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ITSM @ QUT Patrick Gordon
Senior Business Systems Analyst @p_gord
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About me • 2009-2012 – IT Helpdesk • 2012 – Built self-service
portal • 2013 – Project Officer for
ITSM project • 2014 – Request fulfilment
process manager • 2015 – Senior BA
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About QUT 40,000 students 8,000 staff 600+ IT Staff in 50+ teams 264,000+ users in ITSM tool
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QUT @ end of 2012
ITSM Tool Lack of Visibility CSI Poor SS Problem Mgmt.
Mixed Sreq + Inc. Change Mgmt Config Mgmt. Knowledge Mgmt. GoSoapBox Link: https://app.gosoapbox.com Access code: sm15
The Review • Consider upgrading ITSM Tool. Consolidate
pretenders • Improve self-service & service expectations • Improve customer feedback opportunities • Improve reporting capability • Standardise training, use of tool, and
processes GoSoapBox Link: https://app.gosoapbox.com Access code: sm15
The Project • Began January 2013 • 19th December Go-Live • Key Focuses
– Incident, request fulfilment, and problem – Self-service – Out-of-the-box – Documenting processes – Training and communication
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Challenges
Lots of stakeholders Time constraints Managing expectations
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Benefits Better client experience Up-to-date tool Better process integration Meet review recommendations
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GoSoapBox Link: https://app.gosoapbox.com Access code: sm15
GoSoapBox Link: https://app.gosoapbox.com Access code: sm15
GoSoapBox Link: https://app.gosoapbox.com Access code: sm15
SS Stats
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Phone 71%
Email 9%
Self Service 11%
Other 9%
Incident by Source 2015
Phone Email Self Service Other
Phone 36%
Self Service 46%
Email 17%
Other 1%
SReq by Source 2015
Phone Self Service Email Other
SS Stats Continued…
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33.33%
26.62%
17.34% 12.88%
6.22% 10.43%
18.56% 24.53%
60.44% 62.95% 64.10% 62.59%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
2012 2013 2014 2015
% Breakdown of Interactions (Inc + SReq) by Source
Email Self Service Phone
6.14%
10.52%
18.35%
22.92%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
2012 2013 2014 2015
SS% of Interactions (Inc + Sreq)
Incident Categorisation
• Old system had around 700 possible combinations
• New system has less than 100
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Post-project initiatives
Change mgmt. Knowledge mgmt.
Config mgmt.
Reporting
Upgrades Surveys
Process workshops Phone system Enhancements
Lessons Learned
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Lesson Learned #1
Providing self-service is one thing. Providing good self-service, is another.
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Lesson Learned #2
When something doesn’t work try to avoid extremes.
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Lesson Learned #3
Enthusiasm and momentum get stuff done.
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Lesson Learned #4 Out-of-the-box sounds good on paper. But do you need OOTB or just more sensible choices in customisation / configuration?
Thanks! GoSoapBox Link: https://app.gosoapbox.com Access code: sm15
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