continual service improvement: a journey to service excellence - david wright
TRANSCRIPT
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Introduction
David Wright Chief Value Officer Service Desk Institute @sdi_institute [email protected]
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Agenda
SDI Brand A question? SDI Best Practice Standard Service Desk Certification Questions
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SDI The Brand
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Mission, Vision, Philosophy and Values - 2016
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About SDI
SDI’s services and products are complementary and consistent with ITIL
SDI is the leading professional body for everyone working in the IT service and support industry
SDI was founded in 1988
SDI has over 900 global clients
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Our Mission
To inspire service desks to be brilliant
Shine: by demonstrating and delivering exceptional business value
Embrace: best practice to raise the quality of service delivery
Engage: with customers to create an inspiring and engaging service experience
Invest: in and empower their teams to be inspired, take action and be better
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Our Philosophy
To support our brand our philosophy is to..
Surprise | Delight | Inspire For our customers, each other and the community
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Global Reach, Customer Engagement
We reach our customers and the community globally either directly or through partnerships. We engage with our customers physically and virtually .
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Products and Services
#SDI17 Conference
Training & Qualifications
Best Practice Standards
SDI
Membership
.
Community Blog
Consultancy Services
Industry Events
Webinars
Service Desk Certification
Industry Research
#Shine Virtual Conference
Big Red Toolbox
Experience Events
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Services
Service Desk Certification Training and Qualifications
Assessment Certified Training
Certification Skills Workshops
Surveillance
Community ProfessionalServices
Membership, Conference Consultancy
Experience events, Webinar, Resourcing
Big Red Toolbox, Shine, Research Affiliated Partners
Vendors, Buyers Guide
Brand A
ssociation -Mission, V
ision, Philosophy, V
alues
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Q - What makes a brilliant service desk?
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Question?
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StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
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StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
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EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
Inspiringservicedeskstobebrilliant
EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
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ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business valueEmployees
Recruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
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ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business value
CustomersCreate advocacy - trusted partner - engage - visible - customer satisfaction programme - enable - keep promises - transparency - clear processes - service consistency - value creation - interaction - approachable - marketing - you said we did - business relationship management - business value
EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
Inspiringservicedeskstobebrilliant
ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business value
CustomersCreate advocacy - trusted partner - engage - visible - customer satisfaction programme - enable - keep promises - transparency - clear processes - service consistency - value creation - interaction - approachable - marketing - you said we did - business relationship management - business value
EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business valueCSI
Creative - reporting analysis - improvement planning - CSI register - community - networking - listen to the customer and staff - use staff insight - challenge the norm - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value
![Page 19: Continual Service Improvement: A Journey To Service Excellence - David Wright](https://reader031.vdocuments.net/reader031/viewer/2022030305/587311a11a28ab99088b7f79/html5/thumbnails/19.jpg)
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
Inspiringservicedeskstobebrilliant
ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business value
CustomersCreate advocacy - trusted partner - engage - visible - customer satisfaction programme - enable - keep promises - transparency - clear processes - service consistency - value creation - interaction - approachable - marketing - you said we did - business relationship management - business value
EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business valueCSI
Creative - reporting analysis - improvement planning - CSI register - community - networking - listen to the customer and staff - use staff insight - challenge the norm - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value
FinancialCost control - investment - ROI - efficiencies - opportunities - risk - lean - remove waste - financial reporting - business value
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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value
Inspiringservicedeskstobebrilliant
ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business value
CustomersCreate advocacy - trusted partner - engage - visible - customer satisfaction programme - enable - keep promises - transparency - clear processes - service consistency - value creation - interaction - approachable - marketing - you said we did - business relationship management - business value
EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business valueCSI
Creative - reporting analysis - improvement planning - CSI register - community - networking - listen to the customer and staff - use staff insight - challenge the norm - business value
StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value
GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value
FinancialCost control - investment - ROI - efficiencies - opportunities - risk - lean - remove waste - financial reporting - business value
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SDI Best Practice Standard
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BPS - 2016
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What is the SDI best practise standard?
A best practice standard available for service desks and IT support
Clear and measurable set of benchmarks for a service desk operation
Measures areas not included in ITIL or ISO 20000
SDI best practice standard is based on the European Foundation for Quality Management (EFQM) model
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The SDI best practice standard
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Enabling through improvement
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What you can define you can control…
Enabling through improvement
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What you can define you can control…
What you can control you can measure…
Enabling through improvement
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What you can define you can control…
What you can control you can measure…
What you can measure you can improve…
Enabling through improvement
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What you can define you can control…
What you can control you can measure…
What you can measure you can improve…
Enabling through improvement
Continual Service Im
provement
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What you can define you can control…
What you can control you can measure…
What you can measure you can improve…
Enabling through improvement
Continual Service Im
provement utility, warranty, business outcomes, service excellence
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What you can define you can control…
What you can control you can measure…
What you can measure you can improve…
Enabling through improvement
Business value
Continual Service Im
provement utility, warranty, business outcomes, service excellence
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Service Desk Certification
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SDC - 2016
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What is Service Desk Certification?
Adopting and aligning to industry best practice
A driver for continual service improvement Independent
validation and certification
Demonstrates that your support operation is dedicated to best practice
Skills development tool
Complements ITIL and ISO 20000
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You care about your customers, your people and the experience you deliver as part of you service.
You want to highlight your commitment to service excellence, your dedication to best practice and understand where best to invest in service improvement
In short, you want to be brilliant….. so do we
Because…
Why work towards a certification?
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Why benchmark?
Galvanise people and functional teams to collaborate and engage to deliver common goals
Improving customer perception
Demonstrating business value and return on investment
Improving staff engagement and morale
A driver for continual service improvement Evidencing the
quality of your service capability
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Why Did I invest In Certification?
As a differentiator for new business wins
To increased transparency to find areas of improvement help make the right priorities to improve customer satisfaction
To enable us to measure and improve the service desk's effectiveness against a globally recognised Service Desk standard
To demonstrate to both our customers and competitors that the support operation was truly dedicated to best practice
To provide an clear and measurable set of independent benchmark for the service desk operation for internal and external stakeholders
To highlight service excellence and gain industry recognition of our commitment to service
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The Certification Model
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SDC - 2016
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The EFQM Model
INTERVIEWS
ENABLERS RESULTS
People&
Management
Policy&
Strategy
Partnerships&
Resources
PeopleSa<sfac<onResults
CustomerSa<sfac<onResults
SocialResponsibility
Results
LEADERSHIP PROCESSES &
PROCEDURES
KEY PERFORMANCE
RESULTS
INNOVATION & LEARNING
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The Nine Concepts
1 Leadership - 40 criteria 2 Policy & Strategy - 48 criteria 3 People & Management - 44 criteria 4 Resources - 60 criteria 5 Processes & Procedures - 100 criteria 6 Managing Employee Satisfaction - 32 criteria 7 Managing the Customer Experience - 28 criteria 8 Management Information and Performance Results - 156 criteria 9 Social Responsibility - 16 criteria
Observations Customer satisfaction interviews Customer satisfaction survey People satisfaction survey
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Service Desk Certification model
Enablers Results
Innovation & Learning
Interviews
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Assessment Group Interviews Consensus Agreement
Certification Audit Group + Individual Interviews Objective Evidence
Surveillance Audit Group + Individual Interviews Objective Evidence + Improvement
Service Desk Certification Programme
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Surprise|Delight|Inspire
Programme Timescales
SCA
Assessment
On site .
2 Days Jan Feb Mar Apr May Jun Jul Aug Sep
9 Months
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Surprise|Delight|Inspire
Programme Timescales
SCA CA
Assessment
On site . On site …
2 Days 4 Days Jan Feb Mar Apr May Jun Jul Aug Sep
Certification Audit
9 Months 12 Months
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Surprise|Delight|Inspire
Programme Timescales
SCA CA SA1
Assessment Surveillance Audit 1
On site . On site … On site
2 Days 4 Days 2 Days Jan Feb Mar Apr May Jun Jul Aug Sep
Certification Audit
9 Months 12 Months 12 Months
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Surprise|Delight|Inspire
Programme Timescales
SCA CA SA1 SA2
Assessment
Surveillance Audit 2
Surveillance Audit 1
On site . On site … On site On site
2 Days 4 Days 2 Days 2 Days Jan Feb Mar Apr May Jun Jul Aug Sep
Certification Audit
9 Months 12 Months 12 Months 12 Months
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Surprise|Delight|Inspire
Programme Timescales
SCA CA SA1 SA2
Assessment
Surveillance Audit 2
Surveillance Audit 1
On site . On site … On site On site
2 Days 4 Days 2 Days 2 Days Jan Feb Mar Apr May Jun Jul Aug Sep
Certification Audit
9 Months 12 Months 12 Months 12 Months
Ongoing continual service improvement…. Ongoing continual service improvement….
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Audit Report
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Rating System
Minimum rating of 2.3 for each concept and 2.5 overall rating combined
Rating of 0.5 to 2.4 - Reactive, not certifiable Rating 2.5 to 3.0 - Proactive 2 Star Rating 3.1 to 3.74 - Customer Led 3 Star Rating 3.75 to 4.0 - Business Led 4 Star Rating 2 x 4* + 5* - World Class 5 Star
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Service Desk Maturity
Reactive 1 star - Non Certified Initial development Minimal statistics and reporting Fire-fighting Unable to change or influence operations Tools not helping Lack of process definition High staff turnover Staff feel under-valued Low customer and staff satisfaction Inconsistent service experience and perception of service Disengaged
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Service Desk Maturity – 2 star
Service strategy developed Structured processes and procedures Developing reporting and analysis ITSM systems effective Establishing consistent performance Training and staff development Developing communications with IT and business Stable staffing levels Improved service experience consistency
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Service Desk Maturity – 3 star
Critical success factors underpin strategyAccount management and reviewsCustomer surveys and reviewsSLAs and OLAs implementedKPIs linked to CSFsStaff reward and recognitionIndustry recognised measuresITSM systems integrationMature internal marketingConsistently high service experience
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Service Desk Maturity – 4 star
Service costs optimised and business value articulated High degree of empowerment and accountability Performance and reward related to business value Demonstrable management of business risk Reporting demonstrating consistently high level of service Focal point in ITSM processes Value add service experience for customers and staff Recognised as a significant business enabler
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Service Desk Maturity – 5 star
World Class Contenders Continual and repeatable business-led delivery Constantly reviewed and optimised services and operations CSI embedded into organisation Winning culture Though leaders
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Benefits
Benchmarking, tools for improved quality of services.
Marketing the Service Desk internally and externally.
Make the right priorities to improve customer satisfaction and advocacy.
Improved attrition and motivated people saving cost of hiring
Protection from managed service outscoring decisions. Proving the capability fits the long term businesses needs
Highlight service excellence and gain industry recognition of your service commitment
To provide a clear and measurable set of benchmarks for your Service Desk operation Increased transparency
to find areas of improvement and efficiencies.
Opportunity to evaluate the end the end service lifecycle across the support chain to drive further value
To measure and improve service effectiveness and maturity against the globally recognised Certification standards
To demonstrate to your customers and competitors that our support operation is truly dedicated to best practice
A differentiator supporting new business wins
To build trust, confidence and credibility
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The Certification Experience
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Join An Elite Community
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SDI