About the Program You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away! Learn how to: - Assess the quality of your current support - Utilize in-house resources to tailor and deliver a comprehensive training program - Leverage knowledge management - Enforce policies to ensure information is retained and utilized

1. March 22, 2019
Welcome!
March 2019
Networking Event and
Presentation

2. Thank you 2019 Sponsors!

3. HDI
Capital Area
Officers
Bill Liberti, President
LaTonya Morgan, VP Programs
Monica Morrison, VP Program Logistics
Christie Shell, VP Membership
Kristin Ekanger, VP Finance
Erica Hanna, VP of Communications
NJ Robinson, VP Sponsorship
Cecil Spence, Secretary
Travis Johnson, AVP Membership
Lee Weekley, Chapter Advisor
Sandy Seroskie, Chapter Advisor
Virginia Scuderi, Leadership Council

4. HDI Local Chapter Membership 2019
Watch for news on becoming a member of
our local chapter!

5. What’s Hot at HDI: Open Community
Welcome to the New HDI Community!
Have you heard? The HDI membership community is now complimentary! If you haven’t
joined yet, what are you waiting for? For ZERO dollars, you gain access to:
✓ HDIConnect – Check out the new look and features!
✓ Practices & Salary Reports
✓ Monthly research, toolkits and trend reports
✓ Additional discounts to events and training
✓ Also be sure to learn more about HDI’s Local Chapter network and membership!
ThinkHDI.com/community
*All paid members will continue to receive access to their benefits,
like member-only discounts, until your membership expires.

6. What’s Hot at HDI: Events!
Upcoming HDI Conferences
• HDI Conference & Expo ⎹ April 7-12, 2019 ⎹ Orlando, FL – Omni Rosen ⎹ Register at www.HDIConference.com
– Reminder: Current HDI Members still receive their $200 discount
– Paid Local Chapter Members receive a $150 discount and their local chapter receives $50 for your
registration! Contact your local chapter for the registration code.
– Announcing keynote speaker: Robert Van Winkle, a.k.a Vanilla Ice! Learn about his ultimate evolution, and
yes, he will be performing at the conference party!
• Service Management World⎹ Save the date: October 15-17, 2019 ⎹ Orlando, FL – Championsgate⎹
www.smworld.com

7. What’s Hot at HDI: Webinars!
Upcoming HDI Webinars
• Tuesday, April 23, 2019 • 1:00pm–2:00 pm ET
– Supporting Distance Learners Through Remote Support: The SNHU Story
– Speakers: Roy Atkinson and Michael O’Leary

8. What’s Hot at HDI: Training!
HDI Training
• Start the year out by investing in you and your team!
• Visit ThinkHDI.com to view HDI’s current training schedule
• Current HDI Members received a $100 discount on public, virtual
training, and pre-conference training
• Paid HDI Local Chapter Members receive a 5% discount on all
registration based training
• The local chapter for these paid members receives $50 for every
public, virtual or pre-conference registrant and $25 for every online
training registrant
• Be sure to use your local chapter code!

9. • Support Center Analyst (SCA) and Customer Service Representative (CSR):
Update Now Live!
• NEW – Desktop & Advanced Support Technician: Completely updated to focus on the
emerging/transitioning role of desktop and advanced tiers/levels. (Virtual & Public
Release – end of February)
• Technical Support Professional: NEW & Adding Certification: Advanced Trouble Shooting
and Problem Solving: Q2 Release
• Service Management Portfolio: Added Service Management Optimization (SMO) Course,
Incident, Change, Service Level, ITIL 4 – Plus Consulting!
• Coaching Course: Updated Coaching Course coming soon
• Support Center Strategy: Updated Course coming soon
• Director/Manager/Team Lead Courses: Undergoing revisions in 2019
What’s Hot at HDI:
New Courses & Capabilities

10. Agenda
12:00 noon to 12:30 PM –
Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM –
Survey, Prize Drawing
2:00 PM – Meeting Ends

11. Today’s
Program
Next Step Quality: 5 Steps to Increasing Service
Desk Effectiveness
You may have a great team of professional, courteous, customer-
service oriented analysts, but that doesn't mean they'll always
know how to resolve an issue. In today’s interactive presentation
we’re going to discuss the many obstacles to service desk
effectiveness and strategies for overcoming them. You will leave
motivated to begin implementing these strategies and increasing
quality on your service desk right away!
Key takeaways for attendees:
Learn how to:
• Assess the quality of your current support
• Utilize in-house resources to tailor and deliver a
comprehensive training program
• Leverage knowledge management
• Enforce policies to ensure information is retained and utilized

12. Our
Speakers
Monica Morrison
Monica Morrison is a dynamic, passionate leader with remarkable strategic
vision and focus on customer satisfaction, process improvement, and
solutions implementation. She has more than 23 years of experience
implementing ITSM best practices that have improved service delivery and
support in large companies as well as nonprofit organizations. Monica has
extensive experience coaching and mentoring individuals and building strong,
cohesive teams that achieve results. She holds ITIL and HDI Support Center
Manager certifications and currently serves as the VP of Program Logistics
for the HDI Capital Area chapter.
LaTonya Morgan
LaTonya Morgan is a certified Project Management Professional with more
than 12 years of experience leading and managing IT professionals on
government contracts. She has successfully established help desks from the
ground up, including several ticketing tool implementations and transitions.
She's well known for her ability to improve staff performance and build strong,
high-performing teams. She is also ITIL-certified, which facilitates her
establishment of well-defined policies and procedures. LaTonya currently
serves that the VP of Programs for the HDI Capital Area Chapter.

13. HDI Capital Area Presents:
Next Stop Quality:
5 Steps to Increasing Service Desk
Effectiveness
March 22, 2019 | 12:00 – 2:00pm
Beyond 20 | 1325 G Street NW | Suite 1020 | Washington, DC

14. Speaker Bios
Monica Morrison
• Twenty-four years of ITSM experience
• Customer service advocate
• Focus on process improvement, team building, and solutions
implementation
• ITIL and HDI certified
• VP of Program Logistics for the HDI Capital Area local chapter
LaTonya Morgan
• Twelve years of experience leading IT professionals
• Focus on establishing help desks from the ground up
• Well know for improving staff performance and teambuilding
• PMP and ITIL certified
• VP of Programs for the HDI Capital Area local chapter

15. Great Service Desk Team…
….But lacking many of the necessary skills to resolve customer issues
Courteous
Professional
Customer-Service Oriented
Great ASA
Low Abandon Rates
Friendly
Prompt

16. Step #1: Measure and Assess
Surveys
Metrics
Stakeholder Feedback
“If you can’t measure it, you can’t improve it.”

17. Step #2: Tailor a Training Plan
“Training is never urgent, but it’s always necessary”
Every organization is different
Find what your pain points are
Think about what quality looks like for
YOUR team
Base your training on that

18. Lack of knowledge on…
How to request services
Who is responsible for what
How to properly categorize tickets
Troubleshooting steps to take before
escalating to other teams
Intermediate/advance technical
troubleshooting

19. Top Service Desk Complaints

20. Example of a Good
Service Desk Training Plan
How to submit requests
Ticket Categorization and
Assignment
Common Support Issues
Network Troubleshooting
SOPs for Incident Management

21. “An investment in knowledge pays the best return.”
Don’t try to create a training
plan by yourself
Partner with and solicit help
from other Technical managers
as well as your Tier 2 staff
Technical managers will be more
than happy to train Service Desk
staff because of the Return on
Investment in time saved for
their teams
Get Others to Help

22. Step #3: Leverage
Knowledge
Quick reference guides and detailed documentation
How-to documentation for submitting requests
Where-to documentation for ticket assignments
Troubleshooting documentation
Common support issues
Create a Knowledge Base in your ITSM tool or
SharePoint site
Have your Analysts create and update articles as part
of their job duties
“Knowledge is the new capital, but it’s worthless
unless it’s accessible, communicated, and enhanced.”

23. Step #4: Enforce Policies
Mandatory questions about knowledge
usage on incident forms
Checks by Tier 2 for escalated tickets
SOPs for incident management and
request fulfillment
Ticket audits to ensure and enforce policy
compliance
Ultimately have performance ratings and
reviews tied into policy adherence
“People don’t do what you expect, they do what you inspect.”

24. Step #5: Measure and
Assess Again and Again
Since improvement is continual, once
you have created your training plan,
trained your team, and established a
knowledge management system, you
should continually measure and
assess.
You should begin to see a significant
improvement in customer satisfaction
as you continue to improve the quality
of your service desk.

25. • Tailor a Training Plan
• Every organization is different
• Find your pain points
• Think about what quality
looks like for your team
• Base your training on that
• Leverage Knowledge
• Create quick reference guides
and detailed documents
• Keep them in ITSM Tool or
SharePoint site
• Have Analysts create and
update articles
• Enforce Policies
• Make knowledge use
mandatory through ITSM
• Perform checks on escalated
tickets
• Tickets audits to ensure and
enforce policy compliance
• Tie performance ratings and
reviews to policy adherence
1 2 3
Key Takeaways

26. QUESTIONS?

27. Thank you for attending!
Monica Morrison is ITSM Process Manager for CareFirst BlueCross BlueShield.
She has more than 20 years of ITSM experience, implementing industry best
practices that improved service in large companies and nonprofit organizations.
She has experience coaching, mentoring, and building cohesive teams. Monica
is a high-energy, passionate leader with remarkable strategic vision and focus
on customer satisfaction, process improvement, team building, and solutions
implementation. She holds ITIL and HDI certifications, and currently serves as
VP of Program Logistics for the HDI Capital Area local chapter.
Contact me at monicamd_2000@yahoo.com
LaTonya Morgan is a certified Project Management Professional with more
than 12 years of experience leading and managing IT professionals on
government contracts. She has successfully established help desks from the
ground up, including several ticketing tool implementations and transitions.
She's well known for her ability to improve staff performance and build strong,
high-performing teams. She is also ITIL-certified, which facilitates her
establishment of well-defined policies and procedures. LaTonya currently serves
as the VP of Programs for the HDI Capital Area local chapter.
Please fill out a survey for a
chance to win prizes!!!