Sept2008 Hdi Motown September 2008
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The document introduces the panelists for an upcoming panel discussion on issues related to IT support. It provides the format for the panel, including that questions were submitted in advance and will be selected by the emcee for the panelists to discuss. It also lists the questions that will be addressed by the panelists during the discussion.
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Social media is increasingly important for organizations to engage with customers and promote events. It allows customers to interact on their preferred channels like social media. The fastest growing audience is 55-65 year olds. Social media should be used as a relationship building tool, not just sales. It also helps with customer service issues. Companies need to consider how to use social media like Twitter to promote an upcoming CIO roundtable event. Connecting on various social media platforms is also provided.
Social Networking One Year later
This document discusses how social networking has changed how people discover and share information over the past year. It notes that Facebook has become the second most visited site in the US. The document then provides strategies for using social networks like LinkedIn, Facebook, and Twitter to help one's career and business through activities like maintaining an active online profile, participating in groups and forums, blogging, and networking through professional associations. It emphasizes the importance of an ongoing investment in one's career and personal life through self-improvement and finding a work-life balance.
The value of SAAS for ITSM
This document discusses software as a service (SaaS) and its value for IT service management (ITSM). SaaS delivers software applications over the internet, using cloud computing. It differs from application service providers (ASPs) by being strictly web-based and architected for the web. The business is moving to SaaS due to lower costs, flexibility, and focus on business needs rather than technology. SaaS is growing for use in ITSM tools like service desks, as it provides measurable service level agreements and easier upgrades compared to on-premise software. While concerns remain regarding internet connections and control, SaaS allows IT to focus on business services and offers simpler and faster implementations than traditional software.
Kcs overview for detroit 2010
This document provides an overview of knowledge management best practices using the Knowledge-Centered Support (KCS) methodology. It discusses how KCS has evolved from traditional knowledge engineering approaches to become integrated into the problem-solving workflow. Key aspects of KCS include capturing knowledge as a byproduct of solving problems, evolving knowledge based on demand, and developing a collaborative knowledge base. The document outlines the KCS framework and processes and how they align with and enhance the ITIL framework for service management.
Thin Client Computing In The Steady State
1. The document discusses strategies for transitioning from a complex legacy infrastructure to a virtual and simple infrastructure using thin client computing.
2. It outlines considerations for backup, disaster recovery, business continuity, security, and other areas when implementing thin client solutions.
3. The final section discusses developing a long term strategic plan, calculating ROI for projects, prioritizing initiatives, and creating a roadmap for execution.
Strategic Desktop Virtualization
The document discusses how strategic virtualization, beginning with desktop/webbook virtualization, can transform an organization and allow IT to become a competitive advantage. It describes how Amerisure Insurance implemented a strategic virtualization roadmap that simplified their infrastructure and dramatically improved productivity, security, and cost savings. Key benefits included ubiquitous access, reduced total cost of ownership, improved quality of life for employees, a more agile architecture, and positioning the company for the future.
It Services And Service Catalog(ITIL V3)
This document provides an overview of ITIL v3 and the service catalog. It defines key terms like customers and users. ITIL v3 focuses on delivering value to customers and integrating IT services with business needs. The ITIL v3 publication structure includes core guidance, complementary guidance, and web-based add-ons. The ITIL v3 service lifecycle includes five phases: service strategy, service design, service transition, service operation, and continual service improvement.
Help Desk Manager’s Crash Course
The document provides tips for help desk managers from Phil Gerbyshak on hiring, teambuilding, delegation, rewards and recognition, and metrics. It recommends knowing what you want in hiring, delegating routine tasks, having meaningful and timely rewards, and using a balanced metrics triangle of productivity, effectiveness, and customer satisfaction to measure performance. Phil emphasizes that people and metrics both matter greatly for success.
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...IT Service and Support
The document summarizes a meeting of the HDI Motown Local Chapter that took place on June 10, 2009. The meeting featured speakers Gideon Brewer and Marisa Eubank discussing finding the right candidates and securing a job in a tough economic climate. They covered hiring dilemmas and solutions from both a management and candidate perspective. Key topics included screening resumes, utilizing recruiters, networking, researching companies, tailoring resumes, and preparing for interviews. The meeting provided guidance on navigating challenges in hiring and job searches during an economic downturn.March 2009 - Reducing Incidents: 3-2-1-0 Approach
This document outlines a 3-2-1-0 continuous improvement initiative to reduce IT incidents and support costs. The approach aims to move resolution of incidents and requests closer to the customer by eliminating unnecessary items, empowering self-service, and expanding the service desk's capabilities. Key steps include identifying improvement opportunities, assessing where resolution can be handled, ensuring proper knowledge, training, and measurement, and implementing changes through clear communications and project management. Initial results saw reductions in incident volume, improved customer satisfaction, and faster resolution times.
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.E
Virtual Remote Support S.I.M.P.L.E by Jeff Johnson from Bomgar
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCO
This document provides an overview of transforming a help desk into a more strategic service desk. It discusses key concepts like implementing more proactive processes through automation and knowledge management to address common help desk issues and lower costs. Metrics and key performance indicators for processes like incident, problem, and change management are reviewed. The benefits of a service desk over a help desk are described, such as providing a single point of contact and focusing on customer service. Software asset management is also introduced as an emerging area of focus.
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Sept2008 Hdi Motown September 2008
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