Let me start with some honesty. I hate calling call centres. Every time I call I seem to loose a little bit of the will to live especially when they try and all call themselves all manner of different names, my recent favourite was ‘a customer experience agent’, when all I get is passed around, all telling me someone else should be dealing with my call or they will check and give me a call back, if I had a pound every time I was told that. A customer experience centre is still a bad call centre if I still get passed around and nobody really knows what to say or do.
I have just moved house and needed to register with British Gas (UK Gas and Electric utility company), I needed to do four things on the call:
– Give them all the details, name, address, occupation etc
– Set up a direct debit/giro so every month the right amount for the bill would be taken out of my account automatically.
– Register to add points to my nectar card, its a UK points card where I can get money off my supermarket shop
– Register for Hive, an awesome new system where I can control my heating from my phone/tablet/computer and hive knows when I am coming home and leaving and switches on or off my heating accordingly.
Hmmm, so not too much that could go wrong. Immediately the person who picked up the call and heard what I wanted, paused, stuttered and said she needed to put me through to someone else. Already I am loosing the will, getting a little frustrated that I want to give them money but they are making it so hard, maybe a little harsh, but this has normally how it starts and only gets worse.
Then another lady picked up the phone and she nailed it, names and address…done, direct debit….done, nectar card points…done, hive…errr, never done one of these before, hold while she asked someone how to do it (this is not a problem, it is a new system so I thought I was probably a first), then bang I have an engineer coming out the following week.
Sill with me, wondering what this has to do with fish and ITIL. Well, recently I saw on a forum the title ‘How to change a help desk into a Service Desk’, the person had been tasked with changing a help desk into a service desk because that is what ITIL says and you can’t be ITIL compliant with out it. I thought, that is like calling a call centre agent a customer experience agent, a name doesn’t change a thing, it is what you do to change the perception of the customer that the team has changed.
People should ask ‘How do I change my IT organisation into an ITIL IT organisation?’ rather then changing team names and think you are done.
I have worked in many support environments, all called many different names and some supposedly within an ITIL framework. However, I would say all were a help desk once you took away the nice names. A help desk to me, was and is, a team which takes all the calls about anything, tries to fix anything and if they can not then they have to beg, and plead, with other support teams to help them as there are no support agreements internally to get assistance. If the Help Desk can not get help then they hold onto the ticket and try over a few days to resolve it. The customer thinks the help desk is a little hit and miss, one customer even once said ‘why don’t you just call yourself, desk, instead of help desk.’
How does this differ to a Service Desk? This really is a trick question as if the organisation hasn’t changed to ITIL then the Service Desk is still just a Help Desk with a new name.
Please read my earlier blog posts to get an idea of what ITIL is about :
If the IT organisation wants to be an ITIL organisation, they should :
Have a catalogue showing the business what services are supported and the service desk knowing how these services are supported.
The services should be backed up with a configuration database, showing how these services are configured. the aim here is to give support engineers access to the latest configuration of the service with all the components to make troubleshooting easier so the service is resumed quickly. This is not an exercise in creating a database and ticking a box, it has to be usable and up-to-date. How the information should be presented should be after speaking to the stakeholder who will use this information. The database is a read and write database not a write database that nobody reads.
OLA’s should be written to show internal IT organisation resolution times for services, what is included and who can be involved in these fix times and how changes to these services should be implemented. If it comes in a 30 page document, ask yourself, if you were the engineer who just got a call saying nobody can access their e-mails, could you:
Would you know where then OLA is held?
How should the support teams escalate the incident?
Find out who should be on a bridge call to help fix it?
Use the configuration database to troubleshoot?
What support agreements with 3rd parties are in place?
What and who should communicate to the business the issue?
If an emergency change or a normal change needs to be implemented, how and who should do this?
All while users are screaming at you to fix it, if you feel you can’t, fix the documentation to make it easier. One suggestion would be to create a share point dashboard from the 30 page OLA document which support engineers can look to for easy reference.
After the OLA is created, SLA’s can be written which the business then knows how long an incident, request or outages should take to complete.
So, now the IT organisation knows :
What services are supported
How the services are configured
How the services are supported
Next, how does the business tell you they want something or something is broken. This is done through requests and incidents. The Service Desk should categorise the requests / incidents and add a priority to them. The priority comes from the OLA. When the service is restored to normal the incident is closed.
Overview of requests, incidents, problems : https://itilbegood.com/2014/07/28/requests-incidents-problems-and-known-errors-in-a-nutshell/
If an incident can’t be resolved definitively so a work around can only be used or an incident has been closed but the root cause could not be found. Open a problem, this can be worked on by an individual or a team of people to find the root cause and find the fix for the incident.
Though, ITIL is all about constant improvement there should be some sort of incident and problem management to analyse the incidents and problems to see if these can be reduced or done better through additional training or better procedures.
If you want to make a change to the service, a group of people (defined in the OLA) should assess the change in a regular meeting for proposed work, impact, back out plan, timings (is this within a change window defined in the OLA) and if the business needs to be aware, either by the business being in the same change meeting or a business communication, or both. This should minimise the impact to the business for any changes to services.
Finally, make sure there are some reports showing the business how IT is doing and the value provided. Maybe a report showing the number of changes (successful / unsuccessful), incidents (closure rate/time, categories), problems (types, closure rate, resolutions), SLA (within SLA and if not, what steps have been taken to rectify this)
Now the IT organisation knows :
How to log incidents and requests.
How to investigate incidents in more depth.
How to improve / spot trends with the incidents and problems process.
Make changes to services in a controlled way.
Finally, the IT organisation should put in place some method of improvement. Can areas of IT be improved to provide better service or value to the business?
If the IT organisation can provide these support structures to help the Service Desk, without them, the Service Desk is a Help desk still
Thankyou for reading my post. This is my opportunity to blog about a subject I love but am still learning. These posts are my way of showing how I understand the subject, however, I would encourage you to leave comments, did you agree / disagree with the post? Did I not explain something well enough or incorrectly? Do you want me to blog about another subject within ITIL? All feedback helps me to understand more. Thankyou.