HDI Capital Area Meeting Slides October 21 2016

Welcome!HDICapitalAreaLocalChapter

VendorFairandNetworkingEvent

October 21, 2016

Thank You HDI Capital Area 2016 Sponsors!!

What’s Hot at HDIGet Your Seat at the Next HDI Forum Roundtables:Join us to learn about HDI Forum membership as you collaborate with your peers to share thoughts, discuss challenges, learn the latest best practices, and more. They’re FREE to attend:

– October 31, 1:00 p.m. – 3:30 p.m. EST, Live at FUSION16– December 6, 12:00 p.m. – 1:30 p.m. EST, Virtual Event – Register today at ThinkHDI.com/Roundtables

Don’t Forget to Submit Your HDI Industry Awards Nomination:- Nominate someone at: ThinkHDI.com/IndustryAwards- Hurry! Deadline for nominations is October 31st

There’s Still Time! Apply for the 2016 HDI Team Certified Awards: - HDI Team Certified: Is 80% of your team HDI certified? Then you qualify!- HDI Team Certified Pinnacle of Excellence: With 100% of your team HDI certified you

can cement your status among the support center elite. Apply today at ThinkHDI.com/HDITC

• November 1-4, 2016 • MGM Grand | Las

Vegas• FUSION shares a

similar format to our Annual Conference & Expo with an agenda specifically designed for those in IT service management

The Next Generation of Service Management

You Spoke, We Listened: Introducing Your HDI

New Membership Model Features Improved Benefits, Lower Price

Based on feedback from those in the tech support industry, HDI has overhauled and simplified its membership model! No more unnecessary member levels, no more confusing pricing structure, and no more unclear benefits.

We now have one membership level available for the new low price of $295 with a streamlined and improved set of benefits.

Check it out at ThinkHDI.com/Membership.

HDI Membership:Now More Connected Than Ever

Connect and collaborate with professionals who share your goals and challenges and gain exclusive access to the best industry resources—hand-picked by experts and practitioners. • News and articles• Industry research• Podcasts and webinars• Discussions• And much more

Only at the new HDIConnect!Connect.ThinkHDI.com

Analyst & Desktop Support Technician of the Year Nominations

DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams.

• I encourage members to nominate your outstanding Analysts and Technicians by emailing the following information to Sandy Seroskie, by Friday, November 4, 2016 at [email protected]:

• Help Desk Analyst or Desktop Support Technician's Name & Contact Information• Company• A paragraph describing the individuals achievements (why you are nominating them)• Manager's name & contact information

The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology.

Next Meeting: Annual Awards & Team Building Luncheon

Maggiano’s Little ItalyTysons Corner Friday, December 9th, 201610:30 AM - 4:00 PM

Keynote: Phil Gerbyshak

Today’s Agenda

.9:00 am—9:45 am: Registration, Networking, & Vendor Tables Open

(Continental Breakfast provided)9:45 am—10:00 am: Welcome & Announcements10:00 am—11:00 am: Speaker – Kevin Smith11:00 am—11:15 am: 1st Prize Drawing & Break11:15 am—12:15 pm: Speaker – Jeff Rumburg12:15 pm—1:15 pm: 2nd Prize Drawing* (Lunch Provided), Networking and

Vendor Tables Open1:15 pm—2:15 pm: Speaker – Chris Wiggins2:15 pm—3:30 pm: Refreshment/Dessert Break and Vendor Tables Open3:30 pm—3:45 pm Closing Remarks and Prize Drawing*

Kevin Smith• Kevin Smith is responsible for the Service

Management Business Unit, Heat Software• Kevin has a deep understanding of the Service

Management • Kevin brings over 25 years of technical,

management, and executive leadership experience in technology and software businesses

• Prior to HEAT Software, Kevin has held positions as:• Vice President of Solutions Management at

Manugistics Inc.• Vice President of Operations at Avyx Inc.• Flight Design Manager with NASA at the

Johnson Space Center • Kevin holds a Bachelor of Science in Chemical

Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston.

Your Speaker: Jeff Rumburg

© MetricNet, LLC, www.metricnet.com

� Co Founder and Managing Partner, MetricNet, LLC

� Winner of the 2014 Ron Muns Lifetime Achievement Award

� Former CEO, The Verity Group

� Former Vice President, Gartner

� Founder of the Service Desk Benchmarking Consortium

� Author of A Hands-On Guide to

Competitive Benchmarking

� Harvard MBA, Stanford MS

0

Chris Wiggins

• Chris Wiggins, Support Operations and Knowledge Manager, Cherwell Software

• Over 18 years of Service & Support Desk management

• Chris has implemented multiple ticket tracking systems and knowledge bases

• Chris has a degree in Business Administration and certifications in ITIL, KCS Practices and HDI Support

De-MystifyingChange Management

Kevin J. Smith October 21, 2016HDI DC Chapter

© 2016 HEAT Software. All Rights Reserved. Proprietary and Confidential 2

Agenda

• Change Management is Unique

• Get a Good Start

• Tips for Success

• Traps to Avoid

• A Plan for the Future



Change: Not Just Any Process

Move beyond the Service Desk model

Change isTransformational

Take control of IT Infrastructure

Improves Service Availability

The key to proactive ITSM A true Driver

of Value forthe Business01

0203

04

05


Agenda




• Traps to Avoid



Build a Foundation for Success

Select Change Assets carefully

Define and publish the Change process

Carefully track unauthorized changes

Form an empowered CAB

Name strong process owners

Path to World-Class Service Management


Define the Change Process


Form the right cross-functional CAB


Commit To Regular CAB Meetings


Change Requests are also Business CasesRequester:

Change ID:

Date:

Location:

Email:

Phone:

Service:

Summary:

Resources:

Known Risks:

Benefits:

CAB Date:


Agenda




• Traps to Avoid



Don’t Make These Mistakes with Change Management

No Testing/No Backout plan

Too many Assets

No understood process

Unauthorized Changes are

tolerated

• Having a process defined is not good enough••Communicate, communicate, communicate

• Resist the urge to skip testing or have no back-out plan• Failed changes are a big impact to the business• Make this an organizational discipline

• Start with a core set of assets• Focus on support for critical services

••Perhaps the biggest poison to an IT organization••Be ruthless about eliminating all unauthorized changes


Agenda




• Traps to Avoid



What Does The Future of Change Hold?

Change Mgmtaligns the business

Speed isStrategic

Higher qualityservices

Key to WorldClass ITSM

Unification ofService &

Infrastructure

A New Era for IT

De-MystifyingChange Management

Kevin J. Smith October 21, 2016HDI DC Chapter

1 2

3

3

About MetricNet:Your Benchmarking Partner

1

Your Speaker: Jeff Rumburg

© MetricNet, LLC, www.metricnet.com

� Co Founder and Managing Partner,

MetricNet, LLC

� Winner of the 2014 Ron Muns

Lifetime Achievement Award

� Former CEO, The Verity Group

� Former Vice President, Gartner

� Founder of the Service Desk

Benchmarking Consortium

� Author of A Hands-On Guide to

Competitive Benchmarking

� Harvard MBA, Stanford MS

2

Benchmarking is MetricNet’s Core Business

Call Centers

Telecom

Information Technology

Satisfaction

� Customer Service� Technical Support� Telemarketing/Telesales� Collections

� Service Desk� Desktop Support� Field Support

� Price Benchmarking

� Customer Satisfaction� Employee Satisfaction

3© MetricNet, LLC, www.metricnet.com

28 Years of IT Service and Support Benchmarking Data

More than 3,700 IT Service and Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices


Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Support

organizations worldwide, and across virtually every industry sector.


http://www.barclays.co.uk/

http://www.google.com/imgres?imgurl=http://www.easywaystogogreen.com/wp-content/uploads/2010/05/Schneider_Electric_Logo_New.jpg&imgrefurl=http://www.easywaystogogreen.com/eco-friendly-company-profiles/schneider-electric-global-energy-management/&h=292&w=800&sz=80&tbnid=QY0LGVKCidaQwM:&tbnh=52&tbnw=143&prev=/images%3Fq%3Dschneider%2Belectric%2Blogo&zoom=1&q=schneider+electric+logo&hl=en&usg=__rEPuyPxx6f1RkOgp6ZstFYjKFn8=&sa=X&ei=766bTMSiHIXGlQfXqvWaCg&ved=0CBgQ9QEwAA

6

www.metricnet.com 703.992.8160 [email protected]

You Can Reach MetricNet…

Embracing KnowledgeBest Practices to Reduce Incident Volume

Chris Wiggins

I am a Technical Instructor at Cherwell Software, previously Operations & Knowledge Manager. My background includes over 18 years of experience managing Service Desks and Technology Training including, government, non-profit and for-profit organizations. I have a Bachelor of Science in Business Administration & Economics. As well as certifications in ITIL, KCS, and HDI Service Desk Manager.

Introducing: Chris Wiggins

Lesson Learned 1

Not learning about & adopting Knowledge Centered Support sooner

ITIL & Knowledge Centered Support KCSsm

ITIL••you need a strategy in

place to manage your organizations knowledge

KCS••the strategy to manage

your knowledge

Knowledge Centered Support

History••Developed by the Consortium for Service

Innovation in 1992

Details••http://www.serviceinnovation.org/ ••http://www.thekcsacademy.net/

Reason••Methodology & best practices for Knowledge

Management

What is Knowledge Centered Support?

Quick Exercise

In 60 seconds write down as many animals that are exactly 3 letters

Basic Troubleshooting Process

Seek to Understand

Capture in the Target Audience’s

Context

Search what we collectively know

If no Articles start to Analyze

Create a WIP Article and Research,

Collaborate with Others

Upon resolution publish to KB

Additional KCS Resources

Learn

••Get Training••HDI Foundations••HDI Principles

Explore

••KCS is Free http://library.serviceinnovation.org/

••But get trained ASAP for better comprehension

Lesson Learned 2:

Too concerned with crossing my eyes and dotting my tee's

Importance of Content

The Friday afternoon list

Effort••Creating new knowledge articles takes

so long

Time••I have to carve out time to do it. So I will

just add it to the list.

Value••By the time it is written it may no longer

be relevant

Focus on what really matters

Effort••Eliminate lengthy review and approval

processes

Time••How quickly are we getting new

knowledge to the team and customers

Value••Did the answer fix my problem or help

me

Lesson Learned 3:

Not letting the team define the knowledge capture process

Facilitation vs Driving

Facilitate

••Outline where you are at (point A) and where you want to go (point B)

Drive••let the team determine

on how to get to there

The Cherwell KCS Team

Lesson Learned 4:

Build it and they will come

Communication & Promotion

Team••Start internally within your team and then your department

Target••Don’t advertise to your customers until your team is using the knowledge

base for the majority of their work

Trial••Communicate out targeted knowledge articles to specific

groups/departments within your organization

Test••Include links or references to knowledge articles in emails to the customer

Triumph••Once you have a robust KB get new information in the customers hands

ASAP

Most people want to share

Lesson Learned 5:

Benchmarking & Tracking the wrong stats

(or a single stat in isolation)

You Get What You Measure

Goals•• You get what you measure, watch out for quotas!

Holistic

•• Define a score card (with your reps from your team) and make sure everyone knows and can easily see what’s expected

Open•• Don’t measure Knowledge as separate stat or KPI, blend it into your existing mix

Reinforce

•• Focus on positive! When a customer posts a positive comment or likes an article, have your system send an email to the article creator letting them know

Key Points

KCS••KCS is not just a fad - Software & Hardware companies have been doing

it for decades

Speed••Customers want solutions! the faster they get them the faster they can get

back to work

People••Knowledge is all about the culture and people

Share••(Most) People want to share, let them the a process to do so

Reward••Track and reward positive behaviors in a holistic view

Knowledge can’t be a project

Knowledge has to become who you are and how you provide support.

www.cherwell.com© 2015 Cherwell Software, LLC All Rights Reserved