The Poor Man’s
Service Desk
Dan Wilson, PMV TechnologiesPhil Gerbyshak, Robert W. Baird & Co.
Rules of the Game
• The 2 most important aspects of any successful business or department are:• #1 – Your People
• Focus on the “Meaning”
• #2 – Available Tools• Ask for everything• Don’t be afraid to fail
People – Rewards
It’s all about what you do And how you do it!
People – Rewards: What works?
HDI Rock StorySophie Klossner, HDI
People – Rewards: What works?
“Pizza Hut Story”Kirk Weisler
People – Rewards: What fails?
Awards Suck! “The Plaque Story”
“The Dundies” from NBC’s “The Office”
People – Rewards: What fails?
People – Retention: What works?
� “First Break All the Rules”, Marcus Buckingham
� Do I know what is expected of me at work? � Do I have the materials and equipment I need to do
my work right? � At work, do I have the opportunity to do what I do
best everyday?
�Knowledge Growth
People – Retention: What fails?
�Money as primary motivator
�Set it and forget it
People – Teambuilding: Works?
�Get to know your people
�Pot Luck or “Group Pay” outings
People – Teambuilding: Works?
“Give it some Heat!”
People – Teambuilding: Works?
“Chaos Theory”
People – Teambuilding: What fails?
�Focus on “the Stars”
�Not respecting/recognizing their differences
People – Training (Soft Skills)
�Local Library - Video from Library�Organizations that provide networking and
group support� HDI Meetings� Toastmasters� Writers Group� Experts “Internally”
�Magazines/Newsletters/Blogs/Podcasts�Note: Money ≠ Success
People – Training (Tech Skills)
� Strengths and Weaknesses� Free technical assessments – Online, Training Providers,
Tech/Trade Schools, etc.� Partner with Vendors
� Get NFR licenses and technical training for implementation� Understand your benefits� Leverage Enterprise Agreements
� Shareware & Beta Testing� Webinars� Lunch and learn Sessions
� Build relationships with others in IT
Tools - Call Tracking
�What works?� Gather requirements first
� Input, processing, reporting� Do not operate in a vacuum
�Sources� OpenSource� In-house
� Web Development� Access� SharePoint
� Find it cheap (ASP/Hosted solution)
Tools – Remote Control
• What works? – Just about anything• Cheap tools
• Dameware• VNC• MS Remote Desktop Connection
• Solicit Remote Assistance (Win XP)
• ZenWorks (Netware)• Radmin
Knowledge Base
�What works?� Owner on the team “Knowledge Administrator”� Process - KCS Framework� Do not operate in a vacuum
�Cheap Tools� OpenSource (hundreds of choices)� SharePoint/Wiki� In-house Built
� Web Development� MS Access
� Find it cheap (ASP/Hosted solution)
Tools - Patch Management
• What works? • Have a strategy, schedule, owner, and back-
out plan• Work with Network Admin/Desktop Support
• Cheap tools• Windows Software Update Service (WSUS)• Microsoft Automatic Update• ZenWorks (Netware)• VB Scripting• KIX Scripting
Tools - Strategy
�What works?� Know your database!� Get direct access to it (or befriend your DBA)
�Tools� Crystal Report� Microsoft
� Excel� Access� InfoPath� SQL Reporting Services
� Dynamic Web� Cold Fusion, ASP, CGI, PHP
Remember
• The 2 most important aspects of any successful business or department are:• #1 – Your People
• Focus on the “Meaning”
• #2 – Available Tools• Ask for everything• Do not be afraid to fail
Conclusion – No Easy Button
Q&A