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uOttawa.cauOttawa.ca

Centre de services TI | IT Service Desk• Rencontre IT Reps, oct 26 | IT Reps Meeting, Oct 26th

Présenté par : Jean-François Dion | Presented by: Jean-Francois Dion

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uOttawa.ca

Quick Agenda

• Some of our accomplishments• Last annual report statistics • Team structure• Initiatives 2017-2018

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uOttawa.ca

Accomplishments

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uOttawa.ca

Accomplishments• Implementation of a public knowledge base for uoCampus

– Search capacity– Bilingual– Statistics on the usage– User friendly– Easy to maintain and update information– Links can be easily shared– User can share comment on articles– First step in building a self-help portal– Available to all users– Only uoCampus-uoZone content was build in phase I– 110 articles (x2 for bilingualism)– Build directly in ServiceNow

Public Knowledge Base

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uOttawa.ca

Accomplishments Public Knowledge Base

http://uottawa.service-now.com/connaissance-knowledge/

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uOttawa.ca

Accomplishments• Development of a new support structure for uoCampus

– Definition of the various tiers of service– Worked closely with SEM and IT Solution– Service Desk now supporting educational questions and not only IT– Service Desk staff received uoCampus training– Training sessions on ServiceNow were offered to more then 100 FTE– Structured ServiceNow and 6555 to provide support

uoCampus Support Structure

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uOttawa.ca

Accomplishments

• Improvement of the ITSM environment (ServiceNow)– Reviewed the various emails that support incident management– Modified the ServiceNow incident form with new fields– Creation of the ServiceNow Change Committee– Update our version of ServiceNow to the newest one

• Another upgrade is planned by the end of the year

– Improvement of the incidents resolution processes– Implement standardized answers for our clients (templates were

created)

ITSM Improvement

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uOttawa.ca

Statistics

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uOttawa.ca

Statistics May 1, 2016 to April 30, 2017

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uOttawa.ca

Statistics May 1, 2016 to April 30, 2017

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uOttawa.ca

Statistics May 1, 2016 to April 30, 2017

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uOttawa.ca

Statistics May 1, 2016 to April 30, 2017

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uOttawa.ca

Team structure

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uOttawa.ca

Team structure

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uOttawa.ca

Initiatives 2017-2018

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uOttawa.ca

Initiatives 2017-2018

• Launch our new Service Portal– Replace the IT Online Request Form – Phase 1– User to be able to view their active tickets– Improving automated processes

• Give access to more and more self-serve documentation– More knowledge base articles– Implementation of KCS at the Service Desk

• New SLA for faculties and services– Standardize service offer– List of all basic services offered by IT– Premium package for Second Level Support

• New harmonized support structure for the Learning Center– In collaboration with the library support staff