Service Desk 2.0. James Finister, TCS Aale Roos, Pohjoisviitta Oy

Transcription

1 Service Desk 2.0 James Finister, TCS Aale Roos, Pohjoisviitta Oy

2 A few questions first What is your role? Does your SD monitor social media? Do you think your metrics capture the real purpose of your SD Do people use their own IT devices at work in your company?

3 WHY? Service Desk 2.0 from fixing broken parts to offering new capabilities

4 Before Cars were unreliable but easy to fix Service station + car mechanic solved incidents Goal: full employment, profitability, satisfied customers for repeat business PC:s were unreliable Help desk and deskside support solved incidents Goal: # of incidents solved, solution rate, customer satisfaction s

5 Now

6 Look at the Gartner predictions for 2012: 50% of enterprise delivered via mobile devices 15% of low cost service provided via the cloud 50% of the top companies storing sensitive data in the public cloud 35% of enterprise IT spend outside the control of IT Sourcing shifting across boundaries and away from Asia

7 A workforce that has cut out the middleman to source holidays etc. directly via the web sees as an obsolete technology and Twitter as a technology for old folk.

8 A workforce that works seamlessly across platforms and that blurs the divide between private and corporate IT wants IT delivered on its own terms will informally leverage social media and web based services to reduce their own workload

9 Is this the future? Service desk agents who by default have less relevant data and knowledge than the caller about pretty much anything Service desks that are routinely bypassed by the user community

10 Or is it already the present? 60,0 Perceptions of sources of support Actual source of support 50,0 40,0 8 % 10 % 19 % SD 30,0 20,0 User Service Desk IT 21 % 42 % Self Colleague Super User Other person 10,0 0,0 Self Colleague Super User Service Desk other Source:

11 HOW?

12 Goal & mission The goal of support is to provide value by helping customers to use services to do their jobs.

13 IT service is complex not visible hard to understand may have unexpected results does not need contact between provider and customer provides value defined by competence, capability, trust Is support just about answering the phone? Is this just a cup of coffee?

14 Requirements IT Service is complex Support is necessary Service without understanding is worthless It is difficult to separate customer service from support Support must be specialized

15 SD 2.0 elements Business support Self service Social Media Forums Specialist teams Infrastructure support Infrastructure support Infrastructure support SD

16 Key concepts in SD2 Contact Customer -> Service Order purchase/request for a new/changed service or product Feedback information concerning the quality of the service Customer problem anything which diminishes service value Failure/fault an observed deviation or absence of the IT service Risk the probability of customer problems reoccurring

17 Customer s problem is your problem THIS F***ING SYSTEM DOES NOT WORK!!!!! is not an incident is not a service request it is your problem!!!!!

18 Contact management activity desk phone ticket SoMe other Social Media Discussions, advice actual common questions Classify & prioritize contacts self service via SD tools FAQ order feedback customer problem fault other

19 So what about the solution. What does this really mean? Self service and peer support become the default support mechanisms Tools will have to facilitate greater communication with other products.

20 Things we need to unlearn SD activity targets The language of ITIl The importance of process Service Desk as SPOC The SD has all the answers

21 Success The success of the supported service is the true measure for the customer support Removal of customers problems is good Treating customers well is good Handling orders fast and faultless is good Solving a lot of problems fast is bad This is better than this, always