The document provides advice and lessons learned for career success, including focusing on business process improvement over just technology solutions, formulating business cases, prioritizing people and processes over automation, actively communicating including in-person interactions, being humble and open to other perspectives, and thinking holistically about problems rather than just focusing on technical fixes. Small consistent actions like following up in person and active communication are emphasized as making a big impact.
Motivating a 300% Increase In Service Desk Efficiency using Freshservice IT S...Freshservice
This talk was given by Girish Mathurbootham, CEO Freshdesk at Service Desk Institute's Service Desk and IT Support Show, London in April 2014.
Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud.
Freshservice offers a plug and play ITIL solution for organizations looking to align themselves to best practices without getting any expert implementation help. It has been developed by the team of experts behind Freshdesk, the leading customer support software that is currently being used to support over 5 million customers across the world.
Motivating a 300% Increase In Service Desk Efficiency using Freshservice IT S...Freshservice
This talk was given by Girish Mathurbootham, CEO Freshdesk at Service Desk Institute's Service Desk and IT Support Show, London in April 2014.
Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud.
Freshservice offers a plug and play ITIL solution for organizations looking to align themselves to best practices without getting any expert implementation help. It has been developed by the team of experts behind Freshdesk, the leading customer support software that is currently being used to support over 5 million customers across the world.
Do you feel like you are the captain of your career, or more like a galley slave—chained to a job that you don’t like, or perhaps one that pays slave wages?
In this webinar professional recruiter, business owner and best-selling author Jack Molisani discusses short-term tactics and long-term strategies for increasing your corporate value—and thus your standard of living.
“My career has had its highs, its lows, and everything in between. I learned from each win and each challenge, and I’ll share my life- and career-changing realizations with you in this entertaining and informative session.
As a mentor once told me: ‘Learn from the success and failures of others—it’s faster than making them yourself!’”
Want to increase your standard of living?
View the slides to this webinar!
Explore L&D trends and insights for 2015. Kineo US leaders Cammy Bean, VP of Learning Design, and Chip Cleary, VP of Solutions and Consulting, discuss top tips for adding business value to your learning strategy this year.
“Arise, ye service leader! The time is now!”
In the last issue of SupportWorld, Peter J. McGarahan
exhorted support center executives to embrace service
leadership. Service leadership, he argues, comes
down to leadership, customer advocacy, business
savvy, a “get it done” attitude, and an ambassadorial
spirit. In this article, he focuses on the role of the
service leader on the help desk, with specific
guidance relating to delegating, reporting, marketing,
trategizing, and training.
Are you tired of the endless unreturned phone calls/emails and prospects who seem to disappear? In this webinar, you will learn high impact sales strategies for creating new opportunities. This webinar will teach you how to create the most perfect follow-up voice and email messages to speed up sales and win more business.
NCET Biz Bite | Aaron Boigon, Practical IT management | Sept 2017Archersan
On September 27, join NCET and Aaron Boigon, SVP Director of IT at Plumas Bank, as he delves into the ins and outs of managing Information Technology (IT) in your business.
This presentation aims to provide some practical information you can use immediately to start managing IT better. And while this discussion won't solve all your IT problems, it will give you a couple takeaways that will be immensely helpful.
Attendees will learn about:
1. Cybersecurity
2. Making significant IT purchases
3. The Cloud
4. Outsourcing
5. Efficient Operations
11 steps you must take before purchasing talent acquisition technologyRecruitingDaily.com LLC
Buying TA technology can be complex and often daunting.
We feel ya.
For this special occasion, we're pulling out our "Short-List of Things That Annoy the Heck Out Of Us When Trying to Find TA Tech."
Long title, yes, but it fits.
Variety of tools.
Infinite categories of tools.
Burning bridges TA Leaders face on a near-daily basis.
An explosion of solution providers.
Over-marketing of tools.
Sound familiar? We thought so.
As a buyer, you need a way to approach the market and find the right tools at the right time.
This webinar is here to help.
Martin Burns is VP of Consulting Services for HireClix, founder of the Facebook TA tech group “Talent Product Plays”, and an experienced practitioner in corporate talent acquisition. He has led multiple recruitment organizations, selected, purchased, and implemented technology for firms ranging from 50 employees to over 50,000, as well as built products for the industry.
He brings a practical, informed view of TA technologies to the table and a rational blueprint for what can seem an overly complex challenge.
Technology increasingly permeates every facet of modern business, from communications to CRM systems and customer analytics. IT and Digital have been drawn from a background support function and re-positioned as a core driver of strategy, value creation and competitive edge. This tectonic shift has placed senior technologists at the heart of the organisation, making them integral to decision making and leadership.
The DIGIT Leader Summit will explore this evolution of Information Technology as a discipline, discussing the increasing role of senior technologists in driving innovation and efficiency and shaping business strategy within their organisation. The programme will also consider some of the crucial components of leadership, looking at culture, vision, team building, up-skilling and communication.
The Summit is geared for senior IT and Digital leaders and is designed to promote knowledge exchange, best practice and collaboration in a friendly open forum. The event will be held at Dynamic Earth in Edinburgh on 24th May 2017 and will be free for delegates to attend.
Think Digital is a description of capability required for organisations looking to move to a model of operating that is comfortable with change, able to act quickly and decisively, and technology-aware.
Do you feel like you are the captain of your career, or more like a galley slave—chained to a job that you don’t like, or perhaps one that pays slave wages?
In this webinar professional recruiter, business owner and best-selling author Jack Molisani discusses short-term tactics and long-term strategies for increasing your corporate value—and thus your standard of living.
“My career has had its highs, its lows, and everything in between. I learned from each win and each challenge, and I’ll share my life- and career-changing realizations with you in this entertaining and informative session.
As a mentor once told me: ‘Learn from the success and failures of others—it’s faster than making them yourself!’”
Want to increase your standard of living?
View the slides to this webinar!
Explore L&D trends and insights for 2015. Kineo US leaders Cammy Bean, VP of Learning Design, and Chip Cleary, VP of Solutions and Consulting, discuss top tips for adding business value to your learning strategy this year.
“Arise, ye service leader! The time is now!”
In the last issue of SupportWorld, Peter J. McGarahan
exhorted support center executives to embrace service
leadership. Service leadership, he argues, comes
down to leadership, customer advocacy, business
savvy, a “get it done” attitude, and an ambassadorial
spirit. In this article, he focuses on the role of the
service leader on the help desk, with specific
guidance relating to delegating, reporting, marketing,
trategizing, and training.
Are you tired of the endless unreturned phone calls/emails and prospects who seem to disappear? In this webinar, you will learn high impact sales strategies for creating new opportunities. This webinar will teach you how to create the most perfect follow-up voice and email messages to speed up sales and win more business.
NCET Biz Bite | Aaron Boigon, Practical IT management | Sept 2017Archersan
On September 27, join NCET and Aaron Boigon, SVP Director of IT at Plumas Bank, as he delves into the ins and outs of managing Information Technology (IT) in your business.
This presentation aims to provide some practical information you can use immediately to start managing IT better. And while this discussion won't solve all your IT problems, it will give you a couple takeaways that will be immensely helpful.
Attendees will learn about:
1. Cybersecurity
2. Making significant IT purchases
3. The Cloud
4. Outsourcing
5. Efficient Operations
11 steps you must take before purchasing talent acquisition technologyRecruitingDaily.com LLC
Buying TA technology can be complex and often daunting.
We feel ya.
For this special occasion, we're pulling out our "Short-List of Things That Annoy the Heck Out Of Us When Trying to Find TA Tech."
Long title, yes, but it fits.
Variety of tools.
Infinite categories of tools.
Burning bridges TA Leaders face on a near-daily basis.
An explosion of solution providers.
Over-marketing of tools.
Sound familiar? We thought so.
As a buyer, you need a way to approach the market and find the right tools at the right time.
This webinar is here to help.
Martin Burns is VP of Consulting Services for HireClix, founder of the Facebook TA tech group “Talent Product Plays”, and an experienced practitioner in corporate talent acquisition. He has led multiple recruitment organizations, selected, purchased, and implemented technology for firms ranging from 50 employees to over 50,000, as well as built products for the industry.
He brings a practical, informed view of TA technologies to the table and a rational blueprint for what can seem an overly complex challenge.
Technology increasingly permeates every facet of modern business, from communications to CRM systems and customer analytics. IT and Digital have been drawn from a background support function and re-positioned as a core driver of strategy, value creation and competitive edge. This tectonic shift has placed senior technologists at the heart of the organisation, making them integral to decision making and leadership.
The DIGIT Leader Summit will explore this evolution of Information Technology as a discipline, discussing the increasing role of senior technologists in driving innovation and efficiency and shaping business strategy within their organisation. The programme will also consider some of the crucial components of leadership, looking at culture, vision, team building, up-skilling and communication.
The Summit is geared for senior IT and Digital leaders and is designed to promote knowledge exchange, best practice and collaboration in a friendly open forum. The event will be held at Dynamic Earth in Edinburgh on 24th May 2017 and will be free for delegates to attend.
Think Digital is a description of capability required for organisations looking to move to a model of operating that is comfortable with change, able to act quickly and decisively, and technology-aware.
Looking back over my career these are the important keys to success
1. Looking backovermy career theseare the importantkeysto success…
• Thinkholistically
• It’sup to us to applythatbiggerview andguide servicesinthe rightstrategicdirection –
whichwill informthe tactical stepsthatwe take.
• Focuson Business ProcessImprovement
• technologyorcodingsolutionisn’talwaysthe bestanswer
• Formulate businesscase
• People=>process=>automate
• Who doesthisimpact?
• be proactivelyengagedandengaging
• Activelycommunicate –speakoutand be heard
• don’thide behindpassive communication(email),goswingbysomeone’soffice
and buildapersonal relationship.It’seasyforsomeone toquicklydiscountor
ignore yourinputinemail since it’scompletelyimpersonal;it’smuchmore
difficulttoignore someone inyouroffice oracrossthe conference table at
triage.
• Successwithoutcommunicationisfailure
• listeningisamajor part of communication
• Get input.LISTEN.Considerotherpointsof view anddon’tthinkthere’sa“loss”
to changingyourmindor tweakingyourproposal basedonothers’ideas,that’s
actuallypart of the review andrewardsstructure now.
• Failure tocommunicate isa majorsource of conflictinthe workplace
• Be humble
• Everybodyhere startedoutnotknowinganythingaboutwhatthey’re anexpert
intoday.Don’t be afraidto show your cards; don’tfake thatyou know
somethingortake the positionthatyourideaisalwaysbest.
Small ThingsMatter. My devleadIrinasaidI wasthe bestSE she had everworkedwith. There wereno
outstandingeventsorbigissuesthatledtothis. It wassmall things. Whenshe firstarrivedItooksteps
to gether on the rightsecuritygroups. For morningtriage Ialwaysknew the service healthandwasup
on anyissues. Ireachedout to partnersto documentandunderstandbugssotheycouldbe explained
and championed. I’dalwaysfollow upwithherinpersononbugsand issuestomake sure theywere
understoodandassignedout. Iworkedwithherto evangelize the service andreachoutto new
partners. I focusedonin-personcontact– notjust mail – and didfollow upwithpartnerswhen
incidentsandbugswere resolved. Constantactive communicationmakesanimpact.
Service Ownership- Live site: I alwaysfollowedupinpersonwhenwe hadissuesduringthe night;
providingstatus,answeringquestions,anyfollowupneededbydev.Providedcustomersupportand
updateddocumentation,Logbugsandfeature requestsbasedonyoursupport.Discusskeyfindingwith
the leadsonwhat can be usedtoimprove processessothatwe can schedule these keyitems. Actively
monitorlive site bylookingforproblems. Update xpertviews,scripts,standingqueries,alerts
etc… Update the on call documentationandonboardingone note. Lookthroughcurrenterrors/crash
dumpsto logbugs or fix the problemyourself.
Know your service:Don’t justparticipate inthe bugbashes – win! For the firstXpertUI bugbash I was
prepared. I’dbeenworkingtoonboardMetronto Xpertalerting. Iwonthe mostbugsfoundduringthe
bug bashand receivedaprize – a stuffedbear.
2. Reach out to Partners: Aspart of the ambassadorprogram I workedErica friendfromABCH. He was
workingwithXpert,hadusedMetronand hadlots of issuesatfirst. As eachweekprogressedIwould
contact himby phone earlyonWednesdayandwe’dwalkthroughbugshe had. I’dverifyreproand
enterthe bugsfor trackingand thensenda follow upmail tohimwiththe bug numbers. Iknew that
Irenawouldbe triagingthe bugsthat morninginheroffice. Onthe way to standupI droppedbyher
office andhelpedwithtriage andtogetbugsassigned. Once assignedoutI’ddropby the developerand
discussquickly –all face to face time. I trackedthe bugsand sentmail back to Eric whenresolvedsowe
couldbothverifyclosing. Workwithpartners,worktotriage,workto helpdevelopment,worktoclose
bugs.
“Your most unhappycustomersare yourgreatestsource of learning.”~ Bill Gates
Be part of the team: Go on teamoutings,lunchesandpotlucks. Don’tjustparticipate –win! I wonthe
besthot dishat the Xpertteampotluck–my porkshoulderina crockpot.
Think Holistically. Notall improvementsrequire code development. Forexample,atNordstrom’s we
had issueswiththe nightlysalesinterface intopayroll. Storescollectedtheirregistersalesand
transmittedthemtothe corporate offices. Atmidnightonadailyschedule the salesapplicationwould
readand processthe data and make it readyfor the payroll application. Whenthe jobhadproblemsthe
operatorscalledthe salesapplicationdevelopers. Thishappenedoftenandalwayslate atnight. The fix
was easy. Readthe salesdata witha utilityprogramassoonas it arrived. If the utility hadproblems
readingthe data thenoperatorscouldrequestare-transmission. Noneedtocall a developertofindout
the issue.
AnotherexampleisfromToddPacificShipyard,whenstartinganew majorprojectsuchas the large
ferryboatsall of the crafts neededall of the engineeringdrawings. The electrical shopneededthe
metal shopdiagramsto see where theycouldrunwire throughbulkheads. The costof pre-printingwas
high- $100,000 on some projects – andthe diagramswentoutof date fastwith engineeringupdates
and change orders. The solutionwasto locate large D-Size printersinall of the crafts. The crafts didn’t
needtoprintahead of time andcould printcurrentdiagramsas needed. The printerswere paidoff on
the savingsfromthe firstproject.
Take Risks: work yourselfout ofa job. I startedat Microsoftin mydream job – workingas a DBA for
Certificationdevelopingstatistical reports. The reportsrequiredahighlevelof statistical understanding
to create but once createdI turnedthe jobsand database supportoverto ITG freeingmyself tomove
ontoother businessimprovements.
Use deepthinkingwhen neededtoaddress complexproblems: Whenworkingasa PM to support
MSDN and Technetwe neededtomanage content. The deeptechnical contentneededtobe re-usedin
multiple placesbutstayreasonablycurrent. Ihad learnedsettheoryincollegeandwasintroducedto
graph theoryat Nordstrom’sbytwoMIT professors. Contentisagraph – think:word,sentence,
paragraph,chapter,book… andSQL Serverworksinset theory. To store contentina database required
understandingbothandthisledtomypatentin contentmanagement.
Automate manual processes. Whenworkinginservice supportwe focusedonreportingthe qualityof
service. Manydifferentsystemsmonitoredthe servicesandsome valuesneededmanipulationtobe
meaningful. These QoSreportswhere firstdevelopedandmanagedbyFTEsbut soonwere movedto
vendorsupport. Movingthe manipulationof valuesintocode andautomatingthe processreplaced11
vendorswhowere mostlydoingscreenscrapingintoExcel where the valuescouldbe manipulated.
