Presentation on theme: "An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc."— Presentation transcript:
An IT Service Ecosystem: A Holistic Approach Stephen V. Wade, President Geoff Duke, Vice President Strategies & Service Delivery The Kemtah Group, Inc.
IT Service Metrics Speed to Answer / Response Time Mean Time to Resolution / Repair Server and Application Uptime Network Latency
Quality Components Dependability and accuracy, like a utility Knowledge and courtesy - trust and confidence in people and systems Appearance Willingness to help – prompt service Care and individualized attention
Game Changer: Web 2.0 Connecting – Communicating – Collaborating –Creating an aligned Tribe Knowledge Centered Support –Compelling place to capture ALL interactions –Leads to e-support / self service Right Problem– Right Person (Help for the Help Desk) –Connections facilitate solutions Collaboration & Community = Visibility & Accountability
Case Study – IM at the Service Desk Large healthcare organization. Is a not-for-profit system of hospitals, a health plan, and a growing medical group. 7 Hospitals, 30 Clinics, 490 Physicians, 450,000 Members 9500 Employees 6500 Workstations 425 Applications 450 Servers + Mainframe 17,000 Telephones / Lines 12,000 Network Ports
Objectives Improve communication between agents Use the whole IT team to solve problems faster