HDI Capital Area and Corporate Updates & Mark Fey "Who Moved My Service Desk" Presentation

1. Welcome!(
Updates(from(HDI(Capital(Area(
and(HDI(Corporate((
2/19/14&
February&19,&2014&
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9. Thank(You(2014(Sponsors!!((

10. HDI(Capital(Area(Sponsors(
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11. Next(Mee:ng(
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12. Today’s(Speaker(
• Marc(Fey,(Cherwell(Soaware(

13. WHO MOVED MY SERVICE DESK?
Embracing Change in Challenging Times
MARC FEY
February 2014

14. WHO MOVED MY SERVICE DESK?
Embracing Change in Changing Times
MARC FEY
February 2014

16. WHAT CHANGE LOOKS LIKE
FORRESTER
RESEARCH
CIO FORUM IN
WASHINGTON, DC"
‣
‣
‣
‣
‣
‣
‣
‣
Business Demands of the Perpetually Connected
BT Explodes: Transforming Into Business-As-A-Service
Driving Business Outcomes
Real-Time Business: Happening At Last
The CIO s Role in Business Transformation
Driving Business Growth With Better Data
Business Demands of the Perpetually Connected
Driving Business Transformation With Research Integrated
Collaboration Technology

17. WHAT CHANGE LOOKS LIKE
FORRESTER
RESEARCH
CIO FORUM IN
WASHINGTON, DC"
‣
‣
‣
‣
‣
‣
‣
‣
Business Demands of the Perpetually Connected
BT Explodes: Transforming Into Business-As-A-Service
Driving Business Outcomes
Real-Time Business: Happening At Last
The CIO s Role in Business Transformation
Driving Business Growth With Better Data
Business Demands of the Perpetually Connected
Driving Business Transformation With Integrated Collaboration
Technology
‣
Architecting Tomorrow s Business Outcomes
THE BUSINESS

18. WHAT CHANGE LOOKS LIKE
FORRESTER
RESEARCH
CIO FORUM IN
WASHINGTON, DC"
‣
‣
‣
‣
‣
‣
‣
‣
‣
‣
How Customer & Business Outcomes Will Drive Your Future
Bulletproofing Your Customer Experience Strategy
Winning the Customer Experience Game
Evolving Role of IT: Inspiring Crazy Loyalty
Lessons From Citizen Engagement
Finding Social Business Value
Driving Customer Experience into Your Business
The Collaboration of Marketing and IT
Simplifying How Technology Drives Business & Empowers Users
Happy Workers Happy Customers

19. WHAT CHANGE LOOKS LIKE
FORRESTER
RESEARCH
CIO FORUM IN
WASHINGTON, DC"
‣
‣
‣
‣
‣
‣
‣
‣
‣
‣
How Customer & Business Outcomes Will Drive Your Future
Bulletproofing Your Customer Experience Strategy
Winning the Customer Experience Game
Evolving Role of IT: Inspiring Crazy Loyalty
Lessons From Citizen Engagement
Finding Social Business Value
Driving Customer Experience into Your Business
The Collaboration of Marketing and IT
Simplifying How Technology Drives Business & Empowers Users
Happy Workers Happy Customers
THE CUSTOMER

20. WHAT THE CHALLENGE LOOKS LIKE
I&O
CHALLENGES
FACING THE
BUSINESS
GARTNER RESEARCH
“The business is dissatisfied with IT’s ability to meet the
speed of the desired rate of change, and we know IT
service complexity will increase.” (Gartner Research,
2014)
Gartner concludes that “the service desk must become"
more agile and drive a faster flux of new applications
and end user needs. It must become a more dynamic
business environment” (Jarod Greene, Principal
Research Analyst, @jarodgreene)
Organizations must improve their I&O maturity.

21. WHAT THE CHALLENGE LOOKS LIKE
A PRODUCTIVITY
JUGGERNAUT
In a recent Gartner survey of over 2,000 global
executives, Gartner found that they these leaders believe
they will need a 20% improvement in performance over
and above the current levels to meet business objectives."
Place this information alongside two other pieces of
research:
• Over half of 23,339 surveyed ot handle the stress of
my job much longer”
• And 61% of employees lack sufficient technology to
work effectively.

22. WHAT DO WE DO?
I&O
CHALLENGES
FACING THE
BUSINESS
GARTNER RESEARCH
“BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner)
THE SOLUTION: EMPLOYEE ENGAGEMENT,
…yours and the internal customers you serve.
Research is clear: when employees are engaged, productivity
skyrockets.
So, these 3 key concepts become a starting point for
increasing your IT engagement score and maturing your
organization…to meet the productivity challenges before us…
Call these STEPS ALONG A PATH

23. A PRACTICAL APPROACH
RESILIENCE
INSIGHT
ADVOCACY"

24. CULTURE WINS

25. HALF EMPTY?

26. OR HALF FULL?

27. Reply All Bridgestone Commercial

30. WHO MOVED MY SERVICE DESK?
RESILIENCE
INSIGHT
ADVOCACY"

31. RESILIENCE

32. Alex Honnold 60 Minutes

33. Adaptive Capacity
The power or ability to return to the original form,
RESILIENCE
INSIGHT
ADVOCACY"
position after being bent, compressed, or
stretched; elasticity; the ability to recover readily;
buoyancy.
The ability to learn—about yourself, about the
world around you, about what it takes to adjust
to, and to make, change. *

34. Adaptive Capacity
THE IMPORTANCE OF LEARNING
For want of a nail the shoe was lost."
RESILIENCE
INSIGHT
ADVOCACY"
For want of a shoe the horse was lost."
For want of a horse the rider was lost."
For want of a rider the battle was lost."
For want of a battle the kingdom was lost."
And all for the want of a horseshoe nail.
-- Children s nursery rhyme

35. Adaptive Capacity
Where do we start?
RESILIENCE
INSIGHT
ADVOCACY"
ACTION: Initiate honest conversations about
employee capacity (how are you doing), what is
actionable today, what are the risks and
opportunities? (“Resilience 1-page”)

36. INSIGHT
I see what I expect.
Annie Dillard

37. Awareness Test

38. People and Context
While Einstein said he had no special talent aside from
being passionately curious (and being possibly the smartest
RESILIENCE
INSIGHT
ADVOCACY"
person ever), he also knew how to make time for insight--a
skill that's scarce in our present cult of stimulation.
When asked how he would spend his time if he was given
an hour to solve a thorny problem, (Einstein) said he'd
spend 55 minutes defining the problem and alternatives and
5 minutes solving it. Which is exactly opposite of what the
vast majority of executives today would do.
Einstein s Problem-Solving Formula, And Why You re Doing It All
Wrong , Drake Baer, Fast Company, March 26, 2013.
FINDING INSIGHT

39. People and Context
RESILIENCE
INSIGHT
ADVOCACY"
CUSTOMER FEEDBACK

40. REFRAMING & RESHAPING THE TENSION
‣
RESILIENCE
INSIGHT
ADVOCACY"
Collaborative and Supportive Environments enhance the
creative & problem-solving processes.
‣
Purposive Reframing: Finding a lens through which the
current reality can be reshaped into a healthier and more
productive outcome.
‣
Sharpen an individual s alertness to new information
and his or her skill at sense making in the midst of
confusion.
Thomas, Robert J., Kindle Locations 430-431. Harvard Business Review
Press.

41. WHERE DO WE START?
RESILIENCE
INSIGHT
ADVOCACY"

42. WHERE DO WE START?
RESILIENCE
INSIGHT
ADVOCACY"
ACTION: Initiate honest conversations about
1) Are we giving time to creative insight and
problem solving, 2) Have we articulated “Who we
serve,” “What is the context (physical & personal
situation)?” and “How robust is our commitment to
customer feedback?” (“INSIGHT 1-PAGE”)

43. ADVOCACY MINDSET
Offer the Best Product & Services
‣ Intelligent
‣ Elegant
‣ Meets Needs
‣ Easy
‣ Delights

44. PRODUCTS
RESILIENCE
INSIGHT
ADVOCACY"
STRENGTH
Products:*Intelligent*&*Elegant

45. CHALLENGING
QUESTIONS
Is our product intelligent
& elegant?
Does it meet today’s
needs?
Is it easy to use?
Does it delight our
customers (and their
customers)?
PRODUCT STRENGTH

46. SERVICES
RESILIENCE
INSIGHT
ADVOCACY"
STRENGTH
Services:*Intelligent*&*Elegant

47. CHALLENGING
QUESTIONS
Is our product intelligent
& elegant?
Does it meet today’s
needs?
Is it easy to use?
Does it delight our
customers (and their
customers)?
SERVICES STRENGTH
YOUR
LOGO
HERE
Advocacy
• Meets
needs
• Easy to
use
• Delightful
to our
customers

48. ADVOCACY SKILLS: Individual Skills
RESILIENCE
INSIGHT
ADVOCACY"
Deep, mutually beneficial, & voluntary. Built on a basis of
likability, trustworthiness, & quality. In order to be
successful, you have to go beyond transactions; sell them
on your dream. (Guy Kawasaki)
GUY KAWASAKI How to Engage and Enchant Your Customers”

49. ADVOCACY SKILLS: Individual Skills
RESILIENCE
INSIGHT
ADVOCACY"
‣ Practical:
Duchenne, the smile that
engages people
‣ Problem-solving: meet the need,
make it easy, tee it up for people to
be delighted, if possible.
‣ Proactive & Purposeful: Default mode
is to advocate for the person you are
serving.
GUY KAWASAKI How to Engage and Enchant Your Customers

50. Management/Leadership Skills
RESILIENCE
INSIGHT
ADVOCACY"
...TEAM FOCUS
(stay tuned…)

51. WHERE DO WE START?
RESILIENCE
INSIGHT
ADVOCACY"
ACTION: Evaluate the quality of your products
and services (Meets needs, Easy to use,
Delights). Discuss: Do we have a plan to
develop individuals’ skills needed to deliver
“customer advocacy services” (“ADVOCACY
1-PAGE”)

52. If you want to build a ship, don t drum up the men to gath
the wood, divide the work, and give the orders. Instea
teach them to yearn for the vast and endless sea
-- Antoine de St. Exupery

53. HANK YOU!
you would like the 1-page tools
mail: marc.fey@cherwell.com
ubject: 1-PAGES