moving desktop to proactive using self help and the ... · moving desktop to proactive using self...
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Moving Desktop to Proactive using Self Help and the
Service Catalog
Session 801
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• 2009 and 2016 Team Excellence Winner
• 2016 Inaugural member of HDI Hall of Fame
• Top three finalist for the HDI Knowledge-Center Support award
• HDI Track Chair
• HDI & Fusion Conference Speaker
• HDI Desktop Support Advisory Board
• HDI Member Advisory Board
• HDI Southeast Regional Director
• President and Chapter Advisor of Skyway HDI Local Chapter
• ITIL V3 Foundation
TECO Energy Company Overview
• Support several TECO Energy Companies (Florida and New Mexico)
• 24 analysts (Service Desk, Field and 3rd level)
• 4500+ team members
• 250+ applications
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WHY KCS?
• First Contact Resolution stayed at 71%
• Information stored in different places
• Different solutions for the same issue
• Too long for a Service Desk analyst to be efficient on the phone
• Aging work force
• Knowledge transfer
• New applications being onboarded with no information
• No self service
Quick overview of our KCS Journey!
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RESULTS!
• First Contact Resolution– FCR @ 80%
• Information stored in one place
• Use the same solution repetitively
• Time for a Service Desk Analyst to be efficient on the phone from 4-6 weeks to less than 10 days
• Aging work force transferring knowledge
• Knowledge transfer from all levels
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RESULTS!• New applications are
onboarded with ready information
• Self Service is now available
• Customer Satisfaction continues to increase
• Tag line “Knowledge without Borders”
• KCS Dashboard
KCS Dashboard
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Our journey continues…What’s in it for Desktop Support?
Our journey continues…• Continuous KCS Awareness for all of IT
• Writing KCS articles is not a one time process
• Continuation of new articles written by the Service Desk and Desktop Support Analysts and 3rd level support
• Problem Management reviews• Dr. House reviews
• Desktop Support has a seat on the project teams (documentation provided to SD to better prepare them for onboarding of new applications)
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Our journey continues…..• Desktop Support has a better relationship with IT and our internal
customers
• Frees up application support for more proactiveness instead of being in reactive mode to resolve issues
• To avoid repetitive tickets, Desktop Support identifies application training that is needed for the Service Desk so they can visually see how the app works
• Education - lunch and learns on the use of KCS/Self Service
• Creation of Self Service
• Hackathon participation
SELF SERVICE
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Taking ‘ISolveIT’ one step further…….Introducing IFixIT
Hackathon• Create a theme
• What is your primary focus?
• Get the right people on the bus (Desktop Support, Application Support team, etc)
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What’s trending with Desktop Support
Desktop Support Trends• Many organizations have Remote/Virtual Desktop Support teams.
• Desktop teams are redefining their services and formalizing them.• Concierge Services (Geek Bars, Service Desk Bars)• Consulting Services• More companies are making these services available through the Service Catalog
• Process automation or robotic process automation (RPA) (ex. Hackathons)
HDI Desktop Support Advisory Board
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Automate Routine Requests & Using the Service Catalog
Source: UC Davis and University of CA, Santa Cruz service catalogs
The Service Catalog
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The Service Catalog
Focusing on the Customer Experience• Desktop support organizations are opening the doors to their end users
and inviting them into the “back room” as a way of encouraging more face-to-face contact and improving the customer experience.
• Gartner summed it up like this: “Implement walk-up services to improve the user experience and promote self-sufficiency; do not implement them to reduce costs.”
• Walk up desks, road shows, kiosks, etc.
• There is more of a focus on the overall customer experience.• Skills• Initiatives• Surveys
HDI Desktop Support Advisory Board
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Desktop Support Trends• Desktop teams are playing larger parts in processes outside
of Incident Management like:• Change Management
• Project Management
• Knowledge Management
• Business Relationship Management
HDI Desktop Support Advisory Board
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Tips
• It’s important to follow the trends in the industry AND in your own company!
• Defining services, understanding work effort, and “getting out of the reactive grind” helps the team to manage the workload and to better set customer expectations.
• Continually evaluate your team’s work and your service delivery options and potential opportunities.
• The earlier your team is involved in Design and Transition processes, the less reactive they will be and the better the services.
• Prepare your team – processes, training, automation, etc.
Desktop Support Take aways
By this time, your Desktop Support analyst should be:
• Educating your customers on KCS (Partnerships)
• Spending more time on projects and problem management
• Mentoring to Service Desk Analysts
• Providing training to Service Desk and customers
• Improving Work/life balance – Taking uninterrupted PTO without being called
• Attend formal training
• Providing the opportunity for cross training – career development
• Improving Self Service