Business Comm final presentation deck

1. Improvements in Crisis
Management
KATRINA CLAY

2. Importance of Crisis Management
 In all facets of business, proper Major Incident or Crisis Management is of the
utmost importance.
 Major Incidents cause high impact disruptions in services and can seriously
impact the reputation and profitability of a company.

3. Overview
THE CURRENT SITUATION
KEY SUCCESS FACTORS
ANALYSIS OF ALTERNATIVES
STRATEGIC OPTION

4. Current Situation
 The Service Desk is often overwhelmed and ineffective when presented with a
Major Incident, Outage, or other Crisis.
 This inefficiency impacts the company in several negative ways including:
 Loss of revenue
 Decreased customer satisfaction
 A measurable drop in employee performance and morale

5. Areas of Improvement
 There are several areas of interest that may yield opportunities for improvement.
These facets of the company will be investigated for possible solutions:
 Service Desk communication with other support groups
 Quality of Knowledge at the Service Desk
 Current staffing model
 Front End Messages
 Crisis Management skills of existing employees

6. Key Success Factors
 In order to successfully improve the Service Desk’s Crisis Management skills, it will
be necessary to
 Improve training standards
 Ensure key players understand the proper process
 Revamp key procedures and processes
 Change the toolset utilized by the Service Desk
 Improve communication with other Key Players

7. Alternatives
Communication
• In house communication
• Management team
communication
• Support Team communication
• Executive level communication
• Documentation/Post Mortem
Toolset Utilization
• ServiceNow
• Sales Force
• Remedy
• FEM tool
Additional Training
• Six SIGMA
• ITIL
• Process training
• HDI Manager training

8. Strategic Option
 Utilize the Client’s chosen ITIL compatible ITSM tool (ServiceNow) for Crisis
Management efforts
 Will allow other teams and key players to access information faster, decreasing response
time
 Provide ITIL foundation training for key management members
 Gives management team a better understanding of change, configuration, and problem
management items essential to Crisis Management
 Improve communications with necessary support teams
 Creating emergency on call rosters will improve response times
 Thoroughly define the Crisis Management process
 Understanding roles and responsibilities will help the entire team thrive during Crisis

9. Strategic Option BENEFITS & RISKS

10. Benefits
 ITIL certified management staff are worth more to the company
 A strong, proven Crisis Management team can be a selling point for increasing
business
 The up front costs of the plan are negated by the long term benefit
 Stress will be decreased on the call center floor and employee morale will
improve
 Customer satisfaction will increase with timely Crisis resolution

11. Risks
 There will be a monetary cost associated with switching toolsets and providing
the necessary training
 If the employees are not properly motivated, the plan will not succeed regardless
of cost
 If improvements are not made quickly enough, the contract will be given to a
competing company and revenue will decrease
 The Crisis Management strategy places heavy emphasis on the management
team

12. Solution FINAL RECOMMENDATIONS

13. Improving the Crisis Management skills of the Service Desk will have a positive, measurable impact
on the success of the company as a whole. By improving in several key areas including training,
process definition, communication, and tool set management the Service Desk team can increase
their chances for success exponentially.

14. References and Additional Info
 Smith, D. (2013) Business Continuity Management. A Crisis Management
Approach. Journal of Contingencies and Crisis Management, 47-48.
 Smith D.J. (2012) ‘BCM: How do you measure up?’, Institute of Business Continuity
Management, RSA
 Welcome to the Official ITIL® Website. (2014, July 5). ITIL® Home. Retrieved July
5, 2014, from http://www.itil-officialsite.com