Thursday, June 28, 2012
Practitioner Radio Episode 27 - Dealing With Rogue Support Agents
Rogue: Behaving in ways that are not expected / living apart and distinct from the rest of the group!
Most listeners of this Podcast Series will have personal stories to share about individuals or groups that have gone their own way and are proud of the fact. They don’t buy into Spock’s famous philosophy as illustrated in this video clip: “The needs of The many, outweigh the needs of the few or the one”
So the question is how do we incorporate our wayward cousins back into the family fold and if not possible what next?
Join Chris and I as we explore this very interesting and relevant topic.
Dealing With Rogue Support Agents - Practitioner Radio Episode 27 from ServiceSphere on Vimeo.
Show Notes:
- Podcast Statistics Released to the Public
- Logans Run
- Blog Article: Rogue IT Support Agent Examples
- Pink Forum for ITSM Discussion Board
- Pink Forum Leadership Event
- Distributive Service Desk Model Podcast
- Agents on the Support Desk who are REMOVED from the central organization
- Enterprise Support Process
- The Service Management Office Podcast
- External contractors in a service organization vs. remote agent
- Testing Unique
- Team vs. Group Thinking
- Supplier Management (Insourcing vs. Outsourcing)
- Back Office Black Market
- Outside Inside Outside Thinking (Employees are the customers)
- The difference between Technology Management and Service Management can be understood by the analogy presented by the differences between a Group and a Team
- Group (def): A group is a set of individuals or a collection of smaller groups working in parallel according to a common or shared objective.
- Team (def): A team shares the same characteristics as a group but in addition practices and execute plays accordirng to formal roles and a predefined game plan. (Services and Processes)
Troy’s Thunder Bolt Tip of The Day: If you are unable to gain agreement or participation of different parts of your distributed IT organization the best way to deal with this is to treat them as a respected customer but break off their back office access.
Troy’s and Chris’s Thoughts What Are Yours?
“We can love an honest rogue, but what is more offensive than a false saint?” ~Jessamyn West
To subscribe to Pink’s Podcasts on iTunes
Thursday, June 14, 2012
Practitioner Radio Episode 26 - Distributed Service Desk Strategies
Support is a Base Element on the periodic table of any Service Organization
Join Chris and I as we discuss the reality of complex support models and how we need to find a way to bring structure, flow and logic to what today is often a complex and jumbled support model.
Distributed Service Desk Strategies - Practitioner Radio Episode 26 from ServiceSphere on Vimeo.
Show Notes:
- The Service Desk To Call When You Don’t Know What Service Desk To Call!
- The Customer Response Centre
- The Genius Bar
- Lucy’s Advice Booth
- Shadow Desks
- The Spaghetti Bowl Support Model
- Service Desk Chaos: (Single Point of Contact? You Got to be Kidding!)
- Outsourced Desks
- Shadow Desks
- Application Support Desks
- Rogue Forward Deployed Desktop Agents
- Fragmented and duplicate tools and IVR systems
- Consolidation Options (Process, Roles and Technologies)
- Service Desk Inventory
- Tiered Service Desk Model
- Open Tick Initiative
- Service Desk and Service Offerings
- Support is a base element for any service provider
- Outsource Call Dispatch Decks disconnected from the back office Incident Process
- Project Culture vs Run Culture in IT
- PinkFORUM12
- Service Desk Facades
- Local Service Desks vs Honking Death Star Desk
- The Service Desk Foyer
- Additional Information on Service Desks
- ITIL Implementation Roadmap (Incident Management / Service Desk)
- Dealing With Rogue Support Agents
- Service Request vs. Request for Information
Troy’s Thunder Bolt Tip of The Day:
A distributed service desk strategy is practically a given for most organizations. The goal is untangle the current fragmented model and to establish clear and simple support channels from a customer perspective.
Troy’s and Chris’s Thoughts What Are Yours?
“The major difference between a thing that might go wrong and a thing that cannot possibly go wrong is that when a thing that cannot possibly go wrong goes wrong it usually turns out to be impossible to get at or repair.” ~Douglas Adams
To subscribe to Pink’s Podcasts on iTunes