Bain lti slides hdi

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


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


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


Developer –

Private Equity

Sr. Developer -

Sankaty

Sr. Developer -

Sankaty

Developer - Sankaty

Business Systems

Analyst - PE


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)


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.


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


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


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


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


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


BainCapital



BainCapital



BainCapital



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


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


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.


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


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


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

[email protected]

Peter Dorfman

Principal Consultant Leveraged Technology Inc.

[email protected]