In 2008 our leading expertise in the implementation of IT Service Management was recognised by IT Service Management Australia (itSMFA).

 This is the only internationally recognised and independent organisation dedicated to IT Service Management and is a major contributor to industry 'best practice' and standards worldwide.

CSG received this prestigious award for implementing the Best Service Desk of the Year.  

 

As an industry leader we were recognized for the following initiatives.

Paperless Service Desk Design

Paperless design for the Service Centre was achieved through integration of reports into the Service Centre Configuration Management System including the Post Implementation Report (for Change Management) and the Post Incident Report (for Major Changes).

Dynamic reporting through a single portal which consolidates toolset data and enables both ad-hoc and scheduled reporting.

The integration of all information into the Service Centre toolset has resulted in a single point management which is delivering reduced complexity for the management of the contract for the client.

Pro-active Service Level Management

Proactive Service Level Management through toolset design through:

Incorporation of the Service Levels Requirements into the CSG Configuration Management System (CMS) that will support the client.

Utilisation of alert mechanisms (such as colour coding in activity queues, email notifications or other mechanisms as determined) at agreed SLA thresholds. CSG has shown most success with utilising 50% and 80% alert levels and colour/bolding visualisation (black, blue, green and red).

Utilising proactive Escalation at the alert thresholds to maximise the delivery within Service Levels.

This has delivered a contract with no Service Levels failed since cut-over (December 2007).

Third Party Vendor Management for the Client

CSG collaborated with the client to identify all Vendors and Suppliers that we may interact with including the current vendor/service agents. From an initial introduction by the client, CSG established direct relationships with these organisations which include establishing ongoing communication mechanisms. Utilising the relationships established, CSG implemented the following processes to provide the end to end management of tickets to facilitate Service Level achievements:

Incorporation of the other Service Providers’ Service Levels Requirements into the CSG Configuration Management System (CMS) that support the client.

Utilisation of alert mechanisms (such as colour coding in activity queues, email notifications or other mechanisms as determined) at agreed SLA thresholds. CSG has shown most success with utilising 50% and 80% alert levels and colour/bolding visualisation.

Utilising proactive Escalation at the alert stages to maximise the delivery within Service Levels of all client providers.

Automated Communication between CSG and the other suppliers directly through the CMS utilising a dedicated email account from the system. This enables direct notification from the system as well as automated updates when they are provided from a Vendor.

CSG is successfully delivering the third party provider end to end Service (3PP as it is known in NT DET) with a reduced complexity for the client and CSG proactively being able to liaise directly with the NT DET vendors assisting in all vendors delivering end to end ticket management.

Continual Service Improvement

CSG introduced several CSI activities at the commencement of the contract to assist in the continual review and improvement of services.  These included:

Ability for staff and clients to indicate that a ticket requires quality review through a process integrated into the tickets themselves.

Pro-active review of processes both documentation and implementation.

Service Improvement Suggestion Register where staff and clients can provide feedback on areas they have identified that have the potential to be improved. This provides the ability for all staff to contribute to the Service Improvement Plans. It is not anonymous to facilitate the level of information provided.

Other Initiatives have included:

Self Service Incident Management, (including new, current and old tickets.

Instant Messaging utilised for both ticket initiation and general enquiries.

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