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SDI - SDA - Service Desk Analyst

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Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDA (Service Desk Analyst) courseware.

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SDI - SDA - Service Desk Analyst

  1. 1. Course accredited by APMG International, in alignment with SDI Service Desk and Support Analyst Standards.
  2. 2. Start and finish Course style LunchCoffee and breaks M00 - Course introduction 2/8 | 2/281
  3. 3.  After completing this course you will be able to:  Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk and support analyst  Summarise the role and responsibilities of the service desk and support analyst and demonstrate the attributes, skills and knowledge required to fulfil the role effectively  Recognise when to use those attributes, skills and knowledge to deal effectively with a variety of situations  Explain how to better identify customers’ needs  Recognise the benefits of teamwork  Demonstrate the skills for handling difficult situations  Recognise the need for effective and well thought out processes and procedures M00 - Course introduction 3/8 | 3/281
  4. 4.  Describe the key IT service management processes in the areas where the service desk has clear responsibilities  Recognise the importance and benefits of having SLAs, OLAs and underpinning contracts in place  Recognise the value and benefits of customer satisfaction surveys  Identify the value of, and need for, metrics within the service desk environment  Describe some of the available tools and technologies for service desk staff and customers to use  Summarise how to effectively use social media tools in the service desk  Be prepared for taking the service desk and support analyst examination M00 - Course introduction 4/8 | 4/281
  5. 5. M00 - Course introduction Please share with the class:  Your name and surname  Your organization  Your profession  Title, function, job responsibilities  Your experience with service desk  Your personal session expectations 5/8 | 5/281
  6. 6.  Exam  Paper based and closed book exam  Only pencil and eraser are allowed  Simple multiple (ABCD) choice exam  Only one answer is correct  60 questions, pass mark is 45 (75%)  1 hour exam  No negative points, no “Tricky Questions”  No pre-requisite for Analyst exam  Sample, two (official) mock exams are provided to you Candidates completing an examination in a language that is not their mother tongue, will receive additional time M00 - Course introduction 6/8 | 6/281
  7. 7. Mission To enable organisations to enhance the value of business and IT integration through exceptional IT service and support by: Setting global industry standards Delivering thought-leadership and knowledge Influencing service improvement for individuals and organisations M00 - Course introduction 7/8 | 7/281
  8. 8. twitter.com/mirodabrowski linkedin.com/in/miroslawdabrowski google.com/+miroslawdabrowski miroslaw_dabrowski www.miroslawdabrowski.com Mirosław Dąbrowski Agile Coach, Trainer, Consultant (former JEE/PHP developer, UX/UI designer, BA/SA) Creator Writer / Translator Trainer / Coach • Creator of 50+ mind maps from PPM and related topics (2mln views): miroslawdabrowski.com • Lead author of more than 50+ accredited materials from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc. • Creator of 50+ interactive mind maps from PPM topics: mindmeister.com/users/channel/2757050 • Product Owner of biggest Polish project management portal: 4PM: 4pm.pl (15.000+ views each month) • Editorial Board Member of Official PMI Poland Chapter magazine: “Strefa PMI”: strefapmi.pl • Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods translator for Polish language • English speaking, international, independent trainer and coach from multiple domains. • Master Lead Trainer • 11+ years in training and coaching / 15.000+ hours • 100+ certifications • 5000+ people trained and coached • 25+ trainers trained and coached linkedin.com/in/miroslawdabrowski Agile Coach / Scrum Master PM / IT architect Notable clients • 8+ years of experience with Agile projects as a Scrum Master, Product Owner and Agile Coach • Coached 25+ teams from Agile and Scrum • Agile Coach coaching C-level executives • Scrum Master facilitating multiple teams experienced with UX/UI + Dev teams • Experience multiple Agile methods • Author of AgilePM/DSDM Project Health Check Questionnaire (PHCQ) audit tool • Dozens of mobile and ecommerce projects • IT architect experienced in IT projects with budget above 10mln PLN and timeline of 3+ years • Experienced with (“traditional”) projects under high security, audit and compliance requirements based on ISO/EIC 27001 • 25+ web portal design and development and mobile application projects with iterative, incremental and adaptive approach ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank, Descom, Ericsson, Ericpol, Euler Hermes, General Electric, Glencore, HP Global Business Center, Ideo, Infovide-Matrix, Interia, Kemira, Lufthansa Systems, Media-Satrun Group, Ministry of Defense (Poland), Ministry of Justice (Poland), Nokia Siemens Networks, Oracle, Orange, Polish Air Force, Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom, Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy, Tieto, University of Wroclaw, UBS Service Centre, Volvo IT… miroslawdabrowski.com/about-me/clients-and-references/ Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management, Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern, DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0, ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development / Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM Simulation … M00 - Course introduction 8/8 | 8/281
  9. 9. 1. Roles and Responsibilities 2. Relationship Management 3. Effective Customer Communication Skills and Competencies 4. Problem Solving 5. Effective Rapport and Conflict Management Skills 6. Effective Process Management 7. IT Service Management Part 1 8. IT Service Management Part 2 9. Quality Management for the Service Desk 10. Service Desk Technologies 11. Tools and Technologies M01 - Roles and Responsibilities 2/34 | 10/281
  10. 10. 1. Examine the role and the responsibilities of a service desk and support analyst 2. Examine the role and responsibilities of the service desk 3. Review the concepts of best practice within the support industry 4. Discuss the importance of meeting commitments and delivering service excellence 5. Examine the attributes, skills and knowledge required of a successful analyst 6. Review the concepts of teamwork and managing cultural differences M01 - Roles and Responsibilities 3/34 | 11/281
  11. 11. To represent the service desk in a professional manner To consistently deliver quality customer service M01 - Roles and Responsibilities 4/34 | 12/281
  12. 12. Maintain and enhance customer satisfaction throughout the life-cycle of all service desk interactions in a respectful, courteous and positive manner. Manage customer expectations Provide appropriate support Accurately document all interactions Maintain and share appropriate product and services knowledge Ensure customers receive consistent messages Perception equals REALITY M01 - Roles and Responsibilities 5/34 | 13/281
  13. 13. Manage customer expectations Provide appropriate support Accurately document all interactions Maintain and share appropriate product and services knowledge Ensure customers receive consistent messages Communicate effectively with stakeholders Adhere and contribute to the service desk’s processes and procedures To be aware of appropriate societal and environmental issues and responsibilities Maintain and enhance customer satisfaction M01 - Roles and Responsibilities 6/34 | 14/281
  14. 14. Attend courses, seminars and industry events Subscribe to industry related publications Join and participate in industry related groups M01 - Roles and Responsibilities 7/34 | 15/281
  15. 15. To serve as a single point of contact (SPOC) M01 - Roles and Responsibilities 8/34 | 16/281
  16. 16. Develop and implement service desk goals that align with the organisation’s business objectives M01 - Roles and Responsibilities 9/34 | 17/281
  17. 17. Manage customer expectations  Keeping the organisation and/or supported customer performing at the highest level possible Provide the customer with a first contact resolution where possible  Providing fast, responsive and consistent quality service within agreed service levels Manage compliments and complaints Balance support expenses to deliver optimum levels of quality and cost effectiveness Provide a clear communication channel between customers and the IT organization M01 - Roles and Responsibilities 10/34 | 18/281
  18. 18. Follow the organisation’s policies, processes and procedures  Adhere to, police and support the organisation's security policies/requirements Demonstrate the value and contribution of the service desk to the organisation Contribute to knowledge creation and maintenance Develop and implement effective processes and procedures Identify service improvement initiatives Being aware of appropriate societal and environmental issues and responsibilities relating to the service desk M01 - Roles and Responsibilities 11/34 | 19/281
  19. 19. Understand and comply with the contents of the service level agreement Contact the service desk about all IT interactions and requirements using the appropriate and agreed channels Provide analysts / specialists with the information required to resolve incidents and service requests Provide feedback M01 - Roles and Responsibilities 12/34 | 20/281
  20. 20. Develop and manage the service desk team to operate professionally on a daily basis Ensure SLAs and service expectations are met Deliver consistent levels of service quality Oversee recruitment and encourage staff development Promote the service desk across the IT organisation and ensure that it is integrated into all relevant processes and activities Manage expectations of the service M01 - Roles and Responsibilities 13/34 | 21/281
  21. 21. SDI best practices:  ITIL® - IT Service Management Best Practices  BiSL® Framework  ISO/IEC 20000  ISO 9000 (series)  ISO/IEC 27000 (series)  ISO/EIC 27001 - , ISO/EIC 27005 M01 - Roles and Responsibilities 14/34 | 22/281
  22. 22. All organisations have standards of professionalism and behaviour that they expect all employees to adhere to. These policies are very important because they clearly set out the expectations and requirements of the organisation. M01 - Roles and Responsibilities 15/34 | 23/281
  23. 23. Supports consistent behaviour Provides a framework for the analyst to work within Provides a framework for consistent service M01 - Roles and Responsibilities 16/34 | 24/281
  24. 24. The key objectives are to:  Provide clear definitions of the boundaries to work within  Provide a code of conduct  Define procedures for dealing with inappropriate behaviour M01 - Roles and Responsibilities 17/34 | 25/281
  25. 25. Deliver service and support within corporate and legal parameters Protect the organisation from litigation Deliver good employee relations Provide a safe working environment Protect data M01 - Roles and Responsibilities 18/34 | 26/281
  26. 26. M01 - Roles and Responsibilities 19/34 | 27/281
  27. 27. Consistent service means:  All customers receive the same quality of service  Priority levels consistently assigned in accordance with the SLA M01 - Roles and Responsibilities 20/34 | 28/281
  28. 28. Improves quality of the support service Ensures analysts provide consistent service Contributes to improved efficiencies and productivity Provides an effective way of working with 2nd level support and external suppliers Increases customer satisfaction Establishes credibility for analysts and the service desk M01 - Roles and Responsibilities 21/34 | 29/281
  29. 29. Being responsible for:  Taking ownership of customer interactions and following them up in a timely manner  Admitting to errors  Showing willingness to learn from mistakes and improve  Adhering to work schedules  Behaving and dressing appropriately in accordance with the organisation’s policy M01 - Roles and Responsibilities 22/34 | 30/281
  30. 30. Establishes credibility for individual analysts, the team and the organisation Increases customer satisfaction Improves employee morale M01 - Roles and Responsibilities 23/34 | 31/281
  31. 31. Keep customers advised of the steps being taken to resolve their issue Give customers accurate information without blaming others Focus customer interactions on the resolution Demonstrate professionalism and promote positive results Be aware of personal conduct outside the service desk and the work environment M01 - Roles and Responsibilities 24/34 | 32/281
  32. 32.  Attribute:  quality, trait or characteristic  Knowledge:  awareness or possession of information  Skill:  the ability to do something well Skills Knowledge Attributes M01 - Roles and Responsibilities 25/34 | 33/281
  33. 33. Takes ownership and sees through to conclusion Has a sincere willingness to help Maintains a positive attitude Shows respect and courtesy Is focussed and attentive Focusses on business needs while providing the best possible service to customers M01 - Roles and Responsibilities 26/34 | 34/281
  34. 34. There are many rewards to be gained when we work towards improving our service focus:  It sets the customer's expectations  It creates a positive impression  It helps to gain the customer’s confidence and trust  It builds rapport  Good attitudes are contagious  It enhances future contacts with the customer  It increases customer satisfaction M01 - Roles and Responsibilities 27/34 | 35/281
  35. 35.  Listen  Convey empathy  Realise needs and expectations change  Develop measurable processes and procedures  Encourage excellent customer service in others  Honour commitments M01 - Roles and Responsibilities 28/34 | 36/281
  36. 36. Support staff who excel in their jobs rarely do so because of technical skills alone - they have the ability to deal with people effectively. M01 - Roles and Responsibilities 29/34 | 37/281
  37. 37. It is generally accepted that it costs between 5-10 times more to acquire a new customer than it costs to retain an existing one. M01 - Roles and Responsibilities 30/34 | 38/281
  38. 38. On average:  A dissatisfied customer will tell 9 or 10 other people and about 13% will tell more than 20 other people.  For every complaint received there are at least 24 not registered - 6 of which are serious. M01 - Roles and Responsibilities 31/34 | 39/281
  39. 39. Today’s supportive workplace has:  Rapport among team members  Empowerment from management  A willingness for team members to help each other  Responsible and trustwortthy team members M01 - Roles and Responsibilities 32/34 | 40/281
  40. 40. M01 - Roles and Responsibilities 33/34 | 41/281
  41. 41. I hope you enjoyed this presentation. If so, please like, share and leave a comment below. Endorsements on LinkedIn are also highly appreciated!  (your feedback = more free stuff)  MIROSLAWDABROWSKI.COM/downloads

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