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Welcome Service Desk & Deskside Support Professionals
Thank you to Macerich for providing the location and to Numara Software for sponsoring this session!
Today’s Topic: “Discuss creative ways within your organization to foster teamwork between Service Desk & Deskside Support”
AgendaAgenda:• 11:30 to 11:45: Lunch & Chapter Updates• 11:45: Round Table Discussion lead by Linda Fields, VP of Special Events• 12:45: Ralph Devlin, VP of Communications will give a tour of Macerich Data Center,
Service Desk/Deskside Support areasHDI Info :
• HDI National Web-Site www.thinkhdi.com• Arizona Web-Site www.azhdi.com• Now on Twitter @azhdi, Facebook “Arizona HDI Group”, Linked inCall for volunteers: We should be one of the top chapters within HDI!!!
• Need Active board members & volunteers!! Strength in numbers.• New Sponsorship Program for 2011-2012.• Need “Analyst of the Year” committee members. • Please stop by after or send an e-mail to [email protected].
AZHDI Board Update• Open Board Positions. Interested?
– VP of Programs (10 Hours Month)– VP of Vendor Management (5-10 Hours Month)– VP of Finance (5 Hours Month)– [email protected] Contact us if you are interested!
• Current Board: – President; Jennifer White, CompuCom:
• [email protected] or (480) 297-8016.• Twitter @jenservice1
– Vice President of Communications; Ralph Devlin, Macerich• [email protected]
– Webmaster; Ted Cohen, Central Arizona Project • [email protected]
– Vice President of Special Events Linda Fields, EnSynch• [email protected]
– Vice President of Membership; Bruce Gleaton, [email protected]
Numara Discussion
• What are the best practices used to facilitate the hand off of a ticket between the service desk & desk-side support?
• What key information is required to properly hand off the case between service desk and desk-side support? What level of detail is required?
• IT organizations can save an estimated 20 to 30% of the total asset lifecycle management costs of their PCs by integrating PCLM/ITAM processes and technologies with IT service desk tools and incident and problem management”Gartner, “Integration Points Between PC Asset Management and the IT Service Desk Report”, August 2009
• In the last few years, Enterprise Management Associates (EMA ) has championed asset management strategies that adopt a more service-oriented versus component-oriented perspective. The combination of Numara Asset Management Platform with Numara FootPrints is a striking step forward in addressing this requirement—both in its simplicity, as well as its elegance and extensibility.”
Enterprise Management Associates, “Numara Software Delivers Powerful New Asset Management Capabilities to Complement its Service Desk Portfolio”, September 2009
AZHDI Meeting Update3rd Quarter Event: • Save the Date: July XXX is Summer networking event.• We can do a Diamondback event, but need sponsor & active committee members to
make it happen!– Costs: Free to Members. Non-Members $40.00.
4th Quarter Event: Analyst of the Year: Planned for Q 4 2011.• Costs: Free to Members. Non-Members TBD.** May squeeze in a fall networking event. Look on linked in/twitter/facebook and
www.azhdi.com for updates.Other: • HDI Connections: Past meeting presentations, articles or links you would like to
share. Tab located on www.azhdi.com. You can request a login ID to be added to the e-mail list .
• 2011 Survey Results are out for Service Desk & Desktop Support go to www.thinkhdi.com
Service Desk Survey “Highlights”• Phone and e-mail remain, by
far, the most utilized channels of support, followed by walk-ups – also most expensive
• Chat use seems to be on the rise in the industry, but 2010 is the first year it is offered by as many support centers as fax.
• Social media added to the list in 2010 with 5% using and 3% measuring
20102009200820070
10
20
30
40
50
60
70
80
90
100
% Receiving incidents through each channel
Phone
Walkup
Web Request
Auto-logging
Self-help
Chat
Fax
Social media
Desktop Support Survey “Highlights”• 578 Survey Responses• 30+ industries• Customer base <200 to
>20,000 worldwide• Sections:
• Staffing, Salaries, and Organizational Structure
• Technology and Remote Support
• Processes• Metrics
Measurement of Desktop support incidents & service requests
% of Desktop tickets that could have been resolved by support center
IT Video
Round Table Session
Facilitated by Linda FieldsToday’s Topic: “Discuss creative ways within your organization to foster teamwork between Service Desk & Deskside Support”
– Which KPI is most important "First Call Resolution" or "Customer Satisfaction"
– What are the best practices used to facilitate hand off of the ticket between service desk & deskside support?
– What is the escalation process? And how long do you wait before escalation?
– What key information is required to properly hand off the case between service desk and deskside support? What level of detail is required?
– Open Discussion
About Macerich
Macerich® (NYSE: MAC) aligns exceptional retail properties in attractive U.S. markets with the business goals of the nation's retailers and the shopping preferences of local consumers. The company is one of the country’s leading owners, operators and developers of major retail properties.
Total gross leasable area is 74 million square feet in 71 regional malls.
Macerich has been headquartered in Santa Monica for more than 30 years. With its significant acquisitions of Westcor in 2002 and Wilmorite in 2004, Macerich gained a definitive national footprint and added high-performing properties and a roster of new opportunities for its retail partners.
About Us• IT Department– Has 80 employees spread between SM and PHX
• Helpdesk– Serves:• 4 corporate offices• 71 regional malls• Over 2500 employees
– 7 Technicians• 2 in SM• 5 in PHX
Macerich InfrastructureDATACENTER
• DEV/TEST/PROD– 243 Servers
• 190 are virtual• Running on 14 physical boxes
– 36 virtual XP workstations running on same VMware ESX Clusters– 83% virtualized throughout all environments
• 2 10 ton CRAC Units• 80KVA UPS• 150KW Generator• We have rack level temperature and humidity sensors and meter
individual server power consumption• Netapp storage for everything, we have about 140TB of storage (not data)
in the Phx data center
