our journey to a shared virtual service desk (289132711)

8/20/2019 Our Journey to a Shared Virtual Service Desk (289132711)

http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132711 1/2

Developing the

Shared ProcessesStart with a Best Practice Baseline

• Started with ITIL,PMI,and ISO

Refine Together

• 3-dayWorkshopSessions

• RepresentativesParticipationfromeach EarlyAdopting Unit

• Established Initial Tool Requirements

Review• IT CommunityPeer Review• Delphi Method• 3Rounds

• Continuing ProcessAudi ts

PennStateIT

SharedProce dures

10

Establishescommon

standards

PennStateIT

Unit Procedures

11

Document unit-levelneedswithin shared

procedures

Description

How a large, decentralized,

multi-campus, research

institution approached, and

is implementing a Shared

Virtual Service Desk to create

efciencies, improve decision

making, and support higher

education's global mission.

Outcomes • Understand the strategicimportance of a Shared VirtualService Desk

 • Learn a collaborative approach tohelp your institution (or organization)adopt new ways of working

 • Identify strategies to help yourinstitution (or organization) navigateimplementing a Shared VirtualService Desk

Dive Deeper 

http://smo.psu.edu

Identify

Collaborators

Largest Cost-recovery Unit’sIT Service Desk

• Outreach (and Online Learning)Information Technologies

• ~60Staff,24/7

• Highest ITSM maturity

Largest Provider ofCentralized Services

• Information Technology Services• ~600Full-time staff,24/7

College Support Provider• Smeal College of Business

Research,In struction and Information Technology• ~30Full-time Staff

Large Campus Service Desk

• Penn State Harrisburg InformationTechnologyService Desk

• ~20 Full and Part-time Staff

Small Campus Service Desk• Penn State York Service Desk• ~4Full-time Staff

PennStateIT

SharedPolicy

8

Defineshigh-level

guidelines

PennStateIT

SharedProcessFlow

9

Alignstobest prac6ces

8/20/2019 Our Journey to a Shared Virtual Service Desk (289132711)

http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132711 2/2

Our Journey to

Shared Virtual