1. www.servicedeskinstitute.com Building your Service Desk Vision Session & Workshop Howard Kendall, Founder, SDI

2. www.servicedeskinstitute.com Agenda A & E now, can do better…. Have a world class service desk vision Considering strategy, performance, outcomes It’s 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! 2

3. www.servicedeskinstitute.com Just like this…….Casualty anyone? Triage 1 st response Reassurance Confidence Fix ? Longer term support Prevent? RCA & Eliminate 3

4. www.servicedeskinstitute.com 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?

5. www.servicedeskinstitute.com 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 5

6. www.servicedeskinstitute.com 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 6

7. www.servicedeskinstitute.com 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.

8. www.servicedeskinstitute.com 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.

9. www.servicedeskinstitute.com 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.

10. www.servicedeskinstitute.com 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.

11. www.servicedeskinstitute.com 11 SDC Service Desk Maturity Model Value added, ROI, innovative Business value achieved Excellent understanding Good basic support Firefighting tech issues

12. www.servicedeskinstitute.com Community & Customer Trends Apple store Pret a Manger Amazon App stores/cloud Ryanair BIG data..on YOU!(IBM) Ask a friend…. 12

13. www.servicedeskinstitute.com Build Community Hub - drive it…… Community + Communicate = essentials

14. www.servicedeskinstitute.com 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

15. www.servicedeskinstitute.com 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

16. www.servicedeskinstitute.com Amazon Price, B. and Jaffe, D. (2008) ‘The Best Service Is No Service’

17. www.servicedeskinstitute.com Use of Managed, Shared or 3 rd 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

18. www.servicedeskinstitute.com Summary 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! 18

19. www.servicedeskinstitute.com Workshop for you…… 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 19

20. www.servicedeskinstitute.com Gartner and IT Business Value http://www.youtube.com/watch?v=GBJQF_bGh zo, applies to YOU too….. http://www.youtube.com/watch?v=GBJQF_bGh zo 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 20

21. www.servicedeskinstitute.com 21 How do you market your achievements to the rest of the business? More innovation?

22. www.servicedeskinstitute.com 22 Learning for Service Desk Role? 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…..

23. www.servicedeskinstitute.com Aviva’s Business Process Aligned Journey Q311Q411Q112Q412Q212Q312 ITSM Maturity – Manual / Lag / Reactive Discussions ITSM Maturity/ Automated / Lead / Proactive Investment Discussions IT Service Ownership Business Process Aligned IT Service Mgt Service Mgt Maturity & MI Quality 5 0 1 2 3 4 Actively manage IT Services 200 mapped IT Services Pilot completed with 2 business areas Provided Web processes to IT SIP to identify business impact e.g. Revenue lost, FTE hours lost 21 mapped IT Services

24. www.servicedeskinstitute.com 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. When we achieve the above, we create the ability to identify the correct investment areas for IT Service Improvement, linked to business service benefit. Purpose Business Process – Sell Motor Policy IT Service Hours LostBusiness Hours LostBusiness Impact Currency e.g. 169£500,000 Revenue/ 1000 External Customers Impacted

25. www.servicedeskinstitute.com 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

26. www.servicedeskinstitute.com 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