IT Service Desk Service
Michelle Reynolds/Ron Seccia
April 5, 2016
Agenda
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Introductions
Service Description
Value Proposition
Metrics
Cost
Security
More information
Q&A
Introductions
• Service Owner: Michelle Reynolds
• Service Manager: Ron Seccia
• Other service delivery team members:
– Judy Williams
– 16 FTE allocated to the service
– 20 students (part time)
Service Description
• Service name: IT Service Desk Service
• Product: Cornell’s Central IT Service Desk (ITSD) provides a
Single Point of Contact (SPOC) for support of IT services to
Cornell University.
• Description: Manage and coordinate IT incident management
through its lifecycle.
• Available to:
– Faculty, Staff, Instructional Professionals, TSPs, Alumni, Guests,
Retirees, Affiliates, Students, Prospective Student & Parents
• Fee to end user: None
• Fee to Unit for onboarding: None
• Service tier: One
ITSD Service Functions
Function
Description
Level 1
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First contact
Known answers to known questions
Known procedures to know end user tasks & activities.
Limited Diagnostics & trouble shooting
Level 2
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Escalation path for Incidents where known procedures fail to yield
expected results
Root cause determination
Diagnostics & trouble shooting
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The IT Service Desk Service does not include;
- Service Request & Provisioning
- Desktop Support Services
- Operations & Systems Monitoring
IT Service Desk Definitions
• Incident – an unplanned interruption to an IT Service or reduction
in the quality of an IT Service.
• Incident Management – is the process responsible for managing
the lifecycle of all Incidents and its primary object is to return the
IT service to the customer as quickly as possible
• Event Management – is the process that monitors all events that
occurs through the IT infrastructure. It allows for normal
operations and also detects and escalates exception/outage
conditions.
Value Proposition
• Value proposition
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Single Point of Contact (SPOC) as a call center.
Multiple Channels (Phone, E-mail, Web, Chat, & Walk-in)
Satellite locations at CCC & Cornell Store
Monthly reports on activity
• Customer impact
– Consistent User Experience with defined support process
– Maximize First Call Resolution
– Hours: 6:00am – 6:00pm (Monday – Friday)
• Key benefits
– Customer focused
– All Service Desk Agents trained in Customer Service
– Continuous Improvement
Metrics
• 64,384 Incidents received (2015 Calendar year)
– 59,055 Incidents owned by ITSD
– 5,329 Incidents transferred in
• These numbers exclude spam
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31,447 inbound calls (2015 Calendar year)
Average Call Abandonment – consistently less than 2%
Average Time to Answer – between 6 -10 seconds
Time to resolution
– 40% of total resolved in less than an hour
– 60% of total resolved in a day or less
Units/Departments On boarded
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College of Veterinary Medicine
CIT/Division of Financial Affairs (DFA)
University Communications
Student and Academic Services
Infrastructure Properties and Planning & Human Resources
Cornell Law School
Survey Research Institute
Office of Assoc Vice Provost for Academic Diversity
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African Studies (College of Arts & Sciences)
University Audit
Institute for Social Sciences
Academic Programs Initiative
ROTC
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Office of Academic Diversity Initiatives (OADI)
Center for Teaching Excellence
Learning Strategies Center
Office of Internal Transfer
Dialogue
IT Service Desk Service
Cost
$1,256,669
Hardware & Software
Labor
Staff Support
Administrative
Overhead
$4,632
21.47 per incident
No Fee Service
$62,833
$62,833
Security
• What risks does use of the service mitigate?
– Reputational harm
• How does the service mitigate risks?
– Contain and manage IT outages and security events as
a central point of contact
– Performs Event Management around performance and
outage issues.
More information
• Service web page:
http://www.it.cornell.edu/support/
• Service level expectations:
http://www.it.cornell.edu/services/sle.cfm?doc=34
– Respond, resolve or escalate within a business day for all non-critical incidents.
• Service catalog entry:
https://catalog-test.hosting.cornell.edu/admin/32
• Service quarterly report:
http://cio.cornell.edu/resources/it-reports-documentsand-presentations/itcornell-quarterly-metrics/itservice-desk
Questions?
Michelle Reynolds: [email protected]
Ron Seccia: [email protected]
[email protected]