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Does your IT department have a perception problem within your organization? As IT professionals, it’s easy to feel undervalued and under-appreciated by your peers throughout the organization. This may seem like an insurmountable issue, but with the right tools, you can quickly change minds while becoming more efficient! Listen to the recorded webinar to learn how Shvonne Williams, Director of IT Services at MediFit Corporate Services, was able to turn around her team’s image and transform the IT department into a strategic business partner within the organization. What you'll learn: -Your “functional” reputation – why you should care & how you can improve it. -Maximizing the impact of your ITSM Solution - The must haves and nice to haves when considering alternative solutions. -Thinking beyond IT – Move beyond the “break-fix” perception and contribute to organizational goals. Presenter: Shvonne Williams, M.B.A. Director of IT Services, MediFit Corporate Services With more than ten years’ experience, Shvonne has implemented new systems to increase efficiency, enhance collaboration, and improve reliability and productivity. In her current position, Shvonne supports over 1,000 employees. With a passion to drive organizational change using technology, she was able to evolve the help desk from a group most tried to avoid to an employee-centric solutions center. Shvonne holds a Bachelor’s degree in Networking and Telecommunications and an MBA in Technology Management.
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© 2014 Samanage. All rights reserved.
© 2014 Samanage. All rights reserved.
Welcome
Webinar: From Zero to Hero: The Path to IT Service Excellence
May 27, 2014
© 2014 Samanage. All rights reserved.© 2014 Samanage. All rights reserved.
Shvonne WilliamsDirector of IT Services, MediFit Corporate Services
Our Presenter
© 2014 Samanage. All rights reserved.
Am I in the wrong room?
© 2014 Samanage. All rights reserved.
BrainBranding and Influencing Decisions
©2012 BrainBranding™ LLC
© 2014 Samanage. All rights reserved.
We Are Salespeople. We Have Customers.
OPENfor business
Help Desk
© 2014 Samanage. All rights reserved.
My A-Ha Moment: IT as a Brand
Help Desk
Solutions Center
© 2014 Samanage. All rights reserved.
What Can IT Do To Effect Change?
xTake responsibility Analyze dataWhere do we stand?
© 2014 Samanage. All rights reserved.
Driver for Change: Perceptions
xPERCEPTION REALITY
© 2014 Samanage. All rights reserved.
Polling Question
© 2014 Samanage. All rights reserved.
Perceived State to Desired State
ZERO… HERO?Why be a When you
can be a
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Current Solution No Longer Working
Help Desk Solutions Center
CURRENTITSM Solution
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Process for Change: Checklist
Must Have’s Nice-to-Have’s
Service management
Cross-functional use
Mobile device auditing
Asset managementContract, license,subscription mgmt.Knowledge baseHelp desk supportScalabilityExisting infrastructureintegrationNo maintenance/upkeep
© 2014 Samanage. All rights reserved.
Do Your Research!
xRESEARCH COMPARE NARROW
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Ease of Use, Customer Experience
Easy to use?Little/no training required?Positive customer experience?
x
x
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Appealing to Different Thinking Styles
©2012 BrainBranding™ LLC
© 2014 Samanage. All rights reserved.
Growing ROI “Beyond IT”
Help Desk Solutions Center
HR
Recruiting Payroll
Finance
© 2014 Samanage. All rights reserved.
Unified Service Management
Solutions Center
Unified ITSM Platform
Finance
RecruitingHR
Payroll
© 2014 Samanage. All rights reserved.
Cross-Functional Benefits
xUNIQUE EMAIL REDUCED COST EFFICIENCY
x
© 2014 Samanage. All rights reserved.
End User Benefits
x
xShared Knowledgebase, Single Sign-On, and More…
© 2014 Samanage. All rights reserved.
Polling Question
© 2014 Samanage. All rights reserved.
The Payoff?From ZERO to HERO!
Turnaround time for pay-related questions
xIMPROVED Productivity
50%decrease
Turnaround time for system
password reset >50%decrease
© 2014 Samanage. All rights reserved.
The Payoff?From ZERO to HERO!
AdditionalBusiness Unitcosts
xLOWER Operational COSTS
>65%decrease
IT Service Management
tools $0
© 2014 Samanage. All rights reserved.
How Do You Define ROI?
xIndividual Department Organization
© 2014 Samanage. All rights reserved.
IT Now a Functional Brand!
STEP
ONE Maintain and improve achieved brand
© 2014 Samanage. All rights reserved.
IT Now a Functional Brand!
Provide strategic value as “Solutions Center”
Help Desk Solutions Center
STEP
TWO
© 2014 Samanage. All rights reserved.
IT Now a Functional Brand!
Knowledge sharingSTEP
THREE
© 2014 Samanage. All rights reserved.
IT Now a Functional Brand!
Continue to add cross-functional value
Help Desk Solutions Center
HR
Recruiting Payroll
Finance
STEP
FOUR
© 2014 Samanage. All rights reserved.
IT Now a Functional Brand!
How are we doing?STEP
FIVE
SURVEY
RESULTS
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Lessons Learned: How to get from ZERO to HERO
• Envision your ideal Functional Brand• Is it time for change?• You’re not done yet – follow-up!
© 2014 Samanage. All rights reserved.
Key Facts
Founded 2007
R&D - Netanya, IsraelProduct & Engineering
HQ - Cary, NCSales, Marketing, Finance, Customer Success
FUNDED BYCarmel Ventures
Gemini Israel Ventures
480 CUSTOMERS
45 COUNTRIES
250%GROWTH YOY
Managing > 1 million assets
93 new customers in Q1 2014
2014 Service Desk Institute Best Vendor Award Finalist for Customer Service & Support
2014 Red Herring 100 North America Finalist
2014 OnDemand Top 100 “Ones to Watch”
© 2014 Samanage. All rights reserved.
WE MAKE PEOPLE HAPPY.
WE BAKE-IN SPEED.
WE’RE RICH AND TASTY NOW . . .
BUT QUICKLY ADAPT TO CHANGING TASTES.
© 2014 Samanage. All rights reserved.
Questions & Answers
© 2014 Samanage. All rights reserved.