1. IT Service Desk Service
Michelle Reynolds/Ron Seccia April 5, 2016

2. Agenda Introductions Service Description Value Proposition Metrics
Cost
Security
More information
Q&A

3. Introductions Service Owner: Michelle Reynolds
Service Manager: Ron Seccia
Other service delivery team members:
Judy Williams
16 FTE allocated to the service
20 students (part time)

4. Service Description Service name: IT Service Desk Service
Product: Cornell’s Central IT Service Desk (ITSD) provides a Single Point of Contact (SPOC) for support of IT services to Cornell University.
Description: Manage and coordinate IT incident management through its lifecycle.
Available to:
Faculty, Staff, Instructional Professionals, TSPs, Alumni, Guests, Retirees, Affiliates, Students, Prospective Student & Parents
Fee to end user: None
Fee to Unit for onboarding: None
Service tier: One

5. ITSD Service Functions
Description
Level 1
First contact
Known answers to known questions
Known procedures to know end user tasks & activities.
Limited Diagnostics & trouble shooting
Level 2
Escalation path for Incidents where known procedures fail to yield expected results
Root cause determination
Diagnostics & trouble shooting
The IT Service Desk Service does not include;
Service Request & Provisioning
Desktop Support Services
Operations & Systems Monitoring

6. IT Service Desk Definitions
Incident – an unplanned interruption to an IT Service or reduction in the quality of an IT Service.
Incident Management – is the process responsible for managing the lifecycle of all Incidents and its primary object is to return the IT service to the customer as quickly as possible
Event Management – is the process that monitors all events that occurs through the IT infrastructure. It allows for normal operations and also detects and escalates exception/outage conditions.

7. Value Proposition Value proposition Customer impact Key benefits
Single Point of Contact (SPOC) as a call center.
Multiple Channels (Phone, , Web, Chat, & Walk-in)
Satellite locations at CCC & Cornell Store
Monthly reports on activity
Customer impact
Consistent User Experience with defined support process
Maximize First Call Resolution
Hours: 6:00am – 6:00pm (Monday – Friday)
Key benefits
Customer focused
All Service Desk Agents trained in Customer Service
Continuous Improvement

8. Metrics 64,384 Incidents received (2015 Calendar year)
59,055 Incidents owned by ITSD
5,329 Incidents transferred in
These numbers exclude spam
31,447 inbound calls (2015 Calendar year)
Average Call Abandonment – consistently less than 2%
Average Time to Answer – between seconds
Time to resolution
40% of total resolved in less than an hour
60% of total resolved in a day or less

9. Units/Departments On boarded
College of Veterinary Medicine
CIT/Division of Financial Affairs (DFA)
University Communications
Student and Academic Services
Infrastructure Properties and Planning & Human Resources
Cornell Law School
Survey Research Institute
Office of Assoc Vice Provost for Academic Diversity
Office of Academic Diversity Initiatives (OADI)
Center for Teaching Excellence
Learning Strategies Center
Office of Internal Transfer
Dialogue
African Studies (College of Arts & Sciences)
University Audit
Institute for Social Sciences
Academic Programs Initiative
ROTC

10. Cost
21.47 per incident
No Fee Service

11. Security What risks does use of the service mitigate?
Reputational harm
How does the service mitigate risks?
Contain and manage IT outages and security events as a central point of contact
Performs Event Management around performance and outage issues.

12. More information Service web page: http://www.it.cornell.edu/support/
Service level expectations:
Respond, resolve or escalate within a business day for all non-critical incidents.
Service catalog entry:
Service quarterly report:

13. Questions? Michelle Reynolds: mdr23@cornell.edu
Ron Seccia: