The document describes Pink Elephant's service desk and support services. It offers service desk improvement programs to assess, improve, and implement service desks. It provides managed flexible employees to supplement or replace current resources. The service is designed to solve problems like demotivated staff, low fix rates, lack of knowledge management, and poor leadership. Features include help with improvement, management of staff training and motivation, assistance with tool selection, and off-shore capabilities. The company values focus on customers, accountability, and teamwork.
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
Top 3 Help Desk Challenges & What You Can Do About ThemSolarWinds
Learn more about the Top 3 Help Desk Challenges and how you can best tackle them.
-- Difficulty of Handling Growing Ticket Volume
-- Complexity of Managing the Ticketing Process
-- Lack of Proper Reporting & Metrics
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
Top 3 Help Desk Challenges & What You Can Do About ThemSolarWinds
Learn more about the Top 3 Help Desk Challenges and how you can best tackle them.
-- Difficulty of Handling Growing Ticket Volume
-- Complexity of Managing the Ticketing Process
-- Lack of Proper Reporting & Metrics
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
Altnix offers IT infrastructure managed services and remote infrastructure management services (RIMS) for Global customers. Streamline your IT infrastructure management and operations using tools, processes and 24x7 support from Altnix.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
http://flevy.com/browse/business-document/itil-incident-management-workflow--process-guide-3020
DOCUMENT DESCRIPTION
This document establishes an Incident Management (IM) process according to ITIL v3 best practice and ISO 20000. (Word document including Visio diagram of the process)
This document introduces the Incident Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
Document contains suggested templates for:
Incident Life-cycle stages
Prioritization Matrix
Categorization
Incident Closure codes
Functional and Hierarchic Escalation Matrix
Major Incident Procedure
Reporting
We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
What is Agile Service Management? Why Is it Important? ITSM Academy WebinarITSM Academy, Inc.
There has been a lot of buzz lately about the need for IT to be more “agile”. While the term Agile is freely used, there is not a clear definition of what “being agile” actually means, particularly in the context of IT support and service management. This webinar explores the concept of Agile Service Management and how agility helps IT service providers better meet the rapidly changing requirements of business and customers.
ServiceDesk Plus is an ITIL ready IT help desk software for organizations of all sizes. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class services to end users with reduced costs and complexity. This comprehensive presentation has all the information you would want to know about ServiceDesk Plus.
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
Altnix offers IT infrastructure managed services and remote infrastructure management services (RIMS) for Global customers. Streamline your IT infrastructure management and operations using tools, processes and 24x7 support from Altnix.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here
http://flevy.com/browse/business-document/itil-incident-management-workflow--process-guide-3020
DOCUMENT DESCRIPTION
This document establishes an Incident Management (IM) process according to ITIL v3 best practice and ISO 20000. (Word document including Visio diagram of the process)
This document introduces the Incident Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
Document contains suggested templates for:
Incident Life-cycle stages
Prioritization Matrix
Categorization
Incident Closure codes
Functional and Hierarchic Escalation Matrix
Major Incident Procedure
Reporting
We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
What is Agile Service Management? Why Is it Important? ITSM Academy WebinarITSM Academy, Inc.
There has been a lot of buzz lately about the need for IT to be more “agile”. While the term Agile is freely used, there is not a clear definition of what “being agile” actually means, particularly in the context of IT support and service management. This webinar explores the concept of Agile Service Management and how agility helps IT service providers better meet the rapidly changing requirements of business and customers.
ServiceDesk Plus is an ITIL ready IT help desk software for organizations of all sizes. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class services to end users with reduced costs and complexity. This comprehensive presentation has all the information you would want to know about ServiceDesk Plus.
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
Shaking the Box: Creating Indelible Organizational Change kirkholmes11
How do you drive organizational change when massive cultural change is needed? This presentation includes examples of techniques and approaches based on an 8 step model created by J.P. Kotter. This model is very useful for best practices implementations like ITIL or CMMI, process process improvement, quality programs, performance management, reducing costs, and improving competitiveness.
The return of the Jedii in 2012!
Capability presentation for Jedii Services Premier League, Business and Performance Improvement Consulting and Services.
Recipe for a Lean IT Service by Tata Consultancy Services - European Lean IT ...Institut Lean France
Anju Saxena and Vivek Goel's presention at the European Lean IT Summit 2012. The success story of a service provider which partnered with its client, a global bank, to measurably improve customer satisfaction, quality of service and transparency in operations. 6 months after running a focused Lean project, a value chain of improved, transparent service delivery and 27% productivity savings were recorded.
More Lean IT presentations and videos on www.lean-it-summit.com
“It’s not our policy.” Don’t you hate that phrase? This presentation looks at how to ensure your Service Desk policies lead to both customer and staff satisfaction. We will also explore the leadership traits that lead to great service, and a service culture that delivers bottom line benefits.
How to Build a Business Case and Measure the Effects of Leadership Developmen...Human Capital Media
Leadership development is essential to successfully navigate at today’s business speed. This webinar will offer practical and credible advice on how to construct a business case to substantiate leadership development initiatives and measure the effects. Development of your leaders can have big payoff in terms of revenue generation and organizational risk mitigation, but how will you know if you’ve been successful if you don’t have a formal plan and strategy to evaluate impact? Join us for an insightful webinar by one of the industry’s leading authorities on measurement and analytics, Jeffrey Berk, COO of KnowledgeAdvisors.
Learning objectives:
Developing the business case for a leadership development initiative.
Defining the leadership development measurement strategy to evaluate impact.
Identifying what analytics are important.
Communicating the results of leadership development investments to executives.
WQD2011 - Breakthrough Process Improvement - Mashreq Bank - Improving Sales, ...Dubai Quality Group
Breakthrough Process Improvement case study submitted by Mashreq Bank during 3rd Continual Improvement & Innovation Symposium organized by Dubai Quality Group's Continual Improvement Subgroup to celebrate World Quality Day 2011.
Similar to Service Desk Proposition Presentation (20)
Many of our Service Desk projects come from the need to improve service delivery, so can be preceded by Consulting – to rejuvenate or revitalise your Service Desk. We can provide Consulting which goes hand-in-hand with resources on the Service Desk to complement your own staff and assist with the improvement programme.Alternatively can provide the complete managed service, providing all staff required for the IT Support function. Including SD Analysts, Team Leaders, 2nd and 3rd Line Technical Support, Desk-side support, Network Analysts etc, Process Analysts and Managers – i.e. Problem/ Change Analyst and Problem/ Change Managers.Quote the TechData example. TechData called us in to talk about ITIL training for their Service Desk staff – however through the conversation, it wasn’t really a lack of understanding of ITSM that was the problem (although that was a requirement). All the staff were contractors from a number of different agencies. The agencies weren’t prepared to pay for training for them and TechData were also a bit reluctant. The agencies basically provided Techdata with a ‘body’ and weren’t interested what happened so long as they got their monthly fees. The SD staff felt abandoned, without any management or guidance from the agencies, without any career progression plans, and without any opportunities for further training. One or two were looking for other work. We offered a Managed Service solution where we employed all the SD staff – providing them with all the things they didn’t get from an agency.
Why do organisations call us in?Go through all the above.Many projects come as a result of being called in to fix a ‘perceived’ training problem.
How is IT Services perceived by your customers?More importantly how are YOU perceived by your customers.Talk about the Service Desk as being the window through which your customers build up a picture of IT Services.Are you seen as the devil himself controlling all his minions in Hades?Or do they paint a completely different picture?
This is how we benefit organisationsWhen talking about Tools, mention PinkVerify – all the major tool vendors have come to Pink Elephant to ensure their tool is aligned with ITIL.
Critical to us supplying good staff is the recruitment process.We look for three things: 1. A good service attitude, 2. A good service attitude, and 3. A good service Attitude.By selecting graduates – they usually have good IT skills – they are easily trained in more specific technologies.
All our staff attend our Induction Course where we imprint the Pink factor, and make sure they have a good understanding of our Values and Culture.We run through our IT Service Management simulation where we show them the impact their actions and poor process can have on company performance – both ours and yours. This also gives them a better understanding of ITSM (ITIL) and where their rols fits into the wider context of delivering and supporting IT Service.We also show them how their attitudes, behavious and culture can affect their capability to deliver a world class service.And finally they will come out of the Induction with the ITIL Foundation Certificate in IT Service Management.
We promise all our employees a three year charter – a sort of ITSM Apprenticeship.This slide simply depicts a framework – each employee will have their own charter, depending on their career aspirations, the Client’s requirements, and Pink Elephant’s requirements.
For every 25 staff we have a Field Manager.He or she will be responsible for the well-being of our analysts, conducting regular appraisals.They will deal with all first-line HR Issues, attendance and performance issues. In a recent SDI survey a clear majority identified people management as their biggest drain on time, which meant that actually managing the people on the service desk took up more time than any other of their activities.We’ll take away this burden.The Field Manager will also liaise with the client to monitor SLA’s and KPI’s.
Everybody goes through this curve.When someone starts a new job they are full of enthusiasm and excitement. It takes a period of time to ‘learn’ the job – this curve will depend on how complex the job is. If it’s a easy job the time taken to learn it will be relatively short – conversely, the more complex it is, the longer it will take to learn it.But at some point you know how to do the job, and it may start to become a ‘9 till 5’ – just put in the hours and pay me my salary.Having people on the Service Desk with this attitude will damage your reputation.Through our Field Management we monitor this situation, and when the time is right, rotate the analyst to either a more complex role within the incumbent company, or replace and transfer to another company. The people who have just moved will start the Motivation curve all over again.The client will get a fresh, motivated, energetic analyst, and the analyst will get a new challenge. All this is done of course with the full co-operation and involvement of the client.
When we first talk to you about providing a Service Desk Managed Service we will discuss the number of staff you need.If that number is 8 or above we will provide, free of charge, and additional person.THIS IS PROVIDED THAT THERE ARE NO DISCOUNTS IN PLACE.This provides an in-built contingency for absence.Short notice/ term sickness is always a problem – if someone phones in sick at 09.00 am in the morning we cannot guarantee a replacement. Planned holidays on the other hand are easier to cover.
Our staff come with the best back-up in the business.They have access to ATLAS, our Knowledge Base – this is our Consultant’s tool kit.They also have access to our Consultants – so for example if there was a particular problem or issue on the Service Desk they have access to a wealth of information to enable them to correct it.
This is an option available for Pink Elephant.If required the whole Service Desk facility can be off-shored – however you don’t have to worry about ‘poor spoken English’. We have a model in place where we place some of our Graduates on secondment to our office in South Africa, where they have a complete off-site Service Desk facility. So when you ring up the Service Desk, the likelihood is that you’ll be speaking to an English Graduate.Some organisations use our off-shore facility as a contingency, for example: if you had 8 lines coming into the desk, and the ninth caller came in, instead of waiting this call would be re-routed to our South African desk, where they would receive exactly the same service as if they had called into the local desk. We can patch into your Service Management tool, so no information would be lost.For your interest you could have 4 South African analysts for the price you pay for one in the UK.
A review of the benefits.Client Management time is a big one – it frees them up to do more strategic/ interesting/ productive/ proactive work.Play on the fact that their reputation is in the hands of the people on the service desk – are they willing to risk that to a bunch of contractors (if this is the case).
You can skip through these last three slides – this is what we hammer home in the Induction course. But it’s interesting for the audience to see.
This slide puts into context the Service you are discussing.This shows the complete lifecycle of our SD offering.