Define Measure Acheive. Repeat
Service Desk Salvation Kit
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Don't Miss Our Upcoming Events!

The experts at ThinkITSM will be presenting at HDI Chapter Meetings across North America!

During this speaker tour, a number of topics will be discussed, including:


  • Continual Service Improvement (CSI)
  • Service Desk Metrics and Business Benefits
  • Cloud Computing
  • First Call Resolution
  • IT Process Improvement

Event Highlights

  • Dynamic Presentations
  • Access to tools and templates
  • Networking and social activities

Get access to information that will help you to enhance your organization!


Complete the form below to access FREE resource material from the Speaking Tour.

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Feel free to take this information and incorporate the concepts and ideas into your existing practice.


If you need help interpreting any of the information, just let us know and we can spend some time walking you through how you can use the templates and or examples.


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Upcoming Events

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Past Events

HDI 2016 Conference & Expo | Session 609: 7 Secrets That Will Transform How You Deliver ITSM

Session 609: 7 Secrets That Will Transform How You Deliver ITSM


Session Description


Have you ever wanted to improve IT performance but been overwhelmed by the abundance of tools, methodologies, processes, and web resources available? Are you unsure what to do next, and why?

If so, this session is for you. Charles Cyna has distilled the practices he’s seen throughout twenty-one years in the ITSM industry into seven practical secrets. If followed, these secrets will transform how you deliver IT services. You’ll be inspired by real-world examples, you’ll learn new approaches, and you’ll walk away with a toolkit for implementing these ideas in your organization.

 

Speaker


Charles Cyna

Charles has been working with organizations to improve IT Service Management Practices for over 21 years through education on how-to use tools and processes in a way that are outcome focused. He currently leads a team of dedicated Service Management Practitioners to engage organizations to re-think how they measure themselves and to bring Continual Service Improvement (CSI) to the centre of their IT activities. He currently is the President of ThinkITSM Corporation and a Vice-President at Avante Solutions, Inc.

 

Register Today!

How-to succeed in IT Service Management: Stop Running Reports! - HDI Trillium Annual Conference

DATE: Thursday, May 15, 2014

LOCATION: HART HOUSE - University of Toronto

ADDRESS: 7 Hart House Circle, Toronto, Ontario M5S 3H3

 

Session Description

Do you run many reports? 

Not sure why they are necessary?

Do you sometimes feel like no one looks at the reports you and your team produce?

Do you wonder why your company purchased a 'cutting-edge' tool for reports? 

Where is the value you were promised? 

 

In this interactive session, Charles Cyna will show why reporting from a Service Management tool is mostly a waste of time if you don't have a plan in place as to ‘how-to’ action the information.

 

You will learn how to turn your reports into a performance story that will keep its audience engaged and make you a heroine/hero within your department.

 

If you're a Senior Manager responsible for performance measurement and improvement, learn ‘how-to’ get your teams to refocus onto what really matters to your organization. 

 

Presented by: Charles Cyna

President, ThinkITSM Corp.

 

HDI Trillium Chapter Meeting! Making Continual Service Improvement Real!

The theory of Continual Service Improvement (CSI), outlined by industry best practices such as ITIL are great guidance, but what does an effective CSI plan look like in practice?

 

With the hundreds (thousands) of Key Performance Indicators available in the industry, what are the critical few that will help identify meaningful improvements?   How do you raise awareness of ongoing improvements with the business and build a culture of improvement in your organization?

 

Moving past the theory, Charles Cyna from ThinkITSM will use real-world examples that illustrate how to tackle CSI and answer these important questions.

 

The event will include round table discussions that will enable attendees to ask questions and share their own experiences.

 

Coffee and light refreshments will be served.

 


HDI Chicagoland Chapter Meeting

Service Desk Salvation: Value & Visibility through Continual Service Improvement (CSI)


How do you know if your Service Desk tool and processes are actually providing value to your organization and how they have influenced performance improvement?


CSI unlocks the potential of improved performance from the Service Desk and yet many organizations do not have a structured way to easily and consistently implement and measure continual improvements in their organization.


This session will take you on a practical Service Desk improvement journey that will expose the mechanics of CSI and demonstrate how your organization can transition focus of IT support practices from compliance to performance improvement.

 

Presenter: Charles Cyna, President ThinkITSM Corp.

 

HDI Trillium Annual Conference

Session 301: Assessing the Maturity of your Organization's ITSM Information Model


DATE: May 9, 2012
LOCATION: HART HOUSE - University of Toronto
ADDRESS: 7 Hart House Circle, Toronto, Ontario M5S 3H3


Session Description
Establishing an information model, associated roles and procedures are critical to enabling effective decision support. Strategic, Tactical and Operational reporting is only as valued as the story it tells. If the information you are collecting and managing through your ITSM enabling technologies is incomplete, the ability to support consistent and quality-driven decisions will be impacted.  


This session explores important criteria you should be looking for in the IT Service Management information your organization captures, and how this information can be effectively managed and maintained to deliver value.


Key Learnings:
- What is an information model, and why should my organization have one documented with a formal owner?


- Why isn't the information that my ITSM toolset collects sufficient for my needs?


- How do I know what to change and perhaps more importantly what NOT to change in my ITSM enabling technology?


- What is the importance of information model auditing?


Presented by: MICHAEL OAS
President, Communicating IT Inc.
Vice-President of Definition & Expert Coach, ThinkITSM Corp.

 

Click here to request a copy of the ThinkITSM Information Management Maturity Assessment Model (Microsoft Excel File)

HDI Trillium Annual Conference

Session 402: Implementing a Customer Satisfaction Measurement Program that Drives Service Improvement! - 2 Hour Workshop


DATE: May 9, 2012
LOCATION: HART HOUSE - University of Toronto
ADDRESS: 7 Hart House Circle, Toronto, Ontario M5S 3H3

 

Session Description
Most IT organizations would agree that customer satisfaction is an important measure, however, when it comes to building a methodology to confidently measure it, there is some ambiguity about how to approach this challenge.

 

This workshop will explore how an IT organization can implement a sustainable, holistic customer satisfaction measurement system that will drive service improvement. Interactive discussions will enable participants to build up to three surveys; measuring satisfaction from distinct stakeholder groups.


Key Learnings

- Understand exactly who is the ‘customer’ in customer satisfaction

 

- Why your existing customer survey could be showing inflated satisfaction response

 

- Learn about the different methodologies for establishing a customer satisfaction baseline


- How to build a service improvement program around customer satisfaction


- How to design and build surveys that drive improvement!

 

Presented by: Charles Cyna, President ThinkITSM Corp.


Be sure to visit www.thinkitsm.com/hdi to try out an online survey solution! The ‘Lite’ version is free!

HDI 2012 Conference & Expo

22ND ANNUAL WORLD CONFERENCE FOR IT SERVICE & TECHNICAL SUPPORT

 

DATE: April 26, 2012
LOCATION: Rosen Shingle Creek Expo Center
ADDRESS: 9939 Universal Boulevard Orlando, FL 32819


Session Block Five: Metrics and Measurements #506

Build an executive scorecard that will raise the profile of the service desk in your organization and focus your team on improved performance.


In this session, you will learn how the service desk has changed, how to identify and communicate your service desk’s value proposition, and how to build an executive scorecard.

 

Presented by: Charles Cyna, President ThinkITSM Corp.

HDI Philadelphia Chapter Meeting

Make Service Desk Measurement relevant to Senior Management!

 

Learn how to build your CIO an Executive Scorecard that demonstrates Service Desk value, raises your profile and demonstrates Service Improvement.

 

In the current atmosphere of cost cutting and outsourcing it is increasingly critical for Service Desks to demonstrate their value to IT and the organization.

Moving from being valuable to ‘visibly valuable’ is essential if the Service Desk continues to receive the investment it needs to effectively support the organization.  The key to becoming ‘visibly valuable’ is making information gathered on the Service Desk relevant to Senior Management. 

All too often we provide Senior Management with the information that lets them know how busy we are but not how valuable we are.

Come to this session and learn how to build an Executive Scorecard that will raise the profile of the Service Desk in your organization and will focus your team on improved performance.

 

Key Learnings

- The Service Desk has changed – how we measure needs to change too.
- What is your Service Desks value proposition and how do you communicate it.
- What does an Executive Scorecard look like and how to build one.

 

Presenter: Charles Cyna, President ThinkITSM Corp.

 

HDI Atlanta Chapter Meeting

Are Service Desks the ‘Rodney Dangerfield’ of IT?

Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

Presenter: Charles Cyna President, ThinkITSM Corp.

 

HDI Indiana Local Chapter

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?


How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

 

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

 

Presenter: Charles Cyna President; ThinkITSM Corp.

8th Annual HDI Trillium Conference > Session 302

Workshop: Session 302

Service Desk Salvation: Value & Visibility through Continual Service Improvement (CSI)


Continual Service Improvement unlocks the potential of improved performance from the service desk and yet many organizations do not have a structured way to easily and consistently implement and measure service improvement. This Workshop will take you on a practical, service desk improvement journey that will expose the mechanics of Continual Service Improvement (CSI) and reinforces it with the use of a case study. 

Session Description


Attend this session to understand how clearly defined desired outcomes expose necessary improvements to drive value from your service desk. Selecting Key Performance Indicators (KPIs), monitoring your progress and ensuring visibility of results is a must.  This session will demonstrate how selected outcomes can be traced through to performance results, providing you with real life examples and a Value and Visibility Service Desk CSI Survival Toolkit to take back and get started!

 

Takeaways

 

- Establish your own service desk value proposition and chart your own meaningful improvement path;

- Articulate meaningful outcomes and capabilities for your service desk;

- Identify measurable key performance indicators and targeted improvements;

- Jumpstart service desk dashboard designs and reports that help to demonstrate value and communicate performance; and

- Define a CSI approach for your own organization to systematically drive value from the service desk.


Don't just be "valuable" be "visibly valuable!"


Facilitators: Charles Cyna, Angie Massicotte and Maria Ritchie

 

Workshop Takeaways

 

1. Service Desk Salvation Kit >Click here to DOWNLOAD


2. Complimentary Access to Reports/Assessments/ Surveys Presented at the Session (via ITSMCoach Lite) >Click here to Create an Account

8th Annual HDI Trillium Conference > Session 102

Session 102

Define and Execute Successful Service Management Projects!

Learn how to define a lightweight, actionable service management project plan.

Whether your initiative is a targeted service improvement project or a enterprise help desk tool upgrade, communicating your vision to a project team is often a challenging endeavor.  In this session, learn how to structure a project by setting outcomes, specifying requirements and defining specific deliverables that will ensure that you achieve your vision.  Unlike a project management 101 overview, this presentation will provide a simple formula to scope your projects and drive a deliverables-based project plan that achieves your goals.   This approach has been used successfully to drive small, 4 week quick start projects as well as enterprise-class, multi-million dollar, 100+ resource programs.

 

Speaker: Michael Oas, ThinkITSM Corp. Expert Coach

HDI Chicagoland

Part 1: Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

 

Part 2: IT Process Improvement - Start Where You Are.


How to deliver great service with what you have.

Many organizations struggle to implement a practical ‘Continual Service Improvement (CSI)’ strategy as most existing tools just don’t provide anything to offer in this area.


In this informative session, find out how CSI can be implemented and the tangible benefits it can provide.ngible benefits it can provide.


Presenter: Charles Cyna, President ThinkITSM Corp.

HDI Trillium - Southern Ontario & Toronto - WebCast

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?


How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

 

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

 

Presenter: Charles Cyna President; ThinkITSM Corp.

 

 

HDI Motown

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?


How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

 

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

 

First Call Resolution – A Catalyst for Service Desk Improvement.

 

First call resolution rates are a measure that every Service Desk should track as an indicator that can underpin service improvement. However, what constitutes a good first call resolution rate? How can it be tracked and if you need to improve it – what’s involved?

 

This session will explore how first call resolution can provide the foundation for a Continued Service Improvement (CSI) program and will discuss how a little focus can provide huge dividends in Service Desk efficiency and cost reduction.

 

Presenter: Charles Cyna President; ThinkITSM Corp.

HDI North Coast Chapter

Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?


How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

 

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

 

Presenter: Charles Cyna President; ThinkITSM Corp. 

New York City HDI Chapter

Impact of Cloud Computing on IT


Over the coming years, organizations of all sizes will be able to move the vast majority of their IT to the 'Cloud'.
 
Nowadays, IT Departments support internal infrastructure, however, what does the future hold as IT increasingly moves toward external infrastructure providers? How will IT be impacted?

 

This session will explore the impact that cloud computing could have on the future of IT and will outline the scenarios of ongoing relevance into the future.

 

Presenter: Charles Cyna President; ThinkITSM Corp.

HDI Nebraska Chapter Meeting

 

Is the Service Desk the 'Rodney Dangerfield' of IT? - does it get the 'respect' it deserves?

 

How can the service desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business?

 

Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.

 

Presenter: Charles Cyna President; ThinkITSM Corp.

 

"The HDI Nebraska Chapter was pleased to have Charles Cyna present, "Is the service desk the Rodney Dangerfield of IT - does it get the respect it deserves?" at our October 21st meeting. Charles was an absolute delight. He provided real-world information and solutions to the chapter based on his years of experience in Service Desk Management. Charles had great examples of difficult situations and how they were resolved. He is very eloquent, articulate and easy to listen to. We would certainly have him back to our chapter to speak again."

 

Linda Aughenbaugh, SPHR VP of Programs, HDI Nebraska Chapter

HDI South Carolina Chapter Meeting

How will the Service Desk evolve in the era of cloud computing and what you can do to prepare?

 

Over the coming years, organizations of all sizes will be able to move the vast majority of their IT to the 'Cloud'.

 

Nowadays, many Service Desks support internal infrastructure, however, what does the future hold for Service Desks as IT increasingly moves toward external infrastructure providers? How will the Service Desk evolve as cloud computing spreads across corporate North America?

 

This session will explore the impact that cloud computing could have on the future of the Service Desk and will outline the scenarios of ongoing relevance into the future.

 

Presenter: Charles Cyna President; ThinkITSM Corp.

 

HDI Calgary Chapter

First Call Resolution – A Catalyst for Service Desk Improvement?

First call resolution rates are a measure that every Service Desk should track as an indicator that can underpin service improvement. However, what constitutes a good first call resolution rate? How can it be tracked and if you need to improve it – what’s involved?

Explore how first call resolution can provide the foundation for a Continued Service Improvement (CSI) program and how little focus can provide huge dividends in Service Desk efficiency and cost reduction.

 

"I just wanted to thank you again for the fine job you did communicating the importance of First Call Resolution, at our monthly luncheon. Your presentation and “delivery” of the subject matter was perfect for our audience. You were able to show that when KPI’s, Key Performance Indicators are properly developed, implemented and monitored, they can help an organization define and measure progress toward their service delivery goals." 

 

Chad Khera VP Programs HDI Calgary


HDI Trillium Chapter

Making Operational Dashboards Meaningful through Successful Support Modelling!

Have you ever looked at desk and incident reports or dashboards and wondered why they just don't speak to you, or perhaps to your business executives? Your service desk and tier 2 staff are as busy as ever, but it is unclear where they are making the greatest contribution to the business, or where improvements can be made.

Learn how support modelling your IT services can lead to support alignment between your desk and Tier 2+ staff, and how effective incident coding supports meaningful reporting for IT support.

Included is a walkthrough of a real-world successful incident support model, classification/categorization opportunities, meaningful dashboards and critical support model success factors.



Feel free to take this information and incorporate the concepts and ideas into your existing practice. If you need help interpreting any of the information, just let us know and we can spend some time walking you through how you can use the templates and or examples.
ContactUs@ThinkITSM.com