If you’re curious about the progress of our Service Desk Renewal Program (SDRP), take a look at this Q&A with Corey Donovan, director of service operational excellence.

One of your goals with the SDRP is to change the culture of the Service Desk. What do you mean exactly?

A lot of our practices have been born out of the way we have operating for the last 20 years. That includes the ways in which we work, how we collaborate across teams and across shifts, and other ways in which we operate.

As we look forward to modernizing our support over the SDRP, we hope to adjust our culture to meet the new work we will be performing. We are not sure what this looks like, but as part of the SDRP, we’ll look to make adjustments not just in how we support our clients, but also in how we work together, both formally and informally.

What sort of changes are you making?

Our overall goal with the SDRP is to focus on modernizing our Service Desk’s support model through focusing on the high-value work that benefits through human engagement, including advanced operation, improved event correlation, growing our staff, and working to unify our support across the various GlobalNOC teams.

We want to become experts at those components that require the human touch and let the tools handle the highly repetitive actions. While this focuses on the Service Desk, a big part of this is collaborating with other teams to implement improvements across the GlobalNOC.

How will these changes affect GNOC's clients?

Part of the SDRP is defining what we want the Service Desk to look like at the end of the project. We have a multitude of options for implementing best practices and, as part of this program, will need to look at those options and provide what’s best of our clients.

We will be reaching out to each of our clients to get their input and ensure any changes we implement will meet the high standards they hold for us and the support of their network. All that to say, while we don’t know what it will look like when we’re done, we hope our clients are willing to take the journey with us to modernize our operations.

What sort of challenges do you anticipate as you make these changes?

Our biggest challenge will be implementing major shifts in process and procedure while maintaining our frontline operations. We will need to coordinate with all involved to ensure the support of our clients is seamless. Our project management team will provide that support and guidance to help ensure we have a solid plan before implementing any changes, hopefully reducing this challenge.

Is there anything else blog readers need to know?

We are always looking for feedback and input. Everyone should feel free to reach out to me with any feedback they’d like to provide, even if we don’t provide support today.