Brian Forster Service Management Specialist NSD National Service Desk

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Brian ForsterService Management
SpecialistNSD (National Service Desk)
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three envelopes

• Upon taking over a national IT service desk, the
  departing manager left 3 envelopes in a drawer
• The instructions were if you get in a lot of
  trouble, open one of the envelopes

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three envelopes

• At the first major disaster, the new manager
  opened the first envelope.
• The advice was blame everything on me Im no
  longer there

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three envelopes

• At the second major disaster, the new manager
  opened the second envelope.
• The advice was reorganise and restructure

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three envelopes

• At the third major disaster, the new manager
  opened the third envelope.
• The advice was write three envelopes

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NSD the interim solution

• Set up in June 2004 for 12 weeks
• Comprised of four analysts

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NSD the interim solution

• Moved to Leeds 10th Jan 2005
• Started with 12 analysts
• Recently increased to 42 analysts, specialists,
  team leaders and NSD Manager
• To be superseded by a Front Line Support
  Services solution, currently being determined

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Normal Technical issue Resolution
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Statistics
Could have been resolved at LHD level
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Statistics

• A recent analysis revealed that 70 of calls from
  a
• cluster in the period of May/June/July should
  not have come to the NSD
• We need to work together to improve the NSD

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Working together

• Help Desk Operational Forum (HDOF)
• The forum aims are to
• Speed up end to end information and provide
  better quality data
• In order to improve the end user experience
• Open to anyone who shares
• the same objectives

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What has HDOF done so far

• In 10 days
• Cut Triage from 37 to 5 questions
• Produced Cluster specific education packs
• Distributed knowledge information

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The Top Six Issues

• Does Triage form have to be in MS Word?
• HP OpenView Application is being configured to
  enable automatic triage building
• All contact should be made via the LSD, not
  end-user
• This is now mandatory
• Why cant the NSD reopen closed incidents?
• The NSD can now reopen calls where the incident
• is exactly the same

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The Top Six Issues

• Why arent LSD ref numbers always quoted on
  updates etc?
• This is now mandatory
• Why is there no escalation procedure?
• There is an escalation procedure. Its on our
  website
• Some workarounds are unacceptable by the user!
• The NSD can take it back to the LSP for a better
  workaround

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• For Cluster training pack please contact
• Your Cluster Service Desk Group Lead or visit the
• Cluster-wide document share
• My email address brian.forster_at_cfh.nhs.uk