Merging Student and IT Service Functions Ben Eidam and Josephine Powell, University of Exeter “We love SID for sorting out our problems; the fact SID was

Merging Student and IT Service Functions

Ben Eidam and Josephine Powell, University of Exeter

“We love SID for sorting out our problems; the fact SID was a real & pleasant person helping made it even better; first rate, fast, fab”

“a remarkably helpful service, customer service is excellent”

“SID are doing an amazing job”


A Little About Us..

Ben Eidam

Now - IT Service Liaison Officer at the University of Exeter

Before – IT Help Desk Team Leader

Josephine Powell

Now - Student Management System Project Manager

Before – SID (ESD) Super User

The Image I Wanted To Use…


• The University of Exeter had two separate ‘Service Desks’

Setting The Scene - What We Had Before..


IT Help Desk est 2007

Student Information

Desk est 2012

Handling all IT incidents and service requests for staff and students including:• Password resets• PC, Laptop, tablet and mobile

troubleshooting and configuration• Email support• Self-help videos and knowledge base

articles• Printing support• Plus all other aspects of First Line

Support common to the IT support industry

Handling all Non-Academic student enquiries, including:• Finance• Student Records• Accommodation• Exam Support• Graduation• Study Skills Advice• Accessibility Support• International Student Support• Multi Faith Chaplaincy• Wellbeing Support• Students’ Guild Advice Unit

• The University also had two separate ‘Service Desk’ Systems

Setting The Scene - What We Had Before


Hornbill SupportWorks

est 2000

Tribal Enterprise Service Desk

est 2011

Exeter IT only system• Staff user licence based software• Client based• Traditionally well regarded however

expensive• Well established and developed to

become bespoke• Self Service uptake minimal

Student Facing Services across Academic Services and Colleges• Student licence based software, no cost for

adding more users• Web based• New(ish) software with well regarded HE

software provider• Well established however true ‘Off The Shelf’

System• Well developed and utilised Self Service

• “to create a single point of access for IT Support for staff and students alongside non-academic student enquiries”

• In creating one service point the target outcomes are: - To extend and improve customer service for students and staff

- To streamline our system portfolio by eliminating the need for old software licensing and costs

- To provide a contribution into the University’s finances by realising economies of scale

So What Was The Objective..?


• Feasibility Study of System Change- GAP Analysis - Software Analysis- Project Time Frame

• Project Scope- In and Out of Scope- Not Staff HR/Parking/Occupational Health

• Technical Audit- Performance and Load Testing

• Go Live- Suggestion of 18 months

OK – Where Do We Begin?


• Split Into Separate Workstreams

Moving The Project Forward


HRTechnical

Categories and FAQ’s

Training

Equipment and Space

Communications

• Being in a position to offer the new service by 1st September 2014

• Successful start of the Academic Year

• New service meeting or exceeding previous individual team targets- First call fix rate on a par with or above 60% (IT Help Desk first call fix rate) within 3 months

of Go Live- Positive customer feedback satisfaction above 80%

How Will We Measure Success?


• Unfortunately….

• …..only joking, yes it was!

• Five months (!) after completing GAP analysis the University of Exeter launched the new IT and Student Services Desk (SID) on 1st September 2014

• All staff and students phone one number for IT services alongside existing Student Services

• Start of the Academic Year was a success!

• First call fix rate at 75% by Christmas 2014

• Positive customer feedback at 80% for first operational year

Was The Project Successful?


• Perhaps allow ourselves a little more time!

• Spread training, system awareness and process change

• Allow staff time to adjust

However we demonstrated success

• on a high impact project

• within a tight timeframe

So What Would We Do Differently?


• Fresher's Week impact

• Adjusting to Enquiry Management rather than ITIL processes- Different processes inconsistent

• Gaps in Knowledge- Staff in at the deep end..!

So What Couldn’t We Control?


• Single Service Desk for all Student and IT Based Staff Enquiries

• An Increase in Self Service Enquiries

• Reduction in:- Staff costs- Maintenance costs- License costs

• Increased Support Hours

• Increase in Collaborative Relationships

• More Time for Project Work

• Senior Management Investment

• Key Stakeholders Investment

What Were The Benefits Of The Project?


If We Have Time…..


• We got through our project by smiling and being positive and encouraging to others.

• Ted Talk by Ron Gutman: The hidden power of smiling.

If We Don’t Have Time…..



Almost over…..

Documents

Merging Student and IT Service Functions Ben Eidam and Josephine Powell, University of Exeter “We love SID for sorting out our problems; the fact SID was