Evidently Fear is Not a Factor For You
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Presentation on how organizations can be more customer focused by integrating IT service management/ITIL solutions.
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Evidently Fear is Not a Factor For You
- 1. “ Evidently Fear is Not a Factor For You” Maybe it should be… Align with the Business or be Outsourced itSMF Conference September 20, 2005
- 7. Camp Chaos - Operations
- 19. ITSM with ITIL - Operations
- 25. “ Evidently Fear is Not a Factor For You” Maybe it Should be… Align with the Business or be Outsourced
- 26. Thank You! Patricia Bramhall Tydak Consulting Services, LLC [email_address]
Notas del editor
- Define Customer Focused Service vs. Customer Service The Value of ITSM to IT and Business Define ITSM as used in case study How to and importance of promoting IT throughout your organization – role of IT Services ITSM/ITIL Success Story – Case Study Remind them of Take Away (Hand out)
- Before moving forward – Definitions for ITSM and ITIL – any others? I’ve attempted to minimize the use of acronyms – however, please let me know if you are not familiar with a specific term. The presentation will make better sense if you are comfortable with the terminology. Most common mistake/assumption regarding Customer Service? “No One’s Complaining” Scenario/Example Most rewarding Customer Service Experience – in IT or elsewhere “We are Invited to the Decision Table” Scenario/Example.
- Importance of Customer Service IT is a service department Customers are business managers Provide insight and information to allow business to make decision Best customer service – from the person who talks to their customer Improve communications – throughout.
- Recognize it – Less than 50% of customers Use Service Desk (CHL) “Hey Joe” Method more popular Email – Voicemail – Pager to get attention of one person
- Company Background 650 Employees/35 branches in So. California Acquired by National Company Considered for Outsourcing to Parent Co.
- Resources: People, hardware, software, vendors and management Recommendation: Improve Communication Implement ITIL
- Define Repeatable process – Use Escalations (before and after) Resources: People, hardware, software, vendors and management Recommendation: Improve Communication Implement ITIL
- STRESS IMPORTANCE OF COMMUNICATION
- #1 Step to Improve Service – COMMUNICATION Does this statement sound familiar? Anyone had success with this philosophy? Anyone been surprised by poor reception of business to projects they were not involved with?
- STRESS IMPORTANCE OF COMMUNICATION Managing Expectations – key success factor. If your customers don’t know what to expect – they will set their own expectations and you are sure to miss them! Key metrics include:
- Site Openings Example for Well Defined Process w/User Input and “Buy In”
- Why – When – How Audience – How many of you can identify right now two processes that have been amended in last 6 mos.
- Sequence was chosen by 1) Stop the bleeding quickest; 2) Most important to IT; 3) Most impact for quick improvement Most Difficult to turn around: Incident/problem Management Most Effective: Change management
- SLAs – being addressed again Primarily due to improved communications between IT and Business Some Components are stressed and given more weight than others
- Process/Procedures were completed and implemented in 6 months Service improvement was immediate – however users were not convinced we could sustain it 2 years in August since starting project – 18 mos since going live and getting to respectable status Still a long way to go
- Query Audience – get their feedback How does this impact SLA?
- The same product or service will not suit all your customers –even internal customers Treat every customer as if your world revolves around them….it does.
- Questions? Any scenarios you’d like to share? ITIL Success Stories?
- Survey/Raffle – Prize Take Home – Top 5 Reasons Business Managers Dislike IT and How to Avoid Them