Bren Boddy "What The Heck Did My CIO Just Say?"
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Bren Boddy "What The Heck Did My CIO Just Say?"

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Bren Boddy "What The Heck Did My CIO Just Say?" Bren Boddy "What The Heck Did My CIO Just Say?" Presentation Transcript

  • What the Heck did my CIO just say? Bren Boddy Help Desk Manager Exchange Bank
  • About me… 30 yrs Customer Service Management experience Creator of Super Help Desk Disney Fanatic Motorcycle Rider
  • A little about my company Founded 1890 400 employees Unique Ownership Golden Gate Bridge is part of our history Community minded culture
  • About my Help Desk Single Point of Contact for Internal Support Service Catalog:  New Accounts  Operations  Bank Security  Facilities  Telecom  IT (Hardware/Software)  ATM Customer Service Driven Staff of 4 with 95 years Company experience My team is HDI Certified
  • Our Mission Statement Deliver exceptional customer service in a timely manner and keep our customers performing at the highest level of productivity
  • My CIOStarted with the company in 1968 & always in IT Old school:  Punch cards What 43 years in IT  Switchboard phone line  will do to you   IBM 360 Computer  Call everyone for help New School:  Virtualization …and he’s still smiling!  VoIP  iPad  Call the Help Desk!
  • You’ve come a long way baby!
  • How to get to the CIO circa 2002 CIO Application Support Manager Project Manager responsible for the Help Desk Help Desk Operations Manager
  • Talking the talk
  • The unknown (to me) language
  • Most Requested Metrics Average Speed to Answer Abandonment Rate Response time for email Average number of email exchanges to resolve an incident First call resolution rate Fully burdened cost per incident 1. Chat 2. Email 3. Phone 4. Walkup Source: 2010 HDI Practices & Salary Survey
  • What does my CIO care about? Being informed…no surprises! Acknowledging the call quickly and meeting the original target date while communicating with the customer until the call is complete. Completing the service the first time…no reopened calls. Uptime What about my metrics??
  • Good relationship = NO Surprises!
  • What do I care about? Giving excellent service 100% of the time FCR Growing knowledge Staff burnout Teamwork/cohesiveness Being of value to the organization (job security) Uptime We are the voice of the End User…
  • Figuring it out – Thanks Frank
  • Give ‘em candy, they will come
  • Get a seat a the BIG table How are you perceived? Brand YOU Use your natural talents Get CLOUT!Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”
  • How was I perceived?
  • Brand You
  • Use your natural talents
  • Clout…• Knowledge Champion• Communication Central• People Connector• Crisis Manager• Queen of the CYA
  • Networking Learning to ‘talk the talk’ with other like minded IT Professionals
  • Where I go… HDI Connect LinkedIN Mashable TechWeb CIO Magazine Twitter Feed I follow:  Hashtags: #custserv, #leadership, #management #ITIL #HDI #ITSM #SM  Business: @CNETNews, @techweb, @Gartner @thinkhdi @TechRepublic @wired
  • Keeping updated… Local HDI Chapter Meetings Software User Group meetings Industry Publications Webinars Share what you learn! Your CIO keeps up on trends in the industry and you should too. Remember to bridge the gap daily because you have a very valuable perspective: your Customers.
  • Tying it together
  • Metrics on a Mission Mission Statement + CSF (Critical Success Factor) + KPI (Key Performance Indicator) = $$$ savings Now I’m speaking his language!Source: Malcolm Fry The Power of Metrics for Optimal ITSM Performance 2011
  • Translation: Mission Statement: Deliver exceptional customer service….keep our customers performing at the highest level of productivity+ CSF: Resolve incidents as quickly as possible minimizing impacts to the business + KPI: Percentage of incidents closed by the Help Desk without reference to other levels of support = $$$ Savings! Fewer calls to second level
  • This will always be a work in progress
  • For the CIO…He gets metrics he needs, he knows he’s one of the first to know when we have downtime (CYA), he has an understanding from the End User perspective.
  • ….and for me?I now have a CIO I can talk to about projects, ideas, and department issues. There is still a layer of management between us, but I have a direct line to him when necessary.
  • Where are we now? He asks me who is in my network that I can ask XYZ about Disaster Recovery Communication Central Management Committee - monthly IT Division Meetings – bi-weekly SRJC Community College Advisory BoardI am a player at the big table (thank you Brenda Iniguez!)
  • Take-away Find a commonality between you and your CIO - your ice breaker Understand what language they are speaking and learn key phrases – ROI? TCO? Align your goals with the company’s goals – be strategic but remember to speak from the end user perspective Get your foot in the door of projects – your feedback can sometimes make or break a project Discover your value and report on it – Communication? DR? Problem Management?
  • After all of this…..Meet Rich. He’s my new CIO. He started two weeks ago so I’m going to do this all over again.
  • Questions? Contact info: Bren Boddy boddyb@exchangebank.com 707.524.3104 @brenbt on Twitter