Creating an Award-Winning Entry - IT Service & Support Awards 2014

©SDI 2013 www.servicedeskinstitute.com

All you need to know to enter

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www.servicedeskinstitute.com

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Your Host

Tessa Troubridge

Managing Director - SDI


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Joining Tessa today

Adrian Chiffi

CGI


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Today’s Goals

• What are the categories?• How do the awards work?• What are the judging criteria?• What do judges look for?• Top tips


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What do we reward?• IT Service & Support Awards 2014

• Best Service Desk• Best Small Desk• Best Large Desk

• Best Managed Desk• Best Vendor


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What are the prizes?• £1000 Best Large Desk• £1000 Best Small Desk• £1000 Best Managed Desk • £500 to charity Best Vendor• A trophy

plus all that prestige!


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How do the awards work?

What must I do?


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Judging Criteria

• Leadership• Policy and Strategy• People Management• Resources

• Process• People Satisfaction• Customer Satisfaction• Performance Results• Social Responsibility


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Timings – the 2014 hot dates!Submission Deadline March 15Finalists notified 16 April Site Visits Large/small desks 12-14 MayManaged desk19-21 MayInterview Panel 28 May

the BIG day Tuesday 17 June 2014


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Site Visit?Interview?


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The Conference

17 and 18 June 2014

Hilton Metropole - BirminghamThe 3 team finalists will participate in a live - on stage - finalists ‘’Question Time’ panel


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The Awards Dinner


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Why enter?

Winning an SDI award: • Provides recognition and reward• Generates a positive team

climate• Demonstrates that people are

valued and recognised• Is a reason to be proud• Builds confidence


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• The process of writing the submission is satisfying• Learn about themselves and the business• The submission documents:

• what they do • what they don’t do• What they’ve done

• Produces a reference document• It’s a team building exercise

Why enter?


What’s the effect of winning?

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• A real buzz on the desk• Morale rockets• A real sense of achievement• Promotes their success

• Tell their customers• Email footer• Poster


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How long does a submission take?

How long is a piece of string?• Winners spend time

• 10 -14 man days not unusual• Sometimes longer• Over a 3-4 month period

• Winners manage the project

But it’s worth it!


What’s next?

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Visit our website to register your interest for the awards, hear from this year’s winners and get all the other information you need:

http://www.servicedeskinstitute.com/events/it-service-excellence-awards/

http://www.servicedeskinstitute.com/events/it-service-excellence-awards/


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How do they celebrate?• Team activities

• Day at the races• Dinner• Party – invite people from the business• Go-carting• WII


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Top Tips• Start at the beginning -

review the SDI standards

• Involve the team and the business

• Create a plan • Allocate roles and

responsibilities• Give targets


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Top Tips• Use evidence and document

innovation

• Document service differentiation

• Provide charts and pictures

• Demonstrate the personality of the desk

• Leave contingency time


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Questions

Creating an Award-Winning Entry - IT Service & Support Awards 2014

Technology

Transcript of Creating an Award-Winning Entry - IT Service & Support Awards 2014