Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 1
Service Desk & Support
Services
Alan McCarthy
Pink Elephant EMEA Ltd
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 2
Our Value Proposition
To provide Service Desk Improvement Programmes,
(rejuvenation/revitalisation) consulting led delivery:
assess, improve, implement
Including provision of managed, flexible, motivated,
intelligent Pink Elephant employees to supplement or
replace current permanent, agency or contracted
resources in Service Desk/Support.
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 3
Key Client Problems our Serviceis designed to Solve
Demotivated, under performing staff Low first time fix rate Service Desk ‘churn’ - contract resource Lack of knowledge transfer/management Lack of process & process automation Over resourced Service Desk Lack of out of hours service No/poor relationship with customer base Poor Service Desk Leadership/Management Lack of Career progression
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 4
Key Client Problems our Serviceis designed to Solve
Poor perception of Service Desk (from User Community)
Poor perception of IT Leadership (Reputation) Poor perception of IT as a whole
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 5
Features & Benefits
• Help clients to improve overall Service Desk service provision
• Help move beyond just Incident Management
• Look to continuously improve services
• Management of staff: motivation / morale / rotation / training /
leave/sickness
• Assist with tool requirements identification (if required)
• Assist with tool selection process (if required)
• Assist with provision of resources for SD tool implementation /
integration (if required)
• Market leading education to support Career Path Development of
Service Desk team
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 6
Features & Benefits
Recruitment is a criticalMostly GraduatesGood Technical skills / IT Literacy, but……….
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 7
Features & Benefits
InductionCompany ValuesITSM SimulationABC of ICT (Attitudes, Behaviour, Culture)ITIL Foundation
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Features & Benefits
Three Year Charter – An ITSM Apprenticeship
Year 1Induction – ITSM Simulation, ABC of ICT, ITIL FoundationSDI – Service Desk AnalystTechnical and Communications Training as required
Year 2ITIL Intermediate – Operations, Support and AnalysisPRINCE2 FoundationTechnical and Communications Training as required
Year 3ITIL Intermediate – depending on rolePRINCE2 PractitionerTechnical and Communications Training as required
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 9
Features & Benefits
Field Management
Responsible for about 25 analystsWell being of on-site staff – Regular Appraisals through 1 to 1sReduces vital ‘Management time’ from Client ManagerResponsible for performance, SLAs, and KPIs
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 10
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 190%
20%
40%
60%
80%
100%
120%
Energy/Motivation/Drive
Months
Features & Benefits
Staff Rotation
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 11
Features & Benefits
Supernumerary
8+ staff Managed Service? – we give you 9
In-built contingency for sickness, holidays etc
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 12
Features & Benefits
Knowledge
Our people have access to a vast amount of knowledge
ATLAS – hundreds of documents/ templates/ spreadsheets/ presentations etc, etc
Back-up from the world’s best Service Management Consultants
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 13
Features & Benefits
Off-Shore Capability
South Africa Based (+1hr Timezone)Great English - UK GraduatesEntirety with on-site desk-side supportPeaks & TroughsRatio of 4:1-SA costs v UK Costs
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• Provision of analysts, team leaders and management level resources
• Reduced Client Management Time
• Reduced Cost – through better processes
• Focused Improvement Programme
• Experience & Skills
• Supporting organisation – Access to Documentation repository (ATLAS)
• Better Customer Satisfaction
• Improved perception of IT
• Improved relationships with key lines of business
• Service Ethos – leading the way…
What’s in it for you?
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 15
Pink Elephant’s Values Charter
Our Professional Values (WE WILL);• Be customer focussed (in mind and in all we do)• Be positive and supportive at all times• Take responsibility for delivery• Behave honestly and ethically• Be truthful and straightforward• Act with professional integrity• Use opportunities to educate and develop our customers• Share constructive feedback and seek continuous
improvement• Be accountable for results• Demonstrate our commitment to our colleague’s success
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 16
Pink Elephant’s Values Charter
Our Values Towards the Business (WE WILL);• Build proactive relationship with the business• Be tolerant of business and personal pressures• Seek to understand their, their priorities & needs• Focus on delivering value• Ensure we are accessible and quick to respond• Be empathetic – see things from their point of view• Not snipe or make critical comments behind their backs• Engage in joint problem solving• Give high quality, constructive tailored advice• Communicate on a regular basis• Share ideas, opportunities, knowledge and resources• Position our services proposition as a Strategic Asset• Be “one team” as a function
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 17
Pink Elephant’s Values Charter
Our Values Towards Each Other (WE WILL);• Convey mutual respect at all times – for human rights
and individuality• Be polite, positive and professional• Handle our differences in a rational manner• Prevent discrimination and harassment• Share knowledge for the benefit of the whole team• Avoid blaming others, not shout at others or belittle them• Engage in mutual support when others are facing
difficulty, pooling our skills and valuing teamwork
Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 18
Our SD Service Offerings - Packaged
Strategy•ABC Workshop•Leadership Development •Coaching & Mentoring
Vision•Visioning Workshop•Communications Planning
Assessment•SD Assessment (EFQM/SDI)•PinkSelect•PinkVerify•PinkReady•PinkView
Plan•Service Desk SIP•Resource Planning•Tool Roll Out
Build•Project Roll Out•Recruitment, Induction•Team Building
CSI•Metrics & Reporting•Measure & Review•Performance Monitoring•Governance & Control