Building your Service
Desk Vision
Session & Workshop
Howard Kendall, Founder,
SDI
www.servicedeskinstitute.com
Agenda
A & E now, can do better.
Have a world class service desk vision
Considering strategy, performance, outcomes
Its about the PEOPLE & BIZ VALUE
Community/consumer trends & effects
Be a brand!
What should I learn to be ready for future?
Some ideas from me..some work from you!
www.servicedeskinstitute.c
Just like this.Casualty anyone?
Triage
1st response
Reassurance
Confidence
Fix ?
Longer term support
Prevent?
RCA & Eliminate
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The Future?
Bring your own
device (BYOD) is
standard
Self healing and
self aware
machines
Robotics in several
fields, Avatars at
Co-Op and LOT!
What WILL we
support?
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The World Class Service Desk Criteria
To achieve World Class status each concept
requires a YES rating for all its associated
criteria:
Leadership
Policy and Strategy
People
Partnerships and Resources
Processes
People Satisfaction
Customer Satisfaction
Key Performance Results
Social Responsibility
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The World Class Service Desk Principles
To achieve World Class the service desk must
achieve 75% overall and at least 50% in each
principle:
Success
Vision and Mission
Attitudes and Behaviour
Culture
Integration
Customer Advocacy
Efficiency
Wow Factor
Continual Improvement
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The World Class Service Desk
Continual Improvement
Continual Improvement is demonstrably
embedded in all processes, projects,
methodologies and most importantly
people. There is clear recognition that there is
always room for improvement and that
business change must be reflected by
continual operational change and development.
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The World Class Service Desk
Culture
The culture displayed shows a tangible
commitment to quality and value-added
delivery, which is pervasive across the
organisation. The culture encourages a positive
attitude, energy, commitment, openness,
teamwork and a constant appreciation of the
need to improve and meet changing business
needs.
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The World Class Service Desk
Success
Success is clearly defined, understood,
advocated and aimed for by all stakeholders. It
is mostly achieved and regularly exceeded. It is
usually defined in business terms rather than
operational metrics and can clearly link the
value delivered from the Service Desk to
business or organisational success.
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The World Class Service Desk
Wow factor
The Service Desk has built or implemented an
innovative new product, service, approach or
function that marks it out from other
organisations. This is appreciated by the
organisation and customers alike as delivering
value and is not simply innovation for its own
sake.
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SDC Service Desk Maturity Model
Value added, ROI,
innovative
Business value achieved
Excellent understanding
Good basic support
Firefighting tech issues
11
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Community & Customer Trends
12
Apple store
Pret a Manger
Amazon
App stores/cloud
Ryanair
BIG data..on YOU!
(IBM)
Ask a friend.
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Build Community Hub - drive it
Community + Communicate = essentials
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Obsess about Brand?
What do you admire about Brands?
Think of yourselves AS a Business &
Brand! Olympics? Apple?
What do you stand for?
Sell it, protect it, be consistent
Be very proud, big up and keep it going
to raise your street cred
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The Role of ITSM and ITIL?
Selective usage
Balanced and service led
Value and ROI foremost
Primary Problem, Change, Incident, SLAs to
support Community and Service Desk
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Amazon
Price, B. and Jaffe, D. (2008) The Best Service Is No Service
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Use of Managed, Shared or 3rd
Party Services?
Cloud and services consolidation will drive more
acceptance
Seamless optimisation of service as a goal
Self help and self healing predominate
Smaller players emerge with flexible models
Costs being driven down
Good learning source for all Servicedeskers
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Summary
18
Stop A & E
Create your Future vision & strategy
Follow, focus on performance, outcomes, costs
PEOPLE & BUSINESS VALUE
Build and drive a community
Learn obsessively or be a victim..
SDI can help!
www.servicedeskinstitute.c
Workshop for you
19
Establish current model service desk thru
discussion
How to set customer goals/biz integration and
keep current
How to set BVM and continually improve
How to identify & develop skill/resource needs
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Gartner and IT Business Value
20
http://
www.youtube.com/watch?v=GBJQF_bGhzo,
applies to YOU too..
Strategy, kill and improve? Heineken example.
Performance, improve service support,delivery
Outcomes, better business return, value, low
cost
Measure the BUSINESS metrics bespoke
Support PEOPLE, not technology
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21
How do you market your achievements to
the rest of the business? More
innovation?
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Learning for Service Desk Role?
22
Business & Customers, obsessively
Business Value Metric Development
Social Media usage and techniques
Mobile & remote support
Knowledge at the speed of light!
Managed, shared service strategies
Be an expert in something, know about everything..
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Avivas Business Process Aligned Journey
5
IT Service Ownership
200
mapped
IT
Services
Service
Mgt
Maturity
&
MI
Quality
Actively
manage
IT
Services
Business Process Aligned
IT Service Mgt
Pilot
completed
with 2
business
areas
e.g. Revenue
lost, FTE
hours lost
ITSM Maturity/
Automated /
Lead /
Proactive
Investment
Discussions
21
mapped
IT
Services
Provided Web
processes to
IT SIP to
identify
business
impact
ITSM
Maturity
Manual /
Lag /
Reactive
Discussions
Q311
Q411
Q112
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Q212
Q312
Q412
Purpose
To be able to illustrate in business language
a) how a Service is Designed (Capability).
b) how a Service is actually operating versus.
c) how the business need it to operate to meet their plans.
Business Process Sell Motor Policy
IT Service Hours
Lost
16
Business Hours
Lost
9
Business Impact
Currency e.g.
500,000
Revenue/
1000 External
Customers
Impacted
When we achieve the above, we create the ability to identify the
correct investment areas for IT Service Improvement, linked to
business service benefit.
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6 Proven Strategies
Induction Training
&
Managing The
Psychological
Contract
On-the-job
Training
&
Qualifications
Soft
Skill
Development
Career
Management
Routes
Training,
Mentoring,
Secondments &
Shadowing
Long Term
Development
Programmes
Assessment Centres
For Succession
Planning
Apprenticeships
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Who does your team work for?
From Barclays SDI Conf presn
Immerse your teams in the culture and branding of your customers
Bring the business to them awareness of their commercial strategy,
goals and principles will shape the service they deliver
Invest in business/commercial development as well as technical
Live in your customers world - through exchanges and visits
Align your customer satisfaction scores by your customer department,
team, individual. Give them the opportunity to recognise and reward
their stars in the Service Desk.
Align performance not only to internal efficiency and quality measures
but also take feedback directly from your customers regarding the
health of your Service Desk department.
26 | Where everybody knows YOUR name. Do you know your customers?| 18 th
June 2013
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