3. An independent support operation creates
inefficiencies
In many IT service and support environments, the
Service Desk is managed independently from the
Desktop Support operations, contributing to
inefficiencies in providing support.
5. Gap between the teams compound the
problem
Service Desk
The Service Desk and Desktop Support Operations work independent of each
other, but often report to the same leadership
No unified approach or a common strategy/vision
No alignment of Metrics and Key Performance Indicators
Focused on own group – do not care what happens to others
Inconsistencies and lack of control in the support operations greatly contribute
to a negative end user experience
6. Resolving Level 1 incidents on first contact
is critical to everyone’s success
7. The Desktop Support’s view of the situation
Incidents are being processed through
Desktop Support when they could/should
be resolved by the Service Desk
Technicians are asked to resolve
escalated requests beneath their skill
level
Average cost of
Higher cost are associated with dispatching a technician
dispatching a technician when the is almost 3 times the
Service Desk could have resolved the cost of resolving in
issue Service Desk*
*Source: MetricNet LLC
Technicians perform tasks that divert
them from more strategic initiatives
8. The Service Desk’s view of the situation
Ownership of each contact needs to be established,
whether Service Desk escalates it or not
Some Service Desks do not retain ownership
of escalated calls & off-load the responsibility
When incidents are escalated throughout
the organization, one centralized group is
not overseeing what happens and/or
whether a timely resolution occurs
– “Lost” requests are increased
– End users become frustrated
– Absence of a Single Point of Data (SPOD)*
“Get it done at Level 1”
*Source: Jim McKennan, “The Service Doctor”
14. Process of integration leads to a better
career path & more efficient organization
Strategic
Career Path
Cross Training
Communication
Proactive
Performance
Metrics/Key
Performance
Indicators
People,
Contact Process &
Incident Management- Technology
Analysis/ Consistency
Reactive
Develop
Vision/ Problem & Control
Strategy Management
Independent Friendly Collaborative
Gap that exists between the teams
19. Evaluate and align performance metrics/KPIs
…Changes will “encourage” pro-active
behavior
…You must continue review,
enhance & modify metrics/KPI’s
…Calculate how cost
were reduced
20. Develop a plan to better communicate
to the teams
Communicate how the unified team will:
– Enhance customer support
– Add value to the business operations
– Financial impact of the changes
Share the news
– Team
– Management
– End user community
– “Campaign for better support”
26. Further Information
Working Along Can Get You in Trouble
– tomsmetana@technisource.com
– HDI SupportWorld
• May/June 2011 Issue
– http://www.nxtbook.com/nxtbooks/hdi/supportworld_2011050
26
Notas do Editor
Methods of Delivery Spherion has three options for depot support. Each of these options is described below. Option One: Standard Repair and Return When a hardware failure is determined, the help desk will provide shipping information to the user. Upon receipt of the failed laptop, a certified technician will diagnose and repair the unit within seventy-two (72) hours. The user will receive the SAME laptop back via overnight shipping. Option Two: Advanced Exchange Upon determination of a hardware failure, the Depot is notified of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM EST, a like unit, loaded with the client’s core image, will be delivered to the user anywhere within the continental U.S., on the following business day. With the laptop, a return air-bill will be included for shipment of the failed unit back to Spherion Mobile Products Service Depot. Upon receipt of the damaged unit, our technician will fulfill all warranty guidelines regarding the repair of the laptop. Following the repair, the system will be re-imaged with the client’s core image and returned to the spare pool. Option Three: Mission Critical Service This option provides the same support as Option Two, but the re-image of the laptop will include the user’s data files. As with Option Two, the help desk will notify the Depot of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM ET, a like unit, loaded with the client’s core image and the end users data, will be delivered on the following business day.
Methods of Delivery Spherion has three options for depot support. Each of these options is described below. Option One: Standard Repair and Return When a hardware failure is determined, the help desk will provide shipping information to the user. Upon receipt of the failed laptop, a certified technician will diagnose and repair the unit within seventy-two (72) hours. The user will receive the SAME laptop back via overnight shipping. Option Two: Advanced Exchange Upon determination of a hardware failure, the Depot is notified of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM EST, a like unit, loaded with the client’s core image, will be delivered to the user anywhere within the continental U.S., on the following business day. With the laptop, a return air-bill will be included for shipment of the failed unit back to Spherion Mobile Products Service Depot. Upon receipt of the damaged unit, our technician will fulfill all warranty guidelines regarding the repair of the laptop. Following the repair, the system will be re-imaged with the client’s core image and returned to the spare pool. Option Three: Mission Critical Service This option provides the same support as Option Two, but the re-image of the laptop will include the user’s data files. As with Option Two, the help desk will notify the Depot of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM ET, a like unit, loaded with the client’s core image and the end users data, will be delivered on the following business day.
Methods of Delivery Spherion has three options for depot support. Each of these options is described below. Option One: Standard Repair and Return When a hardware failure is determined, the help desk will provide shipping information to the user. Upon receipt of the failed laptop, a certified technician will diagnose and repair the unit within seventy-two (72) hours. The user will receive the SAME laptop back via overnight shipping. Option Two: Advanced Exchange Upon determination of a hardware failure, the Depot is notified of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM EST, a like unit, loaded with the client’s core image, will be delivered to the user anywhere within the continental U.S., on the following business day. With the laptop, a return air-bill will be included for shipment of the failed unit back to Spherion Mobile Products Service Depot. Upon receipt of the damaged unit, our technician will fulfill all warranty guidelines regarding the repair of the laptop. Following the repair, the system will be re-imaged with the client’s core image and returned to the spare pool. Option Three: Mission Critical Service This option provides the same support as Option Two, but the re-image of the laptop will include the user’s data files. As with Option Two, the help desk will notify the Depot of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM ET, a like unit, loaded with the client’s core image and the end users data, will be delivered on the following business day.
If after all of that you still have too big a set or choices – choose FCR There is a lot of power in “Shifting work left” to lower cost resources where it makes sense This must be supported by Knowledge management, documentation, training, culture, systems – but has tremendous value, both hard cost and soft costs Support costs : FCR is an indicator of how efficiently and effectively the service desk operates. If calls are being escalated and resolved by other support groups, the cost of support increases. Business productivity: FCR is also an indicator of business productivity. The more calls that are resolved during the initial contact, the less time it takes to resolve an incident, allowing the end user to get back to work and continue delivering value to the business. Value opportunity: Root cause analysis will identify areas where the service desk can add additional value. This is accomplished by analyzing escalated incidents and identifying those that could have been resolved by the service desk. Depending on the incident type, the service desk may need additional training, skill set enhancement, or access to applications, tools, and/or processes used by other support groups.
If after all of that you still have too big a set or choices – choose FCR There is a lot of power in “Shifting work left” to lower cost resources where it makes sense This must be supported by Knowledge management, documentation, training, culture, systems – but has tremendous value, both hard cost and soft costs Support costs : FCR is an indicator of how efficiently and effectively the service desk operates. If calls are being escalated and resolved by other support groups, the cost of support increases. Business productivity: FCR is also an indicator of business productivity. The more calls that are resolved during the initial contact, the less time it takes to resolve an incident, allowing the end user to get back to work and continue delivering value to the business. Value opportunity: Root cause analysis will identify areas where the service desk can add additional value. This is accomplished by analyzing escalated incidents and identifying those that could have been resolved by the service desk. Depending on the incident type, the service desk may need additional training, skill set enhancement, or access to applications, tools, and/or processes used by other support groups.
Methods of Delivery Spherion has three options for depot support. Each of these options is described below. Option One: Standard Repair and Return When a hardware failure is determined, the help desk will provide shipping information to the user. Upon receipt of the failed laptop, a certified technician will diagnose and repair the unit within seventy-two (72) hours. The user will receive the SAME laptop back via overnight shipping. Option Two: Advanced Exchange Upon determination of a hardware failure, the Depot is notified of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM EST, a like unit, loaded with the client’s core image, will be delivered to the user anywhere within the continental U.S., on the following business day. With the laptop, a return air-bill will be included for shipment of the failed unit back to Spherion Mobile Products Service Depot. Upon receipt of the damaged unit, our technician will fulfill all warranty guidelines regarding the repair of the laptop. Following the repair, the system will be re-imaged with the client’s core image and returned to the spare pool. Option Three: Mission Critical Service This option provides the same support as Option Two, but the re-image of the laptop will include the user’s data files. As with Option Two, the help desk will notify the Depot of the service event and the user’s address. If a failed unit is reported to the depot by 3:00 PM ET, a like unit, loaded with the client’s core image and the end users data, will be delivered on the following business day.
Scalability. Spherion solution can expand and contract based on the unique needs of the customer’s environment. Platform Impartial. Because our solution is vendor-neutral, Spherion can easily provide support in a multi-vendor environment. And because we are a services company, not an equipment manufacturer, we can make recommendations within the environment based on the needs of the customer, not the need to sell more products. Customized Process. Spherion’s proven best practices are used to enhance our customers’ existing processes. Our solution optimizes each clients existing process to improve uptime and productivity over time. Service Levels. Spherion’s solutions are designed to place higher service levels on critical items. This means that the customer determines what parts of their applications and hardware deserves premium support, without paying for unnecessary coverage.