Stefanini Tech Team - Help Desk to Service Desk

Global IT Helpdesk Transformation Jerry McElhone Global Business Unit Leader Scott Kessler Solutions Architect HDI Motown Chapter October 14, 2011

Answers First ,[object Object],[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object]

ITIL Service Desk Defined Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],User User User

Help Desk vs Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Help Desk Service Desk TRANSFORMATION Reactive - > - > - > - > - > Proactive

Global Service Desk Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Basic Tools for a Successful Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Configuration Management Knowledge Management Incident Management Problem Management Access Management Service Level Management Request Management Service Desk Change Management

Transforming Helpdesk to Service Desk ,[object Object],TechTeam Proprietary and Confidential ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Continuous Improvement Recommended ITSM Operational Model

What is your Service Desk (or ITIL) Maturity Level? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Desk Implementation Success Criteria ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Integration with Deskside Technicians ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

“ Shift Left” ,[object Object],[object Object],[object Object],[object Object],[object Object]

Shift Left Transformation Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

RIM as an enabler to the Service Desk & Shift Left ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Example ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]

Integrated LEAN IT and ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],James P. Womack, Daniel T. Jones, “LEAN Thinking," Free Press 1996, 2003. ,[object Object],[object Object],[object Object],[object Object],[object Object],Business Value Remove Waste Standards Continual Improvement Metrics Best Practices People Automate Recommended IT Service Management Operational Model

Methodology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Assessment Deliverables ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ANALYSIS RECOMMENDATIONS IMPLEMENTATION ROADMAP

ITIL Process Maturity Initial Repeatable Defined Managed Optimized ( Ad Hoc/ Chaotic ) Some informal, few formal processes in place (Intuitive) Processes rudimentary defined, not consistently documented nor executed, substantial amount of circumvention (Qualitative) Policies, Processes defined and consistently documented, ownership and roles established, limited circumvention (Quantitative) Processes consistently documented and executed; ownership, roles and metrics established (Continuous Feedback) Interfaces, metrics, roles established, documented, adherence enforced and constantly managed by owners Client

Service Desk Assessment ,[object Object],Benchmark Source: itsmf 2011 Assessment Sections Section 1: Prerequisites 1.5: Management Intent 2: Process Capability 2.5: Internal Integration 3: Products 3.5: Quality Control 4: Management Information 4.5: External Integration 5: Customer Interface Passmark Manufacturing Average Client

Stefanini Tech Team - Help Desk to Service Desk

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Editor's Notes