2022-03-28-minutes-it-study-session

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Page 2 and the inability to prioritize work based on impact. Emergency requests were intermingled with non- emergency requests. Afterhours request procedures were uncertain for users. Future state: Non-emergency work will be accepted through the CAMAS service request system. Emergencies will be accepted by a phone call to x510, 24/7/365. Walk-ins will be available by appointment only. This will improve service for the customer and provide a streamlined process for IT staff. Changes to the x510 greeting: "Thank you for calling the Kittitas County IT Service Desk. If this is an emergency stoppage, please press 1; otherwise, please send us a service request for help. If you do not have access to CAMAS, stay on the line to leave us a message." [For emergency stoppages, pressing 1 does this: During courthouse hours – call will ring on all IT desk phones/jabber with a special alert ringtone. If not answered, the call will go to the IT voicemail which will be transcribed and emailed to all IT staff. After courthouse hours – call will ring on the Network Administrator's cell, if no answer then on the System Administrator’s cell, if no answer then on the Director's cell, if no answer the call will go to the IT voicemail which will be transcribed and emailed to all IT staff.] Emergency stoppage examples: • Court or a public meeting is waiting on audio/video to proceed • Transfer station system is down, and customers are lining up • Payroll deadline will not be met • Anything that would result in missing a legal deadline • Anything related to a potential security compromise Benefits: • Improved IT responsiveness to stoppages • Creates a standard consistent process which documents work requested and performed • All requests are prioritized together so higher priority requests are not superseded by a lower priority request through a different method • Employees can create requests while IT staff remains focused on current work and then IT can shift focus to the new request when they are able to give it full consideration; they will contact the requester if more information is needed • Lean process improvement looks to "pull" work to the worker when they are ready for it, rather than it being "pushed" on workers whether they are ready or not • Discussing a request before it is submitted often is more disruptive (waste) to IT than it is helpful; IT is not adding value to the requester if we can't focus Service Request Form Current state: Users are asked to select the "urgency" of their request by selecting from 5 options. User feedback identified the selection was not easy to make as their request didn't always fit in one of the options.