Our (Your) Service Desk
Meek to Magic | Building to BrilliantDamian Bowen – Director, IT & Client Support Services
Mexico 2016
Damian Profile
Contact
@DamianBowen
+44 (0)7966 485812
About
• 25+ Years in IT
• NTT DATA IT & Client Service Director
• Operational / Technical / Service orientated roles
• Rover Group / BMW / AT&T / PwC / Softlab
• NTT DATA – UK CIO & Services Director
Damian Profile
Achieved Black Belt in 1990
age 18
Achieved 5th
Dan in 2012 age 40
Chairman & Chief
Instructor
England International
National Coach
NTT Group global business highlights
All facts and figures accurate as of March 2015.
80%OF FORTUNE GLOBAL 500
CHOOSE NTT GROUP
242,000EMPLOYEES
WORLDWIDE
$105Billion
IN TOTAL REVENUE
196NETWORK
COVERAGE IN
COUNTRIES AND
REGIONS
#65IN FORTUNE
GLOBAL 500
RANKED
$2.2Billion
R&D INVESTING
ANNUALLY
DIRECT
PRESENCE IN
88COUNTRIES AND
REGIONS
NTT Group
$31.911 Bn $1.537 Bn 71,200Regional
Communications
Business
$39.903 Bn $5.788 Bn 25,700Mobile
Communications
Business
$18.194 Bn $1.034 Bn 42,250Long Distance
and International
Communications
$11.581 Bn $0.614 Bn 25,800Financing, Real
Estate, Construction
and Power
Other
Businesses
$13.755 Bn $0.786 Bn 76,650Systems
Integration & IT
Services
*Revenue *Op Income Employees
Global IT and telecommunications
services company, based in Japan
*Financials in USD billions | 1 USD = JPY 109.85 (average rate for 2014-15 Fiscal Year)
Operating revenue and operating income of each segment includes intersegment transactions | Fiscal year ends on March 31All facts and figures accurate as of March 2015.
© 2016 NTT DATA UK Limited. 6
NTT DATA Delivery Capability
NTT DATA Delivery Centers
Canada
» Halifax
USA
» Louisville
Costa Rica
» San Jose
Chile
» Temuco
Argentina
» Tucuman
Brazil
» Uberlandia
Myanmar
» Yangon
India
» Bangalore
» Hyderabad
» Chennai
» Pune
» Gurgaon
» Noida
Italy
» Cosenza
Vietnam
» Hanoi
» Ho Chi Minh
» Da Nang
China
» Beijing
» Wuxi
» Shanghai
» Tianjin
» Dalian
» Shenyang
» Ningbo
» Xi’an
» Changchun
» Hangzhou
» Guangzhou
Spain
» Murcia
» Alicante
» Sevilla
Romania
» Cluj-Napoca
UK
»Birmingham
Our (Your) Journey
What were we (are you)
really
PerceptionHow we changed
Value Add / Business Aligned
MagicThe future
of our Service
Desk
Our (Your) Journey
What were we (are you)
really
PerceptionHow we changed
Value Add / Business Aligned
MagicThe future
of our Service
Desk
Service Desk Perception
Service Desk Perception
Our Service Desk Perception
Collaborative
Modern
Proactive
Significant Value
Cost effectiveAll Digital
Silo’d
Antiquated
Reactive
No Digital Agenda
Limited Value
Expensive
X
X
X
X
X
X
Not sure what we
did for the business
Service Desk Perception
Our Service Desk Perception
Service Desk Perception
IT Maturity
Aw
aren
ess
Co
mm
itte
d
Pro
acti
ve
Serv
ice
Alig
ned
Bu
sin
ess
Part
ne
r
Used Gartners Maturity model
PeopleProcess
TechnologyFinancials
Relationships
MeekBuilding
MagicBrilliant
IT Baseline
Aw
aren
ess
Co
mm
itte
d
Pro
acti
ve
Serv
ice
Alig
ned
Bu
sin
ess
Part
ne
r
People & Relationships
Process, Technology & Financials
Score 1.15(0.8+1.5)/2
The Business were right
No longer perception…. Fact
Our (Your) Journey
What were we (are you)
really
PerceptionHow we changed
Value Add / Business Aligned
MagicThe future
of our Service
Desk
Developing our Why - The Business challenge
The Customers
had changed Solutions were
no longer viable
Innovate don’t
Dictate
The modern
Digital world
Mobile
Delivery
80% work offsite
Anytime
Anywhere
Delivery Model
The Business Could not
deliver to their customers
To slow, unresponsive,
no agility or flexibility
On premise delivery no
longer works; change it
HOW
Drive ProgressEmpowered team via ownership and improvements
Built a progressive customer focussed culture
Embraced Change (Project ICE & DIAMOND)
Team Charter
Team growth & opportunity development
Business Integration follow core values
Team realigned targets based on business challenges
Best Practice / Industry alignment
The streamlining and standardisation of our
processes & tools has enabled the team to grow in confidence, develop
and focus on the end customer experience
• Career Dev• Empower• Knowledge• Transition• CSI• Change
Training & UpskillingSolution Champions
Customer ownerships
Industry qualifications
Client site visits
Tool integration and rationalisation
Automated reporting (internal & External)
Improvements; measurement & implementation
The Why
Giving our customers
what they want before
they think they need
it………….Damian Bowen – IT & Services Director NTT DATA UK
Maturity score
Aw
aren
ess
Co
mm
itte
d
Pro
acti
ve
Serv
ice
Alig
ned
Bu
sin
ess
Part
ne
r
People & Relationships
Process, Technology & Financials
The Business were right
No longer perception…. Fact
Score 1.15(0.8+1.5)/2
Maturity score
Aw
aren
ess
Co
mm
itte
d
Pro
acti
ve
Serv
ice
Alig
ned
Bu
sin
ess
Part
ne
r
People & Relationships
Process, Technology & Financials
Initial Score 1.15
The Business and IT are aligned
No longer perception…. Fact
Score 2.25(2.8+1.7)/2
Started creating value
UK Service
Desk
IT
App Support
Service Delivery
Business relationship
Supplier management
Challenged the organisation
Valued our Data
Disrupted the Normal
Agile & Responsive thinking
Planning a 2020 Vision
Delivering the value
Implemented
ITSM For Internal
delivery
Combined
Service &
business
processes
Customer sat
surveys
Delivered an
Strategic IT
improvement
strategy
Implemented
business
collaboration
Integrated with
Project teams and
solutions
6 monthsSOLUTION IN
INCIDENT / REQUEST /
PROBLEM / CHANGE
& KNOWLEDGE
6 monthsSTRATEGY CREATED
WITH THE BUSINESS
12 MonthsLIVE
LYNC
ARKADIN
SHAREPOINT
EXTRANET
BYOD MOB
PROJECT BUILDS
HOME LICENSING
BID SUPPORT
NTT DATA EMEA
PROJECT CONNECTIVITY
COLLABORATIVE DROPBOX
ONGOING
BYOD LAPTOP
Maturity score
Aw
aren
ess
Co
mm
itte
d
Pro
acti
ve
Serv
ice
Alig
ned
Bu
sin
ess
Part
ne
r
People & Relationships
Process, Technology & Financials
Alignment Score 2.25
The Business and IT are aligned
Working effectively & Delivering value…. Fact
Score 3.7
(3.8+3.6)/2
Our (Your) Journey
What were we (are you)
really
PerceptionHow we changed
Value Add / Business Aligned
MagicThe future
of our Service
Desk
Building our brand
Team
•Refoussed the Team
•Created an image/culture
•Awards
•Made a Video
•Built aDesk offering
•Empowered
•Team Vision & Mission statement
Internal
•Own Critical Business processes (ISO14001/20000/27001)
•Own Web page on intranet
•Created promotional material
•Won CEO Award for Teamwork 2015
•Regular feature in company newsletter
•Present at the company town halls
•Started EMEA Wide Support Community
External
•Enter Industry specific awards – 2 win and 6 finalists
•Speak at Events
•Contribute to Whitepapers
•Host visits from the service industry
•Industry Assessor (BCS SM Speciality)
•Mentor (BCS & ITSMZONE)
•Engaging with Social Media
•Webinars & Podcasts
Created a brand plan
The people that deliver our MAGIC
1st Graduate now; running UK Service operations
2nd Graduate now; leading UK 2nd line team
Migrated team members of other business areas
Managed a move for a team member to one of our key vendors
Finalist in UK IT Industry awards
Build staff a credible CV
Project Diamond – What’s Next
Project Diamond
GlobalCentre of Excellence
Support
COMMUNITYAcross the UK & EMEA
Near ShoreService Desk
UK Service
Pipeline $200m
UK Standards owners
ISO27001, ISO20000, SDI
UK Service Desk
Collaborationowners
ExpandUK Service offering
EMEA Service Centre
2020Future plan
Maturity score
Aw
aren
ess
Co
mm
itte
d
Pro
acti
ve
Serv
ice
Alig
ned
Bu
sin
ess
Part
ne
r
People & Relationships
Process, Technology & Financials
The Business and IT are integrated
Working effectively & Delivering consistent
value…. Fact
Score 4.35(4.4+4.3)/2
MagicBrilliant
What has changed in 3 years
Headcount 100+
Investment +37%
Cust Sat +14%80%
Cost neutral 0%
Social 0£2500 Birmingham Children's hospital | Princes Trust |
Scout Support | ISO14001 | Local Mentoring
Inc. Surveys 5% +95%
Certifications 2 130+
Award Finals 0 10
What has changed in 3 years
Award Wins 0 2
Industry 1 4
What’s next – For us / you
DevOpsCollaborationIntegrationAgility IT4IT
Strategy to portfolioRequirement to DeployRequest to FulfillDetect to Correct
ITILStrategyDesignTransitionOperationsCSI
20205 billion people50 billion objectsDataAnalytics
BYODeverywhere
To Service Desk or not to Service Desk
ShadowIT
Bimodal IT
Digital
Disruption
Some actionable advice
Align to the business challenges
Create a 12 | 24 & 36 month planPlan for business future 2020
Don’t align with the business integrate with them
Be Honest where you really are and understand the perception
Meek
Market/Promote/Advertiseyour team; build the brand
Magic
Thank you