Modern organizations need to put in place processes that allow all staff to log Health and Safety Requests and Incidents within the organization. This allows organizations optimize how they handle Health and Safety issues. In this webinar you will learn: 1. How to identify and item OHSAS Events and Incidents 2. How to develop Events and Incident Process Flow Charts 3. Understanding Service Desks 4. Understanding the place of technology in setting up the Service Desk 5. Report form examples Presenter: Orlando is an Enterprise Architect and Programme Director with over 15 years’ experience in the field of Business Consulting, Risk Management and Information Technology Delivery. He has an excellent technical background and helps organizations achieve and sustain their ISO certifications. He is a certified Lead Implementer and Auditor for OHSAS 18001, ISO 20000, 27001 and 22301. He is the Chief Trainer at Training Heights and the Managing Partner for A4S.

1. Designing and Implementing
an OHSAS Service Desk
By
Orlando Olumide Odejide
www.pecb.org www.trainingheights.net

2. Introduction
• Modern organizations need to put in place
processes that allow all staff to log Health and
Safety Requests and Incidents within the
organization.
• This allows organizations to optimize the way
they handle Health and Safety issues.

3. Content
In this webinar you will learn the following:
Identifying and
Iteming
OHSAS
Events and
Incidents
Developing
Events and
Incident
Process Flow
Charts
Understanding
Service Desks
Understanding
technology’s
role in setting
up the Service
Desk
Possible
Reports from
the OHSAS
Service Desk

4. Automation
The challenge of OHSAS
The traditional way by which Health and Safety issues are dealt
with within organizations can be made more effective and efficient
with the use of Information Technology.
IT can also be used to proactively manage how H&S issues are
raised, validated and addressed.
IT departments and organizations have always used Service Desks
to capture, classify, escalate and resolve IT issues.
These same Service Desks can be used to capture, classify,
escalate and resolve H&S issues.

5. Types of Health and Safety Issues
Work-related
issues/accidents
which can cause
death
Work-related
issues/accidents
which cause
serious injuries
Diseases and
epidemic cases
and notifications
Dangerous
occurrences
Incidents that can
cause direct or
indirect harm to
the general public
Thoughts, ideas
and suggestions
to H&S
improvements
Proactive alerts
and notifications
of H&S concerns

6. Sample H&S User Request/Incident Form
Fields Properties
Name, ID, Department of Person
Reporting
This can be gotten from the company
Directory System (e.g. AD)
Name/Nature of Issue Possible Categories of Issues
Detailed Description of the Issue Text and Explanations
Name, ID, Department of Persons
Involved
This can be gotten from the company
Directory System (e.g. AD)
Level of Impact/Seriousness High, Medium and Low
Level of Urgency High, Medium and Low
Date and Time of Issue Date and Time Picker
Possible Suggestions for Resolution Text and Explanations
Pictures and Videos Attachment

7. What is a Service Desk?
A Service Desk can be a functional unit made up of a
dedicated number of staff responsible for dealing with a
variety of service Incidents and Events, often reported via
telephone calls, web interface, or automatically reported
via organizational Events.
The Service Desk should be the single point of contact for
business users on day-to-day basis for all Incidents and
Service Requests (in this instance H&S related ones).
The value of an effective Service Desk should not be
underrated. A good Service Desk can compensate for
deficiencies elsewhere in the organization, but a mediocre
Service Desk can give a poor impression and deliver poor
services of an otherwise very effective organization.
What is a
Service
Desk?

8. Generic Classification in a Service Desk
• A change of state that has significance for the
management of the organization or the delivery of
a Service.
Event:
• Warning that a threshold has been reached,
something has changed or a failure has occurred.Alerts:
• An unplanned interruption to a service or reduction
in quality of a service. It can also be a failure of a
service component.
Incident:
• A means of reducing or eliminating the impact of
an incident or Problem for which a full resolution is
not yet available.
Workaround:
• Request from a user for information, advice or for
something to be done or delivered for the users
benefit.
Requests:
• Unknown cause of one or more Incidents.Problem:

9. Other H&S Expert Service Desk Considerations
This deals with how the H&S Department can further use
the Service Desk Application within its operations.
Escalation
Paths
Workflows
Approvals
Issue
Resolvers
Contingent
Actions
Change
Management
Corrective
Actions

10. H&S Service Desk – Self Service/Help
• Ability of the User to get educated and informed about
H&S issues
• Ability of the Users to search for related information to
issues
• Ability of Users to implement quick resolutions to issues
• Ability of the Service Desk to hold documents and
related information to guide Users for various types of
H&S incidents.

11. H&S Service Desk – Self Service/Help
Ability of the User to get educated and informed about
H&S issues
Ability of the Users to search for related information to
issues
3 Ability of Users to implement quick resolutions to issues
4
Ability of the Service Desk to hold documents and related
information to guide Users for various types of H&S
incidents.
2
1

12. Possible Sequence of Activities and Escalation
Events Requests Incidents
Problem Change Resolution

13. H&S Service Desk Tool
H&S Service Desk
The H&S Tool can easily be built on the following platforms:
- An existing Intranet System
- An existing Service Desk
- A Simple Web Application
- An existing Telephony System
- As an add on unto any existing application

14. Types of Reports from the H&S Service Desk
Information that can be used for baseline investigation of
reported or perceived H&S issues
Number of Users who have logged any Issues within a defined
period.
Types/categories of incidents that have been logged
occurred within a defined period of time.
Units/Department that have had Issues and within a
defined period of time.
Location and geographies that have had issues logged in
connection to them.
Components that have undergone change within a defined
period of time.
Report
types

15. Implementation Risks and Challenges
• H&S Experts sometimes do not have adequate
understanding of how technology works and it can solve
every issues like H&S issue reporting
• IT Experts have too many issues to deal with that they
never have time for some business users e.g. H&S
departments
• For this to work, these 2 expert communities will need to
closely work together and align their thoughts and
expertise to build smart, custom and inexpensive H&S
Service Desk solutions to fit their specific organizations.

16. Conclusion
The simple idea is to put a tool in the hands of users where they can be
proactively involved in the management, evolution and continuous
improvement of the OHSAS.
OHSAS should be left in the hands of the professionals and experts, all the staff
and users in an organization can have very useful input and involvement in
gathering intelligence and information that will be very useful for how H&S is
effectively managed to deliver business results.
Users are meant to be encouraged to log all their H&S concerns and
observations.
Health and Safety is the business of everyone in the organization.

17. Thank You!
Questions?