Getting face-to-face in ITSM


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Technology retailers raised the bar for customer-centric support when they introduced face-to-face support facilities in their stores. Service when you want it, where you want it. It fits beautifully with the lives and expectations of their customers. Could this approach work for your IT service desk?

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  • I came across this article on CIO. A 'bring your own support' movement is sprouting up within BYOD programs as employees become more self-sufficient. Is this a death knell for the IT help desk? One possible savior: an enterprise Genius Bar.
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Getting face-to-face in ITSM

  1. 1. Gettingface-to-face in ITSM How to build and run a concierge bar
  2. 2. Technology retailers arepioneering new face-to-face support facilities.
  3. 3. It’s an in-person service, where you want it…
  4. 4. When you want it.
  5. 5. It builds great customer relationships and a positive image fortechnical support.
  6. 6. Could it work for your IT organization?
  7. 7. Welcome to theITSM concierge bar…
  8. 8. A face-to-face ITsupport facility for your internal customers.
  9. 9. It promises, quick, convenient problem resolution — with a personal touch.
  10. 10. How do you knowif it’s right for yourorganization?
  11. 11. First:
  12. 12. Ask yourself why you might want to offer this service.
  13. 13. To keep pace with the industry? Look out: It may be a good model, but it takes significant resources and planning — to be worthwhile, it has to offer more.
  14. 14. Serviceimprovement or remediation? A good reason – but make sure the projected improvements warrant the investment needed…
  15. 15. …it’s also not a short-cutto addressing problems inyour core ITSM processes
  16. 16. Drive strategic growth? Many IT organizations are changing the way they work with customers at every level…
  17. 17. …they’re integrating IT innovation into every business process. IT needs to be visiblein every business unit, and theconcierge bar is a great wayof building that relationship.
  18. 18. So, you think it might work for your organization…
  19. 19. What value could a conciergebar add to an alreadyeffective service?
  20. 20. Reduction in onsite Predictable visits (customers workloads (customers come to you have to schedule instead) time) Predictable support times Better able to Resources needed handle calls that to solve issues will require user be closer at hand training
  21. 21. What problems won’t be solved by building a concierge bar?
  22. 22. Lack of a service culture
  23. 23. Negative attitudes between customers and IT
  24. 24. Technicians who cannot communicate well
  25. 25. Weak incident management (if it doesn’t work now…)
  26. 26. Inability to define theimpact of an incident
  27. 27. Ok, you’re interested—what skills do you needto staff the concierge bar?
  28. 28. 1Troubleshoot and resolve incidents in front of a customer, while maintaining a positive and reassuring attitude.
  29. 29. 2Link the actions they are performing to the business priorities of the user they areassisting — and to communicate in those terms with the user.
  30. 30. 3 Communicate in a professionalmanner without becoming familiar or condescending.
  31. 31. 4Even when they dont know what to do, they remain in control.
  32. 32. 5 They are able to juggle conflictingpriorities without making a user feel that their appointment is less important.
  33. 33. The conciergeapproach looks great,but there still so manyquestions to answer…
  34. 34. Luckily, you can find the answer to these questions and many more in our free eBook: Download now Watch our hangout