This document discusses challenges with cross-team coordination and support requests across multiple channels without a centralized ticketing system. It proposes a single ubiquitous tool accessible through all applications, email, chatbot and portal to track tasks across teams, provide reporting capabilities, and include features like predictive analytics, knowledge articles and customizable workflows and SLAs. Major industry tools like ServiceNow and Jira are mentioned that provide such capabilities for IT service management, with ServiceNow being more enterprise-focused and supporting virtual agents. The benefits of such a system are listed as simple, ubiquitous interfaces, easy extensibility, streamlined workflows, reduced turnaround times and easy performance tracking.

1. Siddhartha D
DELIGHTING
USERS THROUGH
IT AS SERVICE

2. DID YOU EVER USE
AMAZON CUSTOMER
SERVICE?
2022 Delighting Users through IT as Service 2

3. OUR TEAMS
IT SERVICES
BITSS, BITA+
SYSTEM OPS
ManageEngine, System alerts, E-mail
requests for coordination between
teams
INFRA OPS
ManageEngine and other tools, E-mail
requests for coordination with system-
ops, dev, functional teams.
DEVELOPMENT
Azure DevOps, SAP CHaRM for change
management, e-mails for task/ad-hoc requests
APPLICATION SUPPORT
SAP Post a query to ERPCC, email,
phone
2022 Pitch deck title 3

4. CHALLENGES
CROSS-TEAM
REQUESTS
Internal coordination of requests are
not linked losing context, breaking
SLAs and increasing to resolution
EASE OF SUPPORT
Most of the users expect instant
support through multiple channels
chat, email, embedded in applications
NO SELF-SERVICE
OPTIONS
Users have limited knowledge or help
to solve the qu
TRACKING SLA AND
ACCOUNTABILITY
Work management, reporting, SLAs
are prepared after crunching 10’s –
100’s of emails.
Not transparent
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Delighting Users through IT as Service

5. WITHOUT TICKETING
TOOLS, SERVICE
REQUESTS AND ISSUES
WOULD END UP LOST
INSIDE A FLURRY OF
EMAILS AND
HANDWRITTEN NOTES
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Delighting Users through IT as Service

6. SOLUTION
SINGLE UBIQUITOUS
TOOL
One tool accessible through all apps,
email, chatbot, portal, chat
TRACKING CROSS-
TEAM TASKS
REPORTING
CAPABILITIES
EASY TO USE
6
PREDICTIVE
ANALYTICS
KNOWLEDGE ARTICLES
CUSTOM WORKFLOWS
AND SLA

7. INDUSTRY TOOLS
SERVICENOW
• Cloud native Saas offering
• Support myriad of applications for IT service management,
HR, legal, and other organizations within the enterprise
• Supports 3rd party integrations
• 1.5L/year/10 users for help-desk
• AstraZeneca, Equinix, GE capital are few major customers
• ServiceNow is more enterprise-oriented and focused around
ITIL
• Supports virtual agents
JIRA
• Self-hosted and SaaS offering
• More software developer-focused—is a
household name when it comes to project
management and collaboration tools
• JIRA's web interface is intuitive.
• 1L for premium version.
• Twitter, Sotheby's, Spotify, BlackRock, and
Splunk
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Delighting Users through IT as Service

8. BENEFITS
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Simple, ubiquitous interfaces
Easy extensibility
Streamlined workflows
Reduced turn-around times
Easy of performance tracking at project level, team level, department level

9. Pitch deck title

10. Pitch deck title
https://bit.ly/3PK0Xtz