The Importance of Great Service Desk Design

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Today’s service desk users are used to intuitive SaaS-based applications like Facebook and LinkedIn designed with a totally different kind of user in mind. …

Today’s service desk users are used to intuitive SaaS-based applications like Facebook and LinkedIn designed with a totally different kind of user in mind.

www.nimsoft.com

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  • 1. The Importance of GreatService Desks DesignGeorge SpaldingExecutive Vice President, Pink ElephantKen JochimsSr. Product Marketing Manager CA13 November 2012
  • 2. Good Design Leads to … George Spalding Executive Vice President Pink ElephantPink Elephant – Leading The Way In IT Management Best Practices
  • 3. Tool Design??  Strategic Convergence has arrived  All tools today are basically written to be compatible with ITIL principles and terminology  But is that enough?  Who are these tools created for?  Is Self-Help Possible? Probable? Preferable? Generational?  Can the business take advantage of the IT toolsets?  Can the tool creators take advantage of known interfaces?: Facebook, Amazon, Outlook? To accommodate the average user? © Pink Elephant, 2012. All Rights Reserved.Good Tool Design 3 ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • 4. Tool Design??  What about us?  Service Desk Analysts have been complaining about tools for years: Too slow? Too cumbersome? Too many categories, etc.  Training? Ramp-Up Time?  Managers demand: “Record every call”!! Every contact  Mac & Windows have created scenario-based actions  Could the tools simplify the choices for the Analyst as they progress rapidly through the incident?  Could we go beyond a “macro”?  Would analysts benefit from familiar interfaces as well?  Incident Management is all about TIME! © Pink Elephant, 2012. All Rights Reserved.Good Tool Design 4 ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • 5. Questions? www.pinkelephant.com © Pink Elephant, 2012. All Rights Reserved.Good Tool Design 5 ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
  • 6. Great Design is Critical to Today’s SaaS Based Solutions Good design implies credibility Brand+1 Usability is life and death Design is a powerful business advantage Connect with your customers emotionally
  • 7. Great Design is Critical to Today’s SaaS Based Solutions Good design implies credibility Brand+1 Usability is life and death Design is a powerful business advantage Connect with your customers emotionally Key findings from a Usability Recourses study revealed that users of enterprise social software technologies want:
  • 8. Consumer Look and Feel For Corporate ITLeverage social media concepts for design & usability conventions Familiar, modern user experience for analysts brings the UI paradigms of social media and consumer web tools to IT
  • 9. Consumer Look and Feel For Corporate ITLeverage social media concepts for design & usability conventions Familiar, consumer like user experience for end users brings the UI paradigms of social media and consumer web tools to IT
  • 10. Familiar User ExperienceLeverage social media concepts for design & usability conventions Search Includes Catalog items Knowledge Base articles Tickets Configuration Items
  • 11. Nimsoft Service Desk Value Proposition – UX +
  • 12. Benefits for Your Organization  Action-Driven workflow Focuses on actions – Guide analyst on how to resolve issue  Configure don’t code Workflow is 100% configurable No programming skills required Configuration not lost in upgrades  Years of experience built in Designed and built by a Service Provider Ability to start with standard configurations pre-loaded (9 ITIL processes certified)
  • 13. Nimsoft 7 – Service Different Simple, powerful Adapts easily, SaaS-based IT without Service Desk programming  Consumer UX  Built in guidance CA Nimsoft  Configure-don’t- Service Desk 7 code
  • 14. Thank you!Questions?For more info please visit ca.com/nimsoft