Increase Support of Tier 2 and Tier 3

How to get your whole IT team to buy into the shift-left strategy.

Onsite Workshop

Did you know?

  • 60-90% of change initiatives fail, costing organizations dollars off the bottom line and lost productivity.
  • Lack of collaboration and buy-in from your tier 2 and tier 3 technicians can cost you money and jeopardize the success of your project.
  • Culture will trump the best strategy every single time.
  • 70% of change initiatives fail because of people-related issues, which place a major burden on managers to drive change initiatives successfully.

This workshop will help you:

  • Create a more holistic and collaborative IT department that fosters collaboration, knowledge sharing, and skills development.
  • Increase buy-in from tier 2 and tier 3 technicians.
  • Decrease time and cost to resolve service desk tickets.
  • Build a scalable mentoring program to foster inter-tier knowledge transfer.
  • Create a stronger and more engaged team by enhancing employee experience and improving company culture.
  • Build day-to-day recognition practices into the IT department to increase team efficacy.
  • Create a consistent customer service experience for service desk patrons.
  • Build a solid foundation for future IT service improvements.
  • Enhance demand planning and trend reporting.

Module 1: Gather Relevant Data

The Purpose

Conduct a current-state assessment of the existing service desk.

Key Benefits Achieved

Assess the process maturity, level of collaboration, and quality of tickets and calls to create a benchmark for the project.

Activities: Outputs:
1.1 Administer the Collaboration Assessment Questionnaire.
1.2 Run the Collaboration Assessment Tool.
  • Collaboration Assessment Score
1.3 Complete the Service Desk Maturity Assessment.
  • Current State Assessment
1.4 Conduct the Ticket and Call Quality Assessment with your team.
  • Ticket and Call Quality Assessment

Module 2: Conduct a Gap Analysis

The Purpose

Conduct a gap analysis between the current state of service support and the target state.

Key Benefits Achieved

Review the process maturity, collaboration, and key metrics of service support and define the target state to build a solid foundation for future IT service improvements.

Activities: Outputs:
2.1 Review service desk and collaboration maturity.
  • Collaboration goals, metrics, and KPIs to track
2.2 Conduct a SWOT analysis of Tier 2 and Tier 3’s perspective.
  • SWOT analysis
2.3 Review best service support practices.
2.4 Clarify goals.
  • Identifying target state
2.5 Identify metrics, benchmarks, and reports.
  • Defining how success will be monitored and measured

Module 3: Empower Leaders to Shift the Culture

The Purpose

Identify strategies to improve team efficacy and gain buy-in from Tier 2 and Tier 3.

Key Benefits Achieved

Build day-to-day recognition practices, identify key stakeholders in the culture shift, create a standardized approach to handling resistance, and design a communication plan and strategy to optimize results.

Activities: Outputs:
3.1 Discuss Info-Tech’s IDEA model for team effectiveness.
3.2 Brainstorm target improvement plans.
3.3 Discuss and document strategies to increase adoption.
3.4 Brainstorm objections and anticipated questions to formulate a consistent response.
  • Process adoption strategy
3.5 Identify stakeholders and key players in shifting company culture.
  • List of key stakeholders
3.6 Brainstorm and document day-to-day recognition practices.
  • Recognition guidelines

Module 4: Improve Knowledge Sharing

The Purpose

Improve knowledge sharing by creating a mentoring program.

Key Benefits Achieved

Improve knowledge sharing and bridge the skills gap by designing a mentoring program and improving knowledge management processes.

Activities: Outputs:
4.1 Review current knowledgebase management processes.
4.2 Create an amended knowledgebase management workflow.
  • Improved knowledgebase management workflow
4.3 Identify key stakeholders.
  • List of key stakeholders
4.4 Identify scope of mentoring program.
4.5 Define roles and responsibilities.
4.6 Define the feedback and evaluation process.
  • Mentoring Program Guidelines
4.7 Build a communication strategy.
  • Communication Strategy
4.8 Identify milestones for communications.
  • Communication Plan

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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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