How to increase quality of work of service Service Desk? Itella success story

Cooperation of ICL Services with one of leaders of the logistic market of Russia — Itella company — began in 2011. After a while at the customer significant structural changes in management of IT services were initiated to correspond to quickly changing situation in the market. The client needed to reduce costs, however the number of the incidents coming to a support service grew. Complaints to quality of interaction of users with service Service Desk also increased.

As a result the low level of customer satisfaction — C-SAT (5 of 10), according to data of regular poll of IT heads of the client became a result.

What to do?

Experts of ICL Services company together with a team of IT heads of the client set the object — to regain control over situation and to correct work of service so that to increase satisfaction of users.

For a start the analysis of expectations of business and requirements of the customer was carried out, key problem zones for development are defined:

• large total quantity of addresses from users;
• high load on 2 and 3 support lines;
• registration procedures of addresses, difficult for users;
• quality of work of certain agents of Service Desk.

According to them in structure of control instruction and the Service Desk command necessary replacements were made and also the role of the controller for permanent monitoring of a situation and coordination of actions of a command appeared. For the purpose of control of results in addition to SLA by experts of ICL Services introduce the balanced scorecard on the key interesting areas. The dynamic purposes on indicators are entered.

Assigned tasks

Experts of Service Desk began work in several directions at once:

1. They implemented techniques of permanent improvement and lean production (LEAN), including regular short meetings with a command, a regular trend analysis of the arriving addresses.

2. The knowledge base for quick search of relevant materials for the solution of standard requests was restructured.

3. Service Desk was included in processes of Problem Management and Change Management for participation in identification of problems, assessment and planning of changes, communications of users.

4. Pro-active works on prevention and decrease in number of repeated identical addresses of users, mass calls at considerable incidents began and also on increase in a share of the incidents solved by service Service Desk.

The achieved results

As a result of successfully solved tasks the C-SAT level was increased up to 7 on a 10-mark scale. Experience of project implementation showed that the Itella company in Russia successfully supports and develops own IT direction. It provides a productive management structure in the company and promotes comfortable and smooth operation, due to competently organized support of IT systems.

2015: Project Tasks

On April 10, 2015 the ICL Services company announced ^[1] the project of outsourcing IT support of the Russian division of the international logistic company Itella].

Main goal of the project - service of IT of infrastructure of Itella company, as a part of which:

• monitoring of infrastructure;
• operational and engineering support of servers, databases, storage systems and also virtual infrastructure
• support of end users on the first line (Service Desk)
• support, configuration and completion of information systems of the class WMS.

Office Itella, 2012

Project Progress

The ICL Services command provided permanent functioning of components of infrastructure of the customer, executing as planned works on infrastructure maintenance, so quickly eliminating the arisen deviations. Within the project the works directed to stability augmentation of work of information systems are performed.

The project provided service of Service Desk in mode 24×7 in two languages (Russian, English). As a part of service the first support line, within which:

• call acceptance,
• processing and solution of incidents and service requests.

Effective processes of Incident Management and accomplishment of service requests, practice of lean production (Lean) were used.

During providing service by specialists of ICL Services several projects are made:

• design and implementation of Oracle of a cluster on the Red Hat platform in data center
• design and implementation of MS SQL of a cluster in data center
• implementation of Grid Control-solution covering infrastructure of Oracle of the customer.

The team of specialists implemented the solutions performing monitoring of Wintel and Unix servers in the conditions of lack of a single system of monitoring in Itella infrastructure. Besides, experts of ICL Services managed to build the process approach in change management and to optimize interaction between the commands involved in providing services for Itella.

The used products and technologies

• Windows Server OS 2003/2008 r2
• AIX 5.3 Linux RHEL /4, 5/6, CentOS 6

ESXi 4 (VMWare VSphere 4)

• MS SQL 2005/2008 r2
• Oracle 9i/10g/11g
• DWH: NetApp/ HP
• NetApp FAS3240, P2000 G3 FC, MSA2012FC, MSA2324FC
• DFM-server (ver 4.x), SnapManager for MSSQL
• NetApp VSC for VMware vSphere v4.1

Project Results

As a result of cooperation with ICL Services the Itella company received service according to the agreement on the level of provision of services (SLA).

• The command provides management of the provided services for quality control, performs monitoring of implementation of the set quality parameters, provides continuous improvement of services.

• The average time of classification and routing of addresses decreased from 7 to 30 o'clock minutes

• Service Desk working in mode 24х7 completely closes 35% of all addresses on the first line.

• The average number of incidents in a month since 2011 decreased from 147 to 42.

• The average number of service requests – with 265 to 56.

The Itella company made the decision on further independent support of a part of processes, being based on services of ICL Services in the Service Desk directions and infrastructure maintenance.

2016: Project Development

On October 10, 2016 the ICL Services company announced development of the project of outsourcing support of Itella company.

Project objective - service of IT infrastructure of Itella company:

• support of end users on the first line (Service Desk);
• support of storage systems of the company in DPC;
• support, configuration and completion of information systems of the class WMS.

Logistic Itella terminal, (2014)

Solution

• The project provides service Desk Service in mode 24×7 in two languages (Russian, English).
• Service includes the first support line within which call acceptance, processing and the solution of incidents and service requests was performed. Processes of Incident Management and accomplishment of service requests, practice of lean production (Lean) are used.
• Within service project works according to the analysis of IT processes according to techniques of ITIL and development of the processes specific to the company are rendered.
• Competences ICL Services are used for rendering service "Support and systems management of data storage" - for technical support of SAN and infrastructure of data storage.
• Using service "A maintenance and support of applications" specialists of ICL Services solve problems of development of the reporting for the WMS systems, etc.

The provided services

• Support and service of storage systems
• ServiceDesk and call center
• maintenance and support of applications
  • small development for the WMS systems

In the course of rendering services ICL Services helped:

• support Itella services in the conditions of change of processes and infrastructure of the company;
• reduce total ownership cost IT infrastructure due to effective use of resources;
• provide support of service model of rendering IT services upon transition to new standards of rendering internal IT services.

The used products and technologies:

• ITSM tools: Service Now
• DWH: NetApp
• * NetApp FAS3240, P2000 G3 FC, MSA2012FC, MSA2324FC
• * NetApp VSC for VMware vSphere v4.1
• WMS PSI
• Crystal Report
• Bar tender
• PL/SQL Developer

As a result of cooperation with ICL Services the Itella company received service according to the agreement on the level of provision of services (SLA).

Average time of classification and routing of addresses no more than 15 minutes. Service Desk works in mode 24х7, closes 22% of all addresses on the first line.

Notes

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