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Dimension Data Services Wiki

Dimension Data Services Wiki. 8 February 2011. Agenda. Introduction Background where this started The Rules The Approach Phases and Versions Limitations Workarounds Next Steps Q & A. Introductions. Introductions Acknowledgements Project Core Team

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Dimension Data Services Wiki

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  1. Dimension DataServices Wiki 8 February 2011

  2. Agenda • Introduction • Background where this started • The Rules • The Approach • Phases and Versions • Limitations • Workarounds • Next Steps • Q & A

  3. Introductions • Introductions • Acknowledgements • Project Core Team • Tammy Macedo – Process Development • Victor Brown – Content Development • Louise Michelson – Site Development • Global and Regional Business • Numerous Project team members

  4. Background where this started

  5. Background – Why? • Service Desk system & tool change • Global requirement • Information system for Client facing environment • Improvements & Standardisation • Operational and Framework aligned • Centralised update, decentralised usage

  6. Background – The Findings • Federated process usage • Autonomy in business • Distributed documents and approval structures • Pockets of excellence • Ten Lines of Business across RSA regions • Africa interdependence and optimisation • No single or central process owner

  7. Background Project to • Change Service Desk system • Increase in process compliance • Increase OLA & SLA times - (MTTr and MTTR) • Increase Client satisfaction • All Lines of Business in scope to be 80% aligned to the published processes

  8. Why do we need this? We’re know what we are doing! We’re specialists at what we do! We’ve done pretty well so far! So why do we need this? The key is not JUST being good at what we do also ensure that we achieve the right end results BUT

  9. The Rules and our Approach

  10. The Rules • Standardise but allow flexibility • Global & Regional flexibility a disadvantage? • Retain ownership • Locus of control • Ease of Use • Used across all business areas • Don’t reinvent the wheel • The Sinatra Syndrome

  11. Our Approach • Gather ALL info • Archaeology 101 = Dig! • Internal Marketing and get Stakeholders • Locus of Influence and Control • Peace pipes • Collaborate • With everyone

  12. Collaboration Areas LoB Service Desks Global Service Centre Engineers / Team Leads Client Experience Ongoing Collaboration DD Processes Global / MEA Business Rules ITIL V3 MOF

  13. Phases and Versions • Multiple Iterations • Everyone spitting in the pot • Bottoms up! • Walk a mile in your shoes • SUAL • Shut up and listen – To Everyone

  14. Our Systems

  15. Ways@Work • Ways@Work • De facto standard for all DD Process mapping • Process depicted down to 2 levels of Activity • Documents linked to Activity Blocks

  16. Ways@Work – Process Overview

  17. Services – Landing Page

  18. Services Wiki – Landing Page

  19. Services Wiki – Procedures and WI docs

  20. Services Wiki – Article layout

  21. Services Wiki – FAQ Layout

  22. Limitations and Workarounds

  23. Wiki Limitations and Workarounds • Limitations • Screen layouts and formatting – poor editor • Image handling - No “Cut and Paste” in articles • Hyperlinks & Tables of Content in Documents • Workarounds • Adapt and format externally • Upload images via a Discussion group then “Cut and Paste” • Remove hyperlinks unless unavoidable

  24. Q & A Questions???

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