Increasing End User Adoption

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Now more than ever, IT is expected to take customer satisfaction to higher levels, while keeping costs down. Enter the Service Catalog. Implementing a service catalog will not only improve the relationship between customers and IT, it can also help IT better align with the needs of the business.

During this session we’ll explore:

• What is a Service Catalog
• How a Service Catalog can improve the relationship between IT and customers
• How a Service Catalog can help IT align with the business
• Key considerations for a successful Service Catalog implementation

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  • Technicians can spend time on more intense issuesSolve at level zero – Customer Self-ServiceGoal is to get your customers to self-serviceMake self-service equivalent, if not better than level 1 supportIf the cost is more than the revenue think about eliminating or changing the service.
  • Increasing End User Adoption

    1. 1. Increasing End User Adoption of Self-Service Tools like a Service Catalog   Travis DavisDirector Sales Engineer Numara Software<br />Company Confidential<br />
    2. 2. Agenda<br />Introduction<br />Who is Numara Software<br />Definitions<br />Self-Service Good Practices<br />What is a Service Catalog<br />Why do you need a Service Catalog<br />How to construct a Service Catalog<br />Service Catalog Samples<br />Publishing the Service Catalog<br />2<br />
    3. 3. Who is Numara Software?<br />3<br />Company Confidential<br />Market Leadership<br />Serving over 55,000 customer sites worldwide with our three flagship solutions, Numara Track-It!, Numara FootPrints and Numara Asset Management Platform, Numara Software is the service management leader in small to mid-sized enterprises<br />My Experience<br />Technical Support Manager, Software Engineer, QA Engineer, Product Manager, Business Systems Engineer and presently a Field Sales Engineer <br />Familiar with over 400 Companies and their Business Processes.<br />
    4. 4. FootPrints Family of Solutions<br />
    5. 5. SOLUTIONS<br />
    6. 6. Definitions<br />6<br />Company Confidential<br />Incident<br />Work Order<br /><ul><li>Just another term for an incident
    7. 7. Often used by groups outside of IT like Facilities</li></ul> Service Request<br /><ul><li>Software and hardware configurations supported by IT
    8. 8. Granting access to applications </li></ul>Failure<br /><ul><li>Break / Fix (Something is broken)
    9. 9. Q & A / Troubleshooting activities</li></li></ul><li>Self-Service Good Practices (Ask, don’t Tell!)<br />7<br />Company Confidential<br />Ask don’t tell….<br />Don’t TELL them to categorize the request to make it easier for YOU.<br />ASK them to describe THEIR problem.<br />User can not get their email working…….<br />TYPE <br /><ul><li>Hardware
    10. 10. Software
    11. 11. Network
    12. 12. Telecom </li></ul>- Could be a Server Issue<br />- Could be an Exchange / Lotus or Outlook / Notes Issue<br />- Could be an issue with a Switch / Router or Firewall.<br />-Could be the user just doesn’t know!<br />TIP: Use Verbs and not Nouns<br />It’s easier for end user to digest and seems more natural.<br />
    13. 13. Self-Service Good Practices (Ask, don’t Tell!)<br />8<br />Company Confidential<br />Ask don’t tell….<br />Don’t TELL them to categorize the request to make it easier for YOU.<br />ASK them to describe THEIR problem.<br />User can not get their email working…….<br />I AM HAVING A PROBLEM WITH<br /><ul><li>Printing
    14. 14. Making my Email Work.
    15. 15. Getting on the Internet
    16. 16. Using An Application</li></ul>TIP: Use Verbs and not Nouns<br />It’s easier for end user to digest and seems more natural.<br />
    17. 17. Self-Service Good Practices (Ask, don’t Tell!)<br />9<br />Company Confidential<br />Ask don’t tell….<br />Don’t TELL them to categorize the request to make it easier for YOU.<br />ASK them to describe THEIR problem.<br />User can not get their email working…….<br /><ul><li>Can you Send Email?
    18. 18. Can you Receive Email?
    19. 19. Which Mail Client are you using? [Outlook / Lotus Notes / Thunderbird]
    20. 20. Are you getting an error? [YES] [NO]
    21. 21. Is the Error Number one of the following: [5006 / 100 / 675 / NO]
    22. 22. Please enter the Error [ ]</li></li></ul><li>Self-Service Good Practices (Ask, don’t Tell!)<br />10<br />Company Confidential<br />Ask don’t tell….<br />Don’t TELL them to Prioritize based on YOUR matrix.<br />ASK them to tell you who it IMPACTS and how badly it impacts THEM.<br />User can not get their email working…….<br />PRIORITY<br /><ul><li>Critical – Only select this option if you are physically unable to function and it affects over 30 people
    23. 23. High – Only select this option if it affects others besides yourself and is a hindrance but tolerable
    24. 24. Medium – This should be the default option selected
    25. 25. Low – This option should be used for requests that can be fulfilled at any time</li></ul>TIP: Leverage the Impact + Urgency = Priority Matrix<br />But do it on the back end……….<br />
    26. 26. Self-Service Good Practices (Ask, don’t Tell!)<br />11<br />Company Confidential<br />Ask don’t tell….<br />Don’t TELL them to Prioritize based on YOUR matrix.<br />ASK them to tell you who it IMPACTS and how badly it impacts THEM.<br />User can not get their email working…….<br />HOW CRITICAL IS THE PROBLEM<br /><ul><li>Only Affects Me – Can’t Work
    27. 27. Only Affects Me – Just Annoying
    28. 28. Affects Everyone – Can’t Work
    29. 29. Affects Everyone – Just Annoying</li></ul>TIP: Leverage the Impact + Urgency = Priority Matrix<br />But do it on the back end……….<br />
    30. 30. A list of services that an organization categorizes and publishes, often to its employees or customers<br />Description of service<br />Service Level Agreements – timeframes<br />Who is entitled<br />Attributes<br />Costs<br />Contact Points<br />How to fulfill the service<br />Examples of Services:<br />VPN Access Request (VAR)<br />Security Access Request (SAR)<br />Change Request (CR)<br />What is a Service Catalog <br />12<br />Company Confidential<br />
    31. 31. Service Catalogs<br />13<br />Company Confidential<br />
    32. 32. Cost Savings and Efficiency<br />Elevate the Customer Experience<br />Basis for SLA’s with customers<br />Integrate & Streamline Business Processes<br />Demonstrate Business Value<br />Get a handle on what IT does, where it spends money and allocates resources<br />Why do I need a Service Catalog?<br />14<br />Company Confidential<br />
    33. 33. Service Request Transparency<br />Single location for all self-service activity<br />Ease of Use<br />Standard deliverables<br />Service level expectations<br />Utilize customer language<br />Incorporate visual images<br />Encourage Usage<br />Ensure easy access and use to fulfill the promise of self-service<br />Elevate the Customer Experience<br />15<br />Company Confidential<br />
    34. 34. All ITIL v3 processes are meant to work togetherand share information<br />Tie your service catalog to your<br />Request fulfillment process<br />Incident Management<br />Service Level Management<br />Change Management<br />Integrate with key IT management practices<br />Integrate & Streamline Business Processes<br />16<br />Company Confidential<br />
    35. 35. Demonstrate Business Value<br />17<br />Company Confidential<br />Track service catalog metrics to justify need<br />Track reduction in technician assisted calls<br />Track increase in self-service usage<br />Demonstrate improved efficiencies – timelines<br />Track revenue generated by a service vs. the cost <br /> of supporting that service<br />Show cost reductions<br />Show customer satisfaction results<br />ROI<br />Self-service eliminates a large number of calls<br />Approvals reduce spending<br />Standardized delivery reduces re-work<br />Automated workflow eliminates manual activities<br />Guided configuration reduces errors<br />
    36. 36. Identify your service offerings<br />Bottom up approach<br />Identify all of your servers, databases, applications, and build your business services based on these<br />Top down approach<br />Determine all of the business services you offer and then the items that support those services<br />How to construct a Service Catalog<br />18<br />Company Confidential<br />
    37. 37. Test an internal beta for selected customers <br />Publish in an actionable service catalog<br />Role out a single service or a handful instead of creating the complete service catalog<br />Top 10 most popular services<br />Focus on a type of service<br />Learn from your mistakes<br />Don’t try to make it perfect before initial roll-out<br />Dry Run<br />19<br />Company Confidential<br />
    38. 38. Service Catalogs<br />Company Confidential<br />
    39. 39. Not Just IT – All Business Processes<br />21<br />Company Confidential<br />
    40. 40. Service Catalogs<br />Company Confidential<br />
    41. 41. EXAMPLE: Customer requests an iPhone<br />Company Confidential<br />
    42. 42. Integration with ITIL Processes – Request Management<br />Company Confidential<br />
    43. 43. Integration with ITIL Processes – Change Management<br />Company Confidential<br />
    44. 44. THANK YOUTravis DavisDirector Sales EngineerNumara Softwarewww.numarasoftware.comtravis.davis@numarasoftwear.com<br />Company Confidential<br />

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