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© 2016 Proprietary and Confidential. Not to be distributed or reproduced ITSM Value. All rights reserved.
We Have An Unswerving Belief IT Can and Should
Deliver Value To The Business
Service Desk
Certification
A Case Study
© 2016 Proprietary and Confidential. Not to be distributed or reproduced ITSM Value. All rights reserved.
Who am I
25 years
industry
experience
Held senior
leadership
roles
NTT DATA
AT&T
BMW
PWC
Value &
business
outcome
Industry
recognised
advisor
Multiple
award
winning
© 2016 Proprietary and Confidential. Not to be distributed or reproduced ITSM Value. All rights reserved.
Achieved Black
Belt in 1990
age 18
Achieved 5th
Dan in 2012
age 40
Chairman &
Chief Instructor
England
InternationalNational Coach
Case study – client background
Why SDC for NTTThe Business Case
Challenges
The Audit
Value Outcomes
Why SDC for NTTThe Business Case
Challenges
The Audit
Value Outcomes
Everything was going wrong
Feeling frustrated / Low energy
Enjoy work
Achieve something
Leadership
Policy & Strategy
People Mgmt
Resources
Employee Satisfaction
Process & Procedures
Customer Satisfaction
MI & Performance
results
Social Responsibility
World Class
Why SDC for NTTThe Business Case
Challenges
The Audit
Value Outcomes
Objectives
Marketing Director
Business unit lead
Sales Director
The Team
Help build our brand
Align to the industry
Differentiate ourselves
Benchmark and learn
Stakeholders
Why SDC for NTTThe Business Case
Challenges
The Audit
Value Outcomes
Honesty
Understanding the
standard
Volume of Work
Your initial score
Your data
Preparation
Why SDC for NTTThe Business Case
Challenges
The Audit
Value Outcomes
Make sure you understand the standards
Align your evidence to EVERY question
Learn My Key objective
Work with it don’t defend against it
Never lose focus of your BAU
It’s a challenge, but rewarding
Alignment to other standards; ISO20000
Use the data
Communicate
Build a structured improvement plan
PLAN the enhancements
Don’t jump in with both feet
Think about your next visit
A fantastic achievement and
extremely fulfilling…….“
”
Why SDC for NTTThe Business Case
Challenges
The Audit
Value Outcomes
The outcomes
•Headcount
• Investment
•Cust Sat
•Social
• Inc Surveys
•Certifications
•Award Finals
Cost Neutral 0%
80%
0
5%
2
0
+37%
+14%
£2500 Bham Childrens hospital | Princes Trust | Local scout support |
ISO14001 | Local mentoring | 10+ Chartity events a year
100+
+95%
130+
10
0
1
3
4
•Award Wins
•Industry
World Class Some useful tips
Have a reason for going for SDC
Align stakeholders
Be honest with your
pre-assessment
Plan and prepare
Structure your evidence per
question
Instigate a managed CSI
approach
Share the data
Market and Promote your
success
THANK [email protected]
@Damianbowen
+44 (0)7966 485812
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