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An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Serv

An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc. IT Service Metrics . Speed to Answer / Response Time Mean Time to Resolution / Repair Server and Application Uptime Network Latency.

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An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Serv

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  1. An IT Service Ecosystem:A Holistic ApproachStephen V. Wade, PresidentGeoff Duke, Vice President Strategies & Service DeliveryThe Kemtah Group, Inc.

  2. IT Service Metrics • Speed to Answer / Response Time • Mean Time to Resolution / Repair • Server and Application Uptime • Network Latency

  3. The Most Important Metric Customer Satisfaction

  4. Dependability and accuracy, like a utility Knowledge and courtesy -trust and confidence inpeople and systems Appearance Care and individualizedattention Willingness to help –prompt service Quality Components

  5. Perception and Expectation

  6. Perception and Expectation Perceptionand Expectation

  7. Applications Availability/Speed Customer Experience Interactions Desktop Components of the User Experience

  8. Traditional Strategy Applications Availability/Speed Customer Experience Help Desk & Field Services eSupport Interactions Desktop Problem Avoidance &Training

  9. New Strategy Help Desk & Field Services eSupport Problem Avoidance &Training Traditional Strategy Field Services / Service Desk eSupport Problem Avoidance

  10. New Strategy Field Services / Service Desk eSupport Problem Avoidance

  11. New Strategy eSupport

  12. New Strategy Field Services / Service Desk

  13. IT Culture andOrganization Workflow andProcess Tools What Does It Take

  14. Game Changer: Web 2.0 • Connecting – Communicating – Collaborating • Creating an aligned “Tribe” • Knowledge Centered Support • Compelling place to capture ALL interactions • Leads to e-support / self service • Right Problem– Right Person (Help for the Help Desk) • Connections facilitate solutions • Collaboration & Community = Visibility & Accountability

  15. Case Study – IM at the Service Desk • Large healthcare organization. Is a not-for-profit system of hospitals, a health plan, and a growing medical group. • 7 Hospitals, 30 Clinics, 490 Physicians, 450,000 Members • 9500 Employees • 6500 Workstations • 425 Applications • 450 Servers + Mainframe • 17,000 Telephones / Lines • 12,000 Network Ports

  16. Objectives Improve communication between agents Use the whole IT team to solve problems faster

  17. Online Chat

  18. Results • Collaborative Problem Solving • Knowledge Creation • Situational Awareness

  19. Questions ? Thank You

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