Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service desk

613 Pages·2009·6.19 MB·English

by  Ivanka Menken

Support Center – Managing and Analyzing
Contents
INTRODUCTION ....................................................................................................................... 7
WHAT IS ITIL? .......................................................................................................................... 7
REASONS FOR IMPLEMENTATION ....................................................................................... 8
IMPLEMENTING ITIL ................................................................................................................ 9
IMPLEMENTATION OF SERVICE STRATEGY .................................................................... 10
IMPLEMENTING SERVICE DESIGN ..................................................................................... 11
IMPLEMENTING SERVICE TRANSITION ............................................................................. 15
IMPLEMENTING SERVICE OPERATION ............................................................................. 18
IMPLEMENTATION OF CSI ................................................................................................... 23
CASE STUDIES ...................................................................................................................... 26
THE IT SERVICE MANAGEMENT ITIL V3 BENCHMARK CHECKLIST ............................. 27
SERVICE STRATEGY - THE PRACTICE OF SERVICE MANAGEMENT ........................... 28
SERVICE DESIGN - SERVICE MANAGEMENT AS A PRACTICE ...................................... 34
SERVICE TRANSITION - SERVICE MANAGEMENT AS A PRACTICE ............................. 43
SERVICE OPERATION - SERVICE MANAGEMENT AS A PRACTICE .............................. 51
CONTINUAL SERVICE IMPROVEMENT- SERVICE MANAGEMENT AS A PRACTICE ... 60
CONCLUSION ......................................................................................................................... 66
CUSTOMER SERVICE ........................................................................................................... 68
INSTANT FEEDBACK .......................................................................................................................... 69
SETTING THE RIGHT KPIS ................................................................................................................ 69
CUSTOMER SERVICE - AN IMPERATIVE ........................................................................... 69
GOLDEN RULE #1: PUT THE CUSTOMER FIRST .............................................................................. 70
GOLDEN RULE #2: STAY CLOSE TO YOUR CUSTOMERS ............................................................... 70
GOLDEN RULE #3: PAY ATTENTION TO THE LITTLE DETAILS ........................................................ 71
CONCLUSION ..................................................................................................................................... 71
FIVE RULES OF CUSTOMER CARE .................................................................................... 71
CHOOSING THE RIGHT CUSTOMER SERVICE REPRESENTATIVES ............................. 72
SIGNIFICANT POINTS ........................................................................................................................ 73
NATURE OF THE WORK .................................................................................................................... 73
WORK ENVIRONMENT. ...................................................................................................................... 75
TRAINING, OTHER QUALIFICATIONS, AND ADVANCEMENT ............................................................. 75
Education and training. .............................................................................................................. 76
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Other qualifications. .................................................................................................................... 76
Advancement. .............................................................................................................................. 77
EMPLOYMENT.................................................................................................................................... 77
JOB OUTLOOK ................................................................................................................................... 77
Employment Change. ................................................................................................................. 77
Job prospects. ............................................................................................................................. 78
PROJECTIONS DATA ......................................................................................................................... 79
EARNINGS ......................................................................................................................................... 79
RELATED OCCUPATIONS .................................................................................................................. 80
DIFFERENTIATING YOUR ORGANIZATION THROUGH CUSTOMER FOCUS ................ 80
THE CUSTOMER FOCUS MODEL ........................................................................................ 83
THE CUSTOMER FOCUS APPROACH ................................................................................ 84
CONCLUSION ..................................................................................................................................... 85
HIRING THE BEST CUSTOMER SERVICE REPRESENTATIVES ...................................... 85
THE INTERVIEW AND SELECTION PROCESS ................................................................... 85
SAMPLE CUSTOMER SERVICE FOCUSED INTERVIEW QUESTIONS ............................ 92
INTERVIEWING ....................................................................................................................... 95
TIPS ON INTERVIEWING ....................................................................................................... 96
CHECKING REFERENCES .................................................................................................... 99
RECORDING A PROFILE OF IMPRESSIONS .................................................................... 101
RECRUITING ......................................................................................................................... 101
ASSESSING YOUR RECRUITMENT AND SELECTION PRACTICES .............................. 104
APPENDIX SAMPLE CUSTOMER SERVICE PLAN .......................................................... 106
ACME CUSTOMER SERVICE PLAN ................................................................................................ 106
BACKGROUND ............................................................................................................................ 106
EXECUTIVE ORDER ................................................................................................................... 106
PRINCIPLES ................................................................................................................................. 107
APPROACH/SCOPE ................................................................................................................... 108
OUR CUSTOMERS ...................................................................................................................... 108
STANDARDS ................................................................................................................................ 108
Process Attributes ..................................................................................................................... 109
Quality Attributes ....................................................................................................................... 109
ORGANIZATION-WIDE STANDARDS ..................................................................................... 110
FUTURE EFFORTS ..................................................................................................................... 111
INCIDENT MANAGEMENT INTRODUCTION ROADMAP ................................................. 112
INCIDENT MANAGEMENT PRESENTATION ..................................................................... 113
SUPPORTING DOCUMENTS ............................................................................................... 130
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BUSINESS JUSTIFICATION DOCUMENT .............................................................................. 130
OBJECTIVES AND GOALS ........................................................................................................ 133
POLICIES OBJECTIVES AND GOALS ..................................................................................... 136
INCIDENT CATEGORY DEFINITION ....................................................................................... 138
COMMUNICATION PLAN ........................................................................................................... 152
INCIDENT MANAGEMENT PROCESS FLOW ........................................................................ 156
REPORTS KPI‘S AND METRICS ............................................................................................... 156
INCIDENT TICKET TEMPLATE ................................................................................................. 160
INCIDENT MANAGEMENT PROCESS .................................................................................... 168
IMPLEMENTATION AND PROJECT PLAN ............................................................................. 170
INTRODUCTION ................................................................................................................... 178
INTRODUCTION TO SERVICE DESK ................................................................................................ 197
INTRODUCTION TO INCIDENT MANAGEMENT ................................................................................. 200
INTRODUCTION TO PROBLEM MANAGEMENT ................................................................................ 202
SUPPORT AND RESTORE .................................................................................................. 205
SERVICE DESK ................................................................................................................................ 205
INCIDENT MANAGEMENT ................................................................................................................ 230
PROBLEM MANAGEMENT................................................................................................................ 247
SERVICE DESK – REVIEW .................................................................................................. 270
INCIDENT MANAGEMENT – REVIEW ................................................................................ 273
PROBLEM MANAGEMENT – REVIEW ............................................................................... 278
ASSIGNMENTS ..................................................................................................................... 284
ASSIGNMENT 1 – SERVICE DESK................................................................................................... 284
ASSIGNMENT 2 – INCIDENT MANAGEMENT ................................................................................... 284
ASSIGNMENT 3 – PROBLEM MANAGEMENT .................................................................................. 285
ASSIGNMENT RESOURCES ............................................................................................... 287
CASE STUDY – RECE SHOE COMPANY ....................................................................................... 287
EXAM PREPARATION ......................................................................................................... 297
FURTHER READING ............................................................................................................ 308
SERVICE DESK INTRODUCTION ROADMAP ................................................................... 308
SERVICE DESK PRESENTATION ...................................................................................... 310
SUPPORTING DOCUMENTS ............................................................................................... 320
SERVICE DESK FACTSHEET ................................................................................................... 321
BUSINESS JUSTIFICATION DOCUMENT .............................................................................. 324
POLICIES OBJECTIVES AND SCOPE ..................................................................................... 327
OBJECTIVES AND GOALS ........................................................................................................ 330
SERVICE DESK MANAGER ROLE ........................................................................................... 332
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EMAIL TEXT .................................................................................................................................. 334
BUSINESS AND IT FLYERS....................................................................................................... 336
OUTSOURCING TEMPLATE ..................................................................................................... 336
COMMUNICATION PLAN ........................................................................................................... 349
REPORTS KPI‘S AND METRICS ............................................................................................... 353
SERVICE DESK TECHNOLOGY ............................................................................................... 358
IMPLENTATION AND PROJECT PLAN .............................................................................. 371
SERVICE DESK INTRODUCTION ROADMAP ................................................................... 379
SERVICE DESK ITIL V3 PRESENTATION ......................................................................... 382
SUPPORTING DOCUMENTS ............................................................................................... 393
SERVICE DESK ROLE AND RESPONSIBILITIES .............................................................................. 393
SERVICE DESK TECHNOLOGY........................................................................................................ 395
SERVICE DESK OUTSOURCING TEMPLATE ................................................................................... 411
SERVICE DESK METRICS................................................................................................................ 427
COMMUNICATION PLAN .................................................................................................................. 429
BUSINESS FLYERS .......................................................................................................................... 434
SERVICE DESK OBJECTIVES AND GOALS ..................................................................... 436
POLICIES OBJECTIVES AND SCOPE ............................................................................... 440
IMPLEMENTATION PLAN AND PROJECT PLAN ............................................................. 444
BUSINESS JUSTIFICATION DOCUMENT .......................................................................... 454
SERVICE LEVEL MANAGEMENT INTRODUCTION ROADMAP ...................................... 458
SERVICE DESIGN ................................................................................................................ 460
CONTINUAL SERVICE IMPROVEMENT ............................................................................ 479
SUPPORTING DOCUMENTS ............................................................................................... 486
OBJECTIVES AND GOALS ............................................................................................................... 486
POLICIES OBJECTIVES AND GOALS ............................................................................................... 490
SLM SCOPE .................................................................................................................................... 493
BUSINESS JUSTIFICATION DOCUMENT .......................................................................................... 498
ORGANIZING FOR SERVICE DESIGN – ROLES & RESPONSIBILITIES ............................................ 501
SLM PROCESS MANAGER ............................................................................................................. 506
CUSTOMER BASED SLA ................................................................................................................. 508
SERVICE BASED SLA ..................................................................................................................... 514
MULTI LEVEL SLA‘S ....................................................................................................................... 520
BUSINESS AND IT SERVICE MAPPING ........................................................................................... 526
OPERATIONAL LEVEL AGREEMENT................................................................................................ 537
SERVICE LEVEL REQUIREMENTS ................................................................................................... 541
SERVICE OPTIONS .......................................................................................................................... 547
UNDERPINNING CONTRACTS ......................................................................................................... 551
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FUNCTIONAL SPECIFICATION ......................................................................................................... 554
TECHNICAL SPECIFICATION............................................................................................................ 560
PRICE LIST ...................................................................................................................................... 565
COMMUNICATION PLAN .................................................................................................................. 567
REPORTS KPI‘S OTHER METRICS ................................................................................................. 574
SLM IMPLEMENTATION & PROJECT PLAN ..................................................................... 577
FURTHER INFORMATION ................................................................................................... 585

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Introduction
Even after 13 years in IT Service Management consultancy, I still get questions from clients
about the duration of ITIL®i implementation projects.
It seems that a lot of people ‗out there‘ still seem to think that an ITIL implementation project
is similar to the rollout of Microsoft Visio in the entire office, or a server upgrade. Many
people – even project managers and IT directors, seem to compare ITIL Service
Management implementation with the implementation of ‗off the shelf‘ software.
This Guide is created to make you – the reader – think about different reasons why
implementing ITIL Service Management can NOT be successful with an ‗out of the box‘
approach and mindset. ITIL Service Management only touches on technology, and it is not a
piece of software.
ITIL Service Management implementation – when performed successfully – will structurally
change your organisation, your staff performance, your customer satisfaction and overall
delivery capability.
But before we go into that... let‘s start at the beginning: What exactly is ITIL?
What is ITIL?
Since its inception in the late 1980‘s ITIL® has been the framework of choice for many IT
organisations across the world. In fact, it has been so popular that ITIL certification is a
stated requirement in most Job Advertisements for IT related roles and the framework is
taught at Universities as part of their Post-graduate and MBA programs. As a result of
industry involvement and the rapidly growing maturity of the IT industry at large, ITIL is now
in its 3rd version.

The ITIL V3 framework consists of a library of books that cover the 5 phases of the Service
Lifecycle:

Book title Content – main focus of this phase in the
lifecycle
Service Strategy Discusses the reason WHY the IT service is
needed, and to what extent the service would be
needed by the customers.
Service Design Design consideration and Quality criteria for the
Service that is to be created AND the environment
that is required to support the service to the
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customer‘s needs.
Service Transition Control and risk mitigation strategies while the new
– or changed – service is moved into the
Production environment.
Service Operations Activities and departments that are needed to
support the IT Services on an ongoing basis to the
standards that have been agreed upon with the
customer.
Continual Service Methodologies for the ongoing improvement of the
Improvement services, the IT environment and its processes.

One important thing to remember is that ITIL is a FRAMEWORK, it is not a prescriptive set
of checklists, nor is it a standard. The ITIL books provide the reader with guidelines on what
is generally considered to be good practice (based on 20+ years of experience).
The processes described in the books are aimed at the management of activities in an IT
organization, irrespective of company size and technology use. The processes are
completely independent of any type of hardware or software that is (or will be) available on
the market.
In 2005, the International Standards Organisation (ISO) published an independent standard
for IT Service Management, called ISO/IEC 20000. This standard consists of BEST
PRACTICE requirements (part I) and guidance (part II) for the control and management of
Service Management processes in an IT organisation. This standard is mostly based on the
ITIL Framework.
Reasons for implementation
The reason for the implementation of ITIL Service Management is varied, but most of the
companies seem to have the desire to formalize their IT Service Management practices to
achieve one or more of the following benefits:
• Improve the quality and efficiency of IT Services
• Comply with management or business requirements
• Follow global standards
• Reduce IT Costs
• Achieve regulatory compliance, or standards certification
• Address a specific IT Operational issue
The top benefit gained from ITIL implementation is improved customer satisfaction. Other
benefits include delivery of IT services in accordance with agreed service levels and
improved IT service reliability.ii
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When organisations are implementing ITIL Service Management they usually have a team of
1 – 5 internal staff working on the project on a fulltime basis. Approx. 1/3 of organisations
also use 1 – 5 external consultants to support with process design and tool implementation.
Factors that contribute to the success of ITIL implementation are:
 Senior Management commitment
 Sufficient Funding
 Effective Change Management
 Existence of an ITSM champion
 Sufficient allocation and provision of ITIL training to IT staff
 Team commitment
HOWEVER, as visualised in figure 1 below, ITIL is only a small component of IT Service
Management. The books only cover guidance on the processes, the activities and some of
the associated tools and metrics. The other components of IT Service Management are only
briefly touched upon in the ITIL core guidance publications. The other components of IT
Service Management (technology, people and organisation) are a crucial part in the
successful achievement of the desired deliverables and should be planned for.

Figure 1
Implementing ITIL
As mentioned in the previous paragraph, ITIL Service Management is a framework. It is not
a software application or generic tool. This in itself brings some implementation challenges
to the project organisation...
In general, products are easier to implement than frameworks. However, when you begin to
implement the ITIL framework, you‘re suddenly faced with decisions about how to fit your
existing process model into the ITIL view. Given that your existing processes are embedded
inside existing applications, you will be challenged to wire them together. This will take time
and a lot of workshops, discussions and heated debates!
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