Presentation Economic Recession

							                               Meeting Minutes from
                      Monthly North Coast Chapter HDI Meeting

                                   Date: 11/17/10


Officer Attendance:

George Reichert, Tammy Zadell, Carrie Heinzmann, Giselle Hornsby, Brent Heyneman,
Kyle Perry, Tracey Touma, Jeffrey Humphrey


I. Welcome
   a) Welcome given by – George Reichert

II. Introduction of Host Company

   a) Introduction by – George Reichert

   b) Host Company –Today‟s meeting is hosted and sponsored by COMSYS




Chapter Business

   a) New Members / Visitors?    Welcome!

      Lisa Saltzman, Corporate Technologies Group
      Scott Donaldson, Knowledge Mgmt process owner at Key Bank
      Mark McVey – PolyOne Corporation
      Scott Ferguson – CA Technologies
      Christine – Cleveland Clinic
      Cindy Hemsoth – Cleveland Clinic
      David Keefe
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 2


   b) Are there any job openings?

      PolyOne Corporation has a part time Data Center Operator position open –
      Weekends, in Avon Lake


   c) Is anyone looking for a job?


   d) New website format! Check it out!


   e) HDI is looking for an Art Director – Check our chapter‟s website for details


   f) What can the Chapter do for you?


   g) What can you do for the Chapter?


   h) Upcoming HDI Meetings and Events:

      Month                  Location                                 Topic


                                                Our Annual Holiday and Planning meeting
December 15       Holiday Inn Rockside          and HDI Analyst of the Year Award winner
                                                announcement and celebration


                                                “You Can Communicate: 4 Steps to
January 19                    TBD
                                                Effectiveness”, presented by Sean Williams
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 3


IV) Today’s Presentation

   a) Name of Speaker: Charles Cyna

   b) Speaker‟s Topic: “Is the Service Desk the „Rodney Dangerfield‟ of IT? – Does
      Your Service Desk get the Respect it Deserves?”




   Highlights from Speaker’s Presentation


   Three IT Truisms to think about…

   1. Organizations often get the IT Service Delivery they deserve
   2. IT Departments often get the Service Desks they deserve
   3. Service Desks often get the resourcing they deserve


   Management Challenges
   Escalation Group Management, Resourcing requests not granted

   Organization Challenges
   Cutbacks, Service desk perceived as a cost

   People Challenges
   Low morale, Staff Turnover, Non-Compliant


   IT Spending
   “2008-09 witnessed the most severe economic recession in generations, and the IT
   industry suffered an even greater decline that it did in 2001, following the dotcom
   bubble” (Gartner)
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 4


   IT Impact

   1. Impact vs. Response
   2. The Barbarians at the Gate
   3. Broker vs. Builder

   But the Reality is that Most Service Desks…

   -   Do a great job
   -   Have a talented team
   -   Really want to help their customers
   -   Improve what they are doing

   -   Have challenges interacting with escalation groups that are not directly managed
   -   Don‟t record successes consistently
   -   Produce too many reports
   -   Focus on reporting on the wrong stuff
   -   Don‟t identify what makes their offering unique


   The Service Desk Paradox

   No Respect     Doing a Great job


   The Service Desk’s Value Proposition

   -   Face of IT
   -   Economic Impact
   -   Organizational impact
   -   Impact on other IT Processes

   Economic Impact

   1. What is the cost to the organization when an employee can‟t perform their job
      function?
   2. What is the cost to the organization when a customer can‟t use your product or
      service?
   3. How do you communicate that cost today?
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 5


   Organizational Impact

   1. When IT Operations do not align themselves to the organization, overall
      organization morale and productivity can actually be impacted.
   2. Do you measure how closely your activities today align with the perceived
      importance by your consumers and customers?


   Impact on other IT Practices

   1. Is the Service Desk the central hub for information for IT?
   2. Do Change and Release adjust their processes based on feedback from the
      Service Desk?
   3. Does the Service Desk provide a view of all incidents that are caused by a
      release(s)?

   Face of IT

   1.    IT is important
   2.   The Service Desk is the face of IT
   3.   Have you identified your stakeholder groups (customers, consumers, etc)
   4.   How do you show whether your stakeholder groups are satisfied (think what you
        do is important)

        (Good question for your surveys  “How important is this service to you?”)


   Continuous Service Improvement

   We measure the end result, without telling anyone where we started from. How did
   we make the improvements?

   Doing a “baseline” should be the first step before doing any improvements.


   Challenges in demonstrating value to the business…

   -    Reduced resources
   -    Reduction in acceptable downtime
   -    Increased demand on IT to deliver
   -    Expectation of same or better quality
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 6


   Three Steps to Respect:

   1. Baseline Process Maturity
   2. Assess Customer Satisfaction – (Suggests doing an annual survey as a baseline)
   3. Performance Based KPI‟s

Baselines, Goals and Meaningful Tracking = Continued Service Improvement


   What is a Process Maturity Assessment

   -   Compare actual practices and processes in operations to a set of performance
       standards
   -   Standardized scoring system to allow you to objectively identify strengths and
       areas for improvement

   How does scoring work with assessments?

       Level 0 = The practice does not exist
       Level 1 = Pockets of the Practice are being done (Ad hoc)
       Level 2 = Know what you don‟t know. Management want to improve performance
       Level 3 = Practice is owned, documented, repeatable and consistent across many
       departments
       Level 4 = Practice integrates well with other practices, strong collaboration,
       performance reviews.
       Level 5 = Surpassing customer expectations, Peer benchmarking, external quality
       awards or standards


   Assessing Satisfaction

   -   Identify who your stakeholder groups are
          o Customers
          o Consumers
          o IT
          o Executives (IT & Business)

   -   Build a decision matrix
          o Don‟t just assess satisfaction, ask about importance
          o Get stakeholders to drive IT focus for improvement
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 7


   How do you move from Data to Wisdom


   Fulsome Process:

   Data – Large amounts of information captured, Unclear how to categorize and sort,
   Reliability and consistency of is questionable

   Information – Effective consistent classification model, Support model documented,
   Help weed the critical few from the important many

   Wisdom – KPI‟s that are linked to business outcomes, Enabling decision support
   information, Feeds value throughout IT, Foundation for CSI.

   Incident Type

   What does the customer need/want?

   Service Request  Password reset, Information Request, How To, Security, General
   (move-add-change)

   Service Interruption  Fault, Degradation, Security


   Component Categorization

   The incident is being categorized differently by different people.

   Is there value in capturing what the customer reported the problem as?

   Analogy: You go to the doctor complaining of a headache. The doctor runs tests
   and determines you have a problem with your kidneys. He overwrites the problem as
   “Kidney problem”

   Think more along the lines of  END-TO-END SERVICES


Correct Classification + Consistency = Business Value
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 8


   What to look for in a dashboard

       Try to keep your KPI‟s to no more than 6.


       Suggested KPI‟s:

       NOTE: Track both the VALUE and the TREND

          o MTRS (Meantime to restore service)
          o % incidents resolved at FPOC
          o Accuracy of Assignment
          o Average incidents per user (tells you how dysfunctional your change
            process is)
          o Backlog


   Summary

   -   The economic Big Picture is going to drive change in how Service Desks are
       resourced and staffed, making it increasingly difficult to get respect

   -   Understand that for many organizations, IT will be an out of the building business

   -   CSI is your best friend

   -   Baseline your performance and share good and bad news

   -   Get your measurement house in order

   -   Performance is a combination of Process, Stakeholder Satisfaction, and Service
       Desk Performance

   -   ITIL adoption is your friend

   -   Embrace tools and process that will help enable transition

   -   Embrace change and lead the charge

   -   Have fun!


   If you‟re interested, you can do a free self assessment at thinkITSM.com
Meeting Minutes from
Monthly North Coast Chapter HDI Meeting
Date: 11/17/10

Page 9


   Survey winners:

   Jennifer Bennett
   Tom Hudson
   Mark McVey

   Today’s attendance:

   Members – 17
   Guests – 18

   Total = 35