better days thru better ways

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Better Days thru Better Ways Presented by The Donna Certified ITIL V3 Expert

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Ever had one of “those days” where you left the office two hours after quitting time and still had not checked one thing off your Task List for the day? We all have. Come discover how you can begin your journey to “Better Days thru Better Ways.” Presented at HDI Orange County by Donna Holt on 4/7/2010.

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Page 1: Better Days Thru Better Ways

Better Days thru Better Ways

Presented by

The DonnaCertified ITIL V3 Expert

Page 2: Better Days Thru Better Ways

A Typical Day at the Service Desk

Page 3: Better Days Thru Better Ways

The Customer Experience

• 10:03 – 10:07AM – First call from Mr. Smith

Page 4: Better Days Thru Better Ways

The Customer Experience

• 10:03 – 10:07AM – First call from Mr. Smith

• 11:55 – Noon – Follow Up with Tom Jones

Page 5: Better Days Thru Better Ways

The Customer Experience

• 10:03 – 10:07AM – First call from Mr. Smith

• 11:55 – Noon – Follow Up with Tom Jones

• 1:10 PM – Third call from Mr. Smith

Page 6: Better Days Thru Better Ways

The Customer Experience

• 10:03 – 10:07AM – First call from Mr. Smith

• 11:55 – Noon – Follow Up with Tom Jones

• 1:10 PM – Third call from Mr. Smith

• 1:15 PM – Second call to Tom Jones

Page 7: Better Days Thru Better Ways

The Customer Experience

• 10:03 – 10:07AM – First call from Mr. Smith

• 11:55 – Noon – Follow Up with Tom Jones

• 1:10 PM – Third call from Mr. Smith

• 1:15 PM – Second call to Tom Jones

• 1:35 PM – Call back to Mr. Smith; Mr. Roberts

Page 8: Better Days Thru Better Ways

The Customer Experience

• 10:03 – 10:07AM – First call from Mr. Smith

• 11:55 – Noon – Follow Up with Tom Jones

• 1:10 PM – Third call from Mr. Smith

• 1:15 PM – Second call to Tom Jones

• 1:35 PM – Call back to Mr. Smith; Mr. Roberts

• ….and the beat goes on…

Page 9: Better Days Thru Better Ways

How Could this have gone better?

• Confirm caller’s information

• Use the call reference number

• Set the caller’s expectations, by quoting the time frame

• Assign the ticket to the proper resource the first time by developing a Resource List

Page 10: Better Days Thru Better Ways

And…

• Being proactive, the Service Desk Agent should have followed up with the technician to get a status. If there is going to be a delay, contact the caller (Owning the Incident.)

And on and on and on….

Page 11: Better Days Thru Better Ways

There Must be a Better Way

• Process Improvement

• Continual Service Improvement

• Deming Quality Cycle

• Six Sigma

• CMMI

….Better Days thru Better Ways

Page 12: Better Days Thru Better Ways

The Proof is in the Pudding

• Results:– One of my customers increased their customer

base 30%; while only increasing staff by 10%– Another customer increased customer

satisfaction from 65% to 87% in less than one year

Page 13: Better Days Thru Better Ways

$$$ - The Bottom Line

• $25/call placed to the Service Desk

• Add in the cost of support teams

• Plus user’s production time lost (more than 3 hours and counting…)

Page 14: Better Days Thru Better Ways

The Competitive Edge

Organizations that continually seek to improve have a competitive edge over their competitors who do not follow that path

Page 15: Better Days Thru Better Ways

Process Improvement Projects

• Must be driven by strategic organizational goals

• Well-designed processes produce outcomes that are expected, efficient, effective and keep customers/users happy

• They produce long-term results• Must consider their effect on other existing

processes

Page 16: Better Days Thru Better Ways

Begin at the Beginning

“The first step toward success is taken when you refuse to be a captive of the environment in which you first find yourself”

-Mark Caine

Page 17: Better Days Thru Better Ways

Define Areas of Improvement

ITIL’s 4Ps of Service Management

• People

• Process

• Product (Technology)

• Partners (External Support)

Page 18: Better Days Thru Better Ways

People

• Leaders vs. Managers

• Corporate Return on Investment

• Staff Retention

• Managing our Support Teams

• Customers’ Perception (REALITY)

Page 19: Better Days Thru Better Ways

Process

Process errors account for 80% of all Incidents reported to the Service Desk (Human Error account for the remaining 20%)

Page 20: Better Days Thru Better Ways

Product (Technology)

To ensure high levels of Availability, we must have processes in place in the following areas:

• Maintainability

• Serviceability

• Replacement

• Capacity

• OLAs

Page 21: Better Days Thru Better Ways

Partners

• Underpinning Contracts must be maintained and levels of service enforced

• Vendor Selection Criteria

Page 22: Better Days Thru Better Ways

Scope

• Before making changes to a process, you need to understand the whole process from start to end

• Start with the users of the process

Page 23: Better Days Thru Better Ways

I.D. Points of Pain

Prioritize according to:

• Quick Wins

• Urgency– Production– Customer PERCEPTION

• Budget

• Other Resources

Page 24: Better Days Thru Better Ways

Process Selection

• Eliminate processes that do not contribute to your goals

• Identify your 30 most used processes– Call Handling– Service Requests– Access Change Requests

Page 25: Better Days Thru Better Ways

Obtain Approval to Proceed

• Create a Business Case

• Obtain Approval

• Determine Critical Success Factors– What will success look like– Can we measure it?

• Market your project– Change is always threatening– I.D. a “Champion”

Page 26: Better Days Thru Better Ways

Investigate

• Examine the activities from beginning to end

• Identify weaknesses and potential problem areas

Page 27: Better Days Thru Better Ways

Communicate

• Create a list of possible improvements

• Meet with users/customers to test and get feedback

• Convince them that they will be better off if we implement these improvements

Page 28: Better Days Thru Better Ways

Implement

• Use ITIL Change Management Practices

• Automate what you can

• Don’t forget– Testing (UAT)– Training– Communication– Customer Satisfaction (REALITY)

Page 29: Better Days Thru Better Ways

In Conclusion

Well-designed process:• Produce predictable outcomes that are

efficient, effective and keep customers/users happy and productive

• Eliminates “Islands of Knowledge”• Easier adherence to “Regulatory

Compliance”/Report ability• Easier to automate

Page 30: Better Days Thru Better Ways

Thank You for Attending

The Donnawww.TheITILMind.com