HDI Industry Briefing – Integrating Technology
Lowry Centre, Manchester, 19 July 2005
The Lowry Centre in Manchester was the impressive setting for the most recent HDI Industry briefing, themed Integrating Technology. Sponsored by Sunrise, the briefing brought together delegates from the public and private sector, and provided an interesting half day of presentations, case studies, feedback and the all-important coffee and biscuits!
Andrew Smith, editor of SupportWorld and independent Consultant, began proceedings with a presentation based upon Shaping Service Management Strategies. Smith focused on getting the service desk into shape and making the service desk central to the organisation’s needs. In order to achieve this, Smith examined optimum service delivery, protecting asset investments, streamlining SLAs and providing service management best practice across many service desks.
Smith was followed by Peter Ambrose from Sunrise, who presented on The leap between Help Desk and Service Desk. Ambrose called on first hand experiences as he recalled how many organisations encounter disparate data, complex infrastructures and legacy applications as stumbling blocks to moving smoothly from help desk to a more customer focused service desk. Ambrose identified web-based technologies and web services as ways of easing the deployment of service management solutions and integrating disparate applications for clear access to critical customer data, using Sunrise”s new generation product Sostenuto as an example of one such web-based product.
The final presentation was from Phil O’Hara, Business Systems Manager from waste management and environmental services company Onyx. O’Hara detailed how his company had to update their processes to improve their service to major clients including the prestigious Westminster City Council. Old systems for dealing with resident complaints in Westminster consisted of a 7 stage process that included receiving complaints, faxing complaints to a central department where a suitable field agent would be contacted by phone to carry out the necessary change. By integrating Sunrise’s Enterprise with handheld blackberry devices, the process has been effectively streamlined and field based teams including street cleaners can now respond immediately to job alerts, and provide real time work status updates and resources in any location. A job seemingly well done!
For delegates who attended, no matter what stage of help desk and service desk development they are at, Integrating Technology will have provided a great information session for moving the department and ultimately the company forward.
HDI Industry briefings are regularly held and the next Integrating Technology actually takes place on 4th October 2005. The venue is Glasgow Rangers FC, Glasgow and places can be booked by visiting the HDI website. Click here for more information.