1. Dimension Data Services Wiki 8 February 2011

2. dimensiondata.com 2 Agenda ► Introduction ► Background where this started ► The Rules ► The Approach ► Phases and Versions ► Limitations ► Workarounds ► Next Steps ► Q & A

3. dimensiondata.com 3 Introductions ► Introductions ► Acknowledgements Project Core Team Tammy Macedo – Process Development Victor Brown – Content Development Louise Michelson – Site Development Global and Regional Business Numerous Project team members

4. dimensiondata.com 4 Background where this started

5. dimensiondata.com 5 Background – Why? ► Service Desk system & tool change Global requirement Information system for Client facing environment ► Improvements & Standardisation Operational and Framework aligned Centralised update, decentralised usage

6. dimensiondata.com 6 Background – The Findings ► Federated process usage Autonomy in business ► Distributed documents and approval structures Pockets of excellence ► Ten Lines of Business across RSA regions Africa interdependence and optimisation No single or central process owner

7. dimensiondata.com 7 Background Project to ► Change Service Desk system ► Increase in process compliance ► Increase OLA & SLA times - (MTTr and MTTR) ► Increase Client satisfaction ► All Lines of Business in scope to be 80% aligned to the published processes

8. dimensiondata.com 8 Why do we need this? We’re know what we are doing! We’re specialists at what we do! We’ve done pretty well so far! So why do we need this? The key is not JUST being good at what we do BUT also ensure that we achieve the right end results

9. dimensiondata.com 9 The Rules and our Approach

10. dimensiondata.com 10 The Rules ► Standardise but allow flexibility Global & Regional flexibility a disadvantage? ► Retain ownership Locus of control ► Ease of Use Used across all business areas ► Don’t reinvent the wheel The Sinatra Syndrome

11. dimensiondata.com 11 Our Approach ► Gather ALL info Archaeology 101 = Dig! ► Internal Marketing and get Stakeholders Locus of Influence and Control Peace pipes ► Collaborate With everyone

12. dimensiondata.com 12 Collaboration Areas Global Service Centre Client Experience Client Experience Business Rules MOF LoB Service Desks Engineers / Team Leads DD Processes Global / MEA DD Processes Global / MEA ITIL V3 Ongoing Collaboration

13. dimensiondata.com 13 Phases and Versions ► Multiple Iterations Everyone spitting in the pot ► Bottoms up! Walk a mile in your shoes ► SUAL Shut up and listen – To Everyone

14. dimensiondata.com 14 Our Systems

15. dimensiondata.com 15 Ways@Work ► Ways@Work De facto standard for all DD Process mapping Process depicted down to 2 levels of Activity Documents linked to Activity Blocks

16. dimensiondata.com 16 Ways@Work – Process Overview

17. dimensiondata.com 17 Services – Landing Page

18. dimensiondata.com 18 Services Wiki – Landing Page

19. dimensiondata.com 19 Services Wiki – Procedures and WI docs

20. dimensiondata.com 20 Services Wiki – Article layout

21. dimensiondata.com 21 Services Wiki – FAQ Layout

22. dimensiondata.com 22 Limitations and Workarounds

23. dimensiondata.com 23 Wiki Limitations and Workarounds ► Limitations Screen layouts and formatting – poor editor Image handling - No “Cut and Paste” in articles Hyperlinks & Tables of Content in Documents ► Workarounds Adapt and format externally Upload images via a Discussion group then “Cut and Paste” Remove hyperlinks unless unavoidable

24. dimensiondata.com 24 Q & A Questions???