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IS Service Desk Performance and Gemini Access

IS Service Desk Performance and Gemini Access. Transmission Workgroup, 5 April 2012. Contents. Performance of IS Service Desk Gemini Access. IS Service Desk Performance Issues. Service provider changed to HP on 14 March 2012 Settling in issues: Reduced service experienced, affecting:

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IS Service Desk Performance and Gemini Access

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  1. IS Service Desk Performance andGemini Access Transmission Workgroup, 5 April 2012

  2. Contents • Performance of IS Service Desk • Gemini Access

  3. IS Service Desk Performance Issues • Service provider changed to HP on 14 March 2012 • Settling in issues: • Reduced service experienced, affecting: • Gemini account requests • Password changes • We recognise that performance has not been up to standard and are taking steps to address this

  4. Immediate actions • We are taking the following steps: • Peak time additional call agent support • Extra training for call agents • More supervisors available to assist call agents We are also discussing with xoserve whether a 10-days service for account creation is appropriate

  5. Gemini Access • On 29 March an account was established for EDF Trading: • Testing by EDF Trading discovered that they could see other portfolios (more on the next slide) • EDF Trading reported this immediately to National Grid’s IS Service Manager • EDF Trading’s account was corrected as quickly as possible

  6. Portfolios Affected • Gemini transaction logs indicated that EDF Trading had accessed the screens of three other users over a very short period of time • All affected users were informed of the situation on 30 March

  7. Further checks • Subsequent investigations confirmed: • All other account transactions since 14 March were correct • No non-National Grid/xoserve people have the pan-portfolio view

  8. Conclusions • National Grid and xoserve regret the poor service currently being received by the community • Please be assured that we are giving this urgent senior level attention • National Grid IS have reviewed and changed the support arrangements for Gemini to prevent this happening again • Recent indications are that there have been some improvements to service centre performance, but please feed back your concerns via your usual contacts at xoserve

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