1. Welcome AZHDI Colleagues & Friends Thank you to Robert Half Technology for being our 2011-2012 Diamond Sponsor and for helping support this great event!! Today’s Topic: “Transitioning From a Help Desk to a Service Desk” Derek Wise, IT Manager Service Desk, Medicis

2. Agenda Agenda: 5:30: Networking 5:40: Transitioning From a Help Desk to a Service Desk 6:10: Rachel Powers, Robert Half Technology & AZHDI VP Membership. Robert Half Overview & Drawing. 6:20: AZHDI Updates & AZHDI Drawing 6:40: Game Starts HDI Info: HDI National Web-Site: www.thinkhdi.comwww.thinkhdi.com Arizona Web-Site: www.azhdi.comwww.azhdi.com Twitter @azhdi, Facebook “Arizona HDI Group”, LinkedIn HDI Connections: Past meeting presentations, articles or links you would like to share. Tab located on www.azhdi.com. You can request a login ID to be added to the e-mail list.www.azhdi.com

3. Transitioning from a Help Desk to a Service Desk Derek Wise, Service Desk Manager, Medicis HDI Service Desk Director Certified *Former AZHDI VP Programs – IT/Contact Center Professional 10 + years of experience – Extensive experience coaching leadership towards organizational goals & business strategy – Proven success with organizational restructuring to save costs & align with industry best practices – Project management experience implementing processes & technology into contact centers – Provided Leadership in training programs & quality assurance departments – ITIL Certified with ITIL process design experience to improve efficiency, performance & transparency – Understanding of customer service through: phone, email, chat & social media – Operations, Project Management & BCP/Disaster Recovery experience

5. Comparisons Between a Help Desk and Service Desk Help Desk Attributes Efficient and Effective Technical Support Single Point of Contact for IT issues Diagnose, find root cause and work with others in IT to solve the problem IT-focused Customer-focused “Bring it by…we’ll fix it” Metric-driven, i.e. AHT, Total tickets, KB Articles created Individuals within a Team setting Service Desk Attributes IT Services Support Analysts Contact point for IT issues, changes and communication Problem management-oriented Business-focused Value-focused Defined Services KPI-driven, i.e. FCR, TCO, Customer Satisfaction, Service Levels Team with Individual members Who do you think you are…really?

6. Focus Your Assessment Foundation Mission / Vision Structure Products and Services People Staff Performance Metrics Training and Development Process Issue Handling Incident Management Problem Management Escalation / Prioritization Tools Technologies Knowledge Management Customer Management Service Level Management Customer Satisfaction Communication Run like a project…

7. Service Desk Foundation Quick Wins Create a statement that captures your goal / philosophy and use in all communication Ensure you have a tiered structure If not, develop a justification for a second level Use cost, time and problem management as ROI Identify / Map - 1 Service & 1 Product {What} {Defined Support} {Escalation Partner} Gather escalation requirements from partner Other; # of customers, purpose, version, etc. Foundation Mission / Vision Structure Products and Services

8. People Quick Wins Create/Update/Revise job expectations to fit current role Establish a service level and measure against 1 week of data to determine if full analysis is needed Answer 80% of calls in 60 seconds Respond to email in 1 hour Respond to voicemail in 15 minutes Select 1 metric to measure against others Examples; CSAT, FCR or, Number of tickets, AHT, People Staff Performance Metrics Training and Development

9. Processes Quick Wins Select 1 Service and 1 Product to develop troubleshooting guide Speak the same language Incident vs. Service Request Incident, Problem, Known Error Impact and Urgency Select 1 recurring incident Analyze, Understand, Remediate, Deploy, Measure Process Issue Handling Incident Management Problem Management Escalation / Prioritization

10. Tools Things to Consider Tools or Processes? Be Honest! Define Business Drivers Run the exercise like a business Be realistic about your ROI Any ‘in-house’ technologies? SharePoint, Shared Drives, Knowledge Tree Create a draft scorecard to measure your results  Be actionable! Tools ACD Ticketing Reporting Knowledge Management Other The benefits you get from using a tool are not the benefits you get from practicing ITSM. Software alone does not make a strategy; rather, software facilitates a strategy and allows a team to complete its tasks. - ITIL Benefits to the Business by Global Knowledge and HDI

11. Customer Management Quick Wins Establish a “straw man” priority model with High Medium and Low resolution parameters Use prioritization to measure: Number of high priority incidents per month Time to resolve high priority incidents Just ask them! They may give you good ideas. Develop 1 communication template – Simple is better.. Customer Management Service Level Management Customer Satisfaction Communication

12. Other Key Takeaways Run Your Maturation Like a Project Identify Milestones Report Progress Remediate Risks Define Success – Think Like a Business Return on Investment Define Requirements Hold Staff/Vendors Accountable HDI Maturity Assessment HDI Practices and Salary Report ITIL v3 The Help Desk Audit by BluePrint for Success Spectacular Support Centers by Kristin E. Robertson Resources:

13. Your Technology Staffing Resource – Founded in 1994 – Unique, specialized approach with an emphasis on “quality first” – Technical skills evaluation that includes:  Work history verification  Technical evaluation process  In-depth interview  Selected reference checks  Quality assurance  Client follow-up

14. Who is HDI? Founded in 1989, Global membership, training, certification, and networking association for technical support professionals. Curriculum & local topics addresses needs of technical support professionals and the various maturity levels of their support operations. HDI is vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association’s global network.

15. AZHDI Board Update 2011 HDI Rising Star- Recognized as the Rising Star out of 68 local chapters nationally! Need Active volunteers!! Strength in numbers. Still need Platinum sponsor for our Analyst of the Year Banquet Dec. Please contact Ted.Cohen@azhdi.com. Need “Analyst of the Year” committee members. Please see board member or send an e-mail to board@azhdi.com. board@azhdi.com Board: President; Jennifer White, CompuCom: – Jennifer.White@azhdi.com or (480) 297-8016. Jennifer.White@azhdi.com – Twitter @jenservice1 VP Programs, Kaye McRay, American Express – Kaye.McRay@azhdi.com Kaye.McRay@azhdi.com VP Special Events Linda Fields, EnSynch – Linda.fields@azhdi.com Linda.fields@azhdi.com VP Communications; Ralph Devlin, Macerich – Ralph.Devlin@azhdi.comRalph.Devlin@azhdi.com Webmaster & VP Vendor Management; Ted Cohen, Central Arizona Project – Ted.Cohen@azhdi.com Ted.Cohen@azhdi.com VP Membership; Rachel Powers, Robert Half Technology – Rachel.Powers@azhdi.com Rachel.Powers@azhdi.com VP Finance; Jeffrey Ackerman, Robert Half Technology – Jeffrey.Ackerman@azhdi.com Jeffrey.Ackerman@azhdi.com Executive at Large; Thor Oakley, Robert Half Technology

16. AZHDI Meeting Update Training Sessions: Aug 22 to Aug 23 - HDI Analyst Training Aug 24 to Aug 26 - HDI Manager Training *Register today at www.thinkhdi.com or contact Victoria Beck at vbeck@thinkhdi.com.www.thinkhdi.com vbeck@thinkhdi.com Webinars: Aug 16 -- A Day in the Life of a Change Manager: A Perspective for Service Desk Professionals Aug 23 – Webinar - IT Service Management and Access Assurance Sept 23 – Metrics, Measures, & and Madness: The New World of Guiding, Not Grading Local AZ Special Events: Oct - Western Regional Speaker Tour Planned. Watch front page & event calendar for more info. Dec – Analyst of the Year: More updates posted soon www.azhdi.com. This will be a lunchtime event and free for members. Non-member cost TBD.www.azhdi.com *Nominations due by Oct 31 st