SDC Case Study: NBC Universal, Toby Leaver
•Descargar como PPTX, PDF•
1 recomendación•709 vistas
NBC Universal share their story of achieving Service Desk Certification with SDI
Recomendados
Más contenido relacionado
La actualidad más candente
La actualidad más candente (19)
Destacado
Destacado (18)
Similar a SDC Case Study: NBC Universal, Toby Leaver
Similar a SDC Case Study: NBC Universal, Toby Leaver (20)
Más de Service Desk Institute
Más de Service Desk Institute (19)
Último
Último (20)
SDC Case Study: NBC Universal, Toby Leaver
- 1. NBC Universal International Service Desk – SDI Case Study 3rd November 2016
- 2. Introduction • Me • NBCU • International Service Desk • Initial Assessment • Audit • Surveillance Audit • What Next? • Questions 2
- 3. Who Am I? A (little) bit about me. 3 Toby Leaver IT Service Delivery Manager
- 4. 4
- 5. 5 Owned by Comcast Who Are NBC Universal?
- 6. We are not Domestic Truly International 6
- 7. How we work and what we do Some Facts & Figures 8am - 7pm Monday to Friday 8 members of staff + Lead Failover to Domestic (US) Contact Centre Phones, Email, ticketing & Live Chat (Bomgar) Service Now >60% First Contact Resolution/Fulfilment <1% Reopened Rate ~30,000 Customer interactions / year 7
- 8. June 2014 Initial Assessment 8 • Reasonably immature on process and reporting. • Reflection of the wider IT Service Management function. • Providing a good service, but little in the way of evidence to demonstrate that. • Management and the Service Desk were new to the process and the SDI. • Reactive rating.
- 9. June 2015 Audit 9 • Significant amount of work put in across the standard by all members of the team. • Support from a high level within the IT Service Management organization – this was called out in the audit report. • Some outstanding improvements in some areas; Process & Procedures went from 1.5 to 3.06 while Managing Customer Satisfaction went from 1.36 to 3.57! • 2 Star Rating Received (2.99)
- 10. July 2016 Surveillance Audit 10 • A team effort, but supported by a core of permanent members of staff; of the 8 people on the desk for this years audit only 3 were here for the initial assessment. • Continued support from IT Service Management although some new joiners had to get their heads around SDI... • Big internal focus on reporting. • Awarded a 3 Star rating (3.15)
- 11. What Next? The Future 11 • Awards – Best Small Service Desk • Look for opportunities around how we interact with the global business • Look at leveraging the reporting that we now have in place • Internal & External satisfaction needs to be a focus • Action plans and CSIs for 2017 • Service Desk relocating early 2017 • Aim for a Business Led rating…
- 12. 12 Questions?