from zero to hero: the path to it service excellence webinar

32
© 2014 Samanage. All rights reserved. © 2014 Samanage. All rights reserved. Welcome Webinar: From Zero to Hero: The Path to IT Service Excellence May 27, 2014

Upload: samanage

Post on 03-Nov-2014

195 views

Category:

Business


0 download

DESCRIPTION

Does your IT department have a perception problem within your organization? As IT professionals, it’s easy to feel undervalued and under-appreciated by your peers throughout the organization. This may seem like an insurmountable issue, but with the right tools, you can quickly change minds while becoming more efficient! Listen to the recorded webinar to learn how Shvonne Williams, Director of IT Services at MediFit Corporate Services, was able to turn around her team’s image and transform the IT department into a strategic business partner within the organization. What you'll learn: -Your “functional” reputation – why you should care & how you can improve it. -Maximizing the impact of your ITSM Solution - The must haves and nice to haves when considering alternative solutions. -Thinking beyond IT – Move beyond the “break-fix” perception and contribute to organizational goals. Presenter: Shvonne Williams, M.B.A. Director of IT Services, MediFit Corporate Services With more than ten years’ experience, Shvonne has implemented new systems to increase efficiency, enhance collaboration, and improve reliability and productivity. In her current position, Shvonne supports over 1,000 employees. With a passion to drive organizational change using technology, she was able to evolve the help desk from a group most tried to avoid to an employee-centric solutions center. Shvonne holds a Bachelor’s degree in Networking and Telecommunications and an MBA in Technology Management.

TRANSCRIPT

Page 1: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

© 2014 Samanage. All rights reserved.

Welcome

Webinar: From Zero to Hero: The Path to IT Service Excellence

May 27, 2014

Page 2: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.© 2014 Samanage. All rights reserved.

Shvonne WilliamsDirector of IT Services, MediFit Corporate Services

Our Presenter

Page 3: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Am I in the wrong room?

Page 4: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

BrainBranding and Influencing Decisions

©2012 BrainBranding™ LLC

Page 5: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

We Are Salespeople. We Have Customers.

OPENfor business

Help Desk

Page 6: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

My A-Ha Moment: IT as a Brand

Help Desk

Solutions Center

Page 7: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

What Can IT Do To Effect Change?

xTake responsibility Analyze dataWhere do we stand?

Page 8: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Driver for Change: Perceptions

xPERCEPTION REALITY

Page 9: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Polling Question

Page 10: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Perceived State to Desired State

ZERO… HERO?Why be a When you

can be a

Page 11: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Current Solution No Longer Working

Help Desk Solutions Center

CURRENTITSM Solution

Page 12: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Process for Change: Checklist

Must Have’s Nice-to-Have’s

Service management

Cross-functional use

Mobile device auditing

Asset managementContract, license,subscription mgmt.Knowledge baseHelp desk supportScalabilityExisting infrastructureintegrationNo maintenance/upkeep

Page 13: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Do Your Research!

xRESEARCH COMPARE NARROW

Page 14: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Ease of Use, Customer Experience

Easy to use?Little/no training required?Positive customer experience?

x

x

Page 15: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Appealing to Different Thinking Styles

©2012 BrainBranding™ LLC

Page 16: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Growing ROI “Beyond IT”

Help Desk Solutions Center

HR

Recruiting Payroll

Finance

Page 17: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Unified Service Management

Solutions Center

Unified ITSM Platform

Finance

RecruitingHR

Payroll

Page 18: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Cross-Functional Benefits

xUNIQUE EMAIL REDUCED COST EFFICIENCY

x

Page 19: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

End User Benefits

x

xShared Knowledgebase, Single Sign-On, and More…

Page 20: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Polling Question

Page 21: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

The Payoff?From ZERO to HERO!

Turnaround time for pay-related questions

xIMPROVED Productivity

50%decrease

Turnaround time for system

password reset >50%decrease

Page 22: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

The Payoff?From ZERO to HERO!

AdditionalBusiness Unitcosts

xLOWER Operational COSTS

>65%decrease

IT Service Management

tools $0

Page 23: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

How Do You Define ROI?

xIndividual Department Organization

Page 24: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

IT Now a Functional Brand!

STEP

ONE Maintain and improve achieved brand

Page 25: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

IT Now a Functional Brand!

Provide strategic value as “Solutions Center”

Help Desk Solutions Center

STEP

TWO

Page 26: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

IT Now a Functional Brand!

Knowledge sharingSTEP

THREE

Page 27: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

IT Now a Functional Brand!

Continue to add cross-functional value

Help Desk Solutions Center

HR

Recruiting Payroll

Finance

STEP

FOUR

Page 28: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

IT Now a Functional Brand!

How are we doing?STEP

FIVE

SURVEY

RESULTS

Page 29: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Lessons Learned: How to get from ZERO to HERO

• Envision your ideal Functional Brand• Is it time for change?• You’re not done yet – follow-up!

Page 30: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Key Facts

Founded 2007

R&D - Netanya, IsraelProduct & Engineering

HQ - Cary, NCSales, Marketing, Finance, Customer Success

FUNDED BYCarmel Ventures

Gemini Israel Ventures

480 CUSTOMERS

45 COUNTRIES

250%GROWTH YOY

Managing > 1 million assets

93 new customers in Q1 2014

2014 Service Desk Institute Best Vendor Award Finalist for Customer Service & Support

2014 Red Herring 100 North America Finalist

2014 OnDemand Top 100 “Ones to Watch”

Page 31: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

WE MAKE PEOPLE HAPPY.

WE BAKE-IN SPEED.

WE’RE RICH AND TASTY NOW . . .

BUT QUICKLY ADAPT TO CHANGING TASTES.

Page 32: From Zero to Hero:  The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.

Questions & Answers

© 2014 Samanage. All rights reserved.