March2008 Strategies For Adopting Self Service And Automation

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  • March2008 Strategies For Adopting Self Service And Automation

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

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