an it service ecosystem: a holistic approach stephen v. wade, president geoff duke, vice president...
TRANSCRIPT
An IT Service Ecosystem:A Holistic Approach
Stephen V. Wade, PresidentGeoff Duke, Vice President Strategies & Service Delivery
The Kemtah Group, Inc.
IT Service Metrics
• Speed to Answer / Response Time
• Mean Time to Resolution / Repair
• Server and Application Uptime
• Network Latency
The Most Important Metric
• Customer Satisfaction
Quality Components
Dependability and accuracy, like a utility
Knowledge and courtesy -trust and confidence inpeople and systems
Appearance
Willingness to help –prompt service
Care and individualizedattention
Perception and Expectation
Perception and ExpectationPerception and Expectation
Components of the User Experience
Availability/Speed
DesktopInteractions
Applications
Customer Experience
Availability/Speed
DesktopInteractions
Applications
Customer Experience
Traditional Strategy
Problem Avoidance
&Training
Problem Avoidance
&Training
eSupporteSupport
Help Desk & Field ServicesHelp Desk &
Field Services
New Strategy
Problem Avoidance
eSupport
Field Services /
Service Desk
Problem Avoidance
&Training
Problem Avoidance
&Training
eSupporteSupport
Help Desk & Field ServicesHelp Desk &
Field Services
Traditional Strategy
New Strategy
Problem Avoidance
eSupport
Field Services /
Service Desk
eSupport
New Strategy
New Strategy
Field Services /
Service Desk
What Does It Take
IT Culture andOrganization
Workflow andProcess
Tools
Game Changer: Web 2.0
• Connecting – Communicating – Collaborating– Creating an aligned “Tribe”
• Knowledge Centered Support– Compelling place to capture ALL interactions
– Leads to e-support / self service
• Right Problem– Right Person (Help for the Help Desk)– Connections facilitate solutions
• Collaboration & Community = Visibility & Accountability
Case Study – IM at the Service Desk
• Large healthcare organization. Is a not-for-profit system of hospitals, a health plan, and a growing medical group.
• 7 Hospitals, 30 Clinics, 490 Physicians, 450,000 Members
• 9500 Employees
• 6500 Workstations
• 425 Applications
• 450 Servers + Mainframe
• 17,000 Telephones / Lines
• 12,000 Network Ports
Objectives
• Improve communication between agents
• Use the whole IT team to solve problems faster
Online Chat
Results
• Collaborative Problem Solving
• Knowledge Creation
• Situational Awareness
Questions ?Thank You