Service Desk Review
Executive Summary
Service Desk Project Overview:
The current operation of service desks is not equipped to handle predicted future growth at Lone Star College System. According to an independent review conducted in May 2008, service desks at the five campuses, the University Center, System Office and the LSC-Online all show signs of significant strain. They differ in quality of performance, scope of services and depth of staffing and skills. Constituents report dissatisfaction with call-ticketing systems, confusion over who supports what service, long delays in call pick-ups and a general lack of communication and information sharing. As such, a Request for Proposal was issued in June 2008 to research, evaluate and weigh the respective merits of outsourcing versus insourcing service desk support at LSCS.
Project Purpose & Objectives:
The purpose of the Service Desk Review project is to evaluate current service desk support system-wide, determine the needs of all constituents and implement a system that provides:
• 24/7 "live" support
• A single point of contact for general questions about LSCS
• A single point of contact for technology support requests
• Flexible staffing during peak periods of activity
• Services based on industry best practices including continuous quality improvement measures
Project Team:
A broad-based system-wide committee is charged with defining the review process, evaluating RFP responses, conducting a cost-benefit analysis of the options and, if appropriate, making a recommendation to executive leadership as to a specific course of action. The committee is comprised of representatives from the student body, faculty, student services, LSC-Online, instruction, continuing education, professional support staff, technology services, web services and public information areas.
Project Timeline & Deliverables:
In May 2008, the Office of Technology Services engaged the consulting services of Eduserv in evaluating service desk support system-wide and open forums with students, faculty and staff were held at all five campuses and the System Office. There were also meetings with service desk staff at each location. Total attendance in these interviews was approximately 125 people. Because not everyone was able to participate, online surveys were used to collect additional feedback from students and employees. Over 900 students and employees responded to the surveys. Based on these findings and per the recommendation of consultant (Eduserv), a Request for Proposal was released in July to explore the merits of outsourcing service desk services.
August
• Mandatory pre-proposal meeting (6 vendors)
• 3 proposals received August 7th
• RFP review committee convened
• RFP proposals evaluated, rated and ranked (blind)
September
• Vendor presentations in open forum meetings on two campuses
• Committee conducts cost-benefit analysis of proposals
• Committee recommends either insourcing or outsourcing to executive leadership
Please contact Marian Burkhart (x6579) for more information.