Hdi capital area october 2014 updates and presentations

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.

What’s Hot at HDI •  Have you downloaded the app? HDI Reading Room

–  Get instant access to digital ediBons of SupportWorld and stay current on the technical service and support industry’s latest strategies, best pracBces, and more.

–  Available for iOS, Android, or Kindle Fire tablets. –  Visit: www.ThinkHDI.com/ReadingRoom

•  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


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


Not a Member? Join Today! Become a Professional member for just $495!

Get more benefits to ensure your professional growth today.

Enjoy benefits like: •  Amend local chapter and vChapter meeBngs •  Access to HDI PracBces and Salary Reports •  Discounts on HDI Conferences, Events and Training •  Apply for HDI awards •  And much more!

Learn more at www.ThinkHDI.com/Join

or by calling 800.248.5667


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


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

QuesBons Thank you

Contact

Lee Weekley

[email protected]

Hdi capital area october 2014 updates and presentations

Technology

Transcript of Hdi capital area october 2014 updates and presentations