1. What the Heck did my CIO
just say?
Bren Boddy
Help Desk Manager
Exchange Bank
2. About me…
30 yrs Customer Service
Management experience
Creator of Super Help Desk
Disney Fanatic
Motorcycle Rider
3. A little about my company
Founded 1890
400 employees
Unique Ownership
Golden Gate Bridge is part of our
history
Community minded culture
4. About my Help Desk
Single Point of Contact for Internal Support
Service Catalog:
New Accounts
Operations
Bank Security
Facilities
Telecom
IT (Hardware/Software)
ATM
Customer Service Driven Staff of 4 with 95 years
Company experience
My team is HDI Certified
5. Our Mission Statement
Deliver exceptional customer service in
a timely manner and keep our
customers performing at the highest
level of productivity
6. My CIO
Started with the company in 1968 & always in IT
Old school:
Punch cards
What 43 years in IT
Switchboard phone line will do to you
IBM 360 Computer
Call everyone for help
New School:
Virtualization …and he’s still smiling!
VoIP
iPad
Call the Help Desk!
11. Most Requested Metrics
Average Speed to Answer
Abandonment Rate
Response time for email
Average number of email exchanges to resolve an
incident
First call resolution rate
Fully burdened cost per incident
1. Chat
2. Email
3. Phone
4. Walkup
Source: 2010 HDI Practices & Salary Survey
12. What does my CIO care about?
Being informed…no surprises!
Acknowledging the call quickly and meeting the
original target date while communicating with the
customer until the call is complete.
Completing the service the first time…no reopened
calls.
Uptime
What about my metrics??
14. What do I care about?
Giving excellent service 100% of the time
FCR
Growing knowledge
Staff burnout
Teamwork/cohesiveness
Being of value to the organization (job security)
Uptime
We are the voice of the End User…
17. Get a seat a the BIG table
How are you perceived?
Brand YOU
Use your natural talents
Get CLOUT!
Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”
24. Keeping updated…
Local HDI Chapter Meetings
Software User Group meetings
Industry Publications
Webinars
Share what you learn!
Your CIO keeps up on trends in the industry and you should too.
Remember to bridge the gap daily because you have a very valuable
perspective: your Customers.
26. Metrics on a Mission
Mission Statement
+ CSF (Critical Success Factor)
+ KPI (Key Performance Indicator)
= $$$ savings
Now I’m speaking his language!
Source: Malcolm Fry The Power of Metrics for Optimal ITSM Performance 2011
27. Translation:
Mission Statement: Deliver exceptional
customer service….keep our customers
performing at the highest level of productivity
+ CSF: Resolve incidents as quickly as possible
minimizing impacts to the business
+ KPI: Percentage of incidents closed by the
Help Desk without reference to other levels of
support
= $$$ Savings! Fewer calls to second level
29. For the CIO…
He gets metrics he needs, he knows
he’s one of the first to know when
we have downtime (CYA), he has
an understanding from the End
User perspective.
30. ….and for me?
I now have a CIO I can talk to about
projects, ideas, and department
issues. There is still a layer of
management between us, but I
have a direct line to him when
necessary.
31. Where are we now?
He asks me who is in my network
that I can ask XYZ about
Disaster Recovery Communication
Central
Management Committee - monthly
IT Division Meetings – bi-weekly
SRJC Community College Advisory
Board
I am a player at the big table (thank you Brenda Iniguez!)
32. Take-away
Find a commonality between you and your CIO - your ice
breaker
Understand what language they are speaking and learn
key phrases – ROI? TCO?
Align your goals with the company’s goals – be strategic
but remember to speak from the end user perspective
Get your foot in the door of projects – your feedback can
sometimes make or break a project
Discover your value and report on it – Communication?
DR? Problem Management?
33. After all of this…..
Meet Rich. He’s my new CIO. He started two weeks ago
so I’m going to do this all over again.