Attachment_18_-_Service_Desk_Overview.docx

Attachment 18 Service Desk Overview The SEC’s current Service Desk is located at SEC Headquarters, Station Place, 100 F St., NW, Washington, DC. The Service Desk operates 24x7 and includes all federal holidays. Customers contact the Service Desk by calling a centralized telephone number, walk-in, e-mail and using the Self-Service module of the agency’s service management system to report an incident, or by contacting their program office or regional office IT Specialist who contacts the Service Desk on behalf of the customer by telephone, email, or incident management ticket.

Current Services Provided at the Service Desk Current Services provided at the Service Desk can be broadly classified into the following functional areas and services:

1. Incident / Problem Management: Handles all incident management for all information technology failures that are customer facing. This includes desktop / laptop equipment, local and network printers; availability of services, network issues, server issues, application issues, telephone issues, videoconferencing issues, account access issues, etc. The Service Desk records all sources of incidents in a centralized Incident Management tracking system (ServiceNow (effective June 2015), provides Tier 1 and Tier 2 support for all end user computing issues, along with Tier 1 support for all network, server, and OIT developed application issues. The Service Desk owns the complete lifecycle of all incidents recorded at the Service Desk. This lifecycle includes problem recording, classification, diagnosis, resolution, and closure of all Incidents. Additionally, the Service Desk owns the Problem Management lifecycle of all problems identified at the Service Desk as a result of proactive trend analysis. Additional services provided under Incident / Problem Management include quality assurance of the Incident / Problem recording process, management and update of the Agency’s Knowledge Management database upon resolution; as well as management / monitoring of customer satisfaction through telephone and electronic surveys. The Service Desk focuses on achieving First Call Resolution wherever possible. Calls that cannot be resolved through First Call Resolution are assigned to Tier 2 Service Desk staff or Tier 3 teams as necessary for resolution.

Service Requests: The Service Desk processes all requests for services that are customer facing. This includes requests for equipment such as desktops, laptops, printers, mobile devices, and all end user computing accessories. Service requests also include requests for equipment movement of machines, requests for email archives, requests for software installations, etc. Essentially, any end user computing call that is not directly break / fix related is treated as a service request.

Equipment and Software Preparation and Deployment: The Service Desk provides preparation, configuration, delivery, as well as installation of all end user computing equipment, software and devices. The agency’s Asset Management Branch (AMB) handles the vendor delivery, bar-coding, inventory, and storage of equipment. This group also facilitates the deployment of all upgrades to end user computing equipment and all deployments of software when remote software installation technologies (such as SMS) cannot be employed.

Access Control Group: Access Control processes all requests for LAN, application and remote account access for new employees as well as contractors; establishes email accounts, management of email distribution lists, resets passwords, and handles all IT related out-processing for departing agency employees as well as contractors.

System Management: The Service Desk manages the SEC Service Management System, ServiceNow (effective June 2015) and all deployed modules of the system, including those modules used primarily by other groups or offices.

Software Tools and Automation Used by the Service Desk

1. Incident / Problem Management Tracking: The Service Desk will employ ServiceNow to track and manage all incidents and problems. The Service Desk is expected to utilize all modules of the Service Management system including incident/request management, problem management knowledge manager, asset management, change management, and self-service.

Microsoft Systems Management Server (SMS): The Service Desk uses Microsoft SMS remote installation of software applications. Service Desk personnel have been trained to use the SMS Remote Access tools and software distribution tools.

Incident / Problem Management Tracking: The Service Desk will employ ServiceNow to track and manage all incidents and problems. The Service Desk is expected to utilize all modules of the Service Management system including incident/request management, problem management knowledge manager, asset management, change management, and self-service.

Automated Call Distribution System (ACD): The Service Desk uses a VOIP based ACD call management system to receive, track, and route inbound calls to the Service Desk telephone number. The ACD system tracks call volume, dropped calls, provides for the recording of outage announcements, and routing of calls to appropriate service technicians based on type of incident.

Blackberry Enterprise Server: The Service Desk uses Blackberry Enterprise Server to manage activations, deactivations, and configuration settings for deployed Blackberry email devices.

Avatier: The Service Desk utilizes Avatier as an identity management System.

Service Desk Coordination of Activities with Other Technical Personnel Tickets created by the Service Desk are tracked through the lifecycle from incident / problem recording, classification and initial support; resolution and recovery; and confirmation of resolution and closure. The ITSM system uses roles to define responsibilities within the system. Tickets created by the Service Desk or by NOC are considered Incident Owners and are responsible for the lifecycle of the ticket from creation to closure. This role is responsible for escalating tickets and assigning tickets to the appropriate Assignment Teams for resolution when First Call Resolution at the Service Desk cannot be accomplished.

Specific Skills and Training for Service Desk Staff The current Service Desk is comprised of a variety of talent spanning all facets of infrastructure support. The SEC provides training to Service Desk staff in the support of agency developed applications, but requires that the Service Desk contract keep all staff properly trained on all commercial applications approved and supported by the agency. The Service Desk is expected maintain currency of all technologies used by the agency and ensure that all deployed technologies and applications are fully supported.