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MARC FEY February 2014

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

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MARC FEY February 2014

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

  2. 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

  3. 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

  4. 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

  5. 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 CustomerExperience 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

  6. 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 becomemore 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.

  7. 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.

  8. 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

  9. A PRACTICAL APPROACH RESILIENCE INSIGHT ADVOCACY

  10. CULTURE WINS

  11. HALF EMPTY?

  12. OR HALF FULL?

  13. “Reply All” Bridgestone Commercial

  14. WHO MOVED MY SERVICE DESK? RESILIENCE INSIGHT ADVOCACY

  15. RESILIENCE

  16. “Alex Honnold” 60 Minutes

  17. FINDING INSIGHT RESILIENCE INSIGHT ADVOCACY Adaptive Capacity “The power or ability to return to the original form, 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.”*

  18. FINDING INSIGHT RESILIENCE INSIGHT ADVOCACY Adaptive Capacity THE IMPORTANCE OF LEARNING For want of a nail the shoe was lost.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

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

  20. INSIGHT “I see what I expect.” Annie Dillard

  21. Awareness test video Awareness Test

  22. FINDING INSIGHT People and Context RESILIENCE INSIGHT ADVOCACY “While Einstein said he had no special talent aside from being passionately curious (and being possibly the smartest 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.

  23. CUSTOMER FEEDBACK RESILIENCE INSIGHT ADVOCACY People and Context

  24. CUSTOMER FEEDBACK RESILIENCE INSIGHT ADVOCACY • REFRAMING & RESHAPING THE TENSION • “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.

  25. STARTING POINT RESILIENCE INSIGHT ADVOCACY WHERE DO WE START?

  26. STARTING POINT 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”)

  27. ADVOCACY MINDSET • Offer the Best Product & Services • Intelligent • Elegant • Meets Needs • Easy • Delights

  28. PRODUCT STRENGTH RESILIENCE INSIGHT ADVOCACY Products: Intelligent & Elegant

  29. TOUGH 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)?

  30. SERVICES STRENGTH RESILIENCE INSIGHT ADVOCACY Services: Intelligent & Elegant

  31. TOUGH 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)?

  32. SKILLS BUILDING RESILIENCE INSIGHT ADVOCACY ADVOCACY SKILLS: Individual Skills “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”

  33. SKILLS BUILDING RESILIENCE INSIGHT ADVOCACY ADVOCACY SKILLS: Individual Skills • 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”

  34. SKILLS BUILDING RESILIENCE INSIGHT ADVOCACY Management/Leadership Skills ...TEAM FOCUS (stay tuned…)

  35. STARTING POINT RESILIENCE INSIGHT ADVOCACY WHERE DO WE START? 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”)

  36. “If you want to build a ship, don’t drum up the men to gather the wood, divide the work, and give the orders. Instead, teach them to yearn for the vast and endless sea.” -- Antoine de St Exupery

  37. THANK YOU! If you would like the 1-page tools, or you have questions or comments: Email: marc.fey@cherwell.com Subject: 1-PAGES

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

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