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Working alone can get you in trouble


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Presented to HDI Motown, March 2012

Speaker: Tom Smetana, Technisource

Published in: Technology, Business
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Working alone can get you in trouble

  1. 1. Working alone …..can get you in trouble!!Presented by:Tom Smetana, Solutions Director – Technology Support Services
  2. 2. Talking points
  3. 3. An independent support operation createsinefficiencies In many IT service and support environments, the Service Desk is managed independently from the Desktop Support operations, contributing to inefficiencies in providing support.
  4. 4. What happens when you don’t have acollaborative environment?
  5. 5. Gap between the teams compound theproblem Service Desk The Service Desk and Desktop Support Operations work independent of each other, but often report to the same leadership No unified approach or a common strategy/vision No alignment of Metrics and Key Performance Indicators Focused on own group – do not care what happens to others Inconsistencies and lack of control in the support operations greatly contribute to a negative end user experience
  6. 6. Resolving Level 1 incidents on first contactis critical to everyone’s success
  7. 7. The Desktop Support’s view of the situation Incidents are being processed through Desktop Support when they could/should be resolved by the Service Desk Technicians are asked to resolve escalated requests beneath their skill level Average cost of Higher cost are associated with dispatching a technician dispatching a technician when the is almost 3 times the Service Desk could have resolved the cost of resolving in issue Service Desk* *Source: MetricNet LLC Technicians perform tasks that divert them from more strategic initiatives
  8. 8. The Service Desk’s view of the situation Ownership of each contact needs to be established, whether Service Desk escalates it or not Some Service Desks do not retain ownership of escalated calls & off-load the responsibility When incidents are escalated throughout the organization, one centralized group is not overseeing what happens and/or whether a timely resolution occurs – “Lost” requests are increased – End users become frustrated – Absence of a Single Point of Data (SPOD)* “Get it done at Level 1”*Source: Jim McKennan, “The Service Doctor”
  9. 9. The End User’s view of the situation 9
  10. 10. Everyone benefits using the “Shift Left”strategy
  11. 11. Due to the gaps between teams cross- training& career opportunities are minimized
  12. 12. The views each team has of each othercreates gaps in their synergy …leading to higher frustration with the teams
  13. 13. Why Service Desk & Desktop support teamsshould collaborate?
  14. 14. Process of integration leads to a better career path & more efficient organizationStrategic Career Path Cross Training CommunicationProactive Performance Metrics/Key Performance Indicators People, Contact Process & Incident Management- Technology Analysis/ Consistency Reactive Develop Vision/ Problem & Control Strategy Management Independent Friendly Collaborative Gap that exists between the teams
  15. 15. Develop a clear strategy to unify both teams
  16. 16. Decrease separation through incidentanalysis & problem management
  17. 17. Implement contact management aftercapturing the data from the environment
  18. 18. Evaluate People, Process and Technology 18
  19. 19. Evaluate and align performance metrics/KPIs …Changes will “encourage” pro-active behavior …You must continue review, enhance & modify metrics/KPI’s …Calculate how cost were reduced
  20. 20. Develop a plan to better communicateto the teams  Communicate how the unified team will: – Enhance customer support – Add value to the business operations – Financial impact of the changes  Share the news – Team – Management – End user community – “Campaign for better support”
  21. 21. Cross-training teams will deliver bettersupport experience to the end user
  22. 22. Develop & document a formal plan forcareer-path
  23. 23. The value & benefits of integrationincreases the quality of support -
  24. 24. Bringing teams together is crucial tosuccess of support environment
  25. 25. Questions?
  26. 26. Further Information Working Along Can Get You in Trouble – – HDI SupportWorld • May/June 2011 Issue – 26