Global Service
Desk (GSD)
IT Executive Learning
Series
Tom Painter
Director, Global IT
Operations and Application
Management and Computer
/ Telephone Integration
(CTI) Services
THIS PRESENTATION SUMMARY IS FOR INFORMATIONAL PURPOSES
ONLY AND MAY CONTAIN TYPOGRAPHICAL ERRORS AND TECHNICAL
INACCURACIES. STATEMENTS ARE THE OPINIONS OF THE
PRESENTER(S) AND DO NOT NECESSARILY REFLECT THE VIEWS OF
DELL. THE CONTENT IS PROVIDED AS IS, WITHOUT EXPRESS OR IMPLIED
WARRANTIES OF ANY KIND.
© 2006 Dell Inc. All rights reserved.
Trademarks used in this text: Dell and the DELL logo are trademarks
of Dell Inc. Other trademarks and trade names may be used in this
document to refer to either the entities claiming the marks and names
or their products. Dell Inc. disclaims any proprietary interest in
trademarks and trade names other than its own.
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1
2000 - Decentralized Regional Processes
AP
AMER
Dell operated 6? Service Desk sites in 2
languages aiding 30,000 global employees in
4 distinct regions which functioned in isolation
creating disparate processes, procedures, and
tools
… and now…
EMEA
JAPAN
Am
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ca
sS
erv
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De
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3
EM
EA
Se
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2006 - Global Dell Site Locations
De
sk
Global Follow the
Sun Support
APJ Service Desk
Sweden
Denmark
Prague
Norway
Halle
Finland
Poland
Frankfurt
Amsterdam
Belgium
Scotland
Bratislava
Dublin
Limerick
Hang Zhou
Guangzhou
Chengdu
Edmonton
Toronto
Roseburg
Bracknell
Paris
Ottawa
Beijing
Dalian
Kawasaki
Ohio
Twin Falls
Nashville
Reno
OKC
Italy
Winston Salem
Chandigarh
Geneva Athens
Puerto Rico
Miyazaki
Xiamen
Taiwan
Shenzhen
Philippines
Kuala Lumpur
Montpellier
Hong Kong
Mohali
Madrid
Waco
Colombia
Morocco
Austin/RR
Shanghai
Delhi
Bangalore
Singapore
Penang
Mexico City
Hyderabad
El Salvador
Panama
Sydney
South Africa
São Paulo
Porto Alegre
Chile
Argentina
4
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2
De
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Am
eri
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EM
EA
Se
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Service Desk – Languages and Time Zones
De
sk
Global Follow the
Sun Support
APJ Service Desk
Mandarin
Thai
Korean
Japanese
English
Spanish
Portuguese
French
German/Slovakian
Americas
13 X English Support. 3 X Portuguese & English Support
AMER
2 x German, Slovakian & English (Bratislava)
1 x English Support (Limerick)
2 x French & English (Casablanca)
EMEA
India
9 x English Support
India
APJ
1 x English Agent (Penang)
6 x English Agent (KL hours TBD) 2 x Mandarin Agents (Penang)
2 x Japan Agents (Kawasaki) 1 x Korea Agent (Dalian) - TBV
1 x English & Mandarin (Penang)
12 Hours Shift
APJ
(con’t)
06:00 AM
GMT
12:00 AM
CDT
India
(con’t)
12:00 PM
GMT
06:00 PM
GMT
06:00 AM
CDT
12:00 PM
CDT
5
12:00 AM
GMT
06:00 AM
GMT
06:00 PM
CDT
12:00 AM
CDT
Internally Supported Business Partners
Americas
36,300 - Head Count
Customer Base
81,350 - Head Count
India
EMEA
18,700 - Head Count 13,090 - Head Count
APJ
13,260 - Head Count
143,600 Incidents
Requested to IT per
month
16% of Incidents
generated
through phone
contact
61% of Incidents reported via Web Tool
23% of Incidents
generated via
automated
monitoring
Incidents handled by
Other Support Groups
Global Service Desk /
Onsite Support
35,400 Incidents / Month
6
z
3
History
TT / Month
“DAISY”
On-Line Web
Self-Help and
Trouble Ticket
submission
100K
81k clients
Increase in tickets
due to monitoring tools
50K
30k clients
Reduction in tickets
Due to self-help
TT / Month
Low Quality Customer Service/Service Levels
10K
Improved Quality Customer Service/Service Levels
60 HD Agents
500 : 1
54 HD Agents
1500 : 1
2006
2000
7
Service Desk Scope
¾ Remote User Support
•
Prioritized phone support for 2600+ Account Executives
•
Remote Access – Virtual Private Network (RAVPN)
• Support for all remote and traveling employees
• Temporary Quarantines to download required updates
•
Wireless questions on campus, at home or traveling
•
Support for 3500 Hand-Held device users
¾ Software Support
•
•
Microsoft Suite
Installation and configuration help for 700+ Dell applications
¾ Security Support
•
•
Password resets (400+ automated resets per day)
System compliance checks
8
z
4
Tools: Daisy
¾ Web Interface for clients to log support requests
• Provides global 24 x 7 online “self service” capability
•
•
•
•
allowing customers to troubleshoot and resolve issues
without the need contact the Service Desk
Can be accessed through any Dell system in any Region
EMEA DAISY supports language options – more ‘userfriendly’
Reduction in volume of calls to the Global Service Desk
Route support requests directly to the correct Support
Team for resolution
9
Daisy Intranet Access
10
z
5
Daisy Self Service Wizard (Americas)
11
Daisy Trouble Ticket Creation
12
z
6
Daisy Password Reset
13
Daisy Language Support
14
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7
Tools: Misc
¾ Remedy Helpdesk
• Global tool for working and resolving incidents
• Integrated with Daisy and KCS
• Single repository for recording all incidents
¾ Knowledge Centered Support (KCS)
• Global tool open to all Dell I/T Support Groups
• Integrated with Remedy
• Self-service quick fixes available to Dell I/T Support
Groups
¾ Chat Room
• Global communication mechanism for internal customers
to enlist assistance from any Service Desk Analyst
regardless of location
• Instant response when needed
• Allow Service Desk Analysts to resolve multiple incidents
at any given time
15
Remote Assistance
¾ Web Interface for
clients unable to
access the Dell
network
• information on how to
connect
• alternative methods for
connecting
• trouble-shooting common
connectivity issues
• provides the necessary
security downloads
16
z
8
Security Access Tools
¾External (Courion) & Internal Automated Password
Re-set Tools
•Complies with highest security complexity requirements
•Available in EMEA and AMERICAS (excluding India).
•Allows Clients to re-set their own passwords within
minutes via the phone/web without having to log a Daisy
Ticket.
•Authenticates details listed in HR database
¾Future will include Global Password Reset Tool
•Extend to regions currently not supported (India, APJ)
•Allows global contractors and temps to utilize password
reset tool
•Clients set their own profile for verification instead of the
tool authenticating details against HR database
¾Internal Automated Tool to Grant and Remove access
to Remote Access / Virtual Private Network (RAVPN)
Work Orders
17
Customer Experience (CE) Satisfaction Survey
¾ Customer Experience survey randomly distributed to 75% of clients after their
support request has been closed.
¾ 25% of clients receiving survey respond
¾ Results used to drive process improvements within the Global Service Desk
¾ Survey Questions:
1.
Do you feel you received a response to your issue within a reasonable amount
of time?
2.
3.
4.
5.
6.
Was the resolution of your issue complete and accurate?
Did the I/T Service Desk analyst understand your issue?
Was your issue resolved in a timely manner?
How would you rate the professionalism of the analyst who worked your issue.
Overall, how would rate your experience with the I/T Service Desk analyst.
18
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9
Results: Customer Experience Metrics
Customer Experience Metrics - % YES,
Exceeded / Met Expectations
100%
2005
2006
90%
80%
70%
60%
%Yes 50%
40%
30%
20%
10%
Aug
Jul
Jun
May
Apr
Mar
Feb
Jan
Dec
Nov
Oct
Sep
Aug
0%
Month
¾ Calendar year 2005 Customer Experience (CE) goal was 80% meet or exceed
¾ Calendar year 2006, CE goal set to 85% (stretch goal of 90%)
¾ Current CE average = 85% met or exceeded customer’s expectations
19
In the Beginning: Regional Processes
APCC
AP
AMER
JAPAN
JAPAN
EMEA
EMEA
20
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10
Next Step: Process and System Integration
APCC
AP
In
Progress
AMER
Integrated
JAPAN
JAPAN
EMEA
21
Summary: Daisy has enabled
9 % of Automated Service
Requests:
9 Supported Languages:
9 Client to Analyst Ratio:
9 % of Incidents Generated
by Phone:
9 Global Service Desk
Locations:
2000
2006
Xxxxx
0.0%
Xxxxx
61%
2
10
500 : 1
1500 : 1
Xxxx
100%
Xxxxx
16%
Xxxxxxxx
6
Xxxxxx
12
22
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11
Questions &
Answers
Backup
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12
More Next Steps
¾
Populate Knowledge Center Services (KCS) system
•
¾
Knowledge base application to be used across all support teams
Improve Mobile Messaging Support Structure
•
•
Improve SLA support for TREO’s and Blackberry’s
Train global team and work escalations
25
Implemented Improvements
¾ Distribute Customer Satisfaction Surveys
¾ Streamlined Queue Management
• Subject Matter Experts for escalations
• Tickets categorized before assigning
• All tickets assigned within 8 clock hours
¾ Prioritized Queues – (1st) Remotes, (2nd) Local Remotes, (3rd) All Others
¾ Formalized Level 1 New Hire Training
• Outline of key Accesses required
• Documented list of Applications and key knowledge requirements
• Knowledge Center Support (KCS)
• Level 2’s as trainers
¾ Monitor Automated Deployments
• System Management Software (SMS) Software / Patch deployment
¾ Require user validation of resolution prior to closure
¾ Updated Daisy Articles (self-service)
26
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13
Organization
Global Manager
Manager, India
Manager, AMER
Team Lead, EMEA
Manager, APJ
8 Bangalore
5 Chandigarh
11 Round Rock
3 Eldorado do Sul
2 Casablanca
1 Limerick
2 Bratislava
6 Kuala Lumpur
8 Penang
2 Dalian
4 Kawasaki
27
Strategic Roadmap
GSD rollout
to UK &
Ireland
EMF integration
into the Global
Service Desk
(GSD)
Completed
Q4 FY05
Q1 FY06
French
Business
Unit (BU)
Support
GSD live
Q2 FY06
Rollout of Automated
Password Reset Tool
to UK & Ireland
Q1 FY07
Planned
EMEA German/Slovakian
BU Support GSD,
go-live Q2, FY07
Q3 FY06
Q4 FY06
Rollout of
Automated
Password Reset
Tool to EMEA
Q2 FY07
Q3 FY07
Q4 FY07
India Integration into
GSD
GLOBAL System
Requirements
Documented for
system upgrade
Completed
GSD rollout to
Remaining
EMEA BU’s
Global Service
Desk – Malaysia
(English)
GLOBAL, FY07 Automated
Password Re-set
Tool
Japan – GSD
Integration
AP – GSD
Integration
28
z
14
Mission Statement
¾ Be the single point of contact to ensure a
stable, secure, I/T environment for internal
Dell employees.
Recurrences
•
Provide a global, consistent, high level
of service
•
Conform to I/T Infrastructure Library
(ITIL)-driven standards through Global
follow-the-sun 24x7 support
•
Utilize common policies and procedures
•
Enable customers to resolve problems
through online self-service tools
•
Focus on exceptional Customer
Experience
• Business Partner requirements
Resolution
&
Customer
Satisfaction
• Speed of response.
29
Results: Americas/EMEA Trouble Ticket SLA
Americas/EMEADaily Incident Resolution SLA
1000
100%
900
90%
800
80%
Target - 80%of all Incidents
resolved within SLA
700
70%
600
60%
500
50%
400
40%
300
30%
200
20%
100
10%
Avg 657 incidents closed daily
Avg 84.74% incidents resolved within SLA
¾
¾
¾
¾
¾
Tickets Closed
Sev 1 – Urgent (Critical application down)
Sev 2 – High (Impacting large group; Critical app slow)
Sev 3 – Medium (Impacting small group)
Sev 4 – Low (Impact single client)
Sev 5 – Routine (Access request)
Aug 15
Aug 14
Aug 11
Aug 10
Aug 9
Aug 8
Aug 7
Aug 4
Aug 3
Aug 2
Aug 1
Jul 31
Jul 28
Jul 27
Jul 26
Jul 25
Jul 24
Jul 21
Jul 20
Jul 19
0%
Jul 18
0
%SLA
¾
¾
¾
¾
¾
Sev 1 – 4 clock hours
Sev 2 – 8 clock hours
Sev 3 – 20-40 working/business hours
Sev 4 - 40 working/business hours
Sev 5 – 80 working/business hours
30
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15
Summary
¾
Post-Daisy implementation:
¾
54 Level 1 Global Service Desk Analysts (SDA) support:
•
Global phone and web support
•
24 x 7 English, Mandarin language option and web support
•
M-F 8:00 am – 5:00 pm (local time) support for French, German, Slovakian,
Portuguese, Japanese, Spanish, and Korean language options
•
•
¾
81,000+ customers / 35,400 Monthly support requests
•
SDA : Customer = 1 : 1500
•
SDA : Trouble Ticket = 1 : 656
12 Global Team Locations:
•
AMERICAS: United States, Brazil
•
EMEA: England, Ireland, Morocco, Slovakia
•
INDIA: India (2 locations)
•
APJ: Malaysia (2 locations), Japan, China
Integration of Support Systems
•
APJ: Migrate to a single incident logging and recording system
31
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16