Georgia Technology Authority

1-877-GTA-3233Consolidated Service Desk

1-877-opinGTAYour Opinion Counts

GETS Transformation Kick Off Consolidated Service Desk

04/21/2010

Georgia Technology Authority

1-877-GTA-3233Consolidated Service Desk

1-877-opinGTAYour Opinion Counts

GETS Transformation Kick Off Consolidated Service Desk

Paul Kirsch

04/21/2010

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Consolidated Service Desk

Video gta.georgia.gov/00/article/0,2086,1070969_1074423_152534435,00.html

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• 24 X 7 X 365 Enterprise Service Desk• Common Knowledge Database across the Enterprise• Smyrna, GA

▪ The Consolidated Service Desk hours are 7:00 AM to 7:00 PM Monday - Friday

• General calls are triaged by the Consolidated Service Desk• Unresolved tickets routed for resolution to Command Center, L1.5

or L2 Groups

• Gurgaon, India▪ During off hours (7:00 PM to 7:00 AM) calls route to the Global

Service Desk • Calls that cannot be resolved by L1 are managed according to

established service levels– High severity tickets managed via Command Center Availability

Management group– Remaining incidents routed to L1.5 or L2 resolvers for

management during regular business hours

Consolidated Service Desk

Global Service Desk agents have access to the same tools, knowledge and process information as prime shift agents in Smyrna – Exceptions exist for specific agencies where access to tools, systems and information is limited due to security requirements

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Consolidated Service Desk FlowCustomer

with Incident

Phone Call

Web

MAXIMO

IBM Service Desk (Smyrna)

Level 1.5 Level 2 or 3

Incident Resolved ?

NO

Service Desk “Resolves” Maximo

Ticket

YES

Level 1.5 “Resolves” Maximo

Incident

Level 2/3 "Resolves” Maximo

Incident

After-Hours request ?

YES

IBM Service Desk (Gurgaon )

NO

CLOSE LOOPEnd user receives email to

notify of resolution. Maximo Ticket

automatically closes in 10 days if user does not call

back

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Consolidated Service Desk – Commonly Asked Questions

• How is service desk performance measured? ▪ There are three Service Level Agreement measurements:

• First Call Resolution percentage This measures how many times the Level 1 Service Desk resolves the type of issues which are considered to be 'resolvable' by the Level 1 Service Desk during the initial call with the end user.

• Service Desk Calls Resolved within 48 hours This measurement monitors the same set of items eligible for the First Call Resolution measurement. The addition of this service level is designed to ensure that issues which would normally be considered as Level 1 type issues are resolved within 48 hours of ticket creation.

• Calls AbandonedOnce an end user has made a selection within the phone menu to speak with an agent, if they disconnect for any reason before being connected to an agent, it is considered an abandoned call. This measurement shows the percentage of total calls abandoned regardless of the time to abandon.

▪ There is one Key Measurement for the Service Desk. • It measures the percentage of calls answered by the Service Desk agents within 60

seconds of the caller having made a menu selection to speak with an agent.

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Consolidated Service Desk – Commonly Asked Questions

• Explain the auto-routing of calls to the service desk agents▪ The toll free number routes to a switch located on a highly secure data center floor in

Boulder. Agents log in via IP Agent from wherever they are located which gives the destination to the boulder switch. This allows us to work from anywhere there is a high speed internet connection providing our normal connectivity in Smyrna via the IBM Intranet or in disaster recovery mode from other locations.

• What is skills based routing?▪ Each agent has a profile of 'skills' which directly relate to options built into the phone

menu options. Skills within the profile are ranked 1-10 with 1 showing highest proficiency and progressing through 10 which is only incidental knowledge. The phone switch uses this agent profile to find the agent with the highest skill rating for the menu skill selected by the caller.

• How are service requests and incidents tracked? ▪ Maximo is the ticketing system used. GSMRT is the reporting vehicle which uses

data extracts from Maximo to provide detailed reports against service levels.

• What is the CKM database? ▪ Common Knowledge Management (CKM) is a collection of formatted knowledge

based documents which are directly searchable by keywords in much the same fashion as a Google type search. We have access to all the internal SOG knowledge which was gathered during due diligence and is continuously updated. We can also expand to additional knowledge bases which have documents pertaining to other common vendors such as Microsoft, Lotus, Novell, Symantec, etc.

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• How are off-hours service desk agents kept knowledgeable of the agencies?

▪ The off-hours agents receive all update information the prime shift agents receive. In addition, they use the same knowledge base as the prime shift agents. All agents (prime and off-shift) are required to research the knowledge base and list the document used to resolve the user problem. This keeps all agents working from the most up-to-date information.

• How does AT&T link into the Service Desk and how can the agencies check status?

▪ AT&T calls are electronically bonded between the AOTS system and Maximo. All relevant status changes are relayed between these two systems so that all statuses will appear in the Maximo system as it becomes available to the electronic bridge via AOTS.

• What is the service desk’s process for continuous improvement? ▪ 20% of agent calls are recorded and randomly reviewed for quality. 10% of all agent Maximo

tickets are reviewed for accuracy, completeness, process and problem determination skills. These tickets are rated by both management and SD focals and provided as direct feedback to the agent.

• How does the escalation process link to the service desk? How does an agency escalate a ticket?

▪ The escalation process is for tickets which are outside normal SLAs, have been resolved without solutioning the issue, or for inappropriate handling of the issue. Escalations should be raised through the SDC or CSA to the escalation desk via the defined email ID or phone number. The escalations are handled at the SD by a defined group of escalation focal point Agents. Also, in the course of a SD discussion with an end user, an issue may be raised to the SD management by the SD agent. It may then be moved by SD Management to the escalation process if it meets the above criteria.

Consolidated Service Desk – Commonly Asked Questions

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Questions?

Find presentations from today’s Transformation Kick-off and much more GETS-related info on GTA’s Web site:

www.gta.georgia.gov