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March&19&@&12:00&pm&m&2:00&pm&
Brian&Flo...
Today’s(Speaker(
•  Marc(Fey,(Cherwell(Soaware(
WHO MOVED MY SERVICE DESK? 
Embracing Change in Challenging Times


MARC FEY

February 2014
WHO MOVED MY SERVICE DESK? 



Embracing Change in Changing Times

MARC FEY

February 2014
WHAT CHANGE LOOKS LIKE


FORRESTER
RESEARCH

CIO FORUM IN
WASHINGTON, DC"



‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 

Business Demands of ...
WHAT CHANGE LOOKS LIKE


FORRESTER
RESEARCH

CIO FORUM IN
WASHINGTON, DC"



‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 

Business Demands of ...
WHAT CHANGE LOOKS LIKE


FORRESTER
RESEARCH

CIO FORUM IN
WASHINGTON, DC"



‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 

How Customer &...
WHAT CHANGE LOOKS LIKE


FORRESTER
RESEARCH

CIO FORUM IN
WASHINGTON, DC"



‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 
‣ 

How Customer &...
WHAT THE CHALLENGE LOOKS LIKE

I&O
CHALLENGES
FACING THE
BUSINESS




GARTNER RESEARCH

“The business is dissatisfied with ...
WHAT THE CHALLENGE LOOKS LIKE

A PRODUCTIVITY
JUGGERNAUT


In a recent Gartner survey of over 2,000 global
executives, Gar...
WHAT DO WE DO?

I&O
CHALLENGES
FACING THE
BUSINESS




GARTNER RESEARCH

“BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner)
...
A PRACTICAL APPROACH

RESILIENCE

INSIGHT

ADVOCACY"
CULTURE WINS
HALF EMPTY?
OR HALF FULL?
Reply All Bridgestone Commercial
WHO MOVED MY SERVICE DESK?

RESILIENCE

INSIGHT

ADVOCACY"
RESILIENCE
Alex Honnold 60 Minutes
Adaptive Capacity

The power or ability to return to the original form,

RESILIENCE

INSIGHT

ADVOCACY"


position after b...
Adaptive Capacity

THE IMPORTANCE OF LEARNING
For want of a nail the shoe was lost."

RESILIENCE

INSIGHT

ADVOCACY"


For...
Adaptive Capacity

Where do we start?

RESILIENCE

INSIGHT

ADVOCACY"

ACTION: Initiate honest conversations about
employe...
INSIGHT
I see what I expect. 
Annie Dillard
Awareness Test
People and Context

While Einstein said he had no special talent aside from
being passionately curious (and being possibly...
People and Context

RESILIENCE

INSIGHT

ADVOCACY"


CUSTOMER FEEDBACK
REFRAMING & RESHAPING THE TENSION
‣ 

RESILIENCE

INSIGHT

ADVOCACY"


Collaborative and Supportive Environments enhance t...
WHERE DO WE START?

RESILIENCE

INSIGHT

ADVOCACY"
WHERE DO WE START?

RESILIENCE

INSIGHT

ADVOCACY"


ACTION: Initiate honest conversations about 
1) Are we giving time to...
ADVOCACY MINDSET
Offer the Best Product & Services

‣  Intelligent
‣  Elegant
‣  Meets Needs
‣  Easy
‣  Delights
PRODUCTS

RESILIENCE

INSIGHT

ADVOCACY"


STRENGTH

Products:*Intelligent*&*Elegant
CHALLENGING
QUESTIONS


Is our product intelligent
& elegant?


Does it meet today’s
needs?


Is it easy to use?


Does it...
SERVICES 

RESILIENCE

INSIGHT

ADVOCACY"


STRENGTH

Services:*Intelligent*&*Elegant
CHALLENGING
QUESTIONS


Is our product intelligent
& elegant?


Does it meet today’s
needs?


Is it easy to use?


Does it...
ADVOCACY SKILLS: Individual Skills

RESILIENCE

INSIGHT

ADVOCACY"


Deep, mutually beneficial, & voluntary. Built on a bas...
ADVOCACY SKILLS: Individual Skills

RESILIENCE

INSIGHT

ADVOCACY"




‣  Practical:

Duchenne, the smile that

engages pe...
Management/Leadership Skills

RESILIENCE

INSIGHT

ADVOCACY"

...TEAM FOCUS
(stay tuned…)
WHERE DO WE START?

RESILIENCE

INSIGHT

ADVOCACY"


ACTION: Evaluate the quality of your products
and services (Meets nee...
If you want to build a ship, don t drum up the men to gath

the wood, divide the work, and give the orders. Instea

teach ...
HANK YOU!

you would like the 1-page tools

mail: marc.fey@cherwell.com
ubject: 1-PAGES
HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" Presentation
HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" Presentation
HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" Presentation
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HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" Presentation

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HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" Presentation

  1. 1. Welcome!( Updates(from(HDI(Capital(Area( and(HDI(Corporate(( 2/19/14& February&19,&2014& & ©2013&HDI.&All&rights&reserved.&
  2. 2. New!(HDI(Cer:fica:on( •  HDI&announces&a&new&cerCficaCon:&&& &&&&HDI(Problem(Management(Professional((( & •  The&first&offering&will&be&at&HDI&2014&in& Orlando.& & •  Learn&more&at&www.ThinkHDI.com/PM&& &
  3. 3. Earn(PDU’s!( •  Need&to&renew&your&HDI&cerCficaCon&this&year?& No&problem!&& & •  Earn&Professional&Development&Units&(PDUs)&to& put&towards&your&cerCficaCon.& & •  Earn&PDUs&by&parCcipaCng&in&your&chapter:& & –  AWend&a&Local&Chapter&meeCng &&&&1&PDU&Credit& –  Speak&at&a&Local&Chapter&meeCng&&&&&&&5&PDU&Credits& –  Serve&as&an&Officer & & &&&&10&PDU&Credits& & Learn&More:&www.ThinkHDI.com/CerCficaCon&
  4. 4. Team(Cer:fied(Recipients( •  CongratulaCons&to&our&recent&Team&CerCfied& recipients&this&month:& & –  Society&of&Petroleum&Engineers&(Richardson,&TX)& –  Network&Outsource&(Wantagh,&NY)& –  Invacare&Corp&(Elyria,&OH)& &
  5. 5. HDI(Forum(Roundtables( & Take(your(networking(power(to(the(next(level.( & Join(HDI(for(a(Forum(Roundtable(event!( & •  During&the&HDI&Forum&Roundtables,&you&will&experience&a& taste&of&what&happens&during&the&HDI(Forum(meeCngs.&& & •  The&HDI&Forum&program&is&designed&to&encourage,&enhance& and&strengthen&the&members&and&their&organizaCons&by& providing&a&vision&for&the&future&based&on&today’s&actual& innovaCons&in&support.&& & Register&Today!& www.ThinkHDI.com/2014Roundtable&&
  6. 6. New(Content(to(SHARE!(( “Metrics&for&the&New&World&of&Support”&–&Roy&Atkinson& vChapter&Webcast:&“Metrics&for&the&New&World&of&Support”&–&with&Roy&& “The&Future&of&Desktop&Support:&A&Road&Map”&–&DSAB& Hot&Blog:&Ron’s&anniversary&reflecCons& Most&Recent&Blog:&“Here&We&Go&Again...&ReinvenCng&the&Wheel”&–&& John&Coles,&Dell& #HDIStatToday:& For&desktop&support,&REMOTE&SUPPORT&tools&voted&MOST& IMPORTANT&technology&for&supporCng&end&users& Research&Brief:&“Desktop&Support&Technology”& Current&Survey&Closes&Feb.&7:&Desktop&Support&PracCces&&&Salary&Survey&&& ©2013&HDI.&All&rights&reserved.&
  7. 7. Updated(Membership(Resource( •  New!&Updated&membership&levels&page&on&the& HDI&website.& •  Compare&your&membership&level&with&others.& •  Remind&yourself&what&benefits&you&have& access&to.& & Visit:(www.ThinkHDI.com/Levels(
  8. 8. Not(a(Member?(Join(Today!( Become(a(Local(Chapter(member(for(just($75!& & This&individual&local&chapter&membership&is&an&opportunity&to& connect,&network,&and&learn&in&your&own&backyard.& Enjoy(benefits(like:( •  •  •  •  •  •  & AWend&local&chapter&and&vChapter&meeCngs& Digital&subscripCon&to&SupportWorld&magazine& Apply&for&HDI&awards& Access&to&the&HDI&Job&Board& Regular&emnewsleWers&and&digests& And&much&more!& & Learn&more&at&www.ThinkHDI.com/Join& or&by&calling&800.248.5667( &
  9. 9. Thank(You(2014(Sponsors!!((
  10. 10. HDI(Capital(Area(Sponsors( •  Diamond&–&The&MIL& CorporaCon& •  PlaCnum&Plus&m& LanDesk& •  PlaCnum& –  Beyond20& –  EasyVista& •  Gold& –  Robert&Half&Technology& (Global&Sponsor)& –  Bomgar& –  IssueTrak& –  Cherwell& •  Silver& –  Service&Now& –  Time&Warner&Cable& •  Web/Event& –  –  –  –  –  –  ICnvolve& RemedyForce&& ReACT& StrataCom& TechnoLava& ArCsys&
  11. 11. Next(Mee:ng( •  Developing(a(Service(Catalog(–(( The(Strategies(to(Make(it(Work!( March&19&@&12:00&pm&m&2:00&pm& Brian&Flora,&Beyond20& ( •  We&typically&meet&the&3rd&Wednesday&of&the& month&and&most&meeCngs&are&free& •  Visit&www.hdicapitalarea.com&to&register& &
  12. 12. Today’s(Speaker( •  Marc(Fey,(Cherwell(Soaware(
  13. 13. WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times MARC FEY
 February 2014
  14. 14. WHO MOVED MY SERVICE DESK? Embracing Change in Changing Times MARC FEY
 February 2014
  15. 15. WHAT CHANGE LOOKS LIKE FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC" ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  Business Demands of the Perpetually Connected BT Explodes: Transforming Into Business-As-A-Service Driving Business Outcomes Real-Time Business: Happening At Last The CIO s Role in Business Transformation Driving Business Growth With Better Data Business Demands of the Perpetually Connected Driving Business Transformation With Research Integrated Collaboration Technology
  16. 16. WHAT CHANGE LOOKS LIKE FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC" ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  Business Demands of the Perpetually Connected BT Explodes: Transforming Into Business-As-A-Service Driving Business Outcomes Real-Time Business: Happening At Last The CIO s Role in Business Transformation Driving Business Growth With Better Data Business Demands of the Perpetually Connected Driving Business Transformation With Integrated Collaboration Technology ‣  Architecting Tomorrow s Business Outcomes THE BUSINESS
  17. 17. WHAT CHANGE LOOKS LIKE FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC" ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  How Customer & Business Outcomes Will Drive Your Future Bulletproofing Your Customer Experience Strategy Winning the Customer Experience Game Evolving Role of IT: Inspiring Crazy Loyalty Lessons From Citizen Engagement Finding Social Business Value Driving Customer Experience into Your Business The Collaboration of Marketing and IT Simplifying How Technology Drives Business & Empowers Users Happy Workers Happy Customers
  18. 18. WHAT CHANGE LOOKS LIKE FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC" ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  ‣  How Customer & Business Outcomes Will Drive Your Future Bulletproofing Your Customer Experience Strategy Winning the Customer Experience Game Evolving Role of IT: Inspiring Crazy Loyalty Lessons From Citizen Engagement Finding Social Business Value Driving Customer Experience into Your Business The Collaboration of Marketing and IT Simplifying How Technology Drives Business & Empowers Users Happy Workers Happy Customers THE CUSTOMER
  19. 19. WHAT THE CHALLENGE LOOKS LIKE I&O CHALLENGES FACING THE BUSINESS GARTNER RESEARCH “The business is dissatisfied with IT’s ability to meet the speed of the desired rate of change, and we know IT service complexity will increase.” (Gartner Research, 2014) Gartner concludes that “the service desk must become" more agile and drive a faster flux of new applications and end user needs. It must become a more dynamic business environment” (Jarod Greene, Principal Research Analyst, @jarodgreene) Organizations must improve their I&O maturity.
  20. 20. WHAT THE CHALLENGE LOOKS LIKE A PRODUCTIVITY JUGGERNAUT In a recent Gartner survey of over 2,000 global executives, Gartner found that they these leaders believe they will need a 20% improvement in performance over and above the current levels to meet business objectives." Place this information alongside two other pieces of research: •  Over half of 23,339 surveyed ot handle the stress of my job much longer” •  And 61% of employees lack sufficient technology to work effectively.
  21. 21. WHAT DO WE DO? I&O CHALLENGES FACING THE BUSINESS GARTNER RESEARCH “BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner) THE SOLUTION: EMPLOYEE ENGAGEMENT, …yours and the internal customers you serve. Research is clear: when employees are engaged, productivity skyrockets. So, these 3 key concepts become a starting point for increasing your IT engagement score and maturing your organization…to meet the productivity challenges before us… Call these STEPS ALONG A PATH
  22. 22. A PRACTICAL APPROACH RESILIENCE INSIGHT ADVOCACY"
  23. 23. CULTURE WINS
  24. 24. HALF EMPTY?
  25. 25. OR HALF FULL?
  26. 26. Reply All Bridgestone Commercial
  27. 27. WHO MOVED MY SERVICE DESK? RESILIENCE INSIGHT ADVOCACY"
  28. 28. RESILIENCE
  29. 29. Alex Honnold 60 Minutes
  30. 30. Adaptive Capacity The power or ability to return to the original form, RESILIENCE INSIGHT ADVOCACY" position after being bent, compressed, or stretched; elasticity; the ability to recover readily; buoyancy. The ability to learn—about yourself, about the world around you, about what it takes to adjust to, and to make, change. *
  31. 31. Adaptive Capacity THE IMPORTANCE OF LEARNING For want of a nail the shoe was lost." RESILIENCE INSIGHT ADVOCACY" For want of a shoe the horse was lost." For want of a horse the rider was lost." For want of a rider the battle was lost." For want of a battle the kingdom was lost." And all for the want of a horseshoe nail. -- Children s nursery rhyme
  32. 32. Adaptive Capacity Where do we start? RESILIENCE INSIGHT ADVOCACY" ACTION: Initiate honest conversations about employee capacity (how are you doing), what is actionable today, what are the risks and opportunities? (“Resilience 1-page”)
  33. 33. INSIGHT I see what I expect. Annie Dillard
  34. 34. Awareness Test
  35. 35. People and Context While Einstein said he had no special talent aside from being passionately curious (and being possibly the smartest RESILIENCE INSIGHT ADVOCACY" person ever), he also knew how to make time for insight--a skill that's scarce in our present cult of stimulation. When asked how he would spend his time if he was given an hour to solve a thorny problem, (Einstein) said he'd spend 55 minutes defining the problem and alternatives and 5 minutes solving it. Which is exactly opposite of what the vast majority of executives today would do. Einstein s Problem-Solving Formula, And Why You re Doing It All Wrong , Drake Baer, Fast Company, March 26, 2013. FINDING INSIGHT
  36. 36. People and Context RESILIENCE INSIGHT ADVOCACY" CUSTOMER FEEDBACK
  37. 37. REFRAMING & RESHAPING THE TENSION ‣  RESILIENCE INSIGHT ADVOCACY" Collaborative and Supportive Environments enhance the creative & problem-solving processes. ‣  Purposive Reframing: Finding a lens through which the current reality can be reshaped into a healthier and more productive outcome. ‣  Sharpen an individual s alertness to new information and his or her skill at sense making in the midst of confusion. Thomas, Robert J., Kindle Locations 430-431. Harvard Business Review Press.
  38. 38. WHERE DO WE START? RESILIENCE INSIGHT ADVOCACY"
  39. 39. WHERE DO WE START? RESILIENCE INSIGHT ADVOCACY" ACTION: Initiate honest conversations about 1) Are we giving time to creative insight and problem solving, 2) Have we articulated “Who we serve,” “What is the context (physical & personal situation)?” and “How robust is our commitment to customer feedback?” (“INSIGHT 1-PAGE”)
  40. 40. ADVOCACY MINDSET Offer the Best Product & Services ‣  Intelligent ‣  Elegant ‣  Meets Needs ‣  Easy ‣  Delights
  41. 41. PRODUCTS RESILIENCE INSIGHT ADVOCACY" STRENGTH Products:*Intelligent*&*Elegant
  42. 42. CHALLENGING QUESTIONS Is our product intelligent & elegant? Does it meet today’s needs? Is it easy to use? Does it delight our customers (and their customers)? PRODUCT STRENGTH
  43. 43. SERVICES RESILIENCE INSIGHT ADVOCACY" STRENGTH Services:*Intelligent*&*Elegant
  44. 44. CHALLENGING QUESTIONS Is our product intelligent & elegant? Does it meet today’s needs? Is it easy to use? Does it delight our customers (and their customers)? SERVICES STRENGTH YOUR LOGO HERE Advocacy •  Meets needs •  Easy to use •  Delightful to our customers
  45. 45. ADVOCACY SKILLS: Individual Skills RESILIENCE INSIGHT ADVOCACY" Deep, mutually beneficial, & voluntary. Built on a basis of likability, trustworthiness, & quality. In order to be successful, you have to go beyond transactions; sell them on your dream. (Guy Kawasaki) GUY KAWASAKI How to Engage and Enchant Your Customers”
  46. 46. ADVOCACY SKILLS: Individual Skills RESILIENCE INSIGHT ADVOCACY" ‣  Practical: Duchenne, the smile that engages people ‣  Problem-solving: meet the need, make it easy, tee it up for people to be delighted, if possible. ‣  Proactive & Purposeful: Default mode is to advocate for the person you are serving. GUY KAWASAKI How to Engage and Enchant Your Customers
  47. 47. Management/Leadership Skills RESILIENCE INSIGHT ADVOCACY" ...TEAM FOCUS (stay tuned…)
  48. 48. WHERE DO WE START? RESILIENCE INSIGHT ADVOCACY" ACTION: Evaluate the quality of your products and services (Meets needs, Easy to use, Delights). Discuss: Do we have a plan to develop individuals’ skills needed to deliver “customer advocacy services” (“ADVOCACY 1-PAGE”)
  49. 49. If you want to build a ship, don t drum up the men to gath the wood, divide the work, and give the orders. Instea teach them to yearn for the vast and endless sea -- Antoine de St. Exupery
  50. 50. HANK YOU! you would like the 1-page tools mail: marc.fey@cherwell.com ubject: 1-PAGES
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