Middle Column
Print content   Print content   

Jeff Jenson

I needed assistance with a number of issues affecting IT service delivery within our organization.

They began by performing a very thorough assessment and needs analysis by interviewing key management and staff personnel throughout the company. This provided the basis for identifying and prioritizing the top 10 issues to be addressed through training and a procedure documentation program.

The top 10 issues were resolved through a series of actions including:

  • Additional staff training
    Their team held a number of training sessions with IT staff and supervisors focusing on several key areas:
    • Professional customer service delivery and best practices
    • How to document processes and procedures
    • How to better utilize existing Help Desk and service delivery tools
  • Implementation of a procedure documentation program whereby all staff members participated in creating documentation for department policies and procedures resulting in more consistent and higher quality service delivery
  • Identification and implementation of usable metrics for better evaluation of IT service delivery and performance

They delivered a roadmap for addressing the identified issues as well as additional assistance with ongoing implementation of the proposed changes to IT service operations.

Among the results were improvements in overall service delivery as well as a change in attitude among IT staff and management towards the more formalized and professional approach to IT service delivery.

The work they did was instrumental in changing the overall attitude towards professional IT service delivery among the IT staff.

Jeff Jenson, Director Information Technology


Left Column

To: Managers & Directors

We can design a consulting and training program for your group that will produce measurable improvements. Let's talk.

Great Principles:

- Challenge the "Rules"
- Make it Fun
- Develop the Culture
- Know your Customers
- Revisit Core Values
- Embrace Metrics
- Anticipate Needs
- Adapt to the Situation
- Service Recovery
- Attitude Creates Reality

"I liked sharing real-life stories. This course brought concepts down to a level we can apply at work."
B.L. - IT Director

"I liked the real-life examples. I would like to see this course offered to entire departments.
"M.W. - Desktop Support

"Using examples from our own jobs helped us transition from simply having the tools, to applying them in our everyday lives. It was fun and informative. I would definitely recommend this workshop to other customer service professionals."
 S.D. - Shipping/Receiving