Customer Management - Arizona Chapter of HDI

volaryorangeManagement

Nov 6, 2013 (3 years and 7 months ago)

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Welcome AZHDI

Colleagues & Friends

Thank you to Robert Half Technology for being our 2011
-
2012
Diamond Sponsor and for helping support this great event!!

Today’s Topic:
“Transitioning From a Help Desk to a Service Desk”

Derek Wise, IT Manager Service Desk, Medicis

Agenda


Agenda:


5:30: Networking


5:40: Transitioning From a Help Desk to a Service Desk


6:10: Rachel Powers, Robert Half Technology & AZHDI VP Membership.


Robert Half Overview & Drawing.


6:20: AZHDI Updates & AZHDI Drawing


6:40: Game Starts



HDI Info:


HDI National Web
-
Site:
www.thinkhdi.com


Arizona Web
-
Site:
www.azhdi.com


Twitter @azhdi, Facebook “Arizona HDI Group”, LinkedIn


HDI Connections:

Past meeting presentations, articles or links you would
like to share. Tab located on
www.azhdi.com
. You can request a login ID
to be added to the e
-
mail list .




Transitioning from

a Help Desk to a Service Desk

Derek Wise, Service Desk Manager, Medicis

HDI Service Desk Director Certified *Former AZHDI VP Programs



IT/Contact Center Professional 10 + years of experience


Extensive experience coaching leadership towards organizational goals & business
strategy


Proven success with organizational restructuring to save costs & align with industry
best practices


Project management experience implementing processes & technology into contact
centers


Provided Leadership in training programs & quality assurance departments


ITIL Certified with ITIL process design experience to improve efficiency, performance &
transparency


Understanding of customer service through: phone, email, chat & social media


Operations, Project Management & BCP/Disaster Recovery experience






Slide
1
Medicis Overview
Dedicated to Your Healthy and Youthful Appearance and Self
-
Image

Medicis Pharmaceutical Corporation is the leading independent specialty pharmaceutical company in the
United States focusing primarily on the treatment of dermatological and aesthetic conditions. Medicis is
dedicated to helping patients attain a healthy and youthful appearance and self
-
image. Since our inception
in 1988, we have introduced more than 25 new products and formulations, making us a prolific source of
new products in the specialties we serve. Today, we have leading branded prescription products in a
number of dermatological and aesthetic categories. Medicis products have earned wide acceptance by both
physicians and patients due to their clinical effectiveness, high quality and cosmetic elegance.

Products Include:
-
Dysport
-
Perlane

L
-
Restalyne

L
-
Solodyn
-
Vanos
-
Ziana
-
Ammonul
-
Buphenyl
Learn more at Medicis.com
Comparisons Between

a Help Desk and Service Desk

Help Desk Attributes


Efficient and Effective Technical Support


Single Point of Contact for IT issues


Diagnose, find root cause and work with
others in IT to solve the problem


IT
-
focused


Customer
-
focused


“Bring it by…we’ll fix it”


Metric
-
driven, i.e. AHT, Total tickets, KB
Articles created


Individuals within a Team setting

Service Desk Attributes


IT Services Support Analysts


Contact point for IT issues, changes and
communication


Problem management
-
oriented


Business
-
focused


Value
-
focused


Defined Services


KPI
-
driven, i.e. FCR, TCO, Customer
Satisfaction, Service Levels


Team with Individual members

Who do you think you are…really?


Focus Your Assessment

Foundation


Mission / Vision


Structure


Products and
Services

People


Staff


Performance
Metrics


Training and
Development

Process


Issue Handling


Incident
Management


Problem
Management


Escalation /
Prioritization

Tools


Technologies


Knowledge
Management

Customer
Management


Service Level
Management


Customer
Satisfaction


Communication

Run like a project…

Service Desk Foundation

Quick Wins



Create a statement that captures your goal /
philosophy and use in all communication



Ensure you have a tiered structure



If not, develop a justification for a second level



Use cost, time and problem management as ROI



Identify / Map
-

1 Service & 1 Product



{What} {Defined Support} {Escalation Partner}



Gather escalation requirements from partner



Other; # of customers, purpose, version, etc.



Foundation


Mission / Vision


Structure


Products and
Services

People

Quick Wins



Create/Update/Revise job expectations to fit
current role



Establish a service level and measure against 1
week of data to determine if full analysis is needed



Answer 80% of calls in 60 seconds



Respond to email in 1 hour



Respond to voicemail in 15 minutes



Select 1 metric to measure against others



Examples; CSAT, FCR or,



Number of tickets, AHT,

People


Staff


Performance
Metrics


Training and
Development

Processes

Quick Wins



Select 1 Service and 1 Product to develop
troubleshooting guide



Speak the same language



Incident vs. Service Request



Incident, Problem, Known Error



Impact and Urgency



Select 1 recurring incident



Analyze, Understand, Remediate, Deploy, Measure


Process


Issue Handling


Incident
Management


Problem
Management


Escalation /
Prioritization

Tools

Things to Consider



Tools or Processes? Be Honest!



Define Business Drivers



Run the exercise like a business



Be realistic about your ROI



Any ‘in
-
house’ technologies?



SharePoint, Shared Drives, Knowledge Tree



Create a draft scorecard to measure your results


Be actionable!

Tools


ACD


Ticketing


Reporting


Knowledge
Management


Other

The benefits you get from using a tool are not the benefits you get from practicing ITSM. Software
alone does not make a strategy; rather, software facilitates a strategy and allows a team to complete its
tasks.

-

ITIL Benefits to the Business by Global Knowledge and HDI

Customer Management

Quick Wins



Establish a “straw man” priority model with High
Medium and Low resolution parameters



Use prioritization to measure:



Number of high priority incidents per month



Time to resolve high priority incidents



Just ask them! They may give you good ideas.



Develop 1 communication template


Simple is
better..

Customer
Management


Service Level
Management


Customer
Satisfaction


Communication

Other Key Takeaways


Run Your Maturation Like a Project


Identify Milestones


Report Progress


Remediate Risks


Define Success


Think Like a Business


Return on Investment


Define Requirements


Hold Staff/Vendors Accountable


HDI Maturity Assessment


HDI Practices and Salary Report


ITIL v3


The Help Desk Audit by BluePrint for Success


Spectacular Support Centers by Kristin E. Robertson

Resources:

Your Technology Staffing Resource


Founded in 1994


Unique, specialized approach with an emphasis on “quality first”


Technical skills evaluation that includes:


Work history verification


Technical

evaluation process


In
-
depth interview


Selected reference checks


Quality assurance


Client follow
-
up


Who is HDI?


Founded in 1989, Global

membership, training,
certification, and networking association for technical
support professionals.




Curriculum & local topics addresses needs of technical
support professionals and the various maturity levels of
their support operations.





HDI is vendor
-
neutral in its efforts to facilitate open,
independent networking and information sharing within
the association’s global network.


AZHDI Board Update

2011 HDI Rising Star
-

Recognized as the Rising Star out of 68 local chapters nationally!


Need Active volunteers!! Strength in numbers.


Still need Platinum sponsor for our Analyst of the Year Banquet Dec. Please contact Ted.Cohen@azhdi.com.


Need “Analyst of the Year” committee members. Please see board member or send an e
-
mail to
board@azhdi.com
.


Board:


President; Jennifer White, CompuCom:


Jennifer.White@azhdi.com

or (480) 297
-
8016.


Twitter @jenservice1



VP Programs, Kaye McRay, American Express


Kaye.McRay@azhdi.com



VP Special Events Linda Fields, EnSynch


Linda.fields@azhdi.com


VP Communications; Ralph Devlin, Macerich



Ralph.Devlin@azhdi.com



Webmaster & VP Vendor Management; Ted Cohen, Central Arizona Project


Ted.Cohen@azhdi.com



VP Membership; Rachel Powers, Robert Half Technology


Rachel.Powers@azhdi.com


VP Finance; Jeffrey Ackerman, Robert Half Technology


Jeffrey.Ackerman@azhdi.com



Executive at Large; Thor Oakley, Robert Half Technology







AZHDI Meeting Update

Training Sessions:


Aug 22 to Aug 23
-

HDI Analyst Training


Aug 24 to Aug 26
-

HDI Manager Training


*
Register today at
www.thinkhdi.com

or contact Victoria Beck at
vbeck@thinkhdi.com
.

Webinars:


Aug 16
--

A Day in the Life of a Change Manager: A Perspective for Service Desk
Professionals


Aug 23


Webinar
-

IT Service Management and Access Assurance


Sept 23


Metrics, Measures, & and Madness: The New World of Guiding, Not
Grading

Local AZ Special Events:


Oct
-

Western Regional Speaker Tour Planned. Watch front page & event calendar
for more info.


Dec


Analyst of the Year: More updates posted soon
www.azhdi.com
. This will
be a lunchtime event and free for members. Non
-
member cost TBD.



*Nominations due by Oct 31
st