2010 04 16 HDI Service Desk and Processes (1)

8/18/2019 2010 04 16 HDI Service Desk and Processes (1)

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Process and the Service Desk:

Peter Baskette

([email protected])

&

Bill Cunningham

[email protected]:www.wcunning.com

Driving Consistency and Quality through Process Management

Twitter: wlcunning


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Agenda

• Introduction

– IT Service Management

– Generic Process Model

• ITIL Framework & Service Desk

• The Service Desk – A Process Based Model

• Questions

4


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Process and the Service Desk:Driving Consistency and Quality through Process Management


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Help Desk Service

Desk


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Help Desk ServiceDesk

IT Service Manaement


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IT Service Management ITSM!

• S!stems Manaement

– Traditional IT management "ocus #ell$ not %ust IT!

– &eads to 'silos( as IT organi)es around technical

s*ecialties

• Service Manaement

– Clients and Customers do not consume the

'systems( IT Manages

– They use IT Services

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De"inition o" Service

• "a service is a means o#

deliverin value to customers

$! #acilitatin outcomescustomers want to achieve

without the ownershi% o#s%eci#ic costs and risks'

10

- ITIL v3 Service Strategy


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De"inition o" Service Management

• Service Manaement is a set o# s%eciali(ed orani(ationalcapabilities #or %rovidin value to customers in the #orm

o# services

• Service Manaement takes the #orm o# a set of Functions

and Processes #or manain Services over their Lifecycle

• Service Manaement is also a professional practice

su%%orted $! an e)tensive $od! o# knowlede* e)%erience

and skills +ITIL v3 Service Strategy

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IT Services – IT Processes

IT Services

End –UsersClients

IT Processes

A p p l i c a t i o n s

I n f o r m a t i o n

I n f r a s

t r u c t u r e

P e o

p l e

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ITSM$ +rame#orks and the Primary IT ,alue Chain

T

Plan Build ,un

Demand-,elationshi% Mt Solutions Develo%ment .%erations-Su%%ort

Derived #rom /harles T Bet(* Architectureand Patterns #or IT Service Manaement*

,esource Plannin and 0overnance

ITIL Service Strategy-Service Port#olio

ITIL Service esign+Service /atalo-- SLM--Avail & /a%acit!

P!"#$Prince2%gileS&'(!

&ritical &)ain

Theor! o#/onscious Alinment

S*+"#$

&!!IS+

ITIL v2 Service SupportITIL Service #peration -- Incident-- Pro$lem

ITIL Service Transtion+Transitions Plannin-Su%%t.--/hane Manaement--- SA/M 1/on#iuration2-- ,elease and De%lo!ment---- Svc. Testin and 3alidation

ITIL &SI"P!

T)eory of &onstraints


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ITI& v- Service &i"eCycle

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P.D.C.A

"I# !ou cannot de#ine

what !ou are doin

as a %rocess* !ou do

not understand what

!ou are doin'

+W. Edwards Deming


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1,

Generic Process Model

The Process

Process Owner

Goals (Policies)

Activities (Procedures)

Key TermsKPIs & CSFs (etrics)

In!uts Out!uts

"oles & "es!#

(A"CI)"esources

"e!orts

Feedback


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I" /ou Can(t Measure . /ou Can(t Manage


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Princi*le o" a Management Process:

4 5ou cannot manae what !ou cannot

measure

6 5ou cannot measure what !ou cannotde#ine

7 5ou cannot de#ine what !ou do not

understand- W. Edwards Deming (1988)

1-


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19

ITI& ,0 . Service Management 1es*onsi2ilityPyramid

Service

$evel

Pro%lem Chane

S e r v i c e

' e s (

I n c i d e n t

" e l e a s e

C o n ) i & u r a t i o n

A v a i l a % i l i t y

C a ! a c i t y

F i n a n c i a l

S e r v i c e

C o n t i n u i t

y

Service

Delivery

Service

Support


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Service Management 1es*onsi2ility Pyramid:Pro2lem and Incident Su**ort and 1estore!

Pro%lem

S e r v i c e

' e s (

I n c i d e n t

Service

Support


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ITSM$ +rame#orks and the Primary IT ,alue Chain

T

Plan Build ,un

Demand-,elationshi% Mt Solutions Develo%ment .%erations-Su%%ort

Derived #rom /harles T Bet(* Architectureand Patterns #or IT Service Manaement*

,esource Plannin and 0overnance

ITIL Service Strategy-Service Port#olio

ITIL Service esign+Service /atalo

-- SLM--Avail & /a%acit!

P!"#$Prince2%gileS&'(!

&ritical &)ain

Theor! o#/onscious Alinment

S*+"#$

&!!IS+

ITIL v2 Service Support

ITIL Service

#peration -- Incident

-- Pro$lem

ITIL Service Transition+Transitions Plannin-Su%%t.

--/hane Manaement--- SA/M 1/on#iuration2-- ,elease and De%lo!ment---- Svc. Testin and 3alidation

ITIL &SI"P!

T)eory of &onstraints

Pro%lem

S

e r v i c e ' e s (

I n c i d e n t


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Calls

Email

Voice mail

Chat

Walk-insService

Desk

22

A Service Desk Management Model

E n d –

U s

e r s

I n t

e r a c t i o n

Self-Service

RFIs

Incident

Service

Requests

Request

Fulfillment

Problem

Knowledge


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2.

The Desk Itsel"

Service

Desk


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Service Desk De"inition

• The Sinle Point o# /ontact $etween the

Service Provider and the 8sers

• Manaes Incidents and Service ,e9uests

• :andles communication with users

• The Service Desk %er#orms the #irst line

su%%ort #or IT Services


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2/

Service Desk Tasks

• Act as a sinle %oint o# contact #or users

• ".wn' in9uir! #rom start 1recordin* status re%orts2

to #inish 1close+out* monitorin satis#action2

• Monitor adherence to the service level areementsand take a%%ro%riate measures i# there is a daner

o# #ailure to meet an areement

• /oordinate second level su%%ort and third+%art!

su%%ort units

• Provide manaement in#ormation to im%rove the

service 9ualit!


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Calls

Email

Voice mail

Chat

Walk-insService

Desk

2,

Interaction Management

E n d –

U s

e r s

I n t

e r a c t i o n

Self-Service


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Interaction Management . 3ene"its

• Dedicated Service Desk Process

• Pre+assinment o# tickets

– Standardi)es greeting

– 4sta2lishes initial 5uestions$ assessment$ scri*ts6

• ;um%in o## %oint to multi%le Processes<

– Incident$ Service 1e5uest$ 1e5uest "or

In"ormation$ Change$ 7thers

• Drives consistenc! #or Incident and ,e9uest

– +ilters '1e5uest "or in"ormation( ty*e calls

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Interaction Management . Goals

• =##ective routin and %rocessin o# in$ound

and out$ound communications

• Provision o# interaction in#ormation to all

%ersons workin with a contact to ensure

service consistenc!

2-


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Interaction – Initiating Process +lo#

.0- Created with MetaStorm ProVision


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1e5uest +or In"ormation

• ,e9uest #or in#ormation

– 8hat(s someone(s *hone num2er

– Account storage 5uota

• Do !ou track them>– Generally yes6

• Se%aratel!>

– 3etter to do so6

• ?h!>

– Com*romises metrics "or other Processes6

.1


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An ACD Digression

0et:umancom

• ?e$site #or $!+%assin %hone trees

• Four Suestions<

– Al#ays 2e a2le to '9( out to get a human6

– System should estimate #ait times every 9

seconds6

– 3e concise: Avoid ver2ose *rom*ts

– 8hen no one is availa2le$ o*tion to leave a message

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Calls

Email

Voice mail

Chat

Walk-insService

Desk

..

The Su**ort and 1estore Processestrou2leshooting!

E n d –

U s

e r s

I n t e r a c t i o n

Self-Service

RFI

s Incident

ProblemKnowledge


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Incident Management

• An Incident<

– ;n*lanned interru*tion to an IT Service or a

reduction in the 5uality o" Service6

– In essence$ 3reak


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./


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Incident Mgt6 Controls > Measuressam*le!

.,

Control MeasureIncidents classied according to SLAs-

S to monitor all Incidents until

closure

*! Incidents closed "it#in SLA

S procedures include escalation

criteria and communication

procedures if SLAs in danger of$reec# and%or "or&arounds not

availa$le

*! Incidents re'uiring escalation

*! Incidents "it#out "or&arounds

*istri$ution of Incidents $( severit(

S procedures for timel( monitoring

and clearance of customer 'ueries

include resolution%closure and

conrmation steps to ensure actionta&en #as $een agreed $( customer

*! unresolved Incidents re'uired to

$e for"arded to Pro$lem Management

*! calls a $andoned

*istri$ution of call ans"er times*! calls cleared%closed during initial

contact

Produce reports for t#e measurement

of service performance including

response times and trends)

*! customers satised *relative to

SLA+

*Average MTT, relative to service

targetsIM a$le to leverage past incidents and *! Incident records successfull(


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Incident Mgt6 – ?igh &evel Model

.

Created with MetaStorm ProVision


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Incident Classi"ication and Initial Su**ort

.-

Created with MetaStorm ProVision

i i2ili id


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.9

Service Management 1es*onsi2ility Pyramid:Pro2lem and Incident Su**ort and 1estore!

Pro%lem

S e r v i c e

' e s (

I n c i d e n t

Service

Support

KB


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ITI& v0 Su**ort and 1estore Triad

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41


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Pro2lem Management Process +lo#

42


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44


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Service 1e5uests

• A Service ,e9uests is<

– 1e5uest to do something "or a user

– A re5uest "rom a ;ser "or in"ormation$ or advice$ or

"or a Standard Change or "or Access to an IT

Service6

– 4=am*les:

@ Install an a%%lication on m! com%uter

@ 8%rade memor!

@ Password reset

• .T a $reak-#i) ++ o#ten less urent

4/


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1e5uest +ul"illment

• ,e9uest Ful#illment<

– Process res*onsi2le "or setting u* access to the

organi)ation(s com*uter systems6 4=am*les:

@ userids and %asswords@ authentication and authori(ation

• /an $e em$edded in Service ,e9uests

• But hel%s i# se%arate* dedicated %rocess<

– Streamlines *rocedures "or account creation and

levels o" access or authority6

– 4sta2lishes distinct on.2oarding *rocess

4,


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Service

Desk

4-

A Service Desk Model . 1edu=

E n d – U s

e r s Calls

Email

Voice mailChat

Walk-ins

I n t e r a c t i o n

Self-Service Incident

Service

Requests

Request

Fulfillment

Problem

Knowledge

RFIs

RFCs

(Change Mgt)


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Interaction – Initiating Process +lo#

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/0


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Change Mgt – ?igh &evel Process

/1


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8hat(s the Process *oint@

?h! create distinct Processes>

• .ne Answer< Manaement Metrics

• Leads to in#ormed decisions<

– 7rgani)ational Structure

– Investment Decisions

– Procedures > 8ork +lo#

• .r* more #undamentall!C

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"l


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1e"lective Questions

• Do !ou distinuish $etween incidents and

re9uests> :andle them di##erentl!>

• Do !ou collect metrics> Do the! drive !our

decisions> 5our 3ision>

• Do ,FIs com%romise !our data>

• Do !ou have consistent Interaction

Manaement> Scri%ts> Standard

reetins>

/4

h i


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Another 5uestion

:ow to et there>

• I# !ou choose to %ursue #ormal Processes<

• Im%lement as a %roHect

• .rani(ational /hane

– 1ecogni)e this is Cultural Change

– ;se an 7rgani)ational Change Model

//


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Questions

/,

[email protected]

http://www.wcunning.com


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/

i k d l d


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Service

Desk

/-

A Service Desk Model – Su**ort and 1estore

E n d – U s

e r s Calls

Email

Voice mailChat

Walk-ins

I n

t e r a c t i o n

Self-Service Incident Problem

Knowledge

I l i P M i Ch


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Im*lementing Process: Managing Change

=iht Staes o# Leadin /hane* ;ohn otter

4 /reate Sense o# 8renc!

6 /reate 0uidin /oalition

7 Develo% a /hane 3ision & Strate!

J /ommunicate the /hane 3ision

/9

Still M i Ch


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Still Managing Change

otters +Stae Process continued<

E =m%ower Broad+$ased Action

K 0enerate Short+term ?ins

/onsolidate 0ains and Product more ?ins

Anchor ew A%%roaches in the /ulture

,0


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Thrasher(s ,alue Chain

,.

7 S 8h t( th P i t@


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7$ So 8hat(s the Point@

Documents

2010 04 16 HDI Service Desk and Processes (1)