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Copenhagen keynote service desk future presentation barclay rae

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Copenhagen keynote service desk future presentation barclay rae

  1. 1. The future of the Service Desk Service Desk 2014 Copenhagen
  2. 2. Agenda  Service Desk résumé  The real issues  Service Catalogue  The Elephant in the Service Desk  Service Desk Technology  Practical Tips  Service Desk Futures  Questions
  3. 3. Service Desk résumé Service Desk 2014 Copenhagen
  4. 4. 4 Service Desk evolution  80s call centre growth  IT Helpdesks set up to reduce licence costs  Initially ‘poor relation’ in IT  ‘un-helpful’ desk’  Given little support by IT colleagues  Growth of ITIL/ITSM and Service Management industry  Improved recognition, salaries, status
  5. 5. 5 Service Desk quotes  ‘Service Desk of the Future’  ‘Quiet, proactive places’ – IBM 1990  ‘We’re still facing the same issues’  ‘Changes are made but not embedded’  ‘We’ve moved forward but the world moved around us’  ‘Still have issues with respect and acknowledgement’  ‘CIOs still think that ITSM/ITIL is just about Service Desk’
  6. 6. Service Desk Challenges  Consumerisation  BYOD  Cloud and new IT models  IT image and relevance  ITIL process legacy  Less need for ‘break fix’  Still seen as the poor relation in IT  Too many poor outsourced Service Desks
  7. 7. Service Desk issues Service Desk 2014 Copenhagen
  8. 8. A Service Desk valued…  Is the shop front / flagship for your organisation  Is an engine for service quality and improvement  Manages customer experience, expectations and service improvement  Shows that customer experience is understood and valued
  9. 9. Service Desks…Failing  Not ‘joined up’ to the organisation they work for  Focussed on incident processing rather than customer experience  Over-focussed on SLAs and KPIs – or the wrong ones  Not embracing new technologies and ways of working
  10. 10. 10 Invest in the Service Desk
  11. 11. 11 Invest in the Service Desk
  12. 12. If you don’t ‘invest’ in SD… In people, skills, resources, empowerment. management time, quality control, training, tools, communications, marketing – then you are:  Missing a huge opportunity to manage your customers expectations and the view of your service  Missing huge opportunities to optimise the quality and efficiency of your overall IT services, and  Basically demonstrating that you don’t understand how to manage a customer service, or simply don’t care about it
  13. 13. Customer Experience * * SITS, SDI Cherwell White Paper 2014
  14. 14. Customer Experience
  15. 15. Customer Experience
  16. 16. Customer Experience
  17. 17. Risks of no CX Strategy  Customer dissatisfaction if the experience is poor the reputation and perception of IT will suffer  Customers go elsewhere it is becoming simpler and easier for customers to by-pass IT  Missing real business needs by not supporting key business requirements and priorities IT can inhibit innovation and differentiation  Missing opportunities to develop a lack of focus on the end-to-end experience removes perspective and opportunities to grow  Unable to deliver value when IT struggles unable to articulate and demonstrate actual value to the business  Cost risk wasting resources and money through ineffective and bad investment
  18. 18. Service Desk Triangle Service Desk IT Department Customers
  19. 19. ITSM Geometry Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem Service Desk ITSM engine Service Catalogue CSI
  20. 20. Service Catalog Service Desk 2014 Copenhagen
  21. 21. Catalog – menu?
  22. 22. Key points • Service Catalog (SC) is not one single document or tool • SC has a number of stakeholders and outputs, so can be manifest in many forms • The value is achieved from engaging with IT customers and IT departments – to work towards demonstrably common goals • Customers should be engaged to discuss service improvement, not SLAs or Service Catalogs • This (SLM) is a process and approach rather than a single document or tool - which is what tends to be focussed on. 'Service Catalog'.
  23. 23. Service Structure
  24. 24. Metric ‘Bundles’ Metric What Threshold Weighting Telephony ABR/AHT/ATR ABR<5% AHT<5 min ATR<2 min 20% Incident logging SLA Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Incident resolution SLA Weekly review Target 90% 20% Agent efficiency Weekly review Target 90% 10% Customer satisfaction Month end billing 100% availability 20% Efficiency/scheduling Internal metrics % targets 10% SERVICE DESK 98%
  25. 25. Metric What Threshold Weighting SLA Incident/fix <5 per week 20% Availability Key apps – ERP + Email 99.6% Service Hours 15% Customer Satisfaction Weekly review Target 85% 25% NPS/KCI Weekly review Target 75% 10% Key Metric – Moment of truth Key time availability 100% availability 30% CUSTOMER - SERVICE A 100% Metric ‘Bundles’
  26. 26. Elephants Service Desk 2014 Copenhagen
  27. 27. ?? So What’s holding you back? Why isn’t Service Desk more valued?
  28. 28. The Elephant in the Service Desk The real and obvious issue that nobody talks about…
  29. 29. Sorry to say, but… Too often the Service Desk is:  Ignored, forgotten, excluded  By-passed  Undervalued  Patronised  Brought in too late  Not seen as a real part of IT – all by IT!
  30. 30. ITSM Elephants
  31. 31. Service Desk Manager Elephant Managing the triangle…  Key Role  Management, delegation  Communications, marketing, sales  Negotiation, facilitation, diplomacy  Operational control and  People skills Service Desk IT Department Customers
  32. 32. The ITIL Elephant
  33. 33. The ITIL Elephant  Silver bullet expectations:  ‘Training will change the organisation’  ‘Processes and documentation will sort it’  Governance and enforcement of working practises?  Acceptance across teams?  Practical guidance?  Process silos?
  34. 34. The Software Elephant  Expectations  Being realistic about planning  Clarity on objectives  The tool gives us ‘ITIL’, right?  Rip and replace …?  Start with Services..!
  35. 35. The Culture Elephant  Acceptance of working practises  Governance? management!  Teamwork  Not just the Service Desk  Respect
  36. 36. Living with the Elephants  The right manager  The right team  Customer Experience  Code of conduct  Teamwork  Management and Leadership  Open and positive culture
  37. 37. Service Desk Technology Service Desk 2014 Copenhagen
  38. 38. The market  Vibrant and (still) growing  Many new features and areas of work  Embracing new technologies and new commercial models  Wakened up…  Lots of commercial activity – replacements  New business areas – Outside IT..  ... Non-IT driving innovation
  39. 39. Improving the customer experience:  Automation of IT and business processes  Self service + Self help  Chat + Social + Mobile  ‘Shift left’ / greater first time fix  Incident avoidance  Higher service availability  Faster response and fix  Easy to do business with  Accessible, approachable Expectations…
  40. 40. Customer profiling  Last good/bad experience  IT literacy/maturity  Online request and provisioning Reporting and visibility - internal  Knowledge and crowdsourcing  Team response and fix rates  Problem visibility  Breach alerts, bounce alerts  System and service availability  SLA/OLA performance, trends Innovations…
  41. 41. Reporting and visibility - external  Business performance  Service bundle reporting (SLA/Availability, /CSAT/NPS/MOT)  Consumption, Supply Demand  Simple RAG Dashboards Technical  Discovery tools  ‘Codeless’ interfaces  Real time workflow/process admin  Integrations Innovations…
  42. 42. Practical tips Service Desk 2014 Copenhagen
  43. 43. Tips  Build a SD code of conduct  Get in control of statistics  Make SD an aspirational team  Spread the ‘Customer Experience’ message  Be clear on basic rules and goals - give people flexibility to excel  Show the Service Desk the bigger picture
  44. 44. Tips  Get the department on-side get or take authority  Get the CIO to spend time on the Service Desk  Avoid all temptation to factionalise/blame  Communicate and promote success  Make tools + processes work for you  Be positive and constructive
  45. 45. Service Desk Futures Service Desk 2014 Copenhagen
  46. 46. Service Desk Futures Supporting people not just technology Human to Human H2H - not B2B or B2C
  47. 47. Service Desk Futures  Arranging  Fixing  Innovating  Co-ordinating  Supporting  Managing  Chasing  Curating  Transitioning  Reporting  Meeting  Improving  Personalising  Leading – by example
  48. 48. Service Desk Futures Managing the Customer Experience…
  49. 49. Summary Leadership Influence, example, communications, facts, relationships Customer Experience Business Outcomes Outcomes over output Principles over process
  50. 50. Thank you for listening! www.barclayrae.com Itsmgoodness.com #itsmgoodness BrightTALK CH 9885 @barclayrae bjr@barclayrae.com

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