Your SlideShare is downloading. ×
The Service Desk of the Future - ITSM Academy Webiner
Upcoming SlideShare
Loading in...5

Thanks for flagging this SlideShare!

Oops! An error has occurred.

Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

The Service Desk of the Future - ITSM Academy Webiner


Published on

Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology …

Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.

Published in: Business, Technology
  • Be the first to comment

  • Be the first to like this

No Downloads
Total Views
On Slideshare
From Embeds
Number of Embeds
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

No notes for slide


  • 1. Service Desk of the Future The Great Debate #itsmacademy @ITSMAcademy Donna Knapp © ITSM Academy 1
  • 2. Donna Knapp  Author  The ITSM Process Design Guide  Service Desk Concepts, 4th Edition  Customer Service Skills for Service Desk Professionals, 3rd Edition       Curriculum Development Manager Certified Process Design Engineer ITIL® Expert/ITIL Examination Panel Certified Scrum Master Certified ISO/IEC 2000 Consultant/Manager Certified in Knowledge-Centered Support (KCS) Principles © ITSM Academy 2 ITIL® is a registered trade mark of AXELOS Limited
  • 3. Agenda  Service Desk – Current State  Service Desk – Influencing Trends  Where are we heading? – The Great Debate  Building a Roadmap  Designing a Training Curriculum © ITSM Academy 3
  • 4. Service Desk Current State Proactive Business Productivity Team Service Desk Reactive Strategic Help Desk Where is your organization? © ITSM Academy 4
  • 5. Influencing Trends         BYO… Cloud computing Mobile support Self-service Self-help Social support Virtualization Shadow IT What’s it all mean?  More contacts  Increased complexity  Increased expectations Anytime, anywhere, any device Via any channel  Real business impact when things go wrong! What makes these trends so challenging? © ITSM Academy 5
  • 6. On to the Future Life-long EDUCATION Role-based, Enterprise Genius Bar Just-in-time Training There’s an Reputation-based rewards Social media Agile Practices Peer-topeer support Intelligent LISTENING Value © ITSM Academy Lifelike avatars Self-service portals Seamless Integration App for that to the 6 business
  • 7. The Great Debate People Processes • What role will people play? • Which will be critical? Technology • What role will technology play? Information • What’s critical? © ITSM Academy 7
  • 8. Building a Roadmap Where does your organization need to be? Strategic Proactive Reactive © ITSM Academy How are you going to get there? 8
  • 9. Characteristics of a Strategic Service Desk  Delivers high-quality service at an optimal cost  Enables user productivity and self-sufficiency Serves as a trusted advisor      Forward-looking policies Predicts contacts Proactively prevents incidents and problems Drives customer satisfaction with all of IT Delivers value to the business! © ITSM Academy 9
  • 10. Key Considerations People • • • • Meet customers where they are Make customer productivity a priority Deliver a positive customer experience Don’t forget employee satisfaction! Processes • • • • Utilize frameworks and standards Adopt an agile mindset Get good at knowledge management Focus on the interfaces Technology • Get good at social • Innovate with technology • Integrate with technology Information • Understand the metrics lifecycle • Don’t wait to be asked • Demonstrate value to the business © ITSM Academy 10
  • 11. Value to the Business       Improve contribution to business objectives Increase user productivity Increase customer and employee satisfaction Increase service level effectiveness Optimize cost per… Reduce business impact  Understand how incidents affect services  Understand how service outages affect the business  Respond appropriately  Reduce mean time to…  Reduce mean time between…  Reduce reopen rate Tie goals to lagging indicators. Understand the leading indicators. © ITSM Academy 11
  • 12. Designing a Training Curriculum Required Skills     Blended Leaning Strategy Business skills Technical skills Soft skills Self-management skills     Formal Self-paced Social On-the-job Use education to enable collaboration! © ITSM Academy 12
  • 13. Parting Words  Begin with an open mind The future is now!  Get involved early in the service lifecycle  Get clear on what you can do  Benchmark your services  Don’t try to do it on your own  Adopt agile thinking and practices  Lead with great customer service “Perfection is…when there is nothing left to take away." Antoine de Saint-Exupéry © ITSM Academy 13
  • 14. See you in Nashville! – Fusion13  Donna Knapp – Session 106: Service Desk of the Future  Mike Cardinal – Session 302: Improvement Through Better Metrics  Jayne Groll – Sessions 404 and 405: Expert Focus: DevOps, Agile, and ITSM Want more info? © ITSM Academy 14
  • 15. Questions? © ITSM Academy 15