ITC306

Great video explaining the SIP. It will be a tool I will use to identify service improvements within my team.

I want to tie in the project with improvement activities I will be focusing on in my current role with my employer.

I manage a service desk team providing IT support to 4 corporate clients in addition to supporting our own organisation. We utilise the ITIL framework for IT Service Management, the service desk function sits within the Service Operation phase of the service lifecycle and the aim of my project will be to apply techniques and methods from the Continual Service Improvement phase to implement improvement initiatives. This will be done by reviewing baselines, KPIs/metrics, etc. I will benchmark what performance is today and through CSI, compare these to the end results to measure whether CSI activities were successful. There will be heavy emphasis on service level agreement targets as well to determine how we can improve current performance.

A number of current issues include the lack of stored information in the knowledge base (knowledge management), training/knowledge issues with service desk staff around a number of key services being delivered (e.g. Citrix, email, telephony), service desk behaviour and culture, the structure of our knowledge areas (SharePoint) are not effective, our first contact resolution rates are dismal compared with the industry 60% benchmark – this needs to be improved.

Improvement initiatives also need to be made in line with our service strategy which we review and update each year (due to be update next month).

Through the design phase (assignment 2/3), I will develop a service improvement plan which is defined within Continual Service Improvement, it is a formal and detailed plan to identify, verify and implement improvements. In addition I will utilise any other techniques identified in CSI which can also include the Deming cycle (Plan, Check, Act, Do).

My department is also undergoing audits for ISO20K (service management) certification. Where appropriate, I will utilise any aspects of this in my project planning.

The end result will be a more efficient and effective service desk that will improve services to our customers and also the desks interaction with ITIL processes and function groups (e.g. desktop, server support).