the help desk is dead: long live the service desk (178141612)

7/27/2019 The Help Desk Is Dead: Long Live the Service Desk (178141612)

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The Help Desk is Dead; Long Live

the Service Desk A presentation and discussion of the ongoingService Management approach to assisting

students, faculty and staff at the CommunityCollege of Rhode Island

Dawn Lewis, Director of User ServicesSteve Vieira, Chief Information Officer



CCRI



Academic Computer Labs



The Problem; Five Years Ago

A single Help Desk; one campus; only two staff

members

Open limited hours

Password reset policies antiquated and difficult

Volume of calls greater than capacity to handle them

Ticketing system with inadequate licensing; limited

reporting; poor usability



Help Desk burden of calls



Expanding the ACD

Academic Computer Labs open to 10 pm and some

weekend hours

Setup the Automatic Call Distribution system to ring

phones in the labs

Trained student employees on how to direct questions

and enter tickets

Immediately had a positive effect on the number of

dropped calls

Particularly important during the annual peak periods



Password Reset Policy adjustment

The policy; good intentions; bad customer service

Moved capability to each ACL

Providing service where the people were

Upgraded security of the system



Ticketing system issues

Not enough licenses for all staff

No means of monitoring status for individuals

Too difficult to close out tickets

Lacking in substantial reporting

New devices meant additional client licenses

Accountability in question



ITIL

Framework training for all staff

Common vocabulary

Services we provide

Service level agreements

Efficiency, effectiveness

Can we measure our effectiveness?



Our Constituents

Traditional and non-traditional students

Varied levels of technology experience

BYOD explosion

Just in time and service on demand

FAQ and Reading documentation

Multiple devices so various formats

Minimal learning curve technology

Adopted for all constituents



Service Desk – a model for service

delivery Help Desk – end-user focused

Service Desk – end-user and internally focused

Inward focus on the day-to-day business processes

Help Desk goal – fix user problems

SD goal – reduce costs and raise efficiency



Tactical versus Strategic

Help desks solve problems as they arise

Service desks overarching goal of improving IT

Monitoring and assessing current processes/trends

Opportunities for IT processing efficiency



Fixing versus Root Cause

Help Desk Printer issues

Deadlines

Finding solutions

Service Desk

Why are things happening?

How can they be globally impacted?

Does the issue have a deeper reason for happening?



The Long Game

Keeping users happy now While determining fundamental long-term changes

ITIL

Terminology

IT service management (ITSM)

Service catalog

Self-service portal



Formula for Calculating Value



Knowledge Base

“Smart content”

Constantly updating proactively

Based upon needs and issues

Reusable framework for channel value

Google phenomenon

Lower costs, satisfied users, time savings

Passive to Empowered Users



Imbedding the technology

Request leads to self-service option Opportunity to view documentation, FAQs, videos

Information specific to request without searching

Provide multiple formats for varied population

Users open their own tickets

Users monitor the progress of their open tickets



Guaranteeing Great Self-Service

Know your end users Review, Test and Analyze

Get Feedback

Use Social Media

The portal needs constant feeding and caring



KPIs

Cost per service desk contact End-user satisfaction

Rate of first contact resolution

Rate of first level resolution

Overall service desk performance (“Do we and our end

users believe we’re doing a good job?”)

Service desk agent satisfaction

Service desk agent utilization



Benchmarking 85% of responding organizations measured average speed to answer (in

seconds), and the average range was 10 to 20 seconds. 83% of organizations measured call abandonment rate, with an average

abandonment rate of under 5%. Only 25% of organizations measured average cost per call. For these, the

cost averaged around $6 to $8. Only 16% measured cost per email, and this figure averaged around

$4.50 to $8. 87% of responding organizations measured first contact resolution rate,

with the average running 61 to 70% 98% of organizations logged incidents on a monthly basis, and these

ranged from 1000 to 2000 incidents per month, on average. 87% of organizations measured percentage of incidents fixed at first level,

and the average was 71-80% 76% of responding organizations said they measured the percentage of

incidents escalated beyond first level, with an average of under 10%



Video snippets

Short and to the point Commercial and home grown

YouTube; Smartphone; Web Sites; Portal

More training materials online for repetition

Student orientation

Self-serve without a phone call

Gathering feedback



Conclusions and Questions

Dawn Lewis – [email protected] Steve Vieira - [email protected]

mailto:[email protected]




the help desk is dead: long live the service desk (178141612)

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