Perspectives THE LATEST NEWS FROM PLAN-NET
WINTER 2012
Season’s Greetings Plan-Net is pleased to present the Winter issue of our newsletter and we hope it finds you well. Against a backdrop of one of the longest recessions in history, 2012 has provided Plan-Net with an almost continual set of challenges. As a Service Provider, we are obviously acutely affected by the economic pressures felt by our clients. Subsequently every service we provide requires a constant reinforcement of the efficiencies and business benefits that are gained by
INSIDE
the client in each case. As a result of this on-going approach we have achieved another year of growth and along the way have been finalists for UK IT Department of the Year, UK IT Support Professional of the Year, Legal Sector Supplier of the Year and UK Shared Service of Year. A true testament to Plan-Net’s employees and the Services we offer. The outlook for 2013 is going to be more of the same with continued pressure to maintain
competitiveness for all of our clients. We are however well placed to continue delivering value to our clients and will be able to capitalise on the upturn when it comes. Thanks to all our employees and clients for your continued support. Have a great holiday and a happy new year. Adrian, Jerry & Richard The Plan-Net Directors.
PEOPLE PAGE 2 Sally Stripp from Plan-Net client, RFIB gives her ‘Case for Co-Sourcing’
PERSPECTIVES PAGE 4 Plan-Net’s Ben Whitehead reports on the 10 Things High Performing Service Desks Don’t Do
PROGRESS PAGE 6 Plan-Net nominated for four industry awards in 2012
PRESENTS PAGE 8 Well it is Christmas after all
Plan-Net CLIENT Newsletter 3-12-12.indd 1
04/12/2012 14:15
PEOPLE
Perspectives | WINTER 2012
g
The
in c r u o S oC r o f e Cas
CLIENT FOCUS
RFIB, one of the world’s premier insurance brokerage and advisory firms has been using Plan-Net as a provider of Co-Sourced support to complement its IT team for the last five years. RFIB’s head office is in London, but it also has offices around the world to support its international clients. As with any sort of broking, the effective running of the IT systems that support the business transactions is mission critical to the firm. Therefore, its London-based IT service desk, supporting over 300 users is a challenging environment, which can never afford to experience any downtime. Sally Stripp, Operations Manager at RFIB, talks about her experience using Plan-Net as a provider of Co-Sourced support for the desk.
Why did you consider Co-Sourcing?
Why Plan-Net?
“RFIB looked at Co-Sourcing because of a series of benefits, the most important one being the flexibility it allows in expanding and reducing staff numbers according to our needs and helping us keep headcount at a sensible level. Co-Sourcing is also great for covering holiday and sick leave, as well as providing extra cover for projects, such as our office move. There is no need to train staff as they are fully trained by Plan-net, and are also managed by Plan-Net, so there are fewer headaches for us.”
“The long relationship we have with Plan-Net speaks for itself. We initially selected and have subsequently continued to partner with Plan-Net over the years because the company provides high quality staff, a consistent quality of service and a personalised, flexible approach where our changing needs are always met.”
2
Plan-Net CLIENT Newsletter 3-12-12.indd 2
04/12/2012 14:15
Getting to know ERTEN YUSSUF, PLAN-NET SERVICE DESK MANAGER
As Erten was nominated for IT Support Professional 2012 by the UK IT Industry Awards, we thought we had better delve a little further into what he’s been doing to deserve it! Erten runs the Plan-Net (Sir) Er ten Yu Managed Service Desk for ssuf. a global financial institution based in Central London. The Desk is considered one of the best performing in the country. Within 3 years of joining Plan-Net, Erten has been promoted from Service Desk Analyst to Team Leader and now Service Desk Manager. Well regarded by Plan-Net, his team consistently exceeds targets. Having gained the client’s respect in a demanding environment, Erten is now considered a key member of its IT management team. One of the secrets of Erten’s professional success is the fact that he is still very hands-on and does not shy away from answering a call if the team is very busy and provides guidance whenever a team member faces an issue.
SO, ERTEN, WHAT DO YOU ENJOY ABOUT YOUR WORK? Seeing people I work with, particularly my immediate team working well together and enjoying their work.
WHAT HAS BEEN YOUR BIGGEST CHALLENGE? To adapt to the ever changing support requirements, as the client expands their technology platforms the more knowledge we have to take on.
EMPLOYEE FOCUS
The better we get as a team the higher the expectations from the client and the more we have to push ourselves as individuals to provide the highest level of support we can possibly deliver.
WHAT’S BEEN YOUR BIGGEST ACHIEVEMENT? As a team our biggest achievement was throughout the rollout of Windows 7 and Office 2010 while also undergoing a building move. The team were under severe pressure with call volumes at levels that had never been seen before. Despite the fact they were receiving more than triple the volume of calls we were designed to deal with they STILL provided an exceptional service to the end users which was recognised by the client. In terms of measured performance our biggest achievement has been to consistently fix 90% of all calls received by the Service Desk while also average a First time Fix rate of 87% over the last 12 months.
HOW DO YOU FEEL ABOUT BEING SHORTLISTED AS IT SUPPORT PROFESSIONAL OF THE YEAR? I was honoured and felt it only a matter of time before a knighthood from the Queen was on its way! On a serious note, initially I felt quite embarrassed by it all as I know Plan-Net have a number of staff across our sites that would comfortably fit this bill. I was also fully aware that without the full support of my team we would not have such a highly regarded Service Desk. I feel the fact that I was short listed was a glowing reflection of the team of individuals we have and is a testament to what a skilled and diverse set of staff we have that work together very well rather than a direct reflection on me. 3
Plan-Net CLIENT Newsletter 3-12-12.indd 3
04/12/2012 14:15
PERSPECTIVES
Perspectives | WINTER 2012
10 things you won’t find in a High Performing Service Desk By Ben Whitehead
ABOUT BEN: Ben has been working for Plan-Net for over 5 years. Previously, a Service Desk Manager as part of a Plan-Net Managed Service for one of our financial clients, he is now a Senior Service Delivery Manager. An ITIL Expert with over 10 years’ experience in the IT industry, Ben is accountable for the delivery of ‘best practice’ services across a client base encompassing all market sectors. Currently heading up the Plan-Net Co-Sourced Support team he brings experience, significant market and industry leading knowledge with a history of working amongst some of the most prestigious organisations in the UK. He put together his top ten things he doesn’t find at High Performing Service Desks.
4
Plan-Net CLIENT Newsletter 3-12-12.indd 4
04/12/2012 14:15
1
Lack Measurement & Benchmarking
It all starts with visibility of performance. The best Service Desks regularly measure, trend and set goals for their service delivery and then benchmark against their measures.
2
Ignore Patterns of Activity
A Service Desk that can see how it is performing is off to a great start. However, the next step then is to do something about it. Looking for patterns in types of calls, for example, can provide an insight into an underlying problem that needs investigating and actioning.
3
Don’t Match Supply with Demand
High Performing Service Desks align resources with the way the business operates. If you have an office in the Middle East, why wouldn’t you have a Service Desk that supports it? Best practice is to arrange shift patterns and capacity around activity peaks and demand so that there is always sufficient cover. Ensuring abandoned calls are as low as possible is an indicator of good performance.
4
Allow First Liners to Head Desk-Side
The best Service Desks operate remotely to the user. Tempting as it may be, they don’t physically go and fix issues at a user’s desk, as this creates inefficiencies. Instead, this is escalated to a dedicated desk-side support team or individual.
5
Escalate Fixable Issues
The next challenge is to maximise what can be fixed remotely by the Service Desk. A Good First Time Fix rate is not just about efficiency, it’s about reputation too. It’s important that the Service Desk team understands what falls within their remit, what they have access to and what limits they can go to solve a problem. These can change too. Reviewing escalation causes on a regular basis is a sign of a good performing desk.
6
Bypass Processes
The Service Desk is the central point of IT. It’s the key interface between IT and the rest of the business. Therefore, it has to lead the way with basic disciplines to avoid inefficiencies and failure further down the line.
7
Forget To Log Calls
Services are measured on volumes, and staff recognised on their contribution to these. Therefore no matter how trivial a call is, it needs to be recorded in order to fully understand the capacity of the desk. Not only this, it is also important for audit control, should things go wrong.
8
Have a VIP List
9
Reluctant to Learn New Skills
Directors, traders, sales and back office staff will each have their view on who should take priority. However, it’s important to tackle issues objectively and not personally. Business impact rather than personal relationships or influence should dictate the priority setting process at the Service Desk.
Whether that’s through formal IT qualifications, other IT staff, online, or from end users themselves, the best Service Desks are made up of individuals with a natural appetite to always be learning more.
10
Eat Al Desco
We had a debate here at Plan-Net on whether this deserved its own point, but it’s made it on to the list. Why? Besides keeping the Service Desk a clean and hygienic place to work, it’s healthy practice for staff to take a break away from their computers. However, I must admit I’m guilty of tucking into my BLT at my desk on a rainy day.
Do you agree with Ben’s TOP 10? He’d welcome your thoughts benjamin.whitehead@plan-net.co.uk
5
Plan-Net CLIENT Newsletter 3-12-12.indd 5
04/12/2012 14:15
PROGRESS
Perspectives | WINTER 2012
AUDIT AT THE MUSEUM Our team of consultants have completed IT projects for all manner of organisations, but the British Museum has to be up there as one of the more historic settings. Plan-Net conducted an audit of the existing IT infrastructure estate at the British Museum Company which is the trading company of the British Museum. This included cataloguing information around its IT assets, capabilities, processes and supplier contracts to assist the museum in preparing for future plans.
- Why bother with such a high Standard? By James Potter-Irwin, Senior Consultant at Plan-Net - james.potter-irwin@plan-net.co.uk ISO27001 is generally regarded as the de facto international best practice standard for an Information Security Management System (ISMS). However, achieving certification against the Standard is by no means an easy process. It takes considerable investment of time and money, but most importantly requires executive management commitment. So why even bother? We looked at some of our current clients to determine their key drivers for embarking on their ISO27001 journey. Our most recent engagement is with a medical equipment supplier who works closely with a number of NHS and private health providers. The organisation realised that alignment to the Standard would allow it to more readily demonstrate adherence with a variety of compliance requirements, as well as assure patients that it handles their sensitive personal data responsibly. Another client, an intergovernmental organisation recognised that its reputation is closely linked to a unique archive of public records and determined ISO27001 certification as the best way provide assurance, both internally and externally, that this valuable asset is properly protected. Finally, we are working with a travel company and a law firm who have both determined that certification would give them competitive advantage and attract more clients, especially from regulated industries and the public sector. Compliance and provision of client assurance are
undoubtedly the most common reasons for pursuing ISO27001 certification amongst service-sector organisations, who are increasingly being asked to demonstrate how they protect their clients’ data. This is especially the case for service providers acting as Data Processors, processing personal data on behalf of Data Controllers, who require assurance that processing is undertaken securely, in accordance with the seventh principle of the Data Protection Act.
“Winning new business, simplifying compliance requirements and maintaining reputation are good reasons to aim for such high standards.” Whilst each of our clients has their own reasons for wanting to attain ISO27001 certification, there is one thing that has to be established from the outset and maintained up to, and beyond, certification; Commitment from the highest level of management. Executive support is required for providing overall direction and allocating the resource required to support the implementation and continued operation of the ISMS. Consequently, it is vital that they endorse the business case and, therefore, understand that winning new business, simplifying compliance requirements and maintaining their business’ reputation are all good reasons to aim for such high standards!
6
Plan-Net CLIENT Newsletter 3-12-12.indd 6
04/12/2012 14:15
AWARD SEASON PLAN-NET NOMINATED FOR FOUR INDUSTRY AWARDS IN 2012 IT DEPARTMENT OF THE YEAR This nomination was to the team that makes up the Plan-Net Outsourced IT Department for Law Firm Davenport Lyons. Well done to David Mallet, Stuart Green, Barry Houghton, Tony Rice, Pete Canavan & last but not least Adrian Polley. And thanks to Davenport Lyons too!
IT SUPPORT PROFESSIONAL OF THE YEAR Plan-Net’s second Finalist position was for one of Plan-Net’s finest, Erten Yussuf. He’s been working at Plan-Net for 5 years. Starting out as a Service Desk Analyst, he’s now Service Desk Manager on a Plan-Net Managed Service Desk for one our Financial Services clients. Turn to Page 3 for the full story.
SHARED SERVICE CENTRE OF THE YEAR Plan-Net also made it into the shortlist of the National Outsourcing Association (NOA) Awards for Best Practice in Outsourcing in the category ‘Shared Service Centre of the Year’. Plan-Net’s unique and innovative Legal-Dedicated 24/7/365 Shared Service Centre was running against companies such as Specsavers and UBS.
SUPPLIER OF THE YEAR Finally, Plan-Net was nominated for a fourth time at the Legal Week British Legal Awards 2012 in the category ‘Supplier of the Year’. We’ve been providing IT services to the legal sector, including 14 of the top 15 UK law firms, since we started and that was a long, long time ago. The nomination for this prestigious award was down to understanding the needs and requirements of the legal sector and establishing the Legaldedicated 24/7/365 Shared Service Centre. 7
Plan-Net CLIENT Newsletter 3-12-12.indd 7
04/12/2012 14:15
Perspectives | WINTER 2012
PLAN-NET CHRISTMAS CROSSWORD Win the Christmas Hamper!
PRESENTS
How to enter: Follow the crossword clues to complete the Christmas Cracker. The letters from the shaded boxes will form a well-known Christmas Carol. Send your answer along with your contact details to: people@plan-net.co.uk and all correct entries will be put into a prize draw. Deadline for entry: 18th December
Across 3 Key to Similes (2) 5 The sensible way to drink mulled wine (3) 8 Sister (3) 10 On your mark, get set... (2) 11 The emblem of an organisation (4) 13 Get low (5) 14 Young was the first Pop one of these (4) 16 The famous Kipling one (2) 17 James is potty about this (page 6) (3) 18 Tac’s mate (3) 19 What Santa says in threes (2) 20 Form of communication (2) 21 A herb that waits for no man (5) 22 You & me (2)
Down
1 Thanks (2) 2 2 without W (2) 4 The first half of Marshall’s alter ego (4) 5 Clay, peat and loam are all types of it (5) 6 Don’t lose it! (4) 7 An award (4) 8 It’s hard to reach the high ones (4) 9 Santa’s name in short (4) 10 This type of worm is known for its bioluminescence (4) 12 Quite simply OF (2) 15 19 across backwards 20 There was no room at this place to fit the extra letter (2) 23 He eventually phoned home (2)
NOTE FROM THE EDITORS: Thank-you to all those who contributed to this issue, we really appreciate your efforts. If you want to contribute to the next newsletter, please email newsletter@plannet.co.uk and we’ll gladly take your content and ideas. We love volunteers! We also want to celebrate great personal achievement too so please don’t hesitate to send us your news and photos at any time. Finally, readers, please send us your feedback too. Let us know what you liked and what you’d like to see more of and we’ll try our best to make it happen.
8
Plan-Net CLIENT Newsletter 3-12-12.indd 8
04/12/2012 14:15