Building an ITSM Dream Team - Your 5 Keys To Success in IT Support
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The document introduces a panel of experts discussing best practices for building effective IT service management (ITSM) teams, emphasizing the importance of transparency, alignment of goals, and a supportive company culture. Key takeaways include the need for strategic hiring, ongoing training, and mentorship programs, as well as establishing feedback loops to enhance performance. The panel also highlights the significance of preparing younger employees for leadership roles through clear succession plans.
Building an ITSM Dream Team - Your 5 Keys To Success in IT Support
- 1. Building your ITSM Dream Team Presented by www.invgate.com© Copyright 2015 InvGate S.R.L
- 3. Terry Siddall (@InvGate) EVP of Sales, InvGate Terry has been in the ITSM and ITAM space for over 12 years, and has over twenty (20) years experience helping organizations to leverage the right technology to deliver their business outcomes. Doug Tedder (@DougTedder) Founder, Tedder Consulting Doug is a globally recognized IT Service expert with over 25 years experience leading organizational transformation and value delivery projects. www.invgate.com
- 4. Simone Jo Moore (@SimoneJoMoore) ITSM Master Trainer, ITpreneurs Share, connect, discover & realize. Simone is an expert in ITSM & HR as well as business design, development & transformation. She’s also a facilitator, writer, artist & professional speaker Tyson Conrad(@GoliathTyson) Founder, Goliath Construction Consulting Tyson has a passion for helping candidates reach their professional and personal goals and matching employers with the best talent in the industry www.invgate.com
- 5. 96% of job seekers say it´s important to work for a company that embraces transparency Source: #GD Summit
- 6. How can a manager build an atmosphere that’s both transparent and diverse?Simone Jo MooreTyson Conrad
- 7. “I think it’s important to open the dialog that we’ll like some tasks more than others. By accepting that, people grow and can be more helpful within their team. Ensure the strategic goals are visible and aligned all the way down to the single employee. Make sure team members have access to tools and can look up information. They know a lot what is going in the business. They are the company IT image!” Susanne Karsvang Global IT Support at Ramboll Denmark
- 8. Key Takeaway Points 1. Be up front about the challenges facing your company 2. Look for a values match between employees and the company 3. Transparency helps you define your expectations and the desired outcomes
- 9. 76% of job seekers now consider company culture when searching for a new position Source: ICIMS
- 10. How should the matchmaking process work? What attributes should you look for in a candidate?Simone Jo MooreTyson Conrad
- 11. Key Takeaway Points 1. For entry level, hire the traits & behaviors that fit the position 2. Look for good listeners & problem solvers 3. Use the Can-do, Will-do, Will-fit framework 4. For senior level positions, it’s OK to give added weight to skills & experience
- 12. 56% of new employees want a buddy or mentor to help them get established Source: BambooHR
- 13. Simone Jo MooreDoug Tedder How should managers approach training for both their experienced staff and new hires?
- 14. “Team work involves 4 phases: Forming, Storming, Norming and Performing.” Kevin Stevens BC Consultant (Energy and Utilities) at CGI
- 15. Key Takeaway Points 1. People skills must be coached 2. Technical skills can be trained 3. Soft skills training can fill the gaps 4. Mentors are a great source for real time data on your current training approach
- 16. 43% of highly engaged employees receive feedback at least once a week Source: OfficeVibe
- 17. Doug Tedder How can we provide feedback that includes both the metrics and behavioral elements?
- 18. “I think that hearing from customers about my team's performance is a great reference point. Then I work with the team and the individuals within to agree on what is needed to meet customer expectations. In the end, customer success is what we're responsible for so we need to ensure that our skills, culture, tools and process are aligned to achieve that goal.” Richard Childs Customer Services Delivery Manager at KNet
- 19. Key Takeaway Points 1. Take the time to set up a “feedback loop” 2. Find the ambassadors on your staff, they’ll help you get your message out and they’ll get feedback from the front line for you 3. Regularly carve out time to get the pulse of your team
- 20. 41% Of IT Pro’s said they were expected to be available 24/7 Source: TEKsystems
- 21. Simone Jo MooreDoug Tedder How do you boost productivity without burning your techs out?
- 22. Key Takeaway Points 1. Spread the workload fairly 2. Keep your agents empowered with the correct tools and processes for the job 3. Ensure that there are skills overlaps, particularly in critical areas
- 23. Over 90% of workers age 18-34 say that working at a company with a clear succession plan would improve their level of engagement Source: Software Advice
- 24. With Millennials now making up over 50% of the workforce, how should they be prepared and nurtured for leadership roles? Doug TedderTyson Conrad
- 25. Key Elements For Any Succession Plan 1. Identify the skill sets you’ll need 2. Identify the level of seniority that you’re looking for 3. Have a development strategy for someone that is interested in advancement 4. Seniority is not the only path to growth
- 26. Simone Jo Moore Tyson ConradDoug Tedder Terry Siddall What should someone do in their first 12 months in a supervisory role? www.invgate.com
- 28. Thank You! © Copyright 2015 InvGate S.R.L www.invgate.com