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There is nothing like a smoothly running SharePoint support environment but is that possible? In creating a great support SharePoint environment helps foster great user adoption and great SharePoint champions. This presentation attempts to show a strategic approach where the questions to be answered on how to build a true support model for SharePoint be based on “What has to happen, why and where?”, and attempts to describe a basic support model of ten key steps; from knowing what resources make up your SharePoint environment to keeping in contact with customers.
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Ten Steps to Creating a SharePoint Support Model
Geoff Evelyn
“Good Customer service should be non-negotiable and service providers shouldn't hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers”
“It takes 12 positive customer experiences to make up for one negative experience” (Parature)
“70% of buying experiences are based on how the customer feels they are being treated“ (McKinsey)
IDENTIFYING THE PROBLEM
“89% of customers have stopped doing business with a company after experiencing poor customer service” (RightNow Customer Experience Impact Report)
In this session we will solve the problem• Practical techniques for creating first class SharePoint
support environments
• Strategic and Measured approach for the creation of a support model
• Ten key steps in building support built on• What needs to happen?• Why does it need to happen?• Where should it happen?
• Identify Staff Capability• Current Skills• Required Skills
• Build an Inventory– Map SharePoint– Map Integration Services– Infrastructure– Contacts
Ten Steps to Creating SharePoint Support
A SharePoint Customer is anybody who consumes what they perceive you have produced…
Whether or not the customer’s perception is correct…
Whether or not you had produced it…
Whether or not you had intended to produce it…
What is a Customer?
• Build the Customer Map• Identify Customer
Importance• Language
Chief Executive
CorporateExecutive
Communications
Procurement
HelpDesk Operations
SharePoint Support
Finance
Strategy
Engineering
D = Decision makerI = InfluencerC = ConsentP = Player (target for Training)
+ = Positive attitude- = Negative attitudeO = neutral attitudeI = attitude unknown
+D
-I
+C
?D
?D
+I
? I/P
+ + D
?C/P/I
Legal
+ + D
Ten Steps to Creating SharePoint Support
• Market SharePoint Support• Establish Call Procedures• Setup Training and
Awareness Channels
Ten Steps to Creating SharePoint Support
• Confirm where ownership of request lies• Chart the work and showcase• Ensure Customer feedback
Ten Steps to Creating SharePoint Support
• 360 degree feedback• Use UAT to confirm
success• Analyse Failures and
Successes• Be Proactive!
Ten Steps to Creating SharePoint Support
• Justify ROI• Time taken to solve• Lost user productivity
• Record resolutions• How Do I• FAQs
• SharePoint Helpdesk 2013
Ten Steps to Creating SharePoint Support
• Build Business Rules• Policy aids Standards
• Establish or use existing Change Control Mechanisms• Develop Statement of
Operations
Ten Steps to Creating SharePoint Support
Solutions
Priorities
Quality surveys
Enquiries
Solutions
Complaints
Impressions
Complaints
THE OUTSIDE WORLD
USERS
HELPDESK
SHAREPOINT RESOLVERS
Results
Resource requests
Influencer marketing
Results
Resource requests
Commercial pressures
SUPPORT ADMIN
Commercial pressures
• Get Out and Mix• Create Channels and
Utilise• Evangelise your
Support offerings• Learn Customer
Language
Ten Steps to Creating SharePoint Support
• Don’t just Survey everyone• Carry out Random Phone
Polling• Consider Participation
Rewards• Conduct and LISTEN to
what people say
Ten Steps to Creating SharePoint Support
• Review and Schedule• Repeat steps 1 to 9
• Be aware of the solution delivery model
Ten Steps to Creating SharePoint Support
Summary• Customer Centricity is key to support delivery• Support Model should ultimately achieve enhanced
User Productivity• Support is not just for Problem Solving, it’s for
continuously anticipating and enhancing the user experience
ResourcesBOOKS:
• SharePoint 2013 User Adoption and Governance, Chapter 8
• Managing and Implementing SharePoint 2010 Projects
Other ResourcesSharePoint 2013 Helpdesk Site Templatehttp://www.sharepointgeoff.com/sharepoint-2013-helpdesk-site-available/
Starting off a successful SharePoint Platform Support modelhttp://www.sharepointgeoff.com/starting-off-a-successful-sharepoint-platform-support-model/
7 ways of identifying a Super-Duper SharePoint Support Personhttp://www.sharepointgeoff.com/7-ways-of-identifying-super-duper-sharepoint-support-person/
How much knowledge do you have to support SharePoint?http://www.sharepointgeoff.com/how-much-knowledge-do-you-have-to-support-sharepoint/
Office365 Support Offeringhttp://technet.microsoft.com/en-us/library/office-365-support.aspx
thank you.
SHAREPOINT AND PROJECT CONFERENCE ADRIATICS ZAGREB, 10/15/2014 - 10/16/2014
It’s SharePointGeoff!• Home: http://www.sharepointgeoff.com• Email: [email protected]• Twitter: @geoffeve• Yammer: Geoff Evelyn• Been using SharePoint since 2003 !• 3 x SharePoint MVP• Author:
• SharePoint 2013 User Adoption and Governance• Managing and Implementing SharePoint 2010
Projects • M.O.S SharePoint 2010 Study Guide• Co-Author M.O.S Microsoft Office 2010 Study Guide
• Institutions:• Analysts and Programmers• Information Management Systems• Engineering Technology• Chartered Institute of Information Technology
questions?
Questions?
