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Information Systems Technology Customer Services (ICS) McGill University

“Looking for IT answers? Browse our Service Catalogue.” Denise Nahas, Kim Huynh, Xolani Ngwenya June, 2008. Information Systems Technology Customer Services (ICS) McGill University. Agenda for today. Our IT Organization Why we needed a service catalogue How we did it Challenges

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Information Systems Technology Customer Services (ICS) McGill University

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  1. “Looking for IT answers? Browse our Service Catalogue.”Denise Nahas, Kim Huynh, Xolani NgwenyaJune, 2008 Information Systems Technology Customer Services (ICS) McGill University CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  2. Agenda for today CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Our IT Organization Why we needed a service catalogue How we did it Challenges Maintenance and the future plans

  3. Who we are McGill’s Information Systems and Technology Customer Services group is known simply as ICS. ICS is the primary and first point of contact for IT help and problem resolution CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  4. Information Technology Services Chief Information Officer CIO Office - CIO Communication - Finance and IT contracts - IT strategies - Human resource management Network and Communications Services Information Systems Resources Information Systems & Technology Customer Services Content and Collaboration Solutions Project Management Office Where ICS fits in the McGill IT structure - Applications - Database administration - Business production - Infrastructure - Telephony - Enterprise systems - Datacentre - Data network and access • - Service desk • - LAN administration • - Training • - Technical writing/ Communication • PC support • - Application Support - Document management - Web services - Graphic and multimedia design - Learning technologies - Major campus IT projects - Methodologies - Metrics and consolidated reporting CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  5. why we needed A Service Catalogue CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  6. What we had Multiple, overlapping web sites with redundant and/or outdated information. A partial listing of services. Had a mandate to create a unified website. First generation of the unified website evolved into a simple reference page. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  7. Where we needed to go One collective IT voice to communicate our services to end-users. One view One model :“one stop shop”. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  8. Service Catalogue • The catalogue needed to meet the following criteria: • Clear defined scope • A portfolio of service categories with details on all relevant and related services. • Efficient & Effective • Speaks the user language; names of services, how to access and how to get help for these services. • Consistent (service description template, standards, styles) • Easily retrievable; • Navigate through groups of service categories and the index of services • Search the Knowledge Base • Trusted sources of information; reliable and available CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  9. Service Description Template • Our service description template in the catalogue consists of the following elements: • Name of the service and description • Who can obtain the service • How to obtain the service • How much it costs to obtain the service • Availability – when and where • FAQs, Best Practices, Training and Documentation • How to get support for the service • Feedback for the service description CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  10. IT Services Page A one-stop shop for all IT services CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  11. What it took and how we did it Design, development AND Implementation CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  12. The conception Obtained buy-in from the CIO and IT Directors to shut down the individual web pages and to move to a unique webpage that will be based on the service catalogue model. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  13. Leadership and vision • ICS Director championed the cause • Laid out the vision of what our service catalogue should entail, how it will be accessed and how it is going to benefit the organization. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  14. Service Catalogue Team • In-house project team formulated in May 2007 • Team comprised of ICS Senior Manager, Technical Lead Developer, 3 Service Desk Consultants and 3 Technical Writers. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  15. The design guidelines Defined services from an end-user perspective. An actionable service catalogue, not just a static listing of services. Capture customer experience feedback to make sure their needs are met. Ensure consistency in the service delivery. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  16. Early stages of development Service catalogue team had to educate themselves on what a service consists of. Researched what other Universities had both in content and presentation. Critiqued various service catalogues to build a suitable model. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  17. Taking inventory Inventoried services housed in different IT web pages, current and outdated. Listed all services in an Excel spreadsheet. Created a template to satisfy our service description structure. Created a standards document with guidelines for content and styles. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  18. Consultations Posted the service list to a Wiki page in a SharePoint site. Identified various service owners for cross-functional involvement. Reviewed and refined the services with the service owners. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  19. The final stages The Web Service Group designed the main IT page. The service catalogue team planned the transition of information from the various IT web pages to the service catalogue. Presented the service offerings and catalogue to a focus group and incorporated their feedback. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  20. Challenges Delays in acquiring information. Service owners have to sign off on the final representation of the services - A MUST. Some services fit in more than one category. Our template changed throughout the course of the project. Maintaining multiple information sources while they co-existed. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  21. Looking into the future Maintenance and the next steps CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  22. Maintaining the content • The Content (Refers to the Categories and the Service Descriptions) • Service owners are responsible for communicating changes. • Technical writers and the Senior Manager decide what constitutes a service and its appropriate categorization. • Capture and analyze feedback in order to evaluate our decisions on the service names and information. • Annual audit of all service descriptions: service owners review and confirm the accuracy of the information.

  23. Maintaining the appearance • Technical writers drive changes by: • Analyzing feedback from users and IT members. • Prototyping suggested changes. • Presenting to the service catalogue team for feedback, implementing changes.

  24. Next Steps… Based on user requests, incrementally add IT services not offered centrally. Continue promoting the www.mcgill.ca/it to the McGill Community. Create views to the catalogue for students and staff through the portal. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  25. To conclude • Placing the service catalogue at the heart of the IT web site and the knowledgebase : • Our ticket tracking system was redesigned to follow the service catalogue categories. • Our Service Level Agreements have been rewritten to point to the catalogue. • It has enhanced the communication and improved the delivery and measurement of the services. • From designing the service to delivering it. CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  26. Questions? CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  27. Download this presentation from our web site at: http://www.mcgill.ca/ics/conferences/canheit-2008 Thank you for attending CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  28. A comparison of IT Services WebPages Same IT Services, different views on separate pages CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  29. A static listing of Services - incomplete Useful but not actionable in this state CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  30. IT Page, its early form CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  31. SharePoint Wiki Page View CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  32. Ticketing System Categories Old classification The new look, aligned to the Service Catalogue CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

  33. New SLA format CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

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