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

About Texas A&M

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.”

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

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

252

117

45 46

460

544

162102 105

913

Phone Email Chat Walk-In Total

Daily Fall

Help Desk Central, Customer Contacts

Before 2015

The Last Three Years

The Future

Today’s Discussion

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Outdated Facilities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

• 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

ITSM Tool

• Shared Service

• Data Governance

Training

• ITIL Foundations

• HDI SCTL

• KCS Foundations

LEAN IT

• Service Excellence Team

• Identify Improvement Opportunities

Next Steps

Workforce ManagementUnified Communication Platform

Check-In Kiosk

New Technology

Opened Aug 2017

Separate Contact Center/Walk-In Support

Contact Center Dashboards

Wait Board

New Help Desk Central

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?

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!

• 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

“It’s a marathon, not a sprint!”

Continue Moving Forward!

Questions?

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