Professional Development & Vendor Fair

Thank You toToday’s Vendor Sponsors!Today s Vendor Sponsors!

October 2012

Elect Leadership Event Contributors• AFT

– Paulette Foxx‐Dawodu & Waleed Dockery• Vendor Sponsors• Speakers• Attendees• Capital Area Officers & Event Committee

– Joan O’Hare– Joan O Hare– Jose Garcia– Carol Fester– Bill Liberti– Earl Brake– Earl Brake– Jerry Byers– Robert Stanley– Heather Donnelly– Kristin EkangerKristin Ekanger– Sandy Seroskie– Leroy Weekley

Today’s ActivitiesToday s Activities

• Agenda Reviewg

• Visit vendors and fill up your ballot

• Go to the HDI Capital Area table to redeem your p ycard for a raffle ticket to win prizes

• Our speakers will provide food for thoughtp p g

• Network‐Network‐Network!

• Surveyy

HDI Awards – Call for Submissions!HDI Awards Call for Submissions!

• Each year, HDI awards the highest honors in the IT d h l dservice and technical support industry

• These awards recognize support professionals at all l l d d d l dlevels and as individuals, teams, and organizations

• View the different awards options and nominate b isomeone by going to:

www.ThinkHDI.com/Membership/Awards

Help Desk Analyst & Desktop Support Technician f h Y C ll f N i iof the Year Call for Nominations

• Email the following information (by Oct 29th to g ( [email protected]

• Help Desk Analyst and/or Desktop Technician's Name

– Company

– A paragraph describing the individuals achievements (why you are nominating them)(why you are nominating them)

– Manager's name and contact information

– Nominating Managers and Analysts will be our guests g g y gat the December 7th Awards Luncheon at Maggiano’sfeaturing a keynote by Kirk Weisler

Call for HDI Manager of the Year Nominations

• The Manager of the Year award will acknowledgeThe Manager of the Year award will acknowledge and honor a great leader, a Service and Support Manager who has been in his or her current management role for the past 12 months, supporting any ‐ or all ‐ IT services within his or her organization.

• Applications due October 31st

HDI Team Certified• New level of recognition for support teams with at least 80%

of staff certified by HDIy

• Yearly award includes recognition in HDI publications and a crystal award to display on‐site

$• Application fee of $150 (collected after team qualification has been verified)

• Registration is available at ThinkHDI com/HDITC ContactRegistration is available at ThinkHDI.com/HDITC. Contact your account manager or the Customer Care Center for assistance

• Watch for more information in upcoming mail, newsletters, and emails

FUSION 12 Conference & ExpoFUSION 12 Conference & Expo• itSMF USA and HDI’s annual event kicks off this year in Dallas,

TX, from October 29–31! ,

• FUSION 12 features fantastic pre‐conference workshops, incredible keynote speakers, spectacular networking

t iti d i f ti l iopportunities, and super informational sessions

• As HDI members, you save $200 on your FUSION 12 registrations, and an additional $100 if you’re conference g , $ yalumni

•

• Register at www.SMFusion12.com

The HDI Buyer’s Guide Is Now Open!The HDI Buyer s Guide Is Now Open!

• HDI is thrilled to announce the launch of the brand‐new HDI Buyer’s Guide, aimed at helping guide products and services to the people who need them

• Enter comments, provide feedback, and rate the featured products

• Visit www.HDIConnect.com/Buyers‐Guide

Not a Member? Join Today!Not a Member? Join Today!

• Become a Bronze member for just $10!j $

• Visit the HDI Capital Area table to learn morewwwThinkHDI com/Join or call 800 248 5667– www.ThinkHDI.com/Join, or call 800.248.5667

No Excuse! An Action Plan For Success

Incorporating Core Values, Accountability, and Balance into Your Life and Career

Jay Rifenbary, Speaker

Rifenbary Training & Development Center 12 Bog Meadow Run * Saratoga Springs, NY 12866

800-724-0845 * 518-587-6411 * fax 518-587-6411 * cell 518-573-4709 E-mail: [email protected], website: www.rifenbary.com

No Excuse! - An Action Plan for Success – Developing Your Core Introduction

No More Excuses Have you every heard yourself or anyone else make these excuses? . I don’t have time. . It’s not my responsibility. . I’m all stressed out. . It’s not my fault. . Don’t blame me. . It’s your entire fault. . My wife (husband) won’t let me. . I can’t handle it. . If only I had motivated people. . I can’t change the situation. . We’ve always done it that way. . It won’t work. . And....on and on and on......... If you are sick and tired of people whining, “No Excuse! An Action Plan For Success” is a program worth investing in. “No Excuse!” validates for many of us that certain principles and skills still matter when it comes to the success of both our personal and professional lives. “No Excuse!” is built on a solid foundation of core values, self-responsibility, integrity and purpose. Principles such as self-control, personal respect, forgiveness, passion, and attitude are just a sampling of other ideas in the “No Excuse” program. Having a greater understanding of the importance of consistency in behavior, decisiveness, and personal honesty will enhance an individual's productivity and efficiency in the work place. Ultimately this contributes to the overall atmosphere and productivity of the organization. “No Excuse!” contributes to an individual's ability to lead, manage, sell and most importantly set a positive and professional example for themselves and others.

Rifenbary Training & Development Center -1-

No Excuse! - An Action Plan for Success – Developing Your Core Incorporating Core Values, Accountability and Balance into Your Life and Career

Core Values Define core values for your employees and family members. What do you stand for? What are your core values? Accountability Reason versus excuse: An excuse is when the same reason becomes habitual. Core values hold people accountable. It is our choice to determine how we behave. Accept no excuses from yourself or anyone else. Everything we have ever thought about goes back to accountability. Personal Honesty Needs and fears create the foundation for our decision-making. Integrity Consistency in behavior: We must know what our core values are. The foundation of integrity is morality. Define morality as how I treat another human being -- with dignity and respect. Characteristics of Effective Leaders Why do people follow you? What are the leadership characteristics that inspire people to follow you? Leaders must define their core values. Leaders must effectively communicate them. Define Success What do you want to be remembered for? Am I living the life I want to be remembered for? Success is the journey and that journey should be a reflection of who we are (personal honesty). What we want to be remembered for is the end of that journey. You make a living by what you get; you make a life by what you give. Purpose How do you motivate people? You make people feel valued - People versus Personnel. What am I suppose to be? What am I about? The Foundation Of No Excuse

• Accountability • Integrity • Defining Success • Purpose


No Excuse! - An Action Plan for Success – Developing Your Core Thesaurus: Your Staircase To Success

Totally Forgive Self, Others, Environment. Lack of forgiveness is portrayed through behavior; those behaviors are destructive and lead to a break down in communication - efficiency - productivity - profitability / Behaviors: Drainoid, Self-Indulger, Abuser. Have Self Esteem Self Esteem is the self-respect that one has for themselves. It is earned not given. It is earned by acting on an understanding of core values, which in turn allows oneself to hold themselves more accountable and personally honest. Elevate Your Attitude & Enthusiasm Attitude is one's latitude and longitude in life. The first impression is critical. Sustain Self Control The first true test of one's core values, how do you perform under pressure? Professionalism is defined as emotional patience. Always Be Honest / Always Dream & Set Goals Goals - What do you look forward to? Upgrade Your Knowledge / Understand People There is a connection between the ability to communicate and level of success achieved. Knowledge is the fuel of No Excuse! Remember To Honor Family & Friends When all is said and done who truly defines how successful you have been? Upraise Your Determination Conflict between desire and risk. Learn to become more accepting than expecting, not accepting of behaviors that violate one's values, but accepting of what makes others wonderful. Succeed and Balance Your Life Be eager to go to work, and eager to go back home. Balance your life.


No Excuse! - An Action Plan for Success – Developing Your Core Lessons Learned

Why you need to forgive and how to do it so you can move-on.

How to live a self-esteem lifestyle for greater happiness and success.

How to elevate your attitude and enthusiasm so you can be more productive and inspire others.

How to sustain self-control for personal and professional excellence.

How to always be honest with yourself and others for utmost integrity.

Why you need a dream, how to discover it and set goals to achieve it.

How to upgrade your knowledge and skills to get the results you want.

How to understand people and personalities for more effective communication and leadership ability.

How to honor your family and friends for personal happiness and joy.

How to upraise your determination to make your dreams come true.

Over 100 quotes and affirmations for inspiration to keep going.

How to truly succeed for a happy, fulfilling, and well-balanced life.

You Can Be A No Excuse person!

Rifenbary Training & Development Center

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No Excuse! - An Action Plan for Success – Developing Your Core Jay Rifenbary - Background

Jay Rifenbary is president of the Rifenbary Training & Development Center, and author of the bestseller, “No Excuse! - Incorporating Core Values, Accountability and Balance into Your Life and Career”, awarded “Book of the Year” by the North American Book Dealers Exchange; and his new release “True To Your Core – Common Sense Values for Living Life to Its Fullest. Jay is a professional speaker, trainer and consultant and for the last 19 years has provided his expertise in the areas of personal development, leadership, and communication training to organizations, associations and schools in all 50 states, Canada, Puerto Rico, Europe and Asia. Jay received his Bachelor of Science degree from the United States Military Academy at West Point, with a concentration in Nuclear Physics. From being a former qualified Airborne/Ranger, Military Commander, Sales Professional, Corporate Manager and Entrepreneur, Jay brings a unique background of interpersonal skills and business experience to each of his training and speaking engagements. Jay’s community leadership includes a board member of the Saratoga Springs City School District Board of Education, President of the Board of Directors for the Friends of the NYS Military Museum, and a member of the 20th Congressional District Service Academy Selection Committee. Jay is also a columnist for the local Saratogian newspaper. A previous All-American swimmer, Jay is an avid sports enthusiast and enjoys the challenges of biking, hiking, scuba diving, rock climbing, and downhill skiing. He and his wife, Noni, have two children Nicole 28 and Jared 24 and they reside in Saratoga Springs, New York. Jack Canfield, Best Selling Author of “Chicken Soup for the Soul”, said of “No Excuse!” that, Jay has given the world a most generous gift. Anyone who applies the “No Excuse!” philosophy can create the life they want and make a difference.

Rifenbary Training & Development Center 12 Bog Meadow Run * Saratoga Springs, NY 12866

800-724-0845 * 518-587-6411 * fax 518-587-6411 * cell 518-573-4709 E-mail: [email protected], website: www.rifenbary.com


Transform Your Service Deskby Using Award-Winning Strategies

HDI Capital Area Chapter MeetingBrad Trout, National Delivery Director

October 17, 2012

Who is Technisource?

Technology Talent and Services Provider

Leading service desk provider for 25 years5 million interactions handled per year5 million interactions handled per year1.8 millions users supported per yearWe support 89 countries worldwide

2011 HDI Team Excellence Award Winner

Talking Points

Continual Service Improvement

How To Get Started with CSI

Low Hanging Fruit: First Call ResolutionLow Hanging Fruit: First Call Resolution

Value of Improving FCR

C S i f iCustomer Satisfaction

Key Metrics

Self Service

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Continual Service Improvement

CSI improves effectiveness and efficiency of IT services to better meet business needs

– Effectiveness – Effectiveness • Reduce number of errors • Increase FCR

– Efficiency • Reduce time to resolve or repair• Move resolution to a lower cost pointp• Handle increased workload with same

resources

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Business Benefits From a CSI Program

• Increase FCRImprove Business • Reduce cycle time to repair or configure

hardware/software

Improve Business Productivity

I C t • Users want to have the best experience possible

Increase Customer Satisfaction

• Process• TechnologyInnovation

• “Shift Left” philosophy• Improve efficiencies

Reduce Cost of Support

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How to Get Started with CSI

What is the vision?

Business vision, mission, goals and bj ti

Target Areas:• KPIs

Where are we now?

objectives

Baseline assessments

FCREscalated IncidentsT T

Where do we want to be?

Set measurable & achievable targets

assessmentsTop Ten Incidents

• Root Cause A l i

Service & process improvement action

How do we get there?

Analysis

• Change Management

Measurement & metrics

Did we get there?

meetings

• Client meetings

• Team meetings

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• Team meetings

FCR is a Great Place to Start!

FCR Improvement has “SHIFT LEFT” STRATEGY

business power:– Maintain or Reduce

Support Costs

Knowledge Management

Support Costs– Enhance Business

Productivity

Service Desk

Desktop Support

y

Shift Left

Increasing Support Costs & Impact

The Value of FCR:Demonstrating Results from Improving FCR g p g

What if you could increase FCR Month AnnuallyFCR increases to: 70% 70%

Ask HR for Burdened Cost Per Employee

FCR Total Improvement: 10% 10%Additional Calls Resolved 100 1,200Additional Business Productivity (hours) 100 1,200

Cost Per EmployeeOr estimate $25/hour

y ( ) ,Business Productivity Savings 2,500 30,000Support Cost Savings 6,200 74,400Customer Satisfaction Improvement 1% 6%Improvement 1% 6%

Why is Customer Satisfaction Becoming So Important?

Customer Satisfaction is becoming a TOP focus area! From HDI’s 2011 Customer Why?

82% of support centers are measuring

From HDI s 2011 Customer Satisfaction Benchmarking Report:

Why?– The Service Desk is:

• the primary face of IT IT’ l d i “fi customer satisfaction in some fashion… 66%

send incident-based surveys to their customers after closing incidents.

• IT’s leader in “first impressions are lasting impressions” chain

Consumerization shows – Consumerization shows users various points of comparison and options for supportsupport

– Encourages usage of Level 1 vs. more expensive and/or informal support

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and/or informal support channels

What Technisource Clients are Saying

“We want to move the focust th t i ”

“Customer Service MUST encompass the

onto the customer experience.”

Customer Service MUST encompass the end-to-end processes throughout IT support at all levels.”

customer tells us what really matters.”“The statistics tell part of the story, the

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Today’s Key MetricsDo we really need all those reports?y p

Today many desks measure many metrics– Can be unclear as to why a metric is measuredCan be unclear as to why a metric is measured

Customer Satisfaction and First Call Resolution– Tightly coupled metrics: Industry data confirms that

higher FCR leads to higher customer satisfaction (source: MetricNet)

– FCR drives other important metrics:• Reduces overall TCO for IT • Reduces end user calls for status • Frees Level 2 & 3 resources to be more strategicees evel & 3 esou ces to be o e st ateg c• Leads to better Service Desk usage which frees the

“informal” support network• Enhances end user productivity by getting them back to Enhances end user productivity by getting them back to

task more quickly11

Self Service

Use Self Service carefully or risk backlashUse Sel Se v ce ca e ully o s bac lasGiving users knowledge to access to solve their own issues can be risky

Risky when used as a cost containment model ONLY

Highly effective as supplement to traditional Service Desk

Cannot be an afterthoughtRequires dedicated focus to create/maintain user friendly and time tested knowledge The tool is important in shaping user perceptions

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The tool is important in shaping user perceptions

Self Service Results May Vary…

“Millenials” are highly “G X ” l Millenials are highly connected, tech savvy, and want self service

options

“Gen-Xers” are also very self-reliant, and tend to

prefer self-service

Highly technical “Baby Boomers,”

typically want personal (telephone) interaction

Highly technical individuals (engineers, scientists, IT) tend to

want options dependent ( p ) p pupon the situation

Th f S i D k d lti l d liti

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Therefore, Service Desks need multiple modalities.

CSI Keys to Success

Dedicated & Independent Executive

Buy-inStaff

Buy-in

Good Baseline Data and

Benchmark Current State• KPIs and

Look for Small Wins First • FCR

C

Communicate Success!

CSI “Owner”Buy in y Data and

ReportingKPIs and Costs • Customer

Satisfaction

Success!

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The Technisource CSI Journey

Read my article in the September/October 2011 issue f HDI’ S tW ld iof HDI’s SupportWorld magazine

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Thank you!

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