hdi capital area one day leadership conference and vendor expo 2017

#HDICommunity #HDILeadership @HDICapitalArea

WelcomeHDICapitalAreaLocalChapterMay9,2017

Welcome to our One Day

Leadership Conference & Vendor Expo

October 20, 2017www.hdicapitalarea.com


Congratulations HDI 2017 Team Excellence Award Winner

Thank you for hosting today’s meeting!


Today’s Agenda9:00 am—10:00 am: Registration, Networking, & Vendor Tables Open (Continental Breakfast provided)

10:00 am—10:15 am: Welcome & Announcements

10:15 am—11:15 am: Travis Johnson - Building a Team Excellence Award Winning Service Desk

11:15 am—11:30 am: 1st Prize Drawing & Break

11:30 am—12:30 pm: Don Crawley - How to be a Compassionate Geek: Bringing Humanity Into the World of Technology

12:30 pm—2:00 pm: 2nd Prize Drawing* (Lunch Provided), Networking and Vendor Tables Open

2:00 pm—3:00 pm: Monica Morrison - A Service Desk Evolution: From Underperforming to High Performing in 180 Days

3:00 pm—3:30 pm: Refreshment/Dessert Break and Vendor Tables Open

3:30 pm—4:00 pm Closing Remarks and Prize Drawing*

*Must be Present to Win


Thank You HDI Capital Area 2017 Sponsors!!


HDI Capital Area on Social Media!

Look for us on:Facebook www.facebook.com/hdicapitalareaLinkedIn www.linkedin.com/groups/119555Twitter@hdicapitalarea


Updates from HDI Corporate

October 2017


What’s Hot at HDIUpcoming HDI Leadership Forums• Dallas, TX: November 13-16

– Higher Education Forum• Find out more at ThinkHDI.com/Forums

November Webinar• Tuesday November 14, 1:00 – 2:00 pm ET• Communications – When You Need Them Most• Find out more at ThinkHDI.com/events/webinars

Industry Awards Nomination Deadline• Tuesday, October 31st

• Learn more at http://www.thinkhdi.com/events/awards.aspx


Don’t Forget to Take the HDI Audience Survey!• Deadline is Friday, November 3• Take the survey here• All survey respondents will be entered in a drawing to receive one of

three $100 Amazon gift cards!

Upcoming Events• FUSION Conference & Expo: Orlando, October 31 – November 3,

2017• HDI Annual Conference & Expo: Las Vegas, April 10 – 13, 2018

Upcoming HDI Training Opportunities• Stay tuned! Within the next two weeks we will be announcing our 2018

HDI Certification Training calendar!

What’s Hot at HDI


OCTOBER 31 –NOVEMBER 3, 2017

Orlando, FL | #SMFUSION

itSMF USA and HDI welcome you to the best annual event for service managementFew industries progress as rapidly as IT service management. Your success hinges on the ability to adapt and evolve with an ever-changing technological landscape—because when it comes to the capabilities of the organization, no one provides more value to the customer than those in service

management. So, are you ready for the future?

With eight learning tracks, speakers, and networking activities, the FUSION 17 Conference & Expo has everything you need to succeed in the next generation of service management.


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. Questions: [email protected]

THERE IS A NEW SHORT FORM TO KICK OFF YOUR NOMINATIONS * YOU DO NOT NEED TO BE A MEMBER

1. Go to http://www.thinkhdi.com/events/awards.aspx2. Select Analyst or Desktop to review the nomination criteria and submit your online nomination by October 24th. The nomination form requires only the following:

• Help Desk Analyst/Desktop Support Technician’s Name, Company & Contact information• A paragraph describing the individual’s achievements (why you are nominating them)• Nominator/Manager’s name and contact information

3. Once you have completed your nomination, we will send instructions to complete the application. The local chapter Analyst of theYear and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for theglobal 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.

HDI proudly acknowledges Robert Half Technology as the premier sponsor of the HDI Awards program. Since 2004, Robert Half Technology has given award finalists the opportunity to be honored as leaders within the technical support industry, attend the industry's leading conference, learn and grow in their professions, and network with peers from around the globe.

With over 120 locations worldwide, Robert Half Technology provides on-demand technical expertise through a full spectrum of IT staffing services –from project, contract-to-hire and full-time staffing, to managed IT services and IT solution consulting. To learn more about Robert Half Technology’s staffing solutions or start your job search, visit roberthalf.com/technology.


HDI Capital Area 2016 Analyst & Desktop Support Technician Nominees


Lee Weekley: HDI Membership TestimonialI have been an HDI member for many cherished years. Being an HDI member has not only advanced my career but also added value and meaning to my life personally.

Professionally, HDI has been one of the most valuable associations I have ever joined. I started off my career as a tier one service desk agent over 25 years ago and I am now a Vice President of Information Technology because of HDI. As I was progressing through my career, every time I would encounter a challenge I would turn to HDI and its team of experts who were always there to answer my questions. The HDI Community, training and certification programs have increased my knowledge and enabled me to be proactive at work and to resolve issues. Additionally, becoming part of the HDI family also opened endless doors for me for networking and contacts which opened tremendous opportunities for career advancement.

More importantly to me is the personal side of my store. As I noted before HDI is one big family. I never felt this more than when I had my stroke and was in the hospital. I lost my ability to walk, talk, write and was really down. I really needed encouragement and support. At my lowest time in my life, who was there for me but my HDI family. I was so surprised to see my HDI family showing up day after day in my hospital room and others sending me gifts, flowers and cards with words of encouragement. I was receiving notes and letters of encouragement from HDI members from across the globe who I didn’t even know. It lifted my spirts so much it gave me the courage to force myself out of that bed and to go on. HDI was so helpful and was there for me in my time of need. You see that is so much more than just a membership organization. This was HDI in one of its finest hours.

You see HDI is not just a membership organization, it is a family or caring and loving people across the world that care about each other and get to know each other. I am proud to be a member of and I would not trade my membership with this organization for anything. These people are my family, my friends and I am proud to call them MY HDI! It’s not just a membership, It’s a life changing experience.


Congratulations HDI 2017 Team Excellence Award Winner

Thank you for hosting today’s meeting!


About Travis JohnsonSession 1 Speaker

Travis Johnson, Help Desk Manager at MITRE, has over 15 years of experience leading multiple IT teams. Through years of experience, Travis has developed a passion for customer service and dedication to building high preforming teams. He is relentless in applying new techniques and skills that will provide the best customer experience while maintaining strong, cohesive and effective teams.


About Don CrawleySession 2 Speaker

Don R. Crawley, CSP, Linux+, and IPv6 Silver Engineer, is a professional speaker and author. He works with organizations who want their IT and other technical staff members to master people skills including customer service and communication. He is author of seven books on subjects ranging from Linux servers and Cisco firewalls to love, compassion, and customer service. Don holds the National Speakers Association CSP (Certified Speaking Professional) credential, held by less than 12% of professional speakers worldwide. In addition to being a best-selling author, he has spoken before audiences in all 50 US states and Canada, plus Great Britain, Scotland, Ireland, Australia, India, and the Sultanate of Oman. He serves on the Technical Advisory Committee for South Seattle College and Everett Community College and is on the Board of Directors of NSA Northwest. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.


About Monica MorrisonSession 3 Speaker

Monica Morrison is an accomplished IT Service Management professional with over 22 years of experience in the technical support industry and over 16 years of management experience, specializing in implementing industry best practices and technology that have improved service and support in large companies as well as non-profit organizations. She has extensive experience coaching and mentoring individuals and building strong, cohesive teams that achieve results. Monica is a high energy, passionate leader with a relentless pursuit of excellence. She has a remarkable strategic vision and focus on customer satisfaction, process improvement, team building and motivation, and solutions implementation. Monica holds ITIL and HDI Support Center Manager Certifications, and she currently serves as the VP of Logistics for the HDI Capital Area local chapter.


Matthew Emmer,HDI Capital Area Analyst of the Year 2016

Matthew Emmer has made a huge impact at the Service Desk since joining a little over a year ago. Matt was quickly promoted to a level 2 coordinator prior to his one year review due to the commitment, pride and his willingness to ensure every one of our customers is completely satisfied with the service they are provided. Our leadership team is constantly motivating everyone to be innovators, striving for 100% satisfaction from our customers. Matt continues to take these opportunities head on, which showcase his ability to engage others, spark new ideas, be an influential leader on our team, improve existing processes, and continue communications and collaboration with our business partners that exceed their expectations. In addition, Matt has helped streamline the services we deliver to our members. Along with Matt’s ability to provide new and exciting ideas to move the Service Desk forward, he always ensures providing superior customer service is his number one priority. Matt frequently receives compliments from customers he has assisted over the phone, as well as in person. Our customers specifically request Matthew not only because he previously exceeded their expectations but because he is a great listener. Listening is one of the core qualities Matt uses to build a phenomenal relationship with our customers day in and day out.


Daniel Palmer, HDI Capital Area Desktop Support Technician of the Year 2016

Daniel Palmer is a top producer out of my 23 direct reports Punctual to a fault Consummate IT Support Professional Embodies and lives out the principles of "Customer Service" Truly committed to delivery of excellent Customer Care Willingness to go above and beyond to ensure total customer satisfaction is attained at each contact Always willing to give more of self to team and customers Absolute team player Abundance of infectious positive energy One of my go-to Stars in times of crisis


Ed Solis, HDI Capital Area Officer of the Year 2016

HDI Capital Area Local Chapter Officers are proud to nominate Ed Solis as Officer of the Year. Ed previously served our chapter in our leadership council for one year. Ed's passion and dedication to HDI, as well as his willingness to step in to assist our board led to Ed's appointment and election to the board as Secretary. Ed's service exemplifies the heart of our HDI community. Ed is an IT professional that cares for others, shares industry knowledge, nurtures those around him and is dedicated to the success of fellow members and officers. Ed's unwavering passion and dedication to others demonstrates the value HDI membership brings to members both professionally and personally. As an officer, Ed is described by his fellow board members as: creative, dedicated, passionate, dependable, organized, encouraging, supportive and loyal. Also, did we mention Ed bakes pies and plays guitar?


Annual Awards & Team Building Luncheon

• Will be in December 2017• Stay tuned for Dates and

Details

© 2017 The MITRE Corporation. All rights reserved.ApprovedforPublicRelease;DistributionUnlimited.CaseNumber17-3960

| 1 |

Travis Johnson

Building a Team Excellence

Award Winning Service Desk

| 2 |

© 2017 The MITRE Corporation. All rights reserved.

Established to Serve the Public Interest

1958established

not-for-profit

&sciencetechnology

conflict-freeenvironment

Part of the ecosystem of federal research centers

| 3 |


Today We Operate Seven FFRDCs

National Security

Engineering Center

Center for Enterprise

Modernization

Judiciary Engineering and Modernization

Center

CMS Alliance to Modernize Healthcare

National Cybersecurity

FFRDC

Center for Advanced

Aviation System Development

Our customers benefit from our breadth of experience

Homeland Security Systems Engineering and

Development Institute

| 4 |


Understanding FFRDCs

Serve as channels of expertise to advance government missions

publicinterest

long-termrelationship

strategicpartner

objectivity &independence

| 5 |


Our Employees

Our employees have a passion for public service

7,400employees

62%advanceddegrees

25average years

experience

12years average

tenure

| 6 |


Our Capabilities

Focus on innovation, collaboration, and results

science &mathematics

sciencessocial

problem solvingcritical

systemsengineering

| 7 |

IT Service Management

| 8 |


Enterprise Computing, Information, & Security

Services Portfolio

| 9 |


Service Assurance Center

§ Formed in 2003 to provide “unbiased” oversight of IT operations

§ Serves MITRE employees by providing:

– Corporate Help Desk Services

– IT Monitoring & Reporting

§ Service Level Management

– ITIL process improvement

– Performance & Testing

– Site Services

| 10 |

The MITRE Help Desk

| 11 |


Travis Johnson

Help Desk Manager

• 15 years of IT

experience

• Built out 3 service desk

• Music is always on

• I have been to 26 of 30

baseball stadiums

• I was an Army medic

before starting my

career in IT

• I LOVE to travel

• Married 12 years with 2

kids (5 and 10)

| 12 |


Five Functions

of a successful team

Results

Accountability

Commitment

Conflict

Trust

Setting common goals

and rewards

Maintaining transparency about

results and rewarding

successful employees

Boosting peer-to-peer

accountability

Determining functions,

outcomes and regular

communication

Encouraging individuals to

express their ideas

Based on The Five Dysfunctions of a Team by Patrick Lencioni

| 13 |


Our Common Goals

§ Provide timely and accurate

resolution to customers’ issues

§ Look for opportunities to transition

support activities to first level

§Meet our established KPIs

§Maintain a highly trained staff

§Continual service improvement to

ITIL processes

Trust

| 14 |


MITRE Rewards

SPARK An immediate, easy, personal way for project,

portfolio, and people leaders to show appreciation to

employees

SPOT Recognize individual or team efforts around project

and program accomplishments that are "above and

beyond" the norm for their day-to-day job.

Director, Officer,

President’s

Recognize individual or team that exemplify a MITRE

corporate goal or value

Team Board Technical Knowledge – Figuring out a solution to an issue and

providing that information to your coworkers.

Staying Classy – Going above and beyond the call of duty for a co-

worker or the department in general.

Help Desk Service Medal – issued by management for standing out or

volunteering to cover for a coworker.

Surveys – Survey points are awarded when someone receives a good

comment.

Trust

| 15 |


§ Monthly Knowledge Sharing

– Process change suggestions, ideas to improve moral, share metrics, ideas to improve

– Embrace ideas and discuss!§ Subject Matter Expert Roles

– Working with product and service owners– Feeling part of the bigger team – Having input in product and service development

Knowledge Sharing

And

SME Program

Conflict

| 16 |


CLEAR Conversations

Commitment

| 17 |


Training our Team

§ New Employee Training

– 40 hours total – Teaching the basics

§ Conduct bi-annual skills gap analysis

– Employee self analysis– Manager employee analysis

§ Weekly Training

– Focus on skill gaps – New product releases or updates

§ Bi-annual team builders

– Half day to focus on help desk vision, immersing in our customers work

Accountability

| 18 |


Reporting our Work

Results

§Monthly Metrics Reporting

– Department, Knowledge sharing, Employee monthly conversations

§Quarterly Metrics Reporting

– Division, Department, Knowledge Sharing, Employee monthly conversations

§ Transparent with our MITRE

community

| 19 |


Help Desk Service Quad Chart

Plans/Evolution• Develop and promote Self-Service support in an effort to improve

customer support options while reducing operational costs• Evaluate support model for external customers• Evolution toward Service Desk model

Estimated Costs (FY17 Provisional)

FTEs XX

Labor ($K) XX

Fringe ($K) XX

ODC ($K) XX

Depr ($K)

TOTAL ($K) XX

Cost per user XX

Service Description• Single point of contact regarding incidents, service requests and

information, providing first-line investigation, diagnosis and resolution where possible.

• Assist employees in using the information infrastructure and its tools effectively.

• Provide support and guidance for CI&T products and services• Provide 24x7x365 access to self-service knowledge base• Provide multiple channels for support: phone, email, voicemail,

solutions café, chat and webHours of Operation: M-F 7:00 a.m. – 6:00 p.m.

Callback service M-TH 6:00 p.m. – 10:00 p.m.

SLAs/MetricsKey Performance Indicators (KPIs)

KeyPerformanceIndicator Target FY17Avg.customerwaittime(phone/chat)

<60seconds 180seconds

Abandonedrate <5% 8%FirstContactResolution(FCR) 70% 70%FirstLevelResolution(FLR) 80% 82%ServiceQuality(Avg.surveyscore– outof100%)

95% 95%

*Excludes after-hours and weekends

| 20 |


Service Features

Single Point of Contact

Contact distribution channels

ChatVoice Online

Supporting ~8,200 customers in 70+ sites around the world

- that use 100+ applications and services on both PCs and Macs

24/7 access to a robust knowledge management system

| 21 |


Help Desk Tools

ITSM Tool

– Cherwell Service Management for ticket tracking and distribution

Knowledge Resources

– Support Analyst Portal§ Knowledge Base

§ Trending FAQs (Most Viewed)

– Sharepoint Team Site§ Access to schedules and SOPs

§ Outage notifications

– Desktop alerts for major incidents and situational awareness

Contact Management

– Advanced ACD system§ Skills-based call distribution

§ Queue management for phones, and voicemail

§ Real-time reporting for metrics

§ Web Interface for Call recording/ monitoring

§ Full teleworking capability

Additional Tools

– Asset Inventory & Reporting (DTS)

– RSA administration– Account administration – Bomgar Remote Assistance– VTC support tools

| 22 |


September 2017

Daily Volume

| 23 |


Help Desk Sept. 2017

Service at a Glance

Measurement GoalJuly2017

Aug2017

Sept2017 Vs.Goal FY16

FY17YTD

Volumefortheyear

IncomingContacts 10,153 10,133 10,064 106,851 113,489

Avgphonewaittimeinminutes

1:00 6:52 2:48 4:32 2:05 3:06

Callabandon% 5% 13% 6% 11% 8% 9%

AvgTalkTimeinminutes

8:30 8:30 8:37 8:50 9:00 9:00

FirstContactResolutionPhone,Portal,Email,Chat&Café

70% 63% 70%

ServiceQualityAverageSurveyScore

95% 96% 97% 97% 95% 96%

ResolveSLAmet 90% 91% 92% 93% 89% 91%

ResponseSLAmet 90% 92% 95% 94% 97% 95%

18 18 18

WorkingDays 20 23 21

FirstLevelStaffEmployed:19Frontline+3Techleads.

13-MonthTrend

100%106%

%ofFYthathaselasped

Thisyrcomparedto

lastyrvolume

| 24 |


Handled Contacts By Contact Type Trend

| 25 |


Why customers contact the help desk

| 26 |


Service Desk KPIs

Measurement Goal July2017

Aug2017

Sept2017 Vs.Goal FY16 FY17

YTDECISTickets 8,270 9,096 9,363 93,222 101,453

FirstLevelResolution 80% 79% 79% 78% 63% 81%

ResolveSLAmet 90% 87% 88% 90% 86% 87%

ResponseSLAmet 90% 90% 93% 93% 92% 92%ServiceQualityAverageSurveyScore

95% 96% 97% 97% 95% 96%

SurveyResponseRate 19% 19% 17%Excludes CompuCom, CompuCom Mobility, & InfoSec Customer Engagement

13-MonthTrend

| 27 |


The Help Desk and Shift Left

- Giving back service hours to tier 2/3 to work on projects and service improvements

* $ based on industry standards

| 28 |


Shift Left Success Story

65%

82%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Increased CI&T first level resolution rate

65%70%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Increased first contact resolution rate

By using the shift

left strategy,

customers received

faster issue

resolution by an

average of

57 hours

per week

Customer satisfaction

rate of over

| 29 |


Other considerations

§Always check agent

utilization times

§Celebrate the small,

medium and large things!

§ Thank at least 3 team

members daily!

| 30 |


In Closing…..

§ Ensure your team is built on trust

– Setting common goals

§ Everyone on the team should have a voice

– Embrace ideas and discuss!

§ Set clear roles and goals for your team

– Everyone should have a clear understanding

§ Share your results

– EVEN if they are BAD!

| 31 |


SESSION 406: SERVICE DESK EVOLUTIONFROM UNDERPERFORMING TO HIGH PERFORMING IN 180 DAYS

October 20, 2017

Monica Morrison

• Twenty-two years of ITSM experience• Customer service advocate• Focus on process improvement, team building, and solutions implementation • ITIL and HDI certified• VP of logistics for the HDI Capital Area local chapter

THIS SESSION WILL SHARE STRATEGIES ON HOW TO:

v BUILD A NEW OR TRANSFORM AN UNDER-PERFORMING SERVICE DESK TO WORLD-CLASS PERFORMANCE

v IMPROVE SERVICE DESK METRICS

v INCREASE CUSTOMER SATISFACTION

v BUILD A COHESIVE CULTURE THAT FOSTERS TEAMWORK AND KNOWLEDGE SHARING

v INCREASE STAFF RETENTION

v IMPROVE YOUR TEAM’S BRAND THROUGHOUT THE COMPANY

v BUILD TRUST IN THE ABILITY OF THE SERVICE DESK TO DELIVER SOLUTIONS

v OFFER MORE SERVICES AND PROVIDE ADDITIONAL VALUE TO YOUR COMPANY

Challenges We Faced…

The Service Desk was failing

• Customer service was lacking• Processes and procedures were out of date or not

implemented at all• Performance metrics were disappointing

• Customer satisfaction was at an all-time low• Other technology teams lacked trust in our ability to

perform • Our brand within the organization was beyond

damaged

Areas of Focus

Process

Technology

People

Enhance Performance

Build Teamwork

Increase Customer Satisfaction

We overcame real-world challenges around…

…by implementing solutions that work!

• Insufficient staffing – inability to handle the volume of work, customer dissatisfaction

• Lack of qualified staff – poor technical support and customer service skills

• Unprofessional atmosphere/not conducive to productivity – customer complaints and dissatisfaction

• Poor customer service culture – low customer satisfaction

Challenges Around People

• Lack of collaboration and teamwork – no sharing of ideas and improvements among analysts

• Analysts in different physical locations – dissention and disunity

• Lack of motivation and enthusiasm amongst the team – poor performance and low morale

Challenges Around People:

• Lack of accountability – no standards set for analyst availability resulting in high ASA and abandon rates, customer inability to meet deliverables and general customer frustration

• Poor staff scheduling – staff not properly scheduled to accommodate peak call times resulting in high ASA and abandon rates, customer inability to meet deliverables and general customer frustration

• Inadequate call and ticket handling procedures –inability to address customer issues properly and multiple tickets being created for the same issue, no documentation in tickets, etc.

Challenges Around Process

• No separation of roles and responsibilities for different service channels (e.g. queue management, self-service, and email duty vs. phone coverage) – poor distribution of tickets and long wait times for issue resolution

• No proper escalation process – long wait times for less skilled analysts to troubleshoot; issues going unresolved; customer dissatisfaction

Challenges Around Process

• No self-service technology in place to alleviate routine, mundane calls – High volume of unnecessary calls

• Under utilization of ITSM system capabilities (e.g. categories, templates, knowledge base, metrics reporting) – no accurate reporting to recognize trends; no ticket shortcuts, and no centralized repository for knowledge

Challenges Around Technology

• Wired headsets – Kept analysts stationary throughout the day and inhibited greater collaboration

• Insufficient ACD Programming/No Wrap-up time –Not enough time to properly document tickets

• Insufficient notification of system failures – Long wait times during major incidents and increased user and agent frustration

Challenges Around Technology

IMPLEMENTING SOLUTIONS THAT WORK!!!

Care about your team, get them motivated, make work fun, get involved!!!!!

Solutions Around People

• Determine staffing needs; use Erlang C formulas in Excel or resource management software

• Hire analysts with customer service attitude; professionalism and call center/technical backgrounds & Train and mentor those who don’t have call center or technical backgrounds

• Rearrange staff seating to create a professional atmosphere & pair analysts appropriately for mentoring and coaching to happen naturally

• Create customer service culture – lead by example; pair analysts who exemplify great customer service with ones who need to improve their customer service, post customer service and motivational quotes throughout your work area (have analysts find/choose quotes)


• Celebrate and champion customer service – Customer Service Week celebrations, customer service awards, praise boards, etc.

• Invest in customer service and technical training – ICMI has a great online product; HDI training; Online training as a less expensive option

• Reward excellent performance with morale events; gamification, competitions, and HDI analyst and desktop support technician of the year nominations


• Conduct teambuilding workshops and summits to encourage teamwork; reward team performance as opposed to individual performance; purchase books with teambuilding games, Myers-Briggs type testing

• Webcams, skype; office visits if possible; team meetings where everyone is tied in

• Career development planning; alternate role assignments; – let your employees know you’re concerned about their future; help your company by retaining good talent through internal promotions;

• Improve yourself – ask for feedback and accept constructive criticism, perform exit interviews and make improvements based on suggestions


Care about your team, get them motivated, make work fun, get involved!!!!!


• Research, Study, and Implement Best Practices in ITSM!!!!

• Require 75% - 85% availability for analysts depending on utilization

• Determine call traffic throughout the day using, workforce management software and ACD reports and schedule analysts accordingly

• Create procedures for call and ticket handling

• Delineate roles on the team such as queue manager. Assign email duty in shifts (weekly or monthly shifts work much better than daily and hourly)

• Create escalation processes (i.e. time to spend troubleshooting before escalating and how and when escalation tickets should be handled)

Solutions Around Process

• Utilize Technology, Utilize Technology, Utilize Technology!!!!

• Implement self-service technology, budget permitting –password reset is an inexpensive and easy win

• Utilize ITSM system capabilities (e.g. categories, knowledge base, surveys, metrics reporting)

• Use your metrics reporting to determine baseline and set goals, measure and improve performance

• Invest in wireless headsets for agents – inexpensive easy win – gives analysts the ability to collaborate more freely

Solutions Around Technology

• Experiment with wrap-up time needed after calls and program your system accordingly - increase ticket accuracy by giving analysts enough time to document issues and resolutions and provide more time between calls to give analysts time to breath which will improve customer satisfaction

• Use phone system to create major incident announcements to notify users when systems fail. Will cut down on calls and provide greater customer satisfaction by reducing wait-time frustration

Solutions Around Technology

• Customer Outreach – Hold regularly scheduled roundtables, trainings/brown bag sessions with your stakeholders for feedback and improvement

• Newsletters – Publish monthly or quarterly newsletters to inform staff of initiatives, projects, and other pertinent information

Building/Repairing Your Brand

Core Values, Mission/Vision Statements


• Get your Team Involved – have them create your core values, mission and vision statements• Distribute them to staff• Display them in your work area

Customer Service Week Celebrations Celebrate excellence in customer service and get the whole company involved


Customer Service Week CelebrationsBuilding/Repairing Your Brand

v World-Class Service Desk

v Increased customer satisfaction

v Great metrics, improved ASA, reduced abandon rate, and great survey scores

v Great brand throughout the organization

v Greater responsibility in the organization

v Other teams bringing work to the Service Desk

v Taking on Service Desk responsibilities for newly acquired companies

8125

784

893

2.41

0.52

9.52

11.11

0

2

4

6

8

10

12

14

16

0

100

200

300

400

500

600

700

800

900

1000

9/26/2014 3/20/2015

CallStats

Abandoned TotalCalls A.S.A A.H.T

RESULTS

v Pursue Excellence – Do not settle for mediocrity in yourself or your team

v Never stop learning and improving – Invest in HDI membership and take advantage of free seminars and local chapter events

v Certification and Training – Convince your organization of the value of HDI training and certification for you and your team

Advice for New Managers, Team Leads, Supervisors, and Analysts

Network – When attending conferences and trainings don’t be shy! Use every opportunity (breakfasts, lunches, breaks, and social events) to network with other industry professionals; Join ITSM management groups on sites such as LinkedIn to stay up-to-date with the industry


Get Involved Locally – Participate in your HDI and itSMF local chapter events


Love what you do – Bring passion and dedication to your work!!!


Questions

Heading to FUSION17? Come to my session

Session 406

Thursday, November 2 at 10:15am