Don Page CEO Marval group

Transcription

1 Transitioning from a reactive helpdesk to a proactive Service Desk Don Page CEO Marval group 15 th Feb 2010 University of Northampton

2 AGENDA How to transition from helpdesk to Service Desk How to demonstrate to the business and customers what a great job your team does What your updated Service Desk skill profile needs to be How you can - do more with the same or less How your new Service Desk can get more value out your 2nd and 3rd line teams

3 My ideal world Customers are kept informed & happy with the service Our IT infrastructure never fails Support teams always communicate & help each other Documentation is always up-to-date New Systems & Services go-live without a hitch Software applications never have bugs We never have to solve the same problem twice Staff resource is never a problem We know where all our computers & resources are & what s on them & what is dependent on what

4 The ICT Challenge Standardise delivery of IT services to the business Increased IT infrastructure & service reliability Increased control & auditability of the IT infrastructure & services Improved customer satisfaction & communication Make a direct contribution to the bottom line Improved service quality & reduced IT cost increased business value of IT supplier Improved accountability, governance & compliance

5 Question Why do our organisation and businesses invest in information technology?

6 Simply to do things Faster, More Reliably More Efficiently Cheaper Achieving Operational Excellence; balancing Risk, Service Quality & Cost

7 Options for improvement Do nothing - do what we have always done and get the same results Replace everyone Learn from other people and organisations who are far more experienced Exploit existing industry knowledge, best practices and standards

8 The right approach Adopt Adapt Continually improve

9 The organisation already think ICT is in complete control of the IT Infrastructure What a piece of crap wait till I get those ICT guys I love those IT guys

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12 Key customer wants A single point of contact with ICT (generally) The customer is ONLY interested in WHEN things WILL happen Their expectations managed & communicated Kept informed IT to jump when its most important (during critical business periods) They are NOT interested in HOW we do it 100% availability They are NOT interested in silly statistics (e.g. 99.9%) They want services expressed in BUSINESS terms NOT component terms & techno babble ICT to help make their life a little easier

13 Help desk or Service desk To act as a single point of customer communication, interaction and management of their expectations. The traditional helpdesk is typically reactive, acting as a barrier to 2 nd & 3 rd line support teams The Service desk takes a more proactive role

14 Wake up - Question If you started your own company today, using your own money, your own house as security

15 I asked this question last year

16 For most customers the Service desk is their only window on the level of service & professionalism offered by the whole department/organisation Don Page

17 Without a great Service Desk the whole ICT department is at risk Don Page

18 Who can exploit a service desk Any organisation public or private sector Any size Smaller organisations can reap benefits Greater dependencies on individuals Knowledge available to everyone

19 integrated service approach Customer self-service (Internet access) Telephone Personal Hospital Customers Adopting Common & accountable Processes Working practices Approach Language Metrics Reduced RISK Virtual Service Desk(s) Merging disparate support activities & partners Telecomms & Security Management Ward/Porter & Laundry Management IT/Clinical Systems Support Estates/ Transport Services 3rd Party & Supplier Management Sales, purchase, contract, cost & account management support CMDB Continual Improvement/Quality program A single solution; Partners working within a common Service framework

20 Functional, underpinning & process support

21 Fact The helpdesk needs to transition into a proactive Service Desk

22 The change in skills & skill mix will be stimulated by the following developments: Economic situation An increasing need to contain costs and to increase effective use of scarce resources An increasing demand for high quality & more business aware support services Legacy & new technologies, demanding a high level of flexibility & knowledge Customers more aware & demanding

23 WHY Business is nervous We need to promote organisational, stakeholder & customer confidence in ICT We have to add more value to the bottom line

24 The Service Transformation Journey Traditional IT Approach Technology focus Re-active (fire-fighting) Isolated silos Ad hoc/informal process Internal IT perspective Operational metrics Becomes New Approach Service & Process focused Pro-active/continual improvement Integrated service delivery team Accountable Governance model Business & Service aligned Service based end-to-end-metrics

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26 People - your key ingredient One of the organisations most expensive assets

27 Question Ensure you have a continual service improvement Plan in place?

28 Key Focus on selling, with evidence what a great job ICT do

29 ICT Continual service improvement model Continual service improvement model What is the Vision? Business Vision, Mission Goals & Objectives How do we keep the momentum going? Where are we now? Where do we want to be? Baseline Assessments Measurable Targets Continual service improvement How do we get there? Service & Process Improvement Did we get there? Measurements & Metrics

30 Technology; like a car, is a constantly depreciating asset Unlike PEOPLE who are an APPRECIATING asset Who only need the occasional upgrade to be more effective

31 Pragmatic team focus Alignment to Industry standards { Enlightened Are we doing the right things? Are we doing them the Best way? self interest Are we seeing the improvements - Have we the evidence to sell ourselves? Are we doing them well? Financial worth/value/benefit Level of Professionalism

32 2 nd line support group responsibilities Do not expect poor quality from your colleagues Lead by example Ensure records are up-to-date and accurate Follow process Actively contribute to improving the service

33 Work on the understanding If you can t prove you deliver a great service it - YOU DON T

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35 Our role is challenging

36 Reassess our teams skill profile Selection Criteria 1. Wants to be a IT service professional likes people 2. Wants to excel in what they do 3. Adds value to the team 4. Service & value focused 5. Quick & capable learner 6. Problem solving skills 7. Shows Initiative/innovator 8. Governance/compliance aware Core Competencies 1. Good communicator (verbal & written) 2. Process driven 3. Accepts personal accountability 4. Customer /Revenue/Service focused 5. Multi-skilled (+IT skills) 6. Results & quality focused 7. Commercial/Political/Cultural awareness 8. Adaptable/self motivated

37 The skills mix Develop the right skills Learn from & share experience Apply common sense Promote the right attitude Communicate & share knowledge

38 Work as a team not silos The customer sees ICT as a single entity

39 Learn to communicate in plain English I cannot work Virtualized cloud issue we may have a problem

40 Focus on keeping our promises to the customer It s important to keep a promise Because Broken promises can harm relationships The service desks word should mean something If the service desk keeps its promises Because Then They cause pain & stress customers & the business lose confidence The team will know they can depend on one another

41 Process Process is how we are supposed to work If its not delivering value IMPROVE IT, Don t ignore it

42 Ownership Each team has to own & take personal responsibility & accountability for the understanding, operation & maintenance of all related policies, process, procedures & communications required to perform their roles

43 Management focus Be honest with your self are my skills up-to-date? am i still adaptable? Do I sell my team Develop & surround yourself with people more skilled than you?

44 Customer check Are our customers needs the same or have they changed Do customers know what we do Are our current people & technical skills relevant & upto-date

45 Team Code of Co-operation EVERY member is responsible for the team s progress & success Attend all team meetings; be on time Listen to & show respect for colleagues views Criticize ideas, not persons Use & expect constructive feedback Resolve conflicts constructively Always strive for win-win situations Avoid destructive behaviour Ask questions when you do not understand 45

46 Dons top tip Key focus must be on the people who want to deliver a great service - not those who don t

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48 Dons top tip If you re an internal service desk you NEED to re-align your-self to become an internal outsourcer

49 Manager & Team leader has a responsibility to demonstrate to the business their teams valuable contribution to the business

50 Every team member has a responsibility to be accountable & provide the information in order for their manager to make informed decisions & demonstrate their teams valuable contribution to the business

51 Everyone; 1 st, 2 nd & 3 rd line has a responsibility to help their colleagues deliver an excellent service & support the Service Desk

52 Every Service specialist has a personal responsibility continually review & improve their skill sets YOUR SKILLS YOUR FUTURE

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54 Worldwide IT Service Management Standard & Best Practice Framework Your Organisations Continual Service Improvement Programme Also supporting related Standards e.g. ISO 27000/ISO19770, SDI

55 How would I describe ITIL in 3 words?

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57 How would you describe ISO20000 in 3 words?

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59 ITIL & ISO in 6 minutes Sorry this part of the Presentation is not available

60 Questions

61 The End Thanks for listening Don Page