Innovative Management Solutions

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Help Desks in the Midst of Mergers Acquisitions
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Help Desk Consolidations

• 7 Rules for Survival
• Understand the driving business decision
• Compare key organizational strengths and
  weaknesses
• Focus on People, Process Technology like its
  the very first time!
• Identify the critical success factors
• Collaborate create a measurable plan
• Enjoy the Adventure!

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Business Drivers

• What is driving the business decision to merge or
  to consolidate? 3 primary reasons
• Reduction in costs
• Expansion of operations
• Fix a problem
• Understand YOUR companys reasons and demonstrate
  this understanding in YOUR actions.

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Business Drivers

• Once you understand the business driver(s),
  re-evaluate and reconsider

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Business Drivers

• Once you understand the business driver(s),
  re-evaluate and reconsider

• Are the clients (customers) the same?
• Are there more? Less?
• Same profile?

• What is the effect on the current Scope of
  Service?

• Do these need to be changed?
• Are refinements possible?

• Are the targets going to change?

• Are there duplicates?
• Are new job descriptions required?

• Can the existing technology be leveraged?

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Organizational Comparisons

• Objectively, compare key area strengths and
  weakness focusing on people, applications,
  configurations, defined processes, and
  documentation. Find the steady states among
  the organizations.

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Organizational Comparisons

• The table below lists some of the key areas to
  consider

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Process, Technology People

• Focus on the Process, the People, and the
  Technology like its the very first time.

People
Process
Technology
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Process

• Identify and evaluate the 5 core business
  processes essential to the service delivery
  process
• Managing Customer Service Requests
• Administering Knowledge Resolutions
• Analyzing Performance Measurements Activity
  Reports
• Managing Service Disruption Announcements
• Supporting New Products Services

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People

• Identify and evaluate the strengths of the people
  in the new team and then leverage them.

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People

• Understand the differences...

• Interpersonal
• Leadership
• Management
• Communication
• Problem Analysis

• Knowledge Management
• ACD Systems
• MS Office
• MS Project
• CentreVu

• Team Transitions
• New System Development
• Project Management
• Budgets Funding
• Training Facilitation

• Approaching SeniorManagement
• Dealing with DifficultPeople
• Handling unique circumstances

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Technology

• If possible, avoid additional capital
  expenditures and leverage existing software.
  Focus attention on the configuration design as
  well as the supporting business processes,
  especially for the following
• Incident Management
• Knowledge Management
• ACD System

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Technology

• Three areas of focus

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Process, Technology People

• Focus on these three, but dont forget about
  FACILITY MANAGEMENT LOGISTICS!

People
Process
Technology
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Critical Success Factors

• Understand the critical success factors
  associated with the consolidation or merger and
  be in a position to clearly articulate them.
• If XYZ doesnt happen
• If ABC does happen...
• Leadership
• Funding
• IMS Pace Probability Factor

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Measurable Plan

• What are the key components to a well developed
  plan.
• Logical Organization
• Measurable Tasks
• Identified Milestones
• Distinct Roles Responsibilities
• Properly Paced

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Enjoy the Adventure!

• Life is short. Keep the following in mind
• IMS PEG Factor
• Go and Grow
• Stop, Look Listen
• Sweeping Dealing

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Thank you for joining us!