IT Service Empathy Workshop

IT Service Empathy Workshop

Introduction 

• Welcome and introductions
• Workshop objectives and agenda overview
• Context setting using insights from the pre-work survey

Example Scenario: Unexpected Outage 

• Setup: Our online trading platform experiences an unexpected outage during peak trading hours. The incident impacts all users, leading to potential financial losses and severe customer dissatisfaction.

• Role-Playing
  • Teams work together to resolve the scenario, using their existing knowledge, tools, and processes. Some team members will role-play as a customer with limited information, while others will act as IT service agents triaging, resolving, and/or fulfilling the customer's request while operating off of their own limited data set, promoting empathy and exercising unique problem-solving skills.

• IT Service Management
  • Incident Management: Rapid identification and resolution of critical incidents to minimize impact.
  • Root Cause Analysis: Conducting thorough investigations to prevent recurrence and improve future response.
  • Change Management: Ensuring that firewall changes are properly tested and documented to avoid similar issues.

*2-3 additional scenarios based on clients' unique problems and customized to match their environment.

Closing Session

• Review of key takeaways and lessons learned
• Q&A session and open discussion
• Closing remarks and next steps
• Distribution of take-home materials and resources

This comprehensive workshop is meticulously designed for IT professionals who play crucial roles in service management, incident response, and customer support. The content and scenarios are crafted to benefit a wide range of IT roles, including but not limited to:

• IT Service Desk Technicians
• System Administrators
• Network Engineers
• IT Operations Managers
• DevOps Engineers
• IT Project Managers
• Service Delivery Managers
• Information Security Specialists
• Database Administrators
• Cloud Infrastructure Engineers

To ensure participants can fully engage with and benefit from the workshop content, the following prerequisites are recommended:

Basic Understanding of ITSM: Participants should have a foundational knowledge of IT service management principles and frameworks (e.g., ITIL).

Practical Experience: Some hands-on experience in handling IT incidents, customer support, or IT operations is beneficial.

Team Collaboration: Familiarity with cross-functional teamwork in an IT environment is helpful.

Problem-Solving Skills: Basic analytical and problem-solving skills are essential for engaging with the workshop scenarios.

It's important to note that no specific tool knowledge is required, as the workshop focuses on universally applicable principles and practices. The tool-agnostic approach ensures that participants can apply the learnings regardless of the specific ITSM tools or environments used in their organizations.

Upon completion of the workshop, participants will be able to:

• Swiftly identify, analyze, and resolve complex technical issues, significantly reducing downtime and enhancing overall service reliability.
• Communicate effectively with a wide range of stakeholders, from C-level executives to end-users, leading to improved relationships and higher customer satisfaction scores.
• Implement and champion best practices in problem management, documentation, and knowledge sharing, effectively preventing recurring issues and optimizing IT operations.
• Demonstrate high levels of resilience, composure, and strategic thinking in high-stakes situations, ensuring effective incident management and minimizing business impact.
• Facilitate and participate in cross-functional collaboration, resulting in more efficient, cohesive problem-solving efforts and improved organizational alignment.