IT Services and Support Community Meeting Minutes. Location: Chicago, IL Date: March 21, Attendees:

Transcription

1 IT Services and Support Community Meeting Minutes Location: Chicago, IL Date: March 21, 2017 Attendees: Aaron Acker, DeploymentPro Jeff Almer, Apex Systems Cathy Alper, CompTIA Ron Alphin, Parts Now Matt Arnold, Essential LifeCycle Services Sandra Ashworth, Unisys Corporation Phillip Avelar, Advanced solutions, Inc. Sandra Avelar, Advanced solutions, Inc. JoAnn Becker, Achieving Results from Change Jeffrey Bendix, BENDIX imaging, inc. Ron Berndt, TCC-AchieveUnite Lori Berry, GreatAmerica Financial Services Brad Boalt, Lexicon Technologies Galen Bock, CGI Tim Bradford Jean Mork Bredeson, SERVICE 800 Inc. David Brown, PrintFleet Inc. Justin Bush, Zultys, Inc. Randolph Carnegie, Ken-Kor Consulting, Inc. Paul Dittmann, AITP Chicago Dayne Ealy, CSG LLC Steven Francis, Zultys, Inc. Rich Freeman, ChannelPro Magazine Ian Frid, Lenovo James Gaillard, Red Hat Tim Gallegos, Pomeroy David Garner, IT Channel Services Ted Giesler, Cypress Consulting Group, Ltd. Cristina Greysman, Sungard Availability Services LP Robin Haggerty, Essintial Enterprise Solutions, LLC Daniel Hammond, Lexmark Terry Hinders, Virginia Tech Stefanie Hudak, World IT Solutions Jeff Jackson, Summit Computer Services Estelle Johannes, CompTIA Chris Johnson, Wheelhouse IT ITSS EC Chair ITSS EC Vice Chair 1

2 Lori Jolley, AT&T Toivo Kaija, Hewlett-Packard Susan Krautbauer, Flash Global Logistics Chuck Lennon, TeamLogic IT Colleen Loeffler Phonwiang, CompTIA Eric Long, Tera Cloud Charles Love, Wheelhouse IT Aspazia Marin-Diu, StarTechAcademy Kenneth May, Swift Chip Steve Mazza, ISS Solutions West McDonald, Print Audit William McDonnell, Wilmac Company Kent McLellan, OR Computer Solutions Marie Meoli Rourke, WhiteFox Pr John Moore, Tech Target Melissa Murillo, ConnectWise Adam Nygard, D&H Distributing Tim O'Neil, To Solution Inc. Brian Parsons, Green House Data Colleen Payne, Universal Adaptive Consulting Services Inc. Gordon Pelosse, Hewlett Packard Enterprise Phillip Perkins, Perk-Integra Lisa Person, CompTIA Frank Picarello, TeamLogic IT Angel Pineiro, ASI System Integration Inc. John Punzak, Red Hat Michelle Ragusa-McBain, Cisco Systems Inc. Glen Robertson, SERVICE 800 Inc. Kevin Rubin, Stratosphere Networks Richard Rysiewicz, Synnex Corporation Peter Salerno, Stratus Concept LLC Karen Schaefer, Sumner Group Inc. Michael Schuler, HiTech Assets LLC Allen Shay, CyberSpa LLC Brian Sherman, Tech Success Communications Michael Siggins, ChannelPro Angelo Simao, F2OnSite Stephen Smith, Even Keel MSP Aldo Spensieri, Clover Imaging Group Tawnya Stone, GreatAmerica Financial Services Jay Tipton, Technology Specialists Dan Tomaszewski, Green Light Business Technology Michael Tortorici, Hewlett-Packard Enterprise Jeremy Treister, CMIT Solutions of Chicago Downtown Bogdan Tudor, StarTech Academy Kevin Webb, Kevin Webb Communications Aaron Woods, Xerox 2

3 INFORMATION CONTAINED IN THESE MINUTES IS CONFIDENTIAL AND PROPRIETARY TO COMPTIA. THESE MINUTES ARE INTENDED SOLELY FOR THE IT SERVICES AND SUPPORT COMMUNITY MEMBERS AND ARE NOT TO BE SHARED WITHOUT THE PRIOR WRITTEN CONSENT OF COMPTIA. I. The 80s Called, and they Want Your Business Plan Back Aaron Woods opened the meeting and introduced the Executive Council members who were dressed in 80s attire for the meeting. Aaron Acker, DeploymentPro, LLC, Executive Council Chair Tim Gallegos, Pomeroy, Executive Council Vice Chair Ron Alphin, Parts Now Jeff Bendix, BENDIX imaging Tim Bradford, HOBI International Robin Haggerty, Essintial Enterprise Solutions Sue Krautbauer, Flash Global Logistics Eric Long, TeraCloud Inc. West McDonald, PrintAudit Colleen Payne, Universal Adaptive Consulting Services Tawnya Stone, GreatAmerica Financial Services Michael Tortorici, Hewlett Packard Enterprise II. Welcome and Agenda Review Cathy Alper welcomed everyone to the meeting and reviewed the CompTIA antitrust statement, meeting purpose, and agenda. Meeting Purpose Work together to improve ourselves, our businesses, and our industry. 3

4 Meeting Agenda Welcome Pub Quiz Networking Exercise 2017, A Year of Action Technology is Driving Business Evolution CompTIA AITP Sign Me Up! Managed Print Service Benchmark Podcast Library Small Group Input Close III. Pub Quiz Networking Exercise Tim Bradford and Eric Long led the group through a networking exercise involving 80s trivia and technology. IV. 2017, A Year of Action Aaron Acker, Tim Gallegos, and Cathy Alper reviewed the current community projects. 1. ITSS and Managed Print Services retiring Executive Council Members were thanked for their service: a. ITSS: i. Steve Doran, Veritas ii. Joe Iovinelli, SmartSource iii. Colleen Howley, Marathon Deployment iv. Jeff Priestman, CompuCom Canada v. Rich Rysowitz, Synnex Corporation b. MPS i. Tawnya Stone, Great America Financial Services, Chair ii. Jeff Bendix, BENDIX imaging, Vice Chair iii. David Brown, PrintFleet iv. Daniel Hammond, Lexmark v. Aldo Spensieri, Clover Imaging Group 4

5 2. Eric Long reviewed the charity donation process and proceeded with a charity election. Based on the vote, ITSS will donate $10,000 to Genesys Works. 3. Aaron Acker outlined the merger between ITSS and Managed Print Services emphasizing that we are actively working to make this a win for both groups resulting in a stronger community. 4. Tim Gallegos announced that the Quick Start Guide to Automation Services that was produced by the ITSS community is now complete and is available on the ITSS resource page. 5. Cathy Alper announced that the Guide to Warranty Communication best practices booklet that was produced by the ITSS community is now complete and is available on the ITSS resource page. 5

6 6. Aaron Acker outlined the collaborative project between IDC and ITSS aimed at producing managed print services benchmark data and commented that we would be hearing more about this later in the agenda. 7. Tim Gallegos described the podcast library project that will be the major initiative for ITSS in The idea for this project came from two virtual initiative planning community meetings. He also commented that we will be gathering input on topics for this effort later in the agenda. 8. Aaron Acker commented on a merging of the ITSS Talent Acquisition materials and the CompTIA Certification Roadmap which will bring more detail to the roadmap and greatly increase the audience for the ITSS Talent Acquisition material. 9. Cathy Alper shared that there has been some interested expressed in the community in updating the Standard Error Codes document. She asked people to let her know if they support this effort. 6

7 V. Technology Is Driving Business Evolution Services delivery businesses are playing catch-up as companies increasingly leverage technology. We heard short, sharp presentations from industry experts on the new services mindset, the latest in automation, and how service delivery can play a leading role in driving business growth. Emcee and Facilitator: Sue Krautbauer, Flash Global Logistics Transaction to Transformation in IT Services, Tim Gallegos, Pomeroy Keys to Building a Digital Organization, Seth Robinson, CompTIA Converging Industries Challenges and Opportunities, Jeff Bendix, BENDIX VI. CompTIA Association of IT Professionals (AITP) Sign Me Up! Colleen Loeffler Phonwiang, CompTIA CompTIA s new AITP has a natural affinity with ITSS and offers benefits that will be valuable to many ITSS members. Colleen provided an overview of AITP, the goals for the merger and resources that would be available through this effort. Note: benefits listed on this slide are AITP benefits that may be of interest to ITSS members. 7

8 VII. Managed Print Service Benchmark Tawnya Stone, Great America Financial Services IDC and ITSS joined forces to collect data which will result in information about Managed Print Service Benchmarks. Tawnya described this study, the benefits it would bring to the community and provided an overview of adding managed print services to a service portfolio. VIII. Podcast Library Small Group Input West McDonald, PrintAudit West described the Podcast Library initiative: ITSS is creating a library of podcasts on topics that help you and your business succeed. He then led the group in an exercise where they created podcast possible topics in the following topic areas: Workforce Development/ HR Practices Business Evolution Channel Evolution Service Delivery Evolution Notes from this conversation can be found in Appendix A: Podcast Library Topic Suggestions I. Close Cathy Alper thanked the participants and the meeting was adjourned. Respectfully submitted by: Cathy Alper, Director, Member Communities, CompTIA Meeting Blog: IT Services and Support Community Connects the Dots: How Tech is Driving Business Evolution 8

9 Appendix A: Podcast Library Topic Suggestions Business Evolution Business as a service? Pushing it through the food chain or another model Chuck in a truck future Gig economy improving the SVC How to predict what customers will need tomorrow Current trends in product consumption, shortages Discussion on challenges related to growth Forecast challenges and stumbling blocks to be aware of and plan for Get businesses to open up and understand that working with IT on strategy is beneficial Knowing IT service providers may be obsolete, but not sure what next offering is next/ figuring out the next thing Critical how you do change management for your clients vs environment changes Shift from IT delivery to business outcomes Using customer feedback to make good strategic decisions How can we better measure business outcomes for customers? Big data tools to process for leverage How does business evolve with the times? Who leads? What s the most profitable business mix? (produce vs managed services vs project work vs consulting, etc.) Service Delivery Evolution How to build a good customer satisfaction program End-point monitoring and management Peripheral monitoring via agents How to decrease the effort to integrate better service automation with existing systems Matching proc ideas to customers Gathering and collating provider capabilities How do MIT services companies take on managed print? Different business models: cost per seat, outsourced to a specialist partner, etc. Empowering staff to do more, better, faster, cheaper with more clarity Whole unit exchange versus managed services cost modeling How to provide service differently, not the same as everyone else BYOD is killing old delivery model Need to educate customers Proactive monitoring, how to use it The importance of standardization Process docs on how to deliver service o Can t have consistent delivery process without standard processes Future digital footprint for 3, 5, 10 years Driving action from customer satisfaction metrics Transformation is not just of your company, but help the client as your change delivery 9

10 How to improve customer experience by making processes easy New technologies available for managing components, i.e. inventory, first call success, etc. Vendors are trying to integrate RMM, PSA, remote control, etc. Have those efforts been effective? Channel Evolution What s the spark, that creates change/ biz transformation -- why/how do you get started? Channel development o Vendor deficits o Vendor future channel o Vendor/resource/ customer collaboration o Idea management Hoe do partners learn to speak to customers about cloud security? Significance of integration of the rest of the toolset Driven by costs not features Knowing where the puck is going so we know where to skate to Tactics for using social media to grow channel A guide to fairly measure my channel partners How will channel continue to relate to the industry Shift from enterprise vendors to understand what the channel needs How to create a channel program that works What would a millennial start a solution provider business now? New channel abilities as they develop Workforce Development Employee retention Employee development Recruitment gig economy Training on virtualization, citrics, VMWare Training on managed services Keeping mid-career women from opting out How to find/hire women into tech roles Career paths beyond just management How to advance a career if you don t want to be a people manager Finding good networking and server repair techs Teaching them the proper way to communicate How are individuals shown career paths and training evolution need to match? IT Education for executives o IT 101 o Where are things heading? Learning how to ask questions, how to listen. (Don t show up and throw up) 10

11 How to sell business relevance, not speeds and feeds How to go beyond service concierge of service delivery Training plans for expectations vs comp How to manage a campus outreach/recruitment effort Training options and best practices Tools/resources to find appropriate resources Worker engagement especially in gig economy Soft skills How to entice old, new, returning people to all aspects of IT 11