hdi capital area and corporate updates & mark fey "who moved my service desk"...
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HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" PresentationTRANSCRIPT
2/19/14&©2013&HDI.&All&rights&reserved.&
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Today’s(Speaker(
• Marc(Fey,(Cherwell(Soaware(
MARC FEY February 2014
WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times
MARC FEY February 2014
WHO MOVED MY SERVICE DESK? Embracing Change in Changing Times
WHAT CHANGE LOOKS LIKE
FORRESTER RESEARCH CIO FORUM IN
WASHINGTON, DC "
‣ Business Demands of the Perpetually Connected ‣ BT Explodes: Transforming Into Business-As-A-Service ‣ Driving Business Outcomes ‣ Real-Time Business: Happening At Last ‣ The CIO�s Role in Business Transformation ‣ Driving Business Growth With Better Data ‣ Business Demands of the Perpetually Connected ‣ Driving Business Transformation With Research Integrated
Collaboration Technology
‣ Business Demands of the Perpetually Connected ‣ BT Explodes: Transforming Into Business-As-A-Service ‣ Driving Business Outcomes ‣ Real-Time Business: Happening At Last ‣ The CIO�s Role in Business Transformation ‣ Driving Business Growth With Better Data ‣ Business Demands of the Perpetually Connected ‣ Driving Business Transformation With Integrated Collaboration
Technology ‣ Architecting Tomorrow�s Business Outcomes
THE BUSINESS
FORRESTER RESEARCH CIO FORUM IN
WASHINGTON, DC "
WHAT CHANGE LOOKS LIKE
‣ How Customer & Business Outcomes Will Drive Your Future ‣ Bulletproofing Your Customer Experience Strategy ‣ Winning the Customer Experience Game ‣ Evolving Role of IT: Inspiring Crazy Loyalty ‣ Lessons From Citizen Engagement ‣ Finding Social Business Value ‣ Driving Customer Experience into Your Business ‣ The Collaboration of Marketing and IT ‣ Simplifying How Technology Drives Business & Empowers Users ‣ Happy Workers Happy Customers
FORRESTER RESEARCH CIO FORUM IN
WASHINGTON, DC "
WHAT CHANGE LOOKS LIKE
‣ How Customer & Business Outcomes Will Drive Your Future ‣ Bulletproofing Your Customer Experience Strategy ‣ Winning the Customer Experience Game ‣ Evolving Role of IT: Inspiring Crazy Loyalty ‣ Lessons From Citizen Engagement ‣ Finding Social Business Value ‣ Driving Customer Experience into Your Business ‣ The Collaboration of Marketing and IT ‣ Simplifying How Technology Drives Business & Empowers Users ‣ Happy Workers Happy Customers
THE CUSTOMER
FORRESTER RESEARCH CIO FORUM IN
WASHINGTON, DC "
WHAT CHANGE LOOKS LIKE
WHAT THE CHALLENGE LOOKS LIKE
I & O CHALLENGES
FACING THE BUSINESS
GARTNER RESEARCH
“The business is dissatisfied with IT’s ability to meet the speed of the desired rate of change, and we know IT service complexity will increase.” (Gartner Research, 2014) Gartner concludes that “the service desk must become"more agile and drive a faster flux of new applications and end user needs. It must become a more dynamic business environment” (Jarod Greene, Principal Research Analyst, @jarodgreene) Organizations must improve their I&O maturity.
A PRODUCTIVITY JUGGERNAUT
In a recent Gartner survey of over 2,000 global executives, Gartner found that they these leaders believe they will need a 20% improvement in performance over and above the current levels to meet business objectives. "
WHAT THE CHALLENGE LOOKS LIKE
Place this information alongside two other pieces of research: • Over half of 23,339 surveyed ot handle the stress of
my job much longer” • And 61% of employees lack sufficient technology to
work effectively.
I & O CHALLENGES
FACING THE BUSINESS
GARTNER RESEARCH
“BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner) THE SOLUTION: EMPLOYEE ENGAGEMENT, …yours and the internal customers you serve. Research is clear: when employees are engaged, productivity skyrockets. So, these 3 key concepts become a starting point for increasing your IT engagement score and maturing your organization…to meet the productivity challenges before us… Call these STEPS ALONG A PATH
WHAT DO WE DO?
RESILIENCE INSIGHT
ADVOCACY "
A PRACTICAL APPROACH
CULTURE WINS
HALF EMPTY?
OR HALF FULL?
�Reply All� Bridgestone Commercial
WHO MOVED MY SERVICE DESK?
RESILIENCE INSIGHT
ADVOCACY "
RESILIENCE
�Alex Honnold� 60 Minutes
RESILIENCE INSIGHT
ADVOCACY "
�The power or ability to return to the original form, position after being bent, compressed, or stretched; elasticity; the ability to recover readily; buoyancy.� �The ability to learn—about yourself, about the world around you, about what it takes to adjust to, and to make, change.�*
Adaptive Capacity
RESILIENCE INSIGHT
ADVOCACY "
THE IMPORTANCE OF LEARNING For want of a nail the shoe was lost. "For want of a shoe the horse was lost. "For want of a horse the rider was lost. "For want of a rider the battle was lost."For want of a battle the kingdom was lost. "And all for the want of a horseshoe nail. -- Children�s nursery rhyme
Adaptive Capacity
Where do we start?
RESILIENCE INSIGHT
ADVOCACY "
Adaptive Capacity
ACTION: Initiate honest conversations about employee capacity (how are you doing), what is actionable today, what are the risks and opportunities? (“Resilience 1-page”)
INSIGHT �I see what I expect.�
Annie Dillard
Awareness Test
People and Context
RESILIENCE INSIGHT
ADVOCACY "
�While Einstein said he had no special talent aside from being passionately curious (and being possibly the smartest person ever), he also knew how to make time for insight--a skill that's scarce in our present cult of stimulation.� �When asked how he would spend his time if he was given an hour to solve a thorny problem, (Einstein) said he'd spend 55 minutes defining the problem and alternatives and 5 minutes solving it. Which is exactly opposite of what the vast majority of executives today would do.� �Einstein�s Problem-Solving Formula, And Why You�re Doing It All
Wrong�, Drake Baer, Fast Company, March 26, 2013.
FINDING INSIGHT
People and Context
RESILIENCE INSIGHT
ADVOCACY "
CUSTOMER FEEDBACK
RESILIENCE INSIGHT
ADVOCACY "
REFRAMING & RESHAPING THE TENSION ‣ �Collaborative and Supportive Environments enhance the creative & problem-solving processes.� ‣ �Purposive Reframing: Finding a lens through which the current reality can be reshaped into a healthier and more productive outcome.� ‣ �Sharpen an individual�s alertness to new information and his or her skill at �sense making� in the midst of confusion.�
Thomas, Robert J., Kindle Locations 430-431. Harvard Business Review Press.
RESILIENCE INSIGHT
ADVOCACY "
WHERE DO WE START?
WHERE DO WE START?
RESILIENCE INSIGHT
ADVOCACY "
ACTION: Initiate honest conversations about 1) Are we giving time to creative insight and problem solving, 2) Have we articulated “Who we serve,” “What is the context (physical & personal situation)?” and “How robust is our commitment to customer feedback?” (“INSIGHT 1-PAGE”)
ADVOCACY MINDSET Offer the Best Product & Services ‣ Intelligent ‣ Elegant ‣ Meets Needs ‣ Easy ‣ Delights
RESILIENCE INSIGHT
ADVOCACY "
Products:*Intelligent*&*Elegant
PRODUCTS STRENGTH
CHALLENGING QUESTIONS
Is our product intelligent
& elegant?
Does it meet today’s needs?
Is it easy to use?
Does it delight our
customers (and their customers)?
PRODUCT STRENGTH
RESILIENCE INSIGHT
ADVOCACY "
Services:*Intelligent*&*Elegant
SERVICES STRENGTH
CHALLENGING QUESTIONS
Is our product intelligent
& elegant?
Does it meet today’s needs?
Is it easy to use?
Does it delight our
customers (and their customers)?
SERVICES STRENGTH
YOUR LOGO HERE
Advocacy • Meets
needs • Easy to
use • Delightful
to our customers
RESILIENCE INSIGHT
ADVOCACY "
ADVOCACY SKILLS: Individual Skills
�Deep, mutually beneficial, & voluntary. Built on a basis of likability, trustworthiness, & quality. In order to be successful, you have to go beyond transactions; sell them on your dream.��(Guy Kawasaki)
GUY KAWASAKI �How to Engage and Enchant Your Customers”
RESILIENCE INSIGHT
ADVOCACY "
ADVOCACY SKILLS: Individual Skills ‣ Practical: �Duchenne,� the smile that
engages people ‣ Problem-solving: meet the need,
make it easy, tee it up for people to be delighted, if possible. ‣ Proactive & Purposeful: Default mode
is to advocate for the person you are serving.
GUY KAWASAKI �How to Engage and Enchant Your Customers�
RESILIENCE INSIGHT
ADVOCACY "
Management/Leadership Skills
...TEAM FOCUS (stay tuned…)
RESILIENCE INSIGHT
ADVOCACY "
WHERE DO WE START? ACTION: Evaluate the quality of your products and services (Meets needs, Easy to use, Delights). Discuss: Do we have a plan to develop individuals’ skills needed to deliver “customer advocacy services” (“ADVOCACY 1-PAGE”)
�If you want to build a ship, don�t drum up the men to gather the wood, divide the work, and give the orders. Instead,
teach them to yearn for the vast and endless sea.�� -- Antoine de St. Exupery
THANK YOU! If you would like the 1-page tools Email: [email protected] Subject: 1-PAGES