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HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing Service Desk Effectiveness

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About the Program

You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away!

Learn how to:

- Assess the quality of your current support
- Utilize in-house resources to tailor and deliver a comprehensive training program
- Leverage knowledge management
- Enforce policies to ensure information is retained and utilized

Published in: Technology
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HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing Service Desk Effectiveness

  1. 1. March 22, 2019 Welcome! March 2019 Networking Event and Presentation
  2. 2. Thank you 2019 Sponsors!
  3. 3. HDI Capital Area Officers Bill Liberti, President LaTonya Morgan, VP Programs Monica Morrison, VP Program Logistics Christie Shell, VP Membership Kristin Ekanger, VP Finance Erica Hanna, VP of Communications NJ Robinson, VP Sponsorship Cecil Spence, Secretary Travis Johnson, AVP Membership Lee Weekley, Chapter Advisor Sandy Seroskie, Chapter Advisor Virginia Scuderi, Leadership Council
  4. 4. HDI Local Chapter Membership 2019 Watch for news on becoming a member of our local chapter!
  5. 5. What’s Hot at HDI: Open Community Welcome to the New HDI Community! Have you heard? The HDI membership community is now complimentary! If you haven’t joined yet, what are you waiting for? For ZERO dollars, you gain access to: ✓ HDIConnect – Check out the new look and features! ✓ Practices & Salary Reports ✓ Monthly research, toolkits and trend reports ✓ Additional discounts to events and training ✓ Also be sure to learn more about HDI’s Local Chapter network and membership! ThinkHDI.com/community *All paid members will continue to receive access to their benefits, like member-only discounts, until your membership expires.
  6. 6. What’s Hot at HDI: Events! Upcoming HDI Conferences • HDI Conference & Expo ⎹ April 7-12, 2019 ⎹ Orlando, FL – Omni Rosen ⎹ Register at www.HDIConference.com – Reminder: Current HDI Members still receive their $200 discount – Paid Local Chapter Members receive a $150 discount and their local chapter receives $50 for your registration! Contact your local chapter for the registration code. – Announcing keynote speaker: Robert Van Winkle, a.k.a Vanilla Ice! Learn about his ultimate evolution, and yes, he will be performing at the conference party! • Service Management World⎹ Save the date: October 15-17, 2019 ⎹ Orlando, FL – Championsgate⎹ www.smworld.com
  7. 7. What’s Hot at HDI: Webinars! Upcoming HDI Webinars • Tuesday, April 23, 2019 • 1:00pm–2:00 pm ET – Supporting Distance Learners Through Remote Support: The SNHU Story – Speakers: Roy Atkinson and Michael O’Leary
  8. 8. What’s Hot at HDI: Training! HDI Training • Start the year out by investing in you and your team! • Visit ThinkHDI.com to view HDI’s current training schedule • Current HDI Members received a $100 discount on public, virtual training, and pre-conference training • Paid HDI Local Chapter Members receive a 5% discount on all registration based training • The local chapter for these paid members receives $50 for every public, virtual or pre-conference registrant and $25 for every online training registrant • Be sure to use your local chapter code!
  9. 9. • Support Center Analyst (SCA) and Customer Service Representative (CSR): Update Now Live! • NEW – Desktop & Advanced Support Technician: Completely updated to focus on the emerging/transitioning role of desktop and advanced tiers/levels. (Virtual & Public Release – end of February) • Technical Support Professional: NEW & Adding Certification: Advanced Trouble Shooting and Problem Solving: Q2 Release • Service Management Portfolio: Added Service Management Optimization (SMO) Course, Incident, Change, Service Level, ITIL 4 – Plus Consulting! • Coaching Course: Updated Coaching Course coming soon • Support Center Strategy: Updated Course coming soon • Director/Manager/Team Lead Courses: Undergoing revisions in 2019 What’s Hot at HDI: New Courses & Capabilities
  10. 10. Agenda 12:00 noon to 12:30 PM – Lunch and Networking 12:30 PM to 1:50 PM – Program 1:50 PM to 2:00 PM – Survey, Prize Drawing 2:00 PM – Meeting Ends
  11. 11. Today’s Program Next Step Quality: 5 Steps to Increasing Service Desk Effectiveness You may have a great team of professional, courteous, customer- service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. In today’s interactive presentation we’re going to discuss the many obstacles to service desk effectiveness and strategies for overcoming them. You will leave motivated to begin implementing these strategies and increasing quality on your service desk right away! Key takeaways for attendees: Learn how to: • Assess the quality of your current support • Utilize in-house resources to tailor and deliver a comprehensive training program • Leverage knowledge management • Enforce policies to ensure information is retained and utilized
  12. 12. Our Speakers Monica Morrison Monica Morrison is a dynamic, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, and solutions implementation. She has more than 23 years of experience implementing ITSM best practices that have improved service delivery and support in large companies as well as nonprofit organizations. Monica has extensive experience coaching and mentoring individuals and building strong, cohesive teams that achieve results. She holds ITIL and HDI Support Center Manager certifications and currently serves as the VP of Program Logistics for the HDI Capital Area chapter. LaTonya Morgan LaTonya Morgan is a certified Project Management Professional with more than 12 years of experience leading and managing IT professionals on government contracts. She has successfully established help desks from the ground up, including several ticketing tool implementations and transitions. She's well known for her ability to improve staff performance and build strong, high-performing teams. She is also ITIL-certified, which facilitates her establishment of well-defined policies and procedures. LaTonya currently serves that the VP of Programs for the HDI Capital Area Chapter.
  13. 13. HDI Capital Area Presents: Next Stop Quality: 5 Steps to Increasing Service Desk Effectiveness March 22, 2019 | 12:00 – 2:00pm Beyond 20 | 1325 G Street NW | Suite 1020 | Washington, DC
  14. 14. Speaker Bios Monica Morrison • Twenty-four years of ITSM experience • Customer service advocate • Focus on process improvement, team building, and solutions implementation • ITIL and HDI certified • VP of Program Logistics for the HDI Capital Area local chapter LaTonya Morgan • Twelve years of experience leading IT professionals • Focus on establishing help desks from the ground up • Well know for improving staff performance and teambuilding • PMP and ITIL certified • VP of Programs for the HDI Capital Area local chapter
  15. 15. Great Service Desk Team… ….But lacking many of the necessary skills to resolve customer issues Courteous Professional Customer-Service Oriented Great ASA Low Abandon Rates Friendly Prompt
  16. 16. Step #1: Measure and Assess Surveys Metrics Stakeholder Feedback “If you can’t measure it, you can’t improve it.”
  17. 17. Step #2: Tailor a Training Plan “Training is never urgent, but it’s always necessary” Every organization is different Find what your pain points are Think about what quality looks like for YOUR team Base your training on that
  18. 18. Lack of knowledge on… How to request services Who is responsible for what How to properly categorize tickets Troubleshooting steps to take before escalating to other teams Intermediate/advance technical troubleshooting
  19. 19. Top Service Desk Complaints
  20. 20. Example of a Good Service Desk Training Plan How to submit requests Ticket Categorization and Assignment Common Support Issues Network Troubleshooting SOPs for Incident Management
  21. 21. “An investment in knowledge pays the best return.” Don’t try to create a training plan by yourself Partner with and solicit help from other Technical managers as well as your Tier 2 staff Technical managers will be more than happy to train Service Desk staff because of the Return on Investment in time saved for their teams Get Others to Help
  22. 22. Step #3: Leverage Knowledge Quick reference guides and detailed documentation How-to documentation for submitting requests Where-to documentation for ticket assignments Troubleshooting documentation Common support issues Create a Knowledge Base in your ITSM tool or SharePoint site Have your Analysts create and update articles as part of their job duties “Knowledge is the new capital, but it’s worthless unless it’s accessible, communicated, and enhanced.”
  23. 23. Step #4: Enforce Policies Mandatory questions about knowledge usage on incident forms Checks by Tier 2 for escalated tickets SOPs for incident management and request fulfillment Ticket audits to ensure and enforce policy compliance Ultimately have performance ratings and reviews tied into policy adherence “People don’t do what you expect, they do what you inspect.”
  24. 24. Step #5: Measure and Assess Again and Again Since improvement is continual, once you have created your training plan, trained your team, and established a knowledge management system, you should continually measure and assess. You should begin to see a significant improvement in customer satisfaction as you continue to improve the quality of your service desk.
  25. 25. • Tailor a Training Plan • Every organization is different • Find your pain points • Think about what quality looks like for your team • Base your training on that • Leverage Knowledge • Create quick reference guides and detailed documents • Keep them in ITSM Tool or SharePoint site • Have Analysts create and update articles • Enforce Policies • Make knowledge use mandatory through ITSM • Perform checks on escalated tickets • Tickets audits to ensure and enforce policy compliance • Tie performance ratings and reviews to policy adherence 1 2 3 Key Takeaways
  26. 26. QUESTIONS?
  27. 27. Thank you for attending! Monica Morrison is ITSM Process Manager for CareFirst BlueCross BlueShield. She has more than 20 years of ITSM experience, implementing industry best practices that improved service in large companies and nonprofit organizations. She has experience coaching, mentoring, and building cohesive teams. Monica is a high-energy, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, team building, and solutions implementation. She holds ITIL and HDI certifications, and currently serves as VP of Program Logistics for the HDI Capital Area local chapter. Contact me at monicamd_2000@yahoo.com LaTonya Morgan is a certified Project Management Professional with more than 12 years of experience leading and managing IT professionals on government contracts. She has successfully established help desks from the ground up, including several ticketing tool implementations and transitions. She's well known for her ability to improve staff performance and build strong, high-performing teams. She is also ITIL-certified, which facilitates her establishment of well-defined policies and procedures. LaTonya currently serves as the VP of Programs for the HDI Capital Area local chapter. Please fill out a survey for a chance to win prizes!!!

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