An IT Service Ecosystem:A Holistic Approach

Stephen V. Wade, PresidentGeoff Duke, Vice President Strategies & Service Delivery

The Kemtah Group, Inc.

IT Service Metrics

• Speed to Answer / Response Time

• Mean Time to Resolution / Repair

• Server and Application Uptime

• Network Latency

The Most Important Metric

• Customer Satisfaction

Quality Components

Dependability and accuracy, like a utility

Knowledge and courtesy -trust and confidence inpeople and systems

Appearance

Willingness to help –prompt service

Care and individualizedattention

Perception and Expectation

Perception and ExpectationPerception and Expectation

Components of the User Experience

Availability/Speed

DesktopInteractions

Applications

Customer Experience

Availability/Speed

DesktopInteractions

Applications

Customer Experience

Traditional Strategy

Problem Avoidance

&Training

Problem Avoidance

&Training

eSupporteSupport

Help Desk & Field ServicesHelp Desk &

Field Services

New Strategy

Problem Avoidance

eSupport

Field Services /

Service Desk

Problem Avoidance

&Training

Problem Avoidance

&Training

eSupporteSupport

Help Desk & Field ServicesHelp Desk &

Field Services

Traditional Strategy

New Strategy

Problem Avoidance

eSupport

Field Services /

Service Desk

eSupport

New Strategy

New Strategy

Field Services /

Service Desk

What Does It Take

IT Culture andOrganization

Workflow andProcess

Tools

Game Changer: Web 2.0

• Connecting – Communicating – Collaborating– Creating an aligned “Tribe”

• Knowledge Centered Support– Compelling place to capture ALL interactions

– Leads to e-support / self service

• Right Problem– Right Person (Help for the Help Desk)– Connections facilitate solutions

• Collaboration & Community = Visibility & Accountability

Case Study – IM at the Service Desk

• Large healthcare organization. Is a not-for-profit system of hospitals, a health plan, and a growing medical group.

• 7 Hospitals, 30 Clinics, 490 Physicians, 450,000 Members

• 9500 Employees

• 6500 Workstations

• 425 Applications

• 450 Servers + Mainframe

• 17,000 Telephones / Lines

• 12,000 Network Ports

Objectives

• Improve communication between agents

• Use the whole IT team to solve problems faster

Online Chat

Results

• Collaborative Problem Solving

• Knowledge Creation

• Situational Awareness

Questions ?Thank You