The Poor Man’s
Service Desk
Dan Wilson, PMV Technologies
Phil Gerbyshak, Robert W. Baird & Co.

Rules of the Game
• The 2 most important aspects of any successful
business or department are:
• #1 – Your People
• Focus on the “Meaning”
• #2 – Available Tools
• Ask for everything
• Don’t be afraid to fail

People – Rewards
It’s all about what you do
And how you do it!

People – Rewards: What works?
HDI Rock Story
Sophie Klossner, HDI

People – Rewards: What works?
“Pizza Hut Story”
Kirk Weisler

People – Rewards: What fails?
Awards Suck!
“The Plaque Story”

People – Rewards: What fails?
“The Dundies” from NBC’s “The Office”

People – Retention: What works?
“First Break All the Rules”, Marcus
Buckingham
Do I know what is expected of me at work?
Do I have the materials and equipment I need to do
my work right?
At work, do I have the opportunity to do what I do
best everyday?
Knowledge Growth

People – Retention: What fails?
Money as primary motivator
Set it and forget it

People – Teambuilding: Works?
Get to know your people
Pot Luck or “Group Pay” outings

People – Teambuilding: Works?
“Give it some Heat!”

People – Teambuilding: Works?
“Chaos Theory”

People – Teambuilding: What fails?
Focus on “the Stars”
Not respecting/recognizing their differences

People – Training (Soft Skills)
Local Library - Video from Library
Organizations that provide networking and
group support
HDI Meetings
Toastmasters
Writers Group
Experts “Internally”
Magazines/Newsletters/Blogs/Podcasts
Note: Money ≠ Success

People – Training (Tech Skills)
Strengths and Weaknesses
Free technical assessments – Online, Training Providers,
Tech/Trade Schools, etc.
Partner with Vendors
Get NFR licenses and technical training for implementation
Understand your benefits
Leverage Enterprise Agreements
Shareware & Beta Testing
Webinars
Lunch and learn Sessions
Build relationships with others in IT

Tools - Call Tracking
What works?
Gather requirements first
Input, processing, reporting
Do not operate in a vacuum
Sources
OpenSource
In-house
Web Development
Access
SharePoint
Find it cheap (ASP/Hosted solution)

Tools – Remote Control
• What works? – Just about anything
• Cheap tools
• Dameware
• VNC
• MS Remote Desktop Connection
• Solicit Remote Assistance (Win XP)
• ZenWorks (Netware)
• Radmin

Knowledge Base
What works?
Owner on the team “Knowledge Administrator”
Process - KCS Framework
Do not operate in a vacuum
Cheap Tools
OpenSource (hundreds of choices)
SharePoint/Wiki
In-house Built
Web Development
MS Access
Find it cheap (ASP/Hosted solution)

Tools - Patch Management
• What works?
• Have a strategy, schedule, owner, and back-
out plan
• Work with Network Admin/Desktop Support
• Cheap tools
• Windows Software Update Service (WSUS)
• Microsoft Automatic Update
• ZenWorks (Netware)
• VB Scripting
• KIX Scripting

Tools - Strategy
What works?
Know your database!
Get direct access to it (or befriend your DBA)
Tools
Crystal Report
Microsoft
Excel
Access
InfoPath
SQL Reporting Services
Dynamic Web
Cold Fusion, ASP, CGI, PHP

Remember
• The 2 most important aspects of any successful
business or department are:
• #1 – Your People
• Focus on the “Meaning”
• #2 – Available Tools
• Ask for everything
• Do not be afraid to fail

Conclusion – No Easy Button

Q&A