bren boddy "what the heck did my cio just say?"

Bren Boddy Help Desk Manager

Exchange Bank

What the Heck did my CIO just say?

About me…

30 yrs Customer Service30 yrs Customer Service

Management experienceManagement experienceCreator of Super Help DeskCreator of Super Help DeskDisney FanaticDisney FanaticMotorcycle RiderMotorcycle Rider

A little about my companyFounded 1890400 employeesUnique OwnershipGolden Gate Bridge is part of our history

Community minded culture

About my Help DeskSingle Point of Contact for Internal SupportService Catalog:

New AccountsOperationsBank SecurityFacilitiesTelecomIT (Hardware/Software)ATM

Customer Service Driven Staff of 4 with 95 years Company experience

My team is HDI Certified

Our Mission Statement

Deliver exceptional customer service in a timely manner and keep our customers

performing at the highest level of productivity

My CIOStarted with the company in 1968 & always in IT

Old school: Punch cardsSwitchboard phone lineIBM 360 ComputerCall everyone for help

New School:VirtualizationVoIP iPadCall the Help Desk!

What 43 years in IT will do to you

…and he’s still smiling!

You’ve come a long way baby!

How to get to the CIO circa 2002

CIO

Application Support Manager

Project Manager responsible for the Help Desk

Help Desk Operations Manager

Talking the talk

The unknown (to me) language

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. Chat2. Email3. Phone4. Walkup

Source: 2010 HDI Practices & Salary Survey

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??

Good relationship = NO Surprises!

What do I care about?Giving excellent service 100% of the timeFCRGrowing knowledgeStaff burnoutTeamwork/cohesivenessBeing of value to the organization (job security)Uptime

We are the voice of the End User…

Figuring it out – Thanks Frank

Give ‘em candy, they will come

Get a seat a the BIG table How are you perceived?Brand YOUUse your natural talentsGet CLOUT!

Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”

How was I perceived?

Brand You

Use your natural talents

Clout…

• Knowledge Champion• Communication Central• People Connector• Crisis Manager• Queen of the CYA

Networking

Learning to ‘talk the talk’ with other like minded IT

Professionals

Where I go…HDI Connect LinkedINMashableTechWebCIO MagazineTwitter Feed I follow:

Hashtags: #custserv, #leadership, #management #ITIL #HDI #ITSM #SM

Business: @CNETNews, @techweb, @Gartner @thinkhdi @TechRepublic @wired

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.

Tying it together

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

Metrics on a Mission

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

This will always be a work in progress

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.

….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.

Where are we now?He asks me who is in my network that I can ask XYZ aboutDisaster Recovery Communication CentralManagement Committee - monthlyIT Division Meetings – bi-weeklySRJC Community College Advisory BoardI am a player at the big table (thank you Brenda

Iniguez!)

Take-awayFind a commonality between you and your CIO -

your ice breakerUnderstand 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?

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.

Questions?

Contact info:Bren Boddyboddyb@exchangebank.com707.524.3104@brenbt on Twitter