The strategic plan for Technical Support focuses on enhancing efficiency using tools like ServiceNow, JAMF, and Intune. One of the main strategies is to boost self-service capabilities. This includes implementing comprehensive knowledge base articles and instructional videos. For example, using JAMF and Intune videos can help users troubleshoot independently. Chatbots integrated with ServiceNow guide users to the right resources, reducing dependency on support staff. Regularly updated self-help resources, driven by analytics that pinpoint top user issues, ensure that common problems are addressed promptly.
Another key strategy is to strengthen internal and external communication. This involves creating an outreach process to clarify support channels, especially for associates like SMBC MANUBANK and Jenius Bank. Regular IT updates and detailed communication protocols help maintain consistent messaging across the board. Developing an executive support team also enables swift addressing of high-priority issues. Bi-annual satisfaction surveys are initiated to refine communication strategies.
Lastly, the plan aims to optimize resources and processes. This involves implementing IT Asset Management (ITAM) support and integration with SMBC for asset management. Streamlining processes—for instance, automating ticket assignments—improves efficiency. Additionally, planning the retirement of Avaya phones and implementing Vonage CCaaS streamline communications. Collaborating with InfoSec to support Netskope projects and performing audits ensure the processes are secure and compliant.
The strategies
⛳️ Strategy 1: Enhance self-service capabilities
- Implement comprehensive knowledge base articles on ServiceNow for common user issues
- Develop instructional videos for JAMF and Intune functionalities
- Regularly update self-help resources based on user feedback and issue trends
- Integrate a chatbot on ServiceNow to guide users to the right resources
- Promote self-service options through internal communications channels
- Utilise analytics to identify top issues that can be addressed through self-service
- Regular training for offshore Tier 1 team to reduce escalation of common issues
- Establish KPIs to measure reduction in calls and monitor self-service usage
- Schedule regular reviews of self-service resources to ensure accuracy
- Incorporate user feedback loops to continuously improve the knowledge base
⛳️ Strategy 2: Strengthen internal and external communication
- Create an outreach process for SMBC MANUBANK and Jenius Bank to clarify support channels
- Establish regular IT updates through newsletters or webcasts for both bank entities
- Develop an Executive support team to address high-priority issues swiftly
- Create detailed communication protocols for off-shore and internal technical teams
- Ensure consistent messaging and support level agreement with SMBC stakeholders
- Implement an internal communication platform for rapid exchanges between support staff
- Coordinate regular meetings between IT and business units to align priorities
- Engage with stakeholders to gather input on communication improvements
- Provide training to enhance communication skills of technical support staff
- Conduct bi-annual satisfaction surveys with all entities to refine communication strategies
⛳️ Strategy 3: Optimise resources and processes
- Implement ITAM support and integration processes with SMBC for asset management
- Set up a prioritised project board for ongoing strategic projects
- Streamline shipping and receiving processes for handling employee equipment
- Utilise ServiceNow to automate ticket assignment and escalation processes
- Develop a detailed plan for Avaya phone retirement and Vonage CCaaS implementation
- Collaborate with InfoSec to support projects like Netskope and audit processes
- Create a testing and deployment schedule for Windows 11 across departments
- Coordinate with branch offices for seamless branch moves and technology upgrades
- Evaluate and enhance current domain trust initiatives with SMBC MANUBANK
- Measure and track resource allocation and efficiency through performance metrics
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
