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20 Cards in this Set
- Front
- Back
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Mission Statement |
Define: formal short statement of the purpose of the company. spells out overall goal, guides decision making
Purpose statement - what you are trying to achieve Business statement - business practices use to achieve the stated purpose Valt ue statemen- principles, commitment to quality, integrity, innovation |
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Vision Statement |
Define: An ideal picture of what the organization wants to become.
Characteristics: Values based Inspires pride, sense of belonging Stretch capabilities of self image for orgainization |
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Operations Management |
The management of the tactical activities that are necessary to ensure day-to-day efficiency and effectiveness in the support organization |
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Strategic Plan |
2 to 3 year future state plan, assess business environment, trends
Where are we now? Where do we want to be? |
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Tactical Plan |
Short term plan including staffing, training, infrastructure, etc
How are we going to get to where need to be? How will performance be measured?
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Operational Plan |
Day-to-Day planning, the execution of the technical plan
Assessing process vs skills Conducting skills gap assessment Process documentation
Trending with baselines GAP analysis - actual performance vs potential
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Values |
Core ideology of the organization - deeply held values do not change over time. |
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Strategy |
Careful method or plan for meeting a goal. Implemented through policies, focuses all team members on common goals.
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SWOT analysis |
Strengths - qualities that can be leveraged now Weaknesses - qualities that need to be improved to minimize impact Opportunities - new options that can enhance offerings or increase success Threats - outside factors which introduce risk |
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Support Center Evolution Phase:
PAST |
Entry level - low skilled staff Reactive Paper based system Phone based system: voice and fax |
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Support Center Evolution Phase:
PRESENT |
Proactive Automated incident logging/tracking Internet and web based systems Electronic services: Email, chat Customer Service Relationship management |
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Support Center Evolution Phase:
FUTURE |
Expanded scope of services Customer and business centric Universal queue and Universal agent Self-Healing technologies |
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IT Financial Management |
Activities: Budgeting / Accounting / Charging
Purpose: - provides the resource to identify costs and values of services - develops pricing models for IT services - develop ROI models |
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Capital vs Operational Expenditures |
Capital - associated with long term use
Operational - expenses associated with day to day activities |
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Fixed vs Variable costs |
Fixed - does not vary with usage (ie, RENT)
Variable - depends on usage |
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Direct vs Indirect costs |
Direct - related to specific IT services, or processes ( IE - equipment )
Indirect - costs that cannot be easily attributed to costs of a specific service (IE management salaries) |
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Risk Management |
The identification, assessment, and prioritization of risks followed by coordinated application of resources to minimize, monitor, and control the probability or impact of risk. |
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Value of Promoting Support / Marketing |
- Educate customers on value - Communicate Priorities - Make customers aware of team's contributions - Set customer expectations - Increase visibility of support to stakeholders - Improve customer satisfaction - Increase customer loyalty - Improve moral as staff feel more valued |
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Ways to promote Support |
- Use metrics to demonstrate value (convert lagging metrics into financial and service impact statements) - Translate service performance into relative cost benefit to business objectives - Communicate performance in terms of ROI for exec. teams |
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Channels for promoting Support |
- IT services dashboard -(cust satisf, financial, SLM) - Support newsletter - How to use support, changes that will impact you - Lunch and Learns - Customer rounding (management) - Set up a booth in customer areas - Hold an open house - Scheduled support rounding times |
