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Ten Steps to Creating a SharePoint Support Model

Ten Steps to Creating a SharePoint Support Model. Geoff Evelyn. Identifying the problem.

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Ten Steps to Creating a SharePoint Support Model

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  1. Ten Steps to Creating a SharePoint Support Model Geoff Evelyn

  2. Identifying the problem “Good Customer service should be non-negotiable and service providers shouldn't hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers” “70% of buying experiences are based on how the customer feels they are being treated“ (McKinsey) “89% of customers have stopped doing business with a company after experiencing poor customer service” (RightNow Customer Experience Impact Report) “It takes 12 positive customer experiences to make up for one negative experience” (Parature)

  3. In this session we will solve the problem • Practical techniques for creating first class SharePoint support environments • Strategic and Measured approach for the creation of a support model • Ten key steps in building support built on • What needs to happen? • Why does it need to happen? • Where should it happen?

  4. Identify Staff Capability • Current Skills • Required Skills • Build an Inventory • Map SharePoint • Map Integration Services • Infrastructure • Contacts

  5. Ten Steps to Creating SharePoint Support

  6. A SharePoint Customer is anybody who consumes what they perceive you have produced… What is a Customer? Whether or not the customer’s perception is correct… Whether or not you had produced it… Whether or not you had intended to produce it…

  7. Build the Customer Map • Identify Customer Importance • Language

  8. Ten Steps to Creating SharePoint Support

  9. Market SharePoint Support • Establish Call Procedures • Setup Training and Awareness Channels

  10. Ten Steps to Creating SharePoint Support

  11. Confirm where ownership of request lies • Chart the work and showcase • Ensure Customer feedback

  12. Ten Steps to Creating SharePoint Support

  13. 360 degree feedback • Use UAT to confirm success • Analyse Failures and Successes • Be Proactive!

  14. Ten Steps to Creating SharePoint Support

  15. Justify ROI • Time taken to solve • Lost user productivity • Record resolutions • How Do I • FAQs • SharePoint Helpdesk 2013

  16. Ten Steps to Creating SharePoint Support

  17. Build Business Rules • Policy aids Standards • Establish or use existing Change Control Mechanisms • Develop Statement of Operations

  18. Ten Steps to Creating SharePoint Support

  19. THEOUTSIDEWORLD Resource Complaints requests Results Impressions Influencer Resource marketing requests Enquiries HELPDESK Solutions Results SHAREPOINTRESOLVERS SUPPORT USERS ADMIN Priorities Solutions Complaints Commercial pressures Quality Commercial surveys pressures Get Out and Mix Create Channels and Utilise Evangelise your Support offerings Learn Customer Language

  20. Ten Steps to Creating SharePoint Support

  21. Don’t just Survey everyone • Carry out Random Phone Polling • Consider Participation Rewards • Conduct and LISTEN to what people say

  22. Ten Steps to Creating SharePoint Support

  23. Review and Schedule • Repeat steps 1 to 9 • Be aware of the solution delivery model

  24. Ten Steps to Creating SharePoint Support

  25. Summary • Customer Centricity is key to support delivery • Support Model should ultimately achieve enhanced User Productivity • Support is not just for Problem Solving, it’s for continuously anticipating and enhancing the user experience

  26. Resources • Get the book • SharePoint 2013 User Adoption and Governance, Chapter 8 • Other Resources • SharePoint 2013 Helpdesk Site Template http://www.sharepointgeoff.com/sharepoint-2013-helpdesk-site-available/ • Starting off a successful SharePoint Platform Support model http://www.sharepointgeoff.com/starting-off-a-successful-sharepoint-platform-support-model/ • 7 ways of identifying a Super-Duper SharePoint Support Person http://www.sharepointgeoff.com/7-ways-of-identifying-super-duper-sharepoint-support-person/ • How much knowledge do you have to support SharePoint? http://www.sharepointgeoff.com/how-much-knowledge-do-you-have-to-support-sharepoint/

  27. It’s SharePointGeoff! • Home: http://www.sharepointgeoff.com • Email: geoff@geoffevelyn.com • Twitter: @geoffeve • Yammer: Geoff Evelyn • Been using SharePoint since 2003 ! • 3x SharePoint MVP • Author: • SharePoint 2013 User Adoption and Governance • Managing and Implementing SharePoint 2010 Projects • M.O.S SharePoint 2010 Study Guide • Co-Author M.O.S Microsoft Office 2010 Study Guide • Institutions: • Analysts and Programmers • Information Management Systems • Engineering Technology • Chartered Institute of Information Technology • Mad on the Saxophone

  28. Questions?

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