Bren Boddy Help Desk Manager
Exchange Bank
What the Heck did my CIO just say?
About me…
30 yrs Customer Service30 yrs Customer Service
Management experienceManagement experienceCreator of Super Help DeskCreator of Super Help DeskDisney FanaticDisney FanaticMotorcycle RiderMotorcycle Rider
A little about my companyFounded 1890400 employeesUnique OwnershipGolden Gate Bridge is part of our history
Community minded culture
About my Help DeskSingle Point of Contact for Internal SupportService Catalog:
New AccountsOperationsBank SecurityFacilitiesTelecomIT (Hardware/Software)ATM
Customer Service Driven Staff of 4 with 95 years Company experience
My team is HDI Certified
Our Mission Statement
Deliver exceptional customer service in a timely manner and keep our customers
performing at the highest level of productivity
My CIOStarted with the company in 1968 & always in IT
Old school: Punch cardsSwitchboard phone lineIBM 360 ComputerCall everyone for help
New School:VirtualizationVoIP iPadCall the Help Desk!
What 43 years in IT will do to you
…and he’s still smiling!
You’ve come a long way baby!
How to get to the CIO circa 2002
CIO
Application Support Manager
Project Manager responsible for the Help Desk
Help Desk Operations Manager
Talking the talk
The unknown (to me) language
Most Requested Metrics Average Speed to Answer Abandonment Rate Response time for email Average number of email exchanges to resolve an
incident First call resolution rate Fully burdened cost per incident
1. Chat2. Email3. Phone4. Walkup
Source: 2010 HDI Practices & Salary Survey
What does my CIO care about?Being informed…no surprises!Acknowledging the call quickly and meeting
the original target date while communicating with the customer until the call is complete.
Completing the service the first time…no reopened calls.
Uptime
What about my metrics??
Good relationship = NO Surprises!
What do I care about?Giving excellent service 100% of the timeFCRGrowing knowledgeStaff burnoutTeamwork/cohesivenessBeing of value to the organization (job security)Uptime
We are the voice of the End User…
Figuring it out – Thanks Frank
Give ‘em candy, they will come
Get a seat a the BIG table How are you perceived?Brand YOUUse your natural talentsGet CLOUT!
Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”
How was I perceived?
Brand You
Use your natural talents
Clout…
• Knowledge Champion• Communication Central• People Connector• Crisis Manager• Queen of the CYA
Networking
Learning to ‘talk the talk’ with other like minded IT
Professionals
Where I go…HDI Connect LinkedINMashableTechWebCIO MagazineTwitter Feed I follow:
Hashtags: #custserv, #leadership, #management #ITIL #HDI #ITSM #SM
Business: @CNETNews, @techweb, @Gartner @thinkhdi @TechRepublic @wired
Keeping updated… Local HDI Chapter Meetings Software User Group meetings Industry Publications Webinars
Share what you learn!Your CIO keeps up on trends in the industry and you should
too. Remember to bridge the gap daily because you have a very
valuable perspective: your Customers.
Tying it together
Mission Statement + CSF (Critical Success Factor)
+ KPI (Key Performance Indicator)
= $$$ savings
Now I’m speaking his language!
Source: Malcolm Fry The Power of Metrics for Optimal ITSM Performance 2011
Metrics on a Mission
Translation:
Mission Statement: Deliver exceptional customer service….keep our customers
performing at the highest level of productivity+ CSF: Resolve incidents as quickly as possible
minimizing impacts to the business + KPI: Percentage of incidents closed by the Help Desk without reference to other levels of
support= $$$ Savings! Fewer calls to second level
This will always be a work in progress
For the CIO…He gets metrics he needs, he knows he’s one of the first to
know when we have downtime (CYA), he has an
understanding from the End User perspective.
….and for me?
I now have a CIO I can talk to about projects, ideas, and
department issues. There is still a layer of management between
us, but I have a direct line to him when necessary.
Where are we now?He asks me who is in my network that I can ask XYZ aboutDisaster Recovery Communication CentralManagement Committee - monthlyIT Division Meetings – bi-weeklySRJC Community College Advisory BoardI am a player at the big table (thank you Brenda
Iniguez!)
Take-awayFind a commonality between you and your CIO -
your ice breakerUnderstand what language they are speaking and
learn key phrases – ROI? TCO? Align your goals with the company’s goals – be
strategic but remember to speak from the end user perspective
Get your foot in the door of projects – your feedback can sometimes make or break a project
Discover your value and report on it – Communication? DR? Problem Management?
After all of this…..Meet Rich. He’s my new CIO. He started two
weeks ago so I’m going to do this all over again.
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