Leveraging Data to Transform the Enterprise IT Helpdesk
This past month, over 20 individuals from UCR ITS attended the annual University of California Computing Services Conference (UCCSC) held at UC Davis. For three days, our staff was able to network with other UC campus IT professionals to not only discuss current projects and problems facing the information technology industry as a system but also to make long term connections. ITS was able to showcase our accomplishments with presentations from the Enterprise Infrastructure and UCPath teams, as well as CIO Gianforte's participation on multiple panels.
Our BearHelp team particularly made an impression - presenting to a full room on how leveraging data has transformed our enterprise IT helpdesk. “Using data was a really large part of how we planned to redesign the helpdesk but the priority and emphasis was on just listening to the customer,” says Director of Campus Support & Assessment, Sam Robbin. He continued, “Instead of concentrating on how IT can be better we needed to concentrate on how we can enable our customers to reach their goals and meet their needs, whether it included traditional IT or not.”
With IT rationalization efforts across campus came multiple ticketing systems, lack of usable metrics, and, just as concerning, varying mindsets amongst the staff. Robbin mentioned that while the ITIL Framework and Lean Thinking could help identify and eliminate waste and allow for continuous improvement, BearHelp needed to first identify their purpose. “It all came down to us being a partner with campus users and not just a service – we’re here to help and collaborate, and when we believed that we could make a positive impact we really did.” That mindset soon clicked across the division and with it came accountability and ownership, collaboration on process improvements, and the overwhelming realization of the need for new analysis tools.
Empowered by the Leadership Team, ITS implemented a singular ticketing instance for the entire organization. ServiceLink brings the capability for a self-help documentation repository, full campus integration, incident/problem resolution, as well as encourages communication and collaboration through an organizational Change Management process. This singular approach has elevated ITS’s support division to another level with hourly/daily/weekly reports, ticket aging measurements, customizable dashboards, targeted post-resolution survey triggers, and strategic quarterly and annual campus assessments. “We’re able to collect tangible data to measure and guide our service plan - BearHelp is the Enterprise Level IT Support Tier we were striving for, and now we have the numbers to prove it.”