One of the Service Desk's spearheads is, "We're thinking more ahead and being proactive." A direct result of that is this monthly blog post. Each month, Naomi gives you the latest information and takes you through what's currently going on. This time: agile working on the service desk
As many of you may know, our development teams work Agile. They plan their work in sprints, have a daily every day, keep stakeholders informed through a review and keep constantly looking for improvements by holding retro's. As a Service Desk, we are part of these teams. Now mainly as a stakeholder, but also increasingly as a team member. This allows us to represent your questions and wishes in the conversations that are held about new functionality to be built.
Our sprints do not last two weeks, but three months. This leaves us enough time to keep helping you as we were already doing. For example, we now dwell four times a week on the reports that will run out of the SLA within three days, we know better which customers we are already meeting the SLA with and which ones we are not yet meeting it with, we have almost all SLA calls scheduled or information sent out, and on the day we worked at home for exactly one year we had a virtual drink together. Want to know more about our SLA? Read on here.
We also held our first retro and from that came points for the first quarter. For example, we made a new plan for answering the phone. On average we miss 5% to 10% of the phone calls we receive and we want to reduce that to less than 5%. A plan has been made for this and we are now implementing it. Another example is accepting calls within 24 hours. This saves time for everyone and leaves us 15 minutes a day to ask each other transcending questions in order to solve more difficult calls.
In the coming quarter, we will be working on knowledge enhancement on XML and e-abs, we will be recording new videos that we can use in supporting new modules, and we will be looking at what we can do to become more predictable in picking up tickets associated with an RFC. We will do the latter from our role on the development teams.
If you have points you would like to see come back to us please let us know by sending an email.
