1. Help Desk or Service Desk Steve Heye @SteveHeye Dar Veverka @DarVeverka John Cronin @ #15NTChelporservice Evaluation Survey: http://po.st/CunRzm Collaboration Notes: http://po.st/TdULQe

2. Intros What is a Help Desk? What is a Service Desk? Ignite style! 5 min 20 slides 15 seconds each

4. What Defining Services Improving Process Growing Skills Tools Documentation (process & procedure) Policies Intranet Who All staff collaboration led by staff with Business Process, Analytic and Project Management skills Benefits Common Understanding Best Practices Building Capacity Service Desk

5. Help Desk or Service Desk... What Defining Services Improving Process Growing Skills Tools Documentation (process & procedure) Policies Intranet Who All staff collaboration led by staff with Business Process, Analytic and Project Management skills Benefits Common Understanding Best Practices Building Capacity Service Desk

6. What is the Switch? Responding to staff From User Support Collaborating with teams To Service Support Keeping things running From Problem Solving Leveraging the tools To Improving Enabling staff From Individual Focus Sustaining the org To Org and Dept Needs Build Foundation From Infrastructure Enable Innovation To Strategic Functional Dev only Email Blast From Feature rich Enterprise involved Email Blast To

7. So is Service Desk better?

8. Help DeskService Desk OverviewSupporting users and solving problems to build infrastructure Provide services to the org to build capacity, formalize governance and streamline process ImportanceBuild infrastructure, solid technology, establish trust and enabling staff Leverage IT skills to strengthen Depts and org to allow for sustainable innovation RequiresTechnical skills, Help Desk tool, budget and a tactical technology plan Specialized skills for process improvement, project management and training Help Desk

9. So is Service Desk better? Not for everyone. You have to be ready. ●Capacity in IT ●Org ready for change Oh, and it really isn’t a choice. Even with a Service Desk, you still need a Help Desk.

10. With Help Desk.... With Service Desk.... IT becomes a partner

11. Start with Formalization Policies (not a bad word) Help establish clear expectations (not a set of rules) Procedures The steps we follow for a task Process The cumulative flow of our procedures, how we get stuff done

12. ●Acceptable Use ●Help Desk (with SLAs) ●Security ●Social Media ●BYOD ●Business Continuity Policies ●Self Help ●Staff Roles ●Common Tasks ●IT ●Operations ●Program ●Organization ProceduresProcess

13. A good Help or Service Desk requires... Listening.

14. Listening with intent to reply vs. Listening with intent to understand A good Help or Service Desk requires...

15. Communicate

16. Build the Relationship Find Opportunities Budget Planning Cycle Business Continuity Audits New Software Staff Changes Collaborate Work in teams Attend Department meetings Host Lunch N Learns Run trainings Be social Celebrate Money saved (limit focus) Improvements made User stories Projects completed Thank staff involved

17. How do you make this a partnership? Alignment Relationship Transparent

19. Evaluation Survey: http://po.st/CunRzm Collaboration Notes: http://po.st/TdULQe Help Desk or Service Desk Steve Heye @SteveHeye Dar Veverka @DarVeverka John Cronin @ #15NTChelporservice