•The technician will have one usb drive that holds the build images. If the
client’s infrastructure allows, this can also be server based, eliminating the
need to use a physical drive without changing the below steps
•The technician will be presented with a screen where he will select which
OS to build, the user’s department, andor any other information that dictates
which build should be used for that user
•The build will then extract, build, and finalize without further intervention. If
there are any standard programs that are not part of the image, the will also
be installed as part of the custom script
Benefits:
•Time needed to build a computer is reduced to 5 minutes. This process
allows for vastly improved concurrency
•Anyone with access to the build drive, and knowledge of the intended
recipient, can follow this process.

7. Tool #3: Automated user migrations
How it works:
•The technician simply specifies the computer name of the user’s current
computer, and it will automatically remotely migrate the data and software
from that computer to the new one
•The tool leverages the organization’s repository of software packages,
searches the old computer for any instances of the software, then installs it
on the new computer
•The tool is fault tolerant, so on failure it will automatically attempt a fix or
workaround
Benefits:
•Net technician time needed to setup a computer can reduced to 30 minutes
or less, from unboxing the computer to the user taking possession of it. This
alone could allow companies to startresume performing PC lifecycle
replacements
•A large issue is technicians overlooking some user data and not migrating it.
Also, if a user had issues on the old computer, improper or manual data
migration methods can migrate issues as well. This tool would virtually
eliminate these 2 problems
•Due to the tool’s fault tolerance and other feature, the migration will go
smoothly without the user experience any down-time or work interruption

8. Tool #4a: Improved Customer Facing
through automated communications
Prerequisites:
•The client should have Microsoft SharePoint implemented.
How it works:
•When user upgrades & hardware replacements are scheduled through a
custom SharePoint database, users can automatically be emailed:
a. When they have been scheduled for an upgradereplacement. They
will also receive automated reminders of these events
b. Satisfaction surveys after certain event, such as them getting a new
computer
Benefits:
•IMAC Coordinator role is streamlined
•Customer gets a consistent experience between their various interactions
with IT, in both content of communication and timing

9. Tool #4b: Improved Customer Facing
through real-time status updates
Prerequisites:
•The client having Microsoft SharePoint implemented is optimal.
How it works:
•When user data migrations are performed using the new User Migration
tool, users can receive real-time status updates through email, instant
message, or pop-up on their computer screen
•Real-time status updates can be made available via a web page that users
can visit. This can also service users who are onboarding new employees
Benefits:
•IMAC Coordinator role is further streamlined
•fewer calls to IT requesting status updates

10. Tool #4c: Improved Customer Facing
through Customer Facing Portal
Prerequisites:
•The client having Microsoft SharePoint implemented is optimal.
How it works:
•The website would contain:
a. Information regarding IT processes and how to follow procedures,
such as new hire, computer replacement, or other processes
b. Means of requesting and tracking requests for such items as new
computers, mobile devices, or even server permissions (helpdesk
ticket will also be created automatically). The website could take care
of getting needed approvals, based on the type of request
c. Site would be task-based, making it easy to navigate, regardless of
the amount of content
d. Could be possible to submit helpdesk tickets quickly online, via this
website

11. Tool #4c: Improved Customer Facing
through Customer Facing Portal (cont')
Benefits:
•Users will be more informed when making requests, and make any needed
arrangements beforehand so that IT will encounter no delays
•IT will no longer have to manage getting approvals for requests, the system
will.
•Fewer individuals will attempt to circumvent the process of creating tickets
or calling the helpdesk if more online requestticket submission portals were
available

12. Tool #5a: Virtualization of IT processes
through a PC Build Depot
Prerequisites:
•PC Install Calendar
•Automated PC Build System
How it works:
•When PC Installs (new builds, PC replacements, etc) are scheduled through
the PC Install Calendar, this allows for an offsite technician to cooperate
closely with onsite IT personnel to setup a new computer for a user.
•The onsite personnel would have minimal involvement in the process, only
spending 3-5 minutes per computer (initial prep for offsite tech). The rest of
the computer build and setup would be done remotely.
•The different levels of a PC Build Depot implementation are as follows:
a. Partial implementation, client-side: There is no central build team for
the client. However, remote builds are still possible, and the build
process has been standardized across the sites, allowing the sharing
of workloads between sites.
b. Full implementation, client-side: There is a "Build Team", its
members at multiple sites throughout the organization, or centralized
in one site. They perform all the installs for the entire organization
remotely from their site(s).

13. Tool #5a: Virtualization of IT processes
through a PC Build Depot (cont')
• Once offsite build technicians finish setting up a computer, onsite
personnel will automatically be notified to deliver the machine to the user
(or the user will be notified to pick computer up).
Benefits:
• There are some sites which, after process streamlining (i.e. automated
builds), will not have enough installs per week to keep a technician busy.
Resource sharing that the depot facilitates will help prevent unbalanced
staffing at any affected sites
• Instead of all Level II technicians performing installs as well as break-fix,
there will be a set of technicians that will perform only installs. This will
reduce the number of tasks overlooked, and increase adherence to
timelines and SLA
• Installs would no longer be affected by variables such as a sudden
increase in level II break-fix tickets, and vice-versa

14. Tool #5b: Virtualization of IT processes
through Remote Issue Resolution
How it works:
•Every issue that can be fixed remotely (via phone or remote control) should
be. This fact should take precedent over convenience or expediency
•Technicians should aim for 98% of their non-hardware related break-fix
tickets to be resolved remotely
•This can be achieved through better documentation & better tools. Even
when a user's computer cannot be controlled remotely, and the user cannot
be talked through the process, a technician can send an automated fix over
the network, or to an outside email address
Benefits:
•User impact will be greatly reduced when filling requests and resolving
issues
•Even if not initially, doing this would lead to more automated fixes, which
would lead to reduced resolution times for some of the most common issues
•This knowledge can be shared with Level I teams, which will increase their
scope and free up Level II resources

15. Tool #5c: Virtualization of IT processes
through an IT Knowledge Base
How it works:
•General IT knowledge will be collected into the IT Knowledge Base, for use
by all technicians.
•Client-specific work-instructions and how-tos will also be kept there
•There will be an easy submission process to allow technicians to submit
new knowledge base articles
Benefits:
•Better documentation will reduce costs & lost time associated with training
new technicians, as well as ensure standardized practices
•Central, shared knowledge base will ensure an team's proficiency is not
determined by the client's resources or lack thereof.

16. Results of the Transformation (example)
Client Pre-Transformation Client Post-Transformation
• No standard practice is followed from • Provided tools, as well as a central
site-to-site, even from tech-to-tech knowledge base, ensuring uniformity
• Each site has to manage its workload within the client organization
internally, and cannot receive assistance • Using a PC Build Depot model, inter-site
from another site if needed workload is shared, and staffing can be
• When recurring issues occur, they are adjusted
often handled the same way, with little • Recurring issues are quickly
knowledge sharing documented, and the fixes are
• Installs are not prioritized, but instead automated when possible. Finding
are worked on between break-fix tickets. resolutions is easy through the IT
Timelines either don't exist, or are often Solution Center
missed • There are dedicated install technicians
• Users typically have to reach out to IT to when possible, and the PC Install
get status on a request or install. Calendar ensure timelines are met
• Installs are a very manual process. Net • All requests will provide automated
Technician time spent: 1.5 hours responses and realtime updates
• Install automation and improved
scheduling brings net technician time
spent down to: 15 minutes

17. Software Solutions Glossary
User Migration Tool
•Built on Microsoft's User State Migration Tool (USMT)
•Can migrate data, software & settings for one or many users
Asset Management Database
•SharePoint-based database on the client's servers
•Can contain assets for one client site or all assets in the company
PC Install Calendar
•SharePoint-based system on the client's servers
•System for scheduling buildsreplacementsupgrades, esp. inter-site.
•Essential to the build-depot concept
Automated PC Build System
•SharePoint-based system on the client's servers
•System for scheduling buildsreplacementsupgrades, esp. inter-site.
•Essential to the build-depot concept