©SDI 2013 www.servicedeskinstitute.com
All you need to know to enter
1
www.servicedeskinstitute.com2
Your Host
Tessa TroubridgeManaging Director - SDI
www.servicedeskinstitute.com3
Joining Tessa today
Adrian ChiffiCGI
www.servicedeskinstitute.com4
Today’s Goals• The 3 categories• How they work• Judging criteria • What judges look for• Top tips
www.servicedeskinstitute.com5
What do we reward?• IT Service & Support Awards 2014
• Best Service Desk• Best Small Desk• Best Large Desk
• Best Managed Desk• Best Vendor
www.servicedeskinstitute.com6
What are the prizes?• £1000 Best Large Desk• £1000 Best Small• £1000 Best Managed Desk • £500 to charity Best Vendor
A trophy
plus all that prestige!
www.servicedeskinstitute.com7
How do the awards work?
www.servicedeskinstitute.com8
Judging Criteria
• Leadership• Policy and Strategy• People Management• Resources
• Process• People Satisfaction• Customer Satisfaction• Performance Results• Social Responsibility
www.servicedeskinstitute.com9
Timings – the 2014 hot dates!Submission Deadline March 15Finalists notified 16 April Site Visits large and small desks 12-14 MaySite visit managed desk19-21 MayVendor interview panel 28 May
the BIG day 17 June 2014
www.servicedeskinstitute.com10
Site Visit?Interview?
www.servicedeskinstitute.com11
The Conference
17 and 18 June 2014Hilton Metropole - BirminghamThe 3 team finalists will participate in a live - on stage - finalists ‘’Question Time’ panel
www.servicedeskinstitute.com12
The Awards Dinner
www.servicedeskinstitute.com13
Why enter?
Back office functions often get overlookedWinning an SDI award: • Provides recognition and reward• Generates a positive team climate• Demonstrates that their people are valued and
recognised• Is a reason to be proud• Builds confidence
www.servicedeskinstitute.com14
Why enter?
• The process of writing the submission is satisfying• To 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
www.servicedeskinstitute.com
• A real buzz on the desk• Morale rockets• A real sense of achievement• Promotes their success
• Tell their customers• Email footer• Poster
What’s the effect of winning?
15
www.servicedeskinstitute.com16
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!
www.servicedeskinstitute.com17
How do they celebrate?• Team activities
• Day at the races• Dinner• Party – invite people from the business• Go-carting• WII
www.servicedeskinstitute.com18
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• Leave contingency time
www.servicedeskinstitute.com19
Top Tips• Use evidence• Document innovation• Document service
differentiation• Provide charts and pictures• Demonstrate the personality
of the desk
www.servicedeskinstitute.com20
Questions
Top Related