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Presentatie Dfc Ausy Portima September 2010

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Dirk Calleeuw
Dirk Calleeuw

The document discusses the configuration of a Service Desk for Portima. It notes that there are currently 13 FTE internal operators and 13 FTE external operators across three activities: infrastructure, applications, and home service. It identifies challenges in training operators for a potential transition to a new service provider and outlines an approach for addressing this that includes presenting CVs, establishing backup technicians, and training. It also discusses establishing SLAs, meetings, organizational backups, and a reversibility plan. It poses questions about processes, knowledge management, escalation procedures, software releases, and whether the Service Desk serves internal and external users.

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SERVICE DESK PORTIMASERVICE DESK PORTIMA Dirk Calleeuw SLMDirk Calleeuw SLM September 2010September 2010
ASIS Mogelijke verandering van Service Provider Scope 13 FTE interne en 13 FTE externe 3 activiteiten Service Desk : Infrastructuur Applications Home service (technici Portima) Hosted service Siemens Service Desk 08Hr30 12Hr30 / 13Hr30 17Hr30 (5/7 dagen) Ticketing systeem beschikbaar KPI (MTTR 2 Hr of 4Hr; TC; Efficientie operatoren (FLR ?) Service reports geleverd door CCM (Contact Center & Training Manager)
Configuratie Service Desk
UITDAGING Leveren van de getrainde SD operatoren (met backup) infrastructuur en applicatie voor de eventuele overname. Afhankelijk van het niveau van de voorgestelde operatoren kunnen de trainingen voor : Infrastructuur 2-3 weken Applicatie 4-6 weken Smooth transition AANPAK Presentatie van de geschikte en beschikbare CVs aan CCM Procedure voor backup technici Training voor de overname in samenwerking met CCM SLM niveau
PROJECT PLAN SLA KPI presence MEETINGS Kick off meeting Weekly or bi-weekly team meeting Monthly meeting service report QoS ORGANISATIE BACKUP POOL REVERSIBILITY PLAN Wat op einde contract of indien problemen ?
VRAGEN Flowchart voor Incident Management ? Wat met Problem Management ? Prioriteiten tree beschikbaar ? Knowledge base (known errors, work-arounds) ? Escalatie procedure (functioneel en hi谷rarchisch) ? Hoe gebeuren de new software releases ? Communicatieplan in geval van Major Incident ? Service Desk voor externe- en interne users ?
PRIORITEITEN TREE
SERVICE MANAGEMENT REALISATIES
Business Area Work Load Period Actors Client Presentation Functional Context Creating a Service Desk Banking sector Attend the SGBT in the organization of its IT Service Desk Coaching changes with transfer of knowledge to the Service Desk responsible of SGBT. AUSY assist SGBT in the validation and implementation of various devices and procedures that fall within the scope of the Service Desk. Soci辿t辿 G辿n辿rale Bank & Trust, a multi-specialist bank based in Luxembourg since 1893 100 days May 2008 0ctober 2008 1 consultant 9 Analyse of the current situation Formalisation of the procedures and of the service catalog Definition of Service Level Management (SLM) and Service Level Agreement (SLA, OLA) Indicators (KPI) and follow up meetings Setting up the service desk team in service commitment mode and support the change management Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL Project Management & Quality Management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...) Survey of satisfaction with Sphinx.
Business Area Work Load Period Actors Client Presentation Functional Context Outsourcing 1st line Service Desk Bancaire The daily management of the service center based on a service level commitment for the Level 1 services (IT Service Desk / Service Center / MDS) The establishment of a self insured monthly SLM Soci辿t辿 G辿n辿rale Bank & Trust, a multi-specialist bank based in Luxembourg since 1893 650 days May 2008 May 2011 7 consultants Structuring the Help Desk for the switch to "Services mode Responsability for the results of the Service Desk of first and second line with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) Responsibility of the Project Preparation of the centralization of the European service desk on the Luxembourg platform. 10 Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL Project Management & Quality Management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...)
Business Area Work Load Period Actors Client Presentation Functional Context Outsourcing of a Service Desk Ferrero Industry / Alimentary The project "Outsourcing Service Desk and Support Change" aims to professionalize IT support Ferrero: Optimize the daily management of the Help Desk first level by structuring the procedures and switch to service mode (Service Level Management) Accelerating the centralization project to support an European hub on the Luxembourg Ferrero Group site. Ferrero is one of the world's leading chocolate producers. Ferrero offers a wide range of products such as Kinder, Nutella, Mon Cheri, Ferrero Rocher ... 1500 days March 2004 - March 2011 6 consultants Structuring the Help Desk for the switch to "Services mode Responsability for the results of the Service Desk of first and second line with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) Responsibility of the Project Preparation of the centralization of the European service desk on the Luxembourg platform. Analyse (AS-IS au TO-BE) and establishment of a methodology based on ITIL Project Management & Quality management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...)
Business Area Work Load Period Actors Client Presentation Functional Context Service desk managed service Pharma Total operational mandate, in a fixed price model. Daily Management of 40 Service Desk Consultants (Level 2) in Belgium and Holland, spread over 12 large J&J-sites. ITIL-based SLA to be achieved. Johnson & Johnson; Global based American Pharmaceutical, medical devices and consumer packaged goods manufacturing company. 9200 days 2010 - 40 consultants Total responsibility for the results of the Service Desk (second line) with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) Responsibility of the Project (mandate for operational changes and optimisations.) Dedicated Backup Pool for 100% coverage. Coverage of additional projects (rollouts,), After Hours Support, Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL. Commitment on concrete deliverables (Service catalog, SLA, KPI, ...) Service Catalog: basic infrastructure, user incidents, user requests, IMACs, Continuous User Satisfaction Surveys.
Business Area Work Load Period Actors Client Presentation Functional Context Service Desk 1st and 2nd level Alter Domus Finances 1 and 2 level Service Desk support based on ITIL V2 Alter Domus specialises in company setup, domiciliation and management. Our clients are primarily listed and unlisted corporations, private equity and real estate firms 950 Days May 2010 - 5 Consultant Delivery of qualified technicen Reporting Defining the processes such as Incident- and Problem Management Definition of the KPI ITIL V2 processing CITRIX LOTUS Notes
Business Area Work Load Period Actors Client Presentation Functional Context Audit service desk Financial area AUDIT based on ISO 20000 of the existing Service Desk Users Satisfaction Survey International Company based in Luxembourg specialized in Asset Management and High Finances 50 Days 2009 1 Consultant AUDIT User Satisfaction Survey Improvement of the ITIL V2 processes (Incdient- and Problem Management) ITIL V2 ISO 20000 Survey Monkey Service Desk +
Business Area Work Load Period Actors Client Presentation Functional Context Provision of 1st line 束 Service Desk 損 Operators Industry The daily management of the Service Center Level 1 (IT Service Desk / Service Center) Fluxys : independent operator of the transport infrastructure of natural gas in Belgium 650 days 2008 - 2010 3 consultants Structuring the Help Desk for the switch to "Services mode Responsability for the results of the Service Desk of first and second line with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) 15 Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL Project Management & Quality Management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...)
16 Evolutions vers Service Desk OPTI/PRO
Ausy/DataFlow Ausy Belgium nv Interleuvenlaan 17 3001 Leuven info@dataflow.be

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Presentatie Dfc Ausy Portima September 2010

  • 1. SERVICE DESK PORTIMASERVICE DESK PORTIMA Dirk Calleeuw SLMDirk Calleeuw SLM September 2010September 2010
  • 2. ASIS Mogelijke verandering van Service Provider Scope 13 FTE interne en 13 FTE externe 3 activiteiten Service Desk : Infrastructuur Applications Home service (technici Portima) Hosted service Siemens Service Desk 08Hr30 12Hr30 / 13Hr30 17Hr30 (5/7 dagen) Ticketing systeem beschikbaar KPI (MTTR 2 Hr of 4Hr; TC; Efficientie operatoren (FLR ?) Service reports geleverd door CCM (Contact Center & Training Manager)
  • 4. UITDAGING Leveren van de getrainde SD operatoren (met backup) infrastructuur en applicatie voor de eventuele overname. Afhankelijk van het niveau van de voorgestelde operatoren kunnen de trainingen voor : Infrastructuur 2-3 weken Applicatie 4-6 weken Smooth transition AANPAK Presentatie van de geschikte en beschikbare CVs aan CCM Procedure voor backup technici Training voor de overname in samenwerking met CCM SLM niveau
  • 5. PROJECT PLAN SLA KPI presence MEETINGS Kick off meeting Weekly or bi-weekly team meeting Monthly meeting service report QoS ORGANISATIE BACKUP POOL REVERSIBILITY PLAN Wat op einde contract of indien problemen ?
  • 6. VRAGEN Flowchart voor Incident Management ? Wat met Problem Management ? Prioriteiten tree beschikbaar ? Knowledge base (known errors, work-arounds) ? Escalatie procedure (functioneel en hi谷rarchisch) ? Hoe gebeuren de new software releases ? Communicatieplan in geval van Major Incident ? Service Desk voor externe- en interne users ?
  • 9. Business Area Work Load Period Actors Client Presentation Functional Context Creating a Service Desk Banking sector Attend the SGBT in the organization of its IT Service Desk Coaching changes with transfer of knowledge to the Service Desk responsible of SGBT. AUSY assist SGBT in the validation and implementation of various devices and procedures that fall within the scope of the Service Desk. Soci辿t辿 G辿n辿rale Bank & Trust, a multi-specialist bank based in Luxembourg since 1893 100 days May 2008 0ctober 2008 1 consultant 9 Analyse of the current situation Formalisation of the procedures and of the service catalog Definition of Service Level Management (SLM) and Service Level Agreement (SLA, OLA) Indicators (KPI) and follow up meetings Setting up the service desk team in service commitment mode and support the change management Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL Project Management & Quality Management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...) Survey of satisfaction with Sphinx.
  • 10. Business Area Work Load Period Actors Client Presentation Functional Context Outsourcing 1st line Service Desk Bancaire The daily management of the service center based on a service level commitment for the Level 1 services (IT Service Desk / Service Center / MDS) The establishment of a self insured monthly SLM Soci辿t辿 G辿n辿rale Bank & Trust, a multi-specialist bank based in Luxembourg since 1893 650 days May 2008 May 2011 7 consultants Structuring the Help Desk for the switch to "Services mode Responsability for the results of the Service Desk of first and second line with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) Responsibility of the Project Preparation of the centralization of the European service desk on the Luxembourg platform. 10 Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL Project Management & Quality Management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...)
  • 11. Business Area Work Load Period Actors Client Presentation Functional Context Outsourcing of a Service Desk Ferrero Industry / Alimentary The project "Outsourcing Service Desk and Support Change" aims to professionalize IT support Ferrero: Optimize the daily management of the Help Desk first level by structuring the procedures and switch to service mode (Service Level Management) Accelerating the centralization project to support an European hub on the Luxembourg Ferrero Group site. Ferrero is one of the world's leading chocolate producers. Ferrero offers a wide range of products such as Kinder, Nutella, Mon Cheri, Ferrero Rocher ... 1500 days March 2004 - March 2011 6 consultants Structuring the Help Desk for the switch to "Services mode Responsability for the results of the Service Desk of first and second line with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) Responsibility of the Project Preparation of the centralization of the European service desk on the Luxembourg platform. Analyse (AS-IS au TO-BE) and establishment of a methodology based on ITIL Project Management & Quality management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...)
  • 12. Business Area Work Load Period Actors Client Presentation Functional Context Service desk managed service Pharma Total operational mandate, in a fixed price model. Daily Management of 40 Service Desk Consultants (Level 2) in Belgium and Holland, spread over 12 large J&J-sites. ITIL-based SLA to be achieved. Johnson & Johnson; Global based American Pharmaceutical, medical devices and consumer packaged goods manufacturing company. 9200 days 2010 - 40 consultants Total responsibility for the results of the Service Desk (second line) with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) Responsibility of the Project (mandate for operational changes and optimisations.) Dedicated Backup Pool for 100% coverage. Coverage of additional projects (rollouts,), After Hours Support, Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL. Commitment on concrete deliverables (Service catalog, SLA, KPI, ...) Service Catalog: basic infrastructure, user incidents, user requests, IMACs, Continuous User Satisfaction Surveys.
  • 13. Business Area Work Load Period Actors Client Presentation Functional Context Service Desk 1st and 2nd level Alter Domus Finances 1 and 2 level Service Desk support based on ITIL V2 Alter Domus specialises in company setup, domiciliation and management. Our clients are primarily listed and unlisted corporations, private equity and real estate firms 950 Days May 2010 - 5 Consultant Delivery of qualified technicen Reporting Defining the processes such as Incident- and Problem Management Definition of the KPI ITIL V2 processing CITRIX LOTUS Notes
  • 14. Business Area Work Load Period Actors Client Presentation Functional Context Audit service desk Financial area AUDIT based on ISO 20000 of the existing Service Desk Users Satisfaction Survey International Company based in Luxembourg specialized in Asset Management and High Finances 50 Days 2009 1 Consultant AUDIT User Satisfaction Survey Improvement of the ITIL V2 processes (Incdient- and Problem Management) ITIL V2 ISO 20000 Survey Monkey Service Desk +
  • 15. Business Area Work Load Period Actors Client Presentation Functional Context Provision of 1st line 束 Service Desk 損 Operators Industry The daily management of the Service Center Level 1 (IT Service Desk / Service Center) Fluxys : independent operator of the transport infrastructure of natural gas in Belgium 650 days 2008 - 2010 3 consultants Structuring the Help Desk for the switch to "Services mode Responsability for the results of the Service Desk of first and second line with fixed commitment : Team (guaranteed availability, training, motivation) KPI (monitoring and respects the objectives) 15 Analysis (AS-IS to TO-BE) and establishment of a methodology based on ITIL Project Management & Quality Management Commitment on concrete deliverables (Notebook service, service catalog, OLA, SLA, KPI, ...)
  • 17. Ausy/DataFlow Ausy Belgium nv Interleuvenlaan 17 3001 Leuven info@dataflow.be

Editor's Notes

  • #10: Contact : Dirk Calleeuw Etat des lieux : finalis辿
  • #11: Contact : Dirk Calleeuw Etat des lieux : finalis辿
  • #12: Contact : Dirk Calleeuw Etat des lieux : finalis辿
  • #16: Contact : F. Rasic / Wilfrid Lagrange Etat des lieux : finalis辿