DESKTOP SUPPORT FORUM
Skirvin Hotel
October 24-27, 2011 – Oklahoma City
Meeting Room: Grand Ballroom D
Agenda:
Monday, October 24, 2011
7:00 PM – 9:00 PM Networking Reception at Red Piano on Lobby Level of Skirvin Hotel Location: Red
(appetizers and beverages) Piano – Lobby
Level
Tuesday, October 25, 2011
8:00 AM – 8:30 AM Breakfast – Grand Ballroom Foyer A-D Meeting Room:
Grand Ballroom D
8:30 AM – 12:00 PM Virtual Desktop Infrastructure and Impact on Support
(break when Facilitator Jack Wilson, Consultant | Virtual Savant, LLC |
convenient) www.vsavant.com
Elephant in the room: Is Desktop Support going away? Who
has implemented VDI? (Most have limited deployment or
only testing)
Jack implemented desktop virtualization at an 800 person
company
Jack will discuss his virtualization strategy and his experience
with this implementation
ROI, business impact, customer acceptance issues, mistakes
to avoids, keys to success to repeat and impact on support
desk and IT support teams
Successes / Lessons Learned
12:00 PM – 1:00 PM Lunch – Grand Ballroom Foyer A-D
1:00 PM – 1:30 PM How to Become a High Performing IT Organization
Tim Fenner, Telephone & Data Systems, Inc.: Tim was
charged with creating and presenting a presentation on how
TDS could become a High Performing IT organization. This
presentation was well-received at TDS, so Tim will share it
with the HDI Desktop Support Forum group. Get out your
suntan lotion…it has an island theme, so it will not only be
informative, but fun as well
1:30 PM – 3:00 PM Support Statistics and Performance Metrics for Desktop Support
Mike Russell, Sharp HealthCare
In talking about support statistics, we are assessing the
structure of the desktop support organization in relationship
Forum Program Manager: Leslie Cook
Work: 719 268 0338
Cell: 719 432 8703
DESKTOP SUPPORT FORUM
Skirvin Hotel
October 24-27, 2011 – Oklahoma City
Meeting Room: Grand Ballroom D
Agenda:
to the physical and logical nature of the customer base. The
goal of this discussion is to see if there is common ground as
to how departments are sized and how staff assignments are
determined. It would help if participants could bring sample
of their statistics and performance metrics to share
What does your organization look like?
o Centralized (all on one campus), Regional (all in one
geographic area), National, International
o How deep is your desktop support team (technician,
analyst, senior analyst, engineer, etc?
What activities beyond incidents and service
requests are provided?
o Is your desktop support team separate or integrated
into your help desk?
o What bearing, if any, do the above configurations
make on workload assigned to technicians, or the
sizing of the team?
What is currently being measured?
o Workload Allocation / Staffing Structure /
Department Sizing
o Technicians per device vs. technicians per customer?
o Is cost of incidents measured?
Analysis by type, location, technician?
Is complexity or urgency of incidents
calculated or considered?
What else falls into the mix?
Why, and how are the measurements used
o Do you compare against other organizations
In your vertical or business agnostic or
similar sized/structured organizations?
Gartner, Forrester, HDI or other
organizations used for comparisons?
In talking about performance metrics, we are examining how
well the desktop organization is performing against their
goals. The goal of this discussion is to find common ground
for comparison between organizations. The conversation
around individual metrics may be addressed in the
Forum Program Manager: Leslie Cook
Work: 719 268 0338
Cell: 719 432 8703
DESKTOP SUPPORT FORUM
Skirvin Hotel
October 24-27, 2011 – Oklahoma City
Meeting Room: Grand Ballroom D
Agenda:
technician scorecard conversation later in the day, so it will
not be addressed here
Department Metrics
o What is currently being measured and reported
Are the metrics tied to mission or value
statements of your organization?
What tools are used to gather data and
produce the reports
o SLA/OLAs
How were they determined?
Do you manage against them, if so how?
How do you enforce OLAs within the
organization?
How often are they updated, and what is
used to determine future goals?
o Is there a direct relationship examined to compare
services provided to a service catalog
o Do you compare against other organizations
In your vertical or business agnostic or
similar sized/structured organizations?
Gartner, Forrester, HDI or other
organizations used for comparisons?
3:00 PM – 3:15 PM Break
3:15 PM – 4:50 PM Show and Tell – An opportunity to share, compare and contrast
processes, procedures, documentation, etc. whether it is
formal/documented or informal – if you have anything on the below,
bring it! If documented, bring enough hard copies to share with
everyone in the group – 15 copies. If not documented, please come
prepared to verbally discuss
Technician scorecards
o Measures and metrics
o Share and compare
Processes and Procedures – any documentation you have
on processes and procedures (i.e., incident management,
remote support, encryption, identity management,
Forum Program Manager: Leslie Cook
Work: 719 268 0338
Cell: 719 432 8703
DESKTOP SUPPORT FORUM
Skirvin Hotel
October 24-27, 2011 – Oklahoma City
Meeting Room: Grand Ballroom D
Agenda:
knowledge management, alert monitoring, security,
imaging, application licensing management, configuration
management, asset management, customer satisfaction
management, etc.)
4:50 PM – 5:00 PM Time Allotted to take Evaluation Surveys
5:20 PM Meet in hotel lobby to walk to Water Taxi
5:45 PM – 6:45 PM Bricktown Water Taxi Ride
http://bricktownwatertaxi.com/
7:00 PM Dinner Reservations at Bricktown Brewery
http://www.bricktownbrewery.com/
Wednesday, October 26, 2011
8:00 AM – 8:30 AM Breakfast – Grand Ballroom Foyer A-D Meeting Room:
Grand Ballroom D
8:30 AM – 12:00 PM Bring Your Own Computer / Bring Your Own Device (combined
(break when session with the HDI Law Forum in Grand Ballroom D)
convenient) Facilitator: Kelly McLaughlin, Director of Operations and
Technical Support at Hobart and William Smith Colleges
Outline for Session:
o Introduction
My background
Topic intro
Survey results
o HWS/Higher Ed Model
What can we learn from higher education?
o Current climate
What are the motivating factors for deciding
to support a BYOC/PD Model?
o Things to think about…Interactive discussion/list
building
Software Licensing
Software Deployment
Group Policy
Forum Program Manager: Leslie Cook
Work: 719 268 0338
Cell: 719 432 8703
DESKTOP SUPPORT FORUM
Skirvin Hotel
October 24-27, 2011 – Oklahoma City
Meeting Room: Grand Ballroom D
Agenda:
Support
Security
Others?
Small Group Activity – Develop full list of
items to consider
o Pros and Cons…Interactive discussion/using the
topics from previous discussion
Large Group Discussion about pros and cons
for each item.
Small Group Activity - Split into small groups
to develop a BYOC/PD model. Using list of
items from previous activity, groups will
develop a model for providing this support
12:00 PM – 1:00 PM Lunch – Grand Ballroom Foyer A-D
Work with GOVF and LAWF to choose meeting location
preferences for June 2012 and October 2012
1:00 PM – 1:30 PM Meeting Planning for 2012
Choose Topics for M212
Determine what Topics you want lead be an SME
Determine Celebrating Success presentations or case studies
Determine current issues/challenges for Solve My Problem or
roundtable discussion
1:30 PM – 4:50 PM Impact of Organizational Change
(break when Facilitator: Shane Carlson, Principal Consultant – ITMC at
convenient) Cognizant Business Consulting
Discussions to include:
o C-level decrees the company will become a high-
performing organization – How do we align with that
goal?
o Changes in the way the company does business may
have unintended consequences for IT and plans for
rollouts, policies, configurations
4:50 PM – 5:00 PM Time Allotted to take Evaluation Surveys
Forum Program Manager: Leslie Cook
Work: 719 268 0338
Cell: 719 432 8703
DESKTOP SUPPORT FORUM
Skirvin Hotel
October 24-27, 2011 – Oklahoma City
Meeting Room: Grand Ballroom D
Agenda:
6:00 PM Meet in hotel lobby to walk to dinner
6:30 PM Dinner Reservations at Abuelo’s
http://www.abuelos.com/
Thursday, October 27, 2011
8:00 AM – 8:30 AM Breakfast – Grand Ballroom Foyer A-D Meeting Room:
Grand Ballroom D
8:30 AM – 12:00 PM Remote Employees
(break when convenient) Facilitator: Roy Atkinson, Senior Writer/Analyst, HDI
o What are indicators of whether remote workers will
work out for you?
o What are the main things you need to take into
account in planning for remote work?
o How do you maintain team unity?
o Best management practices
Case Study from Scott Geschel, QVC
o Home Agents (currently 500) and flex employees
that are in and out of the office
o How they use remote employees
o How they did it/do it
o What they have learned
12:00 PM – 12:10 PM Time Allotted to take Evaluation Surveys
12:10 PM – 1:00 PM Lunch – Grand Ballroom Foyer A-D
1:00 PM – 2:00 PM The Parking Lot: A non-facilitated open forum as an opportunity for
networking and independent dialogues
This session will be comprised of taking your questions,
ideas, and even topics that come to you throughout the
Forum meeting, whether during a session, in route to
dinner, or just closing your eyes at night, and organizing
them to generate discussion or possibly even direction for
future Forum meetings.
Forum Program Manager: Leslie Cook
Work: 719 268 0338
Cell: 719 432 8703