SESSION 605 Tuesday, November 3, 2:45pm - 3:45pm Track: Industry Insights

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SESSION 605 Tuesday, November 3, 2:45pm - 3:45pm Track: Industry Insights How Rebooting our ITSM Tool Improved The Customer Experience Ann Swancer Associate Director, IT Services, University of New

1 SESSION 605 Tuesday, November 3, 2:45pm - 3:45pm Track: Industry Insights How Rebooting our ITSM Tool Improved The Customer Experience Ann Swancer Associate Director, IT Services, University of New Mexico aswancer@unm.edu Session Description Who gets the chance to revamp their ITSM tool without changing vendors? The University of New Mexico IT department was able to seize just such an opportunity by simply shifting their thinking and leveraging feedback from their customers. In this session, attendees will discover the specific approaches used by UNM to transition from a four-level service category structure that was focused on a technical view of their services to a more customer-friendly approach. Find out how you can redesign your ITSM tool to become a more device and symptom-based approach for reporting incidents and how this new approach can impact your customers. (Experience Level: Intermediate) Speaker Background Ann Swancer is associate director of IT services at the University of New Mexico. She has more than two decades of customer service and support experience in telecommunications and networking, ranging from sales to service desk management to business relationship management. Ann is an ITIL Expert and service request process manager and an active member of the team managing UNM IT's ITSM tool.

How Rebooting Our ITSM Tool Improved the Customer Experience Ann Swancer Associate Director, Customer Support Services About UNM Founded in 1889 as New

2 How Rebooting Our ITSM Tool Improved the Customer Experience Ann Swancer Associate Director, Customer Support Services About UNM Founded in 1889 as New Mexico's flagship research institution Largest post-secondary institution in the state based on total enrollment One of the state s largest employers 2

3 Topics Background Our self-service portal then and now Reorganizing our thinking Benefits of new approach 3 Background HSC IT UNM Hospital UNM IT 2011 implementation was a joint venture between 3 IT units at UNM Challenges arose with ongoing development of the tool 4

4 Opportunities Reduced Resources Provide value Increased Demand on IT to Deliver Improve Quality 5 Why not a new tool? Functionality of tool Relationship with vendor Technical staff knowledge of the tool Return on investment Timeline and cost 6

Our portal then and Now Previous Portal New Portal Supported services from 3 organizations Incident and Service Request mixed Some services only

5 Our portal then and Now Previous Portal New Portal Supported services from 3 organizations Incident and Service Request mixed Some services only available to certain units. Only services offered by UNM IT Simplified interface Captures the information we need to deliver service and respond to incidents 7 8

6 9 Category Service Business Line My Incident Request Type 10

7 Customer can t tell us what they know. Break/Fix New Modify Disable 11 Results from Focus Group It is confusing that the quick searches are broken out by Organization Really need to know IT to use the Self Service Portal Participants commented that the pre-populated tickets were too busy looking, which made them confusing Don t like having to categorize request Branching is confusing Too many steps 12

8 Goals Ease of navigation Modern presentation Split incident from service request Improved alignment to service request and incident processes 13 Flipping our Thinking Engaged a vendor partner Invited a group from UNM IT to discuss options Reviewed examples from other implementations using the same tool 14

9 Flipping our thinking Service Request Incident Developed a short list of requests. Moved towards more end-user friendly language Grouped the technical services in one place Start with the device being used Capture the symptoms and information about last time action was performed. Have technician record true area of failure

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14 Request catalog entries Based on data from the previous implementation Not all requests made it onto the list 4 new requests: consulting, estimate, enhancement and feedback 25 Devices and symptoms Reviewed incidents for common device types and symptoms Technical teams provided input into symptoms and area of failure Converted symptoms to user language 26

Challenges IT Staff want to see the thing they do

our BLCSR Request catalog consensus Symptom detail

environment 27 Benefits Simple interface for

want to request Opportunity for users to tell us

15 Challenges IT Staff want to see the thing they do reflected in the self service portal Attachment to our BLCSR Request catalog consensus Symptom detail consensus Consultant not understanding our environment 27 Benefits Simple interface for customers Separated something is broken from I want to request Opportunity for users to tell us what they know Status of request or incident is visible to user 28

16 I have used the portal and the help desk. I think the changes are infinitely better and much easier to use. Customer Comments I think the recent changes to the portal are fantastic for the customer. Simple, direct, easy for end users to navigate. If the matter is urgent, I call. That said, the selfservice portal is almost as fast and more convenient for me to use. I have used Help.UNM for as long as it has been available. The improvements are great! Until the recent changes in the portal, I exclusively called the help desk. The new portal is much more user friendly and intuitive. Now I almost exclusively use the portal. 29 What s Next Make improvements to the portal based on feedback Consider portals by audience Publish metrics Integrate outage notifications Publish change calendar Integration with telemanagement system 30

17 Thank you for attending this session. Please don t forget to complete an evaluation form! aswancer@unm.edu

Session 608 Tuesday, October 22, 2:45 PM - 3:45 PM Track: Industry Insights

Session 608 Tuesday, October 22, 2:45 PM - 3:45 PM Track: Industry Insights Can Large Transformation Projects Work? Isabelle Baird Manager, Technology Consulting, PricewaterhouseCoopers LLP isabelle.baird@us.pwc.com