GOALS/ACCOMPLISHMENTS

Information Technology Services

ITS

S

D

ITS

S

ERVICE

D

ESK

G

OALS

/A

CCOMPLISHMENTS

FY

2012-2013

S

B

:

S

K

O

:

ITS

S

D

G

&

O

2012

/2013

The ITS Service Desk is FSU’s centralized support for IT Services, such as network connectivity, login issues, systems access, email and desktop applications. Additionally, the Service Desk provides general information, support for the FSU ticketing system, the IT work order system, as well as Directory assistance overflow.

The primary mission of the Service Desk is to represent ITS as the first point of contact for all customer requests, including phone calls, emails, online chats, walk-ins and resolutions or service restorations as quickly and efficiently as possible, specifically for the suite of IT services identified in the ITS service portfolio.

During fiscal year 2012-2013, our primary goal was to transform the ITS Help Desk into the ITS Service Desk and broaden the support of the service offerings of Information Technology Services. We improved our organizational structure and enhanced response times. We developed procedures and processes to support our new lines of business and provided change management support.

G

1:

D

T

1,

L

1

L

2

S

T

ITS

S

D

1. Provide resolution of a larger percentage of incidents without routing to Tier 2 and/or ultimately the Service Providers.

2. Route incidents to the next level (Tier 2- Advanced Technical Services) if unable to resolve them.

3. Provide incident management support, technical support and other support requests.

Accomplishments:

1. Increased the types of Cases/Tickets supported in Tier 1 by assisting with more types of products and services at this level.

a. Outcome was measured by comparing the number of products/services supported at the beginning of the year, with the number supported at the end of the year (including changes to products or services). There were 205

products/services and the beginning of the year and 212 at the end of the year. There were also 20 different changes to products or services.

2. Increased the number of tools available to Tier 1.

a. Outcome was measured by comparing the number of tools available at the beginning of the year, with the number at the end of the year. Three new tools were added: Remote access tool (Bomgar), New Secure Identity Look-up Tool and Manage Student Information (myFSU Student Central) Tool.

G

2:

D

T

2

S

C

T

S

(CTS)

Tier 1’s abilities are limited as a result of the division of issues, experience and an effort to resolve issues in a shorter period of time.

Objectives:

1. Resolve complex incidents that could not be resolved by Tier 1 (either due to time constraints and/or technology limitations).

2. Provide resolution of incidents which can’t be resolved by Tier 1, with the goal of reducing the number of incidents routed to Service Providers.

3. Serve as the liaison with ITS and other Service Providers for the resolution of incidents, training, documentation and process improvement.

4. Implement the use of new troubleshooting tools, including remote support.

Accomplishments:

1. Focused on the services associated with the most common/highest volume support requests, including email and wireless networking.

a. Outcome was measured by the support provided to customers without having to route to the Service Providers.

2. Implemented tools and techniques for troubleshooting which increased the number of products and services that could be supported.

a. Outcome was measured by counting the number of tools added during the year. Two new tools were added: Remote access tool (Bomgar), Wireless Tool (Airwave).

(F&A) Strategic Imperatives: 1, 2, 3 and 5

G

3:

P

S

N

L

B

C

S

1. Participate in the development, testing and implementation of new systems,

applications and changes within ITS’s services and offerings, as well as those of other Provider Groups.

2. Develop processes and procedures to troubleshoot and route incidents.

3. Provide general assistance and information regarding the new products/services. 4. First point of contact for Student Computing Support (receives and process service

requests).

Accomplishments:

1. Provided support for new products and services, as well as changes to existing services.

a. Outcome was measured by comparing the number of products/services supported at the beginning of the year, with the number supported at the end of the year (including changes to products or services throughout the year).

There were 205 products/services and the beginning of the year and 212 at the end of the year. There were also 20 different changes to products or services. 2. Provided first contact support for Student Computing Support (SCS) until the SCS

group was fully staffed and trained.

(F&A) Strategic Imperatives: 1, 2, 3 and 5

G

4:

E

S

D

S

1. Work with Service Providers to demonstrate the value of the Service Desk to the Service Providers and their customers.

2. Develop and maintain formal procedures for consistency to efficiently and effectively respond to customer service requests.

3. Implement methodologies to improve first call/first contact resolution, manage customer perceptions, and build strong internal relationships within the Service Desk and with Service Providers.

4. Communicate with Customers, Service Providers and other Service Desks/Help Desks via multiple media methods (email, newsfeeds, listserves, SMS) regarding Service disruptions, including details about the outage. Once the disruption has been resolved provide outcome information including what happened and how it was resolved.

5. Increase collaboration (share information/resources/tools) including FAQ’s and Knowledgebase.

6. Improve ticket/case routing by working with the various Help Desks and Service Providers regarding the best techniques to resolve and/or route tickets between the groups.

7. Develop a customer care philosophy that ensures customer satisfaction.

Accomplishments:

1. Worked with Service Providers by assisting with their open cases and helping them to resolve them, including email services for MSTS and Secure Apps cases for Student Apps.

2. Developed new procedures to support new products and service, as well as changes to products and services tracked in goal 3.

3. Increased efficiency of staff and eliminated manual processes.

a. Outcome was measured by tracking the reduction of manual processes. The remote access tool (Bomgar) has improved efficiency and reduced turn-around times. New reports were used to pull statistics that previously had to be pulled manually.

4. Trained staff to utilize additional tools and techniques which assisted them with fulfilling job responsibilities.

a. Outcome was measured by tracking the training of staff. Each team member received an average of 3 training sessions throughout the year. All team members also attended product/service specific training throughout the year. 5. Communicated with Customers, Service Providers and other Service Desks/Help Desks

via multiple media methods regarding Service disruptions, including details about the outage as well as notification upon resolution. Communications were made via email, newsfeeds, listservs and SMS.

6. Increased collaboration through the sharing of information, resources and tools, including FAQ’s and Knowledgebases.

7. A new front line support group was formed “The Confluence” which improved ticket/case routing by working with the various Help Desks and Service Providers regarding the best techniques to resolve and/or route tickets between the groups.

(F&A) Strategic Imperatives: 1, 2, 3 and 5

G

5:

I

T

/C

M

1. Work with Service Management group to ensure that reports are available to Provider Groups so they are aware of open cases/tickets and if any are backlogged.

2. Work with Service Management group to escalate cases that have not been resolved within the established turnaround times.

3. Work with Service Providers to help resolve cases which have either been escalated or there has been a problem with their resolution.

Accomplishment:

1. Increased Provider Group and Provider Group Managers’ awareness of open cases and cases which do not meet established turnaround times by providing reports via

SharePoint Site.

R

EFERENCE

R

ESOURCES (ITS

W

&

F&A

)

Finance and Administration

Information Technology Services

Our Mission: The mission of The Florida State University Information Technology Services

(ITS) is to provide an effective, comprehensive and secure technology infrastructure to deliver the highest quality and sustainable information and technology services. ITS strives to engage the University community in support of the University’s mission of teaching, research,

creative endeavors and service.

Our Vision: Information Technology Services will be a prominent strategic partner in

achieving Florida State University’s vision by providing premier information and technology direction for the University.

ITS Strategic Initiatives: (Click for More)

ITS Core Values:

Excellent Customer

Service We take pride in providing a professional service which exceeds the needs of our customers. Continuous

Improvement We continuously develop and improve our services in line with our vision, mission & initiatives.

Communication We embrace effective and open communication as critical to achieving success.

Respect We treat each other with respect and appreciate everyone’s strengths and contribution.

Teamwork We contribute and collaborate effectively within and across our teams.

Finance & Administration (F&A)

1. Provide Excellent Customer Service

2. Pursue Value-Added Business Opportunities 3. Promote Excellence in Technology Services 4. Make FSU a Great Place to Work

5. Optimize Organizational Performance

6. Achieve Excellence in The Physical Campus Environment 7. Maintain a Safe and Secure Campus Environment