CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 203: Forming, Storming, Norming, and Performing ... in an Age of Social Distancing

Rhonda Brande  (Director, IT Service Management, P.F. Chang's China Bistro)

Date: Wednesday, May 3

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

In 2019 P.F Chang’ China Bistro IT support structure has our restaurant 1st level help desk and field service work outsourced. It was not a positive experience for our restaurants, and I presented a business proposal to bring 1st level support back internally. While leadership loved the idea and was on board, we didn’t have the financial resources or infrastructure at the time to carry it off. And then came COVID.

When lockdown began in March 2020, all 200+ restaurants closed to dine in and only ran Take Out/Delivery/Online Ordering. To quickly cut costs, we had to suspend our outsourcing help desk contract...and spin up an internal support team in four days, with just four people. We made it happen! By the end of May, the restaurants were so much happier with the quality of support they were receiving, they didn't want to go back to the way things were. Attend this session to learn how Rhonda Brande built a 1st level Service Desk team from scratch while social distancing, training remotely, and working apart. She'll share the challenges they faced and overcame, along with the (quick and sustained) successes they've realized. Walk away with a clear recipe for building partnerships and delivering value.


Ways to build new 1st level support teams

What is needed to create a service desk team - people, the process, and the technology

How to get past the challenges of Forming, storming, norming and performing

How to build partnerships with the business who you are providing the support for.

How to understand what your goals and KPIs should be for a new Service Desk when leadership does not know what they want