Welcome Service Desk & Deskside Support Professionals Thank you to Macerich for providing the location and to Numara Software for sponsoring this session! Today’s Topic: “Discuss creative ways within your organization to foster teamwork between Service Desk & Deskside Support”

Agenda Agenda: 11:30 to 11:45: Lunch & Chapter Updates 11:45: Round Table Discussion lead by Linda Fields, VP of Special Events 12:45: Ralph Devlin, VP of Communications will give a tour of Macerich Data Center, Service Desk/Deskside Support areas HDI Info : HDI National Web-Site Arizona Web-Site Now on Facebook “Arizona HDI Group”, Linked in Call for volunteers: We should be one of the top chapters within HDI!!! Need Active board members & volunteers!! Strength in numbers. New Sponsorship Program for Need “Analyst of the Year” committee members. Please stop by after or send an to

AZHDI Board Update Open Board Positions. Interested? – VP of Programs (10 Hours Month) – VP of Vendor Management (5-10 Hours Month) – VP of Finance (5 Hours Month) – Contact us if you are interested! Current Board: – President; Jennifer White, CompuCom: or (480) – Vice President of Communications; Ralph Devlin, Macerich – Webmaster; Ted Cohen, Central Arizona Project – Vice President of Special Events Linda Fields, EnSynch – Vice President of Membership; Bruce Gleaton,

Numara Discussion What are the best practices used to facilitate the hand off of a ticket between the service desk & desk-side support? What key information is required to properly hand off the case between service desk and desk-side support? What level of detail is required? IT organizations can save an estimated 20 to 30% of the total asset lifecycle management costs of their PCs by integrating PCLM/ITAM processes and technologies with IT service desk tools and incident and problem management” Gartner, “Integration Points Between PC Asset Management and the IT Service Desk Report”, August 2009 In the last few years, Enterprise Management Associates (EMA ) has championed asset management strategies that adopt a more service-oriented versus component-oriented perspective. The combination of Numara Asset Management Platform with Numara FootPrints is a striking step forward in addressing this requirement—both in its simplicity, as well as its elegance and extensibility.” Enterprise Management Associates, “Numara Software Delivers Powerful New Asset Management Capabilities to Complement its Service Desk Portfolio”, September 2009

AZHDI Meeting Update 3 rd Quarter Event: Save the Date: July XXX is Summer networking event. We can do a Diamondback event, but need sponsor & active committee members to make it happen! – Costs: Free to Members. Non-Members $ th Quarter Event: Analyst of the Year: Planned for Q Costs: Free to Members. Non-Members TBD. ** May squeeze in a fall networking event. Look on linked in/twitter/facebook and for updates. Other: HDI Connections: Past meeting presentations, articles or links you would like to share. Tab located on You can request a login ID to be added to the list Survey Results are out for Service Desk & Desktop Support go to

Service Desk Survey “Highlights” Phone and remain, by far, the most utilized channels of support, followed by walk-ups – also most expensive Chat use seems to be on the rise in the industry, but 2010 is the first year it is offered by as many support centers as fax. Social media added to the list in 2010 with 5% using and 3% measuring

Desktop Support Survey “Highlights” 578 Survey Responses 30+ industries Customer base 20,000 worldwide Sections: Staffing, Salaries, and Organizational Structure Technology and Remote Support Processes Metrics

Measurement of Desktop support incidents & service requests

% of Desktop tickets that could have been resolved by support center

IT Video

Round Table Session Facilitated by Linda Fields Today’s Topic: “Discuss creative ways within your organization to foster teamwork between Service Desk & Deskside Support” – Which KPI is most important "First Call Resolution" or "Customer Satisfaction" – What are the best practices used to facilitate hand off of the ticket between service desk & deskside support? – What is the escalation process? And how long do you wait before escalation? – What key information is required to properly hand off the case between service desk and deskside support? What level of detail is required? – Open Discussion

About Macerich Macerich® (NYSE: MAC) aligns exceptional retail properties in attractive U.S. markets with the business goals of the nation's retailers and the shopping preferences of local consumers. The company is one of the country’s leading owners, operators and developers of major retail properties. Total gross leasable area is 74 million square feet in 71 regional malls. Macerich has been headquartered in Santa Monica for more than 30 years. With its significant acquisitions of Westcor in 2002 and Wilmorite in 2004, Macerich gained a definitive national footprint and added high-performing properties and a roster of new opportunities for its retail partners.

About Us IT Department – Has 80 employees spread between SM and PHX Helpdesk – Serves: 4 corporate offices 71 regional malls Over 2500 employees – 7 Technicians 2 in SM 5 in PHX

Macerich Infrastructure DATACENTER DEV/TEST/PROD – 243 Servers 190 are virtual Running on 14 physical boxes – 36 virtual XP workstations running on same VMware ESX Clusters – 83% virtualized throughout all environments 2 10 ton CRAC Units 80KVA UPS 150KW Generator We have rack level temperature and humidity sensors and meter individual server power consumption Netapp storage for everything, we have about 140TB of storage (not data) in the Phx data center