Tag Archives: SITS

The professional advantages of a UCISA bursary

Mia Campbell
IT Support Services
Leeds Beckett University

SITS, June 2018

The bursary I received from UCISA to attend the Service Desk and IT Support show (SITS18) has been a brilliant experience! Providing me with great insight into other IT support services colleagues outside of my own institution from both the UK and worldwide. In addition, it has shown me what changes and improvements companies can provide through their services to our sector.

New developments

We have in fact recently taken on board one of the services that was at SITS18 as we have been going through a new tool transition from LANDesk to Ivanti. For my own personal adjustment to the change, and that of my colleagues, a lot has been learned from feedback from SITS and from analysing what was presented at this event. Insights into how other institutes have customised their tool/workspace, which I learnt about at SITS, have been useful to know about. This information can help shape our new tool, which is being customised to our needs.

Sharing with colleagues

As soon as I returned to the office, I discussed many elements of my findings with colleagues, which was great and I believe insightful to them. As well as talking about lectures and people that I came across during the event, I also talked about the companies I saw too, and the research I carried out at SITS, and the information that they had provided me with. In addition to this, we are actually putting a couple of these systems in place which we are testing to see if they are suitable for our institute. From the knowledge I provided to colleagues, it has given a great insight to those who may be using the systems in the future.
Due to this bursary having an application process from individuals in institutes across the country and the announcement being made on the UCISA website, many people were aware of the scheme and that I had successfully been awarded a bursary. People such as my colleagues would ask me about it and the event, which was an interesting way to stimulate new conversions with others.

Organisational benefits

I had a few interactions with companies that have got in touch with our institute before and had some nice discussions about practices. I took note of what they were also saying about comparing benefits to the methods mentioned. This was great! From one another we both received updates and further awareness of each other, which may aid us both in the future. It was a good way to make the companies who provide assistance and solutions, aware of needs and ideas that they could implement in their company/products.

Blogging with confidence

The blogs I wrote have been a great way to share my findings with anyone who wishes to seek insight into this event. The event provides great knowledge from providers, lectures giving assistance with institutional development, which I discussed in my blogs, and of course, I also mention information on visiting a conference/event from the perspective of an employee in the IT sector and how to make the most of it. In my case, I also gained more additional content by attending the InfoSec event, next door to SITS. The blog is great form of communication – basically an article that those who do not know me personally can still gain from by reading my findings at their convenience.

Early career benefits

Overall, I am very thankful that my bursary application was accepted giving me a chance to attend this conference as it has not only provided some great insight for others in this sector and my colleagues, but it has also greatly benefited me personally and my early career start in IT. Hopefully, this has opened more doors for my future as the insight provided by the event has also given me more knowledge for my role and enhanced my understanding of the sector from both sides; front facing and behind the scenes.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme. 

Identifying common points of failure in technology implementation

Mia Campbell
IT Support Services
Leeds Beckett University

The Service Desk and IT Support Show, June 2018

Attending SITS18 in June, courtesy of a UCISA bursary, has helped me learn about the most common points of failure in an implementation programme. These include:
  • Ineffective coaching program
  • Management not taking ownership
  • No workflow or content standard
  • Wrong metrics
  • Seeing it as just a project.
From one of the SITS sessions, I learnt that Eptica had compiled some interesting stats together this year from customers which are useful to be aware of:
91% of customers report that they become frustrated if they are not able to find answers they are looking for online quickly
75% of customers report incidents where agents haven’t had the right or sufficient information to be able to answer their question
70% say that they often experience inconsistent answers between channels
94% of customers say a high-quality response makes them loyal.
By looking at these statistics, it looks as if communication is the key factor which makes and breaks a successful service.

The role of AI

We must adapt to change and the change in how early/what technology people are introduced to. There were a number of different sessions which looked at AI over the course of the conference including: ‘The role of AI and the automation in the rebirth of IT’ and ‘What AI will mean for ITSM and you’. AI is now a key component in many households, which the newest generations are now experiencing at a very early stage. However, there is still an audience that has not had the same experience and may struggle to adjust. One of the speakers stated that in 2011 it had been predicted that by 2020 customers will manage 85% of its relationship with an enterprise without interacting with a human. It is quite noticeable today that it is in fact quite close to that already. So with AI, how can it be harnessed as a tool to make an efficient service for the customer?

The importance of individuals

This follows a point on performance of individuals. Although we are human and not robots we should have a uniform/quite identical approach and knowledge database when assisting a customer so that we can provide an effective and positive service. We can all be guilty of cherry picking who we want to deal with to get the satisfaction we need, but all involved should be able to provide that; behaviour and knowledge are very important factors in providing good customer experience. ‘Shift left’ is a great example of this as it reduces the time a customer has to spare to receive a resolution, but also helps the person/people providing the support to be more efficient and productive in their work. This may possibly save time from unnecessary escalation and provide more time on tasks that may require additional focus.
Other points noted regarding what makes a service/tool run well are as follows:
Consolidation, Compliance, Security, Adoption, Optimisation, Integration, Mobilisation, Collaboration, Collaboration, Efficiency, Productivity.
To elaborate on a couple, Adoption is a key element on both user and support side. The service/tool needs to be adopted as smoothly as possible to enable the service overall to be at its constant prime, so that it can resume or start as expected to complete its duties. Mobilisation is also another factor which relates to availability. In order to achieve the optimal service for a customer, such as online remote support, mobility plays an important part providing support no matter where the customer is.

I met with Sally Bogg for a short while on the first day who is the head of our end services at Leeds Beckett and was also talking at SITS on career development for women in IT.  We attended a keynote session on Women in Technology lead by Dr Sue Black OBE. It was quite inspiring and Dr Black had some amazing stories which she kindly shared with us all.

Conclusion

Although my role is not a managerial one and I cannot make decisions regarding the take-up of tools, it was a pleasure to learn about them. It has been a great experience to take this information back for research purposes and also to document in these blogs how we can improve our attitude and processes. I also spoke to the vendors about how colleagues and I have utilised these tools. The vendors were glad to receive feedback at the event which they could take back to improve their provision to us all.
I spoke to many individuals at this event and it has not only been beneficial for my role but also for my own confidence. Thank you very much to UCISA for the opportunity to attend this event – it is one that I’ll keep with me.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.

Learning about the importance of customer feedback at SITS18

Mia Campbell
IT Support Services
Leeds Beckett University

The Service Desk and IT Support Show, June 2018

The seminars at SITS2018, which I was able to attend courtesy of a UCISA bursary, consisted of hour long talks. I have condensed here and in my next blog, information that was mentioned in the talks, which I believe may be helpful to colleagues.

Key points included learning that:
A vision for a project should be: Direct, clear, brief, achievable, believable
The mission for a project should include: What, how, from whom, why
In order to understand requirements, it is important to look at: processes, strategy, functionality, output, future
Future requirements for IT services are likely to include: Shift left testing, self-service/help/healing, AI/chatbots, business relationship management, predictive analytics
Effective research should include: Engaging with experts, engaging with community, demo, SDI intelligence, seminars, software showcase
The following inputs provide opportunities to improve: Customer satisfaction surveys, complaints/compliments and suggestions, management reports, major incident and quality reviews, cross-functional meetings, corridor conversations, social media.
These foundations should help create and sustain success if applied correctly and should continue to be focused on even after the initial launch date. For instance, if maintained, regular performance reviews will help improve services. Another factor that is sometimes overlooked, is when a small and quick addition or change is made. These play a big part in improvement and promotion of the tool.
Other areas that are important to consider include the fact that customers do not necessary want a silent switch out and may like to be informed of improvements being made to the system they use. It is important to advertise the product/tool that is being put in place, inform users why there is an improvement but also underline how it should not be problematic for the users to get the service they require. Customer experience is a huge factor in whether something fails and this should be constantly monitored.
Pictured here is a cycle of processes that I was shown at the conference, which I believe are important from the presentation by Matt Greening, ‘The Naked Service Desk’. It is a good way to further understand satisfaction levels. Correspondingly, another speaker that day underlined that ‘user experience drives improvement’ so keeping, observing and collating this useful data, can help lead to improvements.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.

 

Getting the best out of the Service Desk and IT Support Show

Mia Campbell
IT Support Services
Leeds Beckett University

SITS, June 2018

My name is Mia Campbell and I have been working in IT support services at Leeds Beckett University for nine months. I applied for the UCISA bursary in order to attend SITS18, to not only help others by providing insights from this event but also for my own development in my early journey in IT. Hopefully, you will find some helpful pieces of knowledge I gathered from this event in my blogs.

Background to SITS

SITS @SITS_UK – The Service Desk and IT support show – is a major event, taking place over two days, which almost four thousand people attend. The intention in attending the event, is to meet with other professionals and companies to learn about best practice, about software/hardware change, and for personal development. The event consists of vendor stands and seminars.

 

How to get the most out of the event

When attending a conference, I would say early is not early enough to arrive, especially if it is on a first come first served basis. Thousands of professionals attend the SITS event #SITS18 , with the same intention as yourself but only a few will be selected to attend the seminars. If you can pay in advance to secure places at the seminars, I would greatly advise doing so. While I attended some interesting seminars, there were a few I could not attend due to capacity. It did give me more time to talk and network, which is just as beneficial.
Some of the interesting talks that I attended at SITS included: Matt Greening’s ‘The Naked Service Desk’; Karl Lankford’s ‘Unlock the power of remote support’; Per Strand’s ‘How to capitalise on the knowledge revolution’; Sue Black talking about her journey to success.   I will be blogging further about what I learnt.
There was also another event/conference in the same building, InfoSecurity, Europe and I was fortunate enough to be allowed access to this with my pass. When I had covered most of the SITS conference, between gaps in my seminars, I had a look at what InfoSecurity had to offer, as security is also a huge part of the IT framework. This was a very informative event and I also met some of the companies that have reached out to us before and some others to potentially, keep in mind for the future. Furthermore, since my event consisted of two days I also had time to attend a few of their short talks, which was helpful.

Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme .