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Archive for November, 2011

Continual Service Improvement – How to Provide Value On An Ongoing Basis

On Wednesday November 2nd, 2011, Ken Hayes, Dir of Continual Service Improvement for Technisource presented at Yahoo Inc for HDI NYC.

This session explored CSI with an objective of increasing First Call Resolution (FCR) and using a “shift left” approach to justify additional investments in your operations; gaining cooperation across the entire IT organization by calculating the support cost and business productivity savings; and tips and techniques to instill CSI in what you and your teams do every day.

Ken Hayes
Ken has over 30 years of experience in the support services industry, ranging from a Service Desk Analyst to National Director of Delivery. He is currently the Director of Continual Service Improvement for the Technology Support Services practice at Technisource, where he is responsible for developing and implementing programs to increase the effectiveness and efficiencies of their Service Desks. Ken is a member of HDI and itSMF and has spoken on support industry topics at local and national events. Ken’s article entitled Continual Service Improvement: The Next Step in the Service Desk’s Evolution recently featured in the Sept/Oct edition of HDI SupportWorld magazine.

Technisource has a longstanding relationship with HDI, and has participated extensively in associated industry forums and standards committees. Their National Practice Director for Support Services has served on the HDIs Strategic Advisory Board, and their subject matter experts are frequent guest speakers at national and local Support Industry conferences such as the HDI Annual Conference and Expo. Technisource’s Mechanicsburg, PA Help Desk Service Center was recently awarded the 2011 Team Excellence Award for External Support, which evaluated all aspects Help Desk capabilities, processes and customer service results. In 2008, a Technisource Help Desk Agent was awarded the HDI Help Desk Analyst of the year award.

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