Download pptx - From Zero to Hero: The Path to IT Service Excellence Webinar

© 2014 Samanage. All rights reserved.


Welcome

Webinar: From Zero to Hero: The Path to IT Service Excellence

May 27, 2014

© 2014 Samanage. All rights reserved.© 2014 Samanage. All rights reserved.

Shvonne WilliamsDirector of IT Services, MediFit Corporate Services

Our Presenter


Am I in the wrong room?


BrainBranding and Influencing Decisions

©2012 BrainBranding™ LLC


We Are Salespeople. We Have Customers.

OPENfor business

Help Desk


My A-Ha Moment: IT as a Brand

Help Desk

Solutions Center


What Can IT Do To Effect Change?

xTake responsibility Analyze dataWhere do we stand?


Driver for Change: Perceptions

xPERCEPTION REALITY


Polling Question


Perceived State to Desired State

ZERO… HERO?Why be a When you

can be a


Current Solution No Longer Working

Help Desk Solutions Center

CURRENTITSM Solution


Process for Change: Checklist

Must Have’s Nice-to-Have’s

Service management

Cross-functional use

Mobile device auditing

Asset managementContract, license,subscription mgmt.Knowledge baseHelp desk supportScalabilityExisting infrastructureintegrationNo maintenance/upkeep


Do Your Research!

xRESEARCH COMPARE NARROW


Ease of Use, Customer Experience

Easy to use?Little/no training required?Positive customer experience?

x

x


Appealing to Different Thinking Styles

©2012 BrainBranding™ LLC


Growing ROI “Beyond IT”


HR

Recruiting Payroll

Finance


Unified Service Management

Solutions Center

Unified ITSM Platform

Finance

RecruitingHR

Payroll


Cross-Functional Benefits

xUNIQUE EMAIL REDUCED COST EFFICIENCY

x


End User Benefits

x

xShared Knowledgebase, Single Sign-On, and More…


Polling Question


The Payoff?From ZERO to HERO!

Turnaround time for pay-related questions

xIMPROVED Productivity

50%decrease

Turnaround time for system

password reset >50%decrease


The Payoff?From ZERO to HERO!

AdditionalBusiness Unitcosts

xLOWER Operational COSTS

>65%decrease

IT Service Management

tools $0


How Do You Define ROI?

xIndividual Department Organization


IT Now a Functional Brand!

STEP

ONE Maintain and improve achieved brand



Provide strategic value as “Solutions Center”


STEP

TWO



Knowledge sharingSTEP

THREE



Continue to add cross-functional value


HR

Recruiting Payroll

Finance

STEP

FOUR



How are we doing?STEP

FIVE

SURVEY

RESULTS


Lessons Learned: How to get from ZERO to HERO

• Envision your ideal Functional Brand• Is it time for change?• You’re not done yet – follow-up!


Key Facts

Founded 2007

R&D - Netanya, IsraelProduct & Engineering

HQ - Cary, NCSales, Marketing, Finance, Customer Success

FUNDED BYCarmel Ventures

Gemini Israel Ventures

480 CUSTOMERS

45 COUNTRIES

250%GROWTH YOY

Managing > 1 million assets

93 new customers in Q1 2014

2014 Service Desk Institute Best Vendor Award Finalist for Customer Service & Support

2014 Red Herring 100 North America Finalist

2014 OnDemand Top 100 “Ones to Watch”


WE MAKE PEOPLE HAPPY.

WE BAKE-IN SPEED.

WE’RE RICH AND TASTY NOW . . .

BUT QUICKLY ADAPT TO CHANGING TASTES.


Questions & Answers
