hdi capital area october 2014 updates and presentations
DESCRIPTION
HDI Corporate & Capital Area Updates, plus presentations on Five Roads Leading to Impactful Employee Engagement and Overcoming the Challenges of Implementing ITIL Through Help Desk TransformationTRANSCRIPT
10/29/14 ©2013 HDI. All rights reserved.
Welcome! Updates from HDI Capital Area
and HDI Corporate October 15, 2014
10/29/14 ©2013 HDI. All rights reserved. ©2014 HDI. All rights reserved.
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• FUSION 14 – October 19-‐22, 2014 Happening this year at the Gaylord NaBonal Resort & ConvenBon Center in Washington, D.C., FUSION 14 is your first-‐class pass to service management! – Pre-‐conference workshops – Nine tailored learning tracks – More than eighty sessions – Five extraordinary keynotes – Nonstop networking opportuniBes Learn More: www.ServiceManagementFUSION.com
10/29/14 ©2013 HDI. All rights reserved. ©2014 HDI. All rights reserved.
September Webcast: “HDI Buyer's Guide Live: Expanding the Influence of Service and Support Management”
New Content to SHARE!
New Blog: "Misunderstood Metrics,“ by Roy Atkinson
The September/October issue of SupportWorld will be available soon in the HDI Reading Room app and online! Theme: Customer Experience
New White Paper: “Every Business Is a Mobile Business”
#HDISTAT Today: #ServiceManagement soluBons are used by 68% of #techsupport #ITSM (full report coming soon!)
New HDI Research Brief: Improving Efficiency and Customer Service in Higher EducaBon
#HDISTAT Today: 30% of support centers are resolving Bckets previously handled by escalated levels. #shillel #techsupport
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Learn more at www.ThinkHDI.com/Join
or by calling 800.248.5667
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2014 HDI Forum Roundtables
• Across the industry, regardless of business size or type, support center leaders face the same challenges
• For ten years now, the HDI Forums program has been bringing support center decision makers and execuBves together to network, share problems, and brainstorm soluBons
• By working together in small, verBcal-‐oriented groups, many HDI Forum members have not only reached but also exceeded their organizaBons’ goals and expectaBons.
• You don’t have to go it alone. The HDI Forums community is here for you!
Learn more on October 19, 2014, 8:00 AM -‐ 11:30 AM EST Chesapeake AB at the Gaylord NaBonal Resort
10/29/14 ©2013 HDI. All rights reserved. ©2014 HDI. All rights reserved.
Call for Help Desk Analyst & Desktop Support Technician of
the Year Nominees DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is Bme to send the informaBon below and complete the applicaBon. Your return is truly a heartwarming event that has become a yearend celebraBon for our teams. I encourage members to nominate your outstanding Analysts and Technicians by emailing the following informaBon to Sandy Seroskie, by Friday, October 31, 2014 at [email protected]: • Help Desk Analyst or Desktop Support Technician's Name • Company • A paragraph describing the individuals achievements (why you are nominaBng them) • Manager's name and contact informaBon **The criteria and nominaBon form is sent to the Manager to complete. We encourage you to send the informadon above early, so you have more dme to complete the applicadon.**
All nominees and managers as our honored guests, at our Annual Awards Luncheon, on Friday, December 5th, at Maggiano’s Limle Italy. Thanks to the success of this event, we have reserved large room. We will recognize each nominee and their manager. Every nominee will receive a plaque and the winners will receive the Analyst of the Year or Desktop Support Technician award. We will have an amazing keynote speaker and a three course lunch.
Thank You 2014 Sponsors!!
Upcoming Events
Wednesday, November 19 “IntroducBon to Cloud CompuBng”, featuring Stephen Simchak NASA, Washington , DC Friday, December 5 Annual Awards Luncheon & Team CelebraBon at Maggiano’s, Tysons Corner Don’t miss it! • We typically meet the 3rd Wednesday of the month and most meeBngs
are free • Visit www.hdicapitalarea.com to register
Today’s Speakers
Chris Bashinelli
Eddie Vidal Lee Weekley
5 Roads Leading to Impacrul Employee Engagement and Success
Eddie Vidal University of Miami
Eddie Vidal
• HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida
HDI Local Chapter • Published in Support World
Magazine & HDI Connect • HDI Support Center Manager
CerBfied • ITIL V3 FoundaBon & OSA CerBfied • itSMF monthly podcast producer
Manager, Medical IT Service Desk [email protected]
[email protected] 305-439-9240 @eddievidal
http://www.linkedin.com/in/eddievidal
@eddievidal
5 Roads to Success
1. MoBvaBon 2. Teamwork 3. RecogniBon 4. Engagement 5. AppreciaBon
Family
13
@eddievidal
1. MoBvaBon
• Definidon – is the driving force by which humans achieve their goals.
– Intrinsic modvadon refers to moBvaBon that is driven by an interest or enjoyment in the task itself, and exists within the individual rather than relying on any external pressure
– Extrinsic modvadon comes from outside of the individual. Common extrinsic moBvaBons are rewards like money and grades, coercion and threat of punishment
@eddievidal
MoBvaBon MoBvaBon
What MoBvates You?
• Career Development/Success
• Comfort/RelaxaBon • Health/Balance/Energy • Influence/Leadership • Learning/Knowledge/
Discovery • Materials/Possessions • RecogniBon/Praise • Security/Money/Home
• Social/AffiliaBon/Popularity/Acceptance
• Status/PresBge/Stand Out/ReputaBon
• Task Accomplishment/Problem Solving/Achievement
• Teaching/Guiding Others • Vitality/Energy • Others?
MoBvaBng your Team
• Thank You cards • Tools/Toys for their job • Time Off • Rewards and RecogniBon Program?
• No Budget , now what?
• Posters
@eddievidal
@eddievidal
2. Teamwork
21
@eddievidal
Lencioni Model for Team EffecBveness
InamenBon to Results
Avoidance of Accountability
Lack of Commitment
Fear of Conflict
Absence of Trust
22
@eddievidal
3. RecogniBon
• How well do you know your employees? – Family, kids, names – Hobbies – Values – Birthdays – RecogniBon Publicly or Privately – Career Goals, cover for you when out?
@eddievidal
RecogniBon
Has your manager ever asked you how he/she can show his appreciaBon towards you?
@eddievidal
Do you know your team?
@eddievidal
YOUR NAME HERE Nickname: Job Title: Hometown: Where I went to School: Birth Day: Kids: Pets: My First Job: Favorite Movie: Favorite Song or Band: Favorite thing to do on the
Weekends: Favorite place to visit: Something People May Not Know
About Me:
@eddievidal
What are you doing to recognize your employees?
@eddievidal
• CerBficates • Movie Tickets • Employee chooses award • Nominated for HDI award • Wall of Fame • Monthly $20 award / up to 5 people • RecogniBon at meeBngs • Analyst/Technician of the period • Coffee cards or other gil cards • Service super stars share cake/dinner • Hand wrimen “thank-‐you” note from manager • Name in agency newslemer
Recognizing Top Performers
28
@eddievidal
Recognizing Top Performers
@eddievidal
4. Engagement
Are you engaged in your current role and organizaBon?
@eddievidal
Engagement
• American workers are “not engaged” (52%) • AcBvely disengaged (18%) • EmoBonally disconnected • Less likely to be producBve • Cost the U.S. between $450 billion to $550 billion each year in lost producBvity
• More likely to steal from their companies, negaBvely influence their coworkers, miss workdays, and drive customers away
Source: Gallup
@eddievidal
Gallup’s Q
1. I know what is expected of me at work. 2. I have the materials and equipment I need to do my
work right. 3. At work, I have the opportunity to do what I do best
every day. 4. In the last seven days, I have received recogniBon or
praise for doing good work. 5. My supervisor, or someone at work seems to care
about me as a person. 6. There is someone at work who encourages my
development.
12
@eddievidal
Gallup’s Q
7. At work, my opinions seem to count. 8. The mission or purpose of my company makes
me feel my job is important. 9. My associates or fellow employees are
commimed to doing quality work. 10. I have a best friend at work. 11. In the last six months someone at work has
talked to me about my progress. 12. This last year, I have opportuniBes at work to
learn and grow.
12
@eddievidal
Engagement
• More effecBve • Fewer accidents • Fewer quality defects • Obtain more customers • Call in sick less • Reduce healthcare costs
Source: Gallup
@eddievidal
4. Engagement
5 Tips for Keeping Great IT Staffers 1. Pay compeBBvely 2. Offer new responsibiliBes 3. Create a Learning Culture 4. Provide amracBve benefits 5. Address burnout proacBvely Source: Robert Half Technology
@eddievidal
Engagement
Year is 1996
@eddievidal
Engagement High Engagement – Low Sadsfacdon
• Low morale and pessimisBc about future of the company
• Employees that are giving their all, but are not happy with their work environment
• High risk of turnover
High Engagement – High Sadsfacdon • Employees who are ambassadors for
your organizaBon • Believe in goals and vision of
organizaBon • Commimed to personal and
organizaBonal success • Low risk of turnover
Low Engagement – Low Sadsfacdon • Employees who are vocal in the
criBques of the organizaBon • A disBnct threat to your brand • High risk of turnover • Requires an exhausBve review of
management and procedures
Low Engagement – High Sadsfacdon • Employees who are saBsfied with their
pay and posiBon, but do no believe in goals ad vision of organizaBon
• Low risk of turnover • Happy to “get by” and drain
organizaBon resources
14% 40%
26% 20% Source: The Carrot Principle by Adrian GosBck and Chester Elton
@eddievidal
Engagement
• $200 SBpend for training or reference material
• Polo shirts • Picnic
@eddievidal
5. AppreciaBon
@eddievidal
AppreciaBon
Do you feel you are
appreciated for your work?
@eddievidal
AppreciaBon
DefiniBon • ability to understand the worth, quality, or importance of something : an ability to appreciate something
• A Watson-‐Wyam Reward Plan Survey of 614 employers with 3.5 million employees showed that the average turnover rate of employers with a clear reward strategy is 13% lower than that of organizaBons without one.
@eddievidal
Key selec9on criteria:
• Customer Service • Team commitment and value • Knowledge sharing • Leadership • Technical apBtude and knowledge
• itSMF Awards
@eddievidal
Quotes
• Leadership through her acBons • Compassionate but stern • I want to know • Weekend work • Humility – she never portrays she is bemer than anyone else
@eddievidal
Quotes • CLONE HIM! • His aztude? Contagiously posiBve! • Top Dog • Tough calls, Tough customers he handles like a new born
• A treasure and resource for success • Legendary • Not a single unplanned absence in 3.5 years • When I call Service Desk I hope______ answers the phone
• Johnny-‐on-‐the-‐spot
@eddievidal
Wow stuff
• Self-‐improvement – 80 hours of professional development – 30 hours of personal development – 40 hours of community service
@eddievidal
5 Roads – Sports Analogy
• Who is your Closer? • Bases loaded – who do you go to? • Up to bat – who are your risk takers? Who takes the iniBaBve?
• Extra innings – who stays late, works weekends?
• All Star, clutch performer • MVP
@eddievidal
AppreciaBon
@eddievidal
Resources
• www.thanks.com • www.iappreciate.com • RSA Animate – Drive: The surprising truth about what moBvates us
• www.carrots.com
Eddie Vidal
• HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida
HDI Local Chapter • Published in Support World
Magazine & HDI Connect • HDI Support Center Manager
CerBfied • ITIL V3 FoundaBon & OSA CerBfied • itSMF monthly podcast producer
Manager, Medical IT Service Desk [email protected]
[email protected] 305-439-9240 @eddievidal
http://www.linkedin.com/in/eddievidal
@eddievidal
Eddie Vidal | 305-‐439-‐9240 | [email protected] | @eddievidal
Don’t forget to complete an evaluaBon form!
Overcoming the Challenges of ImplemenBng ITIL Through Helpdesk TransformaBon
By Lee Weekley
Lee Weekley § I have been in the IT industry for over 25years. I served as a member of many
organizaBons and held several disBnguished appointments including: • member of Governor’s Homeland Security Task Force • Ambassador to Small Business • Military Affairs Advisory Commimee member • NaBonal Small Business Commimee member with NaBonal Defense Industry
AssociaBon • Past President of HDI Capital Area Local Chapter
§ I hold several cerBficaBons at mulBple levels in ITIL. I have been working with ITIL since V1
§ I am a cerBfied HDI Service Center Manager and a cerBfied HDI Service Center Director.
Where to Start your ITIL ImplementaBon and a transformaBon project how to get through the Challenges § One of the major challenges of implemenBng ITIL is obtaining and maintaining buy-‐in and knowing where to start
§ Key is to start simple, where you can demonstrate high impact and success
§ Start with transforming the help desk to a service desk
§ Implement incident and problem management
Why Transform? Ø Help desk is slow to respond Ø Help Desk is reacBve and in fire fighBng mode Ø Unable to anBcipate issues and call volume out of control Ø Help desk is known as “helpless” desk Ø ResoluBons and troubleshooBng are inconsistent Ø Customer saBsfacBon is low Ø Agent morale and employee saBsfacBon are low Ø Everyone not pulling their weight equally Ø Inconsistent support Ø Inconsistent measurement and reporBng Ø Lack of conBnual improvement Ø Customer SaBsfacBon is only a goal and not a fact
The TransformaBon Process Review & Analyze
Detailed Agent Skills Gap Analysis
Service Desk Maturity Assessment
Review of ExisBng DocumentaBon
Validate Staffing Models and Schedules
Plan & Create
Develop AcBon Plan for Improvement
Develop Scripts, Procedures, R&Rs
Document Schedules / IncenBve Plans
Develop Skills Gap Training
Insdtute & Support
Training for Members / Leads
Begin ReporBng (Baseline & Ongoing)
Review CapabiliBes for Call Flow / IVR
ConBnue DocumentaBon of KB / Procedures
Service Desk OpBmizaBon The TransformaBon
Ø The formula to a successful service desk is balancing the appropriate people, processes, and the correct enabling technology to gain control.
Ø Having the right tools can greatly improve help desk and support operaBons by reducing incident handling costs, improving agent workflow, enabling shared knowledge, building collaboraBon.
Stages of Growth
Support Stage
• New help desks • ReacBve and Fire fighBng mode • Unable to anBcipate or prepare for problems • Call volume always out of control • Customer saBsfacBon is goal: measurement is weak or avoided
Growth Stage
• Heavy investment in training and tools • ConsolidaBon and centralizaBon • Begin addiBonal automaBon (IVR, ACD, ReporBng) • Knowledge Management focused • EscalaBon rules and parameters built • SLA’s established • Driving toward customer saBsfacBon
Strategic Stage
• ProacBve mentality with focus on customer and first call resoluBon • ConBnuous process improvement (example Incident Mgt) • SLA’s managed and reported • Full Suite of tools deployed • Formal, repeatable processes documented • Customer saBsfacBon and enthusiasm driven
Where Do You Begin the TransformaBon? Ø Assess the Situa9on-‐Must Understand where we are today. Ø Evaluate where do we want to go Ø Evaluate how can we get there Ø Plan how do we get there Ø Plan how we can con9nue to improve once we get where were going Ø Areas to evaluate
Ø Business Alignment Ø Alignment with IT Ø Resource OpBmizaBon Ø Team Work Ø Support center markeBng Ø DistribuBon of informaBon Ø Vision and Mission
Areas of EvaluaBon Ø Goals and ObjecBves Ø Stakeholders Ø People Management Ø Training Plans Ø Career Development Ø Employee and Customer SaBsfacBon Ø CompensaBon and Rewards Ø Physical Environment Ø Infrastructure Ø Workforce Management Ø Tools and Technology Ø Process and Procedures Ø Service Levels
Sample Assessment Tools Ø HDI Skills Assessment
Ø HDI IniBal Self Assessment
Ø HDI Help Desk Assessment
Ø ITIL Process Maturity Assessment
Ø ITSMF Service Delivery and Service Support Assessment
Ø Pink Elephant Help Desk Health Check Ø ISO 9001:2008 and ISO 20000 standards Ø Erlang C or HDI staffing worksheet
Ø There are many others out there to use as well. (see HDI Manager’s tool box on ThinkHDI.com for assessment tools)
Review and Analyze Phase
HDI Skills Gap Analysis
Ø Examine customer service techniques
Ø Examine the technical knowledge of the IT Infrastructure
Ø Knowledge of the available tools and resources Ø Awareness of organizaBonal structure Ø Awareness of roles and responsibiliBes Ø Awareness of Service Level Agreements
HDI Service Desk Health Check Ø Leadership: Examine Management ParBcipaBon/communicaBon and
business partnerships
Ø Review established policies and strategy and ensure clear policies/mission and vision are established and published
Ø People Mgt: Examine the current training and awareness program
Ø Examine communicaBon methods and escalaBon process
Ø Resources: Examine ergonomics of SD and staff knowledge
Ø Process Mgt: examine alignment to business
Ø People Results: examine staff saBsfacBon and career opportuniBes
Ø Customer Results: examine customer saBsfacBon, SLA, Service improvement
ITSMF Process Assessment
ASSESS CURRENT IN PLACE PROCESSES Ø Incident
Ø Event Ø Request fulfillment
Ø Problem management
Ø Change Ø Service level and Financial
Ø Release Ø Availability Ø Capacity Ø ConBnuity Ø Security
Review ExisBng DocumentaBon
Ø Examine current mission and vision
Ø Examine exisBng operaBonal level and service level agreements
Ø Check for gaps to success with these agreements
Ø Examine support acBviBes for all groups not just the help desk, look for the hand offs and single points of failure
Ø Examine the hours of operaBon and the staff uBlizaBon rate
Ø Examine current coaching and mentoring process
Ø Examine current rewards system
Validate Staffing Model/Schedules
Ø Examine staffing levels during operaBonal hours and look for spikes
Ø Examine incident and request acBviBes across the support hours
Ø Conduct analysis of staffing levels based on business cycles and best pracBces recommendaBons using HDI staffing model worksheet
Plan and Execute
AcBon Plan for Improvement Ø Complete the HDI acBon plan related to the HDI Health Check already
completed in review phase
Ø Create new processes and procedures to close gaps idenBfied in review phase
Ø Create communicaBon plan
Ø Create group and individual training programs
Ø Management training program to include training on vision and mission and management alignment with strategic goals
Ø Training on support groups and escalaBon Ø ITIL training Ø HDI analyst training Ø Individual plans per agent based on skills gaps
AcBon Plan for Improvement Ø Complete RACI Matrix detailing process acBvity and accountability /
Responsibility
Ø Create new job descripBons Ø Create or update OLA’s with partner support organizaBons Ø Redesign the work schedules, agent uBlizaBon rates Ø Design performance incenBves and rewards program
Ø Design service excellence review schedules Ø Create new service desk operaBons manual
TransformaBon Next Steps Ø Provide Management and coaching training to the Help Desk Management
Ø Plan and define the implementaBon of ITIL in phases-‐ Incident, Problem, Change, Service Level Management
Ø Assign team leads, Incident, Problem, SLA Managers
Ø Create Training delivery schedule Ø Brief the analysts and management on the vision and goals of the Service
Desk and the business as a whole; Explain how these are aligned to the business
Ø Develop new key performance indicators and redesign reporBng
Ø Develop and deliver communicaBons strategy on communicaBons between support groups
Ø Design new reports
Establish the Guiding Principles Ø Establish Guiding Principles for Service Desk-‐
Ø They represent the standards that are most important to hold in making decisions in any situaBon, and they affect all choices, conscious or not
Ø Applying guiding principles for what we do at work allows us to have a common values and understand how we as a team think and funcBon
Ø Help us to achieve our goals in a manner that is effecBve, efficient, and acceptable
Ø They are the “rules we play by”
Ø If we define and reinforce these standards we can support the performance excellence we strive for
The Service Desk FuncBons Best When:
Ø We think of the people we support as customers, not users
Ø We answer the phone with a smile
Ø We solve customer problems as effecBvely and efficiently as we can
Ø We care about our customers and treat them with respect
Ø We empathize with our customers, however, we let go when appropriate
Ø We do not view our customers as an annoyance...our job is to support them
Ø We are never a dead end for informaBon
Ø We provide a valuable service to our company
Ø We are proud of the work we do
InsBtute and Support
ImplemenBng the Plan Ø Deliver HDI Boot Camp to Agents
Ø Cover fundamentals of effecBve customer service
Ø Cover what does it mean to be an agent
Ø Cover incident management
Ø Cover understanding customer saBsfacBon as a core metric
Ø Conduct management and lead training
Ø Implement new coaching and mentoring program
Ø Implement ongoing training and awareness program
Establishing Standards Ø Ensure SOP’s are in ISO standard format and are centrally
stored and accessible by staff
Ø Complete ISO Standard Work InstrucBons (e.g., open Bcket, modify, resolve, escalate, Bcket accuracy, silent monitoring, service request fulfillment, change and configuraBon management)
Ø Implement Rewards and IncenBves Program for the Service Desk
Ø Deliver the previously designed High Impact Training to the analyst
Ø Develop a knowledgebase that is acBonable and searchable-‐ ensure it is kept up to date
ImplementaBon ConBnued Ø Implement new call flow and IVR-‐ completely redesign-‐ good Bme
to do skill group and add mulBple language support Ø Implement self service with embedded knowledge-‐ go for it. Don’t
be shy Ø Implement new knowledge management process to cover updaBng,
creaBng and acBvaBng knowledge arBcles-‐ ensure you have a knowledge manager
Ø Implement new reporBng-‐ don’t just report, analyze, improve Ø Start trends analysis Ø Begin interacBon with problem management-‐ find that root cause
and ensure that root cause is “ouma here”
The Blended Approach
ITIL Six Sigma
CobIT
CMMI ISO/ IEC
IT Service Management
Business Process Requirements
Business Alignment
Don’t limit yourself to one best pracBce…take elements from each one that fit into your environment