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Does 7 go into 1

Does 7 go into 1. Elaine Cross . Service Desk Celebration. The Curtin IT Services Service Desk officially opened 30 th November 2009. Happy Anniversary. The SD Team. Why did we do it?.

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Does 7 go into 1

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  1. Does 7 go into 1 Elaine Cross

  2. Service Desk Celebration The Curtin IT Services Service Desk officially opened 30th November 2009. Happy Anniversary The SD Team

  3. Why did we do it? • Curtin University has attained tangible Strategic Benefits from implementing a single IT Service Desk

  4. De-Duplicated Effort

  5. Consistent User Experience Dial 1111 Dial 2222 Dial 3333 Dial 4444 8:00AM – 5:00PM8:30AM – 5:30PM 8:30AM – 4:30PM ? ? ? ? ? Call queue / overflow Voicemail Engaged; try again Full AV support Limited AV support Full wireless support Limited wireless support

  6. Consistent User Experience 7:00AM – 9:00PM(during semester) Intelligent call queuing Full AV support One stop shop Dial 9-000 Full wireless support

  7. Foundation for Transformation CAPABILITY Platform to allow Focus on Delivering Value with ICT TECHNOLOGY

  8. What did the Project delivered? • Curtin University has a single Point of Contact for ALL IT and AV Services

  9. Combined 7 Helpdesks into 1 Call ONE number Anand ! Status Service offerings Web form FAQ

  10. Centrally Located Service Desk

  11. How did we do it? • Developed Strategies to get People On-board, with a Solutions Focus

  12. How did we do it? Clients Provided solutions Critical links ! FacIT Mgr Project IT Staff Minimum standards required + Location, Determination, and Marketing!

  13. Where to from here? Expand knowledge-base Broaden contribution Increase technical competence Next gen collaboration tools Social media Automate Client experience focus

  14. Questions

  15. 7 goes into 1: Why, What, How • The Single Service Desk has delivered tangible strategic benefits to Curtin • Curtin University has a single point of contact for ALL IT and AV services • We developed strategies that got key people on-board with a solutions focus

  16. Thank you • Elaine Cross • Director, Client Services • e.cross@curtin.edu.au

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