Help Desk (Centro De Servicio)

Call Centre, Help & Service Desk Management
An Overview of Current Best Practices for Managing Customer Satisfaction

Introduction
Introductions Agenda

Introductions

You Your presenter The Art of Service Your role(s) Your expectations

Course Map
2. Organisational aspects

6. Improving the Service Desk

3. Process 1. Positioning

5. People

4. Technology

Course Agenda(1)
Module 1. Positioning of Service Desk
IT Service Management role in organisations Getting the budget you need ITIL as a best practice framework Incident Management & other processes

Module 2. Organisational Aspects
How a Call Centre or Service Desk adds value to the organisation Choosing a structure Resources, hiring Reporting

Course Agenda (2)
Module 3. A process approachDescribing the Incident Management process Process implementation Procedures & work instructions Maturity levels

Module 4. Technology
Service Desk support tools Tool selection Call Centre / Internet integration

Course Agenda (3)
Module 5. People
Skill levels Skill sets (performance measurement) Career development Knowledge management Leadership

Module 6. Improving the Service Desk
Continuousimprovement Improvement approach

Course Approach
Presentations
Slides handouts in your binders

Discussions
Exchange experiences

Exercises
Going through the process of reaching a solution

Hand outs
Reference materials for back in the office:  Syllabus  Case studies (source: Internet)  White Papers (source: Internet)

Questions?

Module 1. Positioning

How the CallCentre or Service Desk fits in with other management concepts

IT Management vs Development
Development:
Creating new functionality
Usually involves new technology High profile in schools, books, conferences etc Various methodologies & frameworks Visible to business ‘Sexy’

Management:
Managing existing functionality Usually involves current technology Relatively low profile
Limitedframeworks Less visible to business (unless things go wrong) Not very ‘sexy’

IT Service Management (ITSM) Focus
Organisation People

Process

Technology

ITSM: Adding Value
for example: organisational objectives improve time to market

business processes

procurement, logistics

IT services

“logistics support”

ITSM

processes, resources

IT Service Management BenefitsIncreased added value to the business Increased customer satisfaction Clearer metrics on effectiveness & efficiency Higher interaction between various IT (support) groups Increased quality of communication More sustainable balance between reactive and proactive work Consistency & efficiency in activities Clearer responsibilities

Processes & the Organisation

CIO

Operations

DevelopmentCustomer Relationship

Service Desk

Fin. Apps

Account Mgt.

Desktop Support

HR Apps

Vendor Mgt.

Network Support

Log Apps

Bus. Analysts

Server Support

ITIL
Background:
IT Infrastructure Library => collection of books Developed by CCTA now called OGC (Office of Government Commerce) in the late 80s Set of best practice processes for IT Service Management Provenframework Training numbers reflect industry adoption (see next slide)

ITIL Model

Planning to Implement Service Management
Service Support The Business Perspective Security Management Service Delivery Applications Management ICT Infrastructure Mgt.

The Technology

Source: ITSMf

The Business

ITIL: Service Delivery Processes
defining services

Service Level Management managing riskmanaging $

Financial Management

IT Service Continuity Management

Capacity Management

Availability Management

providing services

ITIL: Service Support Processes

Service Desk

Incident Management Configuration Management Problem Management

Change Management

Release Management

service continuity

service control

service flexibility

Key Relationships

Service...