1. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential EXPERIENCE. INNOVATION. ©2015 Velocity Technology Solutions, Inc. By Ryan O’Donnell Future Proof Your Service Desk

2. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Agenda A little bit about VTS. Who am I? What makes a great Service Desk? Key Service Desk success factors Quotes Recap Questions

3. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Velocity

4. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Brought to you by Ryan O’Donnell Deputy Service Desk Manager Velocity Technology Solutions https://velocitycloud.com/

5. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential What makes a great Servicedesk? How do we measure success? How do we stay relevant? Future Proof Your Service Desk

6. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Ambition Vision Defined career paths Work together & motivate

7. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential People Processes Knowledge Technology Key Success Factors

8. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential People Leader Smart Recruiting T&D Trust

9. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Measureable Performance driven Managers measure cost and quality Specific results Individually identifiable and accountable Customers/stakeholders. Process outputs are delivered to a customer Responds to specific events. Should be traceable to a trigger Process

10. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Search Concise BANG up to date Knowledge Have an AMAZING KNOWLEDGE BASE! Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. (Duhon, 1998)

11. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential The products that supports and enhances the efficiency of the customer. The technology facilities the output from processes, services, and provides operational stability to the customer. Tools that assist in the generation of quality services. These tools and technologies should be used to facilitate business outcomes. Technology

12. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Good communication Establish benchmarks People, Processes, Knowledge & Products Recap

13. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential If you don't like change, you're going to like irrelevance even less. - General Eric Shinseki If you can’t change the people, change the people. - Anonymous Quotes

14. EXPERIENCE. INNOVATION. Velocity Proprietary and Confidential Thank you