David Reneer has been engaged in teaching, consulting and supporting technology for over 30 years. Beginning in the US Navy as a Master Training Specialist and entering the civilian community to work in the Banking, Healthcare and Manufacturing industries. David’s focus has been to build supportable and sustainable systems and processes that support business goals.

David ReneerBE Aerospace

“Global Positioning of the IT Service Desk at BE Aerospace”

Global Implementation of IT Service Management

David ReneerDirector of Global Support Services

BE Aerospace

Agenda

• Understand where you are• Understand where you are going• Plan the trip• Measure your progress

Understand where you are!

• What processes and tools do you have in place?• Are your processes working – easier to build now• Is your system scalable, accessible, secure, complete• Do you have leadership support to grow• Do you have budget support to grow

Build on a solid foundation of processesand tools with a system that supportsscalable growth.

Understand where you are going!

• What locations are you supporting• What are the local languages and are there language

requirements• What are the hours of operation• What are their travel habits• What kind of employees are you supporting• Do you have historical data• Understand the culture• Know who your partners need to be

Buy a map – Be aware of time Dif.

Languages!

• Is there a corporate language expectation?• Are there language requirements?• How are you going to communicate with your

customers (Phone, Email, Text, IM, ?)

Know when to staffSite Weekdays Hours (local) 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23ManufacuturingMiami (Man) 7:00 am - 5:00 pm 460 460 460 460 460 460 460 460 460 460 460West Point 8:00 am - 5:00 pm 120 120 120 120 120 120 120 120 120 120Winston Salem 6:00 am - 11:00 pm 650 650 650 650 650 650 650 650 650 650 650 650 250 250 250 250 250 250Fenwick 7:00 am - Midnight 90 90 90 90 90 90 90 90 90 90 90 25 25 25 25 25 25Lenexa 5:00am – 7:00pm 390 390 390 390 390 390 390 390 390 390 390 390 390 390 390Paine Field / EV 5:00am – 8:00pm 280 280 280 280 280 280 280 280 280 280 280 280 280 280 280 280Anaheim 5:30am – Midnight 75 75 75 75 425 425 425 425 425 425 425 425 425 425 425 425 425 75 75 75Rockford 6:00am – 8:00pm 70 70 70 70 70 70 70 70 70 70 70 70 70Tucson 24 hours 125 125 125 125 125 125 125 125 450 450 450 450 450 450 450 450 450 450 450 450 450 125 125 125Nogalas 24 hours 45 45 45 45 45 45 45 45 225 225 225 225 225 225 225 225 225 225 225 225 225 45 45 45Philippines 8:30am – 11:00pm 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285Kilkeel 6:00 am - 6:00 pm 425 425 425 425 425 425 425 425 425 425 425 425 425Leighten Buzzard 6:00 am - 6:00 pm 650 650 650 650 650 650 650 650 650 650 650 650 650Nieuwegein 6:00am – 8:00pm 220 220 220 220 220 220 220 220 220 220 220 220 220 220 220 220Lubeck 6:00 AM - 1:00 AM 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285Hyderabad 6:00 AM - 1:00 AM 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225Kaltenkirchen 7:00 am - 7:00 pm 220 220 220 220 220 220 220 220 220 220 220 220 220 220

ConsumablesMiami 6am-11pm 475 475 475 475 475 475 475 475 475 475 475 475 125 125 125 125 125 125Chandler 6am-7pm 120 120 120 120 120 120 120 120 120 120 120 120Carson 5am-7pm 75 75 75 75 75 75 75 75 75 75 75 75 75 75Earth City 5am-6pm 75 75 75 75 75 75 75 75 75 75 75 75 75 75Stratford 5:30am-6:30pm 45 45 45 45 45 45 45 45 45 45 45 45 45Hamburg 7am-9pm 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225

Supported Population 1040 1705 2780 2780 2705 2750 4340 4960 6485 6485 6485 6485 6200 6200 6200 4905 4680 4235 3080 2795 2530 1510 1435 1435Staffing Levels

1000 1.0 1.7 2.8 2.8 2.7 2.8 4.3 5.0 6.5 6.5 6.5 6.5 6.2 6.2 6.2 4.9 4.7 4.2 3.1 2.8 2.5 1.5 1.4 1.4

EAST COAST TIME (GMT -5)Only Major sites are listed here:

Travelers• When they are not working they are traveling• Know who is traveling• What they need access to• What special needs are there in other countries

• Who is available to support them

• Roaming, roaming, roaming

Type of worker• Not all workers are created equal• Manufacturing• Sales• Engineering• Executives• Mixed

Understand the culture• There are

many resources to gain insight to the culture you are serving.

online.culturegrams.com

Who are your partners?• One of the most important things to understand:• Where have they been getting their support in the past?

• These resources need to be part of the process • Watch out for Shadow IT• Note that many foreign countries require resources have

local managers and leaders.

• Change only comes with credibility!

Plan the trip• Don’t try to boil the ocean• Start with one need and build on success

• Remember that the Best Practice is the one the customer needs.

• Solve one problem at a time• Build credibility

Measure your progress• Only measure what you want to change

Build on success• Once you achieve one thing, start on the next.• Communicate your successes• Communicate your failures• Be prepared to adjust

Open Discussion• Are you building global service organizations• What experiences have you had• What barriers to success have you experienced• How did you overcome your barriers• What advice would you share

Thank you for attending!

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