ITSM @ QUT Patrick Gordon

Senior Business Systems Analyst @p_gord

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

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

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

About QUT 40,000 students 8,000 staff 600+ IT Staff in 50+ teams 264,000+ users in ITSM tool

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

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

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

Challenges

Lots of stakeholders Time constraints Managing expectations

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

Benefits Better client experience Up-to-date tool Better process integration Meet review recommendations

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

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

SS Stats

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

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…

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

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

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

Post-project initiatives

Change mgmt. Knowledge mgmt.

Config mgmt.

Reporting

Upgrades Surveys

Process workshops Phone system Enhancements

Lessons Learned

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

Lesson Learned #1

Providing self-service is one thing. Providing good self-service, is another.

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

Lesson Learned #2

When something doesn’t work try to avoid extremes.

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

Lesson Learned #3

Enthusiasm and momentum get stuff done.

GoSoapBox Link: https://app.gosoapbox.com Access code: sm15

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