Home > ITIL the Elephant in the room > Oh, the Coffee Machine is a fertile location

Oh, the Coffee Machine is a fertile location

Today’s discussion was centered around the results of a report recently run by our head of operations.

Over the past 2 years we have transformed our Service Desk. Significant investment has been made in a new platform to replace a multitude of legacy platforms (I’m sure you recognise the kind of thing, several Remedy, HP and other custom or proprietary tools replaced by a single unified tool with a unified model).

The report is quite insightful. One of the business cases for the new system was that we would have a process that allowed our end-users and customers to create their own tickets, so that no longer would we have the “Excel Batch Trouble Ticket Update” at the end of the week from various departments.

We used to have a situation where end users in their respective LOB would bi-pass the Service Desk and simply walk up to their local support staff and ‘command’ assistance. That person would then (feeling the need to react – unempowered due to their rank or perhaps feeling more allegiance to their LOB than the Corporate Beast (frankly, I think just keen to be seen to do the right thing for their customers as quickly as they can) would then also bi-pass the trouble ticket system, attempt to resolve the problem and if they were unable to resolve the problem, they would engage experts across the IT business directly to resolve the issue. At the end of the week, the individual who had been initially ‘called for help’ by the end-user would upload an excel file with the jobs they had performed and the estimated duration which would create retrospective trouble tickets in our system. Of course, these were never accurate, had missing data and more importantly, gave no indication as to the nature of the problem, the resources engaged etc.

Now although our ‘customers’ were unhappy to have impact, the fact that they had a body to shout at who would react for them was a confidence booster and we did get a lot of flak when we proposed changing the process for them to an online system. (The reality was that around 80% [!] of all major end-user incidents were

So, with our new “self serve” system having been in place for around 6 months, we were interested to understand the resource impact.

Guess what, our report shows a near 80% reduction in major end-user reported incidents. How good is that!!! That means at the same time as deploying the new trouble ticketing platform, we’ve significantly improved our underlying end-user service delivery infrastructure to the same extent without any major changes to management technology, infrastructure transformation or processes. Our infrastructure has simply become significantly more reliable magically.

Doesn’t sound right eh!

So, further investigation was required. We no longer have an Excel spreadsheet. The End-users are still contacting IT staff directly and getting them to look into their problems directly (we could name these end-users…we know who they are and where they are although we will not name them because they are [either] senior [and/or] intrinsic profit centres!).

We’ve gotten rid of the Excel spreadsheet so this workload has no way of being captured at all now.

What is striking here is that we have to face it, end-users will find a way around systems and our staff will always try to do the right thing for them. There must be a way to channel this end-user requirement within the technology the end-user is comfortable with. They all have a Blackberry, iPhone or Android. They are all socially enabled.

Our lesson for today is that we need to learn how to think like an end-user and find a bi-pass system which works as well for them as it does for us.

  1. No comments yet.
  1. No trackbacks yet.

Feel motivated to reply?

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: