our (your) service desk meek to magic | building to brilliant -our... · •mentor (bcs &...

Our (Your) Service Desk

Meek to Magic | Building to BrilliantDamian Bowen – Director, IT & Client Support Services

Mexico 2016

Damian Profile

Contact

@DamianBowen

[email protected]

+44 (0)7966 485812

About

• 25+ Years in IT

• NTT DATA IT & Client Service Director

• Operational / Technical / Service orientated roles

• Rover Group / BMW / AT&T / PwC / Softlab

• NTT DATA – UK CIO & Services Director

Damian Profile

Achieved Black Belt in 1990

age 18

Achieved 5th

Dan in 2012 age 40

Chairman & Chief

Instructor

England International

National Coach

NTT Group global business highlights

All facts and figures accurate as of March 2015.

80%OF FORTUNE GLOBAL 500

CHOOSE NTT GROUP

242,000EMPLOYEES

WORLDWIDE

$105Billion

IN TOTAL REVENUE

196NETWORK

COVERAGE IN

COUNTRIES AND

REGIONS

#65IN FORTUNE

GLOBAL 500

RANKED

$2.2Billion

R&D INVESTING

ANNUALLY

DIRECT

PRESENCE IN

88COUNTRIES AND

REGIONS

NTT Group

$31.911 Bn $1.537 Bn 71,200Regional

Communications

Business

$39.903 Bn $5.788 Bn 25,700Mobile

Communications

Business

$18.194 Bn $1.034 Bn 42,250Long Distance

and International

Communications

$11.581 Bn $0.614 Bn 25,800Financing, Real

Estate, Construction

and Power

Other

Businesses

$13.755 Bn $0.786 Bn 76,650Systems

Integration & IT

Services

*Revenue *Op Income Employees

Global IT and telecommunications

services company, based in Japan

*Financials in USD billions | 1 USD = JPY 109.85 (average rate for 2014-15 Fiscal Year)

Operating revenue and operating income of each segment includes intersegment transactions | Fiscal year ends on March 31All facts and figures accurate as of March 2015.

© 2016 NTT DATA UK Limited. 6

NTT DATA Delivery Capability

NTT DATA Delivery Centers

Canada

» Halifax

USA

» Louisville

Costa Rica

» San Jose

Chile

» Temuco

Argentina

» Tucuman

Brazil

» Uberlandia

Myanmar

» Yangon

India

» Bangalore

» Hyderabad

» Chennai

» Pune

» Gurgaon

» Noida

Italy

» Cosenza

Vietnam

» Hanoi

» Ho Chi Minh

» Da Nang

China

» Beijing

» Wuxi

» Shanghai

» Tianjin

» Dalian

» Shenyang

» Ningbo

» Xi’an

» Changchun

» Hangzhou

» Guangzhou

Spain

» Murcia

» Alicante

» Sevilla

Romania

» Cluj-Napoca

UK

»Birmingham

Our (Your) Journey

What were we (are you)

really

PerceptionHow we changed

Value Add / Business Aligned

MagicThe future

of our Service

Desk

Service Desk Perception

Our Service Desk Perception

Collaborative

Modern

Proactive

Significant Value

Cost effectiveAll Digital

Silo’d

Antiquated

Reactive

No Digital Agenda

Limited Value

Expensive

X

X

X

X

X

X

Not sure what we

did for the business


Our Service Desk Perception


IT Maturity

Aw

aren

ess

Co

mm

itte

d

Pro

acti

ve

Serv

ice

Alig

ned

Bu

sin

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Part

ne

r

Used Gartners Maturity model

PeopleProcess

TechnologyFinancials

Relationships

MeekBuilding

MagicBrilliant

IT Baseline

Aw

aren

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d

Pro

acti

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sin

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Part

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r

People & Relationships

Process, Technology & Financials

Score 1.15(0.8+1.5)/2

The Business were right

No longer perception…. Fact

Our (Your) Journey


really



MagicThe future

of our Service

Desk

Developing our Why - The Business challenge

The Customers

had changed Solutions were

no longer viable

Innovate don’t

Dictate

The modern

Digital world

Mobile

Delivery

80% work offsite

Anytime

Anywhere

Delivery Model

The Business Could not

deliver to their customers

To slow, unresponsive,

no agility or flexibility

On premise delivery no

longer works; change it

HOW

Drive ProgressEmpowered team via ownership and improvements

Built a progressive customer focussed culture

Embraced Change (Project ICE & DIAMOND)

Team Charter

Team growth & opportunity development

Business Integration follow core values

Team realigned targets based on business challenges

Best Practice / Industry alignment

The streamlining and standardisation of our

processes & tools has enabled the team to grow in confidence, develop

and focus on the end customer experience

• Career Dev• Empower• Knowledge• Transition• CSI• Change

Training & UpskillingSolution Champions

Customer ownerships

Industry qualifications

Client site visits

Tool integration and rationalisation

Automated reporting (internal & External)

Improvements; measurement & implementation

The Why

Giving our customers

what they want before

they think they need

it………….Damian Bowen – IT & Services Director NTT DATA UK

Maturity score

Aw

aren

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The Business were right


Score 1.15(0.8+1.5)/2

Maturity score

Aw

aren

ess

Co

mm

itte

d

Pro

acti

ve

Serv

ice

Alig

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Initial Score 1.15

The Business and IT are aligned


Score 2.25(2.8+1.7)/2

Started creating value

UK Service

Desk

IT

App Support

Service Delivery

Business relationship

Supplier management

Challenged the organisation

Valued our Data

Disrupted the Normal

Agile & Responsive thinking

Planning a 2020 Vision

Delivering the value

Implemented

ITSM For Internal

delivery

Combined

Service &

business

processes

Customer sat

surveys

Delivered an

Strategic IT

improvement

strategy

Implemented

business

collaboration

Integrated with

Project teams and

solutions

6 monthsSOLUTION IN

INCIDENT / REQUEST /

PROBLEM / CHANGE

& KNOWLEDGE

6 monthsSTRATEGY CREATED

WITH THE BUSINESS

12 MonthsLIVE

LYNC

ARKADIN

SHAREPOINT

EXTRANET

BYOD MOB

PROJECT BUILDS

HOME LICENSING

BID SUPPORT

NTT DATA EMEA

PROJECT CONNECTIVITY

COLLABORATIVE DROPBOX

ONGOING

BYOD LAPTOP

Maturity score

Aw

aren

ess

Co

mm

itte

d

Pro

acti

ve

Serv

ice

Alig

ned

Bu

sin

ess

Part

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Alignment Score 2.25

The Business and IT are aligned

Working effectively & Delivering value…. Fact

Score 3.7

(3.8+3.6)/2

Our (Your) Journey


really



MagicThe future

of our Service

Desk

Building our brand

Team

•Refoussed the Team

•Created an image/culture

•Awards

•Made a Video

•Built aDesk offering

•Empowered

•Team Vision & Mission statement

Internal

•Own Critical Business processes (ISO14001/20000/27001)

•Own Web page on intranet

•Created promotional material

•Won CEO Award for Teamwork 2015

•Regular feature in company newsletter

•Present at the company town halls

•Started EMEA Wide Support Community

External

•Enter Industry specific awards – 2 win and 6 finalists

•Speak at Events

•Contribute to Whitepapers

•Host visits from the service industry

•Industry Assessor (BCS SM Speciality)

•Mentor (BCS & ITSMZONE)

•Engaging with Social Media

•Webinars & Podcasts

Created a brand plan

The people that deliver our MAGIC

1st Graduate now; running UK Service operations

2nd Graduate now; leading UK 2nd line team

Migrated team members of other business areas

Managed a move for a team member to one of our key vendors

Finalist in UK IT Industry awards

Build staff a credible CV

Project Diamond – What’s Next

Project Diamond

GlobalCentre of Excellence

Support

COMMUNITYAcross the UK & EMEA

Near ShoreService Desk

UK Service

Pipeline $200m

UK Standards owners

ISO27001, ISO20000, SDI

UK Service Desk

Collaborationowners

ExpandUK Service offering

EMEA Service Centre

2020Future plan

Maturity score

Aw

aren

ess

Co

mm

itte

d

Pro

acti

ve

Serv

ice

Alig

ned

Bu

sin

ess

Part

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The Business and IT are integrated

Working effectively & Delivering consistent

value…. Fact

Score 4.35(4.4+4.3)/2

MagicBrilliant

What has changed in 3 years

Headcount 100+

Investment +37%

Cust Sat +14%80%

Cost neutral 0%

Social 0£2500 Birmingham Children's hospital | Princes Trust |

Scout Support | ISO14001 | Local Mentoring

Inc. Surveys 5% +95%

Certifications 2 130+

Award Finals 0 10

What has changed in 3 years

Award Wins 0 2

Industry 1 4

What’s next – For us / you

DevOpsCollaborationIntegrationAgility IT4IT

Strategy to portfolioRequirement to DeployRequest to FulfillDetect to Correct

ITILStrategyDesignTransitionOperationsCSI

20205 billion people50 billion objectsDataAnalytics

BYODeverywhere

To Service Desk or not to Service Desk

ShadowIT

Bimodal IT

Digital

Disruption

Some actionable advice

Align to the business challenges

Create a 12 | 24 & 36 month planPlan for business future 2020

Don’t align with the business integrate with them

Be Honest where you really are and understand the perception

Meek

Market/Promote/Advertiseyour team; build the brand

Magic

@Damianbowen

[email protected]

+44 (0)7966 485812

Thank you

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