Bren Boddy Help Desk ManagerExchange BankWhat the Heck did my CIO just say?
30 yrs Customer Service Management experienceCreator of Super Help DeskDisney FanaticMotorcycle Rider
A little about my companyFounded 1890400 employeesUnique OwnershipGolden Gate Bridge is part of our historyCommunity minded culture
About my Help DeskSingle Point of Contact for Internal SupportService Catalog:New AccountsOperationsBank SecurityFacilitiesTelecomIT (Hardware/Software)ATMCustomer Service Driven Staff of 4 with 95 years Company experienceMy team is HDI Certified
Our Mission StatementDeliver 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:VirtualizationVoIPiPadCall the Help Desk!
What 43 years in IT will do to you and hes still smiling!
Youve come a long way baby!
How to get to the CIO circa 2002
Talking the talk
The unknown (to me) language
Most Requested MetricsAverage Speed to AnswerAbandonment RateResponse time for emailAverage number of email exchanges to resolve an incidentFirst call resolution rateFully burdened cost per incidentChatEmailPhoneWalkup
Source: 2010 HDI Practices & Salary Survey
What does my CIO care about?Being informedno 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 timeno 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 Dont just manage: Be a player at the big table
How was I perceived?
Use your natural talents
Knowledge ChampionCommunication CentralPeople ConnectorCrisis ManagerQueen of the CYA
Learning to talk the talk with other like minded IT Professionals
Where I goHDI Connect LinkedINMashableTechWebCIO MagazineTwitter Feed I follow:Hashtags: #custserv, #leadership, #management #ITIL #HDI #ITSM #SMBusiness: @CNETNews, @techweb, @Gartner @thinkhdi @TechRepublic @wired
Keeping updatedLocal HDI Chapter Meetings Software User Group meetingsIndustry 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)= $$$ savings
Now Im speaking his language!
Source: Malcolm Fry The Power of Metrics for Optimal ITSM Performance 2011Metrics on a Mission
Translation:Mission Statement: Deliver exceptional customer service.keep our customers performing at the highest level of productivity+ CSF: Resolve incidents as quickly as possible minimizing impacts to the business + KPI: Percentage of incidents closed by the Help Desk without reference to other levels of support= $$$ Savings! Fewer calls to second level
This will always be a work in progress
For the CIOHe gets metrics he needs, he knows hes 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 companys goals be strategic but remember to speak from the end user perspectiveGet your foot in the door of projects your feedback can sometimes make or break a projectDiscover your value and report on it Communication? DR? Problem Management?
After all of this..Meet Rich. Hes my new CIO. He started two weeks ago so Im going to do this all over again.
Questions?Contact info:Bren Boddyboddyb@exchangebank.com707.524.3104@brenbt on Twitter