marketing your service desk, kirsty watson telefonica

DISCOVER, DISRUPT, DELIVER

Marketing a 5 Star

Service Desk

Kirsty Watson

10.10.14

DISCOVER, DISRUPT, DELIVERDISCOVER, DISRUPT, DELIVER

Marketing to our internal customers

External marketing

and recognition

Benefits to effectiveness

and efficiency

DISCOVER, DISRUPT, DELIVER

Recognition

• Submission for internal

brand awards

• Individual and team

reward and recognition

Business Brand

• How can our 5* services

support our customer

Rally Cry?

Communication

• Business-wide

communication

• Senior Leadership blogs

• Recognition at corporate

annual conference

Visibility

• Site Roadshows

• Team Clinics

• 121 Appointments

• YamJams

• Service Desk OnlineSDI Branding

• Use of logo

• Department signage

• Individual branding

DISCOVER, DISRUPT, DELIVER

External Marketing and

Industry Recognition

Industry Events

Reference Visits

SDI Training

SDI Events and

Conference

Industry Comms

Service Desk

mutual visits

(e.g. University

of Leeds, Sky)

Service Desk

personnel

attending Analyst

and Management

training

Networking

opportunities

(e.g. SDI Annual

Conference,

Large Service

Desk Event,

Journey to 5*)

Non-SD specific

industry events

(e.g. SITS, itSMF)

Articles in

Industry

publications

DISCOVER, DISRUPT, DELIVER

Benefits to effectiveness and efficiency

6% improvement in FLR 4% improvement in FCR

Reduced Resolution TimesImproved Customer

Experience

DISCOVER, DISRUPT, DELIVER6

Questions?