Welcome AZHDI
Colleagues & Friends
Today’s Topic: “Transitioning From a Help Desk to a Service Desk”
Derek Wise, IT Manager Service Desk, Medicis
Thank you to Robert Half Technology for being our 2011-2012
Diamond Sponsor and for helping support this great event!!
Agenda
Agenda:
• 5:30: Networking
• 5:40: Transitioning From a Help Desk to a Service Desk
• 6:10: Rachel Powers, Robert Half Technology & AZHDI VP Membership.
Robert Half Overview & Drawing.
• 6:20: AZHDI Updates & AZHDI Drawing
• 6:40: Game Starts
HDI Info:
• HDI National Web-Site: www.thinkhdi.com
• Arizona Web-Site: www.azhdi.com
• Twitter @azhdi, Facebook “Arizona HDI Group”, LinkedIn
• HDI Connections: Past meeting presentations, articles or links you would
like to share. Tab located on www.azhdi.com. You can request a login ID
to be added to the e-mail list .
Transitioning from
a Help Desk to a Service Desk
Derek Wise, Service Desk Manager, Medicis
HDI Service Desk Director Certified *Former AZHDI VP Programs
– IT/Contact Center Professional 10 + years of experience
– Extensive experience coaching leadership towards organizational goals & business
strategy
– Proven success with organizational restructuring to save costs & align with industry
best practices
– Project management experience implementing processes & technology into contact
centers
– Provided Leadership in training programs & quality assurance departments
– ITIL Certified with ITIL process design experience to improve efficiency, performance &
transparency
– Understanding of customer service through: phone, email, chat & social media
– Operations, Project Management & BCP/Disaster Recovery experience
Medicis Overview
Dedicated to Your Healthy and Youthful Appearance and Self-Image
•
Medicis Pharmaceutical Corporation is the leading independent specialty pharmaceutical company in the
United States focusing primarily on the treatment of dermatological and aesthetic conditions. Medicis is
dedicated to helping patients attain a healthy and youthful appearance and self-image. Since our inception
in 1988, we have introduced more than 25 new products and formulations, making us a prolific source of
new products in the specialties we serve. Today, we have leading branded prescription products in a
number of dermatological and aesthetic categories. Medicis products have earned wide acceptance by both
physicians and patients due to their clinical effectiveness, high quality and cosmetic elegance.
•
Products Include:
Dysport
Perlane – L
Restalyne – L
Solodyn
Vanos
Ziana
Ammonul
Buphenyl
Learn more at Medicis.com
Slide 1
Comparisons Between
a Help Desk and Service Desk
Who do you think you are…really?
Help Desk Attributes
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•
•
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•
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Efficient and Effective Technical Support
Single Point of Contact for IT issues
Diagnose, find root cause and work with
others in IT to solve the problem
IT-focused
Customer-focused
“Bring it by…we’ll fix it”
Metric-driven, i.e. AHT, Total tickets, KB
Articles created
Individuals within a Team setting
Service Desk Attributes
•
•
•
•
•
•
•
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IT Services Support Analysts
Contact point for IT issues, changes and
communication
Problem management-oriented
Business-focused
Value-focused
Defined Services
KPI-driven, i.e. FCR, TCO, Customer
Satisfaction, Service Levels
Team with Individual members
Focus Your Assessment
Foundation
People
Process
Tools
• Mission / Vision
• Structure
• Products and
Services
• Staff
• Performance
Metrics
• Training and
Development
• Issue Handling
• Incident
Management
• Problem
Management
• Escalation /
Prioritization
• Technologies
• Knowledge
Management
Run like a project…
Customer
Management
• Service Level
Management
• Customer
Satisfaction
• Communication
Service Desk Foundation
Quick Wins
Foundation
• Mission / Vision
• Structure
• Products and
Services
• Create a statement that captures your goal /
philosophy and use in all communication
• Ensure you have a tiered structure
• If not, develop a justification for a second level
• Use cost, time and problem management as ROI
• Identify / Map - 1 Service & 1 Product
• {What} {Defined Support} {Escalation Partner}
• Gather escalation requirements from partner
• Other; # of customers, purpose, version, etc.
People
Quick Wins
• Create/Update/Revise job expectations to fit
People
• Staff
• Performance
Metrics
• Training and
Development
current role
• Establish a service level and measure against 1
week of data to determine if full analysis is needed
• Answer 80% of calls in 60 seconds
• Respond to email in 1 hour
• Respond to voicemail in 15 minutes
• Select 1 metric to measure against others
• Examples; CSAT, FCR or,
• Number of tickets, AHT,
Processes
Quick Wins
Process
• Issue Handling
• Incident
Management
• Problem
Management
• Escalation /
Prioritization
• Select 1 Service and 1 Product to develop
troubleshooting guide
• Speak the same language
• Incident vs. Service Request
• Incident, Problem, Known Error
• Impact and Urgency
• Select 1 recurring incident
• Analyze, Understand, Remediate, Deploy, Measure
Tools
Things to Consider
Tools
• ACD
• Ticketing
• Reporting
• Knowledge
Management
• Other
• Tools or Processes? Be Honest!
• Define Business Drivers
• Run the exercise like a business
• Be realistic about your ROI
• Any ‘in-house’ technologies?
• SharePoint, Shared Drives, Knowledge Tree
• Create a draft scorecard to measure your results
 Be actionable!
The benefits you get from using a tool are not the benefits you get from practicing ITSM. Software
alone does not make a strategy; rather, software facilitates a strategy and allows a team to complete its
tasks.
- ITIL Benefits to the Business by Global Knowledge and HDI
Customer Management
Quick Wins
Customer
Management
• Service Level
Management
• Customer
Satisfaction
• Communication
• Establish a “straw man” priority model with High
Medium and Low resolution parameters
• Use prioritization to measure:
• Number of high priority incidents per month
• Time to resolve high priority incidents
• Just ask them! They may give you good ideas.
• Develop 1 communication template – Simple is
better..
Other Key Takeaways
• Run Your Maturation Like a Project
• Identify Milestones
• Report Progress
• Remediate Risks
• Define Success
– Think Like a Business
• Return on Investment
• Define Requirements
• Hold Staff/Vendors Accountable
Resources:
•
HDI Maturity Assessment
•
HDI Practices and Salary Report
•
ITIL v3
•
The Help Desk Audit by BluePrint for Success
•
Spectacular Support Centers by Kristin E. Robertson
Your Technology Staffing Resource
– Founded in 1994
– Unique, specialized approach with an emphasis on “quality first”
– Technical skills evaluation that includes:
 Work history verification
 Technical evaluation process
 In-depth interview
 Selected reference checks
 Quality assurance
 Client follow-up
Who is HDI?
• Founded in 1989, Global membership, training,
certification, and networking association for technical
support professionals.
• Curriculum & local topics addresses needs of technical
support professionals and the various maturity levels of
their support operations.
• HDI is vendor-neutral in its efforts to facilitate open,
independent networking and information sharing within
the association’s global network.
AZHDI Board Update
2011 HDI Rising Star- Recognized as the Rising Star out of 68 local chapters nationally!
•
Need Active volunteers!! Strength in numbers.
•
Still need Platinum sponsor for our Analyst of the Year Banquet Dec. Please contact Ted.Cohen@azhdi.com.
•
Need “Analyst of the Year” committee members. Please see board member or send an e-mail to
board@azhdi.com.
Board:
•
President; Jennifer White, CompuCom:
– Jennifer.White@azhdi.com or (480) 297-8016.
– Twitter @jenservice1
•
VP Programs, Kaye McRay, American Express
– Kaye.McRay@azhdi.com
•
VP Special Events Linda Fields, EnSynch
– Linda.fields@azhdi.com
•
VP Communications; Ralph Devlin, Macerich
– Ralph.Devlin@azhdi.com
•
Webmaster & VP Vendor Management; Ted Cohen, Central Arizona Project
– Ted.Cohen@azhdi.com
•
VP Membership; Rachel Powers, Robert Half Technology
– Rachel.Powers@azhdi.com
•
VP Finance; Jeffrey Ackerman, Robert Half Technology
– Jeffrey.Ackerman@azhdi.com
•
Executive at Large; Thor Oakley, Robert Half Technology
AZHDI Meeting Update
Training Sessions:
• Aug 22 to Aug 23 - HDI Analyst Training
• Aug 24 to Aug 26 - HDI Manager Training
*Register today at www.thinkhdi.com or contact Victoria Beck at
vbeck@thinkhdi.com.
Webinars:
• Aug 16 -- A Day in the Life of a Change Manager: A Perspective for Service Desk
Professionals
• Aug 23 – Webinar - IT Service Management and Access Assurance
• Sept 23 – Metrics, Measures, & and Madness: The New World of Guiding, Not
Grading
Local AZ Special Events:
• Oct - Western Regional Speaker Tour Planned. Watch front page & event calendar
for more info.
• Dec – Analyst of the Year: More updates posted soon www.azhdi.com. This will
be a lunchtime event and free for members. Non-member cost TBD.
*Nominations due by Oct 31st