all you need to know to enter

©SDI 2013 www.servicedeskinstitute.com

All you need to know to enter

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Your Host

Tessa TroubridgeManaging Director - SDI

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Joining Tessa today

Adrian ChiffiCGI

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Today’s Goals• The 3 categories• How they work• Judging criteria • What judges look for• Top tips

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What do we reward?• IT Service & Support Awards 2014

• Best Service Desk• Best Small Desk• Best Large Desk

• Best Managed Desk• Best Vendor

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What are the prizes?• £1000 Best Large Desk• £1000 Best Small• £1000 Best Managed Desk • £500 to charity Best Vendor

A trophy

plus all that prestige!

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How do the awards work?

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Judging Criteria

• Leadership• Policy and Strategy• People Management• Resources

• Process• People Satisfaction• Customer Satisfaction• Performance Results• Social Responsibility

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Timings – the 2014 hot dates!Submission Deadline March 15Finalists notified 16 April Site Visits large and small desks 12-14 MaySite visit managed desk19-21 MayVendor interview panel 28 May

the BIG day 17 June 2014

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Site Visit?Interview?

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The Conference

17 and 18 June 2014Hilton Metropole - BirminghamThe 3 team finalists will participate in a live - on stage - finalists ‘’Question Time’ panel

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The Awards Dinner

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Why enter?

Back office functions often get overlookedWinning an SDI award: • Provides recognition and reward• Generates a positive team climate• Demonstrates that their people are valued and

recognised• Is a reason to be proud• Builds confidence

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Why enter?

• The process of writing the submission is satisfying• To learn about themselves and the business• The submission documents:

• what they do • what they don’t do• What they’ve done

• Produces a reference document• It’s a team building exercise

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• A real buzz on the desk• Morale rockets• A real sense of achievement• Promotes their success

• Tell their customers• Email footer• Poster

What’s the effect of winning?

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How long does a submission take?

How long is a piece of string?• Winners spend time

• 10 -14 man days not unusual, sometimes longer• Over a 3-4 month period

• Winners manage the project

But it’s worth it!

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How do they celebrate?• Team activities

• Day at the races• Dinner• Party – invite people from the business• Go-carting• WII

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Top Tips• Start at the beginning -

review the SDI standards• Involve the team and the

business• Create a plan • Allocate roles and

responsibilities• Give targets• Leave contingency time

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Top Tips• Use evidence• Document innovation• Document service

differentiation• Provide charts and pictures• Demonstrate the personality

of the desk

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Questions