service desk vision

7/25/2019 Service Desk Vision

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www.servicedeskinstitute.com

Building your ServiceDesk Vision

Session & WorkshopHoward Kendall, Founder,

SDI


2/26

www.servicedeskinstitute.c

Agenda

A & E now, can do better!

"ave a world class service desk vision

#onsidering strategy, per$or%ance, outco%es t's about the (E)(*E & B+ VA*E

#o%%unity-consu%er trends & e$$ects

Be a brand.

What should learn to be ready $or $uture/

Some ideas from me..some work from you!

2


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0ust like this!#asualty anyone/

1riage

2stresponse

3eassurance

#on$idence

4i5 /

*onger ter% support

(revent/ 3#A & Eli%inate

3


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The Future?

Bring your own

device (BYOD) isstandard

Self healing andself awaremachines

Rootics in several!elds" #vatars at$o%O& and 'O

*hat *+'' we

su&&ort,


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1he 6World #lass' Service Desk 7

#riteria 1o achieve 6World #lass' status each conceptre8uires a 9ES rating $or all its associated

criteria:

Leadership

Policy and Strategy

People

Partnerships and Resources

Processes

People Satisfaction Customer Satisfaction

Key Performance Results

Social Responsiility

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1he 6World #lass' Service Desk 7

(rinciples1o achieve 6World #lass' the service desk %ustachieve ;


7/26www.servicedeskinstitute.c

1he World #lass Service Desk

Continual Improvement

#ontinual %prove%ent is de%onstrably

e%bedded in all processes, pro?ects,

%ethodologies and %ost i%portantly

people! 1here is clear recognition that there is

always roo% $or i%prove%ent and that

business change %ust be re$lected by

continual operational change and develop%ent!




Culture

1he culture displayed shows a tangible

co%%it%ent to 8uality and value7added

delivery, which is pervasive across the

organisation! 1he culture encourages a positive

attitude, energy, co%%it%ent, openness,

tea%work and a constant appreciation o$ the

need to i%prove and %eet changing business

needs!




Success

Success is clearly de$ined, understood,

advocated and ai%ed $or by all stakeholders! t

is %ostly achieved and regularly e5ceeded! t is

usually de$ined in business ter%s rather than

operational %etrics and can clearly link the

value delivered $ro% the Service Desk to

business or organisational success!


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Wow factor

1he Service Desk has built or i%ple%ented an

innovative new product, service, approach or

$unction that %arks it out $ro% other

organisations! 1his is appreciated by the

organisation and custo%ers alike as delivering

value and is not si%ply innovation $or its own

sake!


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www.servicedeskinstitute.c11

SD# Service Desk @aturity @odel

Value added "I

innovative

#usiness value achieved

$%cellent understandin&

'ood (asic support

Firefi&htin& tech issues


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#o%%unity & #usto%er 1rends

Apple store

(ret a @anger

A%aon

App stores-cloud

3yanair

B data!!on 9).

CB@ Ask a $riend!

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#uild Community )u( * drive it++

Community , Communicate - essentials


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)bsess about Brand/

What do you ad%ire about Brands/

1hink o$ yourselves AS a Business &

Brand. (lympics) #pple)

What do you stand $or/

Sell it, protect it, be consistent

Be very proud, big up and keep it going

to raise your street cred


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1he 3ole o$ 1S@ and 1*/

Selective usage

Balanced and service led

Value and 3) $ore%ost

(ri%ary (roble%, #hange, ncident, S*As to

support Communityand Service Desk


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A%aon

(rice, B! and 0a$$e, D! CF>>G 61he Best Service s Ho Service'


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se o$ @anaged, Shared or Ird

(arty Services/ #loud and services consolidation will drive %ore

acceptance

Sea%less opti%isation o$ service as a goal

Sel$ help and sel$ healing predo%inate

S%aller players e%erge with $le5ible %odels

#osts being driven down

ood learning source $or all Servicedeskers


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Su%%ary

Stop A & E

#reate your 4uture vision & strategy

4ollow, $ocus on per$or%ance, outco%es, costs

(E)(*E & BSHESS VA*E

Build and drive a co%%unity

*earn obsessively or be a victi%!!

SD can help.

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Workshop $or you

Establish 6current %odel' service desk thru

discussion

"ow to set custo%er goals-bi integration and

keep current

"ow to set BV@ and continually i%prove

"ow to identi$y & develop skill-resource needs

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artner and 1 Business Value

http:--

www!youtube!co%-watch/vJB0K4Lbho,

applies to 9) too!!

Strategy, kill and i%prove/ "eineken e5a%ple!

(er$or%ance, i%prove service support,delivery

)utco%es, better business return, value, low

cost @easure the BSHESS %etrics bespoke

Support (E)(*E, not technology

20

21
http://www.youtube.com/watch?v=GBJQF_bGhzohttp://www.youtube.com/watch?v=GBJQF_bGhzohttp://www.youtube.com/watch?v=GBJQF_bGhzohttp://www.youtube.com/watch?v=GBJQF_bGhzo


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21

)ow do you market your achievements to

the rest of the (usiness? ore

innovation?


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www.servicedeskinstitute.c22

*earning $or Service Desk 3ole/

Business & #usto%ers, obsessively

Business Value @etric Develop%ent

Social @edia usage and techni8ues

@obile & re%ote support

Mnowledge at the speed o$ light.

@anaged, shared service strategies

Be an e5pert in so%ething, know about everything!!


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Aviva's Business (rocess Aligned 0ourney

/011 /211 /113 /213/313 /013

ITSMMaturity Manual /

Lag /Reactive

Discussins

ITSM Maturity/!ut"ate# /

Lea# /$ractive

Invest"entDiscussins

IT Service "wnership #usiness 4rocess 5li&ned

IT Service &t

Service

&taturity

6

I

/uality

7

8

1

3

0

2#ctivelymanage

+Services

-ma&&ed

+Services

/ilot

com&letedwith -

usinessareas

/rovided *e&rocesses to

+ S+/ toidentify

usinessim&act

e.g. Revenuelost" 01

hours lost

-2ma&&ed

+Services


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1o be able to illustrate in business language

a how a Service is Designed C#apability!

b how a Service is actually operating versus!

c how the business need it to operate to %eet their plans!

When we achieve the above, we create the ability to identi$y the

correct invest%ent areas $or 1 Service %prove%ent, linked to

business service bene$it!

(urpose

%usiness $rcess Sell Mtr $licy

+ Service 3ours'ost

Business 3ours'ost

Business +m&act$urrency e.g.

24 5 67"Revenue82 19ternal

$ustomers+m&acted


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9 4roven Strate&iesIn#uctin Training

&Managing T'e$syc'lgical

(ntract

)n*t'e*+,Training

&-uali.catins

StSill

Devel"ent

(areer

Manage"entRutes

TrainingMentring

Secn#"ents &S'a#ing

Lng Ter"Devel"ent$rgra""es

!ssess"ent (entres4r Successin

$lanning

!rentices'is


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www servicedeskinstitute c

Who does your tea% work $or/

4ro% Barclays SD #on$ presn %%erse your tea%s in the culture and branding o$ your custo%ers

Bring the business to the% awareness o$ their co%%ercial strategy,

goals and principles will shape the service they deliver

nvest in business-co%%ercial develop%ent as well as technical

*ive in your custo%ers' world 7 through e5changes and visits

Align your custo%er satis$action scores by your custo%er depart%ent,tea%, individual! ive the% the opportunity to recognise and reward

their 6stars' in the Service Desk!

Align per$or%ance not only to internal e$$iciency and 8uality %easures

but also take $eedback directly $ro% your custo%ers regarding the

6health' o$ your Service Desk depart%ent!

-4 : *here everyody knows YO;R name. Do you know your customers,: 2

service desk vision

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