1. The FACE of IT @

2. Welcome!

4. Experiences?

5. What does a Customer want from IT?

6. What is the FACE of IT? Fast Accurate Caring Extraordinary

7. Understand the Issue Gather info: Listen & Check Take Action Research, Troubleshoot, Use skills Deliver a service Fast, Accurate, Caring, Extraordinary What, How, When, Where

8. Break 15 M

9. Why? Roles and Goals

10. Where are we now? 10 5 0

11. What changes can we make?

12. Understand the Issue Gather info: Listen & Check Take Action Research, Troubleshoot, Use skills Deliver a service Fast, Accurate, Caring, Extraordinary

15. Any problem requires us to… 1.State the problem 2.Specify the problem 3.Develop possible causes from knowledge and experience or distinctions and changes 4.Test Possible causes against the specification 5.Determine the most probable cause 6.Verify assumptions, observe, experiment, or try a fix and monitor

16. The issue definition describes the 4 aspects of any problem; 1. What it is 2. Where it occurs 3. When it occurred 4. To what magnitude did it occur This results in an easily understood statement such as; The email system crashed after the midnight shift engineer applied a hot fix ABC to Exchange server named XYZ only We can use this information for the next step… Issue Definition A poor definition of a problem would be the server crashed. A better issue definition should include more information.

17. ISCould be but IS NOTDifferencesChanges What Where When Magnitude The Matrix 17

18. ISCould be but IS NOTDifferencesChanges What System Failure Similar systems/situations not failed Where Failure location Other locations that did not fail When Failure time Other times where failure did not occur Magnitude Other failed systems Other systems without failure The Matrix 18

19. ISCould be but IS NOTDifferencesChanges What Exchange server XYZ crashed upon application of hot fix ABC Other exchange servers getting hot fix ABC Different shifts applied the hot fix New patch procedure from vendor Where 1 st Floor server room (unsupport ed by vendor) Anywhere else that has vendor support External vendor support New procedure, 1 st time the midnight to 6am shift applied hot fixes When 2.25am 12/03/13 Any other time or location None noted Magnitude Any other 1 st floor server Other 1 st floor servers 19

20. Understand the Issue Gather info: listen & check Checklist to hand Ask Questions Listen Check Understanding

21. Break 60 M 21

22. Check List – why?

23. Questioning skills

25. Listening skills

26. Activity

27. Check Understanding

28. Understand the Issue Gather info: Listen & Check Take Action Research, Troubleshoot, Use skills Deliver a service Fast, Accurate, Caring, Extraordinary What, How, When, Where

29. Break 15 M

30. Activity The Matrix

31. Understand the Issue Gather info: Listen & Check Take Action Research, Troubleshoot, Use skills Deliver a service Fast, Accurate, Caring, Extraordinary What, How, When, Where

33. Level of Service High Customers Expectation Low

34. Customer Expectations High Level of Service Low

35. Customer Expectations Average Level of Service Average

36. Level of Service High Customer Expectations High How do we get !!!!

37. Experiences?

38. What does a Customer want from IT?

39. Action Plans and Learning Journal 39

41. The FACE of IT @