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Queen Mary University of LondonCertification Audit

Lead Auditor: Barclay Rae

19th December 2018

www.servicedeskinstitute.com

To inspire service desks to be brilliant

Shine: by demonstrating and delivering exceptional business value

Embrace: best practice to raise the quality of service delivery

Engage: with customers to create an inspiring and engaging service experience

Invest: in and empower their teams to be inspired, take action and be better

SDI Mission


• Is the focal point for the delivery of IT services - and is supported by other back office and support groups

• Is regarded and actively supported by management as a valuable asset

• Has very high levels of customer advocacy and satisfaction ratings

• Is seen as an aspirational / positive place to work

• Has a structured consistent approach

• Measures itself to constantly improve service quality

A Brilliant Service Desk?

2

• Not joined up to the organisation they work for – IT and business

• Focussed on incident processing rather than customer experience

• Over-focussed on SLAs and KPIs – or the wrong ones

• Offering single approach for all

• Is not in control of its performance levels, motivation, morale

• Not embracing new technologies and ways of working

Service Desks falling behind…

3

Certification – the model

INTERVIEWS

ENABLERS RESULTS

People

&

Management

Policy

&

Strategy

Partnerships

&

Resources

People

Satisfaction

Results

Customer

Satisfaction

Results

Social

Responsibility

Results

LEADERSHIP

PROCESSES

&

PROCEDURES

KEY

PERFORMANCE

RESULTS

INNOVATION & LEARNING

The Maturity Model

Must achieve a minimum score of 2.3 for each concept

2 x 4* + 5* Consultative review

3.75 – 4.0

3.1 – 3.74

2.5 – 3.0

0.5 – 2.4


The Programme

Assessment Group Interviews

Consensus Agreement

Certification AuditGroup + Individual Interviews

Objective Evidence

Surveillance Audit Group + Individual Interviews

Objective Evidence + Improvement


Observations

• Generally positive across most areas…

• A lot of improvement activity

• Processes, reporting, policy, people, feedback mechanisms, vision/mission

• Positive programmes/initiatives JTSE, SL, etc

• Good/developing BRM focus

• Good team and people – positive atmosphere

• Generally good customer feedback – acknowledging improvements


Observations

• PO closing activity – impacts on IT / Service Desk services

• Service Catalogue / SLM to develop

• Need to continue to grow use of self-service

• Some feedback on ‘black hole’- may be legacy

• Toolset – functional, needs development/change for digital development

• Need more awareness of new models Agile/DevOps

• Continue to develop metrics, reporting and value demonstration


Preliminary Results: Queen Mary University IT

2.752.57

2.94

2.46

3.02 3.05

2.79

2.46

3.60

0.00

1.00

2.00

3.00

4.00

M

A

T

U

R

I

T

Y

2.3


Concept SDA Audit

Leadership 2.33 2.75

Policy & Strategy 1.78 2.57

People Management 2.33 2.94

Resources 2.12 2.46

Processes & Procedures 1.45 3.02

Managing Employee Satisfaction 2.65 3.05

Managing the Customer Experience 0.71 2.79

MI & Performance Results 1.1 2.46

Social Responsibility 3.4 3.60

Preliminary Results:


1.68 2.78

Queen Mary University of London ITS Certification AuditProvisional

Your Certification rating is 2-star

SDI are delighted to certify Queen Mary University of London IT Service Desk as a 2-star (Proactive) certified desk

Summary


Recommendations

• Continue to develop quality and maturity – Shift left, JTSE,teambuilding

• Try to remove non IT tasks

• Focus on data and service catalogue requirements fornew/upgraded ITSM toolset

• Potential to achieve 3 star - Customer-led – certification in 2019


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