Downloaded 453 times
Service Desk Proposition Presentation
- 1. Service Desk &Support Services Alan McCarthy Pink Elephant EMEA Ltd Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 1
- 2. Our Value Proposition To provide Service Desk Improvement Programmes, (rejuvenation/revitalisation) consulting led delivery: assess, improve, implement Including provision of managed, flexible, motivated, intelligent Pink Elephant employees to supplement or replace current permanent, agency or contracted resources in Service Desk/Support. Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 2
- 3. Key Client Problemsour Service is designed to Solve Demotivated, under performing staff Low first time fix rate Service Desk „churn‟ - contract resource Lack of knowledge transfer/management Lack of process & process automation Over resourced Service Desk Lack of out of hours service No/poor relationship with customer base Poor Service Desk Leadership/Management Lack of Career progression Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 3
- 4. Key Client Problemsour Service is designed to Solve Poor perception of Service Desk (from User Community) Poor perception of IT Leadership (Reputation) Poor perception of IT as a whole Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 4
- 5. Features & Benefits • Help clients to improve overall Service Desk service provision • Help move beyond just Incident Management • Look to continuously improve services • Management of staff: motivation / morale / rotation / training / leave/sickness • Assist with tool requirements identification (if required) • Assist with tool selection process (if required) • Assist with provision of resources for SD tool implementation / integration (if required) • Market leading education to support Career Path Development of Service Desk team Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 5
- 6. Features & Benefits Recruitment is a critical Mostly Graduates Good Technical skills / IT Literacy, but………. Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 6
- 7. Features & Benefits Induction Company Values ITSM Simulation ABC of ICT (Attitudes, Behaviour, Culture) ITIL Foundation Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 7
- 8. Features & Benefits Three Year Charter – An ITSM Apprenticeship Year 1 Induction – ITSM Simulation, ABC of ICT, ITIL Foundation SDI – Service Desk Analyst Technical and Communications Training as required Year 2 ITIL Intermediate – Operations, Support and Analysis PRINCE2 Foundation Technical and Communications Training as required Year 3 ITIL Intermediate – depending on role PRINCE2 Practitioner Technical and Communications Training as required Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 8
- 9. Features & Benefits Field Management Responsible for about 25 analysts Well being of on-site staff – Regular Appraisals through 1 to 1s Reduces vital „Management time‟ from Client Manager Responsible for performance, SLAs, and KPIs Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 9
- 10. Features & Benefits Staff Rotation Energy/Motivation/Drive 120% 100% 80% 60% 40% 20% Months 0% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 10
- 11. Features & Benefits Supernumerary 8+ staff Managed Service? – we give you 9 In-built contingency for sickness, holidays etc Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 11
- 12. Features & Benefits Knowledge Our people have access to a vast amount of knowledge ATLAS – hundreds of documents/ templates/ spreadsheets/ presentations etc, etc Back-up from the world‟s best Service Management Consultants Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 12
- 13. Features & Benefits Off-Shore Capability South Africa Based (+1hr Timezone) Great English - UK Graduates Entirety with on-site desk-side support Peaks & Troughs Ratio of 4:1-SA costs v UK Costs Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 13
- 14. What‟s in itfor you? • Provision of analysts, team leaders and management level resources • Reduced Client Management Time • Reduced Cost – through better processes • Focused Improvement Programme • Experience & Skills • Supporting organisation – Access to Documentation repository (ATLAS) • Better Customer Satisfaction • Improved perception of IT • Improved relationships with key lines of business • Service Ethos – leading the way… Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 14
- 15. Pink Elephant‟s ValuesCharter Our Professional Values (WE WILL); • Be customer focussed (in mind and in all we do) • Be positive and supportive at all times • Take responsibility for delivery • Behave honestly and ethically • Be truthful and straightforward • Act with professional integrity • Use opportunities to educate and develop our customers • Share constructive feedback and seek continuous improvement • Be accountable for results • Demonstrate our commitment to our colleague‟s success Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 15
- 16. Pink Elephant‟s ValuesCharter Our Values Towards the Business (WE WILL); • Build proactive relationship with the business • Be tolerant of business and personal pressures • Seek to understand their, their priorities & needs • Focus on delivering value • Ensure we are accessible and quick to respond • Be empathetic – see things from their point of view • Not snipe or make critical comments behind their backs • Engage in joint problem solving • Give high quality, constructive tailored advice • Communicate on a regular basis • Share ideas, opportunities, knowledge and resources • Position our services proposition as a Strategic Asset • Be “one team” as a function Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 16
- 17. Pink Elephant‟s ValuesCharter Our Values Towards Each Other (WE WILL); • Convey mutual respect at all times – for human rights and individuality • Be polite, positive and professional • Handle our differences in a rational manner • Prevent discrimination and harassment • Share knowledge for the benefit of the whole team • Avoid blaming others, not shout at others or belittle them • Engage in mutual support when others are facing difficulty, pooling our skills and valuing teamwork Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 17
- 18. Our SD ServiceOfferings - Packaged Strategy • ABC Workshop • Leadership Development • Coaching & Mentoring CSI Vision • Metrics & Reporting • Measure & Review • Visioning Workshop • Communications Planning • Performance Monitoring • Governance & Control Assessment • SD Assessment (EFQM/SDI) Build • PinkSelect • Project Roll Out • PinkVerify • Recruitment, Induction • PinkReady • Team Building • PinkView Plan • Service Desk SIP • Resource Planning • Tool Roll Out Service Desk & Support Services © Pink Elephant, 2012. All Rights Reserved. 18
Editor's Notes
- #3 Many of our Service Desk projects come from the need to improve service delivery, so can be preceded by Consulting – to rejuvenate or revitalise your Service Desk. We can provide Consulting which goes hand-in-hand with resources on the Service Desk to complement your own staff and assist with the improvement programme.Alternatively can provide the complete managed service, providing all staff required for the IT Support function. Including SD Analysts, Team Leaders, 2nd and 3rd Line Technical Support, Desk-side support, Network Analysts etc, Process Analysts and Managers – i.e. Problem/ Change Analyst and Problem/ Change Managers.Quote the TechData example. TechData called us in to talk about ITIL training for their Service Desk staff – however through the conversation, it wasn’t really a lack of understanding of ITSM that was the problem (although that was a requirement). All the staff were contractors from a number of different agencies. The agencies weren’t prepared to pay for training for them and TechData were also a bit reluctant. The agencies basically provided Techdata with a ‘body’ and weren’t interested what happened so long as they got their monthly fees. The SD staff felt abandoned, without any management or guidance from the agencies, without any career progression plans, and without any opportunities for further training. One or two were looking for other work. We offered a Managed Service solution where we employed all the SD staff – providing them with all the things they didn’t get from an agency.
- #4 Why do organisations call us in?Go through all the above.Many projects come as a result of being called in to fix a ‘perceived’ training problem.
- #5 How is IT Services perceived by your customers?More importantly how are YOU perceived by your customers.Talk about the Service Desk as being the window through which your customers build up a picture of IT Services.Are you seen as the devil himself controlling all his minions in Hades?Or do they paint a completely different picture?
- #6 This is how we benefit organisationsWhen talking about Tools, mention PinkVerify – all the major tool vendors have come to Pink Elephant to ensure their tool is aligned with ITIL.
- #7 Critical to us supplying good staff is the recruitment process.We look for three things: 1. A good service attitude, 2. A good service attitude, and 3. A good service Attitude.By selecting graduates – they usually have good IT skills – they are easily trained in more specific technologies.
- #8 All our staff attend our Induction Course where we imprint the Pink factor, and make sure they have a good understanding of our Values and Culture.We run through our IT Service Management simulation where we show them the impact their actions and poor process can have on company performance – both ours and yours. This also gives them a better understanding of ITSM (ITIL) and where their rols fits into the wider context of delivering and supporting IT Service.We also show them how their attitudes, behavious and culture can affect their capability to deliver a world class service.And finally they will come out of the Induction with the ITIL Foundation Certificate in IT Service Management.
- #9 We promise all our employees a three year charter – a sort of ITSM Apprenticeship.This slide simply depicts a framework – each employee will have their own charter, depending on their career aspirations, the Client’s requirements, and Pink Elephant’s requirements.
- #10 For every 25 staff we have a Field Manager.He or she will be responsible for the well-being of our analysts, conducting regular appraisals.They will deal with all first-line HR Issues, attendance and performance issues. In a recent SDI survey a clear majority identified people management as their biggest drain on time, which meant that actually managing the people on the service desk took up more time than any other of their activities.We’ll take away this burden.The Field Manager will also liaise with the client to monitor SLA’s and KPI’s.
- #11 Everybody goes through this curve.When someone starts a new job they are full of enthusiasm and excitement. It takes a period of time to ‘learn’ the job – this curve will depend on how complex the job is. If it’s a easy job the time taken to learn it will be relatively short – conversely, the more complex it is, the longer it will take to learn it.But at some point you know how to do the job, and it may start to become a ‘9 till 5’ – just put in the hours and pay me my salary.Having people on the Service Desk with this attitude will damage your reputation.Through our Field Management we monitor this situation, and when the time is right, rotate the analyst to either a more complex role within the incumbent company, or replace and transfer to another company. The people who have just moved will start the Motivation curve all over again.The client will get a fresh, motivated, energetic analyst, and the analyst will get a new challenge. All this is done of course with the full co-operation and involvement of the client.
- #12 When we first talk to you about providing a Service Desk Managed Service we will discuss the number of staff you need.If that number is 8 or above we will provide, free of charge, and additional person.THIS IS PROVIDED THAT THERE ARE NO DISCOUNTS IN PLACE.This provides an in-built contingency for absence.Short notice/ term sickness is always a problem – if someone phones in sick at 09.00 am in the morning we cannot guarantee a replacement. Planned holidays on the other hand are easier to cover.
- #13 Our staff come with the best back-up in the business.They have access to ATLAS, our Knowledge Base – this is our Consultant’s tool kit.They also have access to our Consultants – so for example if there was a particular problem or issue on the Service Desk they have access to a wealth of information to enable them to correct it.
- #14 This is an option available for Pink Elephant.If required the whole Service Desk facility can be off-shored – however you don’t have to worry about ‘poor spoken English’. We have a model in place where we place some of our Graduates on secondment to our office in South Africa, where they have a complete off-site Service Desk facility. So when you ring up the Service Desk, the likelihood is that you’ll be speaking to an English Graduate.Some organisations use our off-shore facility as a contingency, for example: if you had 8 lines coming into the desk, and the ninth caller came in, instead of waiting this call would be re-routed to our South African desk, where they would receive exactly the same service as if they had called into the local desk. We can patch into your Service Management tool, so no information would be lost.For your interest you could have 4 South African analysts for the price you pay for one in the UK.
- #15 A review of the benefits.Client Management time is a big one – it frees them up to do more strategic/ interesting/ productive/ proactive work.Play on the fact that their reputation is in the hands of the people on the service desk – are they willing to risk that to a bunch of contractors (if this is the case).
- #16 You can skip through these last three slides – this is what we hammer home in the Induction course. But it’s interesting for the audience to see.
- #19 This slide puts into context the Service you are discussing.This shows the complete lifecycle of our SD offering.