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Why Your Support Organization Might Be Shifting in the Wrong Direction

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David Hayman's SpiceWorld Tech Talk on how the Shift-Left methodology can increase IT efficiency.

Published in: Technology
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Why Your Support Organization Might Be Shifting in the Wrong Direction

  1. 1. 0© 2017, LogMeIn, Inc.
  2. 2. 1© 2017, LogMeIn, Inc. Is your company moving in the right direction?
  3. 3. 2© 2017, LogMeIn, Inc. The State of Help Desk Support
  4. 4. 3© 2017, LogMeIn, Inc. Help Desk’s Primary Goals Keep employees working Keep technology up-to-date Keep the infrastructure secure
  5. 5. 4© 2017, LogMeIn, Inc. Help Desk: A Day in the Life 60% Repetitive tasks 15% Putting out fires 20% Keeping the lights on 5% Executive request
  6. 6. 5© 2017, LogMeIn, Inc. Breakout of Technician Activities Time spent on tickets and other activities: 10% Problem management 51% Ticket resolution 9% Projects 7% Knowledge management 5% Training end users 5% Meetings 5% Asset management 5% Other 4% Development 3% Information security Source: HDI 2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT
  7. 7. 6© 2017, LogMeIn, Inc. 6© 2017, LogMeIn, Inc.
  8. 8. 7© 2017, LogMeIn, Inc. • Users want to solve problems on their own. • Users expect quick responses and resolutions. • Help Desks are pressured to decrease costs while improving performance. Trends Driving Shift Left
  9. 9. 8© 2017, LogMeIn, Inc. • Decrease costs. • Decrease ticket resolution time. • Free up time technicians to spend on more complex tasks and strategic projects. Key Benefits of Shift Left
  10. 10. 9© 2017, LogMeIn, Inc. 1. Identify tasks that are ideal self- service or can deployed automatically. 2. Provide documentation to transition work left to Level 1. 3. Arm your team with the right remote support tools. How To Implement Shift Left
  11. 11. 10© 2017, LogMeIn, Inc. Leverage Your Intranet Make it easy for employees to submit support tickets so that requests can quickly be routed to the right agents Online support resources can also be utilized to empower employees to solve problems on their own
  12. 12. 11© 2017, LogMeIn, Inc. How Remote Support Tools Help You Shift Left Roles & Permissions to Optimize Time Unattended Access Integrations to Connect Systems & Data Provide Seamless Support Across Devices & OS
  13. 13. Thank you
  14. 14. Thank you.

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