2014-03-03/04

MARC FEY February 2014

WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times

2014-03-03/04

2014-03-03/04

WHAT CHANGE LOOKS LIKE

FORRESTER RESEARCH

CIO FORUM IN WASHINGTON, DC

‣ Business Demands of the Perpetually Connected

‣ BT Explodes: Transforming Into Business-As-A-Service

‣ Driving Business Outcomes

‣ Real-Time Business: Happening At Last

‣ The CIO’s Role in Business Transformation

‣ Driving Business Growth With Better Data

‣ Business Demands of the Perpetually Connected

‣ Driving Business Transformation With Research Integrated

Collaboration Technology

2014-03-03/04

‣ Business Demands of the Perpetually Connected

‣ BT Explodes: Transforming Into Business-As-A-Service

‣ Driving Business Outcomes

‣ Real-Time Business: Happening At Last

‣ The CIO’s Role in Business Transformation

‣ Driving Business Growth With Better Data

‣ Business Demands of the Perpetually Connected

‣ Driving Business Transformation With Integrated Collaboration

Technology

‣ Architecting Tomorrow’s Business Outcomes

THE BUSINESS

FORRESTER RESEARCH

CIO FORUM IN WASHINGTON, DC

WHAT CHANGE LOOKS LIKE

2014-03-03/04

‣ How Customer & Business Outcomes Will Drive Your Future

‣ Bulletproofing Your Customer Experience Strategy

‣ Winning the Customer Experience Game

‣ Evolving Role of IT: Inspiring Crazy Loyalty

‣ Lessons From Citizen Engagement

‣ Finding Social Business Value

‣ Driving Customer Experience into Your Business

‣ The Collaboration of Marketing and IT

‣ Simplifying How Technology Drives Business & Empowers Users

‣ Happy Workers Happy Customers

FORRESTER RESEARCH

CIO FORUM IN WASHINGTON, DC

WHAT CHANGE LOOKS LIKE

2014-03-03/04

‣ How Customer & Business Outcomes Will Drive Your Future

‣ Bulletproofing Your Customer Experience Strategy

‣ Winning the Customer Experience Game

‣ Evolving Role of IT: Inspiring Crazy Loyalty

‣ Lessons From Citizen Engagement

‣ Finding Social Business Value

‣ Driving Customer Experience into Your Business

‣ The Collaboration of Marketing and IT

‣ Simplifying How Technology Drives Business & Empowers Users

‣ Happy Workers Happy Customers

FORRESTER RESEARCH

CIO FORUM IN WASHINGTON, DC

WHAT CHANGE LOOKS LIKE

THE CUSTOMER

2014-03-03/04

WHAT THE CHALLENGE LOOKS LIKE

I & O CHALLENGES FACING THE

BUSINESS GARTNER RESEARCH

“The business is dissatisfied with IT’s ability to meet the speed of the desired rate of change, and we know IT service complexity will increase.” (Gartner Research, 2014)

Gartner concludes that “the service desk must becomemore agile and drive a faster flux of new applications and end user needs. It must become a more dynamic business environment” (Jarod Greene, Principal Research Analyst, @jarodgreene)

Organizations must improve their I&O maturity.

2014-03-03/04

A PRODUCTIVITY JUGGERNAUT

In a recent Gartner survey of over 2,000 global executives, Gartner found that they these leaders believe they will need a 20% improvement in performance over and above the current levels to meet business objectives.

WHAT THE CHALLENGE LOOKS LIKE

Place this information alongside two other pieces of research: • Over half of 23,339 surveyed ot handle the stress of my job

much longer”• And 61% of employees lack sufficient technology to work

effectively.

2014-03-03/04

I & O CHALLENGES FACING THE

BUSINESS GARTNER RESEARCH

“BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner)

THE SOLUTION: EMPLOYEE ENGAGEMENT,…yours and the internal customers you serve.

Research is clear: when employees are engaged, productivity skyrockets.

So, these 3 key concepts become a starting point for increasing your IT engagement score and maturing your organization…to meet the productivity challenges before us…

Call these STEPS ALONG A PATH

WHAT DO WE DO?

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

A PRACTICAL APPROACH

2014-03-03/04

CULTURE WINS

2014-03-03/04

HALF EMPTY?

2014-03-03/04

OR HALF FULL?

2014-03-03/04 “Reply All” Bridgestone Commercial

2014-03-03/04

2014-03-03/04

2014-03-03/04

WHO MOVED MY SERVICE DESK?

RESILIENCEINSIGHT

ADVOCACY

2014-03-03/04

RESILIENCE

2014-03-03/04 “Alex Honnold” 60 Minutes

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

“The power or ability to return to the original form,

position after being bent, compressed, or stretched;

elasticity; the ability to recover readily; buoyancy.”

“The ability to learn—about yourself, about the

world around you, about what it takes to adjust to,

and to make, change.”*

Adaptive Capacity

FINDING INSIGHT

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

THE IMPORTANCE OF LEARNINGFor want of a nail the shoe was lost.

For want of a shoe the horse was lost.

For want of a horse the rider was lost.

For want of a rider the battle was lost.

For want of a battle the kingdom was lost.

And all for the want of a horseshoe nail.

-- Children’s nursery rhyme

Adaptive Capacity

FINDING INSIGHT

2014-03-03/04

Where do we start?RESILIENCE

INSIGHTADVOCACY

ACTION: Initiate honest conversations about

employee capacity (how are you doing), what is

actionable today, what are the risks and

opportunities? (“Resilience 1-page”)

Adaptive Capacity

FINDING INSIGHT

2014-03-03/04

INSIGHT

“I see what I expect.” Annie Dillard

2014-03-03/04 Awareness Test

Awareness test video

2014-03-03/04

People and Context

RESILIENCEINSIGHT

ADVOCACY

“While Einstein said he had no special talent aside from being

passionately curious (and being possibly the smartest person

ever), he also knew how to make time for insight--a skill that's

scarce in our present cult of stimulation.”

“When asked how he would spend his time if he was given an

hour to solve a thorny problem, (Einstein) said he'd spend 55

minutes defining the problem and alternatives and 5 minutes

solving it. Which is exactly opposite of what the vast majority of

executives today would do.”

“Einstein’s Problem-Solving Formula, And Why You’re Doing It All Wrong”, Drake Baer, Fast Company, March 26, 2013.

FINDING INSIGHT

2014-03-03/04

People and Context

RESILIENCEINSIGHT

ADVOCACY

CUSTOMER FEEDBACK

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

REFRAMING & RESHAPING THE TENSION‣ “Collaborative and Supportive Environments enhance the

creative & problem-solving processes.”

‣ “Purposive Reframing: Finding a lens through which the

current reality can be reshaped into a healthier and more

productive outcome.”

‣ “Sharpen an individual’s alertness to new information and

his or her skill at ‘sense making’ in the midst of confusion.”Thomas, Robert J., Kindle Locations 430-431. Harvard Business Review Press.

CUSTOMER FEEDBACK

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

WHERE DO WE START?

STARTING POINT

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

ACTION: Initiate honest conversations about

1) Are we giving time to creative insight and problem

solving, 2) Have we articulated “Who we serve,”

“What is the context (physical & personal

situation)?” and “How robust is our commitment to

customer feedback?” (“INSIGHT 1-PAGE”)

STARTING POINT

2014-03-03/04

ADVOCACY MINDSETOffer the Best Product & Services

‣ Intelligent

‣ Elegant

‣ Meets Needs

‣ Easy

‣ Delights

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

Products: Intelligent & Elegant

PRODUCT STRENGTH

2014-03-03/04

• Is our product intelligent & elegant?

• Does it meet today’s needs?

• Is it easy to use?

• Does it delight our customers (and their customers)?

TOUGH QUESTIONS

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

Services: Intelligent & Elegant

SERVICES STRENGTH

2014-03-03/04

YOUR LOGO HERE

Advocacy • Meets

needs• Easy to use• Delightful

to our customers

TOUGH QUESTIONS

• Is our product intelligent & elegant?

• Does it meet today’s needs?

• Is it easy to use?

• Does it delight our customers (and their customers)?

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

ADVOCACY SKILLS: Individual Skills

“Deep, mutually beneficial, & voluntary. Built on a basis of

likability, trustworthiness, & quality. In order to be successful,

you have to go beyond transactions; sell them on your

dream.” (Guy Kawasaki)

GUY KAWASAKI “How to Engage and Enchant Your Customers”

SKILLS BUILDING

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

ADVOCACY SKILLS: Individual Skills

‣Practical: “Duchenne,” the smile that engages

people

‣Problem-solving: meet the need, make it easy,

tee it up for people to be delighted, if possible.

‣Proactive & Purposeful: Default mode is to

advocate for the person you are serving.

GUY KAWASAKI “How to Engage and Enchant Your Customers”

SKILLS BUILDING

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

Management/Leadership Skills

...TEAM FOCUS

(stay tuned…)

SKILLS BUILDING

2014-03-03/04

RESILIENCEINSIGHT

ADVOCACY

WHERE DO WE START?

ACTION: Evaluate the quality of your products

and services (Meets needs, Easy to use, Delights).

Discuss: Do we have a plan to develop

individuals’ skills needed to deliver “customer

advocacy services” (“ADVOCACY 1-PAGE”)

STARTING POINT

2014-03-03/04

“If you want to build a ship, don’t drum up the men to gather

the wood, divide the work, and give the orders. Instead, teach

them to yearn for the vast and endless sea.”

-- Antoine de St Exupery

2014-03-03/04

THANK YOU!If you would like the 1-page tools, or you have questions or comments:

Email: marc.fey@cherwell.comSubject: 1-PAGES

2014-03-03/04

MARC FEY February 2014

WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times