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An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Serv PowerPoint Presentation
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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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slide1

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

it service metrics
IT Service Metrics
  • Speed to Answer / Response Time
  • Mean Time to Resolution / Repair
  • Server and Application Uptime
  • Network Latency
the most important metric
The Most Important Metric

Customer Satisfaction

quality components

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
perception and expectation6
Perception and Expectation

Perceptionand Expectation

components of the user experience

Applications

Availability/Speed

Customer Experience

Interactions

Desktop

Components of the User Experience
traditional strategy
Traditional Strategy

Applications

Availability/Speed

Customer Experience

Help Desk & Field Services

eSupport

Interactions

Desktop

Problem Avoidance &Training

new strategy
New Strategy

Help Desk & Field Services

eSupport

Problem Avoidance &Training

Traditional Strategy

Field Services / Service Desk

eSupport

Problem Avoidance

new strategy10
New Strategy

Field Services / Service Desk

eSupport

Problem Avoidance

new strategy11
New Strategy

eSupport

new strategy12
New Strategy

Field Services / Service Desk

game changer web 2 0
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
case study im at the service desk
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
objectives
Objectives

Improve communication between agents

Use the whole IT team to solve problems faster

results
Results
  • Collaborative Problem Solving
  • Knowledge Creation
  • Situational Awareness
slide20

Questions ?

Thank You