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Queen Mary University of LondonCertification Audit
Lead Auditor: Barclay Rae
19th December 2018
www.servicedeskinstitute.com
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To inspire service desks to be brilliant
Shine: by demonstrating and delivering exceptional business value
Embrace: best practice to raise the quality of service delivery
Engage: with customers to create an inspiring and engaging service experience
Invest: in and empower their teams to be inspired, take action and be better
SDI Mission
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• Is the focal point for the delivery of IT services - and is supported by other back office and support groups
• Is regarded and actively supported by management as a valuable asset
• Has very high levels of customer advocacy and satisfaction ratings
• Is seen as an aspirational / positive place to work
• Has a structured consistent approach
• Measures itself to constantly improve service quality
A Brilliant Service Desk?
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• Not joined up to the organisation they work for – IT and business
• Focussed on incident processing rather than customer experience
• Over-focussed on SLAs and KPIs – or the wrong ones
• Offering single approach for all
• Is not in control of its performance levels, motivation, morale
• Not embracing new technologies and ways of working
Service Desks falling behind…
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Certification – the model
INTERVIEWS
ENABLERS RESULTS
People
&
Management
Policy
&
Strategy
Partnerships
&
Resources
People
Satisfaction
Results
Customer
Satisfaction
Results
Social
Responsibility
Results
LEADERSHIP
PROCESSES
&
PROCEDURES
KEY
PERFORMANCE
RESULTS
INNOVATION & LEARNING
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The Maturity Model
Must achieve a minimum score of 2.3 for each concept
2 x 4* + 5* Consultative review
3.75 – 4.0
3.1 – 3.74
2.5 – 3.0
0.5 – 2.4
www.servicedeskinstitute.com
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The Programme
Assessment Group Interviews
Consensus Agreement
Certification AuditGroup + Individual Interviews
Objective Evidence
Surveillance Audit Group + Individual Interviews
Objective Evidence + Improvement
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Observations
• Generally positive across most areas…
• A lot of improvement activity
• Processes, reporting, policy, people, feedback mechanisms, vision/mission
• Positive programmes/initiatives JTSE, SL, etc
• Good/developing BRM focus
• Good team and people – positive atmosphere
• Generally good customer feedback – acknowledging improvements
www.servicedeskinstitute.com
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Observations
• PO closing activity – impacts on IT / Service Desk services
• Service Catalogue / SLM to develop
• Need to continue to grow use of self-service
• Some feedback on ‘black hole’- may be legacy
• Toolset – functional, needs development/change for digital development
• Need more awareness of new models Agile/DevOps
• Continue to develop metrics, reporting and value demonstration
www.servicedeskinstitute.com
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Preliminary Results: Queen Mary University IT
2.752.57
2.94
2.46
3.02 3.05
2.79
2.46
3.60
0.00
1.00
2.00
3.00
4.00
M
A
T
U
R
I
T
Y
2.3
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Concept SDA Audit
Leadership 2.33 2.75
Policy & Strategy 1.78 2.57
People Management 2.33 2.94
Resources 2.12 2.46
Processes & Procedures 1.45 3.02
Managing Employee Satisfaction 2.65 3.05
Managing the Customer Experience 0.71 2.79
MI & Performance Results 1.1 2.46
Social Responsibility 3.4 3.60
Preliminary Results:
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1.68 2.78
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Queen Mary University of London ITS Certification AuditProvisional
Your Certification rating is 2-star
SDI are delighted to certify Queen Mary University of London IT Service Desk as a 2-star (Proactive) certified desk
Summary
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Recommendations
• Continue to develop quality and maturity – Shift left, JTSE,teambuilding
• Try to remove non IT tasks
• Focus on data and service catalogue requirements fornew/upgraded ITSM toolset
• Potential to achieve 3 star - Customer-led – certification in 2019
www.servicedeskinstitute.com
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