presentatie dfc ausy portima september 2010
TRANSCRIPT
SERVICE DESK PORTIMASERVICE DESK PORTIMA
Dirk Calleeuw – SLMDirk Calleeuw – SLM
September 2010September 2010
ASIS
Mogelijke verandering van Service Provider
Scope 13 FTE interne en 13 FTE externe
3 activiteiten Service Desk :InfrastructuurApplicationsHome service (technici Portima)
Hosted service Siemens
Service Desk 08Hr30 – 12Hr30 / 13Hr30 – 17Hr30 (5/7 dagen)
Ticketing systeem beschikbaar
KPI (MTTR 2 Hr of 4Hr; TC; Efficientie operatoren (FLR ?)
Service reports geleverd door CCM (Contact Center & Training Manager)
Configuratie Service Desk
UITDAGING Leveren van de getrainde SD operatoren (met backup)
infrastructuur en applicatie voor de eventuele overname. Afhankelijk van het niveau van de voorgestelde operatoren kunnen de trainingen voor :
• Infrastructuur 2-3 weken• Applicatie 4-6 weken
Smooth transition
AANPAK Presentatie van de geschikte en beschikbare CV’s aan CCM Procedure voor backup technici Training voor de overname in samenwerking met CCM
SLM niveau
PROJECT PLAN
� SLA• KPI presence
� MEETINGS
• Kick off meeting• Weekly or bi-weekly team meeting• Monthly meeting
service report QoS
� ORGANISATIE BACKUP POOL
� REVERSIBILITY PLAN• Wat op einde contract of indien problemen ?
VRAGEN
• Flowchart voor Incident Management ?• Wat met Problem Management ?• Prioriteiten tree beschikbaar ?• Knowledge base (known errors, work-arounds) ?• Escalatie procedure (functioneel en hiërarchisch) ?• Hoe gebeuren de new software releases ?• Communicatieplan in geval van Major Incident ?• Service Desk voor externe- en interne users ?
PRIORITEITEN TREE
SERVICE MANAGEMENT REALISATIES
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Creating a Service Desk
Banking sector
• Attend the SGBT in the organization of its IT Service Desk• Coaching changes with transfer of knowledge to the Service Desk responsible of
SGBT. AUSY assist SGBT in the validation and implementation of various devices and procedures that fall within the scope of the Service Desk.
• Société Générale Bank & Trust,• a multi-specialist bank based in Luxembourg since 1893
100 days
May 2008
0ctober 2008
1 consultant
9
• Analyse of the current situation • Formalisation of the procedures and of the
service catalog• Definition of Service Level Management
(SLM) and Service Level Agreement (SLA, OLA)
• Indicators (KPI) and follow up meetings• Setting up the service desk team in
service commitment mode and support the change management
Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL
Project Management & Quality Management Commitment on concrete deliverables (Notebook
service, service catalog, OLA, SLA, KPI, ...) Survey of satisfaction with Sphinx.
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Outsourcing 1st line Service Desk
Bancaire
• The daily management of the service center based on a service level commitment for the Level 1 services (IT Service Desk / Service Center / MDS)
• The establishment of a self insured monthly SLM
• Société Générale Bank & Trust,• a multi-specialist bank based in Luxembourg since 1893
650 days
May 2008
May 2011
7 consultants
• Structuring the Help Desk for the switch to "Services“ mode
• Responsability for the results of the Service Desk of first and second line with fixed commitment :
• Team (guaranteed availability, training, motivation)
• KPI (monitoring and respects the objectives)
• Responsibility of the Project• Preparation of the centralization of the
European service desk on the Luxembourg platform.
10
Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL
Project Management & Quality Management Commitment on concrete deliverables (Notebook
service, service catalog, OLA, SLA, KPI, ...)
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Outsourcing of a Service Desk
Ferrero
Industry / Alimentary
• The project "Outsourcing Service Desk and Support Change" aims to professionalize IT support Ferrero:� Optimize the daily management of the Help Desk first level by structuring the
procedures and switch to service mode (Service Level Management)� Accelerating the centralization project to support an European hub on the
Luxembourg Ferrero Group site.
• Ferrero is one of the world's leading chocolate producers. Ferrero offers a wide range of products such as Kinder, Nutella, Mon Cheri, Ferrero Rocher ...
1500 days
March 2004
- March 2011
6 consultants
Structuring the Help Desk for the switch to "Services“ mode
Responsability for the results of the Service Desk of first and second line with fixed commitment :• Team (guaranteed availability, training,
motivation)• KPI (monitoring and respects the objectives)• Responsibility of the Project
Preparation of the centralization of the European service desk on the Luxembourg platform.
11
Analyse (AS-IS au TO-BE) and establishment of a methodology based on ITIL
Project Management & Quality management Commitment on concrete deliverables (Notebook
service, service catalog, OLA, SLA, KPI, ...)
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Service desk managed service
Pharma
• Total operational mandate, in a fixed price model. • Daily Management of 40 Service Desk Consultants (Level 2) in Belgium and Holland,
spread over 12 large J&J-sites. • ITIL-based SLA to be achieved.
• Johnson & Johnson; Global based American Pharmaceutical, medical devices and consumer packaged goods manufacturing company.
9200 days
2010 - …
40 consultants
Total responsibility for the results of the Service Desk (second line) with fixed commitment :• Team (guaranteed availability, training,
motivation)• KPI (monitoring and respects the objectives)• Responsibility of the Project (mandate for
operational changes and optimisations.) Dedicated Backup Pool for 100% coverage. Coverage of additional projects (rollouts,…), After
Hours Support, …
Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL.
Commitment on concrete deliverables (Service catalog, SLA, KPI, ...)• Service Catalog: basic infrastructure, user
incidents, user requests, IMAC’s, … Continuous User Satisfaction Surveys.
12
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Service Desk 1st and 2nd level
Alter Domus
Finances
• 1 and 2 level Service Desk support based on ITIL V2
• Alter Domus specialises in company setup, domiciliation and management. Our clients are primarily listed and unlisted corporations, private equity and real estate firms
950 Days
May 2010 - …
5 Consultant
Delivery of qualified technicen Reporting Defining the processes such as Incident- and
Problem Management Definition of the KPI
ITIL V2 processingCITRIXLOTUS Notes
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Audit service desk
Financial area
• AUDIT based on ISO 20000 of the existing Service Desk• Users Satisfaction Survey
• International Company based in Luxembourg specialized in Asset Management and High Finances
50 Days
2009
1 Consultant
AUDITUser Satisfaction Survey Improvement of the ITIL V2 processes
(Incdient- and Problem Management)
ITIL V2 ISO 20000Survey MonkeyService Desk +
Business Area
Work Load
Period
Actors
Client Presentation
Functional Context
Provision of 1st line « Service Desk » Operators
Industry
The daily management of the Service Center Level 1 (IT Service Desk / Service Center)
Fluxys : independent operator of the transport infrastructure of natural gas in Belgium
650 days
2008 - 2010
3 consultants
• Structuring the Help Desk for the switch to "Services“ mode
• Responsability for the results of the Service Desk of first and second line with fixed commitment :
• Team (guaranteed availability, training, motivation)
• KPI (monitoring and respects the objectives)
15
Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL
Project Management & Quality Management Commitment on concrete deliverables (Notebook
service, service catalog, OLA, SLA, KPI, ...)
16
Evolutions vers Service Desk O
PT
I/PR
O
