12 Step Program for Codependent Help Desks

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12 Signs and 12 Steps
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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.

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12 Step Program for Codependent Help Desks

  1. 1. Does Your Service DeskNeed a 12 Step Program?<br />Founder, ServiceSphere<br />chris.dancy@servicepshere.com<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  2. 2. Overview<br />Help Desk or Enablement Desk?A 12-Step program for your staff when supporting your users becomes a co-dependent nightmare. See how quickly organizations can go from taking calls to obeying demands, and how this disturbing trend can be set straight!<br />
  3. 3. Agenda<br />Topic Overview<br />Prizes!!!<br />Disclaimer<br />Topic Exploration<br />12 Signs of a Trouble Waters<br />Metrics to Watch For<br />12 Steps of Enlightenment <br />Please Send Questions in Chat, Answers in Email and as Time provides.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  4. 4. Thank You HDI!<br />Very special thank you to HDI<br />TwitteratiPlease Use, #HDNESS<br />@ServiceSphere<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  5. 5. Feeling Lucky? Find a GA meeting!<br />ITIL Lite!<br />Session This Afternoon<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  6. 6. Who is this Chris Dancy Guy?<br />Started as a Help Desk Tier One 1990<br />Moved to Help Desk Manager<br />FrontRange HEAT & ITSM Consultant<br />Integrations Product Manager for Service Desk & Desktop Management Tool<br />Business Development / Thought Leadership Touchpaper<br />Founder ServiceSphere (insert NO commercial here)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  7. 7. Disclaimer*<br />The views expressed here within are those of mine alone, they are based on:<br />Working on a help desk<br />Helping Thousands Organizations Structure Help Desk<br />Outreach and teaching<br />Long hours of listening<br />LESSON ONE: You have two EARS and one MOUTH, IN THAT ORDER<br />THIS TOPIC WILL BE SUBJECTIVE<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  8. 8. Why This Topic?<br />It is my belief that a support desk can become very unhealthy for everyone very quickly, via the very nature of it’s commissioned purpose.<br />A "codependent" is one side of a relationship between mutually needy people. <br />The dependent, or obviously needy party(s) may have emotional, physical, financial difficulties, or addictions they seemingly are unable to surmount.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  9. 9. Measurements of Success?<br />Happy Representatives<br />Happy Customers<br /><ul><li>Feel successful
  10. 10. Enjoy Helping
  11. 11. Know there is a future
  12. 12. Surrounds themselves with other successful people
  13. 13. Comes in Early and Stays Late…and doesn’t Mention It
  14. 14. Joyfully calls the Desk
  15. 15. Recommends the desk to others
  16. 16. Follows Procedures
  17. 17. Uses the Knowledgebase
  18. 18. Logs calls in the portal</li></ul>Or Are there Other More Obvious Measures?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  19. 19. How to Measure Your Desk?<br />Define Risk Mitigation Plan<br />Execute by Business Priority<br />Customized System and Process Training<br />Measure, Feedback and Improve<br />TRAIN, TRAIN, TRAIN! in ITIL ®<br />Identify Process Owners and SMEs<br />Identify Business Priorities for Process Improvement<br />Define Actionable Metrics<br />Reconfigure technology to enable Process<br />Define Roles and Responsibilities<br />Define Basic SLM for IT Service Support<br />Design and Document New ITIL/BP Processes<br />Organizational Change Readiness <br />Assess ITIL®/Best Practices Process Maturity<br />Metrics and Reports Review<br />Policy and Procedure Review<br />360 Degree Interviews<br />Benchmark Assessment<br />Work Observation<br />Best Practice <br />State<br />Transformation<br />Current State<br />Gap Analysis<br />Process <br />Maturity<br />Process<br />Redesign<br />Assessment<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  20. 20. How to Measure Your Desk?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  21. 21. Do it Yourself ITIL<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  22. 22. Ahead of the Curve?<br />1996 = 10,000<br />2001 = 10,000<br />2008 = My Mother<br />2010 = My Mother<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  23. 23. Evolution<br />Fire Fighting <br /><ul><li>Call tracking
  24. 24. LAN sniffers
  25. 25. PC diagnostic tools </li></ul>Reactive Assistance <br /><ul><li>Management by exception
  26. 26. Managed by problem management
  27. 27. Basic inventory and configuration information
  28. 28. Events from all networked components</li></ul>Proactive Assistance <br /><ul><li>Integrated use of data
  29. 29. Agents in the networked components
  30. 30. Proactive notification
  31. 31. Solution rediscovery
  32. 32. Virtual, integrated help desks </li></ul>Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  33. 33. ITIL<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Common Language<br />People, Process & Tools<br />Define Human Behavior<br />Cultural Change<br />CULTURAL CHANGE….REALLY? <br />FOR WHO, THE IT DESK, CUSTOMER, MANAGEMENT, WHO????<br />
  34. 34. I heard it Through the Grapevine<br />“We give our users whatever they ask for.”<br />“Our users are not that bright”<br />“Level Two think they are above everyone”<br />“That doesn’t apply if…..”<br />“Those users are different than ….”<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  35. 35. Good Advice<br />“We are as sick as our secrets”<br />When you point a finger at someone, there are three pointing back at you.<br />Everything after "but" is what they really want you to really know<br />If Nothing Changes, nothing changes<br />If you're coasting, your going down hill. <br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  36. 36. Origins<br />Incident: <br /> Restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price<br />Help Desk Equation 101:<br />SLAs + Management Metrics – Real Life * Customers = <br />360 Resentment <br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  37. 37. Band-Aids<br /><ul><li>ITIL
  38. 38. Six Sigma
  39. 39. CMM
  40. 40. FRAMEWORK FATIGUE !
  41. 41. Process X
  42. 42. Any Maturity Model
  43. 43. Consulting for 10,000 days
  44. 44. MAPPING WORKS WHEN YOUR LOST!
  45. 45. New Technology / Software
  46. 46. New Management
  47. 47. New Staff
  48. 48. REPLACE EVERYTHING !</li></ul>Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  49. 49. 12 Signs of Trouble Waters<br />Do As We Say, Not As We Do! (Someone get me a new blackberry off the shelf)<br />Category, Other! (20% Hardware 10% Software 70% Other)<br />Go to the source, your favorite Source! (Is “so and so available, he/she knows my system)<br />Which Number do I push or Call?<br />(Telephony as a Lotto Number Selection?)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  50. 50. 12 Signs of Trouble Waters<br />Signs, Posters, Videos about Customers! (It’s only funny until someone pokes out an eye)<br />Customers joke about “Help Desk” <br />ACD used as a warning Signal! (Call ID-ont)<br />Forbidden Entrance (What is the airspeed velocity of an unladen swallow?<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  51. 51. 12 Signs of Trouble Waters<br />Death by Metrics (If you can measure it you can fail)<br />Framework Fanatics (Six months of consulting will fix this issue)<br />One Step Closings (No need to follow up, I took care of it)<br />You are Here Today!<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  52. 52. Measurements….<br />*HDI 2007 Salary Survey<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  53. 53. Measurements….<br />Ultimately we have <br />NO CONTROL.<br />*HDI 2007 Salary Survey<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  54. 54. Measurements….<br />*HDI 2007 Salary Survey<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  55. 55. Proactive Blame<br />Blame, the customers, the management, the engineers, the support tool, the policy…..<br />What type of people make good help desk team members?<br />Good Technically <> Healthy toward Customers<br />What type of people make difficult customers?<br />Difficult <> calls too much, attitude<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  56. 56. 12 Steps of Enlightenment<br />Scheduled SLT Reviews (With EVERYONE POSSIBLE)<br />Call Source based SLT(Support is a two way street)<br />Centralize all Request Types (One Stop Shopping, or officially a “Service Catalog”)<br />Reward Use of Self Help (Give someone their five minutes)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  57. 57. 12 Steps of Enlightenment<br />Make it a Security Issue (People are used to be scared by “Heighten Security”)<br />Publish Departmental Stats on the Portal (“Wow, look at how much the Marketing Department Calls”)<br />Publish Software Volume Licensing on Portal (sometimes too much to eat will curb your appetite)<br />Understand Satisfaction is a two way street<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  58. 58. 12 Steps of Enlightenment<br />Get involved locally, regionally and nationally with peers, HDI, itSMF, PINK. (Share your Experience, Strength and Hope)<br />Monthly/ Qtry Newsletter to Organization on State of the State. (It’s better to get read than RED)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  59. 59. 12 Steps of Enlightenment<br />Teach True Business Alignment to your staff and ALL your customers. (If you make orange juice, focus on your crops, not your tractors)<br />Set aside time each week for everyone on the desk to reflect and journal. (For the Love of Ron Muns…LET IT OUT SISTER)<br /> (TWITTER…but that is another topic, using Web 2.0 for support!)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  60. 60. Review<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Remember, you are a team, even outside of your department.<br />Talk to your customers, Take Them To Lunch<br />When it is “US” & “THEM”, everyone loses.<br />Tools and Process are only temporary!<br />People want to be needed, but control the need.<br />Promote the Desk, Newsletter, Blog, “Take your Help Desk to Work Day”<br />
  61. 61. Remember<br />We admitted we were powerless over customer- that our desk had become unmanageable. <br />Came to believe that a power greater than our tier one could restore us to sanity.<br />Made a decision to turn our will and lives over to the care of the CIO as we understood the CIO.<br />Made a searching and fearless physical inventory of spare parts closet.<br />Admitted to HR, to ourselves, and to another Tier One, the exact nature of our wrongs.<br />Were entirely ready to have our mental health provider remove all these defects of character.<br />Humbly asked Microsoft to remove our shortcomings.<br />Made a list of all persons we had harmed and became willing to make amends to a sampling rate of them.<br />Made direct amends to our customer wherever possible, except when to do so would injure them or others, resulting in guantanamo like behavior.<br />Continued to take a mental inventory and when we were wrong, promptly said 12 Hail Mary’s and 41 Our Fathers.<br />Sought through prayer and meditation to improve our conscious contact with the call tracking system as we understood It, praying only for knowledge of SLA results slanted for us and the power to carry that out.<br />Having had a spiritual awakening as the result of these steps, we tried to carry this message to other help desks, and to practice these principles in all our affairs.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  62. 62. Conclusions<br />ADMIT YOU MIGHT HAVE A PROBLEM<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  63. 63. Chris Recommends<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  64. 64. PRIZE TIME!<br />First Person to Correctly Answer:<br />3 Signs of Enlighten or Troubled Waters<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  65. 65. Thank You.<br />For Additional White Papers, Examples and Help please contact<br />chris.dancy@servicesphere.com.<br />http://twitter.com/servicesphere<br />http://www.facebook.com/servicesphere<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />

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