1. Help Desks in the Midst of Mergers & Acquisitions

2. 2 Help Desk Consolidations 7 Rules for Survival –Understand the driving business decision –Compare key organizational strengths and weaknesses –Focus on People, Process & Technology … like it’s the very first time! –Identify the critical success factors –Collaborate & create a measurable plan –Enjoy the Adventure !

3. 3 Business Drivers What is driving the business decision to merge or to consolidate? 3 primary reasons: – Reduction in costs – Expansion of operations – Fix a problem Understand YOUR company’s reasons and demonstrate this understanding in YOUR actions.

4. 4 Business Drivers Once you understand the business driver(s), re-evaluate and reconsider: Clients Products/Services Processes & Procedures Performance Measurements Roles & Responsibilities Supporting Technology

5. 5 Business Drivers Once you understand the business driver(s), re-evaluate and reconsider: Clients Products/Services Processes & Procedures Performance Measurements Roles & Responsibilities Supporting Technology Are the clients (customers) the same? Are there more? Less? Same profile? What is the effect on the current Scope of Service? Do these need to be changed? Are refinements possible? Are the targets going to change? Are there duplicates? Are new job descriptions required? Can the existing technology be leveraged?

6. 6 Organizational Comparisons Objectively, compare key area strengths and weakness focusing on people, applications, configurations, defined processes, and documentation. Find the “steady states” among the organizations.

7. 7 Organizational Comparisons The table below lists some of the key areas to consider:

8. 8 Process, Technology & People PeopleProcess Technology Focus on the Process, the People, and the Technology like it’s the very first time.

9. 9 Process Identify and evaluate the 5 core business processes essential to the service delivery process: –Managing Customer Service Requests –Administering Knowledge Resolutions –Analyzing Performance Measurements & Activity Reports –Managing Service Disruption Announcements –Supporting New Products & Services

10. 10 People Identify and evaluate the strengths of the people in the new team… and then leverage them. Judgement & Discretion Subject Matter Expertise Experience Skills

11. 11 People Understand the differences... Judgement & Discretion Subject Matter Expertise Experience Skills Interpersonal Leadership Management Communication Problem Analysis Team Transitions New System Development Project Management Budgets & Funding Training & Facilitation Knowledge Management ACD Systems MS Office MS Project CentreVu Approaching Senior Management Dealing with Difficult People Handling unique circumstances

12. 12 Technology If possible, avoid additional capital expenditures and leverage existing software. Focus attention on the configuration & design as well as the supporting business processes, especially for the following: – Incident Management – Knowledge Management – ACD System

13. 13 Technology Three areas of focus: Supporting Business Policies & Procedures Business Rules & Configurations Applications

14. 14 Process, Technology & People PeopleProcess Technology Focus on these three, but don’t forget about FACILITY MANAGEMENT & LOGISTICS!

15. 15 Critical Success Factors Understand the critical success factors associated with the consolidation or merger and be in a position to clearly articulate them. – If XYZ doesn’t happen… – If ABC does happen... – Leadership – Funding – IMS “Pace Probability Factor”

16. 16 Measurable Plan What are the key components to a well developed plan. – Logical Organization – Measurable Tasks – Identified Milestones – Distinct Roles & Responsibilities – Properly “Paced”

17. 17 Enjoy the Adventure! Life is short…. Keep the following in mind: – IMS “PEG Factor” – “Go and Grow” – Stop, Look & Listen – “Sweeping & Dealing”

18. Thank you for joining us!