Merging Student and IT Service Functions Ben Eidam and Josephine Powell, University of Exeter “We love SID for sorting out our problems; the fact SID was a real & pleasant person helping made it even better; first rate, fast, fab” “a remarkably helpful service, customer service is excellent” “SID are doing an amazing job”

Merging Student and IT Service Functions A Little About Us.. Ben Eidam Now - IT Service Liaison Officer at the University of Exeter Before – IT Help Desk Team Leader Josephine Powell Now - Student Management System Project Manager Before – SID (ESD) Super User

The Image I Wanted To Use… Merging Student and IT Service Functions

The University of Exeter had two separate ‘Service Desks’ Setting The Scene - What We Had Before.. Merging Student and IT Service Functions IT Help Desk est 2007 IT Help Desk est 2007 Student Information Desk est 2012 Student Information Desk est 2012 Handling all IT incidents and service requests for staff and students including: Password resets PC, Laptop, tablet and mobile troubleshooting and configuration support Self-help videos and knowledge base articles Printing support Plus all other aspects of First Line Support common to the IT support industry Handling all Non-Academic student enquiries, including: Finance Student Records Accommodation Exam Support Graduation Study Skills Advice Accessibility Support International Student Support Multi Faith Chaplaincy Wellbeing Support Students’ Guild Advice Unit

The University also had two separate ‘Service Desk’ Systems Setting The Scene - What We Had Before Merging Student and IT Service Functions Hornbill SupportWorks est 2000 Hornbill SupportWorks est 2000 Tribal Enterprise Service Desk est 2011 Tribal Enterprise Service Desk est 2011 Exeter IT only system Staff user licence based software Client based Traditionally well regarded however expensive Well established and developed to become bespoke Self Service uptake minimal Student Facing Services across Academic Services and Colleges Student licence based software, no cost for adding more users Web based New(ish) software with well regarded HE software provider Well established however true ‘Off The Shelf’ System Well developed and utilised Self Service

“to create a single point of access for IT Support for staff and students alongside non-academic student enquiries” In creating one service point the target outcomes are: -To extend and improve customer service for students and staff -To streamline our system portfolio by eliminating the need for old software licensing and costs -To provide a contribution into the University’s finances by realising economies of scale So What Was The Objective..? Merging Student and IT Service Functions

Feasibility Study of System Change -GAP Analysis -Software Analysis -Project Time Frame Project Scope -In and Out of Scope -Not Staff HR/Parking/Occupational Health Technical Audit -Performance and Load Testing Go Live -Suggestion of 18 months OK – Where Do We Begin? Merging Student and IT Service Functions

Split Into Separate Workstreams Moving The Project Forward Merging Student and IT Service Functions HR Technical Categories and FAQ’s Training Equipment and Space Communications

Being in a position to offer the new service by 1st September 2014 Successful start of the Academic Year New service meeting or exceeding previous individual team targets -First call fix rate on a par with or above 60% (IT Help Desk first call fix rate) within 3 months of Go Live -Positive customer feedback satisfaction above 80% How Will We Measure Success? Merging Student and IT Service Functions

Unfortunately…. …..only joking, yes it was! Five months (!) after completing GAP analysis the University of Exeter launched the new IT and Student Services Desk (SID) on 1 st September 2014 All staff and students phone one number for IT services alongside existing Student Services Start of the Academic Year was a success! First call fix rate at 75% by Christmas 2014 Positive customer feedback at 80% for first operational year Was The Project Successful? Merging Student and IT Service Functions

Perhaps allow ourselves a little more time! Spread training, system awareness and process change Allow staff time to adjust However we demonstrated success on a high impact project within a tight timeframe So What Would We Do Differently? Merging Student and IT Service Functions

Fresher's Week impact Adjusting to Enquiry Management rather than ITIL processes -Different processes inconsistent Gaps in Knowledge -Staff in at the deep end..! So What Couldn’t We Control? Merging Student and IT Service Functions

Single Service Desk for all Student and IT Based Staff Enquiries An Increase in Self Service Enquiries Reduction in: -Staff costs -Maintenance costs -License costs Increased Support Hours Increase in Collaborative Relationships More Time for Project Work Senior Management Investment Key Stakeholders Investment What Were The Benefits Of The Project? Merging Student and IT Service Functions

If We Have Time….. Merging Student and IT Service Functions

We got through our project by smiling and being positive and encouraging to others. Ted Talk by Ron Gutman: The hidden power of smiling. If We Don’t Have Time….. Merging Student and IT Service Functions

Almost over…..