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Service Desk Proposition Presentation

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Service Desk Proposition Presentation

  1. 1. Service Desk & Support Services Alan McCarthy Pink Elephant EMEA LtdService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 1
  2. 2. Our Value Proposition  To provide Service Desk Improvement Programmes, (rejuvenation/revitalisation) consulting led delivery: assess, improve, implement  Including provision of managed, flexible, motivated, intelligent Pink Elephant employees to supplement or replace current permanent, agency or contracted resources in Service Desk/Support.Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 2
  3. 3. Key Client Problems our Service is designed to Solve  Demotivated, under performing staff  Low first time fix rate  Service Desk „churn‟ - contract resource  Lack of knowledge transfer/management  Lack of process & process automation  Over resourced Service Desk  Lack of out of hours service  No/poor relationship with customer base  Poor Service Desk Leadership/Management  Lack of Career progressionService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 3
  4. 4. Key Client Problems our Service is designed to Solve  Poor perception of Service Desk (from User Community)  Poor perception of IT Leadership (Reputation)  Poor perception of IT as a wholeService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 4
  5. 5. Features & Benefits • Help clients to improve overall Service Desk service provision • Help move beyond just Incident Management • Look to continuously improve services • Management of staff: motivation / morale / rotation / training / leave/sickness • Assist with tool requirements identification (if required) • Assist with tool selection process (if required) • Assist with provision of resources for SD tool implementation / integration (if required) • Market leading education to support Career Path Development of Service Desk teamService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 5
  6. 6. Features & Benefits Recruitment is a critical Mostly Graduates Good Technical skills / IT Literacy, but……….Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 6
  7. 7. Features & Benefits Induction Company Values ITSM Simulation ABC of ICT (Attitudes, Behaviour, Culture) ITIL FoundationService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 7
  8. 8. Features & Benefits Three Year Charter – An ITSM Apprenticeship Year 1 Induction – ITSM Simulation, ABC of ICT, ITIL Foundation SDI – Service Desk Analyst Technical and Communications Training as required Year 2 ITIL Intermediate – Operations, Support and Analysis PRINCE2 Foundation Technical and Communications Training as required Year 3 ITIL Intermediate – depending on role PRINCE2 Practitioner Technical and Communications Training as requiredService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 8
  9. 9. Features & Benefits Field Management Responsible for about 25 analysts Well being of on-site staff – Regular Appraisals through 1 to 1s Reduces vital „Management time‟ from Client Manager Responsible for performance, SLAs, and KPIsService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 9
  10. 10. Features & Benefits Staff Rotation Energy/Motivation/Drive 120% 100% 80% 60% 40% 20% Months 0% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 10
  11. 11. Features & Benefits Supernumerary 8+ staff Managed Service? – we give you 9 In-built contingency for sickness, holidays etcService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 11
  12. 12. Features & Benefits Knowledge Our people have access to a vast amount of knowledge ATLAS – hundreds of documents/ templates/ spreadsheets/ presentations etc, etc Back-up from the world‟s best Service Management ConsultantsService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 12
  13. 13. Features & Benefits Off-Shore Capability South Africa Based (+1hr Timezone) Great English - UK Graduates Entirety with on-site desk-side support Peaks & Troughs Ratio of 4:1-SA costs v UK CostsService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 13
  14. 14. What‟s in it for you? • Provision of analysts, team leaders and management level resources • Reduced Client Management Time • Reduced Cost – through better processes • Focused Improvement Programme • Experience & Skills • Supporting organisation – Access to Documentation repository (ATLAS) • Better Customer Satisfaction • Improved perception of IT • Improved relationships with key lines of business • Service Ethos – leading the way…Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 14
  15. 15. Pink Elephant‟s Values Charter Our Professional Values (WE WILL); • Be customer focussed (in mind and in all we do) • Be positive and supportive at all times • Take responsibility for delivery • Behave honestly and ethically • Be truthful and straightforward • Act with professional integrity • Use opportunities to educate and develop our customers • Share constructive feedback and seek continuous improvement • Be accountable for results • Demonstrate our commitment to our colleague‟s successService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 15
  16. 16. Pink Elephant‟s Values Charter Our Values Towards the Business (WE WILL); • Build proactive relationship with the business • Be tolerant of business and personal pressures • Seek to understand their, their priorities & needs • Focus on delivering value • Ensure we are accessible and quick to respond • Be empathetic – see things from their point of view • Not snipe or make critical comments behind their backs • Engage in joint problem solving • Give high quality, constructive tailored advice • Communicate on a regular basis • Share ideas, opportunities, knowledge and resources • Position our services proposition as a Strategic Asset • Be “one team” as a functionService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 16
  17. 17. Pink Elephant‟s Values Charter Our Values Towards Each Other (WE WILL); • Convey mutual respect at all times – for human rights and individuality • Be polite, positive and professional • Handle our differences in a rational manner • Prevent discrimination and harassment • Share knowledge for the benefit of the whole team • Avoid blaming others, not shout at others or belittle them • Engage in mutual support when others are facing difficulty, pooling our skills and valuing teamworkService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 17
  18. 18. Our SD Service Offerings - Packaged Strategy • ABC Workshop • Leadership Development • Coaching & Mentoring CSI Vision • Metrics & Reporting • Measure & Review • Visioning Workshop • Communications Planning • Performance Monitoring • Governance & Control Assessment • SD Assessment (EFQM/SDI) Build • PinkSelect • Project Roll Out • PinkVerify • Recruitment, Induction • PinkReady • Team Building • PinkView Plan • Service Desk SIP • Resource Planning • Tool Roll OutService Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 18

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