James Barker-Duly is Ambientia’s consultant in Stockholm. If you want to know more about our offerings over here, please ask him.
16 years 2010 Stockholm 2011 Platinum Experts
Lean management Therefore, 5 Why's and root cause analysis
Henna won the Service Desk Award 2011 in Finland
Laura Niiniö is our Service Desk Manager She suggested Henna to the competition She is a passionate person She always reminds us how we should think the client – not our own processes
You will only briefly see a glimpse of ITIL; the rest is leadership and nerd tools.
Success stories related to Service Desk management Interest to you
Laura’s method can be described quite closely to Servant Leadership: http://en.wikipedia.org/wiki/Servant_leadership
Difficult to explain in here Hey, someone, please see this? To me the team has an atmosphere where questions are encouraged failure is accepted and it is a way to learn The willingness is most likely a result of Laura’s leadership method
Most of our work is being done normally from a office from ~ 08:00 to ~ 16:00 The team is dispersed to 3- 4 offices at the time Hämeenlinna site Tampere site One home One home Certain work must be also be done actually in the office (<10 %) Then again, the team is able to select the place from which they work We have also experimented with work from really remote places The pictures are from South Africa Katja’s husband had to work from there She went also – to work the ~ 37,5 h/week The experiment went really well. Do you want to monitor the ass at the office or the results produced by the person?
We have divided the systems we support to solutions The solutions have an owner and experts The owner follows the development of related products and projects in our firm The experts are the persons who have the most training or expertise Laura, the manager, does not own any of the solutions. The team does. Again, to me this is an excellent way to delegate and empower the team
I cannot quite translate this Participatory problem solving or similar. In Finnish we call it ryhmäriihi The point is that we reserve about 3 hours to problem solving and recognition together I.e, Director (me) – Manager (Laura) – The team (all of them) Twice a year before the performance reviews
The happening goes like this Brainstorming of problems to post-it notes Everybody can suggest any problem apart form salaries. The problems will be categorized to similar issues The issues will be prioritized All of the issues will be handled somehow. For example I might explain that this is our policy. Sorry I will explain to whom should be contacted We will take issues to more through analysis Etc. The result is mentally heavy happening that purges well air We have had really extensive critique for example to the CEO, Sales and Managers…
The happening will be documented as a mind map and distributed to all participants – and to the CEO
Jira is a special tool for Ambientia! We started around 2004 to use the tool for bug tracking We did try various tools like bugzilla before with no luck in engaged usage of the software Since it has been modified and configured to contain all of our processes, like Book orders Marketing campaigns Access management Its usage started an strategic business area for us The turnover of the SBA is now around 1 000 000 € / year
The Service Desk’s SLA is being measured with Jira
Confluence Wiki for all documentation working directions Process descriptions Everybody can edit the diagrams and content in the system
An example process made with Confluence to describe the processes of the SD
We have basically eliminated email among the team Excellent tool for a distributed team
Team Board From left: Weekly Kudos from the team Weekly Plan for the members Fortuna high score Kudos Score Ice Cream Friday Score And below is the legend for the weekly plan
Konsta’s Kudos Score 3 + 1 – The system works so that everyone can suggest kudos to anyone in the team positive or negative. The feedback is well valued because we have witnessed situations lie: &quot;If I get a smiley for this, I can work overtime.&quot;
If drawn, for some reason, people tend to remember better.
I know it is a bit nerdy, but to us it is outmost cool that we have possibility to see if we have working time remaining on the maintenance contract we are working with – in real time.
CLIENT | Myllyn ParasAMBIENTIA CLIENT | Myllyn Paras Ambientia desings and implements non-trival web applications, internal web communities (intranet- replacements), business applications and offers comprehensive services.
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FACTS Finland: Helsinki | Hämeenlinna | Joensuu | Tampere | Turku Sweden: Stockholm Operating since 1996 | 80 employees Credit classification: AAA (D&B), Rating Alfa Owned by key personnel Among the top 50 growing technology companies in Finland Turnover of 6 million euros TECKNOLOGY PARTNERSCLIENT | Parliament of Finland
Servant Leadership by Laura1. The team settles as much as possible, like • on call timetable • how the timetable changes if someone is away or sick • people commit to tasks and training sessions by themselves2. Guidance is done by indirect questions3. If above fails, then directThe team has a veto when recruiting new persons