From Zero to Hero: The Path to IT Service Excellence Webinar
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Transcript of From Zero to Hero: The Path to IT Service Excellence Webinar
© 2014 Samanage. All rights reserved.
© 2014 Samanage. All rights reserved.
Welcome
Webinar: From Zero to Hero: The Path to IT Service Excellence
May 27, 2014
© 2014 Samanage. All rights reserved.© 2014 Samanage. All rights reserved.
Shvonne WilliamsDirector of IT Services, MediFit Corporate Services
Our Presenter
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Am I in the wrong room?
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BrainBranding and Influencing Decisions
©2012 BrainBranding™ LLC
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We Are Salespeople. We Have Customers.
OPENfor business
Help Desk
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My A-Ha Moment: IT as a Brand
Help Desk
Solutions Center
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What Can IT Do To Effect Change?
xTake responsibility Analyze dataWhere do we stand?
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Driver for Change: Perceptions
xPERCEPTION REALITY
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Polling Question
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Perceived State to Desired State
ZERO… HERO?Why be a When you
can be a
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Current Solution No Longer Working
Help Desk Solutions Center
CURRENTITSM Solution
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Process for Change: Checklist
Must Have’s Nice-to-Have’s
Service management
Cross-functional use
Mobile device auditing
Asset managementContract, license,subscription mgmt.Knowledge baseHelp desk supportScalabilityExisting infrastructureintegrationNo maintenance/upkeep
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Do Your Research!
xRESEARCH COMPARE NARROW
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Ease of Use, Customer Experience
Easy to use?Little/no training required?Positive customer experience?
x
x
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Appealing to Different Thinking Styles
©2012 BrainBranding™ LLC
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Growing ROI “Beyond IT”
Help Desk Solutions Center
HR
Recruiting Payroll
Finance
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Unified Service Management
Solutions Center
Unified ITSM Platform
Finance
RecruitingHR
Payroll
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Cross-Functional Benefits
xUNIQUE EMAIL REDUCED COST EFFICIENCY
x
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End User Benefits
x
xShared Knowledgebase, Single Sign-On, and More…
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Polling Question
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The Payoff?From ZERO to HERO!
Turnaround time for pay-related questions
xIMPROVED Productivity
50%decrease
Turnaround time for system
password reset >50%decrease
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The Payoff?From ZERO to HERO!
AdditionalBusiness Unitcosts
xLOWER Operational COSTS
>65%decrease
IT Service Management
tools $0
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How Do You Define ROI?
xIndividual Department Organization
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IT Now a Functional Brand!
STEP
ONE Maintain and improve achieved brand
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IT Now a Functional Brand!
Provide strategic value as “Solutions Center”
Help Desk Solutions Center
STEP
TWO
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IT Now a Functional Brand!
Knowledge sharingSTEP
THREE
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IT Now a Functional Brand!
Continue to add cross-functional value
Help Desk Solutions Center
HR
Recruiting Payroll
Finance
STEP
FOUR
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IT Now a Functional Brand!
How are we doing?STEP
FIVE
SURVEY
RESULTS
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Lessons Learned: How to get from ZERO to HERO
• Envision your ideal Functional Brand• Is it time for change?• You’re not done yet – follow-up!
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Key Facts
Founded 2007
R&D - Netanya, IsraelProduct & Engineering
HQ - Cary, NCSales, Marketing, Finance, Customer Success
FUNDED BYCarmel Ventures
Gemini Israel Ventures
480 CUSTOMERS
45 COUNTRIES
250%GROWTH YOY
Managing > 1 million assets
93 new customers in Q1 2014
2014 Service Desk Institute Best Vendor Award Finalist for Customer Service & Support
2014 Red Herring 100 North America Finalist
2014 OnDemand Top 100 “Ones to Watch”
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WE MAKE PEOPLE HAPPY.
WE BAKE-IN SPEED.
WE’RE RICH AND TASTY NOW . . .
BUT QUICKLY ADAPT TO CHANGING TASTES.
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Questions & Answers
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