july 2007 the poor man’s service desk motown

The Poor Man’s

Service Desk

Dan Wilson, PMV TechnologiesPhil Gerbyshak, Robert W. Baird & Co.

Rules of the Game

• The 2 most important aspects of any successful business or department are:• #1 – Your People

• Focus on the “Meaning”

• #2 – Available Tools• Ask for everything• Don’t be afraid to fail

People – Rewards

It’s all about what you do And how you do it!

People – Rewards: What works?

HDI Rock StorySophie Klossner, HDI

People – Rewards: What works?

“Pizza Hut Story”Kirk Weisler

People – Rewards: What fails?

Awards Suck! “The Plaque Story”

“The Dundies” from NBC’s “The Office”

People – Rewards: What fails?

People – Retention: What works?

� “First Break All the Rules”, Marcus Buckingham

� Do I know what is expected of me at work? � Do I have the materials and equipment I need to do

my work right? � At work, do I have the opportunity to do what I do

best everyday?

�Knowledge Growth

People – Retention: What fails?

�Money as primary motivator

�Set it and forget it

People – Teambuilding: Works?

�Get to know your people

�Pot Luck or “Group Pay” outings

People – Teambuilding: Works?

“Give it some Heat!”

People – Teambuilding: Works?

“Chaos Theory”

People – Teambuilding: What fails?

�Focus on “the Stars”

�Not respecting/recognizing their differences

People – Training (Soft Skills)

�Local Library - Video from Library�Organizations that provide networking and

group support� HDI Meetings� Toastmasters� Writers Group� Experts “Internally”

�Magazines/Newsletters/Blogs/Podcasts�Note: Money ≠ Success

People – Training (Tech Skills)

� Strengths and Weaknesses� Free technical assessments – Online, Training Providers,

Tech/Trade Schools, etc.� Partner with Vendors

� Get NFR licenses and technical training for implementation� Understand your benefits� Leverage Enterprise Agreements

� Shareware & Beta Testing� Webinars� Lunch and learn Sessions

� Build relationships with others in IT

Tools - Call Tracking

�What works?� Gather requirements first

� Input, processing, reporting� Do not operate in a vacuum

�Sources� OpenSource� In-house

� Web Development� Access� SharePoint

� Find it cheap (ASP/Hosted solution)

Tools – Remote Control

• What works? – Just about anything• Cheap tools

• Dameware• VNC• MS Remote Desktop Connection

• Solicit Remote Assistance (Win XP)

• ZenWorks (Netware)• Radmin

Knowledge Base

�What works?� Owner on the team “Knowledge Administrator”� Process - KCS Framework� Do not operate in a vacuum

�Cheap Tools� OpenSource (hundreds of choices)� SharePoint/Wiki� In-house Built

� Web Development� MS Access

� Find it cheap (ASP/Hosted solution)

Tools - Patch Management

• What works? • Have a strategy, schedule, owner, and back-

out plan• Work with Network Admin/Desktop Support

• Cheap tools• Windows Software Update Service (WSUS)• Microsoft Automatic Update• ZenWorks (Netware)• VB Scripting• KIX Scripting

Tools - Strategy

�What works?� Know your database!� Get direct access to it (or befriend your DBA)

�Tools� Crystal Report� Microsoft

� Excel� Access� InfoPath� SQL Reporting Services

� Dynamic Web� Cold Fusion, ASP, CGI, PHP

Remember

• The 2 most important aspects of any successful business or department are:• #1 – Your People

• Focus on the “Meaning”

• #2 – Available Tools• Ask for everything• Do not be afraid to fail

Conclusion – No Easy Button

Q&A