2014-03-03/04 marc fey february 2014 who moved my service desk? embracing change in challenging...
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2014-03-03/04
MARC FEY February 2014
WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times
2014-03-03/04
2014-03-03/04
WHAT CHANGE LOOKS LIKE
FORRESTER RESEARCH
CIO FORUM IN WASHINGTON, DC
‣ Business Demands of the Perpetually Connected
‣ BT Explodes: Transforming Into Business-As-A-Service
‣ Driving Business Outcomes
‣ Real-Time Business: Happening At Last
‣ The CIO’s Role in Business Transformation
‣ Driving Business Growth With Better Data
‣ Business Demands of the Perpetually Connected
‣ Driving Business Transformation With Research Integrated
Collaboration Technology
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‣ Business Demands of the Perpetually Connected
‣ BT Explodes: Transforming Into Business-As-A-Service
‣ Driving Business Outcomes
‣ Real-Time Business: Happening At Last
‣ The CIO’s Role in Business Transformation
‣ Driving Business Growth With Better Data
‣ Business Demands of the Perpetually Connected
‣ Driving Business Transformation With Integrated Collaboration
Technology
‣ Architecting Tomorrow’s Business Outcomes
THE BUSINESS
FORRESTER RESEARCH
CIO FORUM IN WASHINGTON, DC
WHAT CHANGE LOOKS LIKE
2014-03-03/04
‣ How Customer & Business Outcomes Will Drive Your Future
‣ Bulletproofing Your Customer Experience Strategy
‣ Winning the Customer Experience Game
‣ Evolving Role of IT: Inspiring Crazy Loyalty
‣ Lessons From Citizen Engagement
‣ Finding Social Business Value
‣ Driving Customer Experience into Your Business
‣ The Collaboration of Marketing and IT
‣ Simplifying How Technology Drives Business & Empowers Users
‣ Happy Workers Happy Customers
FORRESTER RESEARCH
CIO FORUM IN WASHINGTON, DC
WHAT CHANGE LOOKS LIKE
2014-03-03/04
‣ How Customer & Business Outcomes Will Drive Your Future
‣ Bulletproofing Your Customer Experience Strategy
‣ Winning the Customer Experience Game
‣ Evolving Role of IT: Inspiring Crazy Loyalty
‣ Lessons From Citizen Engagement
‣ Finding Social Business Value
‣ Driving Customer Experience into Your Business
‣ The Collaboration of Marketing and IT
‣ Simplifying How Technology Drives Business & Empowers Users
‣ Happy Workers Happy Customers
FORRESTER RESEARCH
CIO FORUM IN WASHINGTON, DC
WHAT CHANGE LOOKS LIKE
THE CUSTOMER
2014-03-03/04
WHAT THE CHALLENGE LOOKS LIKE
I & O CHALLENGES FACING THE
BUSINESS GARTNER RESEARCH
“The business is dissatisfied with IT’s ability to meet the speed of the desired rate of change, and we know IT service complexity will increase.” (Gartner Research, 2014)
Gartner concludes that “the service desk must becomemore agile and drive a faster flux of new applications and end user needs. It must become a more dynamic business environment” (Jarod Greene, Principal Research Analyst, @jarodgreene)
Organizations must improve their I&O maturity.
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A PRODUCTIVITY JUGGERNAUT
In a recent Gartner survey of over 2,000 global executives, Gartner found that they these leaders believe they will need a 20% improvement in performance over and above the current levels to meet business objectives.
WHAT THE CHALLENGE LOOKS LIKE
Place this information alongside two other pieces of research: • Over half of 23,339 surveyed ot handle the stress of my job
much longer”• And 61% of employees lack sufficient technology to work
effectively.
2014-03-03/04
I & O CHALLENGES FACING THE
BUSINESS GARTNER RESEARCH
“BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner)
THE SOLUTION: EMPLOYEE ENGAGEMENT,…yours and the internal customers you serve.
Research is clear: when employees are engaged, productivity skyrockets.
So, these 3 key concepts become a starting point for increasing your IT engagement score and maturing your organization…to meet the productivity challenges before us…
Call these STEPS ALONG A PATH
WHAT DO WE DO?
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RESILIENCEINSIGHT
ADVOCACY
A PRACTICAL APPROACH
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CULTURE WINS
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HALF EMPTY?
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OR HALF FULL?
2014-03-03/04 “Reply All” Bridgestone Commercial
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2014-03-03/04
2014-03-03/04
WHO MOVED MY SERVICE DESK?
RESILIENCEINSIGHT
ADVOCACY
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RESILIENCE
2014-03-03/04 “Alex Honnold” 60 Minutes
2014-03-03/04
RESILIENCEINSIGHT
ADVOCACY
“The power or ability to return to the original form,
position after being bent, compressed, or stretched;
elasticity; the ability to recover readily; buoyancy.”
“The ability to learn—about yourself, about the
world around you, about what it takes to adjust to,
and to make, change.”*
Adaptive Capacity
FINDING INSIGHT
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RESILIENCEINSIGHT
ADVOCACY
THE IMPORTANCE OF LEARNINGFor want of a nail the shoe was lost.
For want of a shoe the horse was lost.
For want of a horse the rider was lost.
For want of a rider the battle was lost.
For want of a battle the kingdom was lost.
And all for the want of a horseshoe nail.
-- Children’s nursery rhyme
Adaptive Capacity
FINDING INSIGHT
2014-03-03/04
Where do we start?RESILIENCE
INSIGHTADVOCACY
ACTION: Initiate honest conversations about
employee capacity (how are you doing), what is
actionable today, what are the risks and
opportunities? (“Resilience 1-page”)
Adaptive Capacity
FINDING INSIGHT
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INSIGHT
“I see what I expect.” Annie Dillard
2014-03-03/04 Awareness Test
Awareness test video
2014-03-03/04
People and Context
RESILIENCEINSIGHT
ADVOCACY
“While Einstein said he had no special talent aside from being
passionately curious (and being possibly the smartest person
ever), he also knew how to make time for insight--a skill that's
scarce in our present cult of stimulation.”
“When asked how he would spend his time if he was given an
hour to solve a thorny problem, (Einstein) said he'd spend 55
minutes defining the problem and alternatives and 5 minutes
solving it. Which is exactly opposite of what the vast majority of
executives today would do.”
“Einstein’s Problem-Solving Formula, And Why You’re Doing It All Wrong”, Drake Baer, Fast Company, March 26, 2013.
FINDING INSIGHT
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People and Context
RESILIENCEINSIGHT
ADVOCACY
CUSTOMER FEEDBACK
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RESILIENCEINSIGHT
ADVOCACY
REFRAMING & RESHAPING THE TENSION‣ “Collaborative and Supportive Environments enhance the
creative & problem-solving processes.”
‣ “Purposive Reframing: Finding a lens through which the
current reality can be reshaped into a healthier and more
productive outcome.”
‣ “Sharpen an individual’s alertness to new information and
his or her skill at ‘sense making’ in the midst of confusion.”Thomas, Robert J., Kindle Locations 430-431. Harvard Business Review Press.
CUSTOMER FEEDBACK
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RESILIENCEINSIGHT
ADVOCACY
WHERE DO WE START?
STARTING POINT
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RESILIENCEINSIGHT
ADVOCACY
ACTION: Initiate honest conversations about
1) Are we giving time to creative insight and problem
solving, 2) Have we articulated “Who we serve,”
“What is the context (physical & personal
situation)?” and “How robust is our commitment to
customer feedback?” (“INSIGHT 1-PAGE”)
STARTING POINT
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ADVOCACY MINDSETOffer the Best Product & Services
‣ Intelligent
‣ Elegant
‣ Meets Needs
‣ Easy
‣ Delights
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RESILIENCEINSIGHT
ADVOCACY
Products: Intelligent & Elegant
PRODUCT STRENGTH
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• Is our product intelligent & elegant?
• Does it meet today’s needs?
• Is it easy to use?
• Does it delight our customers (and their customers)?
TOUGH QUESTIONS
2014-03-03/04
RESILIENCEINSIGHT
ADVOCACY
Services: Intelligent & Elegant
SERVICES STRENGTH
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YOUR LOGO HERE
Advocacy • Meets
needs• Easy to use• Delightful
to our customers
TOUGH QUESTIONS
• Is our product intelligent & elegant?
• Does it meet today’s needs?
• Is it easy to use?
• Does it delight our customers (and their customers)?
2014-03-03/04
RESILIENCEINSIGHT
ADVOCACY
ADVOCACY SKILLS: Individual Skills
“Deep, mutually beneficial, & voluntary. Built on a basis of
likability, trustworthiness, & quality. In order to be successful,
you have to go beyond transactions; sell them on your
dream.” (Guy Kawasaki)
GUY KAWASAKI “How to Engage and Enchant Your Customers”
SKILLS BUILDING
2014-03-03/04
RESILIENCEINSIGHT
ADVOCACY
ADVOCACY SKILLS: Individual Skills
‣Practical: “Duchenne,” the smile that engages
people
‣Problem-solving: meet the need, make it easy,
tee it up for people to be delighted, if possible.
‣Proactive & Purposeful: Default mode is to
advocate for the person you are serving.
GUY KAWASAKI “How to Engage and Enchant Your Customers”
SKILLS BUILDING
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RESILIENCEINSIGHT
ADVOCACY
Management/Leadership Skills
...TEAM FOCUS
(stay tuned…)
SKILLS BUILDING
2014-03-03/04
RESILIENCEINSIGHT
ADVOCACY
WHERE DO WE START?
ACTION: Evaluate the quality of your products
and services (Meets needs, Easy to use, Delights).
Discuss: Do we have a plan to develop
individuals’ skills needed to deliver “customer
advocacy services” (“ADVOCACY 1-PAGE”)
STARTING POINT
2014-03-03/04
“If you want to build a ship, don’t drum up the men to gather
the wood, divide the work, and give the orders. Instead, teach
them to yearn for the vast and endless sea.”
-- Antoine de St Exupery
2014-03-03/04
THANK YOU!If you would like the 1-page tools, or you have questions or comments:
Email: [email protected]: 1-PAGES
2014-03-03/04
MARC FEY February 2014
WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times