Looking for it answers browse our service catalogue denise nahas kim huynh xolani ngwenya june 2008
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Information Systems Technology Customer Services (ICS) McGill University PowerPoint PPT Presentation


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“Looking for IT answers? Browse our Service Catalogue.” Denise Nahas, Kim Huynh, Xolani Ngwenya June, 2008. Information Systems Technology Customer Services (ICS) McGill University. Agenda for today. Our IT Organization Why we needed a service catalogue How we did it Challenges

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Looking for it answers browse our service catalogue denise nahas kim huynh xolani ngwenya june 2008

“Looking for IT answers? Browse our Service Catalogue.”Denise Nahas, Kim Huynh, Xolani NgwenyaJune, 2008

Information Systems Technology

Customer Services (ICS)

McGill University

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Agenda for today

Agenda for today

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

Our IT Organization

Why we needed a service catalogue

How we did it

Challenges

Maintenance and the future plans


Who we are

Who we are

McGill’s Information Systems and Technology Customer Services group is known simply as ICS.

ICS is the primary and first point of contact for IT help and problem resolution

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Where ics fits in the mcgill it structure

Information Technology Services

Chief Information Officer

CIO Office

- CIO Communication

- Finance and IT contracts

- IT strategies

- Human resource management

Network and Communications Services

Information Systems Resources

Information Systems & Technology Customer Services

Content and Collaboration Solutions

Project Management

Office

Where ICS fits in the McGill IT structure

- Applications

- Database administration

- Business production

- Infrastructure

- Telephony

- Enterprise systems

- Datacentre

- Data network and access

  • - Service desk

  • - LAN administration

  • - Training

  • - Technical writing/ Communication

  • PC support

  • - Application Support

- Document management

- Web services

- Graphic and multimedia design

- Learning technologies

- Major campus IT projects

- Methodologies

- Metrics and consolidated reporting

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Why we needed a service catalogue

why we needed A Service Catalogue

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


What we had

What we had

Multiple, overlapping web sites with redundant and/or outdated information.

A partial listing of services.

Had a mandate to create a unified website.

First generation of the unified website evolved into a simple reference page.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Where we needed to go

Where we needed to go

One collective IT voice to communicate our services to end-users.

One view

One model :“one stop shop”.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Service catalogue

Service Catalogue

  • The catalogue needed to meet the following criteria:

    • Clear defined scope

      • A portfolio of service categories with details on all relevant and related services.

    • Efficient & Effective

      • Speaks the user language; names of services, how to access and how to get help for these services.

      • Consistent (service description template, standards, styles)

      • Easily retrievable;

        • Navigate through groups of service categories and the index of services

        • Search the Knowledge Base

      • Trusted sources of information; reliable and available

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Service description template

Service Description Template

  • Our service description template in the catalogue consists of the following elements:

    • Name of the service and description

    • Who can obtain the service

    • How to obtain the service

    • How much it costs to obtain the service

    • Availability – when and where

    • FAQs, Best Practices, Training and Documentation

    • How to get support for the service

    • Feedback for the service description

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


It services page

IT Services Page

A one-stop shop for all IT services

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Design development and implementation

What it took and how we did it

Design, development AND Implementation

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


The conception

The conception

Obtained buy-in from the CIO and IT Directors to shut down the individual web pages and to move to a unique webpage that will be based on the service catalogue model.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Leadership and vision

Leadership and vision

  • ICS Director championed the cause

    • Laid out the vision of what our service catalogue should entail, how it will be accessed and how it is going to benefit the organization.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Service catalogue team

Service Catalogue Team

  • In-house project team formulated in May 2007

    • Team comprised of ICS Senior Manager, Technical Lead Developer, 3 Service Desk Consultants and 3 Technical Writers.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


The design guidelines

The design guidelines

Defined services from an end-user perspective.

An actionable service catalogue, not just a static listing of services.

Capture customer experience feedback to make sure their needs are met.

Ensure consistency in the service delivery.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Early stages of development

Early stages of development

Service catalogue team had to educate themselves on what a service consists of.

Researched what other Universities had both in content and presentation.

Critiqued various service catalogues to build a suitable model.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Taking inventory

Taking inventory

Inventoried services housed in different IT web pages, current and outdated.

Listed all services in an Excel spreadsheet.

Created a template to satisfy our service description structure.

Created a standards document with guidelines for content and styles.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Consultations

Consultations

Posted the service list to a Wiki page in a SharePoint site.

Identified various service owners for cross-functional involvement.

Reviewed and refined the services with the service owners.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


The final stages

The final stages

The Web Service Group designed the main IT page.

The service catalogue team planned the transition of information from the various IT web pages to the service catalogue.

Presented the service offerings and catalogue to a focus group and incorporated their feedback.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Challenges

Challenges

Delays in acquiring information.

Service owners have to sign off on the final representation of the services - A MUST.

Some services fit in more than one category.

Our template changed throughout the course of the project.

Maintaining multiple information sources while they co-existed.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Maintenance and the next steps

Looking into the future

Maintenance and the next steps

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Maintaining the content

Maintaining the content

  • The Content

    (Refers to the Categories and the Service Descriptions)

    • Service owners are responsible for communicating changes.

    • Technical writers and the Senior Manager decide what constitutes a service and its appropriate categorization.

    • Capture and analyze feedback in order to evaluate our decisions on the service names and information.

    • Annual audit of all service descriptions: service owners review and confirm the accuracy of the information.


Maintaining the appearance

Maintaining the appearance

  • Technical writers drive changes by:

    • Analyzing feedback from users and IT members.

    • Prototyping suggested changes.

    • Presenting to the service catalogue team for feedback, implementing changes.


Next steps

Next Steps…

Based on user requests, incrementally add IT services not offered centrally.

Continue promoting the www.mcgill.ca/it to the McGill Community.

Create views to the catalogue for students and staff through the portal.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


To conclude

To conclude

  • Placing the service catalogue at the heart of the IT web site and the knowledgebase :

    • Our ticket tracking system was redesigned to follow the service catalogue categories.

    • Our Service Level Agreements have been rewritten to point to the catalogue.

    • It has enhanced the communication and improved the delivery and measurement of the services.

      • From designing the service to delivering it.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Information systems technology customer services ics mcgill university

Questions?

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Thank you for attending

Download this presentation from our web site at:

http://www.mcgill.ca/ics/conferences/canheit-2008

Thank you for attending

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


A comparison of it services webpages

A comparison of IT Services WebPages

Same IT Services, different views on separate pages

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


A static listing of services incomplete

A static listing of Services - incomplete

Useful but not actionable in this state

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


It page its early form

IT Page, its early form

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Sharepoint wiki page view

SharePoint Wiki Page View

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


Ticketing system categories

Ticketing System Categories

Old classification

The new look, aligned to the Service Catalogue

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


New sla format

New SLA format

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary


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