The Secrets to Service Desk Success
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Lorraine Brown discusses the secrets to successful service desk management. When she began managing the service desk in 2006, it was poorly regarded due to lack of communication and slow resolution times. She improved relationships between the service desk team and other IT teams through weekly meetings. This allowed issues to be raised and resolved collaboratively. Over time, additional improvements such as new systems, processes, and an emphasis on customer satisfaction helped the service desk earn a 4 star certification for excellence. Brown attributes the service desk's success to building strong relationships throughout the IT organization.
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The Secrets to Service Desk Success
- 1. SITS15 The Secrets to Service Desk Success Lorraine Brown Welcome
- 2. The Secrets to Service Desk Success • IT Service Desk Manager 2006 -‐ 2014 • 4 star Business Led Service Desk CerAficaAon • Awarded The Best Small Service Desk Team Lorraine Brown Award winning team
- 3. The Secrets to Service Desk Success 2006 – First impressions Lorraine Brown Impressions
- 4. The Secrets to Service Desk Success • Service desk team loved to communicate and work with the end user community. • End users loved the SD team • Calls escalated away from the desk – black hole • Delay with communica<on and resolu<on • End user community learned a lot about the various background support teams • They learned about the bo@le necks that in the escala<on process, and about the frustra<ons of the service desk team with those. The Service Desk team excelled in apologising and spent an awful lot of their =me doing this Lorraine Brown The way we were
- 5. The Secrets to Service Desk Success • SD disregarded • InterrupAons / not answer phones • Poor relaAonships • IT Services poor reputaAon Lorraine Brown Fresh eyes
- 6. The Secrets to Service Desk Success • Communicate • Build relaAonships at the Service Desk • Build relaAonships between the teams Lorraine Brown Weekly mee=ngs
- 7. The Secrets to Service Desk Success • Weekly meeAngs • List of issue • Call escalaAons Lorraine Brown Changes
- 8. The Secrets to Service Desk Success • RelaAonships started to develop • Answer phones • Small changes = big impact Lorraine Brown Moving forwards
- 9. The Secrets to Service Desk Success • Invite 2nd / 3rd line teams to weekly meeAng • SD Team working with background teams • Develop relaAonships and communicaAon Lorraine Brown Building relaAonships
- 10. The Secrets to Service Desk Success • T-‐shirts • New desks • New idenAty Lorraine Brown New iden=ty ready
- 11. The Secrets to Service Desk Success • New CIO • Focus on Service Delivery • Departmental restructure • ProacAve engagement, relaAonship building Lorraine Brown 2010 -‐ 2011
- 12. The Secrets to Service Desk Success • New Call Management System (CMS) • ITIL V3 process • Two stage incident management • Metric reporAng Lorraine Brown 2011 -‐ 2012
- 13. The Secrets to Service Desk Success • Service Desk CerAficaAon • Assessed / Audited • 3 Year program – 9 concepts • 4 Achievements levels Lorraine Brown SDC
- 14. The Secrets to Service Desk Success CONCEPT (inc. weighAng) May 2012 LEADERSHIP (10%) 2 POLICY & STRATEGY (10%) 1.25 PEOPLE & MANAGEMENT (10%) 2.36 PARTNERSHIP & RESOURCES (9%)) 1.56 PROCESSES & PROCEDURES (14%) 1.64 MANAGING PEOPLE SATISFACTION (10%) 3 MANAGING CUSTOMER SATISFACTION (20%) 1.0 PERFORMANCE RESULTS(15%) 0.8 SOCIAL RESPONSIBILITY (2%) 3.33 OVERALL SCORE 1.67 Lorraine Brown Assessment Audit !
- 15. The Secrets to Service Desk Success • No published staAsAcs • Poor metrics and reports • No self logging tool • Poorly documented policies & procedures • No formal service improvement program • No complaints process • No staff modelling tools..........and on and on Lorraine Brown Missing not in ac=on
- 16. The Secrets to Service Desk Success • Weekly project meeAngs • Frequent communicaAon with ITS staff • Expand / reduce project team when required Lorraine Brown Ac=on plans
- 17. The Secrets to Service Desk Success Lorraine Brown Star gazing
- 18. The Secrets to Service Desk Success Department meeAngs over several areas, OperaAonal, SM, 1-‐1, IT Dept, teams Staff bulleAn – sharing informaAon professional and personal Rewards schemes – home made cakes Fundraising events One Minute Survey, targeted surveys SuggesAon and compliment schemes SD Team of the month Regular schedule meeAngs with schools, service units, student groups ApprenAceship schemes All front service staff in corporate t-‐shirts Process & Procedures Knowledgebase Service catalogue........and on and on..... Lorraine Brown Moving towards success
- 19. The Secrets to Service Desk Success CONCEPTS(inc. weighAng) May 2012 Dec 2014 LEADERSHIP (10%) 2 4 POLICY & STRATEGY (10%) 1.25 4 PEOPLE & MANAGEMENT (10%) 2.36 3.79 PARTNERSHIP & RESOURCES (9%) 1.56 3.83 PROCESSES & PROCEDURES (14%) 1.64 3.5 MANAGING PEOPLE SATISFICATION (10%) 3 3.75 MANAGING CUSTOMER SATISFACTION (20%) 1 4 PERFORMANCE RESULTS (15%) 0.8 3.21 SOCIAL RESPONSIBILITY (2%) 3.33 4 OVERALL SCORE 1.67 3.75 Lorraine Brown We did it
- 20. The Secrets to Service Desk Success Weekly meeAngs – communicate and build relaAonships T-‐shirts / new desks create pride and image Introduce new CMS system Introduce standards ITIL v3 Use metrics to develop CIO Re-‐structure Invest in cerAficaAon programs Listen to the organisaAon Become one unit all driving towards the same goals Lorraine Brown All firsts
- 21. The Secrets to Service Desk Success • OLA – between teams • One IT • Volunteer scheme Lorraine Brown Working in harmony
- 22. The Secrets to Service Desk Success • 4 Star Business Led Service Desk CerAficaAon • Award winning IT Service Desk team Lorraine Brown Achievements
- 23. The Secrets to Service Desk Success Secrets? Never be afraid to give something a go Lorraine Brown The secrets
- 24. The Secrets to Service Desk Success Thank you QuesAons l.brown@assortedwcsd.co.uk Lorraine Brown At last!