From a Toyota to a BMW
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From a Toyota to a BMW How Lonely Planet transformed their Service Desk Jay Hyett Development & Operations Manager Lonely Planet
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Transcript of From a Toyota to a BMW
From a Toyota to a BMWHow Lonely Planet transformed their Service Desk
Jay HyettDevelopment & Operations Manager
Lonely Planet
1. Hire on attitude
2. Ask the right questions
Customer ServiceGive me an example of a time when you weren’t sure what a customer wanted? What did you do and what was the outcome?
What do you think is the most important aspect of a support role?
Communication SkillsTechnical information is often difficult for non-technical people to understand. What have you done in the past to ensure that what you are communicating is clear, logical and understood by a non-technical audience?
InitiativeTell me about the last time you undertook a project/task that demanded a lot of initiative. What type of project/task was it? Why was initiative called for? What was the outcome?
Teamwork & Relationship BuildingHow do you develop relationships with colleagues working directly with you or in other areas of the business?
3. Promote from Service Desk
4. Use a Queue Manager
Check Yes or No – COMMENTS:
http://servicedesk – Ensure the queue is cleared and urgent incidents are assigned and responded to.
FTP queries sent to author-tech-help – Log ticket in Service-Now and respond if urgent
Check Internal External Ticket
Number Time Team
Informed (if down)
www.lonelyplanet.com
http://www.lonelyplanet.com/thorntree/
Check Yes No Ticket Number Time
Printers (Toner/Service) - \\lpozpwprnt03 (Printers and Faxes)
Check Yes No
Collect & distribute mail
Cardboard Recycling (back of tech room) + Blue Bin
Team member monitoring queue over lunch Madhavie MONDAY ONLY # of Participants Time Induction 0 0 COMMENTS: On call numbers if required - http://theloop/support/it/ For more information on Incident Management see - http://stonehenge/it/GT/itoperations/csi/Incident%20Management/Forms/AllItems.aspx 5. Implement checklists
Quick wins that have a big impact
Focus on people Be proactive Look beyond ITILListen & act on
customer feedback
6. Implement stand ups
7. Use Agile for projects
Quick wins that have a big impact
Focus on people Be proactive Look beyond ITILListen & act on
customer feedback
8. Implement periodic surveys
Series1
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1316
3734
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Sep-08 Apr-09
What could we do to make your IT
experience better?
9. Implement transactional surveys
Series1
-10
10
30
50
70
90
1316
3734
44
57
Sep-08 Apr-09 Oct-09 Apr-10 Oct-10 Jun-11
For this call, was there anything we could have done
better?
Quick wins that have a big
impact
Focus on people
Be proactive
Look beyond ITIL
Listen & act on customer feedback
1. Hire on attitude
2. Promote from Service Desk
3. Use a Queue Manager
4. Implement checklists
5. Implement stand ups
6. Use Agile for projects
7. Implement periodic surveys
8. Implement transactional surveys
