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Remarc Group

Europe’s premier provider of Consultancy, Training & Recruitment solutions.

“Have a passion for quality, care and excellence”

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Agenda

• Why do Service Desks fail?• Skills Gap• Exposing Myths• Education Options

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Why do Service Desks fail?

• Wrong people• Wrong pay• Wrong support tools• Ineffective processes• No information management• No training• No respect• No Governance• No Management commitment

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The Reality

• If you make customers unhappy in the physical world, they might each tell 6 friends.

• If you make customers unhappy on the Internet, they can each tell 6,000 friends.

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What skills do YOU need?

BUSINESSTECHNICAL

INTERPERSONAL PROCESS

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Myth #1 – IT service should aim to exceed customer expectations

IT is NOT a traditional customer service role.

In the IT profession, the goal is to keep customers reasonably but consistently satisfied….

…To achieve this, we need the right:

- Processes - Training - Procedures - Targets/Objectives

- People - Attitude - Technology - Partners

- End to End across the IT service -

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Myth #2 – “The Customer is Always Right”

No, they are NOT - BUT:

• Understanding customer’s underlying needs…• Documenting requirements accurately…• Managing customer expectations…• Handling complaints, feedback and suggestions…• Showing empathy with customers…• Saying ‘No’ without conflict…• Treating co-workers with courtesy…

…is the role of the IT Professional

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Myth #3 - 100% Satisfaction can be achieved

We cannot be all things to all people, BUT:

• Understanding business goals…• Knowing our customers and their customers… • Enhancing our Value Proposition…• Preventing dangerous DISSATISFACTION…• Handling every interaction in a positive, professional, courteous and

effective manner…• Constantly looking to improve our service and products…• Taking ownership & initiative…

…is the role of the IT Professional

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MYTH #4 - Our customers cannot go anywhere else

Leads to complacency and services that stop matching business requirements

• Customers stop calling • Users could try to fix things themselves • We end up fixing it anyway!• We get bad PR• We’re the focus of complaints• Outsourcing IT is tempting• The resulting service STILL doesn’t match business requirements

…customers not hesitating to call IT Is the role of the IT Professional

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Doing the ‘basics’ effectively, efficiently and consistently enamours us with the business

• Managers will listen if ‘walk the talk’

and manage IT services professionally• We’re more likely to get resource if users

are satisfied than DISSATISFIED• Consistency & professionalism allows • us to be more EFFECTIVE & EFFICIENT

…making the most of what resources we have is the role of the IT Professional

MYTH #5 – We don’t have enough.. people, money, training, time, resources

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Business SDI Service Desk Manager

• Role & Responsibilities of the Service Desk• Create an effective team and keep it on track • Managing the team - six key areas of effective leadership • Processes - review existing processes against best practice • Taking the Service Desk forward • Raising your contribution to the business• Development plans - how to create and implement them • IT Service Management (ITIL) • Tools and technologies• Operational management • Financial awareness - financial acumen for today's

business environment

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BusinessSDI Service Desk Analyst

• Understand the four key concepts required to deliver effective support

• Being a support analyst - everything you need to know about the role and the responsibilities

• Key skills - identify, understand and develop core competencies

• Processes - principles of IT service and the role of the service desk

• Relationship management - best practice customer service, dealing effectively with difficult situations and teamwork

• Metrics - understanding Service Level Agreements, key service desk metrics and customer satisfaction measurement methodologies

• Tools and technologies - overview of the latest available and their benefits

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Business ISEB Foundation Certificate in Business Analysis

• Business Analysis Competencies• Business Analysis Process Model• Strategy Analysis• Investigation Techniques• Making a Business & Financial Case • Stakeholder Analysis & Management• Managing Business Change• Modelling the Business System• Business Process Modelling• Requirements Engineering• Modelling the IT System • Information Resource Management

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Managing across the Lifecycle

ITIL v3 Foundation for Service Management

Lifecycle modules

SS SO CSISTSD

Capability modules

OSA SOARCVPPO

ITIL Expert

ITIL v2 Foundation Certificate

ITIL v2 Managers Certificate

V3 Managers

Bridge

ITIL®ITIL ® Qualification & Certification scheme

ITILITIL® v3 Qualification &

Certification scheme

ITIL v2 Practitioner Certificates

v3 Foundation Bridge

v3 Foundation Bridge

V3 Managers

Bridge

ITIL Master

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InterpersonalCustomer Care for NHS IT Professionals• Why Customer Care Matters in IT• Skills, Knowledge & Competencies of the NHS IT Professional• What IT Customers Need• Customer Perception• Essential Customer Service Skills

SDI Service Desk Analyst• Relationship management• Best practice customer service, dealing effectively with difficult

situations and teamwork

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ConsultancyThe Remarc approach to the delivery and implementation of solutions is simple.  To meet and exceed your expectations, we believe that thorough understanding of customer requirements is vital. 

Consultancy Solutions

• ReAssure ITIL v3 Readiness Assessment

• ReAssure ITIL Full Assessment

• ReAssure ITIL Discrete Assessment

• ReAssure ITIL Overview Assessment

Contact Details

Best Practice Consulting Group

Contact: Paul Napier

Phone: 0113 234 6777

Mobile: 07944 392 538

E-Mail: pnapier@remarc.co.uk

Website: www.remarc.co.uk

LinkedIn: http://www.linkedin.com/in/paulnapier

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