SESSION 605 Thursday, May 11, 4:00pm - 5:00pm Track: Support Center Optimization. The Journey from Shift-Left to Pull-Right. Session Description

Transcription

1 SESSION 605 Thursday, May 11, 4:00pm - 5:00pm Track: Support Center Optimization The Journey from Shift-Left to Pull-Right Paul Strei IT Service Delivery Manager, Associated Bank paul.strei@gmail.com Session Description Shift-left has been used by the support industry to describe the process of enabling the service desk to solve incidents quicker by owning more resolution activities. As a service desk manager, you may be excited to see your team's resolution rate and morale increase as they feel empowered to resolve more and more incidents but shift-left is just the start. As support organizations investigate new ways to realign resources, they re under more pressure to resolve issues without escalation. In this session, you ll find out why it s now important to pull-right and harness a process where the service desk uses business intelligence to zero in on escalations and pull those upper-level resolution activities to the frontline. Speaker Background Paul Strei has been part of the IT support community for twenty years, serving in many diverse industries. He has volunteered his time with HDI for more than half of that time, serving at the local level as president of the Titletown local chapter and at the national level on the HDI Member Advisory Board as the national VP of finance. Currently, Paul is the service delivery manager for Associated Bank, headquartered in Green Bay, WI.

2 Session 605: The Journey from Shift-Left to Pull-Right Paul Strei

3 Paul Strei 20 years in IT Operations 10 years as an HDI Officer Service Desk Manager for Associated Bank National Finance VP HDI Chapter Advisor for Titletown HDI Local Chapter Other stuff! Other Stuff!!!!

4 Agenda Organizational Challenges Shift-Left Pull-Right Measuring Success Parting Thoughts Take-Aways Scorecards Directing a Philosophy Shift Talent Assessment

5 Organizational Challenges Not Enough Staff Budget Constraints Do More with Less Project Demands Changing Technology CIO Concerns Time to Market Speed and Flexibility were named as 2 of the top 5 concerns CIOs have going into 2017* Source:

6 Supply and Demand Resources KTLO Tier 1 Tier 2 Project Work The World We Live In Today Position Low High Average Level 1 $36,397 $52,289 $44,343 Level 2 $44,809 $63,809 $54,309 Desktop 1 $40,159 $60,928 $50,544 Desktop 2 $46,689 $66,849 $56,769

7 What Is Shift Left? The shift-left strategy focuses on moving issue resolution to the lowest cost level in the service and support organization, with a focus on resolution at the front line or at the closest point to the customer (level 1 and level 0). * * What Are Leaders Saying? Shift-left gives us the ability to leverage technology and implement processes to achieve a better customer experience and create a work/life balance for our colleagues by leveraging automation and utilizing resources that are already staffed across various shifts. - Jim Payne, Chief Information & Operations Officer

8 Shift Left The ability to shift-left provides the capability to improve customer experience by proactively identifying issues, shortening resolution times, minimizing impact, improving efficiency throughout the organization and reducing costs. Shift-left performs these activities at a level of the organization that is closer to the customer, improves speed/efficiency and reduces impacts to additional levels of the organization and colleagues. - Jim Knutson, SVP Director IT Operations What is Pull Right Complementing a shift-left strategy should be the counter to that pull right. Using data analytics, the Service Desk can identify the highest escalation items and go after them and pull those tasks back to the Service Desk. * * Yours truly!

9 Supply and Demand Resources KTLO Tier 1 Tier 2 Project Work KTLO Tier 1 Tier 2 Project Work Measuring Success Item/Task Driver of Task Next Steps - Notes Next Steps Completion Date Status Transition Date Final Status Annualized Shift Left Value Service Offering: Instant Issue Automation requested by SD Complete Complete 12/12/2016 Service Desk $ SalesPRO - customer name not showing Incident/ Problem Automation requested by SD Complete Complete 12/12/2016 Service Desk $ How to Update Teller Scanner ID_threshols.docx Incident/ Problem Automation requested by SD. Erik looking to automate some of the steps. Diane L working on transition to create an SSIS Packages 2/28/2017 In Progress In Progress $144.00

10 Measuring Success Measuring Success Service Desk First Line Rate (FLR) Cost Avoidance Customer Satisfaction (CSAT) Support Hours Allocation Trending Employee Satisfaction

11 Take-Aways Scorecards Directing a Philosophy Shift Talent Assessment Questions?

12 Parting Thoughts The shift-left / pull-right journey is changing the functionality of the Service Desk from incident solving only to a pure Tier 1 support function. Staffing considerations at the tier 1 level will need to account for more technical staffing usually reserved for tiers 2 and 3. The shift-left / pull-right journey needs to become ingrained in your culture.

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