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About me…
30 yrs Customer Service30 yrs Customer Service Management experienceManagement experience Creator of Super Help DeskCreator of Super Help Desk Disney FanaticDisney Fanatic Motorcycle RiderMotorcycle Rider
A little about my company
Founded 1890400 employeesUnique OwnershipGolden Gate Bridge is part of our
historyCommunity minded culture
About my Help Desk Single Point of Contact for Internal Support Service Catalog:
New Accounts Operations Bank Security Facilities Telecom IT (Hardware/Software) ATM
Customer Service Driven Staff of 4 with 95 years Company experience
My team is HDI Certified
Our Mission Statement
Deliver exceptional customer service in a timely manner and keep our
customers performing at the highest level of productivity
My CIOStarted with the company in 1968 & always in IT
Old school: Punch cards Switchboard phone line IBM 360 Computer Call everyone for help
New School: Virtualization VoIP iPad Call the Help Desk!
What 43 years in IT will do to you
…and he’s still smiling!
How to get to the CIO circa 2002
CIO
Application Support Manager
Project Manager responsible for the Help Desk
Help Desk Operations Manager
Most Requested Metrics Average Speed to Answer Abandonment Rate Response time for email Average number of email exchanges to resolve an
incident First call resolution rate Fully burdened cost per incident
1. Chat2. Email3. Phone4. Walkup
Source: 2010 HDI Practices & Salary Survey
What does my CIO care about? Being informed…no surprises! Acknowledging the call quickly and meeting the
original target date while communicating with the customer until the call is complete.
Completing the service the first time…no reopened calls.
Uptime
What about my metrics??
What do I care about?
Giving excellent service 100% of the time FCR Growing knowledge Staff burnout Teamwork/cohesiveness Being of value to the organization (job security) Uptime
We are the voice of the End User…
Get a seat a the BIG table How are you perceived? Brand YOU Use your natural talents Get CLOUT!
Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”
Clout…
• Knowledge Champion• Communication Central• People Connector• Crisis Manager• Queen of the CYA
Where I go… HDI Connect LinkedIN Mashable TechWeb CIO Magazine Twitter Feed I follow:
Hashtags: #custserv, #leadership, #management #ITIL #HDI #ITSM #SM
Business: @CNETNews, @techweb, @Gartner @thinkhdi @TechRepublic @wired
Keeping updated… Local HDI Chapter Meetings Software User Group meetings Industry Publications Webinars
Share what you learn!Your CIO keeps up on trends in the industry and you should too.
Remember to bridge the gap daily because you have a very valuable perspective: your Customers.
Mission Statement + CSF (Critical Success Factor)
+ KPI (Key Performance Indicator)
= $$$ savings
Now I’m speaking his language!
Source: Malcolm Fry The Power of Metrics for Optimal ITSM Performance 2011
Metrics on a Mission
Translation:
Mission Statement: Deliver exceptional customer service….keep our customers
performing at the highest level of productivity+ CSF: Resolve incidents as quickly as possible
minimizing impacts to the business + KPI: Percentage of incidents closed by the Help Desk without reference to other levels of
support= $$$ Savings! Fewer calls to second level
For the CIO…
He gets metrics he needs, he knows he’s one of the first to know when we have downtime (CYA), he has
an understanding from the End User perspective.
….and for me?
I now have a CIO I can talk to about projects, ideas, and department
issues. There is still a layer of management between us, but I have a direct line to him when
necessary.
Where are we now? He asks me who is in my network that I can ask XYZ about Disaster Recovery Communication Central Management Committee - monthly IT Division Meetings – bi-weekly SRJC Community College Advisory BoardI am a player at the big table (thank you Brenda Iniguez!)
Take-away Find a commonality between you and your CIO - your ice
breaker Understand what language they are speaking and learn
key phrases – ROI? TCO? Align your goals with the company’s goals – be strategic
but remember to speak from the end user perspective Get your foot in the door of projects – your feedback can
sometimes make or break a project Discover your value and report on it – Communication?
DR? Problem Management?
After all of this…..Meet Rich. He’s my new CIO. He started two weeks ago
so I’m going to do this all over again.