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Texas A&M University’s Sprint Toward Continual Service ImprovementJon Griffey
Associate Director, Service Desk
Breakfast Briefing 2
Matt Lacy
Senior IT Manager, Help Desk Central
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About Texas A&M
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IT Security
Risk Management
Infrastructure
Networking
Development
Systems Engineering
Telecommunications
Service Desk
Division of Information Technology
“The Division of Information Technology strives to deliver efficient,
competitive, and high-quality IT services that support the
university’s strategic priorities and business needs.”
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Computer Repair
Software Center
Campus Messaging & Documentation
Help Desk Central
Service Desk
“We measure our success
through exceptional service
experience, innovation, and
knowledge-centered solutions,
and accessible computing
resources, in our efforts to fulfill
the mission of the Division of
Information Technology.”
— Service Desk Success
Statement
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Phone, Chat, Email & Walk-In Support
• Phone: 24/7/365
• Walk-in: 8 am to 12 am, 7 days a week
7 Full-Time Employees
• 1 Sr IT Manager
• 1 IT Manager
• 4 IT Consultants
• 1 Training & Quality Assurance Coordinator
55 Student Technicians
• 8 Contact Center
Leaders
• 8 Service Floor Leaders
Help Desk Central
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252
117
45 46
460
544
162102 105
913
Phone Email Chat Walk-In Total
Daily Fall
Help Desk Central, Customer Contacts
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Before 2015
The Last Three Years
The Future
Today’s Discussion
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No Formal Methodology or Procedures
Outdated Facilities
Homegrown Ticket Management System
Internal Silos
Few Campus Partners
Poor Reporting
No Workforce Management
High Institutional Knowledge Required
High Turnover
Before 2015
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• Process Defined & Adopted
• Difficulty Routing
• Incident v. Help Request
Incident Management
• Process Defined
• Adoption Difficult
Problem Management
• Process Defined
• Weekly CAB Meeting with SD Representation
• 1 Service Provider Implemented
Change Management
• Knowledge Base BuiltKnowledge
Management
Implemented Methodology
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ITSM Tool
• Shared Service
• Data Governance
Training
• ITIL Foundations
• HDI SCTL
• KCS Foundations
LEAN IT
• Service Excellence Team
• Identify Improvement Opportunities
Next Steps
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Workforce ManagementUnified Communication Platform
Check-In Kiosk
New Technology
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Opened Aug 2017
Separate Contact Center/Walk-In Support
Contact Center Dashboards
Wait Board
New Help Desk Central
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10
2.4
MTTR (hours)
Goal FY17
80
89.37
Customer Satisfaction
Goal FY18
471027
340182
Workforce Management ($)
Before WM After WM
All That Sounds Great, but…
How are we doing?
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Knowledge-Centered Support
Methodology Training
(All SD Staff)
Define New Business Process
Business Process Training
4-Phase Implementation
Evaluate & MeasureReport Results to
Executives
The Path to Improvement Never Ends!
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• Improve Routing
• Service Catalog & Data Governance
• Separate Incident & Help Request
Incident Management
• Further Adoption by Training
• Develop Major Incident Procedures
Problem Management
• Implementation with All Service ProvidersChange
Management
• Full RedesignSelf-Service
CSI Opportunities
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“It’s a marathon, not a sprint!”
Continue Moving Forward!
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Questions?
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