desktop support: how to reduce cost while maintaining client satisfaction (242319083)

8/11/2019 Desktop Support: How to Reduce Cost While Maintaining Client Satisfaction (242319083)

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Desktop SHow toReduce MaintainingClient

Featuring Boston UIT Help Ce

Welcome! This sessionfeatures polling.

For the best experience:1. Install the Poll Everywhere

app on your mobile device2. Choose “ ’m Participating ” 3. Enter “budesktop” in the

“join a presentation” field. Texting and Tweets will also be

response options.



IT Help Center

Service Desk Desktop ServicesClassroom

Technology Services

Information Services & Technology(IS&T)

Jill Beckman

Assistant Director,Desktop Services



LET’S GET STA



COMMUNICA



WHAT IN WHAT O

WHO HOW



Apples are shiny.



Colleagues,I write to update you on the Desktop Support ereview and nextsteps… We will strive to move the service level for desand laptop machines to a standard where there least 225 machines per FTE professional.We will propose alternative support models forwith support efficiencies below this standard.In all cases of staff reductions, we will work toto identify alternate positions at BU for which tmember may bequalified…



IS&T



CURRENT STA



A centralization strategy that preserconcept of locally situated staff, whgrouped into physical zones for:• teamwork• cross-training• efficiency

What is Clustering



New Team!SARDARSMG

SED ITCentral Deskto

LEGEND



Increases the value add of the locinteractions that are so importantour community’s culture.

Enables smaller organizational uand management who can alsocaout meaningful relationshipmanagement dutieswith clients.



East Cluster

LeadLead

Manager

DSS 1 DSS 2 DSS 3

DSS 4 DSS 5 DSS 6

DSS 7 DSS 8 DSS 9

DSS 10 DSS 11 DSS 12

DSS 13

Central Cluster

LeadLead

Manager

DSS 1 DSS 2DSS 3 DSS 4

DSS 5 DSS 6

DSS 7

We

M

DD

D

Assistant Director, Desktop Servi



STAKEHOLD



A POSITIVE OU



Increase collaboration between IT tand stakeholders

Give schools and departments a“translator” for navigating IS&T ser

Be Positive!



One IT = Simpler for Clients

Team coverage= Clients can alwayssupportClustering= Clients see friendly fac

Be Positive!



Career Enrichment= New things to

Tiered structure = Room to Grow

Be Positive!

Technical Track•I, II, III, Sr.

Management Track•Lead, Manager, Assistant Director



IT management= Mentors for teamOne Team= Colleagues can collaborand solve problems together

Improved Communicationleads tostandardization and efficient suppor

Be Positive!



COMMUNICATINSTAFF



BUILDING THE



Soft Skills•Good judgment

•Leadership•Communication•Discretion

Technical Skills•Active Directory•Mac Operating Systems•Mobile devices•Certifications



Almost there… GO-LIVE PRE

[Central] [West] [East]



[Central] Christian/Jill/Brent/Jared

Meet with DougMeet with RobMeet with EmilyMeet with DarrylMeet with Tim

Christian/JillMeet with TracyMeet with Mike

[West] Jill/Kyle

Meet with MattMeet with RonMeet with Joe

Jill/Kyle/JohnMeet with Jason &GregMeet with CarmellaMeet with Josh

David/KyleMeet with Mike

[East] Jill/Mark/Barbara

Meet Meet Meet Meet wMeet Meet wDrisMeet wTeri

Jill/MarkMeet wJoe an



BUA: BU AcademyCFA: College ofFine Arts

CGS: College ofGeneral Studies Devel

Alum

FIN: Office ofthe Senior VicePresident Chief

Financial Officer& Treasurer

LAW: School ofLaw

SAR: SargentCollege of Healthand

RehabilitationSciences

SEDEd

SMG: School ofManagement

SSW: School ofSocial Work

BUPD: Boston

University PoliceDepartmentSTH

T

MATH: Dept. ofMath & Statistics

MUG: TheLibraries



REMOTE SUPP



MEASURING RESULTS

0

1

2

3

4

5

6

583

109



Reduced 10Desktop Support Pos

~$750,000in Savings

Assets Supported by Desktop S



Assets Supported by Desktop S

Desktop Services Ticket Vo



Desktop Services Ticket Vo

5919

6137

0

5000

10000

15000

20000

25000

30000 FY'13: 12,056

12

12

0

5000

10000

15000

20000

25000

30000 FY'14: 2

= Service Requ= Incidents

Ticket Increase = 108%

Service Desk Ticket Volu



Service Desk Ticket Volu

= Service Requ= Incidents

Ticket Increase = 78%

20

35

0

10000

20000

30000

40000

50000

60000 FY'14: 5

11748

19839

0

10000

20000

30000

40000

50000

60000 FY'13: 31,587



“Sincethe clustering, we have receivlot of good feedback from Faculty Staff in regards to improved service.now don't have to hope for our IT pto be available to solve an immediatneed, only send an email to IThelp

know that there is a group of peoplethere supporting us.”

- Kevin, School of Theology Client Represe



“The service the law school receives froDesktop Services isvery good . We also be

from having IS&T staff in place who arefamiliar with issues in other schools andcolleges, and who haveexisting relationswith central IS&Tcolleagues…Wewould nhave been able to successfully manage th

[building renovation] project without beto occasionally leverage the support ofadditional Desktop Services staff.Thanksthe extraordinary effort this past year!”

- Liz, School of Law Client Representative



“As spread out and decentralized asdepartment has become, with the adof Sourcing & Procurement and SpPrograms specifically,the clusteringinitiative, in my opinion, has enhanour Desktop Support platform.”

- David, Finance (VPFA) Client Representat



“The Desktop Services Clustering Ihas provided a broader base of suppfor the Libraries and more closely lthe Libraries' technology support toexisting and emerging IS&T initiati

- Jack, BU Libraries Client Representative

desktop support: how to reduce cost while maintaining client satisfaction (242319083)

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