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Does 7 go into 1. Elaine Cross. Service Desk Celebration. The Curtin IT Services Service Desk officially opened 30 th November 2009. Happy Anniversary. The SD Team. Why did we do it?. - PowerPoint PPT Presentation

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PowerPoint Presentation

Elaine CrossDoes 7 go into 112/8/2010Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JToday I will be talking about how Curtin University consolidated 7 Helpdesks into a single CITS Service Desk

Todays presentation will help provide a roadmap; an indication of the timeframe it takes to pull this together; and what the benefits are from a Business perspective.

1The Curtin IT Services Service Desk officially opened 30th November 2009.

Happy Anniversary

The SD Team Service Desk CelebrationCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JIT IS EXACTLY 12 months ago TO THE DAY - since we opened Curtins IT Service Desk. Id like to share my celebration of this with you

Here are some photos over the last 12 months including the official launch, CITS Expo and regular staff functions where we invite IT staff from other teams to get to know the SD staff.

Its been wonderful to see a really strong culture in the SD towards customer service

2 Why did we do it?Curtin University has attained tangible Strategic Benefits from implementing a single IT Service DeskCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JI suppose the first question is Why Why Do It? And our CIO always says Strategy Determines Structure

Curtin University has been able to get tangible strategic benefits from implementing a Single CITS Service Desk

The consolidation of Helpdesks into a single Service Desk has:reduced Duplication, and provides a single point of contact for all CITS Services. It ensures consistent helpdesk service levels for all areas of the University. It is would also provides a CITS Communications hub and is a support foundation for transformational projects.

The following 3 Slides provide some background to this decision:

3 De-Duplicated Effort

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JPrior to 2008 IT was devolved at a Faculty or in some case at a School LevelThere were 4 Faculty Helpdesks, 1 Vice-Chancellery Helpdesk, 1 AV Helpdesk and 1 Telecommunications Helpdesk. Two of these Helpdesks provided face-to-face support at a counter, the others didnt

Previously Incidents were managed at a local level and then contact was made with central (which was IMS) to see if there were any known wide-spread problems or to see if they were aware of a server down or part of the Network down In essence Incident management was haphazard with multiple areas involved on occasion, but no-one area in control of it.

Different Tools and processes were used across the Various groups and each area Re-Invented the Wheel each time changes needed to occur

4 Consistent User Experience

Full wireless supportLimited wireless supportFull AV supportLimited AV supportCall queue / overflowVoicemailEngaged; try againDial 1111Dial 2222Dial 3333Dial 44448:00AM 5:00PM8:30AM 5:30PM8:30AM 4:30PM?????Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JFrom a Curtin Staff members perspective it was difficult to know who to call for what IT Service

But in a broader sense different Faculties provided different ranges and quality of service. So the User experience varied depending on where they came from.

Some IT support was School-based and they didnt have a Helpdesk so staff had to either leave a message if they weren't at their desk, or try and locate them, or wait until the next day if they were off sick. Some Faculties provided AV support others didnt. Some provided Webpage development services others didnt etc

Some Helpdesks had phone queues others you had to call back later if the phone was busy AND most of the Helpdesks had different opening hours

There was very little or sporadic communication across the IT groups or out to Curtin Staff letting them know what was going on if there were problems and when it might be resolved

The process of establishing a Service Desk ended up flowing through Tiers 1, 2 and 3 and it has had the effect of standardising and this has reinforced predictability and raised the quality of the user experience.

5 Consistent User Experience

Full wireless supportFull AV supportIntelligent callqueuingOne stop shopDial 9-0007:00AM 9:00PM(during semester)Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301J6 Foundation for TransformationPlatformFocusValueICTto allowonwithDeliveringCAPABILITYTECHNOLOGY

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JA Single IT Service Desk has been a Foundation for Transformation

Whilst this wasnt an outcome we envisaged to start off with, it has positioned us to respond to the dramatic changes arising from Cloud and Social computing.

The single CITS Service Desk gives us the base for rolling out services in a uniform and consistent way eg Windows7 MOE over the next 6 - 9 months, with the SD Providing the support needed for successful Change Management.

Combining Teams has enabled staff to be redeployed to investigate and implement new initiatives and services that enhance business value.(There originally was 14 Helpdesk Staff, 5 Telecommunications Helpdesk/switchboard staff plus the face-to-face student helpdesk counters in the 3 open access computer labs and two Faculty lab support counters.Student Helpdesk staff numbers remain the same but we now have 8 Service desk officers, 1 senior SD officer, 1 Incident/Change coordinator, and 1 team leader).

The process of Single Service Desk Implementation helped form a culture of Business and IT collaboration for the collective benefit of the university eg the selection of DELL as the single Supplier contract for Curtins corporate computers will help save the University money as well as help standardise the fleet over time.7 What did the Project delivered?Curtin University has a single Point of Contact for ALL IT and AV ServicesCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JWhat has the Project delivered..Ill cover this in the next two slidesBut another outcome of the Service Desk Implementation has been CITS now has a customer focused team, dedicated to continual improvement

8 Combined 7 Helpdesks into 1

Call ONE numberStatusServiceofferingsAnand !FAQWeb formCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JBy Combining 7 Helpdesks into a single IT Service Desk we now have:

- a Single Phone number Nine-Triple-Zero (9000)- to contact CITS for IT Support, Information or other IT Services.- The CITS Website has been updated to reflect our Service Catalogue. Calls can be logged via a webform on this website AND theres Self Service Features. - The Service Desk is also responsible for ensuring the Service Availability page is kept upto date.- The SD is CITS Communication Hub for Broadcast messages eg for Scheduled maintenance outages or Unplanned outages as well as other CITS Information in relation to Incident management- The combined teams have enables us to be able to extended support hours during teaching semesters (7:30am 9pm) which is something a # of academics having been asking for for sometime

9 Centrally Located Service Desk

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JThe Service Desk is centrally located on the Bentley campus, and we provide a Counter service

Staff can loan AV equipment from the Service Desk so there is a portable equipment AV store just behind the Service Desk counter area.

Theres a dedicated display area where staff can sample the technology available through the DELL single Supplier contract

LCD screens in the Service Desk area provide real time information on calls in queue, time in queue, dropped calls and Service calls and Incidents nearing deadline or breaching SLA so this is easily visible to all SD staff and management

For customers to get optimal experience when calling the Service Desk we implemented a new call management system.Some of the additional features have been auto-population of staff information, lead-in messaging and call-back features, and call statistics

10 How did we do it?Developed Strategies to get People On-board, with a Solutions Focus

Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JIt certainly was a big Challenge and there were many people who said It Cant Be Done So We developed some Strategies

11How did we do it?FacIT MgrClientsProjectIT StaffProvided solutionsMinimum standardsrequiredCritical links !+ Location, Determination, and Marketing! Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider Code 00301JWe Developed Strategies that Got People on Board with a Solutions Focus

PREPARATION - Initially the Faculty IT Managers said it cant be done, because of the diversity and differences in environments, tools used and processesFaculty IT Managers were asked to identify minimum process alignment and standardisation that would be required for Helpdesk staff to be able to provide support to staff from different Faculties/Areas to the one they were used to supporting. Faculty IT managers then ran a desktop management improvement project to get to: a single Remote Control Tool used by all teams; A single process for Print queue allocation, and Updating of Windows patches and security patches across the fleet (of which there