Information Technology Services
ITS SERVICE DESK
ITS SERVICE DESK
GOALS/ACCOMPLISHMENTS
FY 2013-2014
SUBMITTED BY:
SUZANNE KANE
ASSISTANT DIRECTOR, ITS SERVICE DESK
OVERVIEW: ITS SERVICE DESK GOALS & OBJECTIVES FY 2013 -2014
The ITS Service Desk is FSU’s centralized support for IT Services, such as network connectivity,
login issues, systems access, email and desktop applications. Additionally, the Service Desk
provides general information, support for the FSU ticketing system, the IT work order system,
as well as Directory assistance overflow.
The primary mission of the Service Desk is to represent ITS as the first point of contact for all
customer requests, including phone calls, emails, online chats, walk-ins and resolutions or
service restorations as quickly and efficiently as possible, specifically for the suite of IT
services identified in the ITS service portfolio.
During this next year our primary goal is to focus on enhancing the ITS Service Desk to
improve the support of the service offerings of Information Technology Services. We will also
develop procedures and processes to support our new lines of business, as well as provide
change management support.
GOAL 1:
ENHANCE TIER 2 SUPPORT WITHIN THE ITS SERVICE DESK
Objectives:
1. Resolve a higher percentage of more complex incidents than Tier 1.
2. Provide resolution of incidents which can’t be resolved by Tier 1, with the goal of
reducing the number of incidents routed to Service Providers.
3. Serve as the liaison with ITS and other Service Providers for the resolution of
incidents, training, documentation and process improvement.
4. Implement and use of new troubleshooting tools and techniques.
5. Provide incident support and other technical support.
Accomplishments:
1. Increased the types of Cases/Tickets supported in Tier 2. The following types are now
supported:
a. Email
b. Active Directory (AD)
c. Wireless
d. VPN (some cases)
e. Imaging (in progress)
2. Implemented new tools and techniques for troubleshooting the new services
supported. New tools include, but are not limited to the following:
a. Email - Exchange Management Console
b. AD - AD System and PowerShell
c. Wireless - Wireless Aruba Troubleshooting System
d. VPN - FSU VPN Tool in Secure Apps
3. Increased the number of cases resolved by Tier 2 without having to route to Service
Providers.
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a. Tier 2 has resolved over 500 cases since August, 2013.
(F&A) Strategic Imperatives: 1, 2, 3 and 5
GOAL 2:
PROVIDE SUPPORT FOR NEW LINES OF BUSINESS AND CHANGES TO SERVICES
Objectives:
1. Participate in the development, testing and implementation of new systems,
applications and changes within ITS’s services and offerings, as well as those of other
Provider Groups.
2. Develop processes and procedures to troubleshoot and route incidents.
3. Provide general assistance and information regarding the new products/services.
Accomplishments:
1. Provided support for new products and services, as well as changes to existing
services.
a. Supported the following New Products and Services:
i. Eduroam
ii. Microsoft Office 365 ProPlus
iii. Microsoft SCEP/WSUS Project
iv. CampusEAI Afterhours Support
v. Bomgar (Remote Desktop)
vi. Gartner
vii. Qualtrics (Survey)
viii. URL Shortening
b. Supported changes to the following Products and Services:
i. Parent/Third Party Access (from Legacy to Student Central)
ii. Course Registration (from Legacy to Student Central)
iii. Grades (from Legacy to Student Central)
iv. Financial Aid (from Legacy to Student Central)
v. FSUID Password Reset/Lock
vi. FSUID Password Expiration
vii. Live@edu to Office 365 Migration
viii. Transcripts (from Legacy to Student Central)
ix. Exchange Upgrade over Winter Break
x. FSUID Affiliation Changes
xi. Implementation of New App to Register Gaming Devices/Mac
Addresses
xii. Faculty and Staff Computer Repairs
xiii. FSU Service Center Upgrade
xiv. Blocked Procedures Changes
xv. FSUCash
xvi. Heartbleed Mandatory Password Reset
xvii. Changes to Secure Identity Lookup Tool
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(F&A) Strategic Imperatives: 1, 2, 3 and 5
GOAL 3:
ENHANCE SERVICE DESK SUPPORT
Objectives:
1. Work with Service Providers to demonstrate the value of the Service Desk to the
Service Providers and their customers.
2. Develop and maintain formal procedures for consistency to efficiently and effectively
respond to customer service requests.
3. Implement methodologies to improve first call/first contact resolution, manage
customer perceptions, and build strong internal relationships within the Service Desk
and with Service Providers.
4. Communicate with Customers, Service Providers and other Service Desks/Help Desks via
multiple media methods (email, newsfeeds, listservs, SMS) regarding Service disruptions,
including details about the outage. Once the disruption has been resolved, work with Service
Management and other Service Providers to document the circumstances associated
with the service disruption.
5. Increase collaboration (share information/resources/tools) including FAQ’s and
Knowledgebase information with Service Providers and other University Help Desks.
6. Improve ticket/case routing in collaboration with the Service Management group by
working with the University Help Desks and Service Providers regarding the best
techniques to resolve and/or route tickets between the groups.
Accomplishments:
1. Worked with Service Providers by assisting with their open cases and helping them to
resolve them, as well as providing support for some of them in Tier 2.
2. Developed new procedures to support new products and service, as well as changes to
products and services listed under accomplishments in Goal 2.
3. Increased efficiency of staff and reduced manual processes. Some of these processes
include:
a. Eliminated Customer Satisfaction calls (avg 2 minutes per call - based on
working 235 days, we spent 89.6 hours over past year or approximately 23
minutes per day).
b. Combined closed email with customer satisfaction email sent when a ticket is
closed, cutting the time in half for this task.
c. Moved the entering of Computer Repair Center (CRC) accounts into billing
from Service Desk to CRC.
4. Trained staff to utilize additional tools and techniques which assisted them with
fulfilling job responsibilities. Some of the tools and techniques include:
a. Bomgar Remote Desktop
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b. Attended training to support new products and services, as well as changes to
products and services listed under accomplishments in Goal 2.
c. Attended training on new tools to support Student Central (Student Services
Center and Share My Information/Admin).
d. Attended Affiliations training to support FSUID/Campus Solutions.
5. Communicated with Customers, Service Providers and other University Service
Desks/Help Desks via multiple media methods regarding Service disruptions, including
details about the outage as well as notification upon resolution.
6. Increased collaboration through the sharing of information, resources and tools,
including FAQ’s and Knowledgebase information.
(F&A) Strategic Imperatives: 1, 2, 3 and 5
GOAL 4:
IMPROVE TICKET/CASE MANAGEMENT
Objectives:
1. Establish standard response times for support requests submitted to Tier 1.
2. Work with Service Management to establish standard response and resolution times
for each Service Provider.
3. Escalate cases that have not been responded to, resolved or appear to be updated
within the established turnaround times.
4. Establish procedures to help resolve cases which have either been escalated or there
has been a problem with their resolution.
5. Ensure that Service Providers are aware of cases/tickets statistics and reports.
Accomplishments:
1. Monitored Tier 1 support request response times.
2. Documented case escalation procedures.
3. Increased Service Providers and Service Providers Managers’ awareness of open cases
and cases which do not meet established turnaround times by providing reports which
are posted on our SharePoint Site.
(F&A) Strategic Imperatives: 1, 2, 3 and 5
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REFERENCE RESOURCES (ITS WEBSITE & F&A WEBSITE)
Finance and Administration
Information Technology Services (Click Here for More)
Our Mission: The mission of The Florida State University Information Technology Services
(ITS) is to provide an effective, comprehensive and secure technology infrastructure to deliver
the highest quality and sustainable information and technology services. ITS strives to engage
the University community in support of the University’s mission of teaching, research,
creative endeavors and service.
Our Vision: Information Technology Services will be a prominent strategic partner in
achieving Florida State University’s vision by providing premier information and technology
direction for the University.
ITS Strategic Initiatives: (Click for More)
ITS Core Values:
Excellent Customer
Service
Continuous
Improvement
We take pride in providing a professional service which exceeds the needs of our
customers.
We continuously develop and improve our services in line with our vision, mission &
initiatives.
Communication
We embrace effective and open communication as critical to achieving success.
Respect
We treat each other with respect and appreciate everyone’s strengths and contribution.
Teamwork
We contribute and collaborate effectively within and across our teams.
Finance & Administration (F&A) 2011-2016 Strategic Imperatives (Click Here for More)
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4.
5.
6.
7.
Provide Excellent Customer Service
Pursue Value-Added Business Opportunities
Promote Excellence in Technology Services
Make FSU a Great Place to Work
Optimize Organizational Performance
Achieve Excellence in The Physical Campus Environment
Maintain a Safe and Secure Campus Environment
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