1. What the Heck did my CIO
just say?
Bren Boddy
Help Desk Manager
Exchange Bank

2. About me…
 30 yrs Customer Service
Management experience
 Creator of Super Help Desk
 Disney Fanatic
 Motorcycle Rider

3. A little about my company
 Founded 1890
 400 employees
 Unique Ownership
 Golden Gate Bridge is part of our
history
 Community minded culture

4. About my Help Desk
 Single Point of Contact for Internal Support
 Service Catalog:
 New Accounts
 Operations
 Bank Security
 Facilities
 Telecom
 IT (Hardware/Software)
 ATM
 Customer Service Driven Staff of 4 with 95 years
Company experience
 My team is HDI Certified

5. Our Mission Statement
Deliver exceptional customer service in
a timely manner and keep our
customers performing at the highest
level of productivity

6. My CIO
Started with the company in 1968 & always in IT
Old school:
 Punch cards
What 43 years in IT
 Switchboard phone line  will do to you 
 IBM 360 Computer
 Call everyone for help
New School:
 Virtualization …and he’s still smiling!
 VoIP
 iPad
 Call the Help Desk!

7. You’ve come a long way baby!

8. How to get to the CIO circa 2002
CIO
Application
Support
Manager
Project Manager
responsible for the Help Desk
Help Desk Operations Manager

9. Talking the talk

10. The unknown (to me) language

11. 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. Chat
2. Email
3. Phone
4. Walkup
Source: 2010 HDI Practices & Salary Survey

12. 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??

13. Good relationship = NO Surprises!

14. What do I care about?
 Giving excellent service 100% of the time
 FCR
 Growing knowledge
 Staff burnout
 Teamwork/cohesiveness
 Being of value to the organization (job security)
 Uptime
We are the voice of the End User…

15. Figuring it out – Thanks Frank

16. Give ‘em candy, they will come

17. Get a seat a the BIG table
 How are you perceived?
 Brand YOU
 Use your natural talents
 Get CLOUT!
Source: Brenda Iniguez Session 709 HDI 2004 “Don’t just manage: Be a player at the big table”

18. How was I perceived?

19. Brand You

20. Use your natural talents

21. Clout…
• Knowledge Champion
• Communication Central
• People Connector
• Crisis Manager
• Queen of the CYA

22. Networking
Learning to ‘talk the talk’ with
other like minded IT Professionals

23. Where I go…
 HDI Connect
 LinkedIN
 Mashable
 TechWeb
 CIO Magazine
 Twitter Feed I follow:
 Hashtags: #custserv, #leadership, #management #ITIL
#HDI #ITSM #SM
 Business: @CNETNews, @techweb, @Gartner
@thinkhdi @TechRepublic @wired

24. 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.

25. Tying it together

26. Metrics on a Mission
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

27. 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

28. This will always be a work in progress

29. 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.

30. ….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.

31. Where are we now?
 He asks me who is in my network
that I can ask XYZ about
 Disaster Recovery Communication
Central
 Management Committee - monthly
 IT Division Meetings – bi-weekly
 SRJC Community College Advisory
Board
I am a player at the big table (thank you Brenda Iniguez!)

32. Take-away
 Find a commonality between you and your CIO - your ice
breaker
 Understand 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?

33. 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.

34. Questions?
Contact info:
Bren Boddy
boddyb@exchangebank.com
707.524.3104
@brenbt on Twitter