Expanding Service Desk Capabilities

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Tracy Maxwell
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1 Expanding Service Desk Capabilities Using a Roadmap Approach to Improve Service Management Ron Trujillo rontrujillo@lanl.gov Nanette Mayfield mayfield@lanl.gov May 3, 2017 Operated by Los Alamos National Security, LLC for the U.S. Department of Energy's NNSA LA-UR

2 Agenda Background and Challenges Why a Roadmap? Resources: People, Processes, and Tools Roadmap Guiding Principles Roadmap Approach Roadmap Execution Priorities Recommendations 5/16/2017 2

3 Background and Challenges Background IT Service Management (ITSM) effort established, AskIT Service Desk BMC Remedy Incident Management IT Service Catalog Knowledge Management Request Fulfillment Management Change Management Continual Service Improvement (CSI) Challenges Maintaining daily operations while implementing CSI opportunities Streamlining and formalizing processes Assigning resources effectively and efficiently Identifying work scope and related benefits Identifying top priorities We established a roadmap to address our ITSM challenges. 5/16/2017 3

4 Why a Roadmap? Establish a baseline Current state and proposed future state Identify resources: people, processes, and tools Identify drivers: support staff benefits, customer benefits Strategically align the organization Balance resources between new capabilities, CSI, and existing work Identify and prioritize opportunities to reduce and mitigate challenges Prioritize work based on multiple factors Develop clear communications strategy We need to stay focused as we expand our ITSM scope. 5/16/2017 4

Service Desk Analysts Knowledge Management Cl

Service Improvement ITIL Change Management

Project Management applications The roadmap

5 Resources: People, Processes, and Tools People ITIL Process Owners ITSM Champions Service Desk Analysts Knowledge Management Cl o u d Service Catalog Processes Continual Service Improvement ITIL Change Management Incident Management Request Fulfillment Tools Project Management applications The roadmap helps allocate resources to high priority tasks. 5/16/2017 5

6 Roadmap Guiding Principles Use ITIL best practices to ensure effective and efficient service delivery and customer support Build on successes and make continual improvements to our services Provide new capabilities to customers while balancing resources appropriately Understand the drivers behind each roadmap activity Focus resources on the highest priority activities Expand service offerings and improve customer support. 5/16/2017 6

Roadmap Approach Identify ITSM process areas, points of contact, and future state drivers Understand the total cost of ownership for ITSM efforts Prioritize

7 Roadmap Approach Identify ITSM process areas, points of contact, and future state drivers Understand the total cost of ownership for ITSM efforts Prioritize improvements, quick wins, and new projects Solicit the voice of the customer and address feedback Identify current state and future state opportunities. 5/16/2017 7

Roadmap Execution Apply Project Management principles and rigor Roadmap incorporates processes, activities, people, tools, and priorities Emphasis on scope, schedule, cost

8 Roadmap Execution Apply Project Management principles and rigor Roadmap incorporates processes, activities, people, tools, and priorities Emphasis on scope, schedule, cost savings, and efficiencies Scope Schedule Resource loading and costs The roadmap identified 3 top priorities: onboarding, Service Desk capabilities, and a call center. 5/16/2017 8

9 Priorities: Onboarding Scope 83 IT services and 88 business services to date 37 services onboarded in services scheduled for the rest of the year Benefits Centralized support: customers use AskIT as a single point of contact Reduced costs through efficiency and resource management Standardized ticketing tool Aim to deliver seamless customer support Services Supported by AskIT IT Services Business Services 5/16/2017 9

customers to request service Prompt customers to provide more information to AskIT

10 Priorities: Service Desk Capabilities Scope Desktop icon Chat feature Remedy integration capabilities with Broadsoft and Bomgar Ask for Help Benefits Easier for customers to request service Prompt customers to provide more information to AskIT and support groups Deploy improvements that benefit both support staff and customers. 5/16/

Priorities: 311 Call Center Scope Design and implementation Develop sustainable funding model Support integration of services across the Laboratory Benefits

11 Priorities: 311 Call Center Scope Design and implementation Develop sustainable funding model Support integration of services across the Laboratory Benefits Improves the customer experience Increases employee productivity Allows AskIT to focus on IT and business services 311 as a one-stop shop for customer service. 5/16/

12 Takeaway Complexity of ITSM initiatives requires maintaining daily operations, implementing continual service improvements, and deploying new capabilities Roadmaps provide the information and drivers required to make strategic decisions Advocate for the use of roadmaps in order to strategically align the organization and execute on highest priorities 5/16/

Questions and Contact Information Ron Trujillo Acting Deputy Division Leader, Service Innovation (505) 667-2914

13 Questions and Contact Information Ron Trujillo Acting Deputy Division Leader, Service Innovation (505) Nanette Mayfield Chief of Staff, Service Innovation (505) /16/

Welcome! ITSM Academy

Welcome! ITSM Academy Welcome! 1 About ITSM Academy Accredited Education Certified Process Design Engineer (CPDE) ITIL Foundation ITIL Capability (OSA PPO RCV SOA) ITIL Lifecycle (SS SD ST SO CSI) ITIL Managing Across the Lifecycle