ITSC Newsletter June

About this Newsletter The voice of the team The importance of the SM Role The Service Desk Newsletter was created with the purpose of sharing important information with the team ,updating you on the initiatives we are working on, the team's performance and Service Desk recognizing our colleges who are doing an amazing job , as well as sharing experience and tips. Operational Efficiency Remarks and feedback We hope you enjoy it and if you have any ideas of important topics to add in the next month's edition please get in touch . Top Performers Who is going above and beyond? -Service Desk Team- Major Accomplishments -The SM Role- Do you like helping others? Are you a good listener? Do you want to be in a Spotlight? Can you influence with authority? Are you comfortable with uncertainty? Can you handle conflict? Are you technical enough? If you answered 5 yes, then you have the qualities of a Scrum Master in you. SM is like a captain of a team. The role involves: Clearing obstacles for the team in their day to day operation. Establishing an environment where the team can be effective. In the event of a major incident, collate all information coming from floor and help duty manager with details of what impact is being reported. Updating the team on ongoing issues and planned activities for the shift. Keeping channels of communication open between all teams on the floor by introducing themselves to those on shift and acting as SPOC from ITSC for other teams to communicate things to ITSC. Conducting Scrum meetings at the beginning and at the end of the shift. It gives you an opportunity to explore and improve your leadership, communication and collaboration skills. I would encourage each one of you to take SM role when you get the opportunity as it will only enhance your skill set. If you need a helping hand in knowing how to perform the role, we can always guide you and help you enhance your skills.

Cust. Satisfaction 211 incidents had come for dissatisfied surveys Incident Resolution As a team we consistently achieve during the last 6 months. within 24 hrs above 90%, but you may need to set 97% From what has been analysed, majority of the your own performance targets of 90% to survey, users reported that solution provided didn't 94% achieve better results here. Regular work. follow-ups on pending incidents and Our main focus is on customer satisfaction with following best practices will enable us to our solution. improve this KPI. Don't be quick to close the case based on assumptions we make. Ensure that users are contacted to confirm our solutions worked for them. Soft Skills Quality Acknowledging and confirming the information you Incident Resolution Comparing the backlog trend to last receive is a great way of showing your customers SLA year's average, the trend is downward, 95% you are paying attention to what they are saying. daily average backlog increased from Answering yours customers queries is as 99% 100 to 149. Open Incident created 3 important as asking the appropriate questions days ago trend also shows declined because it improves 2 way communication. trend, incidents increased to 35 as Please remember you need to confirm the compared to last year's average of 14. customer's phone number and full PC number. Technical Quality Concentrate on the Category and the Sub- Service Requests An average of 1490 service requests are Category fields. closed within 24 hrs received in a week under the Access 74% Work Notes (Internal) should contain the Management queue. troubleshooting steps and the action taken. 55% Out of which 60% requests are auto Additional comments (Customer visible) and provisioned and closed by IDAM on the Resolution Notes fields should only contain user same day. friendly text and no technical jargons. The remaining requests are manually provisioned by ITSC engineers with 52% requests getting actioned within 24 hrs. Incident Resolution Out of the 26,007 incidents actioned by ITSC, Service Request Comparing the backlog trend to last 14,415 (55%) were resolved within the team. SLA year's average, the trend is downward, 58.8% daily average backlog SR count 96% increased from 109 to 170. Open Service Request created 7 days ago trend also shows declined trend, daily average backlog increased from 36 to 82 Fahad Gerald Roveena Satish Tomas The Service Desk Newsletter

Delivering Quality Service : We have been working on various initiatives in order to improve the quality of customer service we deliver. The existing quality framework has been revised as part of our recent initiative. We have revised our scoring methods for both soft skills and technical skills, incorporated best practices and established monitoring measures. When the project began in November of last year, the team's Soft Skill quality score was 77%. The team now has a Soft Skills quality score of 95%, reflecting a 23% improvement over its initial evaluation. With the successful improvement of soft skills quality, we are now implementing the updated framework to improve technical quality. The team has been briefed of the Technical skill's best practices, and will begin monitoring the agents from this month onwards. Initial evaluation revealed that the current quality score for technical skills is 74%, and our goal is to increase this by 10% in coming months. Additionally, we have been monitoring customer satisfaction surveys and following up with any dissatisfied customers in order to identify our areas for improvement. Currently, our Customer Satisfaction Score stands at a whopping 97%. Last but not least, reopened incidents are examined to determine the reason for reopening and reduce the number of reopened incidents. Nurturing Talent Program : The Nurturing Talent Program (NTP) for IT Service Centre team started in 14th Feb 2021. A survey consisting of 151 skill questions comprising of 6 major Categories was sent to all the staff and were asked to fill the survey. 16 Business Domain Knowledge courses and 12 Technical courses were prepared in-house and the same were hosted in My Learning Zone. 120 technical courses were recommended from LinkedIn Learning. After collating and analysing the results the gaps and thee area of improvement was identified. Individual feedback were given to each staff members and courses were recommended to upskill their knowledge. A total of 3277 courses were assigned to the staffs, and as of May 2022 team spent total 3500 hrs for learning Increase Remote Resolution: In order to increase remote resolution, we have taken various initiatives such as shift-left, knowledge transfer sessions, and self-auditing process. As a result of all these initiatives, the rate of resolving incidents as a team has increased. Of the incidents reported to Service Desk, 95% of end-user application related incidents, 63% of business applications related incidents, and 91% of infrastructure and development related incidents are resolved at the Service Desk. Automation: Automation has been another important area we have focused on to improve customer satisfaction and reduce the amount of manual effort needed in repeating tasks, thereby improving efficiency of the team. 97.57% of application access provisioning has been automated, and overall 70% of service requests are now automated through IDAM or RPA. This resulted in a reduction of the Service Level Agreement (SLA) from one day to 45 minutes. The Service Desk Newsletter

Joseph - Ali - Binu - Janis- Gerald - Raja -Ren Roohie - Rohitaa - Waseem We have a little riddle for you , let's see who is the first one to find the correct answer: What do computers eat for a snack? The Service Desk Newsletter