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Biogs and Case Studies: Service Desk, Incident & Problem Seminar

Howard Kendall - Founder & Chairman, SDI Europe

 

Howard Kendall has had IT service management flowing through his veins for 30 years and is passionately committed to service in all its forms.  As founder and chairman of SDI he has written part of iTIL in v1, developed standards for ITSM and broader service with BSI, and has just written a BSI book on customer service. He has shared conference platforms with speakers as diverse as Superman, Tom Peters, Kevin Keegan, Stephen Covey and Lennie Henry.

  

“Doing more for your business with the Service Desk”

 

Service Desks keep businesses running and are vital now that technology is in every product and service. However they are still seen as the ‘cinderella’ service in most organisations and never reach their full potential. In an age where the CIO and CEO need to know how they are performing in delivering IT Services, Service Desks have reached the stage where they can make their maturity and new relevance really count.

This session tells you some of the key focus areas to target.

 

Main takeaway points:

  • Why the service your service desk delivers does not match your customer’s perception of it
  • How to become senior management’s ‘trusted advisor’
  • Measuring the ‘right stuff’ and demonstrating your value to customers and management

 

Jason Kirk - Atkins Global & Barry Smith - Head of IT, Fosters

 

Jason is a service management specialist within the Management Consultancy division of Atkins, the FTSE250 engineering services organisation. He was previously a Service Delivery Manager at Atkins, running the large transactional teams, including Service Desk. Jason is the Chairman of the Service Desk Institute for the London and South East Region.

 

Barry is a Partner and Head of IT at the architects practice Foster + Partners. He has been responsible for Service Desk Operations in number of organisations during his career. Barry is an ITIL expert and has also set up and managed offshore operations in India 

 

"Service Desk, the face of your IT organisation"

 

Service Desk is the face of your IT organisation, put a smile on it so that customers see your best side

Generate an upbeat performance culture, and use all available levers within the organisation to shape that culture

First impressions last, a poorly performing Service Desk undermines the organisation, but Service Desk is only as good as the back office supporting it

Continually reaffirm the mandate for a good Service Desk. Service Desk KPIs are the organisations KPIs

 

Main takeaway points:

  • Service Desk is the face of your IT organisation, put a smile on it
  • Get the culture right by using all available levers to shape that culture
  • Continually reaffirm the mandate for a good Service Desk, use the KPIs

  

Natallie Welch - Severn Trent Water

 

During her 15 year IT career, Natallie has managed all three areas covered in this session. In her current role as Service Assurance Manager at STW, she is accountable for the delivery of IT services to agreed targets. Natallie chairs the Submission Working Group on behalf of the ITSMF UK Publications Executive Sub Committee and has presented at a number of ITSMF events in the UK and the USA.

 

"Using Incident Management to Assure Services"

 

Natallie will take you through how Incident Management plays a key role in assuring IT Services at Severn Trent; from the mechanics in ensuring Service is restored as quickly as possible through to the proactive elements that help prevent Service failures occurring.

 

Main takeaway points:

  • How Incident Management adds value when assuring IT Services.
  • The importance of Information Management
  • The value of proactive Incident Management

Roger Bennett - Thomson Reuters

 

Roger Bennett is the Global Head of Operations Process Management at Thomson Reuters. He recently led the team that integrated the technology operations processes of Thomson and Reuters following their 2008 merger - a project which earned them the 2009 itSMF Project of the Year USA award.

In his 12 years at Thomson Reuters, Roger has been involved in a wide variety of technology and business change activities and is currently driving the deployment of ITIL v3 processes and the supporting IT Service Management technology across their Technology Operations.  

 

"Accountability through Root Cause"

 

Thomson Reuters has significantly reduced the volume of major incidents over recent years. This has been achieved through the persistent pursuit of problem root cause identification and assignment of accountability at the right level of the organisation. This presentation takes a close look at the history, methodology employed and how you can measure the results.

 

Main takeaway points:

  • Problem categorisation must be structured to enable trendability and assignment of accountability (example of categorisation schema provided)
  • Accountability drives action to remove errors
  • Error reduction creates real savings in staff time and customer perception

 

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