Welcome AZHDI Colleagues & Friends

Thank you to Robert Half Technology for being our 2011-2012 Diamond Sponsor and for helping support this great event!!

Today’s Topic: “Transitioning From a Help Desk to a Service Desk”Derek Wise, IT Manager Service Desk, Medicis

AgendaAgenda:• 5:30: Networking• 5:40: Transitioning From a Help Desk to a Service Desk• 6:10: Rachel Powers, Robert Half Technology & AZHDI VP Membership. Robert

Half Overview & Drawing.• 6:20: AZHDI Updates & AZHDI Drawing• 6:40: Game Starts

HDI Info:• HDI National Web-Site: www.thinkhdi.com• Arizona Web-Site: www.azhdi.com• Twitter @azhdi, Facebook “Arizona HDI Group”, LinkedIn• HDI Connections: Past meeting presentations, articles or links you would like to share.

Tab located on www.azhdi.com. You can request a login ID to be added to the e-mail list .

Transitioning from a Help Desk to a Service DeskDerek Wise, Service Desk Manager, Medicis HDI Service Desk Director Certified *Former AZHDI VP Programs

– IT/Contact Center Professional 10 + years of experience– Extensive experience coaching leadership towards organizational goals & business

strategy– Proven success with organizational restructuring to save costs & align with industry

best practices– Project management experience implementing processes & technology into contact

centers– Provided Leadership in training programs & quality assurance departments– ITIL Certified with ITIL process design experience to improve efficiency, performance &

transparency– Understanding of customer service through: phone, email, chat & social media– Operations, Project Management & BCP/Disaster Recovery experience

Slide 1

Medicis Overview

Dedicated to Your Healthy and Youthful Appearance and Self-Image• Medicis Pharmaceutical Corporation is the leading independent specialty pharmaceutical company in the

United States focusing primarily on the treatment of dermatological and aesthetic conditions. Medicis is dedicated to helping patients attain a healthy and youthful appearance and self-image. Since our inception in 1988, we have introduced more than 25 new products and formulations, making us a prolific source of new products in the specialties we serve. Today, we have leading branded prescription products in a number of dermatological and aesthetic categories. Medicis products have earned wide acceptance by both physicians and patients due to their clinical effectiveness, high quality and cosmetic elegance.

• Products Include:- Dysport- Perlane – L- Restalyne – L- Solodyn- Vanos- Ziana- Ammonul- Buphenyl

Learn more at Medicis.com

Comparisons Between a Help Desk and Service Desk

Help Desk Attributes

• Efficient and Effective Technical Support• Single Point of Contact for IT issues• Diagnose, find root cause and work with

others in IT to solve the problem• IT-focused• Customer-focused• “Bring it by…we’ll fix it”• Metric-driven, i.e. AHT, Total tickets, KB

Articles created• Individuals within a Team setting

Service Desk Attributes

• IT Services Support Analysts• Contact point for IT issues, changes and

communication• Problem management-oriented• Business-focused• Value-focused• Defined Services• KPI-driven, i.e. FCR, TCO, Customer

Satisfaction, Service Levels• Team with Individual members

Who do you think you are…really?

Focus Your Assessment

Foundation•Mission / Vision•Structure•Products and

Services

People•Staff•Performance

Metrics•Training and

Development

Process•Issue Handling•Incident

Management•Problem

Management•Escalation /

Prioritization

Tools•Technologies•Knowledge

Management

Customer Management•Service Level

Management•Customer

Satisfaction•Communication

Run like a project…

Service Desk Foundation

Quick Wins• Create a statement that captures your goal / philosophy and use in all communication• Ensure you have a tiered structure

• If not, develop a justification for a second level• Use cost, time and problem management as ROI

• Identify / Map - 1 Service & 1 Product• {What} {Defined Support} {Escalation Partner}• Gather escalation requirements from partner• Other; # of customers, purpose, version, etc.

Foundation• Mission / Vision• Structure• Products and

Services

People

Quick Wins• Create/Update/Revise job expectations to fit current role• Establish a service level and measure against 1 week of data to determine if full analysis is needed

• Answer 80% of calls in 60 seconds• Respond to email in 1 hour• Respond to voicemail in 15 minutes

• Select 1 metric to measure against others• Examples; CSAT, FCR or, • Number of tickets, AHT,

People• Staff• Performance

Metrics• Training and

Development

Processes

Quick Wins• Select 1 Service and 1 Product to develop troubleshooting guide• Speak the same language

• Incident vs. Service Request• Incident, Problem, Known Error• Impact and Urgency

• Select 1 recurring incident • Analyze, Understand, Remediate, Deploy, Measure

Process• Issue Handling• Incident

Management• Problem

Management• Escalation /

Prioritization

Tools

Things to Consider• Tools or Processes? Be Honest!• Define Business Drivers• Run the exercise like a business• Be realistic about your ROI• Any ‘in-house’ technologies?

• SharePoint, Shared Drives, Knowledge Tree• Create a draft scorecard to measure your results Be actionable!

Tools• ACD• Ticketing• Reporting• Knowledge

Management• Other

The benefits you get from using a tool are not the benefits you get from practicing ITSM. Software alone does not make a strategy; rather, software facilitates a strategy and allows a team to complete its tasks. - ITIL Benefits to the Business by Global Knowledge and HDI

Customer Management

Quick Wins• Establish a “straw man” priority model with High Medium and Low resolution parameters• Use prioritization to measure:

• Number of high priority incidents per month• Time to resolve high priority incidents

• Just ask them! They may give you good ideas.• Develop 1 communication template – Simple is better..

Customer Management• Service Level

Management• Customer

Satisfaction• Communication

Other Key Takeaways• Run Your Maturation Like a Project

• Identify Milestones• Report Progress• Remediate Risks• Define Success

– Think Like a Business• Return on Investment• Define Requirements• Hold Staff/Vendors Accountable

• HDI Maturity Assessment• HDI Practices and Salary Report• ITIL v3• The Help Desk Audit by BluePrint for Success• Spectacular Support Centers by Kristin E. Robertson

Resources:

Your Technology Staffing Resource– Founded in 1994

– Unique, specialized approach with an emphasis on “quality first”

– Technical skills evaluation that includes: Work history verification

Technical evaluation process

In-depth interview

Selected reference checks

Quality assurance

Client follow-up

Who is HDI?

• Founded in 1989, Global membership, training, certification, and networking association for technical support professionals.

• Curriculum & local topics addresses needs of technical support professionals and the various maturity levels of their support operations.

• HDI is vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association’s global network.

AZHDI Board Update2011 HDI Rising Star- Recognized as the Rising Star out of 68 local chapters nationally!• Need Active volunteers!! Strength in numbers.• Still need Platinum sponsor for our Analyst of the Year Banquet Dec. Please contact Ted.Cohen@azhdi.com.• Need “Analyst of the Year” committee members. Please see board member or send an e-mail to board@azhdi.com.

Board: • President; Jennifer White, CompuCom:

– Jennifer.White@azhdi.com or (480) 297-8016.– Twitter @jenservice1

• VP Programs, Kaye McRay, American Express– Kaye.McRay@azhdi.com

• VP Special Events Linda Fields, EnSynch– Linda.fields@azhdi.com

• VP Communications; Ralph Devlin, Macerich– Ralph.Devlin@azhdi.com

• Webmaster & VP Vendor Management; Ted Cohen, Central Arizona Project – Ted.Cohen@azhdi.com

• VP Membership; Rachel Powers, Robert Half Technology– Rachel.Powers@azhdi.com

• VP Finance; Jeffrey Ackerman, Robert Half Technology– Jeffrey.Ackerman@azhdi.com

• Executive at Large; Thor Oakley, Robert Half Technology

AZHDI Meeting UpdateTraining Sessions: • Aug 22 to Aug 23 - HDI Analyst Training• Aug 24 to Aug 26 - HDI Manager Training *Register today at www.thinkhdi.com or contact Victoria Beck at vbeck@thinkhdi.com.Webinars: • Aug 16 -- A Day in the Life of a Change Manager: A Perspective for Service Desk

Professionals• Aug 23 – Webinar - IT Service Management and Access Assurance• Sept 23 – Metrics, Measures, & and Madness: The New World of Guiding, Not GradingLocal AZ Special Events: • Oct - Western Regional Speaker Tour Planned. Watch front page & event calendar for

more info.• Dec – Analyst of the Year: More updates posted soon www.azhdi.com. This will be a

lunchtime event and free for members. Non-member cost TBD.*Nominations due by Oct 31st