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From Zero to Hero: The Path to IT Service Excellence Webinar

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Does your IT department have a perception problem within your organization? As IT professionals, it’s easy to feel undervalued and under-appreciated by your peers throughout the organization. This may …

Does your IT department have a perception problem within your organization? As IT professionals, it’s easy to feel undervalued and under-appreciated by your peers throughout the organization. This may seem like an insurmountable issue, but with the right tools, you can quickly change minds while becoming more efficient!

Listen to the recorded webinar to learn how Shvonne Williams, Director of IT Services at MediFit Corporate Services, was able to turn around her team’s image and transform the IT department into a strategic business partner within the organization.

What you'll learn:
-Your “functional” reputation – why you should care & how you can improve it.
-Maximizing the impact of your ITSM Solution - The must haves and nice to haves when considering alternative solutions.
-Thinking beyond IT – Move beyond the “break-fix” perception and contribute to organizational goals.


Presenter:

Shvonne Williams, M.B.A.
Director of IT Services, MediFit Corporate Services

With more than ten years’ experience, Shvonne has implemented new systems to increase efficiency, enhance collaboration, and improve reliability and productivity. In her current position, Shvonne supports over 1,000 employees. With a passion to drive organizational change using technology, she was able to evolve the help desk from a group most tried to avoid to an employee-centric solutions center. Shvonne holds a Bachelor’s degree in Networking and Telecommunications and an MBA in Technology Management.

Published in: Business, Technology

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  • KL: Great. Let’s have another couple of slides after this that cover the key takeaways for the factors that enable “beyond IT” and the seamless user experience as well as one that talks about the idea that Medifit did more than implement a new ITSM solution (may be covered in slide 12…let’s discuss).

    Started using Samanage and implementing new processes and grow and checking off the nice-to-haves
    Service Management – something we never had before
    Cross-functional use

    Organization-wide service desk and solution center. Went from strictly limited to IT to other departments. Reach beyond walls of IT and use the tool with very little training, unified system for research and learning.

    Payroll
    HR & Recruiting could get seamless support through ticket system.

    Benefits: Payroll got rid of shared email box
    Improved efficiency – everyone’s using same tool
    “Sorry about recreating requests and send it here” – one place, one source and info get to who it needs to get to

    From user perspective, one self-service portal with same interface no matter which department need to submit ticket to, knowledge base and provided consistent area and tie right into Google Apps. And because use SSO with Samanage, don’t have to use another login. Get more info with very little effort.
  • Samanage is a global organization since inception and our Headquarters is based in Raleigh North Carolina, with an engineering center in Israel. We are backed by two prominent Israeli VCs and are at a stage where we are growing very quickly 250% every year. And we see an opportunity for us to grow even faster in our market in years to come.
  • As you can probably tell I’m a product geek, and the biggest compliment we get from our customers is that they love to use our product.

    I truly believe that there is an opportunity for us to build a type of software that is focused on the people that are using it, and believe it or not, that’s a novel idea in our legacy industry.

    But the thing that strikes a difference for us as a vendor is the service we provide our customers. It is tasty as a cookie [SMILE].

    I like to think that we truly listen to our customers feedback and adapt quickly to enhance the solution to better meet their needs.
  • Transcript

    • 1. © 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
    • 2. © 2014 Samanage. All rights reserved.© 2014 Samanage. All rights reserved. Shvonne Williams Director of IT Services, MediFit Corporate Services Our Presenter
    • 3. © 2014 Samanage. All rights reserved. Am I in the wrong room?
    • 4. © 2014 Samanage. All rights reserved. BrainBranding and Influencing Decisions ©2012 BrainBranding™ LLC
    • 5. © 2014 Samanage. All rights reserved. WeAre Salespeople. We Have Customers. OPEN for business Help Desk
    • 6. © 2014 Samanage. All rights reserved. MyA-Ha Moment: IT as a Brand Help Desk Solutions Center
    • 7. © 2014 Samanage. All rights reserved. What Can IT Do To Effect Change? xTake responsibility Analyze dataWhere do we stand?
    • 8. © 2014 Samanage. All rights reserved. Driver for Change: Perceptions xPERCEPTION REALITY
    • 9. © 2014 Samanage. All rights reserved. Polling Question
    • 10. © 2014 Samanage. All rights reserved. Perceived State to Desired State ZERO… HERO? Why be a When you can be a
    • 11. © 2014 Samanage. All rights reserved. Current Solution No Longer Working Help Desk Solutions Center CURRENT ITSM Solution
    • 12. © 2014 Samanage. All rights reserved. Process for Change: Checklist Must Have’s Nice-to-Have’s Service management Cross-functional use Mobile device auditing Asset management Contract, license, subscription mgmt. Knowledge base Help desk support Scalability Existing infrastructure integration No maintenance/ upkeep
    • 13. © 2014 Samanage. All rights reserved. Do Your Research! xRESEARCH COMPARE NARROW
    • 14. © 2014 Samanage. All rights reserved. Ease of Use, Customer Experience  Easy to use?  Little/no training required?  Positive customer experience? x x
    • 15. © 2014 Samanage. All rights reserved. Appealing to Different Thinking Styles ©2012 BrainBranding™ LLC
    • 16. © 2014 Samanage. All rights reserved. Growing ROI “Beyond IT” Help Desk Solutions Center HR Recruiting Payroll Finance
    • 17. © 2014 Samanage. All rights reserved. Unified Service Management Solutions Center Unified ITSM Platform Finance Recruiting HR Payroll
    • 18. © 2014 Samanage. All rights reserved. Cross-Functional Benefits xUNIQUE EMAIL REDUCED COST EFFICIENCY x
    • 19. © 2014 Samanage. All rights reserved. End User Benefits x xShared Knowledgebase, Single Sign-On, and More…
    • 20. © 2014 Samanage. All rights reserved. Polling Question
    • 21. © 2014 Samanage. All rights reserved. The Payoff? From ZERO to HERO! Turnaround time for pay-related questions xIMPROVED Productivity 50% decrease Turnaround time for system password reset >50% decrease
    • 22. © 2014 Samanage. All rights reserved. The Payoff? From ZERO to HERO! Additional Business Unit costs xLOWER Operational COSTS >65% decrease IT Service Management tools $0
    • 23. © 2014 Samanage. All rights reserved. How Do You Define ROI? xIndividual Department Organization
    • 24. © 2014 Samanage. All rights reserved. IT Now a Functional Brand! Maintain and improve achieved brand
    • 25. © 2014 Samanage. All rights reserved. IT Now a Functional Brand! Provide strategic value as “Solutions Center” Help Desk Solutions Center
    • 26. © 2014 Samanage. All rights reserved. IT Now a Functional Brand! Knowledge sharing
    • 27. © 2014 Samanage. All rights reserved. IT Now a Functional Brand! Continue to add cross-functional value Help Desk Solutions Center HR Recruiting Payroll Finance
    • 28. © 2014 Samanage. All rights reserved. IT Now a Functional Brand! How are we doing? SURVEY RESULTS
    • 29. © 2014 Samanage. All rights reserved. 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!
    • 30. © 2014 Samanage. All rights reserved. Key Facts Founded 2007 R&D - Netanya, Israel Product & Engineering HQ - Cary, NC Sales, Marketing, Finance, Customer Success FUNDED BY Carmel Ventures Gemini Israel Ventures 480CUSTOMERS 45COUNTRIES 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”
    • 31. © 2014 Samanage. All rights reserved. WE MAKE PEOPLE HAPPY. WE BAKE-IN SPEED. WE’RE RICH AND TASTY NOW . . . BUT QUICKLY ADAPT TO CHANGING TASTES.
    • 32. © 2014 Samanage. All rights reserved. Questions & Answers © 2014 Samanage. All rights reserved.