itSMF SIG - SA Branch

<b><span><span style="color: #9D0A0F;"><span style="font-family: calibri,sans-serif;">Service Desk - </span></span></span></b><b><span><span style="color: #9D0A0F;"><span style="font-family: calibri,sans-serif;">Professional Development Workshop </span></span></span></b><br> <br><b><span style="font-family: calibri,sans-serif;">Format: </span></b><span><span style="color: black;"><span style="font-family: calibri,sans-serif;">Roundtable</span></span></span> <span><span style="color: black;"><span style="font-family: calibri,sans-serif;">Workshop informed by Service Desk SME’s:</span></span></span> <ul><li><span><span style="color: black;"><span style="font-family: calibri,sans-serif;">Tracey Horricks – The University of Adelaide </span></span></span></li><li><span><span style="color: black;"><span style="font-family: calibri,sans-serif;">Penny Chapple – TAFE SA</span></span></span></li><li><span><span style="color: black;"><span style="font-family: calibri,sans-serif;">George Tsavouroglou – ASG Group</span></span></span></li><li><span><span style="color: black;"><span style="font-family: calibri,sans-serif;">SD staff - ElectraNet &amp; SA Health</span></span></span></li></ul>  <br><b><span style="font-family: calibri,sans-serif;">Venue: </span></b><span style="font-family: calibri,sans-serif;">ASG Group Conference Room</span><br><span style="font-family: calibri,sans-serif;">Level 15, Westpac House</span><br><span style="font-family: calibri,sans-serif;">91 King William Street, Adelaide SA 5000</span><br><span style="font-family: calibri,sans-serif;">Venue Contact: Glenn Schwarz (M: 0425 661 112)</span><br> <br><b><span style="font-family: calibri,sans-serif;">Date: </span></b><span style="font-family: calibri,sans-serif;">Tuesday 19th February</span><br> <br><b><span style="font-family: calibri,sans-serif;">Time: </span></b><span style="font-family: calibri,sans-serif;">Registration 3:15pm</span><br><span style="font-family: calibri,sans-serif;"><span style="font-size: 12.0pt;">Workshop from 3:30pm - 5:00pm</span></span><br><br><b><span><span style="color: red;"><span style="font-family: arial black,sans-serif;"><span style="font-size: 10.0pt;">Topic 1. SD Professional Development and Planning</span></span></span></span></b><br><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Is there a training, coaching and mentoring program for Service Desk Specialists (Level 1 / 2) including professional development planning?  </span></span><br><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Is a Skills Matrix a useful tool to confirm the skills, knowledge, and interest of your SD team members?  How does this direct the identification and development of SME’s?</span></span><br> <br><b><span><span style="color: red;"><span style="font-family: arial black,sans-serif;"><span style="font-size: 10.0pt;">Topic 2. Transitioning Services through the SD into Production</span></span></span></span></b><br><span><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Is the Service Desk involved in all new Service transitioning into Production?</span></span></span><br><span><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Can the development of Service Desk transition checklists and Service adoption procedures guarantee an invitation to the Service transition planning meetings?</span></span></span><br> <br><b><span><span style="color: red;"><span style="font-family: arial black,sans-serif;"><span style="font-size: 10.0pt;">Topic 3. Ensuring your KPI’s are KPI’s</span></span></span></span></b><br><span><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">A critical success factor for incident management is having a good service desk. But what is </span></span></span></span><b><i><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">good</span></span></span></i></b><span><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">?  How do we define the measures that would indicate a “<b>good</b>” Incident Management and Service Desk?  Can Customer Surveys be effective in measuring the Customer Experience <u>and</u> the Service Desk Performance?  Who provides data and performs the reporting of KPI’s and trends to the IT department and business sponsors?</span></span></span></span><br> <br><b><span><span style="color: red;"><span style="font-family: arial black,sans-serif;"><span style="font-size: 10.0pt;">Topic 4. Emerging trends &amp; technologies</span></span></span></span></b><br><b><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Shift Left</span></span></span></b><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;"> is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option: </span></span></span> <ul><li style="text-align: justify;"><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Incident resolution to tier 1 analysts (service desk) or tier 0 (the end user) </span></span></span></li><li style="text-align: justify;"><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Fulfilment to automation or self-service </span></span></span></li><li style="text-align: justify;"><span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Testing to automation, service desk, or end users</span></span></span></li></ul> <span style="color: black;"><span style="font-family: verdana,sans-serif;"><span style="font-size: 10.0pt;">Benefits include lowered costs but how will this disrupt the stability of the Service Desk?</span></span></span><br><br><br>