2. Aale Roos
• MSc Statistics
• ITIL Service Manager & Expert
• ISO 20000 Consultant
• EXIN Professional
• Speaker at
–Pink11
–itSMF:
Finland11, Russia12, UK12, Estonia12, Finlan
d13, Australia13, Belarus13, Estonia13, Swe
den13
–TFT12, ITSM Nordic Podcast Top Of the
World
12. • People search first
• No simple cases
• Expect expert
service
This is already happening
13. Service Desk 2.0
• ITIL Service Desk was
already obsolete in 2000
• Service Desk 2.0 is an
attempt to look beyond
ITIL.
http://pohjoisviitta.wordpress.com/service-desk-2-0-the-new-support-function/
16. Goal & mission
The goal of support is
to provide value
by helping customers to
use technology
to do their jobs better.
17. New goals
ACTIVITY
• Number of incidents
solved
• Availability
• 1st level solution rate
VALUE
• New business
• Cost savings
• Lack of problems &
interruptions
20. Standard & Case
• A process can manage standard events
• Cases are complicated and different
• Adaptive case management
– Information centric
– Rules
– Multiple sources
– Takes more time
Analysis
Process
Rules
21. Many sources of support
Business
support
Self
service
SD
official
22. Many sources of support
Business
support
Self
service
Infra
support
Specialis
t teams
Social
Media
Ext.
Infra
support
SD
Colleague
s
un-official
26. • In the 1950s, executives feared the bathroom:
employees will waste productive time.
• In the 1970s, executives feared the telephone:
• In the 1980s, executives feared email:
• In the 1990s, executives feared Internet access:
• In the 2000s, executives fear social media:
• In the 2010s, executives fear BYOD
Toby Ward & Chris Dancy
#KnowNow
27. “Institutions will try to preserve the problem to which they are the solution.” – C. Shirky
#KnowNow
28. Many channels
private
message
• email
• form
• chat
open
message
• internal
• open forum
• Facebook
• Twitter
• LinkedIn
direct
contact
• phone
• visit
• other meeting
29. Many activities
Classify & prioritize contacts
Handle standard tickets
Solve cases
Social Media management
Discussions
Moderation
Self Service management
FAQ
Knowledgebase
30. Cases
• Cisco Finland
–BYOD – support forum
–-25 % costs
–+100% customer satisfaction
• Automattic - WordPress
–20 M customers
–50 K contacts/month
–10 Happiness Engineers
31. Is this easy?
No, but
more support,
more knowledge,
solutions visible and reusable
= better service
@lower cost
Editor's Notes
Aale:
Aale:
James
2 years ago it was social networking policies, today it’s mobile deice policys and management to address BYOD…Isn’t that the promise of cloud? ……When I started at ServiceNow they offered me a laptop…..Isn’t our view of management and data security a little short sited…..
Shadow Enterprise using SocialWe call it Shadow IT, because to come out of the closet is still scary in some places. There is NOTHING shawdowy about this IT world we live in, as a profession that lives in the dark for a living, shadows is the new light.