Re-thinking IT End User Support A simple, clear and compelling End User support strategy for the future

Transcription

1 Mark Bennett 25 th November 2015 Re-thinking IT End User Support A simple, clear and compelling End User support strategy for the future

2 Rethinking IT Support IT Care Leadership & Culture IT Care Self Service & Automation We have sorted out the past, driven out demand and built our digital future with new thinking and innovation.

3 Re thinking IT support Designing IT Care against the Demand Getting closer to what our customers want it costs us less and satisfaction improves Customer Satisfaction X X X The easier you make it the cheaper it becomes People get what they want faster and therefore pulls less resource What our Customers want Management factory Reporting Teams Costs X X X Protracted Workflow Complaints Team (Local) process Improvement Projects Deviation from the IT Care purpose gets expensive and hurts satisfaction Rethinking IT Support

4 Continually studying our system embedded into peoples roles At first this was a manual, time consuming but necessary investment Rethinking IT Support

5 Continually studying our system embedded into peoples roles..but through the use of technology this is now all automated with real time insight, allowing real time decisions Rethinking IT Support

6 IT Care culture and differentiators One of the 3 critical parts of the IT Care approach is leadership & culture with a specific focus on individual behaviours, especially those of our leaders, creating the environment to foster innovation and design services that give people what they when they need it. Behaviour Led Our behaviours Our and how behaviour-focused we act as leaders complement solution, the traditional Behaviour approach to achieving Led Strategy culture shift Execution within IT Care (BLSE) compliments We drive demand the and traditional cost down at all times and have no assessment interest in profit. method for an integrated As part of Aviva, we focus on our approach to achieving colleagues, with ultimate flexibility on organisation-wide culture activities and deliveries renewal integrating with organisational strategy in a way a The BLSE approach identifies supplier can t with no SLA s or contracts. and executes changes against a series of value events, enabling leaders leaders to accelerate culture change We invest is the use of technology, with an Agile development team embedded within front line teams. Organisation Led While the behaviour led approach focuses on value events, in parallel, we put in place complementary systemic, programmatic and Systems Thinking process changes At all levels, people are empowered to drive change to the front line We lead the way with thinking differently and create the environment that allows people to think, experiment and innovate. IT Care Leadership & Culture Both strategies work together to help drive and support the sustainable culture change needed for IT Care to succeed When brought together, and actively applying the focus to both, this should bring about a higher-impact and cultural shift faster.

7 Aviva End User Support Historically Historically in Aviva IT support was designed based on how IT teams were organised which is often functionalised with fragmented workflows and hand offs. This resulted in people having the think about where they go to get the right support. It was not customer centric, and instead designed around IT process and frameworks. Incident control IT Care Leadership & Culture

8 IT Care - Purpose & Principles Re-engineering how IT Support is provided using Systems Thinking.to enable our business to do business Designed Outside In Redesigning end user support based on customer demand Removing functional separation & protracted workflows Resolve first time, never flow Resolve as much as possible 1 st line Reducing business downtime & need for second line support teams Onboard & Educate Educating using digital mediums to reduce future support needs as well cost Take Ownership When a demand flows act for the customer Self Service & Automate Reducing the impact of IT support on the business through servicing demand via the fastest, lowest cost point Reduce Demand Address root cause of customer demand reducing business downtime & user frustration IT Care Leadership & Culture Purpose: Provide the support people need, when they need it, to help them do their job

9 IT Care Providing the support people need, when they need it Design primarily based on customer demands existing functional separation is removed, creating a single integrated support function. Focused on looking left Providing onboarding, education & training IT Service Desk Service Bars Systems Access Deskside Support Self Service Hardware & Software Requests Minimising hand offs to 2nd line support functions - Relentlessly shifting demand left to the fastest & lowest cost point, reducing business downtime and the overall cost of IT support. IT Care Leadership & Culture

10 IT Care outcomes & purpose - Everything is strategically aligned to and redesigned against this Reduced Business Downtime Demand Reduction Cost Reduction Awesome Customer Satisfaction Primary Outcome Employee Engagement IT Care Leadership & Culture Purpose: Provide the support people need, when they need it, to help them do their job

11 IT Care Benefits IT Operational benefit: Total support demand fallen by 40% 60% of total support demand now self served Manually handled demand fallen by 50% Business benefit: IT faults impacting productivity reduced by 35%. 100% of new entrants have all the access & equipment they need within 1 hour of starting. IT Care Self Service vs Industry Average First contact fix risen from 68% and hit 83% A reduction of 66 FTE & IT run cost reduction of over 1.6m Software provisioning automated, installed within the hour. 52% reduction in incident durations IT Care Self Service & Automation

12 IT Care Continual evolution, not a one off change IT Care Systems Thinking Driven Change IT Service Desk Service Bars Systems Access Hardware & Software Requests Designed around customer demand Digital First, Self Serving & automating Deskside Support Self Service Persistent Outcomes: Reduced support demand & cost Improved customer satisfaction Reduced business downtime Improved employee engagement H2Index World class Self Service & Automation an extreme leader Gartner best cost performance, an excellent result for Aviva

13 IT Care in action IT Care real time data IT Care Self Service & Automation and how its revolutionising support IT Care Self Service & Automation

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