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ITSM @ QUTPatrick GordonSenior Business Systems Analyst@p gordGoSoapBoxLink:https://app.gosoapbox.com

About me 2009-2012 – IT Helpdesk 2012 – Built self-serviceportal 2013 – Project Officer forITSM project 2014 – Request fulfilmentprocess manager 2015 – Senior BAGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

About QUT40,000 students8,000 staff600 IT Staff in 50 teams264,000 users in ITSM toolGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

QUT @ end of 2012ITSM ToolMixed Sreq Inc.GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15Lack of Visibility CSIChange MgmtPoor SSConfig Mgmt.Problem Mgmt.Knowledge Mgmt.

The Review Consider upgrading ITSM Tool. Consolidatepretenders Improve self-service & service expectations Improve customer feedback opportunities Improve reporting capability Standardise training, use of tool, andprocessesGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

The Project Began January 2013 19th December Go-Live Key Focuses–––––Incident, request fulfilment, and problemSelf-serviceOut-of-the-boxDocumenting processesTraining and communicationGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

ChallengesLots of stakeholdersTime constraintsManaging expectationsGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

BenefitsBetter client experienceUp-to-date toolBetter process integrationMeet review recommendationsGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

SS StatsIncident by Source 2015Email9%Phone71%SReq by Source 2015Email17%Self Service46%Other1%Self Service11%Other9%PhoneEmailGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15Self ServiceOtherPhone36%PhoneSelf ServiceEmailOther

SS Stats Continued % BreakdownSS%ofofInteractionsInteractions(Inc(Inc SReq)Sreq) by .59%6.22%6.14%20122013Email0.00%GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm1512.88%10.43%201220132014Self Service2015Phone20142015

Incident Categorisation Old system had around 700 possiblecombinations New system has less than 100GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

Post-project initiativesChange mgmt.Knowledge mgmt.ReportingConfig mgmt.UpgradesSurveysProcess workshopsPhone systemEnhancements

Lessons LearnedGoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

Lesson Learned #1Providing self-service is onething. Providing good selfservice, is another.GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

Lesson Learned #2When something doesn’twork try to avoid extremes.GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

Lesson Learned #3Enthusiasm and momentumget stuff done.GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

Lesson Learned #4Out-of-the-box sounds good onpaper.But do you need OOTB or justmore sensible choices incustomisation / configuration?

Thanks!GoSoapBoxLink: https://app.gosoapbox.comAccess code: sm15

ITSM Tool Lack of Visibility CSI Poor SS Problem Mgmt. Mixed Sreq Inc. Change Mgmt Config Mgmt. Knowledge Mgmt. . Improve reporting capability Standardise training, use of tool, and processes GoSoapBox Link: https://app.gosoapbox.com Access code: sm15 . The Project Began January 2013 19th December Go .