T ransform Your Service Desk by Using Award-winning Strategies Dallas HDI Chapter Meeting

1. Transform Your Service Deskby Using Award-winning StrategiesDallas HDI Chapter Meeting January 19, 2012 Brad Trout Technisource’s National Delivery Director for Support Services

2. 2011 HDI Team Excellence Award Winner Who is Technisource? • National Technology Talent and Services Provider • Leading service desk provider for 20 years! • 4.5 million interactions handled per year • 1.8 millions users supported per year

3. Walk Away With 3 Ideas… • Continual Service Improvement • How to get started? • Some low-hanging fruit: First Contact Resolution • Do the Math: Business Impact • What are the tricks? • Customer Satisfaction vs. Traditional SLAs • Why is Customer Sat becoming so important? • Do we really need all those reports? • How does self-service relate to Customer Satisfaction?

4. Continual Service Improvement • Defined: • Activities and processes to improve the quality of services • Improve effectiveness and efficiency of IT services to better meet business needs • Top Outcomes: • Improve Business Productivity • Increase Customer Satisfaction • Innovate • Reduce Cost of Support

5. How to Get Started with CSI • Target Areas: • KPIs • FCR • Escalated Incidents • Top Ten Incidents • Root Cause Analysis • Change Management meetings • Client meetings • Team meetings What is the vision? Business vision, mission, goals and objectives Where are we now? Baseline assessments How do we keep the momentum going? Where do we want to be? Set measurable & achievable targets How do we get there? Service & process improvement action Did we get there? Measurement & metrics

6. FCR is a great place to start! “SHIFT LEFT” STRATEGY • FCR Improvement has business power: • Maintain or Reduce Support Costs • Enhance Business Productivity • Value Creation Opportunities Knowledge Management Service Desk Desktop Support Shift Left Increasing Support Costs & Impact

7. Do the math:Demonstrating Results from Improving FCR Ask HR for Burdened Cost Per Employee Or estimate $25/hour Capture both areas of savings

8. What are the tricks?CSI Keys to Success • Dedicated, Independent, CSI “Owner” • Executive Buy-in • Staff Buy-in • Good Baseline Data and Reporting • Benchmark Current State • KPIs and Costs • Look for Small Wins First (Low Hanging Fruit) • FCR, Customer Satisfaction • Communicate Success!

9. Why is Customer Sat becoming so important?Current Industry Trend Customer Satisfaction is becoming a TOP focus area! 80% of support centers are measuring customer satisfaction in some fashion… 67% send incident-based surveys to their customers after closing incidents. • Why? • The Service Desk is: • the primary face of IT • IT’s leader in “first impressions are lasting impressions” chain • Consumerization shows users various points of comparison and options for support • Encourages usage of Level 1 vs. more expensive and/or informal support channels From HDI’s 2010 Customer Satisfaction Benchmarking Report:

10. What Technisource clients are saying • “We want to move the focus • onto the customer experience.” • “Customer Service MUST encompass the • end-to-end processes throughout IT support at all levels.” • “The statistics tell part of the story, the • customer tells us what really matters.”

11. Do we really need all those reports?Today’s Key Metrics • Today many desks measure many metrics • Can be unclear as to why a metric is measured • Customer Satisfaction and First Contact Resolution • Tightly coupled metrics: Industry data confirms that higher FCR leads to higher customer satisfaction (source: MetricNet) • FCR drives other important metrics: • Reduces overall TCO for IT • Reduces end user calls for status • Frees Level 2 & 3 resources to be more strategic • Leads to better Service Desk usage which frees the “informal” support network • Enhances end user productivity by getting them back to task more quickly

12. What about self service? • Current Service Desks need multiple modalities: • “Millenials” are highly connected, tech savvy, and want self service options • “Gen-Xers” are also very self-reliant, and tend to prefer self-service • “Baby Boomers,” typically want personal (telephone) interaction • Highly technical individuals (engineers, scientists, IT) tend to want options dependent upon the situation • What is self-service? • Self-submit ticket entry • Knowledge that users can access to solve their own issues • Use carefully or risk backlash • Risky when used as a cost containment model ONLY • Highly effective as supplement to traditional Service Desk • Cannot be an afterthought • Requires dedicated focus to create/maintain user friendly and time tested knowledge • The tool is important in shaping user perceptions

13. More info on Continual Service Improvement • See Ken Hayes’ article in the September/October 2011 issue of HDI’s SupportWorld magazine

14. Thank you!