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Keeping up with today's it support

by Chris Dancy on Jun 23, 2011

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WelcomeKeeping up with today's IT Support Top of FormDate and TimeThursday, June 23, 2011 10:00 AM - 11:00 AM PDTDescriptionBefore you can “Love your Help Desk” you have to understand it. Every department and industry uses terms from a broad vocabulary set: Help Desk, Support Desk, IT Customer Service, Call Centers, Agents, Operators, Level 1, CSR, FCR, ITIL, the list continues to fill, every day in every part of the world. When and where did the tribes of support get separated and what will tomorrow's “help desk” look like. Join Zendesk and ServiceSphere’s award winning speaker Chris Dancy for an event that will redefine not only your use of technology in support but also the very future of support itself. Please join us as Chris Dancy discusses: - The different types of support - The different roles that a support professional plays with customers, clients, end users. - The history and future of IT support - How and when you know you are in the wrong support role - What skills will support professionals need to develop in the next 18-36 months Ideal for: Everyone Time: 1 hour
Support DefinedIT SUPPORTIT – Information TechnologyDefine Support1 to endure bravely or quietly : beara : to pay the costs of : maintain b : to provide a basis for the existence or subsistence ofa : to hold up or serve as a foundation or prop forb : to maintain (a price) at a desired level by purchases or loans; also : to maintain the price of by purchases or loans5: to keep from fainting, yielding, or losing courage : comfort6: to keep (something) going
Cave Drawings & FarriersSupport Historyfootman c.1300, “foot soldier;” late 14c., “one who goes on foot;” as a personal attendant, originally one who ran before or alongside his master’s carriage, announcing its arrival (and keeping it from tipping over).helping (n.) "aid, assistance," late 13c., from prp.customer late 14c., "customs official;" later "buyer" (early 15c.), from Anglo- emerged 1540s; that of "a person to deal with" (usually wth an adjective, tough, etc.) is by 1580s. In Shakespeare, the word also can mean "prostitute."concierge 1640s, from Fr. concierge "caretaker, doorkeeper, porter" (12c.), probably from V.L. *conservius, from L. conservus "fellow slave," from com- "with" (see com-) +servius "slave" (see serve).self-help 1831, from self + help. Apparently coined by Carlyle. British Self-Help Emigration Society is attested from 1887.service (v.) 1893, "to provide with service," from service (n.). Meaning "perform work on" first recorded 1926. Related: Serviced; servicing.self-service (adj.) 1919, in ref. to grocery stores, from self + service (q.v.).technician Meaning "person skilled in mechanical arts" is recorded from 1939.
PangaeaOne World of SupportSCIENCE BREAK – Evolution broke up pangea and the continents and the tribes moved away from each other
TribesSupport SegmentationFailed 1999 CRM – Help Desk Marriages2011 Successful Sales Force - Zendesk
Wildebeest & Zebra'sInternal / External SupportHDI 2010: Who Do we support:Internal - Users, End Users, Employees, Login ID’s, Employee NumberExternal: Customers, Contact, Customer ID’s, Subscribers, Members, ClientsWhat Do we Create:Internal: Tickets, Incidents, Service RequestExternal: Tickets, Requests, Problem,What Systems do we use:Incident Management Software, Customer Satisfaction tool, Knowledge Management Software, Remote Monitoring, Asset Management, ACD, Chat, Skills:ITIL, MOF, SOX, LEAN, ISO, Six Sigma, COBITOr SKILLZ:Positive Language:ListeningConfirming Satisfaction
MarksmanSupport MetricsWhat eats support for Lunch? METRICS, wildebeest or zebras have a chance:Speed to Answer?Response Time?Abandonment rate?FCR? First Call Resolution?TCO? Total Cost of Ownership vs. TRUE Cost of OwnershipReopen rateFully Burdened Cost Per Incident – 2010 HDI study 15-21$CERTIFIIED?Microsoft, HDI, ITIL
You are not alone
CERNTrends toward colliding support modelsCompanies today like zendesk don’t differentiate support, they unite the tribe. Tools like get satisfaction, don’t create ALL by your self self service, today, peer support has been usurped by community/crowd sourced support.Social has pushed the support model that was us and them back to ALL OF US.We are heading toward a world of CXM
Renewable EnergyTools enabling the next generation of supportFacebook - likes, social objects, event management, relationship management (friendship pages), profiles, groups create niche networking, groups are good for projects, review relationship history's and common themes, tagging, social graph, brandividualsTwitter - @ mentions, #tags, trends (topics), favorites, Curation, niche, activity streamLinkedIn - profiles, historyQR Codes: Physical hyperlinks, more will be revealedListly – Crowds can be uglyBlog - humanize, anonymous commentsDisqus (Comment systems) - support for a user in a crowdfoursquare - Location based knowledge on an IT level vs. physical level, proximity based knowledge via knowledge workers, REAL LIFE PHYSICAL COOKIESQuora - Wisdom of the INFLUENTIAL crowds, Q&A social voteGetGlue - social objects, interest graph OVER social graph, gamification, recommendationMemolane – you will live foreverKlout, Peer Index, Empireave-value bought and soldNamesake: Amplified conversationscolor -Amplified events, Elastic network GetSatisfaction: Insource self servicetibbr-follow anythingKlout, PeerIndex: Who's importantPodcast-Education
What do you support for Tech when your services, equipment are in the cloudReactive, Proactive, PRECOG
His Boy ElroySkill sets of the future support communitiesContent ManagementCommunity ManagementGTDActivity Stream Navigation Visual Data SystemsGroup Thought LeadingDigital InfluenceSocial Graph NavigationSocial Pattern RecognitionMeta Object Management
Questions, Thoughts and Answers
Contact & Wrap Up

Keeping up with today’s it support Presentation Transcript

Keeping up with todays IT Support Haplogroups , Pangaea, Esperanto and Tomorrows Support Staff
DEFINE
footman Technician helping Self‐Service History customer Service (v) concierge Self‐help
History
Todays Support Customer Service CenterCustomer Care IT Support Service Desk Desktop Support Support Center IS Support Help Desk Call Center IT Service Desk Tech Support
Todays SupportExternal Internal
Todays Support
Future Fission
Future Fission
Future Fission
Future Fission
Future Fission • Content Management • Community Management • GTD • Activity Stream Navigation • Visual Data Systems • Group Thought Leading • Digital Influence • Social Graph Navigation • Social Pattern Recognition • Meta Object Management
Q,T & A
Fin@servicesphere

Keeping up with today's it support

by Chris Dancy on Jun 23, 2011

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Keeping up with today’s it support Presentation Transcript