Breaking Down Barriers & Building Bridges Improves Customer Satisfaction & Efficiency Wendy Woodward | March 15, 2011 Copyright Wendy Woodward 2011.

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Presentation transcript:

Breaking Down Barriers & Building Bridges Improves Customer Satisfaction & Efficiency Wendy Woodward | March 15, 2011 Copyright Wendy Woodward 2011. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Northwestern University Carnegie Classification RU/VH (R1) Private 3 campuses (Evanston, Chicago, Qatar) 12 schools and colleges 19,000 students; 10,500 faculty and staff members Highly decentralized IT support model

The Central IT Organization 250 staff members, 100 student staff Administration and Finance Technology Support Services Academic & Research Technologies Management Systems Cyberinfrastructure Information System Security/ Compliance Business Intelligence

Opportunities Disparate help desks and incident tracking systems Inefficient processes Increased costs Customer confusion Outdated Remedy system Other ticketing systems Inconsistent ITIL adoption

Opportunities Various service delivery models SLA = Service Like Always? Increasing accountability to business stakeholders Transparency

University IT Strategic Initiative Integrate the various University technology service points to facilitate a stable, robust, efficient, and customer-focused support environment, including convenient Web-based assistance and performance metrics for all information technology services and systems. Provide a single point of contact for technology-related support that can be leveraged to optimize the support experience, improving response time and communication.

Benefits of a Unified Solution Streamlined access to IT support resources, self-help, and knowledge articles Enhanced customer services through ticket status availability and integrated request handling Systematic infrastructure management and control to support service reliability Process control, automation, and reporting capabilities

Breaking Down Barriers Consultant-engaged Executive commitment to process improvement Relocate staff positions to service desk team

Building Bridges Core management team committed to unification Collaborative RFP for service management tool HP Service Manager ITIL adoption Training Process owners/ champions identified SLA / OLA development Knowledge sharing ACD, Wiki, chat

Challenges Software not a perfect fit Staff Resource constraints Change is scary Vacancy Resource constraints Limited budget Other system launches CIO transition

Successes 1-HELP is the front door Customers empowered to enter requests via Web and track progress Increased visibility into IT service delivery (leads to accountability) Backend IT staff THRILLED! Cost reduction Staff realignment Other tracking systems retired New customers lining up to join the service model

The Future Continue the journey Integrate other enterprise system or school level support Increased efficiencies

Thank you! Questions?