HDI Awards – Just what is it that makes an analyst, tech or manager a top performer?

AOY_TimIn the next few weeks we will be kicking off the HDI Analyst of the Year Program which culminates with our local Awards Banquet to be held in December this year.  Every year the HDI San Antonio Local Chapter recognizes our top local area Service Desk Analysts, Desktop Support Technicians and Managers.  Local winners go on to compete nationally with the eventual winner being recognized at the HDI Conference.

I have been involved with the HDI Analyst of the Year program since 2010 and have have been an information technology leader for over 25 years.  During this time it has been my privilege to engage some really great people.  So just exactly what is it that sets these people apart?

  • Integrity – Integrity is the foundation of any successful individual or team.  Integrity builds trust.  Trust empowers people.  Empowered people propel teams to new heights and in new directions.
  • Mission – A strong desire to serve the mission, mission first, is the lens that focuses the individual or team on the desired outcome, goals and objectives.  Serving the mission aligns individual, team and organizational success and breeds a culture of “Doing the Right Thing”.
  • Ownership – Ownership is the engine that powers people, teams and organizations to achieve phenomenal success.  The level to which one owns the outcome is directly proportional to the degree of difficulty one is willing to overcome.

Now is the time to start thinking about who you are going to nominate from your team and why.  Who on your team is the go to person.  How that person, went above and beyond to overcome a difficult situation to achieve success.

Please feel free to share your thoughts on those qualities and attributes that make a top performer.

Bernard

HDI San Antonio Roundtable Event – What KPIs & Metrics are you using?

Come join San Antonio’s top Information Technology Service & Support leaders in a roundtable discussion about KPIs & Metrics.  This roundtable is a follow up to June’s meeting, Service & Support as a business: KPIs that tell the big picture, presented by Jeff Rumburg, MetricNet, LLC.  How is your organization using KPIs & metrics?

We are all somewhere on the path to becoming a “World Class” IT Service & Support organization.  Mr. Rumburg  analyzed data from over 3,700 IT Service & Support Benchmarks, applied the 80/20 and came up with this short list of KPI’s that we should focus on to gauge and improve our performance.

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

Area leaders will share how they are using these KPIs to improve the quality and value of the service they provide.

Thank you to New Horizons Learning Centers for hosting and sponsoring this great event.  New Horizons will serve Rudy’s BBQ.  There is no charge to attend this event.

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Agenda

  • 5:15 – 6:00 PM Check in & networking.
  • 6:00 – 7:30 PM Roundtable discussion.
  • 7:30 – 8:00 PM Wrap up & networking.

 

August Round Table Discussion – What KPIs & Metrics Are You Using?

For our August event, we are going to have a Round Table discussion that focuses on what KPI’s and metrics your organization is using to measure your success.  This is a follow up discussion to Jeff Rumburg’s presentation on Service & Support as  a Business, KPIs that tell the big picture.  We are all dedicated to improving service, increasing our value to the business and ultimately being a “World Class” service & support organization.

Using the 80/20 rule and backed by data from over 3,700 IT Service & Support Benchmarks, Jeff came up with this short list of KPI’s that we should focus on to gauge our performance:

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

This discussion will cover everything from which KPIs you use to how they are tracked and used to improve service.  We hope to get into training and other related topics.  You might want to take a look at Jeff Rumburg’s presentation at https://www.metricnet.com/hdisanantonio/

Please be on the lookout for more details on this event.  We have had a lot of requests for a round table on this topic…It should be a good one!

We wish all of you a safe, fun and happy Fourth of July holiday weekend!

Your HDI San Antonio Local Chapter

 

Live from the HDI San Antonio Event Service & Support as a Business: KPIs that tell the big picture

HDI_LC_SanAntonio_4CWhat a great event!  Jeff Rumburg, MetricNet, presented Service & Support as a Business: KPIs that Tell the Big Picture to a large group representing many of San Antonio’s leading IT Organizations.   Mr. Rumburg has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.  Jeff thanks again for coming to San Antonio and sharing your valuable experience and information.

 

Visit https://www.metricnet.com/hdisanantonio/ to download a pdf copy of Jeff Rumburg’s presentation.

Please join us in thanking our host, CPS Energy and our event sponsor, Apex Systems for making this event possible.

We are taking the month of July off and will be back in August with a round table discussion.

Have a great summer!

HDI San Antonio

HDI KCS Foundation and Support Center Analyst training coming to San Antonio

Looking for a great way to improve service and elevate the customer experience in your organization?  HDI training and certifications are an excellent way to learn service and support “Best Practices.” We are pleased to announce that the HDI KCS Foundation Certification and the HDI Support Center Analyst Certification training classes are coming to San Antonio this summer.

The HDI KCS Foundation training is a one-day class and will be offered here in San Antonio on both July 12 and July 13.  According to HDI Global, “This certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Support (KCS) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.”

The HDI Support Center Analyst Certification class is a two-day class and will be offered here in San Antonio on August 1. According to HDI Global, “This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.”

Please visit the HDI Course Calendar for more details and registration info.  You can also contact Shea Knauff, HDI Account Manager at 904.819.6647 for more details.

 

Hilda Rivera, Standard Aero joins HDI San Antonio Board of Directors

HildaRivera

We are very excited to announce that Hilda Rivera, Senior Analyst with Standard Aero has joined the HDI San Antonio Local Chapter Board of Directors.  Hilda, is taking on the VP of Programs position and will be responsible for developing and scheduling events and programs for the local chapter.

Read more about Hilda and the other board members here.