22ND ANNUAL WORLD CONFERENCE FOR IT SERVICE & TECHNICAL SUPPORT

DATE: April 24 - 27, 2012
LOCATION: Rosen Shingle Creek Expo Center
ADDRESS: 9939 Universal Boulevard Orlando, FL 32819

Charles Cyna, ThinkITSM Corp.
Session Block Five: Metrics and Measurements #506

DISCOVER A NEW WORLD OF KNOWLEDGE

Open your eyes and look to the industry’s future at HDI 2012, the leading IT service and technical support conference. Bringing together thousands of brilliant minds to help create and develop the most innovative approaches, practices, and resources, HDI’s conference will continue their advancement of the field through collaboration and meeting between you and our industry’s other visionaries.

Details and Registration

Learn how to build your CIO an Executive Scorecard that demonstrates Service Desk value, raises your profile and demonstrates Service Improvement.

In the current atmosphere of cost cutting and outsourcing it is increasingly critical for Service Desks to demonstrate their value to IT and the organization.

Moving from being valuable to ‘visibly valuable’ is essential if the Service Desk continues to receive the investment it needs to effectively support the organization.  The key to becoming ‘visibly valuable’ is making information gathered on the Service Desk relevant to Senior Management. 

All too often we provide Senior Management with the information that lets them know how busy we are but not how valuable we are.

Come to this session and learn how to build an Executive Scorecard that will raise the profile of the Service Desk in your organization and will focus your team on improved performance.

Key Learnings

- The Service Desk has changed – how we measure needs to change too.
- What is your Service Desks value proposition and how do you communicate it.
- What does an Executive Scorecard look like and how to build one.

Presenter: Charles Cyna, President ThinkITSM Corp.

Register Now!

Are Service Desks the ‘Rodney Dangerfield’ of IT?

Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Presenter: Charles Cyna President, ThinkITSM Corp.

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Presenter: Charles Cyna President; ThinkITSM Corp.

Workshop: Session 302

Service Desk Salvation: Value & Visibility through Continual Service Improvement (CSI)

Continual Service Improvement unlocks the potential of improved performance from the service desk and yet many organizations do not have a structured way to easily and consistently implement and measure service improvement. This Workshop will take you on a practical, service desk improvement journey that will expose the mechanics of Continual Service Improvement (CSI) and reinforces it with the use of a case study. 

Session Description

Attend this session to understand how clearly defined desired outcomes expose necessary improvements to drive value from your service desk. Selecting Key Performance Indicators (KPIs), monitoring your progress and ensuring visibility of results is a must.  This session will demonstrate how selected outcomes can be traced through to performance results, providing you with real life examples and a Value and Visibility Service Desk CSI Survival Toolkit to take back and get started!

Takeaways

- Establish your own service desk value proposition and chart your own meaningful improvement path;

- Articulate meaningful outcomes and capabilities for your service desk;

- Identify measurable key performance indicators and targeted improvements;

- Jumpstart service desk dashboard designs and reports that help to demonstrate value and communicate performance; and

- Define a CSI approach for your own organization to systematically drive value from the service desk.

Don't just be "valuable" be "visibly valuable!"

Facilitators: Charles Cyna, Angie Massicotte and Maria Ritchie

Workshop Takeaways

1. Service Desk Salvation Kit >Click here to DOWNLOAD

2. Complimentary Access to Reports/Assessments/ Surveys Presented at the Session (via ITSMCoach Lite) >Click here to Create an Account

Session 102

Define and Execute Successful Service Management Projects!

Learn how to define a lightweight, actionable service management project plan.

Whether your initiative is a targeted service improvement project or a enterprise help desk tool upgrade, communicating your vision to a project team is often a challenging endeavor.  In this session, learn how to structure a project by setting outcomes, specifying requirements and defining specific deliverables that will ensure that you achieve your vision.  Unlike a project management 101 overview, this presentation will provide a simple formula to scope your projects and drive a deliverables-based project plan that achieves your goals.   This approach has been used successfully to drive small, 4 week quick start projects as well as enterprise-class, multi-million dollar, 100+ resource programs.

Speaker: Michael Oas, ThinkITSM Corp. Expert Coach

Part 1: Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Part 2: IT Process Improvement - Start Where You Are.

How to deliver great service with what you have.

Many organizations struggle to implement a practical ‘Continual Service Improvement (CSI)’ strategy as most existing tools just don’t provide anything to offer in this area.

In this informative session, find out how CSI can be implemented and the tangible benefits it can provide.ngible benefits it can provide.

Presenter: Charles Cyna, President ThinkITSM Corp.

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Presenter: Charles Cyna President; ThinkITSM Corp.

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

First Call Resolution – A Catalyst for Service Desk Improvement.

First call resolution rates are a measure that every Service Desk should track as an indicator that can underpin service improvement. However, what constitutes a good first call resolution rate? How can it be tracked and if you need to improve it – what’s involved?

This session will explore how first call resolution can provide the foundation for a Continued Service Improvement (CSI) program and will discuss how a little focus can provide huge dividends in Service Desk efficiency and cost reduction.

Presenter: Charles Cyna President; ThinkITSM Corp.

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Presenter: Charles Cyna President; ThinkITSM Corp. 

Impact of Cloud Computing on IT

Over the coming years, organizations of all sizes will be able to move the vast majority of their IT to the 'Cloud'.
 
Nowadays, IT Departments support internal infrastructure, however, what does the future hold as IT increasingly moves toward external infrastructure providers? How will IT be impacted?

This session will explore the impact that cloud computing could have on the future of IT and will outline the scenarios of ongoing relevance into the future.

Presenter: Charles Cyna President; ThinkITSM Corp.

Is the Service Desk the 'Rodney Dangerfield' of IT? - does it get the 'respect' it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Presenter: Charles Cyna President; ThinkITSM Corp.

"The HDI Nebraska Chapter was pleased to have Charles Cyna present, "Is the service desk the Rodney Dangerfield of IT - does it get the respect it deserves?" at our October 21st meeting. Charles was an absolute delight. He provided real-world information and solutions to the chapter based on his years of experience in Service Desk Management. Charles had great examples of difficult situations and how they were resolved. He is very eloquent, articulate and easy to listen to. We would certainly have him back to our chapter to speak again."

Linda Aughenbaugh, SPHR VP of Programs, HDI Nebraska Chapter

How will the Service Desk evolve in the era of cloud computing and what you can do to prepare?

Over the coming years, organizations of all sizes will be able to move the vast majority of their IT to the 'Cloud'.

Nowadays, many Service Desks support internal infrastructure, however, what does the future hold for Service Desks as IT increasingly moves toward external infrastructure providers? How will the Service Desk evolve as cloud computing spreads across corporate North America?

This session will explore the impact that cloud computing could have on the future of the Service Desk and will outline the scenarios of ongoing relevance into the future.

Presenter: Charles Cyna President; ThinkITSM Corp.

First Call Resolution – A Catalyst for Service Desk Improvement?

First call resolution rates are a measure that every Service Desk should track as an indicator that can underpin service improvement. However, what constitutes a good first call resolution rate? How can it be tracked and if you need to improve it – what’s involved?

Explore how first call resolution can provide the foundation for a Continued Service Improvement (CSI) program and how little focus can provide huge dividends in Service Desk efficiency and cost reduction.

"I just wanted to thank you again for the fine job you did communicating the importance of First Call Resolution, at our monthly luncheon. Your presentation and “delivery” of the subject matter was perfect for our audience. You were able to show that when KPI’s, Key Performance Indicators are properly developed, implemented and monitored, they can help an organization define and measure progress toward their service delivery goals." 

Chad Khera VP Programs HDI Calgary

Making Operational Dashboards Meaningful through Successful Support Modelling!

Have you ever looked at desk and incident reports or dashboards and wondered why they just don't speak to you, or perhaps to your business executives? Your service desk and tier 2 staff are as busy as ever, but it is unclear where they are making the greatest contribution to the business, or where improvements can be made.

Learn how support modelling your IT services can lead to support alignment between your desk and Tier 2+ staff, and how effective incident coding supports meaningful reporting for IT support.

Included is a walkthrough of a real-world successful incident support model, classification/categorization opportunities, meaningful dashboards and critical support model success factors.