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BUILDING A
‘TRANSFORMATIONAL
SERVICE STRATEGY’ FOR
YOUR ORGANIZATION
Evan Carlson
Vice President, Sales
AGENDA
• The Current State of IT
• Top CIO Concerns
• The IT Revolution
• Customer Engagement is King
• The Future
CURRENT STATE OF IT
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
BUSINESS CHALLENGES
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
“In reality, the
distinction between a
consumer application
and a business
application has
disappeared.”
Gartner, Predicts...
Digital technologies — mobile, social,
big data and cloud — are disrupting
businesses everywhere. CIOs must
look beyond th...
CIO INVESTMENT PRIORITIES
Gartner CIO Agenda Survey, 2015
PINK 15 – Building A ‘Transformational Service Strategy’ For You...
• End user interfaces
• Cloud technology
• Delivery of Business Services
• Delivery of Digital Services
• Delivery of IT S...
THE IT REVOLUTION
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
THE DIGITAL REVOLUTION
“There will be 905 million
tablets in use for work and
home globally by 2017”
2013 Mobile Workforce...
Consumers are Your Users
CUSTOMER ENGAGEMENT IS KING
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Org...
• Easy to access & use portal
• Consistent, familiar working
environment (Google,
Amazon)
• Knowledge base
• One stop shop...
THE FUTURE
• Rethink the traditional IT service delivery approach
o Avoid focusing only on technology
• Demonstrate that t...
Evan Carlson
ecarlson@easyvista.com
908-672-9978
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Building A Transformational Service Strategy For Your Organization_Evan Carlson

  1. 1. BUILDING A ‘TRANSFORMATIONAL SERVICE STRATEGY’ FOR YOUR ORGANIZATION Evan Carlson Vice President, Sales
  2. 2. AGENDA • The Current State of IT • Top CIO Concerns • The IT Revolution • Customer Engagement is King • The Future
  3. 3. CURRENT STATE OF IT PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  4. 4. BUSINESS CHALLENGES PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  5. 5. “In reality, the distinction between a consumer application and a business application has disappeared.” Gartner, Predicts 2014 WHAT’S CHANGING PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  6. 6. Digital technologies — mobile, social, big data and cloud — are disrupting businesses everywhere. CIOs must look beyond the day-to-day "IT as usual" activities and hunt for new digital opportunities to accelerate growth and create a competitive advantage. How will you capture new digital opportunities? How will IT remain relevant in an increasingly digital world? ON THE CIO AGENDA • IT Governance & Strategy • Innovation Management • IT Budgets, Cost Optimization and Business Value of IT Gartner CIO Agenda Survey, 2015 PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  7. 7. CIO INVESTMENT PRIORITIES Gartner CIO Agenda Survey, 2015 PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  8. 8. • End user interfaces • Cloud technology • Delivery of Business Services • Delivery of Digital Services • Delivery of IT Services • Mobile support WHAT DO WE NEED TO IMPROVE Let’s get back to delivering Services…to people Technology should be all about helping people PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  9. 9. THE IT REVOLUTION PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  10. 10. THE DIGITAL REVOLUTION “There will be 905 million tablets in use for work and home globally by 2017” 2013 Mobile Workforce Adoption Trends Forrester Research, February 4, 2013 “29% of the global workforce is characterized as anytime, anywhere information workers—those who use three or more devices and work from multiple locations.” PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  11. 11. Consumers are Your Users CUSTOMER ENGAGEMENT IS KING PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  12. 12. • Easy to access & use portal • Consistent, familiar working environment (Google, Amazon) • Knowledge base • One stop shop ATTRIBUTES OF A MODERN VIRTUAL STORE “Of all service desk contact volume, as much as 40% can be solved through IT self-service” - Gartner PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
  13. 13. THE FUTURE • Rethink the traditional IT service delivery approach o Avoid focusing only on technology • Demonstrate that the service desk can do more than break/fix • Incorporate strategic planning • Move beyond tactical frameworks • Focus on service quality, customer engagement and relationships • Increase the availability of on ‘on-demand’ services • Leverage automation in order to provide that ‘always on’ perception • FOCUS ON USER EXPERIENCE
  14. 14. Evan Carlson ecarlson@easyvista.com 908-672-9978

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