Item - 2013.AU13.13
Tracking Status
- City Council adopted this item on November 13, 2013 without amendments and without debate.
- This item was considered by the Audit Committee on October 31, 2013 and adopted without amendment. It will be considered by City Council on November 13, 2013.
AU13.13 - IT Service Desk Unit - Opportunities for Improving Service and Cost-Effectiveness
- Decision Type:
- ACTION
- Status:
- Adopted on Consent
- Wards:
- All
City Council Decision
City Council on November 13, 14, 15 and 18, 2013, adopted the following:
1. City Council request the City Manager, in consultation with the Chief Information Officer, to undertake an assessment of divisional level service desk functions. Such an assessment consider the transfer of divisional service desks to the IT Service Desk Unit. Further the review consider operational need, resource requirements and service levels.
2. City Council request the Chief Information Officer to review the IT Service Desk Unit’s first level resolution rate to determine if efficiencies can be gained by bringing the rate more in line with the industry average.
3. City Council request the Chief Information Officer to enhance IT Service Desk Unit’s operations through the development and use of additional industry best practice performance metrics.
4. City Council request the Chief Information Officer to implement proactive problem management for the IT Service Desk Unit to improve the efficiency and cost-effectiveness in providing information technology support.
5. City Council request the Chief Information Officer to ensure that staff comply with City procedures and administrative practices governing IT Service Desk Unit activity.
6. City Council request the Chief Information Officer to ensure management reports designed to track and monitor service requests are distributed to appropriate individuals for review and corrective action where required. Evidence of such review and action taken should be documented and reported to the Chief Information Officer.
7. City Council request the Chief Information Officer to make it mandatory within the project management framework to include the IT Service Desk Unit as a project member should there be an expectation that the IT Service Desk Unit will be providing support to new IT initiatives.
8. City Council request the Chief Information Officer to explore the option of allowing users to check on the status of their service request directly through access to the IT Service Desk Unit’s incident tracking system.
9. City Council request the Chief Information Officer to review staff scheduling to ensure that the number of staff available is appropriately matched to service demand levels.
10. City Council request the Chief Information Officer to review internal IT Division work tasks being referred to the IT Service Desk Unit to ensure that is an appropriate and efficient use of IT Service Desk Unit resources.
11. City Council request the Chief Information Officer to put in place a process for the timely collection and analysis of user feedback in relation to the IT Service Desk Unit.
Background Information (Committee)
https://www.toronto.ca/legdocs/mmis/2013/au/bgrd/backgroundfile-62706.pdf
AU13.13 - IT Service Desk Unit - Opportunities for Improving Service and Cost-Effectiveness
- Decision Type:
- ACTION
- Status:
- Adopted
- Wards:
- All
Committee Recommendations
The Audit Committee recommends that:
1. City Council request the City Manager, in consultation with the Chief Information Officer, to undertake an assessment of divisional level service desk functions. Such an assessment consider the transfer of divisional service desks to the IT Service Desk Unit. Further the review consider operational need, resource requirements and service levels.
2. City Council request the Chief Information Officer to review the IT Service Desk Unit’s first level resolution rate to determine if efficiencies can be gained by bringing the rate more in line with the industry average.
3. City Council request the Chief Information Officer to enhance IT Service Desk Unit’s operations through the development and use of additional industry best practice performance metrics.
4. City Council request the Chief Information Officer to implement proactive problem management for the IT Service Desk Unit to improve the efficiency and cost-effectiveness in providing information technology support.
5. City Council request the Chief Information Officer to ensure that staff comply with City procedures and administrative practices governing IT Service Desk Unit activity.
6. City Council request the Chief Information Officer to ensure management reports designed to track and monitor service requests are distributed to appropriate individuals for review and corrective action where required. Evidence of such review and action taken should be documented and reported to the Chief Information Officer.
7. City Council request the Chief Information Officer to make it mandatory within the project management framework to include the IT Service Desk Unit as a project member should there be an expectation that the IT Service Desk Unit will be providing support to new IT initiatives.
8. City Council request the Chief Information Officer to explore the option of allowing users to check on the status of their service request directly through access to the IT Service Desk Unit’s incident tracking system.
9. City Council request the Chief Information Officer to review staff scheduling to ensure that the number of staff available is appropriately matched to service demand levels.
10. City Council request the Chief Information Officer to review internal IT Division work tasks being referred to the IT Service Desk Unit to ensure that is an appropriate and efficient use of IT Service Desk Unit resources.
11. City Council request the Chief Information Officer to put in place a process for the timely collection and analysis of user feedback in relation to the IT Service Desk Unit.
Origin
Summary
The Auditor General’s 2013 Audit Work Plan included a review of the IT Service Desk Unit in the Information Technology Division. The objective of this review was to assess adequacy of management controls to ensure the effective operation of the IT Service Desk and timely resolution of end-user requests, incidents and problems.
This report contains 11 recommendations with a management response to each of the recommendations. The implementation of these recommendations will enhance management control and improve cost-effectiveness and efficiency.
Background Information
https://www.toronto.ca/legdocs/mmis/2013/au/bgrd/backgroundfile-62706.pdf