Shared IT Service Desk SITSD

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Shared IT Service Desk (SITSD)

• UB2020 IT Strategic Transformation Town Hall

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Agenda

• Team Charge and Deliverables
• Status Update
• UB IT Service Framework
• UB IT Service Survey
• Next Steps

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Team Charge
Service desk and customer support model that
seamlessly integrates IT resources from across
the campus
Objective Project Description Develop a
scalable, service desk and customer support model
that seamlessly integrates IT resources from
across the campus. The associated services
should create the perception of a unified service
delivery - regardless of the quantity of IT
professionals called upon to resolve the
customers issue, the location of those resources
(i.e. north campus, south campus, hospital,
etc) or the organizational management of those
involved. The service desk should serve as a
single point of initial contact for customers of
all types, and be supported by appropriate
knowledge management and customer relationship
tools. The customer support model should be
consistent with the ITSTC recommendations,
guiding principles, and the outcomes specified by
the IT Bill of Rights. IT Steering Committee May
24, 2006
create the perception of a unified service
delivery regardless of the quantity of IT
professionals called upon, the location, or
organizational management
The service desk should serve as a single point
of initial contact for customers of all types,
and be supported by appropriate knowledge
management and customer relationship tools.
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Team Charge Deliverables

• Seamless integration of IT recourses
• Perception of unified services delivery to
  customer
• Initial point of contact supported by knowledge
  management and customer relationship tools

Vision
Set of formally defined service tiers Fully
defined service catalog Defined Service Levels
with roles and responsibilities
Strategy

• Service implementation and transition plan
• Business Case Expected costs and benefits
• Proposed software, hardware, and support
  requirements
• Communication Plan

Recommend
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Help Desk vs. Service Desk
Service Desk
Help Desk

• Break/fix
• Knowledge management
• Self-help
• Collaboration and integration with service teams
  and other IT processes

• Trouble ticket logging
• Some break/fix

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The SITSD Team

• Dean Nancy Smith Team Lead
• Dr. Terri Mangione Functional Lead
• Daniel Arrasjid Technical Lead
• Lynn Collis
• Mark Ferguson
• Joe Kerr

• Gunther Kohn
• Joe Mantione
• Scott Morris
• Peter Rittner
• Karen Senglaup
• Matt Stock
• Linda Tallau

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Status Update

• New leadership - Summer 2006
• Researching Service Desk approaches and
  implementations
• Gartner, EduCause, ITIL, Help Desk Institute,
  other Higher Education Institutions, UB Services
  Mapping
• Mark Ferguson, Manager of the CIT Help Desk,
  presented research on incident reporting systems
  and related processes.

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Status Update

• Adopted approach of initial focus on IT Service
  Framework
• Initiated IT Service Survey
• Identifying potential synergies with other UB2020
  ITSTT teams

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IT Service Framework
Customers Need Service

• Goals
• Common Definition of customer facing services
• Foundation for Full Catalog and defining solution
  requirements
• Get the customer to the right place more quickly

Shared Service Desk
Customer Requests Obtains Assistance
Report Identify Pro-Active Measures
Track Solutions
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UB Service Catalog Framework

• Node Directors
• Reviewed the categories, definitions, and
  examples
• Do they reasonably represent the services our
  customers seek as they see them?
• Are the services logically grouped?
• Are we missing anything?
• Integrated feedback into Framework

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IT Service FrameworkHigh Level Categories

• Desktop ComputerSupport
• E-mail Calendar
• Help Desk Services
• Media Event Support
• Security
• Data Center Servers
• Instructional Technology
• Network Wireless

• Project Management
• Accounts
• Productivity Tools
• Software
• Telephone
• Web
• Business Systems
• Policies Guidelines
• Printing

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IT Services Survey

• Developed and delivered survey tool to collect
  additional information from IT support staff
• Obtain information necessary to build Service
  Catalog
• Obtain sufficient information for identifying
  opportunities and for developing requirements for
  a shared service desk
• Survey launched Feb 14th at Node Directors
  meeting

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Potential Synergies

• Workstation Standardization
• Support
• Inventory and Configuration
• Servers and Services
• Support
• Inventory and Configuration

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Next Steps

• Analyze IT Services survey data
• Refine Vision
• Define Requirements
• Formal set of recommendations
• Service implementation and transition plan
• Business Case Expected costs and benefits
• Proposed software, hardware, and support
  requirements
• Communication

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Q and A