Welcome Service Desk &

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18 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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Welcome Service Desk &
Deskside Support Professionals

Thank you to Macerich for providing the location and to
Numara Software for sponsoring this session!

Today’s Topic: “Discuss creative ways within your organization

to foster teamwork between Service Desk & Deskside Support”

Agenda


Agenda:


11:30 to 11:45: Lunch & Chapter Updates


11:45: Round Table Discussion lead by Linda Fields, VP of Special Events


12:45: Ralph Devlin, VP of Communications will give a tour of Macerich Data
Center, Service Desk/Deskside Support areas

HDI Info :


HDI National Web
-
Site
www.thinkhdi.com


Arizona Web
-
Site
www.azhdi.com


Now on Twitter @azhdi, Facebook “Arizona HDI Group”, Linked in

Call for volunteers: We should be one of the top chapters within HDI!!!


Need Active board members & volunteers!! Strength in numbers.


New Sponsorship Program for 2011
-
2012.


Need “Analyst of the Year” committee members.


Please stop by after or send an e
-
mail to
board@azhdi.com
.




AZHDI Board Update


Open Board Positions. Interested?


VP of Programs (10 Hours Month)


VP of Vendor Management (5
-
10 Hours Month)


VP of Finance (5 Hours Month)


Board@azhdi.com

Contact us if you are interested!



Current Board:


President; Jennifer White, CompuCom:


Jennifer.White@azhdi.com

or (480) 297
-
8016.


Twitter @jenservice1


Vice President of Communications; Ralph Devlin, Macerich



Ralph.Devlin@azhdi.com



Webmaster; Ted Cohen, Central Arizona Project


Ted.Cohen@azhdi.com



Vice President of Special Events Linda Fields, EnSynch


Linda.fields@azhdi.com


Vice President of Membership; Bruce Gleaton,
Bruce.Gleaton@azhdi.com




Numara Discussion


What are the best practices used to facilitate the hand off of a ticket between the
service desk &

desk
-
side support?


What key information is required to properly hand off the case between service
desk and desk
-
side support?


What level of detail is required?


IT organizations can save an estimated 20 to 30% of the total asset lifecycle
management costs of their PCs by integrating PCLM/ITAM processes and
technologies with IT service desk tools and incident and problem management”


Gartner, “Integration Points Between PC Asset Management and the IT Service
Desk Report”, August 2009


In the last few years, Enterprise Management Associates (EMA ) has championed
asset management strategies that adopt a more service
-
oriented versus
component
-
oriented perspective. The combination of Numara Asset Management
Platform with Numara FootPrints is a striking step forward in addressing this
requirement

both in its simplicity, as well as its elegance and extensibility.”

Enterprise Management Associates, “Numara Software Delivers Powerful New Asset
Management Capabilities to Complement its Service Desk Portfolio”, September
2009


AZHDI Meeting Update

3
rd

Quarter Event:


Save the Date: July XXX is Summer networking event.


We can do a Diamondback event, but need sponsor & active committee
members to make it happen
!


Costs: Free to Members. Non
-
Members $40.00.

4
th

Quarter Event: Analyst of the Year:
Planned for Q 4 2011.


Costs: Free to Members. Non
-
Members TBD.

** May squeeze in a fall networking event. Look on linked
in/twitter/facebook and
www.azhdi.com

for updates.

Other:


HDI Connections:

Past meeting presentations, articles or links you
would like to share. Tab located on
www.azhdi.com
. You can request a
login ID to be added to the e
-
mail list .


2011 Survey Results are out for Service Desk & Desktop Support go to
www.thinkhdi.com




Service Desk Survey

“Highlights”



Phone and e
-
mail remain, by
far, the most utilized
channels of support,
followed by walk
-
ups


also
most expensive




Chat use seems to be on the
rise in the industry, but 2010
is the first year it is offered
by as many support centers
as fax.



Social media added to the list
in 2010 with 5% using and
3% measuring



0
10
20
30
40
50
60
70
80
90
100
2010
2009
2008
2007
% Receiving incidents through each
channel

Phone
E-mail
Walkup
Web
Request
Auto-
logging
Self-help
Chat
Fax
Social
media
Desktop Support Survey


“Highlights”


578 Survey Responses


30+ industries


Customer base <200 to
>20,000 worldwide


Sections:


Staffing, Salaries, and
Organizational
Structure


Technology and
Remote Support


Processes


Metrics


Measurement of Desktop

support incidents &

service requests

% of Desktop tickets that

could have been resolved

by support center

IT Video

Round Table Session

Facilitated by Linda Fields

Today’s Topic: “Discuss creative ways within your organization

to foster teamwork between Service Desk & Deskside Support”



Which KPI is most important "First Call Resolution" or "Customer
Satisfaction"


What are the best practices used to facilitate hand off of the ticket
between service desk &

deskside support?


What is the escalation process? And how long do you wait before
escalation?


What key information is required to properly hand off the case
between service desk and deskside support?


What level of detail is
required?


Open Discussion

About Macerich

Macerich® (NYSE: MAC) aligns exceptional retail properties in attractive U.S.
markets with the business goals of the nation's retailers and the shopping
preferences of local consumers. The company is one of the country’s leading
owners, operators and developers of major retail properties.


Total gross leasable area is 74 million square feet in 71 regional malls.


Macerich has been headquartered in Santa Monica for more than 30 years.
With its significant acquisitions of Westcor in 2002 and Wilmorite in 2004,
Macerich gained a definitive national footprint and added high
-
performing
properties and a roster of new opportunities for its retail partners.











About Us


IT Department


Has 80 employees spread between SM and PHX


Helpdesk


Serves:


4 corporate offices


71 regional malls


Over 2500 employees


7 Technicians


2 in SM


5 in PHX


Macerich Infrastructure

DATACENTER


DEV/TEST/PROD


243 Servers


190 are virtual


Running on 14 physical boxes


36 virtual XP workstations running on same VMware ESX Clusters


83% virtualized throughout all environments


2 10 ton CRAC Units


80KVA UPS


150KW Generator


We have rack level temperature and humidity sensors and meter
individual server power consumption


Netapp storage for everything, we have about 140TB of storage (not data)
in the Phx data center