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!
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??
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…
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.
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
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.