Service Desk Myths
-
Upload
paulnapier -
Category
Documents
-
view
1.417 -
download
1
description
Transcript of Service Desk Myths
1
Remarc Group
Europe’s premier provider of Consultancy, Training & Recruitment solutions.
“Have a passion for quality, care and excellence”
2
Agenda
• Why do Service Desks fail?• Skills Gap• Exposing Myths• Education Options
3
Why do Service Desks fail?
• Wrong people• Wrong pay• Wrong support tools• Ineffective processes• No information management• No training• No respect• No Governance• No Management commitment
4
The Reality
• If you make customers unhappy in the physical world, they might each tell 6 friends.
• If you make customers unhappy on the Internet, they can each tell 6,000 friends.
5
What skills do YOU need?
BUSINESSTECHNICAL
INTERPERSONAL PROCESS
6
Myth #1 – IT service should aim to exceed customer expectations
IT is NOT a traditional customer service role.
In the IT profession, the goal is to keep customers reasonably but consistently satisfied….
…To achieve this, we need the right:
- Processes - Training - Procedures - Targets/Objectives
- People - Attitude - Technology - Partners
- End to End across the IT service -
7
Myth #2 – “The Customer is Always Right”
No, they are NOT - BUT:
• Understanding customer’s underlying needs…• Documenting requirements accurately…• Managing customer expectations…• Handling complaints, feedback and suggestions…• Showing empathy with customers…• Saying ‘No’ without conflict…• Treating co-workers with courtesy…
…is the role of the IT Professional
8
Myth #3 - 100% Satisfaction can be achieved
We cannot be all things to all people, BUT:
• Understanding business goals…• Knowing our customers and their customers… • Enhancing our Value Proposition…• Preventing dangerous DISSATISFACTION…• Handling every interaction in a positive, professional, courteous and
effective manner…• Constantly looking to improve our service and products…• Taking ownership & initiative…
…is the role of the IT Professional
9
MYTH #4 - Our customers cannot go anywhere else
Leads to complacency and services that stop matching business requirements
• Customers stop calling • Users could try to fix things themselves • We end up fixing it anyway!• We get bad PR• We’re the focus of complaints• Outsourcing IT is tempting• The resulting service STILL doesn’t match business requirements
…customers not hesitating to call IT Is the role of the IT Professional
10
Doing the ‘basics’ effectively, efficiently and consistently enamours us with the business
• Managers will listen if ‘walk the talk’
and manage IT services professionally• We’re more likely to get resource if users
are satisfied than DISSATISFIED• Consistency & professionalism allows • us to be more EFFECTIVE & EFFICIENT
…making the most of what resources we have is the role of the IT Professional
MYTH #5 – We don’t have enough.. people, money, training, time, resources
11
Business SDI Service Desk Manager
• Role & Responsibilities of the Service Desk• Create an effective team and keep it on track • Managing the team - six key areas of effective leadership • Processes - review existing processes against best practice • Taking the Service Desk forward • Raising your contribution to the business• Development plans - how to create and implement them • IT Service Management (ITIL) • Tools and technologies• Operational management • Financial awareness - financial acumen for today's
business environment
12
BusinessSDI Service Desk Analyst
• Understand the four key concepts required to deliver effective support
• Being a support analyst - everything you need to know about the role and the responsibilities
• Key skills - identify, understand and develop core competencies
• Processes - principles of IT service and the role of the service desk
• Relationship management - best practice customer service, dealing effectively with difficult situations and teamwork
• Metrics - understanding Service Level Agreements, key service desk metrics and customer satisfaction measurement methodologies
• Tools and technologies - overview of the latest available and their benefits
13
Business ISEB Foundation Certificate in Business Analysis
• Business Analysis Competencies• Business Analysis Process Model• Strategy Analysis• Investigation Techniques• Making a Business & Financial Case • Stakeholder Analysis & Management• Managing Business Change• Modelling the Business System• Business Process Modelling• Requirements Engineering• Modelling the IT System • Information Resource Management
14
Managing across the Lifecycle
ITIL v3 Foundation for Service Management
Lifecycle modules
SS SO CSISTSD
Capability modules
OSA SOARCVPPO
ITIL Expert
ITIL v2 Foundation Certificate
ITIL v2 Managers Certificate
V3 Managers
Bridge
ITIL®ITIL ® Qualification & Certification scheme
ITILITIL® v3 Qualification &
Certification scheme
ITIL v2 Practitioner Certificates
v3 Foundation Bridge
v3 Foundation Bridge
V3 Managers
Bridge
ITIL Master
15
InterpersonalCustomer Care for NHS IT Professionals• Why Customer Care Matters in IT• Skills, Knowledge & Competencies of the NHS IT Professional• What IT Customers Need• Customer Perception• Essential Customer Service Skills
SDI Service Desk Analyst• Relationship management• Best practice customer service, dealing effectively with difficult
situations and teamwork
16
ConsultancyThe Remarc approach to the delivery and implementation of solutions is simple. To meet and exceed your expectations, we believe that thorough understanding of customer requirements is vital.
Consultancy Solutions
• ReAssure ITIL v3 Readiness Assessment
• ReAssure ITIL Full Assessment
• ReAssure ITIL Discrete Assessment
• ReAssure ITIL Overview Assessment
Contact Details
Best Practice Consulting Group
Contact: Paul Napier
Phone: 0113 234 6777
Mobile: 07944 392 538
E-Mail: [email protected]
Website: www.remarc.co.uk
LinkedIn: http://www.linkedin.com/in/paulnapier
17