In June MACS will organise two workshops about the essentials of running a service desk . It will answer questions that are rudiment for running a service desk. Below you find a description of the workshop. If you would like to register, please follow the link for your preferred date:

• 17th June

• 29th June

10 Steps to increase performance and client satisfaction while reducing costs & risk

The “nuts and bolts” of Incident, Problem, Knowledge and Service Level Management in IT Service Operations

Incident, Problem and Knowledge management are at the heart of customer support and are essential to support organizations transitioning to ITIL. A systematic approach will be discussed to reduce Time-To-Close, increase First Time Fix rate, reduce No Fault Found, increase Customer Satisfaction and lower the cost of operating your organization. You will learn about the available Tivoli solutions that include best practices for improving the performance of the support organizations.

Workshop description

The workshop covers basic ITIL® processes and several core competences for an IT Service Operations environment, including:

• Trends in the industry; the importance of a Service Desk
• Definition of the goals you want to achieve with your Service Desk; does your company need a single point of contact service desk, or do you need customer service level compliance?
• Definition of the benefits you want to achieve with the implementation of a Service Desk solution
• Definition of the ITIL® processes you will (initially) support; is it necessary to implement the whole of ITIL®?
• Determine the type of Service Desk you need; How mature is the current Service Desk?
• Definition of the tasks the Service Desk needs to fulfil; what is the impact of these tasks on the Service Desk?
• How to set-up Key Performance Indicator’s and how to measure these
• What are the your reporting requirements?
• How are you going to manage customer satisfaction?
• Determine the ITIL experience already available within the company

You will learn about the proven methodology for the implementation of Tivoli Foundation Service Manager into an IT support organization to improve its performance.

What you will learn

During this workshop you will learn to determine what is required to successfully implement a Service Desk solution, embedding best practices and the core concepts of ITIL®. You will also learn the Service Desk analysis process and models and pre-requisites for a successful implementation of Tivoli Foundation Service Manager in an IT Service Operations environment.

* ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

 
Workshop agenda

Setting the Scene — the workshop begins by discussing whether ITIL® V3 is a framework or a methodology and how defining the correct approach is important. We will quickly overview several of the ITIL® process and functions, and finish the section by exploring the reasons why you may choose to not fully implement ITIL®.

Process Design — if you are going to implement ITIL® you will need a straightforward method to build your ITIL® processes which is why we start with process design. We will discuss best practices and how these are embedded in the available tools.

Monitoring ITIL® Processes — once we know how to build our processes we now need to ensure that we can successfully monitor them for both performance and quality.

Building ITIL® Processes — now we know how to design our processes and how to monitor them we will support you in determining the tasks required to build your processes.

Mapping ITIL® Components — is an important segment because it is very difficult to know where to start and how to progress. We will discuss how to map processes to supporting functionality, using the Tivoli Foundation Service Manager solution as a bases.

ITIL® Templates — is where we will discuss the creation of different template views of ITIL® to help you to design your version of ITIL®. You will be encouraged to produce your own template, based on best practices already available in Tivoli Foundation Service Manager, to understand how to select your components.

Component Maturity — once you have selected your components the next stage is to start making preparations for implementation. One of the first steps is to identify the desired maturity level for your components.

Component Priorities — once we have our maturity levels established we will discuss how to prioritise the order in which to implement the processes and the tools needed to support them.

Gap Analysis — if we have performed all of the previous activities we are now ready to perform Gap Analysis on components that already exist, e.g. if you already have Incident Management you would need to assess the current maturity of your Incident Management and compare this with the target maturity level and the difference represents the Gap which is the work that you would need to perform to successfully implement Incident Management.

Master Action Plan — finally we will tie everything together with a Master Action Plan to quantify the lessons learnt here and also to ensure that you will be able to implement your own personalized version of ITIL®, using the Tivoli tools discussed in the workshop.