Challenge:

In one of the Audit, Tax and Advisory firm, I’m part of technology group and handles IT operations  for their all the offices within the country. As the end users are highly qualified professionals,  providing them best of the class IT services was the big challenge. Team is to provide and improve  as well IT front end services like IT service desk, IT help desk to the end users through third party  IT service provider. Setting up IT centralized service desk to provide on-call support to the end  users spread across country, resolving issues through remote access and providing hands and  feet support through ground level team within office was the big task.

Selection:

Team was ready to opt Learning Launch tool as we were all equipped to implement the same  through available resources we have, as per our understanding. It was to improve overall IT  services within the organization.

Application:

As a step by step approach, Service level agreement and detailed Statement of work was shared  with the selected IT service provider. As per project plan, all the processes were discussed,  various meetings happened and we resolved all the queries of IT service vendor in best possible  way.  All the existing IT operations processes within organization were updated and compiled at  the single place. Team had started the transition phase in time bound manner and explained the  same to the vendor. Within 2 months, coordination within team yield results and IT services work  was executed. Structured approach, time bound targets, understanding of their roles and  responsibilities helped a lot.

As project goes, somehow service levels were not at expected level. As agreed with management,  IT services was be improved within 1 year of contract period. Team has to discuss with internal  & external stakeholders to focus on identifying all challenges, exploring areas of improvement,  set the timelines and possible solutions to improve overall IT front end services.

Some of the areas were identified to turn them into green without compromising on quality, time  and users satisfaction level. Through the launched survey as CSAT survey (customer satisfaction)  through detailed questionnaire on IT services including front end services and back end services  as well. IT department came to know the pain areas, identify the possible solution, discussed with  business stakeholders and implement the remedial actions within 1 month of time.

Insight:

By applying this tool, IT team identified the assumptions, areas of improvement and possible  solutions through detailed questionnaire on IT services.  Same were discussed with business  stakeholders to get their inputs as well. Post this discussions team came to know the slightly  different approach and that was the learning. Rather than always think of and implement  industry standard techniques, it should be based on business driven model and requirement and  it is different in different organizations based on their nature of work and expectations.

Approach:

We found that learning launch tool was the perfect mode of getting a feel of end users thinking,  expectations, pain areas, improvement areas and possible solutions. As per management support  and mandate this tool has implemented for all future CSAT surveys for IT services. Through the  tool, after every 6 six months survey has to launch to gauge the CSAT level and to identify areas  of improvement.

