hdi capital area meeting slides october 21 2016
TRANSCRIPT
Welcome!HDICapitalAreaLocalChapter
VendorFairandNetworkingEvent
October 21, 2016
Thank You HDI Capital Area 2016 Sponsors!!
What’s Hot at HDIGet Your Seat at the Next HDI Forum Roundtables:Join us to learn about HDI Forum membership as you collaborate with your peers to share thoughts, discuss challenges, learn the latest best practices, and more. They’re FREE to attend:
– October 31, 1:00 p.m. – 3:30 p.m. EST, Live at FUSION16– December 6, 12:00 p.m. – 1:30 p.m. EST, Virtual Event – Register today at ThinkHDI.com/Roundtables
Don’t Forget to Submit Your HDI Industry Awards Nomination:- Nominate someone at: ThinkHDI.com/IndustryAwards- Hurry! Deadline for nominations is October 31st
There’s Still Time! Apply for the 2016 HDI Team Certified Awards: - HDI Team Certified: Is 80% of your team HDI certified? Then you qualify!- HDI Team Certified Pinnacle of Excellence: With 100% of your team HDI certified you
can cement your status among the support center elite. Apply today at ThinkHDI.com/HDITC
• November 1-4, 2016 • MGM Grand | Las
Vegas• FUSION shares a
similar format to our Annual Conference & Expo with an agenda specifically designed for those in IT service management
The Next Generation of Service Management
You Spoke, We Listened: Introducing Your HDI
New Membership Model Features Improved Benefits, Lower Price
Based on feedback from those in the tech support industry, HDI has overhauled and simplified its membership model! No more unnecessary member levels, no more confusing pricing structure, and no more unclear benefits.
We now have one membership level available for the new low price of $295 with a streamlined and improved set of benefits.
Check it out at ThinkHDI.com/Membership.
HDI Membership:Now More Connected Than Ever
Connect and collaborate with professionals who share your goals and challenges and gain exclusive access to the best industry resources—hand-picked by experts and practitioners. • News and articles• Industry research• Podcasts and webinars• Discussions• And much more
Only at the new HDIConnect!Connect.ThinkHDI.com
Analyst & Desktop Support Technician of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams.
• I encourage members to nominate your outstanding Analysts and Technicians by emailing the following information to Sandy Seroskie, by Friday, November 4, 2016 at [email protected]:
• Help Desk Analyst or Desktop Support Technician's Name & Contact Information• Company• A paragraph describing the individuals achievements (why you are nominating them)• Manager's name & contact information
The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology.
Next Meeting: Annual Awards & Team Building Luncheon
Maggiano’s Little ItalyTysons Corner Friday, December 9th, 201610:30 AM - 4:00 PM
Keynote: Phil Gerbyshak
Today’s Agenda
.9:00 am—9:45 am: Registration, Networking, & Vendor Tables Open
(Continental Breakfast provided)9:45 am—10:00 am: Welcome & Announcements10:00 am—11:00 am: Speaker – Kevin Smith11:00 am—11:15 am: 1st Prize Drawing & Break11:15 am—12:15 pm: Speaker – Jeff Rumburg12:15 pm—1:15 pm: 2nd Prize Drawing* (Lunch Provided), Networking and
Vendor Tables Open1:15 pm—2:15 pm: Speaker – Chris Wiggins2:15 pm—3:30 pm: Refreshment/Dessert Break and Vendor Tables Open3:30 pm—3:45 pm Closing Remarks and Prize Drawing*
Kevin Smith• Kevin Smith is responsible for the Service
Management Business Unit, Heat Software• Kevin has a deep understanding of the Service
Management • Kevin brings over 25 years of technical,
management, and executive leadership experience in technology and software businesses
• Prior to HEAT Software, Kevin has held positions as:• Vice President of Solutions Management at
Manugistics Inc.• Vice President of Operations at Avyx Inc.• Flight Design Manager with NASA at the
Johnson Space Center • Kevin holds a Bachelor of Science in Chemical
Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston.
Your Speaker: Jeff Rumburg
© MetricNet, LLC, www.metricnet.com
� Co Founder and Managing Partner, MetricNet, LLC
� Winner of the 2014 Ron Muns Lifetime Achievement Award
� Former CEO, The Verity Group
� Former Vice President, Gartner
� Founder of the Service Desk Benchmarking Consortium
� Author of A Hands-On Guide to
Competitive Benchmarking
� Harvard MBA, Stanford MS
0
Chris Wiggins
• Chris Wiggins, Support Operations and Knowledge Manager, Cherwell Software
• Over 18 years of Service & Support Desk management
• Chris has implemented multiple ticket tracking systems and knowledge bases
• Chris has a degree in Business Administration and certifications in ITIL, KCS Practices and HDI Support
De-MystifyingChange Management
Kevin J. Smith October 21, 2016HDI DC Chapter
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 2
Agenda
• Change Management is Unique
• Get a Good Start
• Tips for Success
• Traps to Avoid
• A Plan for the Future
© 2015 HEAT Software. All Rights Reserved. Proprietary and Confidential 2
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 3
Change: Not Just Any Process
Move beyond the Service Desk model
Change isTransformational
Take control of IT Infrastructure
Improves Service Availability
The key to proactive ITSM A true Driver
of Value forthe Business01
0203
04
05
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 4
Agenda
• Change Management is Unique
• Get a Good Start
• Tips for Success
• Traps to Avoid
• A Plan for the Future
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 5
Build a Foundation for Success
Select Change Assets carefully
Define and publish the Change process
Carefully track unauthorized changes
Form an empowered CAB
Name strong process owners
Path to World-Class Service Management
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 6
Define the Change Process
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 7
Form the right cross-functional CAB
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 8
Commit To Regular CAB Meetings
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 9
Change Requests are also Business CasesRequester:
Change ID:
Date:
Location:
Email:
Phone:
Service:
Summary:
Resources:
Known Risks:
Benefits:
CAB Date:
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 10
Agenda
• Change Management is Unique
• Get a Good Start
• Tips for Success
• Traps to Avoid
• A Plan for the Future
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 11
Don’t Make These Mistakes with Change Management
No Testing/No Backout plan
Too many Assets
No understood process
Unauthorized Changes are
tolerated
• Having a process defined is not good enough••Communicate, communicate, communicate
• Resist the urge to skip testing or have no back-out plan• Failed changes are a big impact to the business• Make this an organizational discipline
• Start with a core set of assets• Focus on support for critical services
••Perhaps the biggest poison to an IT organization••Be ruthless about eliminating all unauthorized changes
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 12
Agenda
• Change Management is Unique
• Get a Good Start
• Tips for Success
• Traps to Avoid
• A Plan for the Future
© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 13
What Does The Future of Change Hold?
Change Mgmtaligns the business
Speed isStrategic
Higher qualityservices
Key to WorldClass ITSM
Unification ofService &
Infrastructure
A New Era for IT
De-MystifyingChange Management
Kevin J. Smith October 21, 2016HDI DC Chapter
1 2
3
3
About MetricNet:Your Benchmarking Partner
1
Your Speaker: Jeff Rumburg
© MetricNet, LLC, www.metricnet.com
� Co Founder and Managing Partner,
MetricNet, LLC
� Winner of the 2014 Ron Muns
Lifetime Achievement Award
� Former CEO, The Verity Group
� Former Vice President, Gartner
� Founder of the Service Desk
Benchmarking Consortium
� Author of A Hands-On Guide to
Competitive Benchmarking
� Harvard MBA, Stanford MS
2
Benchmarking is MetricNet’s Core Business
Call Centers
Telecom
Information Technology
Satisfaction
� Customer Service� Technical Support� Telemarketing/Telesales� Collections
� Service Desk� Desktop Support� Field Support
� Price Benchmarking
� Customer Satisfaction� Employee Satisfaction
3© MetricNet, LLC, www.metricnet.com
28 Years of IT Service and Support Benchmarking Data
More than 3,700 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
4© MetricNet, LLC, www.metricnet.com
Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and across virtually every industry sector.
5© MetricNet, LLC, www.metricnet.com
Embracing KnowledgeBest Practices to Reduce Incident Volume
Chris Wiggins
I am a Technical Instructor at Cherwell Software, previously Operations & Knowledge Manager. My background includes over 18 years of experience managing Service Desks and Technology Training including, government, non-profit and for-profit organizations. I have a Bachelor of Science in Business Administration & Economics. As well as certifications in ITIL, KCS, and HDI Service Desk Manager.
Introducing: Chris Wiggins
Lesson Learned 1
Not learning about & adopting Knowledge Centered Support sooner
ITIL & Knowledge Centered Support KCSsm
ITIL••you need a strategy in
place to manage your organizations knowledge
KCS••the strategy to manage
your knowledge
Knowledge Centered Support
History••Developed by the Consortium for Service
Innovation in 1992
Details••http://www.serviceinnovation.org/ ••http://www.thekcsacademy.net/
Reason••Methodology & best practices for Knowledge
Management
What is Knowledge Centered Support?
Quick Exercise
In 60 seconds write down as many animals that are exactly 3 letters
Basic Troubleshooting Process
Seek to Understand
Capture in the Target Audience’s
Context
Search what we collectively know
If no Articles start to Analyze
Create a WIP Article and Research,
Collaborate with Others
Upon resolution publish to KB
Additional KCS Resources
Learn
••Get Training••HDI Foundations••HDI Principles
Explore
••KCS is Free http://library.serviceinnovation.org/
••But get trained ASAP for better comprehension
Lesson Learned 2:
Too concerned with crossing my eyes and dotting my tee's
Importance of Content
The Friday afternoon list
Effort••Creating new knowledge articles takes
so long
Time••I have to carve out time to do it. So I will
just add it to the list.
Value••By the time it is written it may no longer
be relevant
Focus on what really matters
Effort••Eliminate lengthy review and approval
processes
Time••How quickly are we getting new
knowledge to the team and customers
Value••Did the answer fix my problem or help
me
Lesson Learned 3:
Not letting the team define the knowledge capture process
Facilitation vs Driving
Facilitate
••Outline where you are at (point A) and where you want to go (point B)
Drive••let the team determine
on how to get to there
The Cherwell KCS Team
Lesson Learned 4:
Build it and they will come
Communication & Promotion
Team••Start internally within your team and then your department
Target••Don’t advertise to your customers until your team is using the knowledge
base for the majority of their work
Trial••Communicate out targeted knowledge articles to specific
groups/departments within your organization
Test••Include links or references to knowledge articles in emails to the customer
Triumph••Once you have a robust KB get new information in the customers hands
ASAP
Most people want to share
Lesson Learned 5:
Benchmarking & Tracking the wrong stats
(or a single stat in isolation)
You Get What You Measure
Goals•• You get what you measure, watch out for quotas!
Holistic
•• Define a score card (with your reps from your team) and make sure everyone knows and can easily see what’s expected
Open•• Don’t measure Knowledge as separate stat or KPI, blend it into your existing mix
Reinforce
•• Focus on positive! When a customer posts a positive comment or likes an article, have your system send an email to the article creator letting them know
Key Points
KCS••KCS is not just a fad - Software & Hardware companies have been doing
it for decades
Speed••Customers want solutions! the faster they get them the faster they can get
back to work
People••Knowledge is all about the culture and people
Share••(Most) People want to share, let them the a process to do so
Reward••Track and reward positive behaviors in a holistic view
Knowledge can’t be a project
Knowledge has to become who you are and how you provide support.
www.cherwell.com© 2015 Cherwell Software, LLC All Rights Reserved