bren boddy "what the heck did my cio just say?"

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Bren Boddy Help Desk Manager Exchange Bank What the Heck did my CIO just say?

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Bren Boddy Help Desk Manager

Exchange Bank

What the Heck did my CIO just say?

About me…

30 yrs Customer Service30 yrs Customer Service Management experienceManagement experience Creator of Super Help DeskCreator of Super Help Desk Disney FanaticDisney Fanatic Motorcycle RiderMotorcycle Rider

A little about my company

Founded 1890400 employeesUnique OwnershipGolden Gate Bridge is part of our

historyCommunity minded culture

About my Help Desk Single Point of Contact for Internal Support Service Catalog:

New Accounts Operations Bank Security Facilities Telecom IT (Hardware/Software) ATM

Customer Service Driven Staff of 4 with 95 years Company experience

My team is HDI Certified

Our Mission Statement

Deliver exceptional customer service in a timely manner and keep our

customers performing at the highest level of productivity

My CIOStarted with the company in 1968 & always in IT

Old school: Punch cards Switchboard phone line IBM 360 Computer Call everyone for help

New School: Virtualization VoIP iPad Call the Help Desk!

What 43 years in IT will do to you

…and he’s still smiling!

You’ve come a long way baby!

How to get to the CIO circa 2002

CIO

Application Support Manager

Project Manager responsible for the Help Desk

Help Desk Operations Manager

Talking the talk

The unknown (to me) language

Most Requested Metrics Average Speed to Answer Abandonment Rate Response time for email Average number of email exchanges to resolve an

incident First call resolution rate Fully burdened cost per incident

1. Chat2. Email3. Phone4. Walkup

Source: 2010 HDI Practices & Salary Survey

What does my CIO care about? Being informed…no surprises! Acknowledging the call quickly and meeting the

original target date while communicating with the customer until the call is complete.

Completing the service the first time…no reopened calls.

Uptime

What about my metrics??

Good relationship = NO Surprises!

What do I care about?

Giving excellent service 100% of the time FCR Growing knowledge Staff burnout Teamwork/cohesiveness Being of value to the organization (job security) Uptime

We are the voice of the End User…

Figuring it out – Thanks Frank

Give ‘em candy, they will come

Get a seat a the BIG table How are you perceived? Brand YOU Use your natural talents Get CLOUT!

Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”

How was I perceived?

Brand You

Use your natural talents

Clout…

• Knowledge Champion• Communication Central• People Connector• Crisis Manager• Queen of the CYA

Networking

Learning to ‘talk the talk’ with other like minded IT Professionals

Where I go… HDI Connect LinkedIN Mashable TechWeb CIO Magazine Twitter Feed I follow:

Hashtags: #custserv, #leadership, #management #ITIL #HDI #ITSM #SM

Business: @CNETNews, @techweb, @Gartner @thinkhdi @TechRepublic @wired

Keeping updated… Local HDI Chapter Meetings Software User Group meetings Industry Publications Webinars

Share what you learn!Your CIO keeps up on trends in the industry and you should too.

Remember to bridge the gap daily because you have a very valuable perspective: your Customers.

Tying it together

Mission Statement + CSF (Critical Success Factor)

+ KPI (Key Performance Indicator)

= $$$ savings

Now I’m speaking his language!

Source: Malcolm Fry The Power of Metrics for Optimal ITSM Performance 2011

Metrics on a Mission

Translation:

Mission Statement: Deliver exceptional customer service….keep our customers

performing at the highest level of productivity+ CSF: Resolve incidents as quickly as possible

minimizing impacts to the business + KPI: Percentage of incidents closed by the Help Desk without reference to other levels of

support= $$$ Savings! Fewer calls to second level

This will always be a work in progress

For the CIO…

He gets metrics he needs, he knows he’s one of the first to know when we have downtime (CYA), he has

an understanding from the End User perspective.

….and for me?

I now have a CIO I can talk to about projects, ideas, and department

issues. There is still a layer of management between us, but I have a direct line to him when

necessary.

Where are we now? He asks me who is in my network that I can ask XYZ about Disaster Recovery Communication Central Management Committee - monthly IT Division Meetings – bi-weekly SRJC Community College Advisory BoardI am a player at the big table (thank you Brenda Iniguez!)

Take-away Find a commonality between you and your CIO - your ice

breaker Understand what language they are speaking and learn

key phrases – ROI? TCO? Align your goals with the company’s goals – be strategic

but remember to speak from the end user perspective Get your foot in the door of projects – your feedback can

sometimes make or break a project Discover your value and report on it – Communication?

DR? Problem Management?

After all of this…..Meet Rich. He’s my new CIO. He started two weeks ago

so I’m going to do this all over again.

Questions?

Contact info:Bren [email protected]@brenbt on Twitter