This discussion is about the challenges and opportunities of es- tablishing service management processes in global organizations. This includes staffing models, how many to hire, and where. We will explore the use of resources in other countries, challenges with managing global resources, and dealing with customers in different cultures.

1. David Reneer has been engaged in
teaching, consulting and supporting
technology for over 30 years. Beginning in
the US Navy as a Master Training
Specialist and entering the civilian
community to work in the Banking,
Healthcare and Manufacturing industries.
David’s focus has been to build
supportable and sustainable systems and
processes that support business goals.
David Reneer
BE Aerospace
“Global Positioning of the IT Service Desk at BE Aerospace”

2. Global Implementation of IT
Service Management
David Reneer
Director of Global Support Services
BE Aerospace

3. Agenda
• Understand where you are
• Understand where you are going
• Plan the trip
• Measure your progress

4. Understand where you are!
• What processes and tools do you have in place?
• Are your processes working – easier to build now
• Is your system scalable, accessible, secure, complete
• Do you have leadership support to grow
• Do you have budget support to grow
Build on a solid foundation of processes
and tools with a system that supports
scalable growth.

5. Understand where you are going!
• What locations are you supporting
• What are the local languages and are there language
requirements
• What are the hours of operation
• What are their travel habits
• What kind of employees are you supporting
• Do you have historical data
• Understand the culture
• Know who your partners need to be

6. Buy a map – Be aware of time Dif.

7. Languages!
• Is there a corporate language expectation?
• Are there language requirements?
• How are you going to communicate with your
customers (Phone, Email, Text, IM, ?)

8. Know when to staff
Site Weekdays Hours (local) 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
Manufacuturing
Miami (Man) 7:00 am - 5:00 pm 460 460 460 460 460 460 460 460 460 460 460
West Point 8:00 am - 5:00 pm 120 120 120 120 120 120 120 120 120 120
Winston Salem 6:00 am - 11:00 pm 650 650 650 650 650 650 650 650 650 650 650 650 250 250 250 250 250 250
Fenwick 7:00 am - Midnight 90 90 90 90 90 90 90 90 90 90 90 25 25 25 25 25 25
Lenexa 5:00am – 7:00pm 390 390 390 390 390 390 390 390 390 390 390 390 390 390 390
Paine Field / EV 5:00am – 8:00pm 280 280 280 280 280 280 280 280 280 280 280 280 280 280 280 280
Anaheim 5:30am – Midnight 75 75 75 75 425 425 425 425 425 425 425 425 425 425 425 425 425 75 75 75
Rockford 6:00am – 8:00pm 70 70 70 70 70 70 70 70 70 70 70 70 70
Tucson 24 hours 125 125 125 125 125 125 125 125 450 450 450 450 450 450 450 450 450 450 450 450 450 125 125 125
Nogalas 24 hours 45 45 45 45 45 45 45 45 225 225 225 225 225 225 225 225 225 225 225 225 225 45 45 45
Philippines 8:30am – 11:00pm 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285
Kilkeel 6:00 am - 6:00 pm 425 425 425 425 425 425 425 425 425 425 425 425 425
Leighten Buzzard 6:00 am - 6:00 pm 650 650 650 650 650 650 650 650 650 650 650 650 650
Nieuwegein 6:00am – 8:00pm 220 220 220 220 220 220 220 220 220 220 220 220 220 220 220 220
Lubeck 6:00 AM- 1:00 AM 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285 285
Hyderabad 6:00 AM- 1:00 AM 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225
Kaltenkirchen 7:00 am - 7:00 pm 220 220 220 220 220 220 220 220 220 220 220 220 220 220
Consumables
Miami 6am-11pm 475 475 475 475 475 475 475 475 475 475 475 475 125 125 125 125 125 125
Chandler 6am-7pm 120 120 120 120 120 120 120 120 120 120 120 120
Carson 5am-7pm 75 75 75 75 75 75 75 75 75 75 75 75 75 75
Earth City 5am-6pm 75 75 75 75 75 75 75 75 75 75 75 75 75 75
Stratford 5:30am-6:30pm 45 45 45 45 45 45 45 45 45 45 45 45 45
Hamburg 7am-9pm 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225
Supported Population 1040 1705 2780 2780 2705 2750 4340 4960 6485 6485 6485 6485 6200 6200 6200 4905 4680 4235 3080 2795 2530 1510 1435 1435
Staffing Levels
1000 1.0 1.7 2.8 2.8 2.7 2.8 4.3 5.0 6.5 6.5 6.5 6.5 6.2 6.2 6.2 4.9 4.7 4.2 3.1 2.8 2.5 1.5 1.4 1.4
EAST COAST TIME (GMT -5)Only Major sites are listed here:

9. Travelers
• When they are not working they are traveling
• Know who is traveling
• What they need access to
• What special needs are there in other countries
• Who is available to support them
• Roaming, roaming, roaming

10. Type of worker
• Not all workers are created equal
• Manufacturing
• Sales
• Engineering
• Executives
• Mixed

12. Understand the culture
• There are
many
resources to
gain insight
to the
culture you
are serving.
online.culturegrams.com

13. Who are your partners?
• One of the most important things to understand:
• Where have they been getting their support in the past?
• These resources need to be part of the process
• Watch out for Shadow IT
• Note that many foreign countries require resources have
local managers and leaders.
• Change only comes with credibility!

14. Plan the trip
• Don’t try to boil the ocean
• Start with one need and build on success
• Remember that the Best Practice is the one the customer
needs.
• Solve one problem at a time
• Build credibility

15. Measure your progress
• Only measure what you want to change

16. Build on success
• Once you achieve one thing, start on the next.
• Communicate your successes
• Communicate your failures
• Be prepared to adjust

17. Open Discussion
• Are you building global service organizations
• What experiences have you had
• What barriers to success have you experienced
• How did you overcome your barriers
• What advice would you share

18. Thank you for attending!
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