Service Desk Good Practice Guide – Benchmarking survey results January 11 th 2012

The participants Total of 61 respondents Geographically dispersed including northern, southern and midland England, Scotland, Wales and Northern Ireland One missing area – East Anglia

Number of undergraduate students

Number of postgraduate students

Number of staff

Number of student workstations

Is your classroom support/AV/Media Unit (media equipment loans, video conferencing support, classroom support, edit suites, media help desk etc) merged with your IT Support Service?

Number of staff on the Service Desk?

Which of the following best describes your organisational structure?

Which of the following services are delivered through outsourced mechanisms? (please select all that apply) Student 23 Student storage:5 Staff 4 Staff storage: 0 Desktop support: 0 Out of hours student IT support:14 filtering: 9 Data centre: 1 Backup storage:2

Does the central IT department have a service level agreement with internal customers?

What services does your Service Desk directly support? All centrally provided services. It routes calls for distributed services. Mainly provide staff with password resets, account creation, queries and call logging Desktop staff computers, Audio visual in teaching rooms, mobile video conferencing account management, central IT services, some help with specialist software All University use of IT and computing facilities. Some support of personal staff and student machines where their use intersects with University- based services. All IT systems, academic and admin/business systems Identity management (password resets etc), virus malware issues, student administration service, service, corporate applications, desktop IT queries, faculty IT, AV, software services, security and policy etc

What services does your Service Desk directly support? cont Everything from , MS Office etc. to SAP We handle any IT related query on a best efforts basis. There is a separate service desk for Management Information Systems, so these queries we pass on. Access management, mobile devices, student laptops (on a "best endeavours" basis, some application queries. App. Dev. Int. & Support Audio Visual and Media Comms and Collaboration Computing Infrastructure Desktop and Personal Computing Help & Consultancy Services Junk Learning-technology Services Library Museums & Galleries Research Support UK & International Engagement

What services does your Service Desk directly support? (3) Network: Wired, Wireless, Study Bedroom, VPN Staff & Student Application support: MS office and Information systems Account manangement: Password reset, quota management, enrolment and registration File management: Storage, recovery Printing: printer hardware support, fault fixing, advice All Active Directory Services, print services, telephone issues and procurement queries Network / Hardware / Software / / Desktop provision / Virtual learning Environment / University business systems / User account management base line 1st and 2nd line desktop support, face to face, AV assistance and loans My focus is the student support. This desk covers all aspects of IT and Library services including student PCs, printing, study bedroom (resnet), use of Moodle, basic use of Office products, navigating our web sites and finding documentation, use of the Library catalogue and electronic resources (ie. journals) and finding material within the Library building.

How many sites does your service support?

What contact points do you have?

What are your opening hours?

Do you use remote control software to fix user problems?

Do you use quality control measures? Surveys KPI’s/SLA’s Service desk monitoring processes Call monitoring ITIL closure procedures ISO Random checks Closure survey

Number of incidents per week

Number of incidents per month

Number of incidents a year

Number of service requests weekly

Number of service requests monthly

Number of service request yearly

What percentage of calls get resolved at first line?

What percentage are dropped calls?

Other questions to consider Average number of calls not resolved within SLA time period. Do you measure average incident fix time? Most popular queries: passwords (accounts), (general), software installs. Do you use individual targets for staff?