1. The challenges of management, integration and scope expansion of NREN´ Service Desk: RNP Case Jean Carlo Faustino Francisco A. dos Santos Junior Rede Nacional de Ensino e Pesquisa (RNP) Brazilian NREN

2. Agenda 1.Introduction 2.Service Desk overview 3.Service Desk in numbers 4.Service Desk milestones

3. 1. Introduction 19892015 Directory of Service Management start Service Desk start 2009 RNP start

4. 1. Introduction Advanced Services Communication and Collaboration Digital Content Identity Management Strategic Hosting Support for Academic Network Directory of Service Management start Service Desk

5. 1. Introduction Service Manager Service Desk Advanced Services Until 2014 Leandro Guimarães Jean Carlo

6. 1. Introduction Service Manager Service Desk Advanced Services Service Desk Advanced Services Dedicated Manager Service Manager Until 2014After 2015

7. 1. Introduction Service Desk Advanced Services Dedicated Manager Service Manager After 2015 Francisco Jr.

8. 1. Introduction 1989 2015 Service Desk start 2009 2014 Expansion Project Integration Project 2010 Consolidated Service Desk

9. 1. Introduction Service Desk Advanced Services Consolidated Service Desk

10. 1. Introduction Service Desk Advanced Services Internal Systems Integration Project Internal ICT

11. 1. Introduction Service Desk Advanced Services Expansion Project Internal Systems Internal ICT Connectivity Security

12. 1. Introduction 1989 2015 Service Desk start 2009 2014 Expansion Project Integration Project 2010 Consolidated Service Desk milestones

13. Agenda 1.Introduction 2.Service Desk overview 3.Service Desk in numbers 4.Service Desk milestones

14. 2. Service Desk overview RNP backbone Total area: 8,514,215 km 2 PoPs PoP

15. 2. Service Desk overview 1,219 campuses 3.5 million users Service Desk with 6 people Until 2014

16. 2. Service Desk overview 3.5 million users Service Desk with 6 people 14 Advanced Services

17. 2. Service Desk overview 1,219 campuses 3.5 million users Service Desk with 6 people

18. 2. Service Desk overview 1,219 campuses 3.5 million users Service Desk with 6 people 77% Specialist Team

19. 2. Service Desk overview Service Desk with 6 people Everyday, from 8 am to 10 pm Specialist Team Monday-Friday, from 8 am to 6 pm

20. Agenda 1.Introduction 2.Service Desk overview 3.Service Desk in numbers 4.Service Desk milestones

21. 3. Service Desk in numbers Number of Tickets Opened per month Average of 558 per month

22. 3. Service Desk in numbers Response time (in minutes) Average of 8 minutes

23. 3. Service Desk in numbers Resolution time (in minutes) Always less than one hour

24. 3. Service Desk in numbers Tickets resolved by Service Desk x Specialist Team Service Desk Specialist Team

25. 3. Service Desk in numbers Tickets resolved by Service x Specialist Team Always above 77% Service Desk Specialist Team

26. 3. Service Desk in numbers Customer Satisfaction Customer Satisfaction %Satisfaction Survey % Average of 97% Average of 7%

27. 3. Service Desk in numbers Benchmarking

28. 3. Service Desk in numbers HDI* IndicatorBenchmarkService Desk RNP Resolution Time Average 30-120 minutes8 minutes Customer Satisfaction85-95%97% Satisfaction Survey Rate 7% *http://www.thinkhdi.com/

29. Agenda 1.Introduction 2.Service Desk overview 3.Service Desk in numbers 4.Service Desk milestones

30. 1989 2015 Service Desk start 2009 2014 Expansion Project Integration Project 2010 Consolidated Service Desk milestones

31. Service Desk Advanced Services Consolidated Service Desk Web Conference FIX fone@RNP IDC TV Signal Transmission Live Video Transmission Videoconference Video on Demand Advanced Services in 2009 CAFe Web Conference eduroam FileSender@RNP FIX fone@RNP ICPEdu IDC Telepresence TV Signal Transmission Live Video Transmission Videoclass@RNP Videoconference Video on Demand Advanced Services in 2014 Total: 8 Total: 14 4. Service Desk milestones

32. Service Desk Advanced Services Internal Systems Integration Project Internal ICT Institutional Website ERP System Events Website Project Website Financial System Human Resources System Statistics Systems Booking Systems Intranet/Extranet Internal Systems Wiki System Email System Print Systems Wi-Fi Systems Corporative Computers Local Network etc. Internal ICT 4. Service Desk milestones

33. Service Desk Advanced Services Expansion Project Internal Systems Internal ICT Connectivity Security 4. Service Desk milestones When a client institution has a problem in connectivity (layer 2 and 3) When a security issue is detected in a client institution

34. 34 Service Desk with 9 people 4. Service Desk milestones Coordinator Manager

35. 35 4. Service Desk milestones

37. 1989 2015 Service Desk start 2009 2014 Expansion Project Integration Project 2010 Consolidated Service Desk milestones

38. 4. Service Desk milestones

39. Jean Carlo Faustino Services Manager Francisco A. dos Santos Junior Integrate Service Desk Manager Thank you!