1. An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.

2. IT Service Metrics Speed to Answer / Response Time Mean Time to Resolution / Repair Server and Application Uptime Network Latency

3. The Most Important Metric Customer Satisfaction

4. 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

5. Perception and Expectation

7. Components of the User Experience Availability/Speed DesktopInteractions Applications Customer Experience

8. Availability/Speed DesktopInteractions Applications Customer Experience Traditional Strategy Problem Avoidance & Training eSupport Help Desk & Field Services

9. New Strategy Problem Avoidance eSupport Field Services / Service Desk Problem Avoidance & Training eSupport Help Desk & Field Services Traditional Strategy

10. New Strategy Problem Avoidance eSupport Field Services / Service Desk

11. eSupport New Strategy

12. Field Services / Service Desk

13. What Does It Take IT Culture and Organization Workflow and Process Tools

15. 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

16. 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

17. Objectives Improve communication between agents Use the whole IT team to solve problems faster

18. Online Chat

19. Results Collaborative Problem Solving Knowledge Creation Situational Awareness

20. Questions ?Thank You