Is the Service desk the future of the success of your business, does it hold the leaders of the future.
Damian's presentation shares the NTT Data story with examples of how they have transformed an internal IT function into a Business Focussed Service Centre.
What is the service desk of the future? Mike Matthews & Dave Ewart, Fujitsu U...Service Desk Institute
In today’s communication age, The Workplace is anywhere, working hours are anytime and the diversity of devices we choose to live our private and business lives through, seemingly changes weekly.
Leading consumer organisations know their user base, understand the shopping habits of their customers and shape their services around them, so why can’t business IT think in the same way?
In 2014 GM Financial moved their IT Support to an in-house model. Darren shared his experience of successfully insourcing his Service Desk and running a Virtual Service Desk, with teams in Latin America, North America and Europe. He also covers the challenges and lessons learnt while migrating the support, and how the new model benefits GM Financial.
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
Is the Service desk the future of the success of your business, does it hold the leaders of the future.
Damian's presentation shares the NTT Data story with examples of how they have transformed an internal IT function into a Business Focussed Service Centre.
What is the service desk of the future? Mike Matthews & Dave Ewart, Fujitsu U...Service Desk Institute
In today’s communication age, The Workplace is anywhere, working hours are anytime and the diversity of devices we choose to live our private and business lives through, seemingly changes weekly.
Leading consumer organisations know their user base, understand the shopping habits of their customers and shape their services around them, so why can’t business IT think in the same way?
In 2014 GM Financial moved their IT Support to an in-house model. Darren shared his experience of successfully insourcing his Service Desk and running a Virtual Service Desk, with teams in Latin America, North America and Europe. He also covers the challenges and lessons learnt while migrating the support, and how the new model benefits GM Financial.
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/
Whether searching last-minute or on-demand worker for your expanding and industrious company can be a challenge — but that’s exactly where we step in.
We are efficient in providing individuals and teams!
Technology Staffing Solutions | SOLTECH | Atlanta, GAJeff Bond
Based in Atlanta, GA SOLTECH is a founder-led technology solutions consultancy established in 1998. Specialty services include Technology Staffing (Staff Augmentation, Contract-to-Perm, Team Incubation, and Permanent Placement) and Custom Software Development (Solution Design, Mobile Development, Web Development, User Experience UX Design, Rescue and Recovery). This is a brief presentation of our staffing solution set. Visit www.soltech.net for more information.
In less than a decade, businesses have spectacularly increased the involvement of Contingent/Virtual/Remote resources exponentially as the hassle of rising labour expenses, uncertainty in market, expectations of employees and dissatisfaction despite great perks has grown unmanageable and therefore the involvement of a work force which will quickly adapt to plug conditions and shall not be a bearing responsibility has increased rapidly.
ICT eGuide: Want to switch foundation technology for operational efficiencies...Niamh Hughes
How to plan UK communications infrastructure with foundation technology across telecoms, business broadband and networks utilising cloud, fibre and PWANs or SD WAN.
The back office may not be the most important but what happens there is your dashboard to customer satisfaction. Driving it efficiently is the game changer in any customer experience. Hvantage is a team of over 200 specialists dedicated to managing those processes, with rigor and obsessive quality control. With 95% customer satisfaction on our end, we aim to hit the same metrics for you.
The Evolving Role of the Service Desk Analyst, Keith Wilkins, AvocetService Desk Institute
Slides presented by Keith Wilkins of Avocet Recruitment during a webinar for SDI to discuss the ways that service desk analyst roles are changing, why and how this is coming about and what the future might have in store. Broadcast on 21 December 2015
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/
Whether searching last-minute or on-demand worker for your expanding and industrious company can be a challenge — but that’s exactly where we step in.
We are efficient in providing individuals and teams!
Technology Staffing Solutions | SOLTECH | Atlanta, GAJeff Bond
Based in Atlanta, GA SOLTECH is a founder-led technology solutions consultancy established in 1998. Specialty services include Technology Staffing (Staff Augmentation, Contract-to-Perm, Team Incubation, and Permanent Placement) and Custom Software Development (Solution Design, Mobile Development, Web Development, User Experience UX Design, Rescue and Recovery). This is a brief presentation of our staffing solution set. Visit www.soltech.net for more information.
In less than a decade, businesses have spectacularly increased the involvement of Contingent/Virtual/Remote resources exponentially as the hassle of rising labour expenses, uncertainty in market, expectations of employees and dissatisfaction despite great perks has grown unmanageable and therefore the involvement of a work force which will quickly adapt to plug conditions and shall not be a bearing responsibility has increased rapidly.
ICT eGuide: Want to switch foundation technology for operational efficiencies...Niamh Hughes
How to plan UK communications infrastructure with foundation technology across telecoms, business broadband and networks utilising cloud, fibre and PWANs or SD WAN.
The back office may not be the most important but what happens there is your dashboard to customer satisfaction. Driving it efficiently is the game changer in any customer experience. Hvantage is a team of over 200 specialists dedicated to managing those processes, with rigor and obsessive quality control. With 95% customer satisfaction on our end, we aim to hit the same metrics for you.
The Evolving Role of the Service Desk Analyst, Keith Wilkins, AvocetService Desk Institute
Slides presented by Keith Wilkins of Avocet Recruitment during a webinar for SDI to discuss the ways that service desk analyst roles are changing, why and how this is coming about and what the future might have in store. Broadcast on 21 December 2015
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.
the foodpanda group is a global mobile food delivery marketplace headquartered in Berlin, Germany, and operating in 40 countries and territories, including India, Pakistan, Russia, Brazil, Mexico and Singapore. The service allows users to select from local restaurants and place orders via the mobile application as well as the website. The company has partnered with over 58,000 restaurants.
Christmaholic - Mediakit voor Adverteerders 2015Christmaholic
Ben je op zoek naar klanten in relatie tot kerst? Dan zou Christmaholic.nl zomaar een prachtig medium voor je kunnen zijn. Waarom? Omdat het de enige kerstsite van Nederland en België is, je bereikt dus echt een nichedoelgroep! Christmaholic verwelkomt in de periode september t/m december tussen de 35.000 en 300.000 unieke bezoekers per maand, met uiteraard een ‘piek’ in december na Sinterklaas. Het aantal pageviews ligt tussen de 100.000 en 1 miljoen per maand.
ANSYS SCADE Usage for Unmanned Aircraft VehiclesAnsys
SCADE on-board the UAS P.1HH HammerHead
The Use of SCADE to develop the P.1HH Vehicle Control & Management System (Integrated Modular Avionics System) greatly reduced development time and effort.
Learn more about ANSYS SCADE Solutions for Aerospace & Defense http://bit.ly/1EdcsOJ
Accelerating Your Digital Transformation Journey with IT Staff AugmentationTruefirms
In today's rapidly changing digital market, businesses continually search for ways to remain ahead of the competition and encourage creativity. IT staff augmentation has become a very common method. But what does augmentation of the IT staff actually mean? In simple terms, it refers to the process of augmenting your own IT staff by temporarily employing outside experts in the field.
For companies that need to increase their IT capabilities quickly but don't want to make the costly investment of hiring full-time employees, IT staff augmentation services offer a flexible answer. Businesses can access a huge talent and resource pool to help their efforts to transform themselves by using the skills and knowledge of outside experts.
20150929 Playbook Transformational IT Run IT as a BusinessPaul Hoekstra
Presentation from the first Run IT as a Business Meetup
Your CIO decides to build a transformational IT organization. Now what?
This playbook explains how to understand the corporate needs, set expectations, balance your budget, look critically at your team, and set the execution plan to achieve objectives.
An accomplished senior leader with over 25 years’ in progressive leadership roles in Information Technology, the last 15 years have been in executive level positions (VP/SVP/CIO/Consultant). Experience ranges across industries with current in Hospitality.
Owner of Technology Advisory Services, Inc. which provides technology leadership and advisory services in support of delivering the right solutions at the right time using effective right-sized governance practices.
Specialties include Business IT alignment, Governances including Executive Council and Steering Committee, Project Portfolio Management, Change Management, Resource Management, Vendor Management, Financial Management, contracts and agreements, effective communication, leadership and leadership development and talent optimization.
Dawn’s Information Technology Management experience is strong and encompasses all IT domain areas. She views IT as an integrated business and all departments need to operate in unison in support of delivering continuous results. Security, compliance and data protection are always in the forefront, strong talent management is expected and continuous improvement is part of core operations with expected high customer satisfaction results.
Dawn is passionate about helping and guiding organizations to embrace change using innovative approaches that challenges and delivers business results. She is recognized as a steady, trusted leader and partner who fosters and builds deep connections among organizational stakeholders and teams at all levels.
Dawn continuous to challenge herself to become a better version of herself in everything she does and she is grateful for the opportunities she has been privileged to experience through great partnerships. She brings this approach and attitude to every client and delivers expected results and more. She may join a team as a leadership consultant but always leaves as a trusted partner and advocate.
1. Improving IT Service Delivery
Discipline: IT Service Delivery, utilising Project & Change Management
Surname: COWARD
Other Names: Peter, Andrew
Gender: Male
Nationality: British
Place of Birth: Poole, Dorset.
Address: 118, Christopher Crescent, Fleets Lane, Fleetsbridge, Poole, Dorset, BH15 3HJ
Mobile: 07786 228725 TEL: 01202 685600
Email: paacoward45@gmail.com Skype: peter.coward10
East Africa Profile
I am a British national, who has recently returned from East Africa having being a Project Lead for IT
Implementations. I have experience in Project and Change Management, I have experience of improving the
quality of services and support for consumers of services offered by SME’s, ORG’s and Authorities.
Person Statement – for Project & Change Management
I am a confident project leader with a honed approach to smart decision making. I am a good decision maker
identifying opportunities and problems. I am able to take in to account emotion that prevents us from making
good, or informed decisions.
I am of the mind-set which can easily absorb commercial and operational problems, * or needs, working diligently
to source Technology to resolve, or fix a given problem or situation. I profess a methodology which is to keep
things simple, adopting a K.I.S.S approach with the purpose of adding value and keeping IT Service Delivery on a
defined track.
Achievements in the East African Community (EAC)
For the past 5 years I have worked in the (EAC) assisting leaders and owners of businesses and sole traders with
their ICT Projects identifying the need to invest and the potential return on investment (ROI). During this time I
was advising on the re-engineering of business processes, procedures generally improving their business
operationally.
Project Leader- Key Skills
I am a principled project leader who is focused but steadfast. I am able to comprehend a project’s objectives,
purpose and cost. Set flag’s, control’s and measures to implement projects on time, within budget and to the
correct quality, within a given compliance framework.
ICT Service Delivery v 2.0 Succeeding is Doing! July 2015
2. Improving IT Service Delivery
Competency 1: Change Management; RISK Planning and Mitigation
I have the capability to explore, scope and implementICT ‘game changers’for an organisation’s commercial,
operational activity. Transforming an entity with under-performing service deliveryand improving service
deliverables to consumers. This makes the organisation more consumer centric and focused on providing quality
services and support.
Having been involved in BCMS service delivery I have a rounded knowledge of RISK, BCM and ITDR. I am able
to visualiseand model risk scenarios, put in place mechanisms for improved service delivery, in case of an
emergency (ICE).
Competency 2: Project Planning and Management – Supplier Performance
I have the competence to be able to review, analyse and report to Senior Management on IT Service
Managementissues. An enterprise can often fail on the delivery of its IT Support to clients or consumers. This
could be on the supplier side, or a combination of inter-related problems. My focus is on driving up supplier /
vendor performance to ensure e-Sourcing and Procurement are fully realised and maximised.
‘Value-addition’ has to Form the Basis for Project Go Ahead
Input: I ama good communicator and analyser of detailed information; I pride myself on making smart and
essentially correct decisions based on having reviewed opportunities, problems, facts and intelligence.I can
visualise commercial or operational problems, from the consumers perspective. Output: The outcome of my
actions results in‘value-addition’,with tangible benefits which can be measured on a number of levels.
Meeting ProjectExpectation
Project Scoping–My focus is to ensure I know the project needs as well as ICT needs, this is achieved by
structured one-on-ones with the Service Delivery team. Whatever the desired outcome, I have the skill-sets to
manage the solution implementation end-to-end.
Project Success
I understand the ‘sharp end’ of business I appreciate what it takes to deliver and support an ICT infrastructure and
provide quality in support services.Being commercially rounded about business drivers; efficiency, effectiveness,
productivity and performance I am aware of the reasons why a project may not be a success or completed within
timescale. My discipline and routine ensures I stick to a tried and tested process for implementation for a project
an example of this is Change Management.
3-Phase Change Management Process
Phase 1 -Preparing for Change.
Phase 2 - Managing Change.
Phase 3 - Reinforce Change.
Methodology, the use of ‘CM’technology plays an important part in connecting people with the 3-phase change
process.Utilisation of software applications and web-enabled technology assist in the collaboration and
dissemination of information, ‘CM’ tools can greatly assist analysis and reporting writing for stakeholders.
ICT Service Delivery v 2.0 Succeeding is Doing! July 2015
3. Improving IT Service Delivery
‘CM’ Project Experience
The majority of the Change Management projects I have been part ofin East Africa were consultation driven at
CEO / CFO level, with decisionsbeing made by CIO’s, Head of Operations and ICT to give it a their high-level and
technical blessing for go ahead.
Change Management for Improved Operational Effectiveness
- Process re-engineering, - IT strategy and business planning inevitably takes in Technology investment,
this is necessary to bring about effective change. There has to be an agreed goal for wanting to change
the way an organisation does things, not change for change sake.
- Procedures, - Automation, designed for how workgroups and people need to work. – Comment,
Technology can be implemented that can take the ‘grunt’ out of every-day tasks and responsibilities,
buying back valuable decision making time. It’s important that expectations are realistic for project
success.
- People, - Humanacceptance of change comes with a degree of resistance. Rather than drag the
minorityscreaming and shouting from the ‘roof-tops’I adopt a holistic approach to the benefits that change
will bring about. For the good of who… which Dept’s. or business units… for consumer groups? And at
what cost saving to operations!
KEY skill-sets:
Proven ability in Project and Change Management for the private, public and 3rdsector.
Good communication, internally between colleagues, with external organisations, partners and actors.
Report writing and analytical skills. Ability to prepare and present a report to dash boards, or control panels.
Well organised, methodical and a well-drilled professional who can advise and implement IT Service Delivery.
Smart Decision making
A good thinker, with the ability to harness the power of the subconscious brain to make decisions.
So much in decision making today is connected with Change Management, that is why it is important to
constantly ask the project team; what is our ultimate goal? Until everyone has agreed of the goal it is unsafe to
move on to the decision process.
Good decisions are far more likely to come from a good decision making process.
Applying rigour, but inclusion of chemistry and gut feel!
Consideration of the emotional traits involved in decision making.Rational toward human gut feel.
ICT Service Delivery v 2.0 Succeeding is Doing! July 2015
4. Improving IT Service Delivery
Employment History:
Post Held Name & Nature
of Organisation
Duties Dates Salary Reason for
Leaving
UGANDA
Chief
Technology
Adviser.
Training
Consultant
Workplace
Investigations.
Self-employed,
Consultant
ICT Risk
Consultant
.
UK
Business
Development
Executive
Consultancy,
Marketing, Sales
and
Account
Management.
RMC Africa, new
Juniper NW’s
Partner
(Uganda)
Scorpion
Investigations &
Security Ltd.
• For
ENHAS
Ltd.
SME’s
SRS (U) Ltd
Myriad Optima
Ltd.
….ditto……
Assembly of a
SM Team/
Defined
Marketing
strategy.
Training,
Workshops.
Project Lead /
Project / CM
Risk, & Security.
Technical
Marketing.
Business
Development.
Refer to
GeoLogIT
Technology
Consulting
Pre and post
sales.
Jan – March
2015
May 2009 – Feb
2014.
• Sept –
Oct
2014
July 2010 – Sept
2013
Feb 2010 - June
2010
2005/6 and
Jan - May 2009
and
Jan 2012 – Feb
2014
Character
Reference
available
(letter):
Date 26/05/2010
Our Ref:
PCREF001
Fee-based.
$ 35,000
Fee-based.
Fee-based.
$ 25,000
Commission-
based, per
project.
Commission-
based, per
project.
Senior M’gment
Team structure
and Marketing
function
completed.
Assignment,
contracted in.
Adhoc projects
and
assignments.
Didn’t supply a
work permit, to
continue my
employment.
Worked for Co
on 3 separate
occasions, 1st
in the UK and
later in East
Africa.
Co ceased
Trading Feb
2014
ICT Service Delivery v 2.0 Succeeding is Doing! July 2015
5. Improving IT Service Delivery
Education - Secondary
St Edwards R.C. Secondary Modern, Parkstone, Poole, Dorset, England, UK. Year of completion and
examination, Aug 1981
Qualifications
‘O’ Level:-
- Art & Design ‘B’ (Oxford Examination Board) - This is what gives me my creativity!!!!
CSE’s:
- Mathematics 3, Technical Drawing 3, Economics 1, English 3, Geography 3, Religious Studies 1,
Human Biology 5.
Training
CDRP - Disaster Recovery Professional, for operational RISK, asset management and IT systems, processes,
procedures (SPP).
Project Planning and Management, Project Delivery to (PRINCE 2 standard).
ICT / Communications Service Deliverables; web-enabled, (SaaS) and (IaaS) application delivery to the desk top.
Future On the Job Training
I would be willing to undertake progressive training courses in; Project and Change Management (to PRINCE 2
standard), to refresh and update my knowledge, techniques and skills to be applied in this job role.
MS Apps’ / Software Experience
Good knowledge of MS Office 2010; word processing, spreadsheets, data bases and presentations.
MS Word, MS Excel, MS Access, MS PowerPoint
Easy Redmine for Project Planning & Management.
Hobbies and Interests
For regular exercise and toning I like to swim, play tennis and I enjoy cycling, - exploring the splendor of
Dorset /UK landscapes and coastlines.
Sports and Past-times
I am an avid Formula 1 fan. Kite boarding.
As I see it, the secret to life is; work hard, specialise in the work you do. Aim for the stars, and surprise yourself
and others.
ICT Service Delivery v 2.0 Succeeding is Doing! July 2015
6. Improving IT Service Delivery
Education - Secondary
St Edwards R.C. Secondary Modern, Parkstone, Poole, Dorset, England, UK. Year of completion and
examination, Aug 1981
Qualifications
‘O’ Level:-
- Art & Design ‘B’ (Oxford Examination Board) - This is what gives me my creativity!!!!
CSE’s:
- Mathematics 3, Technical Drawing 3, Economics 1, English 3, Geography 3, Religious Studies 1,
Human Biology 5.
Training
CDRP - Disaster Recovery Professional, for operational RISK, asset management and IT systems, processes,
procedures (SPP).
Project Planning and Management, Project Delivery to (PRINCE 2 standard).
ICT / Communications Service Deliverables; web-enabled, (SaaS) and (IaaS) application delivery to the desk top.
Future On the Job Training
I would be willing to undertake progressive training courses in; Project and Change Management (to PRINCE 2
standard), to refresh and update my knowledge, techniques and skills to be applied in this job role.
MS Apps’ / Software Experience
Good knowledge of MS Office 2010; word processing, spreadsheets, data bases and presentations.
MS Word, MS Excel, MS Access, MS PowerPoint
Easy Redmine for Project Planning & Management.
Hobbies and Interests
For regular exercise and toning I like to swim, play tennis and I enjoy cycling, - exploring the splendor of
Dorset /UK landscapes and coastlines.
Sports and Past-times
I am an avid Formula 1 fan. Kite boarding.
As I see it, the secret to life is; work hard, specialise in the work you do. Aim for the stars, and surprise yourself
and others.
ICT Service Delivery v 2.0 Succeeding is Doing! July 2015
