An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.
IT Service Metrics Speed to Answer / Response Time Mean Time to Resolution / Repair Server and Application Uptime Network Latency
The Most Important Metric Customer Satisfaction
Quality Components Dependability and accuracy, like a utility Knowledge and courtesy - trust and confidence in people and systems Appearance Willingness to help – prompt service Care and individualized attention
Perception and Expectation
Components of the User Experience Availability/Speed DesktopInteractions Applications Customer Experience
Availability/Speed DesktopInteractions Applications Customer Experience Traditional Strategy Problem Avoidance & Training eSupport Help Desk & Field Services
New Strategy Problem Avoidance eSupport Field Services / Service Desk Problem Avoidance & Training eSupport Help Desk & Field Services Traditional Strategy
New Strategy Problem Avoidance eSupport Field Services / Service Desk
eSupport New Strategy
Field Services / Service Desk
What Does It Take IT Culture and Organization Workflow and Process Tools
Game Changer: Web 2.0 Connecting – Communicating – Collaborating –Creating an aligned Tribe Knowledge Centered Support –Compelling place to capture ALL interactions –Leads to e-support / self service Right Problem– Right Person (Help for the Help Desk) –Connections facilitate solutions Collaboration & Community = Visibility & Accountability
Case Study – IM at the Service Desk Large healthcare organization. Is a not-for-profit system of hospitals, a health plan, and a growing medical group. 7 Hospitals, 30 Clinics, 490 Physicians, 450,000 Members 9500 Employees 6500 Workstations 425 Applications 450 Servers + Mainframe 17,000 Telephones / Lines 12,000 Network Ports
Objectives Improve communication between agents Use the whole IT team to solve problems faster
Online Chat
Results Collaborative Problem Solving Knowledge Creation Situational Awareness
Questions ?Thank You