How To Enter The IT Service And Support Awards 2015 slides
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This document provides information about the IT Service & Support Awards 2015 hosted by the Service Desk Institute. There are several categories for awards that recognize best large/small service desks, support professionals, leaders, and implementations of ITSM solutions. Entrants must submit applications by January 23rd that include evidence of meeting customer needs and best practices. Finalists will do presentations for judges in February and April, with winners announced on April 22nd and receiving prizes up to £1,000. Entering can boost team morale and recognition for outstanding achievement in customer service.
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How To Enter The IT Service And Support Awards 2015 slides
- 1. www.servicedeskinstitute.com Inspiring service desks to be brilliant IT Service & Support Awards 2015 All you need to know…
- 2. www.servicedeskinstitute.com Inspiring service desks to be brilliant Your Host 2 Tessa Troubridge Managing Director - SDI
- 3. www.servicedeskinstitute.com Inspiring service desks to be brilliant Joining Tessa today 3 Howard Kendall SDI
- 4. www.servicedeskinstitute.com Inspiring service desks to be brilliant Mission ‘To inspire service desks to be brilliant’
- 5. www.servicedeskinstitute.com Inspiring service desks to be brilliant To achieve our mission, we inspire service desks to.. Shine: by demonstrating and delivering exceptional business value Embrace: best practice to raise the quality of service delivery Engage: with customers to create an inspiring and engaging service experience Invest: in and empower their teams to be inspired, take action and be better
- 6. www.servicedeskinstitute.com Inspiring service desks to be brilliant To support our vision our philosophy is to… Surprise | Delight | Inspire Our customers, each other and the community
- 7. www.servicedeskinstitute.com Inspiring service desks to be brilliant Today’s Goals 7 • What are the categories? • How do the awards work? • What are the judging criteria? • What do judges look for? • Top tips
- 8. www.servicedeskinstitute.com Inspiring service desks to be brilliant Categories • Best Large Service Desk • Best Small Service Desk • Best Managed Service Desk • Support Professional of the Year • Inspirational Leader of the Year • Best Implementation of an ITSM Solution
- 9. www.servicedeskinstitute.com Inspiring service desks to be brilliant How do the awards work? 9 Best Large Desk, Best Small Desk & Best Managed Service Desk 1) Your online award submission will be reviewed by a panel of judges 2) Shortlisted entries attend a judging day on 17 February 2015 and deliver a 25 min presentation 3) Finalists visited by the judges on 1, 2 & 3April 4) Finalists asked to take part in panel session at SDI Annual Conference and create a two minute fun video
- 10. www.servicedeskinstitute.com Inspiring service desks to be brilliant How do the awards work? 10 Support Person of the Year & Inspirational Leader of the Year 1) Your online award submission will be reviewed by a panel of judges 2) Shortlisted entries will be asked to attend a judging morning on 17 February 2015 and deliver a 25 min presentation 3) Finalists will be chosen on 17 February and asked to stay and attend a panel interview that afternoon
- 11. www.servicedeskinstitute.com Inspiring service desks to be brilliant How do the awards work? 11 Best Implementation of ITSM solution 1) An online award submission must be completed by both the vendor and its customer and it will be reviewed by a panel of judges 2) Finalists will be asked to attend a judging day on 3March 2015 and deliver a 30 minute presentation – both the vendor and their customer need to attend
- 12. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 12 Best Large Desk, Best Small Desk & Best Managed Service Desk • We’re looking for you to demonstrate that your team understands the importance of every facet of delivering excellent IT service and support. • Each area should clearly reflect how your team works to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.
- 13. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 13 Best Large Desk, Best Small Desk & Best Managed Service Desk • Give an example of how you have embraced best practice processes to raise the quality of service delivery. • Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. • Explain how you have empowered and invested in your team to be inspired, take action and be better together. • Give an example of how you shine by demonstrating and delivering exceptional business value.
- 14. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 14 Support Professional of the Year • We’re are looking for a truly inspirational support person who can demonstrate a passion for being involved in the service and support industry through an exceptional level of quality in service excellence. • In each of the areas should clearly reflect how you work to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.
- 15. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 15 Support Professional of the Year • Give an example of how you have embraced best practice processes to raise the quality of service delivery, within your role. • Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. • Explain how you collaborated with your team to be inspired, take action and be better together. • Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.
- 16. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 16 Inspirational Leader of the Year • The judges are looking for a truly inspirational leader who can demonstrate how they inspire others to achieve great things and a clear focus on driving the organisation’s support operation to an exceptional level of quality and service excellence. • Each area should clearly reflect how you work to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.
- 17. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 17 Inspirational Leader of the Year Give an example of how you have embraced best practice processes to raise the quality of service delivery, to achieve demonstrable and quantifiable performance improvements. Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. Explain how you have empowered and invested in your team to be inspired, take action and be better together. Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.
- 18. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 18 Best Implementation of an ITSM Solution • Both the vendor & customer questionnaires are based on the vendor’s ability to successfully implement a solution which meets the business needs of customers. • Nominations are assessed against areas such as understanding of clients’ business objectives, measuring the success of the implementation, on-going support, as well as how the supplier met their clients’ expectations.
- 19. www.servicedeskinstitute.com Inspiring service desks to be brilliant Judging Criteria 19 Best Implementation of an ITSM Solution Selection of customer questions • Did the project deliverables match or exceed the initial objectives? • Please describe how you have assessed or quantified the success of the implementation. • Please describe how the vendor exceeded your expectations. Selection of vendor questions • Please describe how the implementation has improved your customer’s ability to achieve its objectives. • Please describe a particular challenge or issue in the implementation of the solution and how you worked in partnership with the customer to overcome it. • Please describe how your organisation exceeded your customer’s expectations.
- 20. www.servicedeskinstitute.com Inspiring service desks to be brilliant How to Enter • Download entry criteria and terms and conditions. • Compile evidence demonstrating your ability to meet customer needs, embrace best practice processes and shine by delivering exceptional business value. • Complete the online submission form. • Upload submission online as a PDF document or MS Word file. Deadline for Entries 23 January 2015
- 21. www.servicedeskinstitute.com Inspiring service desks to be brilliant Important Dates 6October 2014 Entry Opens 23 January 2015 Entry Closes 17February 2015 Judging Day, Birmingham 25February 2015 Finalists notified 3March 2015 ITSM Solution Finalists Presentation Day 1, 2 & 3April 2015 Finalist Visits 22 April 2015 – Winners Announced at #SDI15 Service Desk Conference
- 22. www.servicedeskinstitute.com Inspiring service desks to be brilliant Why Enter? • To be recognised for outstanding achievement by the leading professional body for everyone working in the IT service and support industry • To motivate and reward your team or recognise an individual on your desk • Winners prizes of up to £1,000 • An official winner’s logo & trophy for promotional display
- 23. www.servicedeskinstitute.com Inspiring service desks to be brilliant Why enter? 23 Winning an SDI award: • Provides recognition and reward • Generates a positive team climate • Demonstrates that people are valued and recognised • Is a reason to be proud • Builds confidence
- 24. www.servicedeskinstitute.com Inspiring service desks to be brilliant Prizes • Best Large Service Desk £1,000 • Best Small Service Desk £1,000 • Best Managed Service Desk £1,000 • Support Professional of the Year £500 • Inspirational Leader of the Year £500 • Best Implementation of an ITSM Solution £500 (charity donation)
- 25. www.servicedeskinstitute.com Inspiring service desks to be brilliant Top Tips 25 • Use evidence and document innovation • Document service differentiation • Provide charts and pictures • Demonstrate the personality of the desk • Leave contingency time • Consider how you demonstrate the SDI values of Surprise – Delight - Inspire
- 26. www.servicedeskinstitute.com Inspiring service desks to be brilliant What’s the effect of winning? 26 • A real buzz on the desk • Morale rockets • A real sense of achievement • Promotes their success – Tell their customers – Email footer – Poster • Company promotion and service desk recognition
- 27. www.servicedeskinstitute.com Inspiring service desks to be brilliant 21 High Street Green Street Green Orpington Kent BR6 6BG 01689 889100 hello@sdi-e.com @sdi_institute Q&A
- 28. www.servicedeskinstitute.com Inspiring service desks to be brilliant What’s next? Visit http://servicedeskinstitute.com/events/it- service-excellence-awards/ and enter now Good luck!
Editor's Notes
- Joining us today Tessa Troubridge – MD SDI
- Before we talk about the awards just want to start by remind you about SDI SDI mission is to inspire service desks to be brilliant, we provide services and products that support the needs of the global service desk community You want to be brilliant and we want you to be brilliant too
- Philosophy
- ----- Meeting Notes (06/10/2014 11:34) ----- 6 categories 2 new support professional Inspirational leader Slight change to ITSM solution award
- In order to enter the awards, both vendor and customer need to answer a separate series of questions which are then submitted online via the SDI website. Submissions do not need to be made at the same time. The entries are then reviewed by a board of judges compromising of industry experts and service management professionals. Aimed at companies that supply products to the ITSSM industry, this unique award is presented to the vendor that can demonstrate how their customer service positively impacts their clients’ business and service desk operations. In 2015 finalists will be selected by the judges and invited to the SDI offices and asked to deliver a 30 minute presentation on the implementation of their tool. Both vendor and customer need to be available to participate in the presentation day. These finalists are then interviewed by our panel of industry experts in order to choose the overall winner.
- Judging Criteria The judges are looking for you to demonstrate that your team understands the importance of every facet of delivering excellent IT service and support. Each of the following areas should clearly reflect how your team works to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.
- Insight Within 150 words Please tell us about your service desk. Statement Within 250 words Explain why your service desk deserves to win the ‘Best Service Desk Award’. Section One Within 500 words Give an example of how you have embraced best practice processes to raise the quality of service delivery. Section Two Within 500 words Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. Section Three Within 500 words Explain how you have empowered and invested in your team to be inspired, take action and be better together. Section Four Within 500 words Give an example of how you shine by demonstrating and delivering exceptional business value.
- The awards recognise, promote and acclaim excellence, professionalism, innovation and the outstanding achievements of people and teams for the contribution that they make to the success of their business. – Can nominate yourself or be nominated by colleague, manager, peer/ Entering for an award is your opportunity to become one of the shining stars of the industry. There is no better way to demonstrate the impact and difference that you, or a member of your team, make to the organisation you support. So why not enter yourself or a colleague for the support professional of the year award. This award is open to any support professional who has demonstrated exceptional levels of service and who goes above and beyond their responsibilities to provide excellent customer service and support to their colleagues. Are you or someone you work with a support professional who places customer and people engagement at the heart of everything they do? Are they innovative, passionate and tireless in delivering a brilliant customer experience – do they shine? Then make sure you tell your company and the rest of the industry about their successes and enter them for this award! Section 1 Within 500 words Give an example of how you have embraced best practice processes to raise the quality of service delivery, within your role. Section Two Within 500 words Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. Section Three Within 500 words Explain how you collaborated with your team to be inspired, take action and be better together. Section Four Within 500 words Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.
- Within 150 words An introduction that provides us with insight to your colleague. Who are they? What do they do? Please feel free to use bullet points for this section. Statement Within 250 words Explain why your colleague or the person you are nominating deserves the award by meeting the criteria stated. Section 1 Within 500 words Give an example of how you have embraced best practice processes to raise the quality of service delivery, within your role. Section Two Within 500 words Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. Section Three Within 500 words Explain how you collaborated with your team to be inspired, take action and be better together. Section Four Within 500 words Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.
- The judges are looking for a truly inspirational leader who can demonstrate how they inspire others to achieve great things and a clear focus on driving the organisation’s support operation to an exceptional level of quality and service excellence. Each of the following areas should clearly reflect how you work to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.
- Within 150 words An introduction that provides us with insight to your colleague. Who are they? What do they do? Please feel free to use bullet points for this section. Statement Within 250 words Explain why your colleague or the person you are nominating deserves the award by meeting the criteria stated. Section One Within 500 words Give an example of how you have embraced best practice processes to raise the quality of service delivery, to achieve demonstrable and quantifiable performance improvements. Section Two Within 500 words Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs. Section Three Within 500 words Explain how you have empowered and invested in your team to be inspired, take action and be better together. Section Four Within 500 words Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.
- Judging Criteria Both the vendor and customer questionnaires are based on the vendor’s ability to successfully implement a solution which meets the business needs of customers. Nominations are assessed against areas such as understanding of clients’ business objectives, measuring the success of the implementation, on-going support, as well as how the supplier met their clients’ expectations. These criteria allow our judges to identify which supplier really does offer the best implementation. Both applications need to be submitted online via the SDI website by Friday 23 January, 2015. Customer Questions The following questions should be answered in no more than 1,500 words in total. Name of solution implemented. Name of key vendor contact. Approximate number of customers supported. Number of service desk analysts. Please describe briefly the background and reasons behind the implementation. Please describe the reasons why this solution was selected above other options. Did the project deliverables match or exceed the initial objectives? Please describe how you have assessed or quantified the success of the implementation. Please describe how the vendor exceeded your expectations. Please describe a particular challenge or issue in the implementation of the tool and how you worked in partnership with the vendor to overcome it. Please describe how the vendor received and subsequently addressed negative feedback. Please describe how the vendor inputs into service delivery improvement plans. Please describe the ongoing support which the vendor supplies. Vendor Questions The following questions should be answered in no more than 1,500 words in total. Name of customer. Key customer contact. Name of solution implemented. Please describe the background and reasons behind the implementation. Please describe the reasons why you believe your solution was chosen above your competitors. How do you differentiate yourself from your competitors? Please describe how the implementation has improved your customer’s ability to achieve its objectives. Please describe a particular challenge or issue in the implementation of the solution and how you worked in partnership with the customer to overcome it. Please describe how your organisation exceeded your customer’s expectations. Please describe how you assess or quantify the success of an implementation. Please describe the lessons learnt from the implementation of this project which can be applied to future projects.
- Customer Questions The following questions should be answered in no more than 1,500 words in total. Name of solution implemented. Name of key vendor contact. Approximate number of customers supported. Number of service desk analysts. Please describe briefly the background and reasons behind the implementation. Please describe the reasons why this solution was selected above other options. Did the project deliverables match or exceed the initial objectives? Please describe how you have assessed or quantified the success of the implementation. Please describe how the vendor exceeded your expectations. Please describe a particular challenge or issue in the implementation of the tool and how you worked in partnership with the vendor to overcome it. Please describe how the vendor received and subsequently addressed negative feedback. Please describe how the vendor inputs into service delivery improvement plans. Please describe the ongoing support which the vendor supplies. Vendor Questions The following questions should be answered in no more than 1,500 words in total. Name of customer. Key customer contact. Name of solution implemented. Please describe the background and reasons behind the implementation. Please describe the reasons why you believe your solution was chosen above your competitors. How do you differentiate yourself from your competitors? Please describe how the implementation has improved your customer’s ability to achieve its objectives. Please describe a particular challenge or issue in the implementation of the solution and how you worked in partnership with the customer to overcome it. Please describe how your organisation exceeded your customer’s expectations. Please describe how you assess or quantify the success of an implementation. Please describe the lessons learnt from the implementation of this project which can be applied to future projects.