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Critical Roles for a Successful Service Desk

"Putting the Right People in the Right Places"

This presentation will focus on the human element of one of the most important functions within an IT environment. Establishing and optimizing your Local or Centralized Service Desk begins with hiring the right people, and placing them in positions that will help your organization succeed.
Recorded Aug 15 2013 42 mins
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Presented by
Mark Smiley, ITSM Advisor, Cask, LLC
Presentation preview: Critical Roles for a Successful Service Desk

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    In this webinar, you will get the opportunity to hear the opinions of industry experts based on their first-hand experiences. Some of the questions we’ll be sure to ask are:

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    “Planning is bringing the future into the present so that you can do something about it now." - Alan Lakein

    There is a close connection between purpose and priority. There are many priorities in managing and investing in technology today but which ones are the “highest”, “the top”, “the first”,” the main” and “the most important”. How will you know? Should there only be one priority? Goal setting and planning your IT and business technology investment is a key topic for many technology and business managers. You see three letter acronyms such as ITFM, TBM, BIT (and maybe more) but they all are trying to achieve the same: management of the technology budget to sustain or better continually increase your company’s customer experience. Which acronym and vendor should you follow? Before we answer that, we like to ask you:

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  • Critical Roles for a Successful Service Desk Recorded: Aug 15 2013 42 mins
    Mark Smiley, ITSM Advisor, Cask, LLC
    "Putting the Right People in the Right Places"

    This presentation will focus on the human element of one of the most important functions within an IT environment. Establishing and optimizing your Local or Centralized Service Desk begins with hiring the right people, and placing them in positions that will help your organization succeed.
  • Make the Service Desk More Relevant Within Your Organization Recorded: Feb 7 2013 35 mins
    Mark Smiley, ITSM Advisor, Cask, LLC
    This discussion will highlight some key attributes of the Service Desk that often can go unrecognized:

    - Discussion around cross training for your S.D. personnel. How to make that happen, and the positive consequences as a result
    - Keys to marketing the Service Desk within your organization
    - Going on “fishing expeditions” to seek out potential opportunities for the Service Desk
    - Focus on career growth. See the Service Desk as an entry point, not a dead end, to your IT organization.

    Mark Smiley is ITIL® & HDI certified with over a decade of ITSM and Service Desk experience.  He's worked with various clients and industries from around the world, including the government, healthcare, and education sectors, ranging from 5,000 to 400,000 users. Most recently, he has assisted in the establishment and development of three Service Desks, in addition to directly managing teams dedicated to customer support. He currently is working as a senior advisor to the United States Marine Corps as they establish their own Service Desk to support their day to day operations.
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    Jason Rosenfeld, ITSM Practice Lead, Cask, LLC and Christoph Goldenstern, Kepner-Tregoe
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    - How to improve IM & PM at the “how to” level
    - A sense of what KT process is about (via a short process demo)
    - How to make improvements stick
    - What is the potential ROI of a rational process-based approach to Incident and problem Management
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    Jason Rosenfeld, ITSM Practice Lead, Cask, LLC and Jason Hopwood, Axios Systems
    As consumers, we flock to service providers that clearly communicate the value that they offer us - from online travel websites to app stores. However, when it comes to providing technology based services to internal customers, why are businesses unable to articulate the value of the services they provide? Join this webinar for a virtual workshop exploring how an App Store's "Service Catalog" (Music, Books, etc.) directly relates to mapping Business Services (Finance, HR, etc.) to delivering value. We will also discuss how the intuitive nature of the App Store can help drive the successful adoption of a Service Catalog.
  • Escape the Service Delivery Black Hole: An Agile Service Catalog Recorded: May 25 2011 47 mins
    Jason Rosenfeld, ITIL®v3 Expert, ITSM Practice Lead; Ken Dernbach, Service Desk Manager, LPL Financial, ITIL v3, Novell CNE
    Ken and Jason will discuss how LPL Financial addressed an inconsistent request fulfillment process and low customer confidence in IT Services delivery capability. They will highlight how they used ITIL best practices and an Agile approach to:

    • Assess the current state of a specific business process (not an IT process)
    • Identify the key business stakeholders and ensure their involvement in designing a new process and developing the business services to support it
    • Design a customer facing Service Catalog
    • Map IT Services to support the business process and associated services
    • Shorten the time to implement a Service Catalog
    • Improve the customer experience, shorten delivery times and reduce cost

    Ken Dernbach is the Service Desk Manager at LPL Financial, ITIL v3 Foundation certified, a Novell CNE, a Microsoft MCP, and has over 20 years of IT industry experience with over 15 years managing service delivery teams. Ken holds a BA in Business Administration from National University and an MBA from the University of Redlands.

    Jason Rosenfeld is the IT Service Management Practice Lead at Cask, LLC, an ITIL v3 Expert, Lean Six Sigma Black Belt and has 15 years of hand-on ITSM and Service Delivery experience. He is the President of the ITSMF USA San Diego LIG and is currently working with Carnegie-Mellon-University and industry leaders on the Cloud Service Measurement Initiative Consortium. Jason holds a BS in Industrial Engineering from Lehigh University.
Helping clients assess, improve, and mature their operations
Cask is a Business and Technology Management Consulting firm focused on delivering clients a dynamic range of services; including strategy development, decision support and roadmaps, process improvement, and organizational transformation. Our portfolio of services provides support to clients across the project/program lifecycle through assessments, training/education, hands-on workshops, and traditional consulting engagements. With offices across the US, Cask has been ranked for three years in a row on the Inc. 500 Fastest Growing Company as well as Consulting Magazine’s Best Small Firms to Work For.

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  • Presented by: Mark Smiley, ITSM Advisor, Cask, LLC
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