towards the technology concierge

Kathryn Howard

Image source: batman wallpaper misanthrope86 www.fanpop.com

@KathrynHoward

http://about.me/kathrynhoward

The Service Desk isn’t perfect let’s reinvent it

Golly gee Batman,Our changes aren’t causing incidents& we don’t have many problems!

Robin, All’s well in Gotham

Burt Ward & Adam West “Batman” TV Series 1966-68

@KathrynHoward http://about.me/kathrynhoward

Guess again

Batman!

Lee Meriwether “Batman” TV Series 1966-68


Please, oh please, don’t make us call the service desk?

Image: Robert Runyon Wikipedia Commons


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93 % of CEOs believe that sustainabilityissues will be critical to the future success of their business.


TransparencyValueAgilityAvailabilityBYODSupport & Customer ServiceCompliance

CIO ChallengesJulie Newmar “Batman” TV Series 1966-68


Use your inner Catwoman to innovate• Support business objectives with IT

services where and how the customer wants it

• Navigate the technology landscape

• Deliver business value from technology

• Forge a partnership and become the trusted advisor



Image source: www.fanpop.com misanthrope86


@KathrynHoward http://about.me/kathrynhoward@KathrynHoward http://about.me/kathrynhoward

Diversity2020

Generation Major Trait Defining Innovation

Veteran Loyalty Fax Machine

Baby Boomer Competition Personal Computer

Gen X Self-Reliance Mobile Phone

Gen Y Immediacy Google & Facebook

Gen Z Hyperconnectedness Iphone apps

Diversity2020


Communication styles Tangible • print

• mail

• face2face

• phone

Flow of transmission• text

• e-mail

• profile updates

Eartha Kitt “Batman” TV Series 1966-68


Fixed on First

Speed to Answer

Call Abandonment

Availability 99.x%

Traditional Service Measures



Net Promoter Score2 Questions

How would you rate your customer experience 1-10?

And why did you give that score?

Julie Newmar “Batman” TV Series 1966-68


Promoters

Passives

Detractors

Net Promoter Score

0 1 2 3 4 5 6 7 8 9 10

NPS = promoters – detractors



I told you we need

Innovationnot more

Governance!

Adam West, Julie Newmar & unknown “Batman” TV Series 1966-68


I told you we need

Innovationnot more

Governance!


ISO/IEC 38500 IT Governance

PrinciplesResponsibilityHuman BehaviourStrategyAcquisitionPerformance



Do your research• Identify communities & collective

behaviours• Understand impact of change• Understand resistance &

attraction factors

ISO/IEC 38500 – Human Behaviour Principle

Diagram reproduced with permission Mark Toomey – author “Waltzing the Elephant”


Act upon it• Provide communication of intentions,

progress & outcomes• Provide training & facilitation• Involve stakeholders in change process• Provide engagement in planning &

implementation with meaningful constructive dialogue

• Incorporate enabling initiative in the plan

ISO/IEC 38500 – Human Behaviour Principle

Diagram reproduced with permission Mark Toomey – author “Waltzing the Elephant”


Penalty & blame cultureInflexibleBreeds process paralysisQuality delusion

SLAs


Create a customer centric engagement model

Service CharterJulie Newmar “Batman” TV Series 1966-68


Framework to outline services, overall standards and compliance requirements plus set expectations in business terms



OverviewWhat you do/service you provide

CommitmentsAccountabilityFairnessReliabilityTransparency

Customers Rights/ObligationsStandards – Aims w Targets/Goals

Metrics


@KathrynHowardhttp://about.me/kathrynhoward

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What would

Catwoman do?

Eartha Kitt “Batman” TV Series 1966-68


Unleash your

inner

Catwoman!

Michelle Pfeiffer “Batman Returns” 1992


Kathryn Howard

@KathrynHoward

@ITSM_Catwoman

http://about.me/kathrynhoward

[email protected]

Michelle Pfeiffer “Batman Returns” 1992

towards the technology concierge

Technology