3 Tips to Take Your Service Desk to the Next Level – Session 103

Ryan Ogilvie

A bit about me…

Client Services Supervisor at Inter Pipeline

Service Management Practitioner since 2006

Twitter:@ryanrogilvieBlog: Service Management Journey

Linkedin: https://www.linkedin.com/in/ryanogilvie/

Objectives

Understand your current state

Apply 3 Tips

1. Analytics

2. Business Focus

3. Communication

Continually improve

Mindset Shift = Improvement

3 Tips

1. Analytics

2. Business Focus

3. Communication

Keep it simple

Understand your Current StateUnderstand through communication:

What you are doing well / not doing well

Clarify details and examples

Talk to your service desk, business and support teams

Figure out your constraints

Through this discovery you cannot take this personal

Understand your Current StateQuantify through metrics:

What you are doing well / not doing well

Do you have the right people doing the right work?

Figure out your constraints

Be as objective as possible

Understand your Current State

Why is this important?Think of this in practical terms

You want to take a trip somewhere

You need to be able to roadmap your strategy

What We Did To Understand Our Current StateOur Current State

• The business was not happy with support

• The business did not think that IT could facilitate their goals

• IT did not feel that they were valued

• IT did not know what direction to take

What We Did To Understand Our Current StateI spoke with 101 people from the business and asked:

• When an issue arises what is the response time like?

• When you need something what does the service desk do well/not so well?

• Where could we improve?

• Is anything missing from the service experience?

What We Did To Understand Our Current StateI spoke with IT support and asked:

• When an issue arises how are escalations handled?

• Do you feel the work you are doing is contributing to business goals?

• Where could we improve?

• Is anything missing from the service experience?

How do we Improve?

Apply Simple ABC’s

Analytics

Business Focus

Communication

Analytics

Determine the ‘Why’

Assess the current state

KPI’s to support business outcomes

Needed to improve service delivery

Current state – unsatisfactory speed, poor quality, lack of communication

Validate the experience above and set realistic targets for improvement

Our Organization

Analytics

Resolution Rates – Reduce resolution rates to increase customer satisfaction and lower the cost per contact

Volume of Tickets – Ensure that resourcing matched volume of work and that value was added for the business

Assignment by group – Outline that the right teams were doing the right work to ensure

KPI’s to Support Business Outcomes

What We Found

Resolution Rates – 332 hours on average – No prioritization

Volume of Tickets - 816 ‘tickets’ per month – Not all work recorded

Assignment by group

– Service Desk 39%

– Infrastructure 55%

– Application Support 6%

What We Did

We set goals and a built a strategy for improvement based on:

Resolution Rates – determine appropriate resolutions by priority

Volume of Tickets – Ensure all work was recorded – no small tickets

Assignment by group – Ensure all work was assigned to appropriate teams

Business Focus

Are you Strategically Partnered with your BusinessUnderstand your business objectives

Understand how your business works – Business Acumen

Are we providing fit for purpose service delivery?

Business Focus

Focus on the Service Desk as a Capability not a Team

Don’t think of the Service Desk as an entry level job

Service desk staff need to be better enabled and supported

Get them to be a part owners of the improvement initiatives

Communications

Its Also About Listening

Communications

Not All Conversations Will Be Easy

Get to it straight on – don’t shy away

Find out the root of the frustration

You might not be able to fix it but plan a follow up session on some level

Communication

People Like to be Treated Like… People

Do not underestimate the ROI of a coffee

Have regular discussions with your business

The more regular this is the less scheduled it appears

Communication

Don’t Forget to Communicate Internally

Internal Support people are people too… don’t forget about them

Leverage communication to bridge the gap between support

Continuous Improvement

The common theme here is all these improvement streams intersect

Make small iterative improvements

Keep the discussion going

Analytics

Business FocusCommunication

From Then to Now

Service Obscurity 2016

No communication

Low quality work

No prioritization

Trusted Advisor 2017

Regular business touchpoints

High quality – low re-open rate

Focus on the right things right now

From Then to Now

Service Obscurity 2016

Resolution rates 332 hours on average

Front Line Resolution 39%

Inability to resource effectively

Trusted Advisor 2017

Resolution rates 121 hours on average

Front Line Resolution 79%

Ability to quantify all resources

Questions?

The Current State

3 Tips to Take Your Service Desk to the Next Level

Understand through communication: What you are doing well / not doing well Clarify details and examples Talk to your service desk, business and support teams

Quantify through metrics: What you are doing well / not doing well Do you have the right people doing the right work?

Analytics Determine the ‘Why’ Assess the current state KPI’s to support business outcomes Business Focus Understand your business objectives Understand how your business works – Business Acumen Are we providing fit for purpose service delivery? Communication It’s also about listening Not all conversations will be easy Communicate internally

Continuous Improvement

Make small iterative improvements The ABC’s intersect Keep at it!