Jack Schmidt and Mark Kaletka Fermilab NLIT 2009

Helpdesk Assessment IT Service Management Assessment Building the Service Desk What We Did Well What We Could Have Done Better Next Steps

Computer Room Ops ARS to Assist Operators 24 x7 Automatic Alerts Single Point of Contact

Management initiated review to improve service Why doesnt the tool work as expected? Do we have the correct skill set? Where are the metrics?

Unstructured customer support mechanism Helpdesk lives in Drive-by / Walk-Ins Low customer confidence Scientists frustrated with response times Repetitive Incidents No proactive problem management

Uncoordinated and unrecorded changes No defined processes for making changes. Notification of Helpdesk an afterthought. Lack of scale Helpdesk morphed over years Homegrown tool based around Remedy workflow engine

Follow ITIL Best Practices to create a Service Desk Stop living in ! Upgrade Remedy Workflow to ITSM software with Incident Management tool

Issues with getting started… New management requirements: Changed scope of improvement from Helpdesk to all of IT, with a concentration on classic IT Services ISO20000 (International Standard for IT Service Management) certification

ISO20k certification possible in ~2.5 years (with help) Many areas of tribal knowledge Pockets of excellence Consolidation of redundant areas of IT support will free up resources

Use consultants to guide process design and configure tools Use Fermilab staff for process owners Use Fermilab staff to help define and implement processes

Objectives Provide a single point of contact for the users Facilitate the restoration of service within agreed service levels Provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, Availability and Capacity Management

Functions Record and track incidents and service requests Keep customers informed on request status and progress Assess, attempt to resolve or refer Close incident and follow up with customers Proactively keep users informed of all service outages, changes or improvements

Choose Incident Management Owner/Service Desk Manager Install tool Identify workshop participants Subject Matter Experts Make decisions Agent of Change

Identify Business Requirements Define process and procedures to restore services Guidance to communicate new processes Defines policy to enable a consistent repeatable process

Configure tool with requirements gathered from workshop Provide tool and process training Hold simulations to test tool and process Communications: Posters Electronic articles Announce at major meetings Staff Increase staff size Plenty of technical support for Go-Live

Hired a Service Desk/Incident Management Manager Provide ITIL training for key personnel Involved the right people in the workshop! Trained support people on tool usage Increased Service Desk Staff Followed defined processes and procedures Implement process improvement procedures

More Process and Tool Training Build reporting structure early Staged rollout Follow up on open tickets immeadiately Better explanation of future enhancements

Self Service support Provide central notification infrastructure Service Level Agreements into the Service Desk tool Schedule of Changes Develop Knowledge base