Joshua Lawrence
ABSTRACT
The Solutions Center service desk at Washington University provides desktop and server application support for the administrative departments and one school, the Brown School of Social Work. As part of a Shared Services initiative, we will be rebalancing the IT resources across the university, which will provide opportunities to leverage existing areas of innovation. In particular, our team has undergone ITIL-based organization and service design strategies. This paper will review how we use ITIL's Service Design methodology to frame our desktop computer service. I will describe how the processes, people, partners, and products combine to create a highly functioning support desk that provides call center and desk side support to over 2200 customers across campus. Additionally, I will describe how we organize our call center and field tech staff to deliver this service to meet the following metrics: 1. 95% of calls answered on the first attempt. 2. Average 12 seconds in queue. 3. No longer than 20 minute call duration. 4. Field Tech will respond to desk side within 20 minutes. 5. No tickets not updated in more than three days. In our environment, we target one technician to 150 users. With over 2200 users, we use organizational structure and processes to provide great service to those customers. We maintain well-known processes for on-boarding new staff, hardware refresh cycles, imaging and desktop engineering. I. Processes: on boarding, scheduled harware refresh, software licensing, desktop engineering, security, dynamic call center, inventory, and checklists. II. Products (tools): Web Help Desk ticketing system, transactional surveys, remote desktop tools, asset database, desktop automation, knowledgebase. III. People: staff - with an understanding of their role in the organization, staff rotations, training, coaching, customers IV. Partners: external vendors - software and hardware, internal application development teams, broaden scope of contractor usage, work with other university help desks. This organizational structure and the implementation of ITIL-based processes has given us the ability to provide a robust, customer-focused service that can scale up to incorporate areas of the school that are ready to move to this model.
- Ballmer, R., Scarborough, M., Lora, K., & Baer, B. (2008). Basic Concepts of Service Design. ITIL Foundation. Cary, North Carolina: Global Knowledge Training LLC.Google Scholar
- Fitzgerald, Mark P. 2014. Making Sense Out of Information Chaos. In Proceedings of the 42nd annual ACM SIGUCCS conference on User services (SIGUCCS '14). ACM, New York, NY, USA, 33--36. DOI=10.1145/2661172.2661173 http://doi.acm.org/10.1145/2661172.2661173. Google ScholarDigital Library
- Washington University in St. Louis. About WUSTL University Facts. Washington University in St. Louis. Washington University in St. Louis, 1 May 2015. Web. 01 May 2015.Google Scholar
Index Terms
- How We Deliver Our Desktop Support Services to Washington University in St. Louis the ITIL Way
Recommendations
The Evolution of an IT Service Desk
SIGUCCS '18: Proceedings of the 2018 ACM SIGUCCS Annual ConferenceWhen the manager of our service desk retired after 35 years of service to the college, it became apparent that change is on the horizon. When I took on the responsibility of filling that role, it was with the understanding that there would be much to ...
It Takes an IT Village to Raise a Service Desk
SIGUCCS '19: Proceedings of the 2019 ACM SIGUCCS Annual ConferenceMost ITIL practitioners know the basic responsibilities of a Service Desk. What is less often mentioned is what the rest of the IT organization needs to do to help the Service Desk be successful.
Oregon State University's (OSU's) Service Desk is ...
Creating a “Phoenix” Service Desk
SIGUCCS '19: Proceedings of the 2019 ACM SIGUCCS Annual ConferenceThis paper will detail how Oregon State University formed an ITIL-based Service Desk from the staff and resources of a centralized helpdesk, a contracted desktop support team, a walkup support service, and a campus labs support team. We will explain ...
Comments