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ITIL :: View topic - Servce Desk Team Meeting Structure help
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Servce Desk Team Meeting Structure help

 
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DJLong
Newbie
Newbie


Joined: May 27, 2010
Posts: 7

PostPosted: Thu May 27, 2010 6:06 pm    Post subject: Servce Desk Team Meeting Structure help Reply with quote

Hi All,

I am hoping that you will be able to help me, I am looking at updating my team meeting structure that I take with my team of 10 Analysts, it has got to the stage where the meeting are stale and it only seems that I am talking. Please see my current structure below:

Ins and Out = to find out who is in or on holiday this week

Statistics = main objective is: React more efficiently & rapidly in response to the needs of Informa users, including resolving queries, responding to all incidents swiftly and accurately to ensure our customers are happy with the level of support they are receiving.

Then I go through the weekly stats pointing out key information like FTF%, Adandoned calls etc

Key Activities Outstanding = We will go through anything that is outstanding
New Activities this week = any new tasks that the team will be working on will go here

Issues = any issues that have risen this week

AOB

If anyone has any idea or suggestion on their own meeting template I would appreciate your help.

thanks
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu May 27, 2010 9:28 pm    Post subject: Reply with quote

DJL,

at the risk of sounding repetitive, first establish the purpose of the meeting. When you know what it is for, it should become obvious what the agenda should be.

I wonder, across the world, how many team meetings are taking place today largely for the reason that "it is good to have team meetings" or "you must have a team meeting".

much that is on your agenda could have been circulated and may not need discussion.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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LennyD
Newbie
Newbie


Joined: Aug 31, 2010
Posts: 3

PostPosted: Wed Sep 01, 2010 2:31 am    Post subject: Reply with quote

Diarmid wrote:
DJL,

at the risk of sounding repetitive, first establish the purpose of the meeting. When you know what it is for, it should become obvious what the agenda should be.

I wonder, across the world, how many team meetings are taking place today largely for the reason that "it is good to have team meetings" or "you must have a team meeting".

much that is on your agenda could have been circulated and may not need discussion.


I have team meeting every two weeks. First an Agenda is created by me. This begins with training for anything new in the organization. Apps we need to know about, troubleshooting techniques, etc. I have admins, techs, whomever can give us what we need for the customer present. I allow them approximately 30 minutes of showtime and then address any questions. If they don't have documentation then they aren't allowed to show us anything. I then bring up anything that was stressed by an analyst within the last two weeks that needed attention. Lastly I give open time for the analyst to discuss whatever they'd like. I'm not hearing many complaints. !
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tolman101
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Joined: Sep 26, 2005
Posts: 44
Location: Sweden

PostPosted: Tue Sep 07, 2010 5:54 pm    Post subject: Reply with quote

The first question that needs to be asked: what is the purpose of the meeting? what outcomes, benefits do you expect to get from holding the meeting?

My opinion is that the meetings will be dry and boring to most of the participants if you provide only performance stats. "this week we solved 65% of calls, last week 64%" etc. It doesn't exactly inspire does it!? Stats can be posted up on the walls for people to see if they want to. Draw peoples attention to any problems that might exist but do this as a separate meeting and be productive about it: "We have a challenge to solve and I need your help with brainstorming and a plan of action to resolve this" could be a reasonable approach. I'm sure you have thought about this (which is why you are posting) but the most probable reason that no one says anything is because they can't wait to get out of there.
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