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Enhancing IT Service Ecosystems: A Holistic Approach for Optimized Customer Satisfaction

In the modern IT landscape, a holistic approach to service ecosystems is crucial. This presentation discusses essential IT service metrics including response time, mean time to resolution, uptime, and network latency. Customer satisfaction emerges as a core metric, affected by dependability, accuracy, knowledge, and courtesy. We explore traditional versus new strategies for help desk and field services, emphasizing the importance of collaboration, effective communication, and continuous support. Case studies demonstrate the impact of strategic improvements in healthcare IT services with enhanced problem-solving capabilities.

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Enhancing IT Service Ecosystems: A Holistic Approach for Optimized Customer Satisfaction

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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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