View the slides from our 'Marketing Your Service Desk' webinar by Kirsty Watson, Telefonica UK which was broadcast on 10 October as part of IT Service Week 2014.

1. Marketing a 5 Star
Service Desk
Kirsty Watson
10.10.14
DISCOVER, DISRUPT, DELIVER

2. Marketing to
our internal
customers
DISCOVER, DISRUPT, DELIVER
External
marketing
and
recognition
Benefits to
effectiveness
and
efficiency

3. DISCOVER, DISRUPT, DELIVER
Recognition
• Submission for internal
brand awards
• Individual and team
reward and recognition
Business Brand
• How can our 5* services
support our customer
Rally Cry?
Communication
• Business-wide
communication
• Senior Leadership blogs
• Recognition at corporate
annual conference
Visibility
• Site Roadshows
• Team Clinics
• 121 Appointments
• YamJams
• Service Desk Online
SDI Branding
• Use of logo
• Department signage
• Individual branding

4. DISCOVER, DISRUPT, DELIVER
External
Marketing and
Industry
Recognition
Industry
Events
Reference
Visits
SDI Training
SDI Events
and
Conference
Industry
Comms
Service Desk
mutual visits
(e.g. University
of Leeds, Sky)
Service Desk
personnel
attending Analyst
and Management
training
Networking
opportunities
(e.g. SDI Annual
Conference,
Large Service
Desk Event,
Journey to 5*)
Non-SD specific
industry events
(e.g. SITS, itSMF)
Articles in
Industry
publications

5. Benefits to effectiveness and efficiency
6% improvement in FLR 4% improvement in FCR
Reduced Resolution Times
DISCOVER, DISRUPT, DELIVER
Improved Customer
Experience

6. DISCOVER, DISRUPT, DELIVER
Questions?
6