The Help Desk is Dead; Long Live the Service Desk
A presentation and discussion of the ongoing Service Management approach to assisting students, faculty and staff at the Community College of Rhode Island
Dawn Lewis, Director of User ServicesSteve Vieira, Chief Information Officer
CCRI
Academic Computer Labs
The Problem; Five Years Ago
A single Help Desk; one campus; only two staff
members
Open limited hours
Password reset policies antiquated and difficult
Volume of calls greater than capacity to handle them
Ticketing system with inadequate licensing; limited
reporting; poor usability
Help Desk burden of calls
Expanding the ACD
Academic Computer Labs open to 10 pm and some
weekend hours
Setup the Automatic Call Distribution system to ring
phones in the labs
Trained student employees on how to direct questions
and enter tickets
Immediately had a positive effect on the number of
dropped calls
Particularly important during the annual peak periods
Password Reset Policy adjustment The policy; good intentions; bad customer service
Moved capability to each ACL
Providing service where the people were
Upgraded security of the system
Ticketing system issues Not enough licenses for all staff
No means of monitoring status for individuals
Too difficult to close out tickets
Lacking in substantial reporting
New devices meant additional client licenses
Accountability in question
ITIL Framework training for all staff
Common vocabulary
Services we provide
Service level agreements
Efficiency, effectiveness
Can we measure our effectiveness?
Our Constituents Traditional and non-traditional students
Varied levels of technology experience
BYOD explosion
Just in time and service on demand
FAQ and Reading documentation
Multiple devices so various formats
Minimal learning curve technology
Adopted for all constituents
Service Desk – a model for service delivery
Help Desk – end-user focused
Service Desk – end-user and internally focused
Inward focus on the day-to-day business processes
Help Desk goal – fix user problems
SD goal – reduce costs and raise efficiency
Tactical versus Strategic Help desks solve problems as they arise
Service desks overarching goal of improving IT
Monitoring and assessing current processes/trends
Opportunities for IT processing efficiency
Fixing versus Root Cause Help Desk
Printer issues
Deadlines
Finding solutions
Service Desk
Why are things happening?
How can they be globally impacted?
Does the issue have a deeper reason for happening?
The Long Game Keeping users happy now
While determining fundamental long-term changes
ITIL
Terminology
IT service management (ITSM)
Service catalog
Self-service portal
Formula for Calculating Value
Knowledge Base “Smart content”
Constantly updating proactively
Based upon needs and issues
Reusable framework for channel value
Google phenomenon
Lower costs, satisfied users, time savings
Passive to Empowered Users
Imbedding the technology Request leads to self-service option
Opportunity to view documentation, FAQs, videos
Information specific to request without searching
Provide multiple formats for varied population
Users open their own tickets
Users monitor the progress of their open tickets
Guaranteeing Great Self-Service Know your end users
Review, Test and Analyze
Get Feedback
Use Social Media
The portal needs constant feeding and caring
KPIs Cost per service desk contact
End-user satisfaction
Rate of first contact resolution
Rate of first level resolution
Overall service desk performance (“Do we and our end
users believe we’re doing a good job?”)
Service desk agent satisfaction
Service desk agent utilization
Benchmarking85% of responding organizations measured average speed to answer (in
seconds), and the average range was 10 to 20 seconds.83% of organizations measured call abandonment rate, with an average
abandonment rate of under 5%.Only 25% of organizations measured average cost per call. For these, the
cost averaged around $6 to $8.Only 16% measured cost per email, and this figure averaged around $4.50 to $8.87% of responding organizations measured first contact resolution rate,
with the average running 61 to 70%98% of organizations logged incidents on a monthly basis, and these ranged from 1000 to 2000 incidents per month, on average.87% of organizations measured percentage of incidents fixed at first level,
and the average was 71-80%76% of responding organizations said they measured the percentage of
incidents escalated beyond first level, with an average of under 10%
Video snippets Short and to the point
Commercial and home grown
YouTube; Smartphone; Web Sites; Portal
More training materials online for repetition
Student orientation
Self-serve without a phone call
Gathering feedback
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