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Today’s(Speaker(

•  Marc(Fey,(Cherwell(Soaware(

MARC FEY February 2014

WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times

MARC FEY February 2014

WHO MOVED MY SERVICE DESK? Embracing Change in Changing Times

WHAT CHANGE LOOKS LIKE

FORRESTER RESEARCH CIO FORUM IN

WASHINGTON, DC "

‣  Business Demands of the Perpetually Connected ‣  BT Explodes: Transforming Into Business-As-A-Service ‣  Driving Business Outcomes ‣  Real-Time Business: Happening At Last ‣  The CIO�s Role in Business Transformation ‣  Driving Business Growth With Better Data ‣  Business Demands of the Perpetually Connected ‣  Driving Business Transformation With Research Integrated

Collaboration Technology

‣  Business Demands of the Perpetually Connected ‣  BT Explodes: Transforming Into Business-As-A-Service ‣  Driving Business Outcomes ‣  Real-Time Business: Happening At Last ‣  The CIO�s Role in Business Transformation ‣  Driving Business Growth With Better Data ‣  Business Demands of the Perpetually Connected ‣  Driving Business Transformation With Integrated Collaboration

Technology ‣  Architecting Tomorrow�s Business Outcomes

THE BUSINESS

FORRESTER RESEARCH CIO FORUM IN

WASHINGTON, DC "

WHAT CHANGE LOOKS LIKE

‣  How Customer & Business Outcomes Will Drive Your Future ‣  Bulletproofing Your Customer Experience Strategy ‣  Winning the Customer Experience Game ‣  Evolving Role of IT: Inspiring Crazy Loyalty ‣  Lessons From Citizen Engagement ‣  Finding Social Business Value ‣  Driving Customer Experience into Your Business ‣  The Collaboration of Marketing and IT ‣  Simplifying How Technology Drives Business & Empowers Users ‣  Happy Workers Happy Customers

FORRESTER RESEARCH CIO FORUM IN

WASHINGTON, DC "

WHAT CHANGE LOOKS LIKE

‣  How Customer & Business Outcomes Will Drive Your Future ‣  Bulletproofing Your Customer Experience Strategy ‣  Winning the Customer Experience Game ‣  Evolving Role of IT: Inspiring Crazy Loyalty ‣  Lessons From Citizen Engagement ‣  Finding Social Business Value ‣  Driving Customer Experience into Your Business ‣  The Collaboration of Marketing and IT ‣  Simplifying How Technology Drives Business & Empowers Users ‣  Happy Workers Happy Customers

THE CUSTOMER

FORRESTER RESEARCH CIO FORUM IN

WASHINGTON, DC "

WHAT CHANGE LOOKS LIKE

WHAT THE CHALLENGE LOOKS LIKE

I & O CHALLENGES

FACING THE BUSINESS

GARTNER RESEARCH

“The business is dissatisfied with IT’s ability to meet the speed of the desired rate of change, and we know IT service complexity will increase.” (Gartner Research, 2014) Gartner concludes that “the service desk must become"more agile and drive a faster flux of new applications and end user needs. It must become a more dynamic business environment” (Jarod Greene, Principal Research Analyst, @jarodgreene) Organizations must improve their I&O maturity.

A PRODUCTIVITY JUGGERNAUT

In a recent Gartner survey of over 2,000 global executives, Gartner found that they these leaders believe they will need a 20% improvement in performance over and above the current levels to meet business objectives. "

WHAT THE CHALLENGE LOOKS LIKE

Place this information alongside two other pieces of research: •  Over half of 23,339 surveyed ot handle the stress of

my job much longer” •  And 61% of employees lack sufficient technology to

work effectively.

I & O CHALLENGES

FACING THE BUSINESS

GARTNER RESEARCH

“BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner) THE SOLUTION: EMPLOYEE ENGAGEMENT, …yours and the internal customers you serve. Research is clear: when employees are engaged, productivity skyrockets. So, these 3 key concepts become a starting point for increasing your IT engagement score and maturing your organization…to meet the productivity challenges before us… Call these STEPS ALONG A PATH

WHAT DO WE DO?

RESILIENCE INSIGHT

ADVOCACY "

A PRACTICAL APPROACH

CULTURE WINS

HALF EMPTY?

OR HALF FULL?

�Reply All� Bridgestone Commercial

WHO MOVED MY SERVICE DESK?

RESILIENCE INSIGHT

ADVOCACY "

RESILIENCE

�Alex Honnold� 60 Minutes

RESILIENCE INSIGHT

ADVOCACY "

�The power or ability to return to the original form, position after being bent, compressed, or stretched; elasticity; the ability to recover readily; buoyancy.� �The ability to learn—about yourself, about the world around you, about what it takes to adjust to, and to make, change.�*

Adaptive Capacity

RESILIENCE INSIGHT

ADVOCACY "

THE IMPORTANCE OF LEARNING For want of a nail the shoe was lost. "For want of a shoe the horse was lost. "For want of a horse the rider was lost. "For want of a rider the battle was lost."For want of a battle the kingdom was lost. "And all for the want of a horseshoe nail. -- Children�s nursery rhyme

Adaptive Capacity

Where do we start?

RESILIENCE INSIGHT

ADVOCACY "

Adaptive Capacity

ACTION: Initiate honest conversations about employee capacity (how are you doing), what is actionable today, what are the risks and opportunities? (“Resilience 1-page”)

INSIGHT �I see what I expect.�

Annie Dillard

Awareness Test

People and Context

RESILIENCE INSIGHT

ADVOCACY "

�While Einstein said he had no special talent aside from being passionately curious (and being possibly the smartest person ever), he also knew how to make time for insight--a skill that's scarce in our present cult of stimulation.� �When asked how he would spend his time if he was given an hour to solve a thorny problem, (Einstein) said he'd spend 55 minutes defining the problem and alternatives and 5 minutes solving it. Which is exactly opposite of what the vast majority of executives today would do.� �Einstein�s Problem-Solving Formula, And Why You�re Doing It All

Wrong�, Drake Baer, Fast Company, March 26, 2013.

FINDING INSIGHT

People and Context

RESILIENCE INSIGHT

ADVOCACY "

CUSTOMER FEEDBACK

RESILIENCE INSIGHT

ADVOCACY "

REFRAMING & RESHAPING THE TENSION ‣  �Collaborative and Supportive Environments enhance the creative & problem-solving processes.� ‣  �Purposive Reframing: Finding a lens through which the current reality can be reshaped into a healthier and more productive outcome.� ‣  �Sharpen an individual�s alertness to new information and his or her skill at �sense making� in the midst of confusion.�

Thomas, Robert J., Kindle Locations 430-431. Harvard Business Review Press.

RESILIENCE INSIGHT

ADVOCACY "

WHERE DO WE START?

WHERE DO WE START?

RESILIENCE INSIGHT

ADVOCACY "

ACTION: Initiate honest conversations about 1) Are we giving time to creative insight and problem solving, 2) Have we articulated “Who we serve,” “What is the context (physical & personal situation)?” and “How robust is our commitment to customer feedback?” (“INSIGHT 1-PAGE”)

ADVOCACY MINDSET Offer the Best Product & Services ‣  Intelligent ‣  Elegant ‣  Meets Needs ‣  Easy ‣  Delights

RESILIENCE INSIGHT

ADVOCACY "

Products:*Intelligent*&*Elegant

PRODUCTS STRENGTH

CHALLENGING QUESTIONS

Is our product intelligent

& elegant?

Does it meet today’s needs?

Is it easy to use?

Does it delight our

customers (and their customers)?

PRODUCT STRENGTH

RESILIENCE INSIGHT

ADVOCACY "

Services:*Intelligent*&*Elegant

SERVICES STRENGTH

CHALLENGING QUESTIONS

Is our product intelligent

& elegant?

Does it meet today’s needs?

Is it easy to use?

Does it delight our

customers (and their customers)?

SERVICES STRENGTH

YOUR LOGO HERE

Advocacy •  Meets

needs •  Easy to

use •  Delightful

to our customers

RESILIENCE INSIGHT

ADVOCACY "

ADVOCACY SKILLS: Individual Skills

�Deep, mutually beneficial, & voluntary. Built on a basis of likability, trustworthiness, & quality. In order to be successful, you have to go beyond transactions; sell them on your dream.��(Guy Kawasaki)

GUY KAWASAKI �How to Engage and Enchant Your Customers”

RESILIENCE INSIGHT

ADVOCACY "

ADVOCACY SKILLS: Individual Skills ‣ Practical: �Duchenne,� the smile that

engages people ‣ Problem-solving: meet the need,

make it easy, tee it up for people to be delighted, if possible. ‣ Proactive & Purposeful: Default mode

is to advocate for the person you are serving.

GUY KAWASAKI �How to Engage and Enchant Your Customers�

RESILIENCE INSIGHT

ADVOCACY "

Management/Leadership Skills

...TEAM FOCUS (stay tuned…)

RESILIENCE INSIGHT

ADVOCACY "

WHERE DO WE START? ACTION: Evaluate the quality of your products and services (Meets needs, Easy to use, Delights). Discuss: Do we have a plan to develop individuals’ skills needed to deliver “customer advocacy services” (“ADVOCACY 1-PAGE”)

�If you want to build a ship, don�t drum up the men to gather the wood, divide the work, and give the orders. Instead,

teach them to yearn for the vast and endless sea.�� -- Antoine de St. Exupery

THANK YOU! If you would like the 1-page tools Email: marc.fey@cherwell.com Subject: 1-PAGES