1. ©SDI 2012 www.sdi-e.com/itserviceawards2013 Everything You Need To Know To Enter! 1

2. www.sdi-europe.com Agenda 2 Tell you how it works, including polls and questions What do we want to achieve? What else can you use to help you? Who can you contact afterwards? Close and follow-up

3. www.sdi-europe.com Today ’ s Goals The 3 categories How they work Judging criteria What judges look for Top tips 3

4. www.sdi-europe.com What do we reward? 4 IT Service & Support Awards 2013 Best Service Desk Best Large Desk Best Small Desk Best Managed Desk Best Vendor

5. www.sdi-europe.com What are the prizes? £ 1000 Best Large Desk £ 1000 Best Small £1000 Best Managed Desk £ 500 to charity Best Vendor A trophy plus all that prestige! 5

6. www.sdi-europe.com How do the awards work? 6

7. www.sdi-europe.com Timings – the 2013 hot dates! Submission Target March 15 Finalists notified 12 April Site Visits Large/small desks 30 April and 1/2 May Managed desk 14/15/16 May Interview Panel 22 May the BIG day 18 18 June 7

8. www.sdi-europe.com Involve your team 8 Start at the beginning Review the SDI standards Set a plan from now to close date Allocate tasks and responsibilities and give targets Review - How do you stack up? Leave contingency time

9. www.sdi-europe.com OK – So how to win! What are the judges looking for? Top tips 9

10. www.sdi-europe.com Judging Criteria Leadership 10

11. www.sdi-europe.com Judging Criteria Leadership Policy and Strategy 11

12. www.sdi-europe.com Judging Criteria 12 Leadership Policy and Strategy People Management

13. www.sdi-europe.com Judging Criteria 13 Leadership Policy and Strategy People Management Resources

14. www.sdi-europe.com Judging Criteria Leadership Policy and Strategy People Management Resources Process 14

15. www.sdi-europe.com Judging Criteria Leadership Policy and Strategy People Management Resources Process People Satisfaction 15

16. www.sdi-europe.com Judging Criteria Leadership Policy and Strategy People Management Resources Process People Satisfaction Customer Satisfaction 16

17. www.sdi-europe.com Judging Criteria Leadership Policy and Strategy People Management Resources Process People Satisfaction Customer Satisfaction Performance Results 17

18. www.sdi-europe.com Judging Criteria Leadership Policy and Strategy People Management Resources Process People Satisfaction Customer Satisfaction Performance Results Social Responsibility 18

19. www.sdi-europe.com Site Vi 19 Site Visits Presentation to judges 20 minutes Observation 1.5 hours Interview Panel – vendor award only Presentation to judges 20 minutes Interview panel 20 minutes

20. www.sdi-europe.com The Conference 20 18 and 19 June 2013 Edgbaston Stadium Large and Small team finalists will participate in the live - on stage - finalists ‘Question Time’ panel

21. www.sdi-europe.com The Awards Dinner 21

22. www.sdi-europe.com The Awards Dinner The three best desk awards are asked to produce a 2 minute FUN video to be played during the dinner and before the winners are announced Please note that any videos running more than 2 minutes will be excluded 22

23. www.sdi-europe.com Why enter? 23 Back office functions often get overlooked Winning an SDI award: Provides recognition and reward Generates a positive team climate Demonstrates that their people are valued and recognised Is a reason to be proud Builds confidence

24. www.sdi-europe.com Why enter? 24 The process of writing the submission is satisfying To learn about themselves and the business The submission documents: what they do what they don’t do What they’ve done Produces a reference document It ’ s a team building exercise

25. www.sdi-europe.com What’s the effect of winning? 25 A real buzz on the desk Morale rockets A real sense of achievement Promotes their success Tell their customers Email footer Poster

26. www.sdi-europe.com How long does a submission take? 26 How long is a piece of string? Winners spend time 10 -14 man days not unusual, sometimes longer Over a 3-4 month period Winners manage the project But it ’ s worth it!

27. www.sdi-europe.com Team activities Day at the races Dinner Party – invite people from the business Go-carting WII How do they celebrate? 27

28. www.sdi-europe.com Top Tips 28 Start at the beginning - review the SDI standards Involve the team and the business Create a plan Allocate roles and responsibilities Give targets Leave contingency time

29. www.sdi-europe.com Top Tips 29 Use evidence Document innovation Document service differentiation Provide charts and pictures Demonstrate the personality of the desk

30. www.sdi-europe.com Are you the GOLD medallists? 30

31. www.sdi-europe.com 31 June 18 Does the RED carpet await you?

32. www.sdi-europe.com Stand by to jump for joy? 32