How To Enter The IT Service And Support Awards 2015 slides

www.servicedeskinstitute.com

Inspiring service desks to be brilliant

IT Service & Support Awards 2015

All you need to know…



Your Host

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Tessa Troubridge

Managing Director - SDI



Joining Tessa today

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Howard Kendall

SDI



Mission

‘To inspire service

desks to be brilliant’



To achieve our mission, we inspire service desks to..

Shine: by demonstrating and delivering exceptional

business value

Embrace: best practice to raise the quality of

service deliveryEngage: with customers to create an

inspiring and engaging service experience

Invest: in and empower their teams to be

inspired, take action and be better



To support our vision our philosophy is to…

Surprise | Delight | Inspire

Our customers, each other and the community


Inspiring service desks to be brilliant Today’s Goals

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• What are the categories?

• How do the awards work?

• What are the judging criteria?

• What do judges look for?

• Top tips


Inspiring service desks to be brilliant Categories

• Best Large Service Desk

• Best Small Service Desk

• Best Managed Service Desk

• Support Professional of the Year

• Inspirational Leader of the Year

• Best Implementation of an ITSM Solution



How do the awards work?

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Best Large Desk, Best Small Desk & Best Managed Service Desk1) Your online award submission will be reviewed by a

panel of judges2) Shortlisted entries attend a judging day on

17 February 2015 and deliver a 25 min presentation3) Finalists visited by the judges on 1, 2 & 3 April4) Finalists asked to take part in panel session at SDI

Annual Conference and create a two minute fun video




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Support Person of the Year & Inspirational Leader of the Year1) Your online award submission will be reviewed by a

panel of judges2) Shortlisted entries will be asked to attend a judging

morning on 17 February 2015 and deliver a 25 min presentation

3) Finalists will be chosen on 17 February and asked to stay and attend a panel interview that afternoon




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Best Implementation of ITSM solution

1) An online award submission must be completed by both the vendor and its customer and it will be reviewed by a panel of judges

2) Finalists will be asked to attend a judging day on 3 March 2015 and deliver a 30 minute presentation –both the vendor and their customer need to attend


Inspiring service desks to be brilliant Judging Criteria

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Best Large Desk, Best Small Desk & Best Managed Service Desk

• We’re looking for you to demonstrate that your team understands the importance of every facet of delivering excellent IT service and support.

• Each area should clearly reflect how your team works to ensure you are providing a fantasticservice and the vital role you play in ensuring organisational objectives and visions are met.



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Best Large Desk, Best Small Desk & Best Managed Service Desk

• Give an example of how you have embraced best practice processes to raise the quality of service delivery.

• Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs.

• Explain how you have empowered and invested in your team to be inspired, take action and be better together.

• Give an example of how you shine by demonstrating and delivering exceptional business value.



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Support Professional of the Year• We’re are looking for a truly inspirational

support person who can demonstrate a passion for being involved in the service and support industry through an exceptional level of quality in service excellence.

• In each of the areas should clearly reflect how you work to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.



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Support Professional of the Year• Give an example of how you have embraced best practice

processes to raise the quality of service delivery, within your role.

• Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs.

• Explain how you collaborated with your team to be inspired, take action and be better together.

• Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.



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Inspirational Leader of the Year

• The judges are looking for a truly inspirationalleader who can demonstrate how they inspire others to achieve great things and a clear focus on driving the organisation’s support operation to an exceptional level of quality and service excellence.

• Each area should clearly reflect how you work to ensure you are providing a fantastic service and the vital role you play in ensuring organisational objectives and visions are met.



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Inspirational Leader of the Year

Give an example of how you have embraced best practice processes to raise the quality of service delivery, to achieve demonstrable and quantifiable performance improvements.

Tell us how you engage with your customers to create an inspiring and engaging service experience that meets their needs.

Explain how you have empowered and invested in your team to be inspired, take action and be better together.

Give an example of how you shine by demonstrating and delivering exceptional business value and promoting the value of IT support to the wider business.



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Best Implementation of an ITSM Solution

• Both the vendor & customer questionnaires are based on the vendor’s ability to successfully implement a solution which meets the business needs of customers.

• Nominations are assessed against areas such as understanding of clients’ businessobjectives, measuring the success of the implementation, on-going support, as well as how the supplier met their clients’ expectations.



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Best Implementation of an ITSM Solution

Selection of customer questions• Did the project deliverables match or exceed the initial

objectives?• Please describe how you have assessed or quantified the success

of the implementation.• Please describe how the vendor exceeded your expectations.

Selection of vendor questions• Please describe how the implementation has improved your

customer’s ability to achieve its objectives.• Please describe a particular challenge or issue in the

implementation of the solution and how you worked in partnership with the customer to overcome it.

• Please describe how your organisation exceeded your customer’s expectations.


Inspiring service desks to be brilliant How to Enter

• Download entry criteria and terms and conditions.

• Compile evidence demonstrating your ability to meet customer needs, embrace best practice processes and shine by delivering exceptional business value.

• Complete the online submission form.

• Upload submission online as a PDF document or MS Word file.

Deadline for Entries 23 January 2015


Inspiring service desks to be brilliant Important Dates

6 October 2014 Entry Opens

23 January 2015 Entry Closes

17 February 2015 Judging Day, Birmingham

25 February 2015 Finalists notified

3 March 2015 ITSM Solution Finalists Presentation Day

1, 2 & 3 April 2015 Finalist Visits

22 April 2015 – Winners Announced at #SDI15 Service Desk Conference


Inspiring service desks to be brilliant Why Enter?

• To be recognised for outstanding achievementby the leading professional body for everyone working in the IT service and support industry

• To motivate and reward your team or recognise an individual on your desk

• Winners prizes of up to £1,000

• An official winner’s logo & trophy for promotional display



Why enter?

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Winning an SDI award:

• Provides recognition and reward

• Generates a positive team climate

• Demonstrates that people are valuedand recognised

• Is a reason to be proud

• Builds confidence


Inspiring service desks to be brilliant Prizes

• Best Large Service Desk

£1,000

• Best Small Service Desk

£1,000

• Best Managed Service Desk

£1,000

• Support Professional of the Year

£500

• Inspirational Leader of the Year

£500

• Best Implementation of an ITSM Solution

£500 (charity donation)



Top Tips

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• Use evidence and document innovation

• Document service differentiation

• Provide charts and pictures

• Demonstrate the personality of the desk

• Leave contingency time

• Consider how you demonstrate the SDI values of Surprise – Delight - Inspire



What’s the effect of winning?

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• A real buzz on the desk• Morale rockets• A real sense of achievement• Promotes their success

– Tell their customers– Email footer– Poster

• Company promotion and service deskrecognition



21 High Street

Green Street Green

Orpington

Kent

BR6 6BG

01689 889100

[email protected]

@sdi_institute

Q&A



What’s next?Visit

http://servicedeskinstitute.com/events/it-service-excellence-awards/

and enter now

Good luck!

http://servicedeskinstitute.com/events/it-service-excellence-awards/

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How To Enter The IT Service And Support Awards 2015 slides

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