the poor man’s service desk
TRANSCRIPT
THE POOR MAN’S SERVICE DESK
Rules of the Game• The 2 most important aspects of any successful business
or department are:• #1 – Your People
• Focus on the “Meaning”• #2 – Available Tools
• Ask for everything• Don’t be afraid to fail
People – Rewards
It’s all about what you do And how you do it!
People – Rewards: What works?
HDI Rock StorySophie Klossner, HDI
People – Rewards: What works?
“Pizza Hut Story”Kirk Weisler
People – Rewards: What fails miserably?
Awards Suck! “The Plaque Story”
“The Dundies” from NBC’s “The Office”
People – Rewards: What fails miserably?
People – Retention: What works?“First Break All the Rules”, Marcus Buckingham
Do I know what is expected of me at work? Do I have the materials and equipment I need to do my work right? At work, do I have the opportunity to do what I do best everyday?
Knowledge Growth
People – Retention: What fails miserably?Money as primary motivator
Set it and forget it
People – Teambuilding: What works?Get to know your people
Pot Luck or “Group Pay” outings
People – Teambuilding: What works?
“Give it some Heat!”
People – Teambuilding: What works?
“Chaos Theory”
People – Teambuilding: What fails miserably?Focus on “the Stars”
Not respecting/recognizing their differences
People – Training (Soft Skills)Local Library - Video from LibraryOrganizations that provide networking and group support
HDI Meetings Toastmasters Writers Group Experts “Internally”
Magazines/Newsletters/Blogs/PodcastsNote: Money ≠ Success
People – Training (Technical Skills)Strengths and Weaknesses
Free technical assessments – Online, Training Providers, Tech/Trade Schools, etc.
Partner with Vendors Get NFR licenses and technical training for implementation Understand your benefits Leverage Enterprise Agreements
Shareware & Beta TestingWebinarsLunch and learn Sessions
Build relationships with others in IT
Tools - Call TrackingWhat works?
Gather requirements first Input, processing, reporting
Do not operate in a vacuumSources
OpenSource In-house
Web DevelopmentAccessSharePoint
Find it cheap (ASP/Hosted solution)
Tools – Remote Control• What works? – Just about anything• Cheap tools
• Dameware• VNC• MS Remote Desktop Connection
• Solicit Remote Assistance (Win XP)• ZenWorks (Netware)• Radmin
Knowledge BaseWhat works?
Owner on the team “Knowledge Administrator” Process - KCS Framework Do not operate in a vacuum
Cheap Tools OpenSource (hundreds of choices) SharePoint/Wiki In-house Built
Web DevelopmentMS Access
Find it cheap (ASP/Hosted solution)
Tools - Patch Management • What works?
• Have a strategy, schedule, owner, and back-out plan• Work with Network Admin/Desktop Support
• Cheap tools• Windows Software Update Service (WSUS)• Microsoft Automatic Update• ZenWorks (Netware)• VB Scripting• KIX Scripting
Tools - Statistics/Metrics StrategyWhat works?
Know your database! Get direct access to it (or befriend your DBA)
Tools Crystal Report Microsoft
Excel Access InfoPath SQL Reporting Services
Dynamic Web Cold Fusion, ASP, CGI, PHP
Remember • The 2 most important aspects of any successful business
or department are:• #1 – Your People
• Focus on the “Meaning”• #2 – Available Tools
• Ask for everything• Do not be afraid to fail