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Global Service Desk (GSD)

IT Executive Learning Series

Tom PainterDirector, Global IT

Operations and Application Management and Computer

/ Telephone Integration(CTI) Services

THIS PRESENTATION SUMMARY IS FOR INFORMATIONAL PURPOSES ONLY AND MAY CONTAIN TYPOGRAPHICAL ERRORS AND TECHNICAL INACCURACIES. STATEMENTS ARE THE OPINIONS OF THE PRESENTER(S) AND DO NOT NECESSARILY REFLECT THE VIEWS OF DELL. THE CONTENT IS PROVIDED AS IS, WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KIND.

© 2006 Dell Inc. All rights reserved.

Trademarks used in this text: Dell and the DELL logo are trademarks of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and trade names other than its own.

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3

AMER

2000 - Decentralized Regional Processes

AP

JAPANEMEA

Dell operated 6? Service Desk sites in 2 languages aiding 30,000 global employees in 4 distinct regions which functioned in isolation creating disparate processes, procedures, and tools

… and now…

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2006 - Global Dell Site LocationsEMEA Service Desk

APJ Service Desk

Amer

icas

Ser

vice

Des

k

Global Follow the Sun Support

Argentina

Panama

Twin Falls

OKC

El Salvador

Waco

Edmonton

Roseburg Ottawa

Austin/RR

Puerto Rico

Mexico City

Colombia

São PauloPorto Alegre

Chile

Winston Salem

NashvilleOhio

Reno

Toronto

Sydney

Kawasaki

LimerickDublin

Scotland

BracknellParis

BelgiumAmsterdam

Sweden

FrankfurtHalle

Finland

Morocco

Dalian

Bangalore

Hyderabad

Delhi

Chandigarh

Penang

Philippines

Xiamen

MohaliSingapore

Miyazaki

ShanghaiBeijing

Hong Kong

Taiwan

Norway

DenmarkPrague

Poland

Bratislava

Athens

Italy

Geneva

Montpellier

Madrid

South Africa

Shenzhen

GuangzhouChengdu

Hang Zhou

Kuala Lumpur

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5

EMEA Service Desk

APJ Service DeskAm

eric

as S

ervi

ce D

esk

Global Follow the Sun Support

EnglishSpanishPortugueseFrenchGerman/Slovakian

ThaiMandarin

KoreanJapanese

12:00 AMCDT

12:00 PMCDT

12:00 AMCDT

06:00 AMCDT

06:00 PMCDT

06:00 AMGMT

12:00 PMGMT

06:00 AMGMT

06:00 PMGMT

12:00 AMGMT

APJ

EMEA

India

Service Desk – Languages and Time Zones

AMERAmericas

13 X English Support. 3 X Portuguese & English Support

2 x German, Slovakian & English (Bratislava)1 x English Support (Limerick)

2 x French & English (Casablanca)

India (con’t)

1 x English Agent (Penang) 6 x English Agent (KL hours TBD) 2 x Mandarin Agents (Penang)

2 x Japan Agents (Kawasaki) 1 x Korea Agent (Dalian) - TBV

1 x English & Mandarin (Penang)12 Hours Shift

India9 x English Support

APJ(con’t)

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143,600 Incidents Requested to IT per

month

Global Service Desk / Onsite Support

35,400 Incidents / Month

Incidents handled by Other Support Groups

Customer Base 81,350 - Head Count

APJ13,260 - Head Count

India13,090 - Head Count

Americas36,300 - Head Count

EMEA18,700 - Head Count

Internally Supported Business Partners

61% of Incidents reported via Web Tool

23% of Incidents generated via

automated monitoring

16% of Incidents generated

through phone contact

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“DAISY”On-Line WebSelf-Help and

Trouble Ticket submission

60 HD Agents500 : 1

30k clients

10K

TT / Month

TT / Month

54 HD Agents1500 : 1

2006

50K

100K81k clients

History

Low Quality Customer Service/Service Levels Improved Quality Customer Service/Service Levels

2000

Reduction in ticketsDue to self-help

Increase in ticketsdue to monitoring tools

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Service Desk Scope

Remote User Support• Prioritized phone support for 2600+ Account Executives

• Support for all remote and traveling employees• Remote Access – Virtual Private Network (RAVPN)

• Temporary Quarantines to download required updates • Wireless questions on campus, at home or traveling

• Support for 3500 Hand-Held device users

Software Support• Microsoft Suite• Installation and configuration help for 700+ Dell applications

Security Support• Password resets (400+ automated resets per day)• System compliance checks

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9

Web Interface for clients to log support requests• Provides global 24 x 7 online “self service” capability

allowing customers to troubleshoot and resolve issues without the need contact the Service Desk

• Can be accessed through any Dell system in any Region• EMEA DAISY supports language options – more ‘user-

friendly’• Reduction in volume of calls to the Global Service Desk• Route support requests directly to the correct Support

Team for resolution

Tools: Daisy

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Daisy Intranet Access

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11

Daisy Self Service Wizard (Americas)

12

Daisy Trouble Ticket Creation

7

13

Daisy Password Reset

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Daisy Language Support

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15

Remedy Helpdesk• Global tool for working and resolving incidents• Integrated with Daisy and KCS• Single repository for recording all incidents

Knowledge Centered Support (KCS)• Global tool open to all Dell I/T Support Groups• Integrated with Remedy• Self-service quick fixes available to Dell I/T Support

Groups

Chat Room• Global communication mechanism for internal customers

to enlist assistance from any Service Desk Analyst regardless of location

• Instant response when needed• Allow Service Desk Analysts to resolve multiple incidents

at any given time

Tools: Misc

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Remote Assistance

Web Interface for clients unable to access the Dell network

• information on how to connect

• alternative methods for connecting

• trouble-shooting common connectivity issues

• provides the necessary security downloads

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External (Courion) & Internal Automated Password Re-set Tools

•Complies with highest security complexity requirements•Available in EMEA and AMERICAS (excluding India). •Allows Clients to re-set their own passwords within minutes via the phone/web without having to log a Daisy Ticket.•Authenticates details listed in HR database

Future will include Global Password Reset Tool•Extend to regions currently not supported (India, APJ)•Allows global contractors and temps to utilize password reset tool•Clients set their own profile for verification instead of the tool authenticating details against HR database

Internal Automated Tool to Grant and Remove access to Remote Access / Virtual Private Network (RAVPN) Work Orders

Security Access Tools

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Customer Experience survey randomly distributed to 75% of clients after their support request has been closed.

25% of clients receiving survey respond

Results used to drive process improvements within the Global Service Desk

Survey Questions:

1. Do you feel you received a response to your issue within a reasonable amount of time?

2. Was the resolution of your issue complete and accurate?3. Did the I/T Service Desk analyst understand your issue?4. Was your issue resolved in a timely manner?5. How would you rate the professionalism of the analyst who worked your issue.6. Overall, how would rate your experience with the I/T Service Desk analyst.

Customer Experience (CE) Satisfaction Survey

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Results: Customer Experience Metrics

Calendar year 2005 Customer Experience (CE) goal was 80% meet or exceed

Calendar year 2006, CE goal set to 85% (stretch goal of 90%)

Current CE average = 85% met or exceeded customer’s expectations

Customer Experience Metrics - % YES, Exceeded / Met Expectations

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Month

% Yes

2005 2006

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JAPAN

APCC

EMEA

AMER

In the Beginning: Regional Processes

AP

JAPANEMEA

11

21

JAPAN

APCC

Integrated In

Prog

ress

EMEA

AMER

Next Step: Process and System Integration

AP

JAPAN

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Summary: Daisy has enabled

% of Automated Service Requests:

Supported Languages:

Client to Analyst Ratio:

% of Incidents Generated by Phone:

Global Service Desk Locations:

2000Xxxxx

0.0%

2

500 : 1

Xxxx100%

Xxxxxxxx6

2006Xxxxx

61%

10

1500 : 1

Xxxxx16%

Xxxxxx12

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Questions & Answers

Backup

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Populate Knowledge Center Services (KCS) system

• Knowledge base application to be used across all support teams

Improve Mobile Messaging Support Structure

• Improve SLA support for TREO’s and Blackberry’s

• Train global team and work escalations

More Next Steps

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Distribute Customer Satisfaction Surveys

Streamlined Queue Management• Subject Matter Experts for escalations• Tickets categorized before assigning• All tickets assigned within 8 clock hours

Prioritized Queues – (1st) Remotes, (2nd) Local Remotes, (3rd) All Others

Formalized Level 1 New Hire Training• Outline of key Accesses required• Documented list of Applications and key knowledge requirements• Knowledge Center Support (KCS)• Level 2’s as trainers

Monitor Automated Deployments• System Management Software (SMS) Software / Patch deployment

Require user validation of resolution prior to closure

Updated Daisy Articles (self-service)

Implemented Improvements

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8 Bangalore5 Chandigarh

2 Casablanca1 Limerick

2 Bratislava

11 Round Rock3 Eldorado do Sul

Manager, India Manager, AMER Team Lead, EMEA

Global Manager

Manager, APJ

6 Kuala Lumpur8 Penang2 Dalian

4 Kawasaki

Organization

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Q1 FY06 Q4 FY06Q2 FY06

EMF integration into the Global Service Desk

(GSD) Completed

Rollout of Automated Password Reset Tool

to UK & Ireland

GSD rollout to UK & Ireland

GSD rollout to Remaining EMEA BU’s

Rollout of Automated

Password Reset Tool to EMEA

French Business Unit (BU) Support GSD live

GLOBAL, FY07 -Automated

Password Re-set Tool

AP – GSD Integration

Q4 FY07Q3 FY07Q2 FY07

GLOBAL System Requirements

Documented for system upgrade Japan – GSD

Integration

Planned

Completed Global Service Desk – Malaysia

(English)

EMEA -German/Slovakian BU Support GSD, go-live Q2, FY07

India Integration into GSD

Strategic Roadmap

Q4 FY05

Q1 FY07

Q3 FY06

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Mission Statement

Be the single point of contact to ensure a stable, secure, I/T environment for internal Dell employees.

• Provide a global, consistent, high level of service

• Conform to I/T Infrastructure Library (ITIL)-driven standards through Global follow-the-sun 24x7 support

• Utilize common policies and procedures• Enable customers to resolve problems

through online self-service tools• Focus on exceptional Customer

Experience • Business Partner requirements• Speed of response.Resolution

&Customer

Satisfaction

Recurrences

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Results: Americas/EMEA Trouble Ticket SLA

Sev 1 – Urgent (Critical application down)Sev 2 – High (Impacting large group; Critical app slow)Sev 3 – Medium (Impacting small group)Sev 4 – Low (Impact single client)Sev 5 – Routine (Access request)

Sev 1 – 4 clock hoursSev 2 – 8 clock hoursSev 3 – 20-40 working/business hoursSev 4 - 40 working/business hoursSev 5 – 80 working/business hours

Americas/EMEA Daily Incident Resolution SLA

0

100

200

300

400

500

600

700

800

900

1000

Jul 1

8

Jul 1

9

Jul 2

0

Jul 2

1

Jul 2

4

Jul 2

5

Jul 2

6

Jul 2

7

Jul 2

8

Jul 3

1

Aug

1

Aug

2

Aug

3

Aug

4

Aug

7

Aug

8

Aug

9

Aug

10

Aug

11

Aug

14

Aug

15

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Tickets Closed % SLA

Target - 80%of all Incidents resolved within SLA

Avg 657 incidents closed dailyAvg 84.74% incidents resolved within SLA

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Summary

Post-Daisy implementation:54 Level 1 Global Service Desk Analysts (SDA) support:

• Global phone and web support• 24 x 7 English, Mandarin language option and web support• M-F 8:00 am – 5:00 pm (local time) support for French, German, Slovakian,

Portuguese, Japanese, Spanish, and Korean language options• 81,000+ customers / 35,400 Monthly support requests

• SDA : Customer = 1 : 1500• SDA : Trouble Ticket = 1 : 656

• 12 Global Team Locations:• AMERICAS: United States, Brazil• EMEA: England, Ireland, Morocco, Slovakia• INDIA: India (2 locations)• APJ: Malaysia (2 locations), Japan, China

Integration of Support Systems• APJ: Migrate to a single incident logging and recording system