Who moved my service desk may 2013 ppt / Embracing Change on the Service Desk.

• 1. MARC FEY HDI SACRAMENTO MAY 16, 2013 WHO MOVED MY SERVICE DESK? Embracing Change in Changing Times

2. WHAT CHANGE LOOKS LIKE FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC Business Demands of the Perpetually Connected BT Explodes: Transforming Into Business-As-A-Service Driving Business Outcomes Real-Time Business: Happening At Last The CIOs Role in Business Transformation Driving Business Growth With Better Data Business Demands of the Perpetually Connected Driving Business Transformation With Integrated Collaboration Technology Architecting Tomorrows Business Outcomes 3. Business Demands of the Perpetually Connected BT Explodes: Transforming Into Business-As-A-Service Driving Business Outcomes Real-Time Business: Happening At Last The CIOs Role in Business Transformation Driving Business Growth With Better Data Business Demands of the Perpetually Connected Driving Business Transformation With Integrated Collaboration Technology Architecting Tomorrows Business Outcomes THE BUSINESS FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC WHAT CHANGE LOOKS LIKE 4. How Customer & Business Outcomes Will Drive Your Future Bulletproofing Your Customer Experience Strategy Winning the Customer Experience Game Evolving Role of IT: Inspiring Crazy Loyalty Lessons From Citizen Engagement Finding Social Business Value Driving Customer Experience into Your Business The Collaboration of Marketing and IT Happy Workers Happy Customers FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC WHAT CHANGE LOOKS LIKE 5. How Customer & Business Outcomes Will Drive Your Future Bulletproofing Your Customer Experience Strategy Winning the Customer Experience Game Evolving Role of IT: Inspiring Crazy Loyalty Lessons From Citizen Engagement Finding Social Business Value Driving Customer Experience into Your Business The Collaboration of Marketing and IT Happy Workers Happy Customers THE CUSTOMER FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC WHAT CHANGE LOOKS LIKE 6. CULTURE WINS 7. HALF EMPTY? 8. Reply All Bridgestone Commercial 9. Former Drill Seargent Geico Commercial 10. OR HALF FULL? 11. Alex Honnold 60 Minutes 12. WHO MOVED MY SERVICE DESK? RESILIENCE INSIGHT ADVOCACY 13. RESILIENCE 14. Adaptive Capacity RESILIENCE INSIGHT ADVOCACY FINDING INSIGHT The power or ability to return to the original form, position after being bent, compressed, or stretched; elasticity; the ability to recover readily; buoyancy. The ability to learnabout yourself, about the world around you, about what it takes to adjust to, and to make, change.* 15. Adaptive Capacity RESILIENCE INSIGHT ADVOCACY FINDING INSIGHT THE IMPORTANCE OF LEARNING For want of a nail the shoe was lost. For want of a shoe the horse was lost. For want of a horse the rider was lost. For want of a rider the battle was lost. For want of a battle the kingdom was lost. And all for the want of a horseshoe nail. -- Childrens nursery rhyme 16. RESILIENCE INSIGHT ADVOCACY Where do we start? 17. INSIGHT I see what I expect. Annie Dillard 18. Awareness Test 19. INSIGHT: People & Context 20. People and Context RESILIENCE INSIGHT ADVOCACY While Einstein said he had no special talent aside from being passionately curious (and being possibly the smartest person ever), he also knew how to make time for insight--a skill that's scarce in our present cult of stimulation. When asked how he would spend his time if he was given an hour to solve a thorny problem, (Einstein) said he'd spend 55 minutes defining the problem and alternatives and 5 minutes solving it. Which is exactly opposite of what the vast majority of executives today would do. Einsteins Problem-Solving Formula, And Why Youre Doing It All Wrong, Drake Baer, Fast Company, March 26, 2013. FINDING INSIGHT 21. People and Context RESILIENCE INSIGHT ADVOCACY CUSTOMER FEEDBACK 22. RESILIENCE INSIGHT ADVOCACY Where do we start? 23. Business Operations 24. RESILIENCE INSIGHT ADVOCACY NEXT GENERATION CUSTOMER SERVICE * Awareness of person, problem, customer profile, assets state and/or condition, location, anomalies, business issues, threats, risks Analysis using data mining & business intelligence, determine anomaly to be acted on or ignored Alternatives use workflow to identify alternative courses of actions Actions integrate, leverage appropriate process , application, initiate actions, mitigate situation, capture opportunity 25. ADVOCACY MINDSETOffer the Best Product Intelligent Elegant Meets Needs Easy Delights 26. RESILIENCE INSIGHT ADVOCACY Product: Intelligent & ElegantProduct: Intelligent & Elegant 27. RESILIENCE INSIGHT ADVOCACY The Ability to Engage Others Deep, mutually beneficial, & voluntary. Built on a basis of likability, trustworthiness, & quality. In order to be successful, you have to go beyond transactions; sell them on your dream. (Guy Kawasaki) Practical: Duchenne, the smile that engages people Problem-solving: meet the need, make it easy, tee it up for people to be delighted, if possible. Proactive & Purposeful: Default mode is to advocate for the person you are serving. GUY KAWASAKI How to Engage and Enchant Your Customers 28. RESILIENCE INSIGHT ADVOCACY Where do we start? 29. If you want to build a ship, dont drum up the men to gather the wood, divide the work, and give the orders. Instead, teach them to yearn for the vast and endless sea. -- Antoine de St. Exupery 30. THANK YOU!