IT Service Desk Service Michelle Reynolds/Ron Seccia April 5, 2016

Agenda 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 Description Level 1 First contact Known answers to known questions Known procedures to know end user tasks & activities. Limited Diagnostics & trouble shooting Level 2 Escalation path for Incidents where known procedures fail to yield expected results Root cause determination Diagnostics & trouble shooting 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 Customer impact Key benefits 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 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 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 Office of Academic Diversity Initiatives (OADI) Center for Teaching Excellence Learning Strategies Center Office of Internal Transfer Dialogue African Studies (College of Arts & Sciences) University Audit Institute for Social Sciences Academic Programs Initiative ROTC

Cost 21.47 per incident No Fee Service

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-documents-and-presentations/itcornell-quarterly-metrics/it-service-desk

Questions? Michelle Reynolds: mdr23@cornell.edu Ron Seccia: res62@cornell.edu itsd@cornell.edu