marketing your service desk, kirsty watson telefonica
DESCRIPTION
View the slides from our 'Marketing Your Service Desk' webinar by Kirsty Watson, Telefonica UK which was broadcast on 10 October as part of IT Service Week 2014.TRANSCRIPT
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?