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Welcome Service Desk & Deskside Support Professionals

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Welcome Service Desk & Deskside Support Professionals. Today’s Topic: “Discuss creative ways within your organization to foster teamwork between Service Desk & Deskside Support”. Thank you to Macerich for providing the location and to Numara Software for sponsoring this session!. Agenda. - PowerPoint PPT Presentation

Text of Welcome Service Desk & Deskside Support Professionals

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Welcome Service Desk & Deskside Support ProfessionalsThank you to Macerich for providing the location and to Numara Software for sponsoring this session!Todays Topic: Discuss creative ways within your organization to foster teamwork between Service Desk & Deskside Support

AgendaAgenda:11:30 to 11:45: Lunch & Chapter Updates11:45: Round Table Discussion lead by Linda Fields, VP of Special Events12:45: 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.comArizona Web-Site www.azhdi.comNow 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 UpdateOpen 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 @jenservice1Vice President of Communications; Ralph Devlin, Macerich [email protected] Webmaster; Ted Cohen, Central Arizona Project [email protected] Vice President of Special Events Linda Fields, [email protected] President of Membership; Bruce Gleaton, [email protected]

Numara DiscussionWhat 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 managementGartner, Integration Points Between PC Asset Management and the IT Service Desk Report, August 2009In 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 requirementboth 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

Desktop Support Survey Highlights578 Survey Responses30+ industriesCustomer base 20,000 worldwideSections:Staffing, Salaries, and Organizational StructureTechnology and Remote SupportProcessesMetrics

Measurement of Desktop support incidents & service requests

% of Desktop tickets that could have been resolved by support center

IT Video

This is a motivational video for IT. It really illustrates and solidifies why we do the job we do everyday and strive to do it better.Round Table SessionFacilitated by Linda FieldsTodays 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 MacerichMacerich (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 countrys 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 UsIT DepartmentHas 80 employees spread between SM and PHXHelpdeskServes:4 corporate offices71 regional mallsOver 2500 employees7 Technicians2 in SM5 in PHX

Macerich InfrastructureDATACENTERDEV/TEST/PROD243 Servers190 are virtualRunning on 14 physical boxes36 virtual XP workstations running on same VMware ESX Clusters83% virtualized throughout all environments2 10 ton CRAC Units80KVA UPS150KW GeneratorWe have rack level temperature and humidity sensors and meter individual server power consumptionNetapp storage for everything, we have about 140TB of storage (not data) in the Phx data center

Orion currently monitors and collects data for 1321 devices across 80 sites, including 3338 network interfaces.

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