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March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
March2008   Strategies For Adopting Self Service And Automation
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March2008 Strategies For Adopting Self Service And Automation

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Dan Wilson

Dan Wilson

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  • Transcript

    • 1. Self-Service and Automation Strategies Dan Wilson HDI Motown Chapter President HDI Member Advisory Board Member at Large Client Services Manager, Volkswagen Group of America
    • 2. Agenda
      • Definitions
      • Different Customer Segments
      • Challenges
      • Self-Service
      • Automation
      • Q& A
    • 3. Definitions
      • Self-Service – Serving oneself without aid; Level 0 Support
      • Automation – A tool or process that helps the Service Desk quickly prioritize, elevate, track, and resolve service requests either without or in support of the agent
      • Self-Healing – A system’s ability to perceive that it is not operating correctly and, without human intervention, make the necessary adjustments to restore itself to normal operation; Autonomic Computing
    • 4. Different Customer Segments
      • SMB Space
        • Want it to just work, NOW
        • No Patience for Self-Service
        • Service Desk fulfills emotional aspects of support
      • Enterprise Space
        • “ Captive Audience”
        • Want to learn (depends on firm)
        • More patience
        • Less emotional aspects of support
      • Education Space
        • On the fence, depends on the department too
          • Engineering & Business – Similar to Enterprise
          • Math, Sciences, Human Services, Educations – Similar to SMB
      • Note: Generational differences even more diverse … evolutionary change
    • 5. Challenges
      • Customer Acceptance – Know thy customer!
      • WIIFM – What’s in it for me?
      • Costs of implementation
      • Complete and Continued Commitment
      • Patience
      • Creates excess capacity (now you have too many employees)
      • Proof of success
    • 6. Self-Service History
      • Non-IT - Gas Station Pumps, Vending Machines, ATM, Self-Checkout, Airport Check-in, Toll Booths
      • IT Related – Service Desk Webpage, FAQ’s, KB, IVR, Kiosk
      • Other Hot Areas: HR, Banking, Retailers
    • 7. Self-Service Requirements
      • Unified Mission
      • Vendor selection: Be picky and take your time!
        • Note: Fulfill req. for IT and User functionality
      • Metrics and measure of success
      • Focus on High Volume Issues
        • Password reset, training, setup documentation
      • Make Transactions Intuitive
      • Assign/Hire Knowledge Admin (or owner)
      • Constant feedback (customers, agents, SMEs)
      • Keep it current/relevant!
    • 8. Self-Service Benefits/ROI
      • Good
        • Decreased call volumes (est. 15-50% over a year)
        • Agents have more time for important/more difficult issues
        • More proactive
        • Improved stability of infrastructure
        • Less downtime
      • Bad
        • Less call volumes = Labor cost savings?
        • FCR Impact
        • Could be fatal if testing is ineffective
    • 9. Self-Service Real Life Example
        • At Handleman, Password resets > 54% of call volume so we implemented a Password Reset Tool
        • Results:
          • Dedicated Admin (not full FTE)
          • Involved IT Security Department
          • User Focus and Test Group
          • Lots of documentation
          • Dozens of training classes
          • Patience and persistence
          • Service Desk championed continued use
        • Pitfalls:
          • Tried to rush it
          • Vendors position of “very user friendly”
          • Not knowing our customers
          • Project on schedule and over budget (based upon hours spent)
    • 10. IT Automation History
      • Scripting
      • Alerting and behind the scenes repairs (Customer Perceived Automation)
      • Self Healing Technologies
      Anyone remember this advancement??
    • 11. Automation Requirements
      • Unified Mission
      • Commitment and dedication
        • Note: Scripting is an art, not a science
      • Metrics and measure of success
      • Focus on High Volume Issues
        • Basic PC Maintenance, service restarts, security patches, reboots, malware sweeps, etc.
      • Baby steps
      • Test, Test, and Test again
      • Constant feedback (customers, agents, SMEs)
      • Communicate changes to Users
    • 12. Automation Benefits/ROI
      • Good
        • Significantly decreased call volumes
        • Agents have more time for important/more difficult issues
        • Less Escalations & Costs
        • Business Risk Mitigation
          • Improved stability of infrastructure
          • Less downtime
          • Security improvements
      • Bad
        • Less call volumes = Labor cost savings?
        • Self-service is not a cure-all (mgmt perception)
        • Impact on FCR & Cost/Call
        • Could be fatal if testing is ineffective
    • 13. Automation Real Life Example
      • At PMV we invested in a tool and a FTE ($60k/yr) for Automation and scripting of tasks
      • Results:
        • 50% reduction in call volumes
        • Zero user initiated spyware/virus calls from customers in 6+ months
        • Improved stability and performance of infrastructures
        • Find a common issue, we automate it
        • High end scripts to the rescue
      • Pitfalls:
        • Not enough warning to users
        • Rush jobs
        • Ineffective Testing
    • 14. Self-Healing
      • History
        • Unveiled by IBM 20 years ago
        • Was mostly focused on Midrange systems
        • Recent focus on WinTel system
      • Thoughts
        • Tools advancing by the minute
        • Lacks solid cross-platform support
        • Cost could be a factor
      • Many vendors, new ones daily…
    • 15. Q&A
    • 16. HDI Motown Updates
    • 17. April Meeting
      • April 17 th 1-4PM (3 rd Thursday)
      • Making Connections and Building Relationships
      • Speaker : Sophie Klossner, HDI's Local Chapter Membership Director
      • Location: Dewpoint in Southfield
    • 18. Special Event!
      • May 8 th 1-4PM
      • A "More Better" Workplace!
      • Speaker: Kirk Weisler,
        • HDI's Chief Morale Officer
        • Author of "The Cookie Thief" and "The Dog Poop Initiative"
      • Location: OCC Campus in Auburn Hills
      • Free and open to the public – bring guests!
      • Please RSVP so we get the right room
    • 19. ITEC: Detroit 2008
      • “ Bringing Marketplace, Learning Place, and Networking Together in YOUR Regional IT Event”
      • May 21-22 2008 @ Rock Financial Showplace)
      • Strategic Partner of the Detroit ITEC
      • Free Attendance for HDI Motown Members
        • Registration code to be supplied when we get it…
    • 20. Gold again!
    • 21. ITIL Foundations Classes
      • Looking at ITIL Foundations training this Spring
      • Potential Offerings
        • V2 Foundations
        • V3 Foundations
        • V2 to V3 Bridge Class
      • If interested, let us know
    • 22. HDI Motown Board
      • Elections next month
      • GREAT Opportunity to Lead, get connected, and build your professional family
      • If you are interested in a board position, email [email_address]
      • Officers Summit – June 6-8 in Colorado Springs
      • Positions
        • Co-VP Programs (speakers, events, locations)
        • Co-VP Membership (managing and adding members)
        • Webmaster
    • 23. HDI National Updates
    • 24. HDI Training If you have anyone attending these, let us know. Support Center Managers training (3 days) also possible if we get 8 students. If interested let us know. Date Location Course Member Non-Member 5/12 - 5/13 TBD Metro-Detroit HDI Support Center Team Lead $1495 $1595 5/14 - 5/15 TBD Metro-Detroit HDI Support Center Analyst $1295 $1395
    • 25. 2008 HDI Conference & Expo
    • 26. Upcoming Events
      • 2009 HDI Conference
        • Mandalay Bay in Las Vegas
        • April 6-9
      • 2008 HDI Service Mgmt Conference (ITIM)
        • Miami International in Miami
        • October
    • 27.  

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