Continual Service Improvement: A Journey To Service Excellence - David Wright

www.servicedeskinstitute.com

Inspiringservicedeskstobebrilliant

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Introduction

David Wright Chief Value Officer Service Desk Institute @sdi_institute [email protected]



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Agenda

SDI Brand A question? SDI Best Practice Standard Service Desk Certification Questions



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SDI The Brand


Mission, Vision, Philosophy and Values - 2016



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About SDI

SDI’s services and products are complementary and consistent with ITIL

SDI is the leading professional body for everyone working in the IT service and support industry

SDI was founded in 1988

SDI has over 900 global clients



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Our Mission

To inspire service desks to be brilliant

Shine: by demonstrating and delivering exceptional business value

Embrace: best practice to raise the quality of service delivery

Engage: with customers to create an inspiring and engaging service experience

Invest: in and empower their teams to be inspired, take action and be better



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Our Philosophy

To support our brand our philosophy is to..

Surprise | Delight | Inspire For our customers, each other and the community



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Global Reach, Customer Engagement

We reach our customers and the community globally either directly or through partnerships. We engage with our customers physically and virtually .



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Products and Services

#SDI17 Conference

Training & Qualifications

Best Practice Standards

SDI

Membership

.

Community Blog

Consultancy Services

Industry Events

Webinars

Service Desk Certification

Industry Research

#Shine Virtual Conference

Big Red Toolbox

Experience Events



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Services

Service Desk Certification Training and Qualifications

Assessment Certified Training

Certification Skills Workshops

Surveillance

Community ProfessionalServices

Membership, Conference Consultancy

Experience events, Webinar, Resourcing

Big Red Toolbox, Shine, Research Affiliated Partners

Vendors, Buyers Guide

Brand A

ssociation -Mission, V

ision, Philosophy, V

alues



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Q - What makes a brilliant service desk?


Question?



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StrategyOperating model - mission - vision - business plan - operations plan - communications plan - business services - service catalogue - staffing model - business continuity - disaster recovery - marketing and promoting - stakeholder management - business value



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InfrastructureInvestment and reliable - service management system - integrated systems - integrated support tools - single data source - real time data - the right support channels - self service testing - positive environment - business value





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EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business value




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GovernanceBest practice - frameworks - methodology - Processes - SLAs - OLAs - reporting - business relationship management - benchmarking - risk management - supplier management - change - release - transition - business value



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ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business valueEmployees

Recruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business value





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ContextCreate meaning - create the why? business knowledge - technical knowledge - communication- business value

CustomersCreate advocacy - trusted partner - engage - visible - customer satisfaction programme - enable - keep promises - transparency - clear processes - service consistency - value creation - interaction - approachable - marketing - you said we did - business relationship management - business value






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EmployeesRecruitment - job descriptions - induction - training plans - skills - career development - SMART goals - reward and recognition - performance management - 1-to-1s - appraisal - meetings - staff satisfaction survey delegation - empowerment - ownership - accountability - transparency - emotional connection - coaching - creating trust - autonomy - business valueCSI

Creative - reporting analysis - improvement planning - CSI register - community - networking - listen to the customer and staff - use staff insight - challenge the norm - business value





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FinancialCost control - investment - ROI - efficiencies - opportunities - risk - lean - remove waste - financial reporting - business value



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FinancialCost control - investment - ROI - efficiencies - opportunities - risk - lean - remove waste - financial reporting - business value



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SDI Best Practice Standard


BPS - 2016



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What is the SDI best practise standard?

A best practice standard available for service desks and IT support

Clear and measurable set of benchmarks for a service desk operation

Measures areas not included in ITIL or ISO 20000

SDI best practice standard is based on the European Foundation for Quality Management (EFQM) model



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The SDI best practice standard



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Enabling through improvement



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What you can define you can control…




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What you can control you can measure…




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What you can measure you can improve…




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Continual Service Im

provement



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provement utility, warranty, business outcomes, service excellence



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Business value


provement utility, warranty, business outcomes, service excellence



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Service Desk Certification


SDC - 2016



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What is Service Desk Certification?

Adopting and aligning to industry best practice

A driver for continual service improvement Independent

validation and certification

Demonstrates that your support operation is dedicated to best practice

Skills development tool

Complements ITIL and ISO 20000



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You care about your customers, your people and the experience you deliver as part of you service.

You want to highlight your commitment to service excellence, your dedication to best practice and understand where best to invest in service improvement

In short, you want to be brilliant….. so do we

Because…

Why work towards a certification?



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Why benchmark?

Galvanise people and functional teams to collaborate and engage to deliver common goals

Improving customer perception

Demonstrating business value and return on investment

Improving staff engagement and morale

A driver for continual service improvement Evidencing the

quality of your service capability



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Why Did I invest In Certification?

As a differentiator for new business wins

To increased transparency to find areas of improvement help make the right priorities to improve customer satisfaction

To enable us to measure and improve the service desk's effectiveness against a globally recognised Service Desk standard

To demonstrate to both our customers and competitors that the support operation was truly dedicated to best practice

To provide an clear and measurable set of independent benchmark for the service desk operation for internal and external stakeholders

To highlight service excellence and gain industry recognition of our commitment to service



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The Certification Model


SDC - 2016



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The EFQM Model

INTERVIEWS

ENABLERS RESULTS

People&

Management

Policy&

Strategy

Partnerships&

Resources

PeopleSa<sfac<onResults

CustomerSa<sfac<onResults

SocialResponsibility

Results

LEADERSHIP PROCESSES &

PROCEDURES

KEY PERFORMANCE

RESULTS

INNOVATION & LEARNING



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The Nine Concepts

1 Leadership - 40 criteria 2 Policy & Strategy - 48 criteria 3 People & Management - 44 criteria 4 Resources - 60 criteria 5 Processes & Procedures - 100 criteria 6 Managing Employee Satisfaction - 32 criteria 7 Managing the Customer Experience - 28 criteria 8 Management Information and Performance Results - 156 criteria 9 Social Responsibility - 16 criteria

Observations Customer satisfaction interviews Customer satisfaction survey People satisfaction survey



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Service Desk Certification model

Enablers Results

Innovation & Learning

Interviews



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Assessment Group Interviews Consensus Agreement

Certification Audit Group + Individual Interviews Objective Evidence

Surveillance Audit Group + Individual Interviews Objective Evidence + Improvement

Service Desk Certification Programme



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Surprise|Delight|Inspire

Programme Timescales

SCA

Assessment

On site .

2 Days Jan Feb Mar Apr May Jun Jul Aug Sep

9 Months



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SCA CA

Assessment

On site . On site …

2 Days 4 Days Jan Feb Mar Apr May Jun Jul Aug Sep

Certification Audit

9 Months 12 Months



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SCA CA SA1

Assessment Surveillance Audit 1

On site . On site … On site

2 Days 4 Days 2 Days Jan Feb Mar Apr May Jun Jul Aug Sep

Certification Audit

9 Months 12 Months 12 Months



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SCA CA SA1 SA2

Assessment

Surveillance Audit 2


On site . On site … On site On site

2 Days 4 Days 2 Days 2 Days Jan Feb Mar Apr May Jun Jul Aug Sep

Certification Audit

9 Months 12 Months 12 Months 12 Months



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SCA CA SA1 SA2

Assessment



On site . On site … On site On site

2 Days 4 Days 2 Days 2 Days Jan Feb Mar Apr May Jun Jul Aug Sep

Certification Audit

9 Months 12 Months 12 Months 12 Months

Ongoing continual service improvement…. Ongoing continual service improvement….



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Audit Report



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Rating System

Minimum rating of 2.3 for each concept and 2.5 overall rating combined

Rating of 0.5 to 2.4 - Reactive, not certifiable Rating 2.5 to 3.0 - Proactive 2 Star Rating 3.1 to 3.74 - Customer Led 3 Star Rating 3.75 to 4.0 - Business Led 4 Star Rating 2 x 4* + 5* - World Class 5 Star



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Service Desk Maturity

Reactive 1 star - Non Certified Initial development Minimal statistics and reporting Fire-fighting Unable to change or influence operations Tools not helping Lack of process definition High staff turnover Staff feel under-valued Low customer and staff satisfaction Inconsistent service experience and perception of service Disengaged



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Service Desk Maturity – 2 star

Service strategy developed Structured processes and procedures Developing reporting and analysis ITSM systems effective Establishing consistent performance Training and staff development Developing communications with IT and business Stable staffing levels Improved service experience consistency



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Critical success factors underpin strategyAccount management and reviewsCustomer surveys and reviewsSLAs and OLAs implementedKPIs linked to CSFsStaff reward and recognitionIndustry recognised measuresITSM systems integrationMature internal marketingConsistently high service experience



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Service costs optimised and business value articulated High degree of empowerment and accountability Performance and reward related to business value Demonstrable management of business risk Reporting demonstrating consistently high level of service Focal point in ITSM processes Value add service experience for customers and staff Recognised as a significant business enabler



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World Class Contenders Continual and repeatable business-led delivery Constantly reviewed and optimised services and operations CSI embedded into organisation Winning culture Though leaders



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Benefits

Benchmarking, tools for improved quality of services.

Marketing the Service Desk internally and externally.

Make the right priorities to improve customer satisfaction and advocacy.

Improved attrition and motivated people saving cost of hiring

Protection from managed service outscoring decisions. Proving the capability fits the long term businesses needs

Highlight service excellence and gain industry recognition of your service commitment

To provide a clear and measurable set of benchmarks for your Service Desk operation Increased transparency

to find areas of improvement and efficiencies.

Opportunity to evaluate the end the end service lifecycle across the support chain to drive further value

To measure and improve service effectiveness and maturity against the globally recognised Certification standards

To demonstrate to your customers and competitors that our support operation is truly dedicated to best practice

A differentiator supporting new business wins

To build trust, confidence and credibility



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The Certification Experience



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Join An Elite Community



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SDI

Technology

Continual Service Improvement: A Journey To Service Excellence - David Wright