client service, it(il) best practices & request tracker on a federated it campus click click
TRANSCRIPT
CLIENT SERVICE, IT(IL) BEST PRACTICES &
REQUEST TRACKER ON A
FEDERATED IT CAMPUSC L I C K
http:// ist.uwaterloo.ca
Peggy Day, Manager Service Desks
Lisa Tomalty, Manager Customer Relations and Support
AGENDA• Overview• IT Best Practices (ITBP) Project
Goals
Customer service connection
Progress
Other connections...• Request Tracker 4 (RT4) Implementation Project
Goals
Customer service connection
Progress
Other connections• Service Desk Initiatives group
Mission
How?
Progress
Impact
• Summary/Questions/Contact info ….
OVERVIEW
• Federated approach to IT service and support
• Campus IT projects/initiatives: IT Best Practices (ITBP) Project
Request Tracker 4 (RT4) Implementation Project
Service Desk Initiatives group
• Endeavour to bring campus IT units together to share in discussions and planning
IT BEST PRACTICES (ITBP) PROJECT
Campus wide IT project
ITBP GOALS
• The ITBP project endeavors to Examine three key IT processes*
Define new best practices using ITIL as a resource
Goal: improve value of the related IT services
Share recommendations with management, campus IT committees and dependent projects
• Increased capability and productivity of IT staff• Improved systems/applications availability • Improved campus IT collaboration/communication• Clearer roles and responsibilities/terminology
*Change Mgmt, Service Ops, Knowledge Mgmt
WHAT IS ITIL? ( INFORMATION TECHNOLOGY INFRASTRUCTURE L IBRARY)
• ITIL can be a resource for effective IT Service
Non-prescriptive (can use parts)–”ITIL-lite”
Framework of “suggestions” for managing IT services
Provides approaches/models/etc.• E.g. Continual Service Improvement (CSI)
Validated across many other organizations
• Customer focused Focus on providing the value to customers
CUSTOMER SERVICE CONNECTION• Service Operations
Messaging to users from RT4
Improve efficiency, turnaround time, transparency
Ensuring user requests are owned; reminders
Prioritization
• Knowlege ManagementKnowledge Base
• Share info/solutions between IT units improves quality of service• Improve efficiency when solving user requests• Allow users to search public knowledge base
Examine and make recommendations around ways information is stored and accessed
• Change ManagementEnsure systems are available AMAP
Ensure good communications with customers/users/other IT staff when changes occur
PROGRESS
• Initial processes have been chosenChange Management (CM)
Service Operations (SO) (generally at first)
Knowledge Management with focus on Knowledge Base (KB)
• Planning/timelines are complete• Discussions on the three processes in progress• Initial recomendations for KB complete• Initial recommendations for SO complete pending
team approval• CM is developing recommendations
And using current CM initiative as case study
OTHER CONNECTIONS
• Part of an emerging service quality program of projects:
ITBP
RT4 Implementation (dependent on ITBP)
SLA
Asset Management
Service Catalogue (TBA)
Others (TBA)
• Recommendations from ITBP willBe passed to RT4 project (KB, SO, some CM (e.g. Service Updates))
Influence emerging IT Service Quality Program
REQUEST TRACKER 4 (RT4) IMPLEMENTATION PROJECT
Campus wide IT project
GOALS
• Enable IT units to share/collaborate on IT incidents, requests, problems
• Leverage new functionality of RT4• Move request forms to RT4, ensure usability/accessibility• Provide training, documentation and communication• Expand use of system to other IT units on campus• Implement recommendations from ITBP and previous RT
Investigation Project• Shared knowledge base
ADDITIONAL GOALS
• Shared administration and development• Ability to integrate with asset management and
other systems• Future integration with Service Catalogue
CUSTOMER SERVICE CONNECTION
• Improved IT service support throughUser request interface
Efficiency • Training “issue solvers”• Workflow/linked tickets• Knowledge base• Prioritization/escalation• Future integrate with asset management and
other systems
Collaboration between and within IT groups
• Eventually self serve knowledge base
PROGRESS
• Development and production systems• Testing• Training/Documentation• Knowledge base (“Articles”)• New user request forms• Recurring tickets• Tools investigation for synchronizing accounts/groups
with AD/LDAP• Reporting/metrics investigation/planning (using
Cognos reporting tools)• Shared queue administration • Customizable email templates
PHASE 2
• New Features (e.g. workflows, escalation)• Migrations• Make operations and upgrade
recommendations • Searching: improve UI and/or “canned”
searches• Metrics• RT Administrator’s group• Ongoing training/documentation
OTHER CONNECTIONS
• Dependencies ITBP (criteria)
Cognos 10 Reporting tool (metrics)
• Future integration with Service Catalogue
Asset Management
SLA project (SLA plug in)
SERVICE DESK…
• clip…
https://uwaterloo.ca/information-systems-technology/services/computing-help-information-place-chip
MEMBERSHIP
• This group has representation from all faculties and most IT units on campus
• Grew out of an already existing campus wide group of IT user support professionals
Service Desk Initiatives Group
• IT Service Desk collaboration • To allow members to focus on improvements
and new initiativesService improvement
Shared documentation and training
Advertising/marketing
Communication (e.g. new web site)
Tools and solutions
HOW DO WE DO THIS?
• Regular meetings ( one per term)• Presentations from specialized service areas• Tracking emerging initiatives• Co-op training
All faculties and departments are invited
2 days in length
Covering everything that a new co-op would need to know
Includes customer service training
Social events that everyone is invited too
IMPACT
• Positive impact on IT services and support across campus.
Collaboration• Improved interaction between faculties and IST, as well as
after hours service desks (library and residence)
Customer experience• Positive feedback from clients regarding referrals done by the
service desks on their behalf
Service quality• Services across the campus have improved through good
interaction between units
FEEDBACK
• Good buy in from all facilities• Co-op training is very well received
“What I saw was a well put together series of appropriate material for our two co-op students (and me!). Please pass on my compliments to all involved in setting this up and count me in for upcoming terms. C Holmes CECA”
SUMMARY
• Federated IT initiatives take more time but…Collaboration
Sharing
Raising awareness
Inclusive
• Keep in mind collective end goalsService quality
IT value
Customer experience
