View
226
Download
0
Category
Preview:
DESCRIPTION
Citation preview
BainCapital
Coming of Age Overnight
Session 813
Shane Kobus
Senior Client Services Manager Bain Capital, LLC
Peter Dorfman
Principal Consultant
Leveraged Technology Inc.
2©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
3©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
BainCapital IT and the Service Desk
TBHDeveloper
TBH (Q4)Helpdesk Analyst
Sr. Infrastructure Mgr (Telecommunications)
Development Manager/Architect -
Shared Systems
Helpdesk Analyst
Technology CoordinatorSr. Vice President
Infrastructure Director
Infrastructure Engineer
Sr. Infrastructure Mgr
Client Services Mgr
TBHHelpdesk Analyst
Helpdesk Analyst
Helpdesk AnalystHelpdesk Analyst
Helpdesk Analyst
TBH Database
Administrator
Systems AnalystTraining/Documentation
Manager
Development Manager/Architect - Business Systems
Developer
Infrastructure Mgr. (London)
Helpdesk Analyst (London)
Business Systems Manager - Sankaty
2006 Information Technology Org Chart
TBH (Q3)Helpdesk Analyst
TBHDeveloperDeveloper - Sankaty
TBH (Q1)Developer
4©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
BainCapital IT and the Service Desk
Developer - Sankaty
Helpdesk Associate
Global Communications Mgr.
Development Manager/
Architect - Shared Systems
Helpdesk Team Lead (Phone)
Technology Coordinator
Sr. Vice President
Infrastructure Analyst
Infrastructure Engineer
Sr. Client Services
Mgr.
Helpdesk Team Lead (Desktop)
Sr. Helpdesk
Engineer
Helpdesk Engineer
Helpdesk Associate
Helpdesk Associate
Infrastructure Analyst
Business Systems
Manager – Finance/ARCP/Shared
Development Manager/
Architect - Sankaty
QA/Developer
Regional Technology
Manager (Europe)
Helpdesk Associate
Business Systems Manager - Sankaty
Developer
Database Architect -
Sankaty
Sr. Developer -
Sankaty
Sr. Developer
2007 Information Technology Org Chart
Business Systems
Manager - Brookside
Helpdesk Associate
Database Analyst -
Sankaty
Sr. Developer -
Sankaty
Telecomm Analyst
(voice/data)
Business Systems Analyst - Sankaty
Helpdesk Associate
Sr. Developer
Helpdesk Associate
Business Systems Analyst - Finance
Regional Technology
Manager (Asia)
Infrastructure Manager
Helpdesk Associate
Developer
Infrastructure
Engineer.
Sr. Telecomm Analyst
(voice/data)
Infrastructure
Engineer
Sr. Helpdesk
Engineer
Business Systems Analyst - Sankaty
Developer –
Private Equity
Sr. Developer -
Sankaty
Sr. Developer -
Sankaty
Developer - Sankaty
Business Systems
Analyst - PE
Business Systems Analyst - Sankaty
Project Coordinator -
Sankaty
Sr. Developer -
Sankaty
Associate
Developer - Sankaty
Sr. Developer
Sr. Telecom Analyst
Developer
Sr. Infrastructure
Engineer.
Application Support Team
Lead (TBH)
Application Support Analyst
Application Support Engineer
(TBH)
Helpdesk Associate (TBH)
Helpdesk Associate (TBH)
5©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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.
6©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
7©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
8©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
9©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
10©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
Service Desk process
BainCapital Service Desk
2. Call Handling
End
Use
rIn
fras
truc
ture
Ser
vice
Des
kT
ools
Too
ls
Incident or service request
MonHelpme
Log incident in Altiris
automatically
Receive monitoring alert, respond, notify Service Desk
Log incident in Altiris manually
Service request?
No
Service Request
Live with end user?
Call end user
No
End user participation
Agree on issue description with
end userYes
Kbase
Search knowledge base to match with
known errors
Known error?
Dispatch
No
Go
od
M
atc
h
Yes
Trading issue? YesFollow urgent call process
Yes No
Altiris
Inform end user:- Ticket #
- Estimated time to resolve
Altiris
Web form
Infrastructure sends
Helpme, by rule assigned
to Level 1 Open queue
at High priority
Max phone time 15 minutes
3A
6B
4C
Page
11©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
Service Desk process
12©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
Service Desk process
13©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
Service Desk process
15©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
16©2007 Bain Capital, LLC and Leveraged Technology, Inc.
BainCapital
Performance metrics
• 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)
Overall ExperienceBain Capital, LLC
4.85 4.86 4.964.63 4.64 4.63
0.00
1.00
2.00
3.00
4.00
5.00
Avg
Mo
nth
ly S
atis
fact
ion
Sco
re
Avg Score All Responses Avg Score
Avg Score 4.85 4.86 4.96
All Responses Avg Score 4.63 4.64 4.63
Sep-07 Oct-07 Nov-07
17©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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.
19©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
20©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
21©2007 Bain Capital, LLC and Leveraged Technology, Inc.
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
BainCapital
Thanks for listening
Session 813
Shane Kobus
Senior Client Services Manager Bain Capital, LLC
skobus@baincapital.com
Peter Dorfman
Principal Consultant Leveraged Technology Inc.
peter.dorfman@lev-tech.com
Recommended