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Service Desk 2.0 in 2013 and Beyond: FUSION 13
 

Service Desk 2.0 in 2013 and Beyond: FUSION 13

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Here is the presentation Elizabeth Cholawsky, VP and General Manager of the IT Support Line of Business at Citrix, delivered at her Service Support and Operations thought leadership session at FUSION ...

Here is the presentation Elizabeth Cholawsky, VP and General Manager of the IT Support Line of Business at Citrix, delivered at her Service Support and Operations thought leadership session at FUSION 13.

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    Service Desk 2.0 in 2013 and Beyond: FUSION 13 Service Desk 2.0 in 2013 and Beyond: FUSION 13 Presentation Transcript

    • Service Desk 2.0: More Uptime in 2013 and Beyond E LIZABETH C HOLAWSKY, VP AND GM, IT S UPPORT AND A CCESS L INES OF B USINESS , C ITRIX @ ECHOLAWSKY
    • A Different Kind of UPTIME
    • Your Customer in the 2.0 World • Using any device they want; not issued by IT • No longer at their desk • Combing any apps they want without telling IT • More technically savvy • Turning to Google, social sites and friends for help • Expect a Genius Bar experience
    • Service Desk 1.0: The User’s Point of View IT is so controlling! They won’t let me have the apps I want. Their service policies actually prevent me from getting my work done! When will they get out of this reactive mode? Forget it. I’ll do it myself! IT slides into irrelevance
    • How Did We Get Here? 10B 50% INFINITE MOBILE DEVICES MORE APPLICATIONS UNIQUE CONFIGURATIONS • Average user has 14 business applications, 22 personal apps, 3 computing platforms • Every device is unique, personalized once used • Average corporation has 1M+ unique user configurations • 50% of employees contingent and outside the firewall by 2020 • 4.8B smartphones by 2016 • 39% of US adults own a tablet • Average of 3 networked devices per user globally: smartphone, tablet, laptop… Net-Net: Exponential IT support burden
    • Mobility Is Overwhelming Service Desks What Has Been the Impact of Mobile Devices on Your IT Service Desk Over the Last Two Years? • • Source: The Impact of Mobility on the IT Service Desk Published 17 July 2013 ID: G00251936 Analyst (s) Terry Cosgrove and Jeffrey M. Brooks • 81% of organizations reported that mobile devices have increased their service desk workload over the last two years The majority of these organizations also stated that they have not increased their staff to address the enhanced demand Fewer than 15% reported no impact ….And many organizations do not track information that would help them pinpoint efficiencies
    • Rethink Support Delivery � Operate anywhere, any time, any platform � Restore user satisfaction � Be more efficient with no additional resources � Be mobile first � Maximize uptime Move from Service Desk 1.0 to Service Desk 2.0 Your release notes follow….
    • Service Desk 2.0
    • Service Desk 2.0 Release Notes 1. Mobile First, Mobile Equal 1. Release 2.0 includes the same capabilities for all mobile devices as we have for PC, Mac and Laptop management.
    • Service Desk 2.0 Release Notes 1. Mobile First, Mobile Equal 2. Mobile Device Support (MDS) and Lightweight Mobile Device Management (MDM) come standard in Service Desk 2.0 Capability Full Remote Control Chat Diagnostics Screen Shots Profile Push/Configuration Reporting & Analytics Policy Management Real-Time Monitoring Location Performance Device Provisioning Inventory/Asset Management Mobile Device Management (MDM) Mobile Device Support (MDS)
    • Mobile Support “Our Game Changer” • Recognized increased mobility demand from their client base • Recently moved one of their medical clients from PCs to iPads • Needed to quickly and efficiently offer remote support and network monitoring to mobile customers “Using the GoToAssist IT support tool allows us to do this and has been a complete game changer for our company.” – Bryan Brooks, IT Manager, SPRT IT Solutions
    • Service Desk 2.0 Release Notes � In an upcoming release Mobile Application Management • • MAM is quickly becoming a requirement for most enterprises (IDC, 2013 MAM & Security Technology Assessment) Consider app wrapping and SDKs Mobile Content Management • What do you do with a problem called Dropbox? Photo: Courtesy of www.forbes.com
    • Service Desk 2.0 Release Notes 1. Mobile First, Mobile Equal 3. In this release all IT Support professionals’ tools are also available on a wide range of mobile devices IT Pros are people, too!
    • Service Desk 2.0 Release Notes 2. Multi-Channel Support 1. 2. Release 2.0 now includes a knowledge based and user selfhelp content Community forums are available as an optional upgrade
    • Changing demographics influence service preferences Phone 19 44 46 76 57 Seniors Boomers Gen-X Gen-Y 10 14 12 Social Media Selfservice Net Gen 3 24 25 12 13 Email 9 10 77% of “Net Gen” want service by chat, social media or web self-service Chat 10 8 4 3 4 16 15 28 24 Q: When you want service or support for a product or service are you most likely to seek help? Source: TSIA.org
    • Citrix Global Customer Support Saw Big Benefits by Moving to Self-Service Cost per interaction decreased by 47% over 3 years Assisted support decreased by 60% within 2 years Agent assisted 100% 90% 80% 83% 84% Self Service 86% 87% 89% 90% 92% 92% 12,000,000 Total cost / interaction Total interactions 11M 80% 10,000,000 $1.38 8M 8,000,000 60% $1.20 $1.13 50% 40% $0.89 6M 6,000,000 $1.60 $1.40 70% $1.00 $0.80 30% 20% $1.80 $1.67 20% 4,000,000 17% 16% 14% 13% 11% 10% 10% 8% 8% $0.60 3M $0.40 2,000,000 $0.20 0% Q1 2011 Q2 2011 Q3 2011 Q4 2011 Q1 2012 Q2 2012 Q3 2012 Q4 2012 Q1 2013 GCS Agent Assisted & Self-Service Volume $- 2010 2011 2012 2013 GCS Incident Volume & Cost Per Interaction
    • Self-Service Alone Will Not Solve Your Problems Field Service 4.64 Phone 4.33 Web chat Raise CSat scores by adding in the human connection 4.05 Email Self Service is most desired and least satisfactory 3.96 Self-service 3.27 0 1 2 3 4 5
    • Service Desk 2.0 Release Notes 3. Chat is a mandatory Channel 1. Service Desk 2.0 has been substantially enhanced with full multi-channel capabilities. Implementation of chat is mandatory. � Release 2.1 will include Interactive Customer Response (rule-based processing and intelligent interaction) Social Support KMS & SelfHelp Communities Live Assistance
    • Service Desk 2.0 Release Notes 4. Agent/Customer Location Mashing 1. All Web pages used with SD 2.0 will generate a unique identified that will allow the agent to immediately see what the customer is asking about Service Code can pull account detail, jump the queue and provide page history
    • Service Desk 2.0 Release Notes 4. Agent/Customer Location Mashing 1. Screen sharing is mandatory in all customer interactions 1. If customer and agent are chatting, connection will be by the push of a button. If customer and agent are talking by phone, connection will be by issuing a code for the customer to input on a Web page. Improved first call resolution rates by as much as 70% Customer satisfaction scores jumped as high as 90 to 97%
    • Service Desk 2.0 Release Notes 5. Complete interaction tracking 1. Any time and agent and customer have an interaction, information about the incident will be automatically logged into a ticket Reduced outstanding call backlog by 25% Expects 300% revenue growth
    • Service Desk 2.0 Release Notes 5. Complete interaction tracking 2. Standard metrics will be changed to reflect customer satisfaction; efficiency metrics will only be available on a per request basis
    • Service Desk 2.0 Release Notes 5. Complete interaction tracking 3. Summarized information from incidents will be automatically included in the Knowledge Base Saved one full-time head count
    • Service Desk 2.0 Release Notes To All Progressive Help Desks: This notice confirms END OF LIFE FOR SERVICE DESK 1.0
    • Thank you for attending this session. Don’t forget to complete the evaluation!