Moving Desktop to Proactive using Self Help and the ... · Moving Desktop to Proactive using Self...

Moving Desktop to Proactive using Self Help and the

Service Catalog

Session 801

Cay Robertsoncayrobertson@gmail.com

• 2009 and 2016 Team Excellence Winner

• 2016 Inaugural member of HDI Hall of Fame

• Top three finalist for the HDI Knowledge-Center Support award

• HDI Track Chair

• HDI & Fusion Conference Speaker

• HDI Desktop Support Advisory Board

• HDI Member Advisory Board

• HDI Southeast Regional Director

• President and Chapter Advisor of Skyway HDI Local Chapter

• ITIL V3 Foundation

TECO Energy Company Overview

• Support several TECO Energy Companies (Florida and New Mexico)

• 24 analysts (Service Desk, Field and 3rd level)

• 4500+ team members

• 250+ applications

WHY KCS?

• First Contact Resolution stayed at 71%

• Information stored in different places

• Different solutions for the same issue

• Too long for a Service Desk analyst to be efficient on the phone

• Aging work force

• Knowledge transfer

• New applications being onboarded with no information

• No self service

Quick overview of our KCS Journey!

RESULTS!

• First Contact Resolution– FCR @ 80%

• Information stored in one place

• Use the same solution repetitively

• Time for a Service Desk Analyst to be efficient on the phone from 4-6 weeks to less than 10 days

• Aging work force transferring knowledge

• Knowledge transfer from all levels

RESULTS!• New applications are

onboarded with ready information

• Self Service is now available

• Customer Satisfaction continues to increase

• Tag line “Knowledge without Borders”

• KCS Dashboard

KCS Dashboard

Our journey continues…What’s in it for Desktop Support?

Our journey continues…• Continuous KCS Awareness for all of IT

• Writing KCS articles is not a one time process

• Continuation of new articles written by the Service Desk and Desktop Support Analysts and 3rd level support

• Problem Management reviews• Dr. House reviews

• Desktop Support has a seat on the project teams (documentation provided to SD to better prepare them for onboarding of new applications)

Our journey continues…..• Desktop Support has a better relationship with IT and our internal

customers

• Frees up application support for more proactiveness instead of being in reactive mode to resolve issues

• To avoid repetitive tickets, Desktop Support identifies application training that is needed for the Service Desk so they can visually see how the app works

• Education - lunch and learns on the use of KCS/Self Service

• Creation of Self Service

• Hackathon participation

SELF SERVICE

Taking ‘ISolveIT’ one step further…….Introducing IFixIT

Hackathon• Create a theme

• What is your primary focus?

• Get the right people on the bus (Desktop Support, Application Support team, etc)

What’s trending with Desktop Support

Desktop Support Trends• Many organizations have Remote/Virtual Desktop Support teams.

• Desktop teams are redefining their services and formalizing them.• Concierge Services (Geek Bars, Service Desk Bars)• Consulting Services• More companies are making these services available through the Service Catalog

• Process automation or robotic process automation (RPA) (ex. Hackathons)

HDI Desktop Support Advisory Board

Automate Routine Requests & Using the Service Catalog

Source: UC Davis and University of CA, Santa Cruz service catalogs

The Service Catalog

The Service Catalog

Focusing on the Customer Experience• Desktop support organizations are opening the doors to their end users

and inviting them into the “back room” as a way of encouraging more face-to-face contact and improving the customer experience.

• Gartner summed it up like this: “Implement walk-up services to improve the user experience and promote self-sufficiency; do not implement them to reduce costs.”

• Walk up desks, road shows, kiosks, etc.

• There is more of a focus on the overall customer experience.• Skills• Initiatives• Surveys

HDI Desktop Support Advisory Board

Desktop Support Trends• Desktop teams are playing larger parts in processes outside

of Incident Management like:• Change Management

• Project Management

• Knowledge Management

• Business Relationship Management

HDI Desktop Support Advisory Board

Tips

• It’s important to follow the trends in the industry AND in your own company!

• Defining services, understanding work effort, and “getting out of the reactive grind” helps the team to manage the workload and to better set customer expectations.

• Continually evaluate your team’s work and your service delivery options and potential opportunities.

• The earlier your team is involved in Design and Transition processes, the less reactive they will be and the better the services.

• Prepare your team – processes, training, automation, etc.

Desktop Support Take aways

By this time, your Desktop Support analyst should be:

• Educating your customers on KCS (Partnerships)

• Spending more time on projects and problem management

• Mentoring to Service Desk Analysts

• Providing training to Service Desk and customers

• Improving Work/life balance – Taking uninterrupted PTO without being called

• Attend formal training

• Providing the opportunity for cross training – career development

• Improving Self Service

Cay RobertsonManager, Service Desk & Access

AdministrationCayrobertson@gmail.com

813-695-1503