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SDC Case Study: NBC Universal, Toby Leaver
NBC Universal's International Service Desk achieved a 3-star rating in their July 2016 surveillance audit, up from a 2-star rating in their initial June 2015 audit. The service desk improved processes and procedures from 1.5 to 3.06 and customer satisfaction from 1.36 to 3.57 between audits. For the future, the service desk aims to focus on customer satisfaction, leverage improved reporting, look for opportunities to better interact with the global business, and achieve a business-led rating in their next audit.
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SDC Case Study: NBC Universal, Toby Leaver
- 1. NBC Universal International ServiceDesk – SDI Case Study 3rd November 2016
- 2. Introduction • Me • NBCU •International Service Desk • Initial Assessment • Audit • Surveillance Audit • What Next? • Questions 2
- 3. Who Am I? A(little) bit about me. 3 Toby Leaver IT Service Delivery Manager
- 4.
- 5. 5 Owned by Comcast WhoAre NBC Universal?
- 6. We are notDomestic Truly International 6
- 7. How we workand what we do Some Facts & Figures 8am - 7pm Monday to Friday 8 members of staff + Lead Failover to Domestic (US) Contact Centre Phones, Email, ticketing & Live Chat (Bomgar) Service Now >60% First Contact Resolution/Fulfilment <1% Reopened Rate ~30,000 Customer interactions / year 7
- 8. June 2014 Initial Assessment 8 •Reasonably immature on process and reporting. • Reflection of the wider IT Service Management function. • Providing a good service, but little in the way of evidence to demonstrate that. • Management and the Service Desk were new to the process and the SDI. • Reactive rating.
- 9. June 2015 Audit 9 • Significantamount of work put in across the standard by all members of the team. • Support from a high level within the IT Service Management organization – this was called out in the audit report. • Some outstanding improvements in some areas; Process & Procedures went from 1.5 to 3.06 while Managing Customer Satisfaction went from 1.36 to 3.57! • 2 Star Rating Received (2.99)
- 10. July 2016 Surveillance Audit 10 •A team effort, but supported by a core of permanent members of staff; of the 8 people on the desk for this years audit only 3 were here for the initial assessment. • Continued support from IT Service Management although some new joiners had to get their heads around SDI... • Big internal focus on reporting. • Awarded a 3 Star rating (3.15)
- 11. What Next? The Future 11 •Awards – Best Small Service Desk • Look for opportunities around how we interact with the global business • Look at leveraging the reporting that we now have in place • Internal & External satisfaction needs to be a focus • Action plans and CSIs for 2017 • Service Desk relocating early 2017 • Aim for a Business Led rating…
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