Axios Systems IT Service Management Solutions TM Report and Follow Up Follow-up-makes-the –world- go-round Brian Kerr, Axios Systems

IT Service Management Solutions Axios Systems TM Report and Follow Up  Follow-up makes-the-world-go-around  “You do not have enough knowledge about the things you measure and the things you do not follow up do not happen”. This is an often hard-earned experience many within the IT business have made. If you as a Service Desk Manager should be certain that the Service Desk is working properly and is delivering quality what would you measure and for each goal: What would you do if one of the goals again and again is not reached?

IT Service Management Solutions Axios Systems TM Report and Follow Up  Critical success factors  To maintain a successful Service Desk, it is essential that: business needs are understood Customer requirements are understood investment is made in training for Customers, support teams and Service Desk staff service objectives, goals and deliverables are clearly defined service levels are practical, agreed, and regularly reviewed the benefits are accepted by the business.

IT Service Management Solutions Axios Systems TM Report and Follow Up  Operation maturity Health Check Compare process philosophy with ITIL Identify skill levels Establish depth of documentation Establish awareness  Current Performance Product metrics Service Level Agreements –Internal, Operational and Supplier  Customer Satisfaction Surveys Liaison meetings – regular reviews

IT Service Management Solutions Axios Systems TM Report and Follow Up  Weekly management reviews  These should highlight: service availability major Incident areas that: –occur the most often –staff spend the most time working on –take the longest time to turn around to the Customer Customer related Incidents that require Problem records to be generated Known Error s and required Changes Known Error service breaches Customer satisfaction trends, major services affecting the business staff workloads.

IT Service Management Solutions Axios Systems TM Report and Follow Up  Monthly management reviews  These should report on: service availability overall performance, achievements and trend analyses individual service target achievements Customer perceptions and levels of satisfaction Customer training and education needs support staff and third-party performance application and technology performance content of review and reporting matrix cost of service provision/failure.

IT Service Management Solutions Axios Systems TM Report and Follow Up  Current performance Do we measure what we should not what we can Do the reports influence Business decisions and direction  What should we be measuring SLA Target – Response, Resolution and Escalation Individual Support Team Targets Individual Support Staff Targets Percentage of Assigned Incidents by Category Numbers of First Time Fix SLA Targets by Business Impact SLA Targets by Priority SLA Targets by Business unit

IT Service Management Solutions Axios Systems TM Report and Follow Up  Target Not Met Repeatedly  Why?  Skills Shortage Too much time to fix  Staff Levels and workload Creating a Bottleneck  Failing Component - no real root cause analysis No Problem Management

Axios Systems IT Service Management Solutions TM Thank you for your time Any questions?