SPOC for everyone?

[BobTorture]

To explain the situation,
we have about 5000 clients, they use our hard-/software, therefor we have installed a Service Desk. We embedded Incident-, Problem-, Configuration- and Change Mangement. The clients have one SPOC.

Now, our special it-manager wants to expand the Sevice Desk (SPOC) also for all 100 inhouse PC-users. For me it makes no sense to combine two different parts of IT. On one site we have 5000 clients with an "special"-PC/software and on the other site we have 100 users on usual MS PCs. There's a different hardware (special built machine<>usual PC), software (Linux/Oracle<>MS/MS-SQL), network (closed IP-sec<>MS NT-Network) in all areas. In case of inhouse-"incidents" is, that the users call one of the inhouse "IT-Service-Guys" and they take care of it.

Does someone have a simullar situation, two different IT combined to one? Does it makes sense in case of an certification ?

[Mark-OLoughlin]

Hi,

it makes every sense. You reduce the overhead of delivering service to users. You also have one place for all IT users to call to report problems. Now the solutions to these problems may lie in different teams but to the user they should just have one point of contatc for all issues.

You need to examine the requirements in order to support the new 100 users and get theose skills into the level 2 groups and into the SPOC where possibe if you want to provide moe service desk FCR that just helpdesk catch and dispatch.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant

[BobTorture]

Thank you very much Mark,
is not the clients-view importent for the Service Desk?
The clients do not accept a change of service in a bad way. We have now over 90% first call solutions. Do you think that the "new" Sevice Desk append the same quality?
When the Service would be expanted, the agents of the Service Desk with good skills for there job, have to be specialized also for PC and MS-Software. What do you think, how long does it take, that the Service Desk have the same skills for the inhouse users and how much is this, even the changes in the SD-Software? Does the inhouse users accept one level between a solution ? May the cost for the agents raise also ?

[Mark-OLoughlin]

That is what goes with a Service Desk. As you see you need to do some analysis to see what impact it may have on your current delivery which in turn may affect your stats and customer satisfaction. Base this off any data you may have on the new calls that you expect in. Just because your playing field is changing does not meen you need a new desk. It means you now have a challenge to be the SPOC and maintain good quality of service to users. There will be an initial period of change but you should pland this and as you fill the gaps and integrate the new part of the desk it just becomes business au usual - the stats settle down etc. If the stats remain poor over a meduim period of time that tells you that you haven't done what was necessary to provide this additional support to the same levels as you previously provided to the other users.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant