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Service Desk Roadmap

Service Desk Roadmap -‐ DRAFT

Implementation of a Service Desk for IT and GS

Scope One of the deliverables of the service management best practice effort is an operating service desk for GS and IT. This document describes the architecture, the roles and responsibilities, and a roadmap for the implementation of a single service desk for CERN.

Annex 1 specifies the mandate of the service desk.

1st line support (the service desk) will have 3 ‘ways’ to receive requests from users

1. Voice: Telephone 2. Electronic: Web based form or email 3. Physical (Eye to eye): Service Counter

Main requirements for the service desk are:

1. One phone number and email covering the scope of IT and GS provided services (initially) 2. No robot (voice asking ‘type 1 for an IT problem’)1 3. 24/7 Coverage, although this doesn’t mean there is support 24/7, someone speaking at least

English and French will answer the phone and be able to register the request/problem, and initiate the process. The moment someone starts working on the problem is determined by service level definitions defined for each service independently.

4. One location (close to the entrance) for obvious reasons of efficiency, it seems best to consolidate 1st line support in one location and one homogeneous group of people. Local specialized service counters where people can go to obtain specific services continue to exist (e.g. Library, Registration in building 55, Hostel reception etc..). Front office (service counter where people can go) and back office (taking calls, solving ‘quick cases’, completing and dispatching tickets, follow up on tickets) should be a single group of people for reasons of flexibility and efficiency.

1 During transition from current service desk hours to 24/7 we might use an question/answer system to guide people to the right location outside working hours. This will be a temporary however.


Architecture and roles overview The picture above shows a possible architecture. The following roles can be identified:

• SDM: (job description in annex 3) An operational role, continuously monitoring service desk operation, following up on tickets that need attention (exceeding service level thresholds). The SDM will monitoring service delivery, insure news and alerts are provided whenever there is a service interruption. The SDM will also play an important role in the continuous improvement processes.

• SMoD: (job description in annex 2) a ‘face’ that is available during working hours to assist and help users in particular situations, or to arbitrate and help resolve complex problems. The SMoD will not have any operational responsibility (will not answer the generic helpline, will not enter tickets, etc..).

• 1St line support will normally not have deep knowledge of any of the service areas (know a lot about little), but have a wide scope (know a little about a lot). They are a priori not specialized or trained in a particular area. They will be good communicators in multiple languages, master the service desk tools, be responsible and friendly.

• 2nd line support has deep knowledge of specific domains. For certain services 2nd line support is outsourced.

We recommend to cover 1st and 2nd line support (where applicable) in the same contract (the one that currently covers these areas for IT), which eliminates an ‘interface’ and reduces the risk of ‘ping pong’ and finger pointing.


Roadmap The service desk will in first instance cover IT and GS. In second instance it should support HR and FP services and maybe some services provided by PH. In subsequent phases it could be expanded to finally cover all services available at CERN.

It was decided to start with 7:30à18:30 1st line support during working days, and introduce 24/7 in the 2nd quarter of 2011.

Below a rough roadmap for the 1st phase, details will be addressed in more detail further down.

Phase 1a covers roughly,

• service catalog, • request catalog (basic) • master data (interfaces with foundation for

reference data), • integration for single sign on (SSO), email, callcenter

(CTI) • CMS integration and service portal • security and roles • incident management, • request fulfilment, • record producers and templates • customization of forms, reports and dashboards

(basic) • basic CMDB data (pc’s) • basic knowledge management

Phase 1b coves roughly

• knowledge management

• service level management and reporting • integration with

o GGUS (grid tickets) o InforEAM (D7i) (Facilities management

tickets) o EDH (request fulfilment) o Network Requests

Phase 2 covers

• Consolidation • Extended integration • Extended process support

o Change Mgt o Configuration Mgt o Asset Mgt o Problem o Event Mgt o Release o Portfolio Management o Project

Task: Sep-‐10 Oct-‐10 Nov-‐10 Dec-‐10 Jan-‐11 Feb-‐11 Mar-‐11 Apr-‐11Assessment of synergies and options

Inventory of service desksDecide on future integrationCommunication and transition planning

PeopleSpecify number, capabilities, coverageDecide on contract structureNegotiate and implement contractTrain the people

LocationLocation and sizingSpecify and agree on technical requirementImplementation

Building RefurbishmentEquipment installationEquipment setup (telephone)

ToolPurchase and installationParametrization, Configuration, Integration

Phase 1 aPhase 1 bPhase 2

Rollout

go live


Transition Annex 4 described the current situation of user facing services within our scope, including opportunities for synergies.

In order to prepare for the ‘go live’ training to the agents will be provided on CERN, on the tool, and on the processes (roughly from 15th of November until 1st of December), on the services that are in and outside scope, and get to know the second line support groups. Prior to go-‐live the support agents will also have the possibility to test and improve the system, help to provide knowledge, and do ‘dry runs’. Certain groups in IT have offered to do ‘parallel’ runs (use both the old and new systems in parallel). These activities will take place during December and January.

The following current functions should in our opinion be associated to the introduction of a central service desk early 2011. Other opportunities for streamlining and consolidation will be addressed in a later stage, this to reduce friction and facilitate a ‘smooth’ transition.

Phase 1 (Feb 2011): create on single point of contact during working hours. • SEM support (77777). The 1st line activity should be integrated in the service desk. The

existing resources allocated to 1st line, will be concentrating on specialised 2nd line facilities management support and improvement of the SEM service quality.

• IT helpdesk (78888). The 1st line IT support will be integrated in the new service desk. The existing resources allocated to 1st line, will be concentrating on specialised 2nd line IT support and improvement of the IT service quality.

• Labo Telecom (76111). For incidents and requests within their scope, the service-‐management tool must be used. Furthermore the telephone operators should be ‘service desk’ aware (be able to instantly transfer callers to the service desk when appropriate, or take on the 1st line support role entirely). Further integration between this service and the service desk is something to be evaluated in future.

Outside working hours when someone calls 77777 or 78888 he will be guided by a question/answer dialogue to the right service for urgent calls only (see diagram below).

Phase 2 (2nd Quarter 2011) 24/7 support will be introduced once we get a feeling for the associated workload from the statistics gathered on missed calls to 77777 and 78888 outside working hours. The workload should be distributed based on available capacity and skills. The tasks include registration, classification and initial support whenever appropriate and feasible.

• The Fire Brigade have agreed to take over some 1st level support tasks outside service desk contract hours in order to fulfil the 24/7 requirement. They do speak both French and English.

• Hostel reception (74481). The hostel reception can step in outside the opening hours of the service desk, or in exceptional situations. They do speak both French and English.

• Computer Centre Operators (75011) already take ‘urgent’ IT support calls during the night (via 78888). Their English language skills are not considered sufficient to take general service desk calls outside working hours.


Call routing The diagram below shows how calls are routed on startup depending on time of day, and number called. Later we would like to move to a simpler scheme, where all requests are registered and classified whatever the time or number called. Switchboard is treated special as we don’t expect them to use the service management tool to fulfill the request to ‘connect a caller to a person’. The ‘labo telecom’ part however could be treated directly by the service desk. Other groups that expose a first line support telephone number, might consider the benefits from using the central service desk for telephone contacts.

Call processing at startup

Service Desk Switchboard Other user facing servicesUser

No

No

Yes

No

No

No

Yes

No

No

Yes

Yes

Yes

Yes

7:30 – 18:30

8:00-18:00

Message Service Desk

Message Switchboard

Labo Telecom

Urgent Infrastructure

Ask to use self service portal or call back later

Register/Classify in service-now

Urgent Medical/Fire/Accident/

Pollution

Refer to service desk

78888 (IT Helpdesk)


Request fulfilled, Service restored

77777 (SEM Helpdesk)

Fulfil request/ Resolve incident in service now

Operator request

Urgent IT

76111 (Switchboard & Labo Telecom)

Refer to 75011

Refer to 72201

Refer to 74444

Ask to call back later


7xxxx

case in scope of service

Service hours

Yes

No

Fulfil request with switchboard

Yes

No No

Yes


What People

Resources (# of people) Based on the volume of tickets handled by the current IT service desk, and other service desks (77777), based on the number of people assigned to 1st line support in these service desks, we estimate that 6 people will be necessary to man the service desk during working days from 7:30 to 18:30. This number is considered the minimum enabling to rotate people from front desk to back office, to cover absences and spend minimum to per ticket. An FTE in Switzerland corresponds to 1736 working hours per year (ref SERCO). To the right tables showing the number of tickets versus the time per ticket and the number of people for a given number of tickets per year.

Capabilities (knowledge) Annex 1 describes the tasks and qualifications of the service desk. Grosso modo, we require a service oriented attitude, and excellent communication skills including high level of proficiency in English and French, plus a 3rd language. Other knowledge will be teached on the spot.

Annex 2 and 3 describe the other roles in the service desk area.

Coverage (time planning) Based on the current coverage in IT and GS, we plan to have the service desk manned from 7:30 to 18:30 during working days. Beyond these hours other services will take over reception and initial classification of requests (phone, web, email). Classification is necessary to enabling correct dispatching. Outside Service Desk Contract working hours there is no 1st line resolution.

Below a possible scenario where green reflects the primary location a call will be routed. These scheme’s need to be discussed with the people concerned when we know a bit more about the workload and the available tools. The possible role of the IT operators should also be clarified.

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Service Desk ContractHostel ReceptionFire Brigade

1st contact

Saturday / Sunday / Official Holidays 00

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Service Desk ContractHostel ReceptionFire Brigade

1st contact

2nd contact 3rd contact

2nd contact 3rd contact

6 FTETickets Average Time

30,000 21 40,000 16 50,000 12 60,000 10 70,000 9 80,000 8 90,000 7 100,000 6

80000 TicketsFTE Average Time

3 4 4 5 5 7 6 8 7 9 8 10 9 12 10 13


Training Once the tools are in place, and the service catalogue information is of sufficient quality, it is planned to conduct training for the 1st line support team. Specialized training covering communication skills, ‘call coaching’, and team building targeted at service desks, is readily available from various providers. (e.g. www.sdi-‐e.com). Training on the CERN organization and services supported will also be necessary. Service desk agents will also be enriching the knowledge base, and the quality of the information in the service catalog, the month of January can be used to perform a quality review of the service descriptions, and the start of building a knowledge base.

The plan looks as follows:

Week starting:

15-‐Nov

22-‐Nov

29-‐Nov

06-‐Dec

13-‐Dec

20-‐Dec

27-‐Dec

03-‐Jan

10-‐Jan

17-‐Jan

24-‐Jan

31-‐Jan

07-‐Feb

Induction SERCOGeneral introduction to CERN CERN structure/organization ( CERN Admin e-‐guide ) CERN Service Catalogue Introduction CERN facilities in scopeProcess and Concepts trainingTeam building and service orientationTool trainingTesting toolContacts with 2nd level support groupsField test for couple of groupsImproving catalog and tool infoProduction

Registration, cars stickersGS-‐SMS group introductionOfficial visit of CERN + Globe + visit service presentationLearning by visiting CERN facilities:

Mail supportKeys serviceMedical serviceFire brigadeStores areaShipping request

Learning by visiting CERN facilities:HotelStandard + labo telecomLibrary + bookshopCERN Reception + registration visitorsCar poolRegistration/access cards/cars stickers + dosimetryGoods reception + StoresUsers officeTraining serviceSEM supportHelp desk

Induction SERCO

go live


Where

Sizing and location Ideally it would be desirable to locate all 1st line user facing services (including the cards service, film badge service, users office, etc..) in one location; the most logical location would be the reception area around building 33.

Planning to consolidate all services in building 33 would imply significant changes involving HR and PH departments. Without compromising on the vision to converge to one location in future, an intermediate was found by locating visitor services around in building 33, and services for users with some form of contractual relationship with CERN to the building 55 area.

Needs for the Service Desk and Service Counter: 1. Service manager office (ca. 12m2), this person being staff can not share the office with the

service desk personnel. 2. Service desk personnel (6 workspaces of minimal 9m2 each: 54 m2). 3. Front office counter and reception area (minimum 15 m2; people need to be able to ‘queue’

maybe some minimal seating space). 4. Service Manager on Duty with reception area (minimal 15m2).

We have considered many scenarios involving building 55 and building 120 with the people concerned. This resulted in the conclusion that the second floor of building 55 is the only suitable location that can be made available in a timeframe compatible with the project plan (by November 2010).

There are several issues with this scenario:

1. There is no presence at the entry of building 55 to guide people to the right place; people have to ‘find’ the 2nd floor service desk. Maybe this can be overcome by clear sign posts.

2. There is no elevator in building 55, so it is inaccessible for people with mobility problems. There is no simple solution to this problem (and the same applies to the registration service).

As this is a temporary solution, we’ll have to live with it.

Service desk front office

Service desk public area

SMOD/Ambasador

Service desk manager

Service desk back office


Technical requirements and tools A service management tool will be purchased, installed and integrated with existing request fulfilment systems (EDH, InforEAM, Service Catalogue, etc..). This is a project in itself which is ongoing.

The tool will integrate to the telephone exchange and the CERN corporate databases to optimize efficiency of the service desk. Call centre facilities provided by the current telephone infrastructure will be used to support the service desk. Contacts with the IT/CS team have been established, and feasibility confirmed. A flowchart below shows the behaviour from a user perspective.


Annex 1 Service Desk Mandate

Duties & Responsibilities Provide 1st Line support. Service Desk carries responsibility for establishing the first line of contact between IT/GS and users wishing to register or submit Incidents or Service Requests.

The main responsibility of Service Desk staff is the detection and recording of all requests, ensuring that all information necessary for successful handling and resolution is obtained, recorded and updated throughout the request lifecycle.

Tasks The following tasks are assigned to the service desk:

• Detecting and recording of user requests (Incidents and Service Requests) • Classification and initial support (sorting requests according to type, status, impact and

urgency, implementing workarounds and, if possible, final solutions) • Contact and communication with affected users and requesters • Continuous tracking and monitoring of all open and unresolved tickets to ensure closure

within defined and agreed timeframes

Skills, Experience & Knowledge To be able to fulfil this role the following range of skills, experience & knowledge is required

• General technical understanding and understanding of the service structure • Understanding of relevant procedures and rules applicable inside the Organization • Meticulous and thorough working habits, attention to detail • Ability to multi-‐task and re-‐prioritize tasks at short notice, good self-‐organization skills • Ability to work under pressure • Professional and service-‐oriented attitude towards users and customers • Excellent communication skills and high level of proficiency in English AND French • Ability to communicate well in a 3rd language (Russian, Italian, Spanish, German, …) • Friendly, competent and confident appearance

Assignment During normal service hours (e.g. 7:30 à 18:30 during CERN working days) dedicated trained staff will man the service desk. We expect (currently GS services handle ca. 25’000 tickets per year, IT ca 100’000) that we can cover this service with a minimum of 6 FTE’s.

During extended service hours (e.g. 18:30à7:30 and outside CERN working days) other staff present at CERN should take on some of the Service Desk tasks:

• At least take the task of recording user requests. • Whenever possible perform classification and initial support tasks.


Annex 2 Service Manager on Duty (SMoD) job description

Duties & Responsibilities The SMoD is involved in Service Management procedures on a day-‐to-‐day basis without direct participation in daily operational activities. With excellent and deep knowledge of CERN, its procedures, processes and culture the SMoD maintains vital relations with people on all levels of the organization and is able to find creative solutions to complex and new issues. The SMoD’s main role is to represent the operational Service Management organization towards users and customers and to act as a central contact person for exceptional needs. He/she is physically available in order to guide/redirect users, to solve very particular or more complex issues, to receive complaints or to coordinate the resolution of specific requests in close collaboration with Service Desk staff. Responsibilities do not include operational tasks such as registering tickets, answering the phone or monitoring Service Desk operation. A second core element of the SMoD role is active participation in escalation procedures when necessary. Here the SMoD acts as an arbitrator and coordinator between unsatisfied users, Service Desk staff and 2nd or 3rd Line experts. The SMoD does not inherit any responsibilities from Service Owners or Service Managers. Although the SMoD’s main goal is the improvement of customer’s and user’s satisfaction, he/she is responsible neither for the quality of the services nor for the quality of the described processes. The SMoD reports to the Service Managers’ team.

Tasks The following tasks are assigned to the role of a Service Manager on Duty:

• Direct contact & communication with users and customers • Support and guidance for users and customers • Coordination and solution of specific and escalated Incidents and Requests • Communication with all roles involved in Service Management processes to improve daily

operation procedures as well as customer’s satisfaction

Skills, Experience & Knowledge To be able to fulfill this role the following range of skills, experience & knowledge is required:

• Excellent knowledge of CERN and CERN specifics • Wide knowledge of topics areas covered by the service catalogue • Overview over all offered services • Capability to convey professionalism, competence and expertise to our customers • Excellent communication, negotiation and mediation skills

Assignment The role of Service Manager on Duty is assigned to a small number of staff members from different departments. A minimum of one person should represent the role within the opening hours of the Service Desk at any time.


Annex 3 Service Desk Manager job description

Duties & Responsibilities The SDM caries the operational responsibility for the Service Desk. He/she will closely monitor the workload and performance against agreed targets (Service Level Agreements (SLAs)) and intervene when thresholds are exceeded. He/she will closely monitor the quality of the responses of the Service Desk, and monitor if the correct balance of skills and capacities are on duty at appropriate times so that consistency is maintained. He/she will be responsible for driving performance and improvement of customer satisfaction, by implementing a Service Improvement Plan. He/she will strive to improve first call resolution rates, improve the knowledge base, analyse service desk activity and make recommendations for increased organisational efficiency and effectiveness. He/she will also monitor and adjust scheduling models to ensure coverage to the business outside the operational hours of the Service Desk Contract (with the help of other services at CERN like the fire brigade and the hostel reception). He/she is physically available close to the service desk, and acts instantly when necessary to solve operational problems, to evaluate complaints or to coordinate the resolution of specific requests in close collaborating with the Service Desk contract staff. The SDM reports to the Service Managers’ team.

Tasks The following tasks are assigned to the role of a Service Desk Manager:

• Carry operational responsibility for incident and Service Request handling on the Service Desk

• Monitoring of, and Reporting on, Service Desk activity • Provide feedback to the Service Desk Contract manager for him/her take corrective action

whenever necessary • Drive improvements of Service Desk efficiency and effectiveness • Representing the Service Desk at meetings • Communication with all roles involved in Service Management processes to improve daily

operation procedures as well as customer’s satisfaction

Skills, Experience & Knowledge To be able to fulfil this role the following range of skills, experience & knowledge is required:

• CERN awareness: have specific knowledge of the organization's areas, drivers, structure, priorities, etc

• Service awareness of all of topics areas covered by the service catalogue • Good knowledge of service management tools, and supported (ITIL) processes • Excellent communication, negotiation and mediation skills • Fluent in English and French • Demonstrable evidence of influencing positive change within a group of people.

Assignment The role of Service Desk Manager should be filled during the opening hours of the Service Desk at any time.


Annex 4 Assessment of options for evolution of current service desks

Current areas where customer service desk like functions are currently present Within IT and GS there are several units that provide customer facing support (or 1st line support). These units have either a physical desk or service counter where users can address themselves with request or problems, and/or they have resources dedicated to 1st line support activities. For the sake of simplicity we have excluded services that have highly specialized (assimilated to 2nd line) support activities (like shipping service, or medical service) which can for practical reasons not be combined with a central service desk.

The following table shows some of these existing services indicating the types of synergies. (certain services could benefit from a newly created service desk to provide a partial service outside dedicated support hours e.g. recover a key outside opening hours of keys service…; other services could provide 1st line support outside during nights and weekends, like computer centre operators, hostel service and fire brigade).

IT IT has a number of areas where dedicated resources provide user facing 1st line support services

• Computer Centre Operators A service contract covering 24 hours per day, ca 5 people with one present at any time.

• Telephone exchange operators A service contract covering extended working hours, with 5 or 6 people; several present at any time. This contract also covers 2nd line support for portable phones and sim cards (labo telecom).

• IT Help Desk Service contract covering extended working hours, several people (~4) present at any time, total number of people unknown as the contract covers also 2nd line support functions.

IT has also a number of areas where users contact directly the specialists, or have ‘local help desks’ in place. Some of these ‘satellite’ first line support services don’t use the current central system, which makes it very complicated to evaluate the resources that IT allocates to first line support activities. It is estimated that IT 1st line support manages 60k tickets per year.

ResponsibleService Description Service Level Synergy Provider Beneficiary Comments # People Type Staff Yearly CostIT Computer Center Operators 24 by 7 No Yes Yes No Coverage outside normal support hours ~6 Contract (ISS) 505k CHFIT Grid support ? ? ? ? ? Info impossible to findIT Telephone Operators 8:00-‐18:00 ? Maybe Maybe Yes Service desk could extend coverage ~5 Contract (ISS) ?IT Network and Communications support Working Hours No ? ? ? Info impossible to find 2 or 3 Contract (ISS) ?IT IT Help Desk 8:30 -‐ 17:30 Yes Yes Yes Yes Should be integral part 3? Contract (SERCO) 275k EURIT Print Shop ?GS Fire Brigade 24 by 7 No Yes Yes No Coverage outside normal support hoursGS Locks and Keys 8:30 -‐ 12:30 13:30 -‐ 16:30 No No No Maybe Too specializedGS Library & BookShop 8:30-‐19:00 No No No No Too specializedGS Housing 8:30-‐17:30 No No No Yes Marginal activity ~0GS Hostel Mon-‐Fri 7:30-‐19:30 Sat-‐Sun 9:00-‐13:00 No Yes Maybe Yes Lots of synergy / Coverage outside support hours ~3GS Installation & Car plates 8:30 -‐ 12:30 No No No No Too specializedGS Shipping 8:00 -‐ 12:00 13:30 -‐ 17:00 No No No No Too specializedGS Internal Distribution 7:30 -‐ 11:50 13:00 -‐ 16:15 No No No No Too specializedGS Medical Service 8:00 -‐ 12:30 13:30 -‐ 17:30 No No No No Marginal activityGS Registration 7:30 -‐ 16:00 No Yes No Yes Service desk could extend coverageGS SEM Support 7.30 -‐ 18.30 Yes Yes Yes Yes Should be integral part 2 CERN StaffGS Car pool 8:00 -‐ 12:00 13:00 -‐ 17:00 No No No No Marginal activityGS Goods reception (Meyrin and Prevessin) 8:00 -‐ 12:00 13:00 -‐ 16:00 No No No No Too specializedGS Removal Service 7:30-‐11:50 13:00-‐16:15 No No No No Too specialized & MarginalGS Safety Masks 07:30-‐11:50 13:00-‐16:20 No No No No Too specialized & MarginalGS Shuttle Service 8:30 -‐ 17:30 No No No No Too specializedGS Guards 24 by 7 No No No No Too specialized (No languages)GS Repair of standard material 07:30 -‐ 11:50 13:00 -‐ 16:20 No No No No Too specialized & MarginalPH Reception Mon-‐Fri 8:00-‐17:45 Sat 8:30-‐17:15 No Yes Maybe Yes Coverage outside normal support hoursPH Users Office 08:30–12:30 (Not on Wed) 14:00–16:00 No Yes No Yes Many tasks too specialized

Basic service description Provision and costRelevance / Synergies for CERN service desk phase 1Integration into new

service desk


GS GS has a lot of user facing services. This list is not exhaustive as many services have no dedicated resources to providing this support, so a priori no need to transfer or sharing of tasks even ‘a terme’ to a central service desk. Highly specialized service desk activities are also excluded for the same reason.

• Fire Brigade The fire brigade has a service counter for a lost and found service, and declaration of theft and incident declarations; and can possibly perform 1st line activities outside working hours. ca 50 CERN Staff.

• Hostel Service Service Contract, open during extended working hours (07:30à01:00 and weekends 09:00à01:00).

• Registration Service Contract, open reduced working hours. A specialized service under service contract.

• SEM Support Helpdesk Service Contract, 2 Staff, providing 1st line support (ticket registration), but also perform 2nd line support, administrative support and follow up on requests. Open 07:30à18:30 during working days, outside these hours the TI Control Room will take urgent requests.

• Library Open 24/7 but staffed during extended working hours. Staffed with students, staff, fellows, etc..

Others Relevant 1st line support assimilated services provided elsewhere at CERN.

• Reception (building 33) PH department: Service Contract. This service is targeted to ‘one time visitors’; people that only visit CERN very occasionally and are not registered in CERN central systems.

• CCC operators BE Department: Staff. TI operators provide 1st line support outside opening hours of SEM Support Helpdesk for urgent requests only.

• Users Office PH Department: Staff. The entry point for ‘cern users’, mainly physicists employed by collaborating institutes that have a ‘user’ status at CERN.

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