Client Service , IT(IL) Best Practices & Request Tracker on a Federated IT campus click

1. Client Service,IT(IL) Best Practices & Request Tracker on a Federated IT campusclick http://ist.uwaterloo.ca

2. Peggy Day, Manager Service Desks pday@uwaterloo.ca Lisa Tomalty, Manager Customer Relations and Support ltomalty@uwaterloo.ca

3. Agenda • Overview • ITBest Practices (ITBP) Project • Goals • Customer service connection • Progress • Other connections... • Request Tracker 4 (RT4) Implementation Project • Goals • Customer service connection • Progress • Other connections • Service Desk Initiatives group • Mission • How? • Progress • Impact • Summary/Questions/Contact info ….

4. Overview • Federated approach to IT service and support • Campus IT projects/initiatives: • IT Best Practices (ITBP) Project • Request Tracker 4 (RT4) Implementation Project • Service Desk Initiatives group • Endeavour to bring campus IT units together to share in discussions and planning

5. IT Best Practices (ITBP) Project Campus wide IT project

6. ITBP Goals • The ITBP project endeavors to • Examine three key IT processes* • Define new best practices using ITIL as a resource • Goal: improve value of the related IT services • Share recommendations with management, campus IT committees and dependent projects • Increased capability and productivity of IT staff • Improved systems/applications availability • Improved campus IT collaboration/communication • Clearer roles and responsibilities/terminology *Change Mgmt, Service Ops, Knowledge Mgmt

7. What is ITIL? (Information Technology Infrastructure Library) • ITIL can be a resource for effective IT Service • Non-prescriptive (can use parts)–”ITIL-lite” • Framework of “suggestions” for managing IT services • Provides approaches/models/etc. • E.g. Continual Service Improvement (CSI) • Validated across many other organizations • Customer focused • Focus on providing the value to customers

8. Customer Service Connection • Service Operations • Messaging to users from RT4 • Improve efficiency, turnaround time, transparency • Ensuring user requests are owned; reminders • Prioritization • Knowlege Management • Knowledge Base • Share info/solutions between IT units improves quality of service • Improve efficiency when solving user requests • Allow users to search public knowledge base • Examine and make recommendations around ways information is stored and accessed • Change Management • Ensure systems are available AMAP • Ensure good communications with customers/users/other IT staff when changes occur

9. Progress • Initial processes have been chosen • Change Management (CM) • Service Operations (SO) (generally at first) • Knowledge Management with focus on Knowledge Base (KB) • Planning/timelines are complete • Discussions on the three processes in progress • Initial recomendations for KB complete • Initial recommendations for SO complete pending team approval • CM is developing recommendations • And using current CM initiative as case study

10. Other Connections • Part of an emerging service quality program of projects: • ITBP • RT4 Implementation (dependent on ITBP) • SLA • Asset Management • Service Catalogue (TBA) • Others (TBA) • Recommendations from ITBP will • Be passed to RT4 project (KB, SO, some CM (e.g. Service Updates)) • Influence emerging IT Service Quality Program

11. Request Tracker 4 (RT4) Implementation Project Campus wide IT project

12. Goals • Enable IT units to share/collaborate on IT incidents, requests, problems • Leverage new functionality of RT4 • Move request forms to RT4, ensure usability/accessibility • Provide training, documentation and communication • Expand use of system to other IT units on campus • Implement recommendations from ITBP and previous RT Investigation Project • Shared knowledge base

13. Additional Goals • Shared administration and development • Ability to integrate with asset management and other systems • Future integration with Service Catalogue

14. Customer Service Connection • Improved IT service support through • User request interface • Efficiency • Training “issue solvers” • Workflow/linked tickets • Knowledge base • Prioritization/escalation • Future integrate with asset management and other systems • Collaboration between and within IT groups • Eventually self serve knowledge base

15. Progress • Development and production systems • Testing • Training/Documentation • Knowledge base (“Articles”) • New user request forms • Recurring tickets • Tools investigation for synchronizing accounts/groups with AD/LDAP • Reporting/metrics investigation/planning (using Cognos reporting tools) • Shared queue administration • Customizable email templates

16. Phase 2 • New Features (e.g. workflows, escalation) • Migrations • Make operations and upgrade recommendations • Searching: improve UI and/or “canned” searches • Metrics • RT Administrator’s group • Ongoing training/documentation

17. Other connections • Dependencies • ITBP (criteria) • Cognos 10 Reporting tool (metrics) • Future integration with • Service Catalogue • Asset Management • SLA project (SLA plug in)

18. Service desk… • clip… https://uwaterloo.ca/information-systems-technology/services/computing-help-information-place-chip

19. Membership • This group has representation from all faculties and most IT units on campus • Grew out of an already existing campus wide group of IT user support professionals

20. Service Desk Initiatives Group • IT Service Desk collaboration • To allow members to focus on improvements and new initiatives • Service improvement • Shared documentation and training • Advertising/marketing • Communication (e.g. new web site) • Tools and solutions

21. How do we do this? • Regular meetings ( one per term) • Presentations from specialized service areas • Tracking emerging initiatives • Co-op training • All faculties and departments are invited • 2 days in length • Covering everything that a new co-op would need to know • Includes customer service training • Social events that everyone is invited too

22. Impact • Positive impact on IT services and support across campus. • Collaboration • Improved interaction between faculties and IST, as well as after hours service desks (library and residence) • Customer experience • Positive feedback from clients regarding referrals done by the service desks on their behalf • Service quality • Services across the campus have improved through good interaction between units

23. FEEDBACK • Good buy in from all facilities • Co-op training is very well received • “What I saw was a well put together series of appropriate material for our two co-op students (and me!). Please pass on my compliments to all involved in setting this up and count me in for upcoming terms. C Holmes CECA”

24. Summary • Federated IT initiatives take more time but… • Collaboration • Sharing • Raising awareness • Inclusive • Keep in mind collective end goals • Service quality • IT value • Customer experience

25. Questions? Thank you!  • Lisa Tomalty ltomalty@uwaterloo.ca • Peggy Daypday@uwaterloo.ca