Increase Support of Tier 2 and Tier 3
How to get your whole IT team to buy into the shift-left strategy.
RETIRED CONTENT
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- 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.
Book Your Workshop
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.
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: | |
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1.1 | Administer the Collaboration Assessment Questionnaire. |
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1.2 | Run the Collaboration Assessment Tool. |
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1.3 | Complete the Service Desk Maturity Assessment. |
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1.4 | Conduct the Ticket and Call Quality Assessment with your team. |
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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: | |
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2.1 | Review service desk and collaboration maturity. |
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2.2 | Conduct a SWOT analysis of Tier 2 and Tier 3’s perspective. |
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2.3 | Review best service support practices. |
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2.4 | Clarify goals. |
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2.5 | Identify metrics, benchmarks, and reports. |
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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: | |
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3.1 | Discuss Info-Tech’s IDEA model for team effectiveness. |
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3.2 | Brainstorm target improvement plans. |
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3.3 | Discuss and document strategies to increase adoption. |
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3.4 | Brainstorm objections and anticipated questions to formulate a consistent response. |
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3.5 | Identify stakeholders and key players in shifting company culture. |
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3.6 | Brainstorm and document day-to-day recognition practices. |
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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: | |
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4.1 | Review current knowledgebase management processes. |
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4.2 | Create an amended knowledgebase management workflow. |
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4.3 | Identify key stakeholders. |
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4.4 | Identify scope of mentoring program. |
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4.5 | Define roles and responsibilities. |
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4.6 | Define the feedback and evaluation process. |
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4.7 | Build a communication strategy. |
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4.8 | Identify milestones for communications. |
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