Service Desk Proposition Presentation

Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 1

Service Desk & Support

Services

Alan McCarthy

Pink Elephant EMEA Ltd


Our Value Proposition

To provide Service Desk Improvement Programmes,

(rejuvenation/revitalisation) consulting led delivery:

assess, improve, implement

Including provision of managed, flexible, motivated,

intelligent Pink Elephant employees to supplement or

replace current permanent, agency or contracted

resources in Service Desk/Support.


Key Client Problems our Serviceis designed to Solve

Demotivated, under performing staff Low first time fix rate Service Desk ‘churn’ - contract resource Lack of knowledge transfer/management Lack of process & process automation Over resourced Service Desk Lack of out of hours service No/poor relationship with customer base Poor Service Desk Leadership/Management Lack of Career progression


Key Client Problems our Serviceis designed to Solve

Poor perception of Service Desk (from User Community)

Poor perception of IT Leadership (Reputation) Poor perception of IT as a whole


Features & Benefits

• Help clients to improve overall Service Desk service provision

• Help move beyond just Incident Management

• Look to continuously improve services

• Management of staff: motivation / morale / rotation / training /

leave/sickness

• Assist with tool requirements identification (if required)

• Assist with tool selection process (if required)

• Assist with provision of resources for SD tool implementation /

integration (if required)

• Market leading education to support Career Path Development of

Service Desk team


Features & Benefits

Recruitment is a criticalMostly GraduatesGood Technical skills / IT Literacy, but……….


Features & Benefits

InductionCompany ValuesITSM SimulationABC of ICT (Attitudes, Behaviour, Culture)ITIL Foundation


Features & Benefits

Three Year Charter – An ITSM Apprenticeship

Year 1Induction – ITSM Simulation, ABC of ICT, ITIL FoundationSDI – Service Desk AnalystTechnical and Communications Training as required

Year 2ITIL Intermediate – Operations, Support and AnalysisPRINCE2 FoundationTechnical and Communications Training as required

Year 3ITIL Intermediate – depending on rolePRINCE2 PractitionerTechnical and Communications Training as required


Features & Benefits

Field Management

Responsible for about 25 analystsWell being of on-site staff – Regular Appraisals through 1 to 1sReduces vital ‘Management time’ from Client ManagerResponsible for performance, SLAs, and KPIs


1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 190%

20%

40%

60%

80%

100%

120%

Energy/Motivation/Drive

Months

Features & Benefits

Staff Rotation


Features & Benefits

Supernumerary

8+ staff Managed Service? – we give you 9

In-built contingency for sickness, holidays etc


Features & Benefits

Knowledge

Our people have access to a vast amount of knowledge

ATLAS – hundreds of documents/ templates/ spreadsheets/ presentations etc, etc

Back-up from the world’s best Service Management Consultants


Features & Benefits

Off-Shore Capability

South Africa Based (+1hr Timezone)Great English - UK GraduatesEntirety with on-site desk-side supportPeaks & TroughsRatio of 4:1-SA costs v UK Costs


• Provision of analysts, team leaders and management level resources

• Reduced Client Management Time

• Reduced Cost – through better processes

• Focused Improvement Programme

• Experience & Skills

• Supporting organisation – Access to Documentation repository (ATLAS)

• Better Customer Satisfaction

• Improved perception of IT

• Improved relationships with key lines of business

• Service Ethos – leading the way…

What’s in it for you?


Pink Elephant’s Values Charter

Our Professional Values (WE WILL);• Be customer focussed (in mind and in all we do)• Be positive and supportive at all times• Take responsibility for delivery• Behave honestly and ethically• Be truthful and straightforward• Act with professional integrity• Use opportunities to educate and develop our customers• Share constructive feedback and seek continuous

improvement• Be accountable for results• Demonstrate our commitment to our colleague’s success



Our Values Towards the Business (WE WILL);• Build proactive relationship with the business• Be tolerant of business and personal pressures• Seek to understand their, their priorities & needs• Focus on delivering value• Ensure we are accessible and quick to respond• Be empathetic – see things from their point of view• Not snipe or make critical comments behind their backs• Engage in joint problem solving• Give high quality, constructive tailored advice• Communicate on a regular basis• Share ideas, opportunities, knowledge and resources• Position our services proposition as a Strategic Asset• Be “one team” as a function



Our Values Towards Each Other (WE WILL);• Convey mutual respect at all times – for human rights

and individuality• Be polite, positive and professional• Handle our differences in a rational manner• Prevent discrimination and harassment• Share knowledge for the benefit of the whole team• Avoid blaming others, not shout at others or belittle them• Engage in mutual support when others are facing

difficulty, pooling our skills and valuing teamwork


Our SD Service Offerings - Packaged

Strategy•ABC Workshop•Leadership Development •Coaching & Mentoring

Vision•Visioning Workshop•Communications Planning

Assessment•SD Assessment (EFQM/SDI)•PinkSelect•PinkVerify•PinkReady•PinkView

Plan•Service Desk SIP•Resource Planning•Tool Roll Out

Build•Project Roll Out•Recruitment, Induction•Team Building

CSI•Metrics & Reporting•Measure & Review•Performance Monitoring•Governance & Control

Service Desk Proposition Presentation

Documents

Transcript of Service Desk Proposition Presentation