Does your IT department have a perception problem within your organization? As IT professionals, it’s easy to feel undervalued and under-appreciated by your peers throughout the organization. This may seem like an insurmountable issue, but with the right tools, you can quickly change minds while becoming more efficient!
Listen to the recorded webinar to learn how Shvonne Williams, Director of IT Services at MediFit Corporate Services, was able to turn around her team’s image and transform the IT department into a strategic business partner within the organization.
What you'll learn:
-Your “functional” reputation – why you should care & how you can improve it.
-Maximizing the impact of your ITSM Solution - The must haves and nice to haves when considering alternative solutions.
-Thinking beyond IT – Move beyond the “break-fix” perception and contribute to organizational goals.
Presenter:
Shvonne Williams, M.B.A.
Director of IT Services, MediFit Corporate Services
With more than ten years’ experience, Shvonne has implemented new systems to increase efficiency, enhance collaboration, and improve reliability and productivity. In her current position, Shvonne supports over 1,000 employees. With a passion to drive organizational change using technology, she was able to evolve the help desk from a group most tried to avoid to an employee-centric solutions center. Shvonne holds a Bachelor’s degree in Networking and Telecommunications and an MBA in Technology Management.
KL: Great. Let’s have another couple of slides after this that cover the key takeaways for the factors that enable “beyond IT” and the seamless user experience as well as one that talks about the idea that Medifit did more than implement a new ITSM solution (may be covered in slide 12…let’s discuss).
Started using Samanage and implementing new processes and grow and checking off the nice-to-haves
Service Management – something we never had before
Cross-functional use
Organization-wide service desk and solution center. Went from strictly limited to IT to other departments. Reach beyond walls of IT and use the tool with very little training, unified system for research and learning.
Payroll
HR & Recruiting could get seamless support through ticket system.
Benefits: Payroll got rid of shared email box
Improved efficiency – everyone’s using same tool
“Sorry about recreating requests and send it here” – one place, one source and info get to who it needs to get to
From user perspective, one self-service portal with same interface no matter which department need to submit ticket to, knowledge base and provided consistent area and tie right into Google Apps. And because use SSO with Samanage, don’t have to use another login. Get more info with very little effort.
Samanage is a global organization since inception and our Headquarters is based in Raleigh North Carolina, with an engineering center in Israel. We are backed by two prominent Israeli VCs and are at a stage where we are growing very quickly 250% every year. And we see an opportunity for us to grow even faster in our market in years to come.
As you can probably tell I’m a product geek, and the biggest compliment we get from our customers is that they love to use our product.
I truly believe that there is an opportunity for us to build a type of software that is focused on the people that are using it, and believe it or not, that’s a novel idea in our legacy industry.
But the thing that strikes a difference for us as a vendor is the service we provide our customers. It is tasty as a cookie [SMILE].
I like to think that we truly listen to our customers feedback and adapt quickly to enhance the solution to better meet their needs.