3. 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 Ekanger
Kristin Ekanger
– Sandy Seroskie
– Leroy Weekley
4. Today s Activities
Today’s Activities
• Agenda Review
g
• Visit vendors and fill up your ballot
p y
• Go to the HDI Capital Area table to redeem your
card for a raffle ticket to win prizes
p p g
• Our speakers will provide food for thought
• Network‐Network‐Network!
• Survey y
5. HDI Awards Call for Submissions!
HDI Awards – Call for Submissions!
• Each year, HDI awards the highest honors in the IT
service and technical support industry
d h l d
• These awards recognize support professionals at all
levels and as individuals, teams, and organizations
l l d d d l d
• View the different awards options and nominate
someone by going to:
b i
www.ThinkHDI.com/Membership/Awards
6. Help Desk Analyst & Desktop Support Technician
of the Year Call for Nominations
f h Y C ll f N i i
• Email the following information (by Oct 29th to
g ( y
presidentemeritus@hdicapitalarea.com
• 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 g
at the December 7th Awards Luncheon at Maggiano’s
featuring a keynote by Kirk Weisler
7. Call for HDI Manager of the Year
Nominations
• The Manager of the Year award will acknowledge
The 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
8. HDI Team Certified
• New level of recognition for support teams with at least 80%
of staff certified by HDI
y
• 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 Contact
Registration 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
9. FUSION 12 Conference & Expo
FUSION 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
opportunities, and super informational sessions
t iti d i f ti l i
• As HDI members, you save $200 on your FUSION 12
g , $ y
registrations, and an additional $100 if you’re conference
alumni
•
• Register at www. SMFusion12.com
10. 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
11. 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 more
– www ThinkHDI com/Join or call 800 248 5667
www.ThinkHDI.com/Join, or call 800.248.5667
12. 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: jay@rifenbary.com, website: www.rifenbary.com
13. 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
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14. 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
Rifenbary Training & Development Center
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15. 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.
Rifenbary Training & Development Center
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16. 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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17. 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: jay@rifenbary.com, website: www.rifenbary.com
Rifenbary Training & Development Center
-5-
18. Transform Your Service Desk
by Using Award-Winning Strategies
HDI Capital Area Chapter Meeting
Brad Trout, National Delivery Director
October 17, 2012
19. Who is Technisource?
Technology Talent and Services Provider
Leading service desk provider for 25 years
5 million interactions handled per year
1.8 millions users supported per year
We support 89 countries worldwide
2011 HDI Team Excellence Award Winner
20. Talking Points
Continual Service Improvement
How To Get Started with CSI
Low Hanging Fruit: First Call Resolution
Value of Improving FCR
Customer Satisfaction
C S i f i
Key Metrics
Self Service
3
21. Continual Service Improvement
CSI improves effectiveness and efficiency
of IT services to better meet business
needs
– Effectiveness
• Reduce number of errors
• Increase FCR
– Efficiency
• Reduce time to resolve or repair
• Move resolution to a lower cost point
p
• Handle increased workload with same
resources
4
22. Business Benefits From a CSI Program
• Increase FCR
Improve Business
• Reduce cycle time to repair or configure
Productivity hardware/software
Increase C t
I Customer • Users want to have the best experience
Satisfaction possible
• Process
Innovation • Technology
Reduce Cost of • “Shift Left” philosophy
Support • Improve efficiencies
5
23. How to Get Started with CSI
What is the Business vision, Target Areas:
mission, goals and
vision?
objectives
bj ti
• KPIs
FCR
Escalated
Where are we Baseline
now?
Incidents
assessments
Top T
T Ten
Incidents
Where do we Set measurable &
want to be? achievable targets • Root Cause
Analysis
A l i
How do we get • Change
Service & process
there? improvement action Management
meetings
Did we get Measurement • Client meetings
there? & metrics
• Team meetings
6
24. FCR is a Great Place to Start!
“SHIFT LEFT” STRATEGY
FCR Improvement has
business power: Knowledge Management
– Maintain or Reduce
Support Costs Service Desk
– Enhance Business Desktop Support
Productivity
y
Shift Left
Increasing Support Costs & Impact
25. The Value of FCR:
Demonstrating Results from Improving FCR
g p g
What if you could increase FCR Month Annually Ask HR for Burdened
FCR increases to: 70% 70% Cost Per Employee
FCR Total Improvement: 10% 10% Or estimate $25/hour
Additional Calls Resolved 100 1,200
Additional Business
Productivity (hours)
y( ) 100 1,200
,
Business Productivity Savings 2,500 30,000
Support Cost Savings 6,200 74,400
Customer Satisfaction
Improvement 1% 6%
26. Why is Customer Satisfaction Becoming
So Important?
Customer Satisfaction is becoming a TOP focus area!
From HDI’s 2011 Customer
HDI s Why?
Satisfaction Benchmarking Report: – The Service Desk is:
82% of support centers are measuring • the primary face of IT
customer satisfaction in some fashion… 66% • IT’ l d i “fi
IT’s leader in “first
send incident-based surveys to their impressions are lasting
customers after closing incidents. impressions” chain
– Consumerization shows
users various points of
comparison and options for
support
– Encourages usage of Level
1 vs. more expensive
and/or informal support
channels
9
27. What Technisource Clients are Saying
“We want to move the focus
onto the customer experience.”
t th t i ”
“CustomerService MUST encompass the
end-to-end processes throughout IT support at all levels.”
“The statistics tell part of the story, the
customer tells us what really matters.”
10
28. Today’s Key Metrics
Do we really need all those reports?
y p
Today many desks measure many metrics
– Can 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 st ateg c
ees evel esou ces o e strategic
• Leads to better Service Desk usage which frees the
“informal” support network
• Enhances end user productivity by getting them back to
task more quickly
11
29. Self Service
Use Self Service carefully or risk backlash
Sel Se v ce ca e ully o s bac las
Giving 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 afterthought
Requires dedicated focus to create/maintain user friendly and time tested knowledge
The tool is important in shaping user perceptions
12
30. Self Service Results May Vary…
“Millenials” are highly
Millenials
“Gen-Xers”
“G X ” are also very
l
connected, tech savvy,
self-reliant, and tend to
and want self service
prefer self-service
options
Highly technical
“Baby Boomers,” individuals (engineers,
typically want personal scientists, IT) tend to
(
(telephone) interaction
p ) want options dependent
p p
upon the situation
Therefore, Service D k need multiple modalities.
Th f S i Desks d lti l d liti
13
31. CSI Keys to Success
Look for
Benchmark Small Wins
Good Current First
Dedicated & State
Independent Executive Staff Baseline Communicate
y
Buy-in • FCR
Buy in
Buy-in Data and • KPIs and Success!
CSI “Owner” Reporting Costs •CCustomer
Satisfaction
14
32. The Technisource CSI Journey
Read my article in the September/October 2011 issue
of HDI’ S
f HDI’s SupportWorld magazine
tW ld i
15
