Service Desk 2.0, the new generation support model

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SD 2.0 is a new model for IT support

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  • Aale:
  • Aale:
  • James
  • 2 years ago it was social networking policies, today it’s mobile deice policys and management to address BYOD…Isn’t that the promise of cloud? ……When I started at ServiceNow they offered me a laptop…..Isn’t our view of management and data security a little short sited…..
  • Shadow Enterprise using SocialWe call it Shadow IT, because to come out of the closet is still scary in some places. There is NOTHING shawdowy about this IT world we live in, as a profession that lives in the dark for a living, shadows is the new light.
  • Service Desk 2.0, the new generation support model

    1. 1. Service Desk 2.0 itSMF Estonia 11.12.13 Aale Roos, Pohjoisviitta Oy, @aalem Review by James Finister, TCS, @jimbofin Copyright © Pohjoisviitta Oy 2013
    2. 2. Aale Roos • MSc Statistics • ITIL Service Manager & Expert • ISO 20000 Consultant • EXIN Professional • Speaker at –Pink11 –itSMF: Finland11, Russia12, UK12, Estonia12, Finlan d13, Australia13, Belarus13, Estonia13, Swe den13 –TFT12, ITSM Nordic Podcast Top Of the World
    3. 3. What changes affect SD?
    4. 4. Three things
    5. 5. People Not afraid of technology Want to solve problems themself Have more choice
    6. 6. Business Easy to switch World is small, one click away Services, not produc Free service requires
    7. 7. Tools Consumers have rights Easy to use, less support Consumer tools
    8. 8. • The Service/Help Desk was introduced in the 1980´s to support growing IT use and PC’s Technology is changing
    9. 9. Before • Cars were unreliable but easy to fix • Service station + car mechanic
    10. 10. Before • PC:s were unreliable but easy to fix • Help desk and desk side
    11. 11. SO? Support becomes a new business From fixing broken parts…. ….to offering
    12. 12. • People search first • No simple cases • Expect expert service This is already happening
    13. 13. Service Desk 2.0 • ITIL Service Desk was already obsolete in 2000 • Service Desk 2.0 is an attempt to look beyond ITIL. http://pohjoisviitta.wordpress.com/service-desk-2-0-the-new-support-function/
    14. 14. HOW ?
    15. 15. New goal New practices Social media
    16. 16. Goal & mission The goal of support is to provide value by helping customers to use technology to do their jobs better.
    17. 17. New goals ACTIVITY • Number of incidents solved • Availability • 1st level solution rate VALUE • New business • Cost savings • Lack of problems & interruptions
    18. 18. fault observed repair service restored customer problem taken care satisfied customer fault management = incident mgmt ? customer service = ? We need better processes
    19. 19. Improve processes – unlearn ITIL
    20. 20. Standard & Case • A process can manage standard events • Cases are complicated and different • Adaptive case management – Information centric – Rules – Multiple sources – Takes more time Analysis Process Rules
    21. 21. Many sources of support Business support Self service SD official
    22. 22. Many sources of support Business support Self service Infra support Specialis t teams Social Media Ext. Infra support SD Colleague s un-official
    23. 23. Community & Support Colleague s Business support Self service Infra support Specialis t teams Social Media Ext. Infra support SD
    24. 24. Make social media work for you • Self service and peer support => default • Tools will have to facilitate this
    25. 25. Oscar Berg @oscarberg
    26. 26. • In the 1950s, executives feared the bathroom: employees will waste productive time. • In the 1970s, executives feared the telephone: • In the 1980s, executives feared email: • In the 1990s, executives feared Internet access: • In the 2000s, executives fear social media: • In the 2010s, executives fear BYOD Toby Ward & Chris Dancy #KnowNow
    27. 27. “Institutions will try to preserve the problem to which they are the solution.” – C. Shirky #KnowNow
    28. 28. Many channels private message • email • form • chat open message • internal • open forum • Facebook • Twitter • LinkedIn direct contact • phone • visit • other meeting
    29. 29. Many activities Classify & prioritize contacts Handle standard tickets Solve cases Social Media management Discussions Moderation Self Service management FAQ Knowledgebase
    30. 30. Cases • Cisco Finland –BYOD – support forum –-25 % costs –+100% customer satisfaction • Automattic - WordPress –20 M customers –50 K contacts/month –10 Happiness Engineers
    31. 31. Is this easy? No, but more support, more knowledge, solutions visible and reusable = better service @lower cost

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