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July 2007 The Poor Man’S Service Desk Motown

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IT Service and Support
IT Service and Support

This document discusses strategies for building an effective service desk with limited resources. It emphasizes that the most important factors are the people on the team and the tools available. It provides examples of strategies that work well and don't work as well for motivating, retaining, training, and building teams with limited budgets. These include focusing on meaning, knowledge and skills growth, team building activities, and leveraging free and low-cost technology tools. The conclusion is that there is no single easy solution but asking for resources and not fearing failure are important principles.

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The Poor Man’s Service Desk Dan Wilson, PMV Technologies Phil Gerbyshak, Robert W. Baird & Co.
Rules of the Game • The 2 most important aspects of any successful business or department are: • #1 – Your People • Focus on the “Meaning” • #2 – Available Tools • Ask for everything • Don’t be afraid to fail
People – Rewards It’s all about what you do And how you do it!
People – Rewards: What works? HDI Rock Story Sophie Klossner, HDI
People – Rewards: What works? “Pizza Hut Story” Kirk Weisler
People – Rewards: What fails? Awards Suck! “The Plaque Story”
People – Rewards: What fails? “The Dundies” from NBC’s “The Office”
People – Retention: What works? “First Break All the Rules”, Marcus Buckingham Do I know what is expected of me at work? Do I have the materials and equipment I need to do my work right? At work, do I have the opportunity to do what I do best everyday? Knowledge Growth
People – Retention: What fails? Money as primary motivator Set it and forget it
People – Teambuilding: Works? Get to know your people Pot Luck or “Group Pay” outings
People – Teambuilding: Works? “Give it some Heat!”
People – Teambuilding: Works? “Chaos Theory”
People – Teambuilding: What fails? Focus on “the Stars” Not respecting/recognizing their differences
People – Training (Soft Skills) Local Library - Video from Library Organizations that provide networking and group support HDI Meetings Toastmasters Writers Group Experts “Internally” Magazines/Newsletters/Blogs/Podcasts Note: Money ≠ Success
People – Training (Tech Skills) Strengths and Weaknesses Free technical assessments – Online, Training Providers, Tech/Trade Schools, etc. Partner with Vendors Get NFR licenses and technical training for implementation Understand your benefits Leverage Enterprise Agreements Shareware & Beta Testing Webinars Lunch and learn Sessions Build relationships with others in IT
Tools - Call Tracking What works? Gather requirements first Input, processing, reporting Do not operate in a vacuum Sources OpenSource In-house Web Development Access SharePoint Find it cheap (ASP/Hosted solution)
Tools – Remote Control • What works? – Just about anything • Cheap tools • Dameware • VNC • MS Remote Desktop Connection • Solicit Remote Assistance (Win XP) • ZenWorks (Netware) • Radmin
Knowledge Base What works? Owner on the team “Knowledge Administrator” Process - KCS Framework Do not operate in a vacuum Cheap Tools OpenSource (hundreds of choices) SharePoint/Wiki In-house Built Web Development MS Access Find it cheap (ASP/Hosted solution)
Tools - Patch Management • What works? • Have a strategy, schedule, owner, and back- out plan • Work with Network Admin/Desktop Support • Cheap tools • Windows Software Update Service (WSUS) • Microsoft Automatic Update • ZenWorks (Netware) • VB Scripting • KIX Scripting
Tools - Strategy What works? Know your database! Get direct access to it (or befriend your DBA) Tools Crystal Report Microsoft Excel Access InfoPath SQL Reporting Services Dynamic Web Cold Fusion, ASP, CGI, PHP
Remember • The 2 most important aspects of any successful business or department are: • #1 – Your People • Focus on the “Meaning” • #2 – Available Tools • Ask for everything • Do not be afraid to fail
Conclusion – No Easy Button
Q&A

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July 2007 The Poor Man’S Service Desk Motown

  • 1. The Poor Man’s Service Desk Dan Wilson, PMV Technologies Phil Gerbyshak, Robert W. Baird & Co.
  • 2. Rules of the Game • The 2 most important aspects of any successful business or department are: • #1 – Your People • Focus on the “Meaning” • #2 – Available Tools • Ask for everything • Don’t be afraid to fail
  • 3. People – Rewards It’s all about what you do And how you do it!
  • 4. People – Rewards: What works? HDI Rock Story Sophie Klossner, HDI
  • 5. People – Rewards: What works? “Pizza Hut Story” Kirk Weisler
  • 6. People – Rewards: What fails? Awards Suck! “The Plaque Story”
  • 7. People – Rewards: What fails? “The Dundies” from NBC’s “The Office”
  • 8. People – Retention: What works? “First Break All the Rules”, Marcus Buckingham Do I know what is expected of me at work? Do I have the materials and equipment I need to do my work right? At work, do I have the opportunity to do what I do best everyday? Knowledge Growth
  • 9. People – Retention: What fails? Money as primary motivator Set it and forget it
  • 10. People – Teambuilding: Works? Get to know your people Pot Luck or “Group Pay” outings
  • 11. People – Teambuilding: Works? “Give it some Heat!”
  • 12. People – Teambuilding: Works? “Chaos Theory”
  • 13. People – Teambuilding: What fails? Focus on “the Stars” Not respecting/recognizing their differences
  • 14. People – Training (Soft Skills) Local Library - Video from Library Organizations that provide networking and group support HDI Meetings Toastmasters Writers Group Experts “Internally” Magazines/Newsletters/Blogs/Podcasts Note: Money ≠ Success
  • 15. People – Training (Tech Skills) Strengths and Weaknesses Free technical assessments – Online, Training Providers, Tech/Trade Schools, etc. Partner with Vendors Get NFR licenses and technical training for implementation Understand your benefits Leverage Enterprise Agreements Shareware & Beta Testing Webinars Lunch and learn Sessions Build relationships with others in IT
  • 16. Tools - Call Tracking What works? Gather requirements first Input, processing, reporting Do not operate in a vacuum Sources OpenSource In-house Web Development Access SharePoint Find it cheap (ASP/Hosted solution)
  • 17. Tools – Remote Control • What works? – Just about anything • Cheap tools • Dameware • VNC • MS Remote Desktop Connection • Solicit Remote Assistance (Win XP) • ZenWorks (Netware) • Radmin
  • 18. Knowledge Base What works? Owner on the team “Knowledge Administrator” Process - KCS Framework Do not operate in a vacuum Cheap Tools OpenSource (hundreds of choices) SharePoint/Wiki In-house Built Web Development MS Access Find it cheap (ASP/Hosted solution)
  • 19. Tools - Patch Management • What works? • Have a strategy, schedule, owner, and back- out plan • Work with Network Admin/Desktop Support • Cheap tools • Windows Software Update Service (WSUS) • Microsoft Automatic Update • ZenWorks (Netware) • VB Scripting • KIX Scripting
  • 20. Tools - Strategy What works? Know your database! Get direct access to it (or befriend your DBA) Tools Crystal Report Microsoft Excel Access InfoPath SQL Reporting Services Dynamic Web Cold Fusion, ASP, CGI, PHP
  • 21. Remember • The 2 most important aspects of any successful business or department are: • #1 – Your People • Focus on the “Meaning” • #2 – Available Tools • Ask for everything • Do not be afraid to fail
  • 22. Conclusion – No Easy Button
  • 23. Q&A