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Transcript of An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President...
![Page 1: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/1.jpg)
An IT Service Ecosystem:A Holistic Approach
Stephen V. Wade, PresidentGeoff Duke, Vice President Strategies & Service Delivery
The Kemtah Group, Inc.
![Page 2: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/2.jpg)
IT Service Metrics
• Speed to Answer / Response Time
• Mean Time to Resolution / Repair
• Server and Application Uptime
• Network Latency
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The Most Important Metric
• Customer Satisfaction
![Page 4: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/4.jpg)
Quality Components
Dependability and accuracy, like a utility
Knowledge and courtesy -trust and confidence inpeople and systems
Appearance
Willingness to help –prompt service
Care and individualizedattention
![Page 5: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/5.jpg)
Perception and Expectation
![Page 6: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/6.jpg)
Perception and ExpectationPerception and Expectation
![Page 7: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/7.jpg)
Components of the User Experience
Availability/Speed
DesktopInteractions
Applications
Customer Experience
![Page 8: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/8.jpg)
Availability/Speed
DesktopInteractions
Applications
Customer Experience
Traditional Strategy
Problem Avoidance
&Training
Problem Avoidance
&Training
eSupporteSupport
Help Desk & Field ServicesHelp Desk &
Field Services
![Page 9: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/9.jpg)
New Strategy
Problem Avoidance
eSupport
Field Services /
Service Desk
Problem Avoidance
&Training
Problem Avoidance
&Training
eSupporteSupport
Help Desk & Field ServicesHelp Desk &
Field Services
Traditional Strategy
![Page 10: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/10.jpg)
New Strategy
Problem Avoidance
eSupport
Field Services /
Service Desk
![Page 11: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/11.jpg)
eSupport
New Strategy
![Page 12: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/12.jpg)
New Strategy
Field Services /
Service Desk
![Page 13: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/13.jpg)
What Does It Take
IT Culture andOrganization
Workflow andProcess
Tools
![Page 14: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/14.jpg)
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Game Changer: Web 2.0
• Connecting – Communicating – Collaborating– Creating an aligned “Tribe”
• Knowledge Centered Support– Compelling place to capture ALL interactions
– Leads to e-support / self service
• Right Problem– Right Person (Help for the Help Desk)– Connections facilitate solutions
• Collaboration & Community = Visibility & Accountability
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Case Study – IM at the Service Desk
• Large healthcare organization. Is a not-for-profit system of hospitals, a health plan, and a growing medical group.
• 7 Hospitals, 30 Clinics, 490 Physicians, 450,000 Members
• 9500 Employees
• 6500 Workstations
• 425 Applications
• 450 Servers + Mainframe
• 17,000 Telephones / Lines
• 12,000 Network Ports
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Objectives
• Improve communication between agents
• Use the whole IT team to solve problems faster
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Online Chat
![Page 19: An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.](https://reader036.fdocuments.net/reader036/viewer/2022062511/5518cc0f55034638098b4e27/html5/thumbnails/19.jpg)
Results
• Collaborative Problem Solving
• Knowledge Creation
• Situational Awareness
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Questions ?Thank You