Tech support has evolved, and organizations are eliminating their Service and Support front end functions. Self Service is a reality now. Embracing the change differentiates forward companies.

1. Knowledge 2018
(The Next Three Years)
Brandon Caudle
For Techies. And CIOs.
And Employees Who Generate Revenue

2. Manic Mondays
Scientists have identified
the “I forgot my password”
brain cell

3. Fridays

4. It’s 2015, not 1985

5. Realistic Goals?
• Nothing Breaks
• Rapid Recovery
• Resources Dedicated
to Developing New
Products and Sales
= Higher Productivity
= Increased Revenue
= Organizational
Growth

6. Automation
• 100% Self Service
Ordering
• 100% Auto-returns
• Work is back end
• Dev and Labor
(working towards
auto /robotic)

7. WIIFM?
• Relative to Tech Support World
– Hardware
– Access and Requests
– Software
– RFI / How To

8. Hardware Reduction
• Issues, Break / Fix
– Declining
– Backend Work
• Lifecycle
– Up to Date Tech
removes ‘Want’
Reason
– Virtual Removes
Configuration Time
– Onus on End User
Revenue Generator
Image - Thank you, Facebook

9. Access / Request
• 99.9% Automation
• Security MUST
understand Business
– CISO report to CFO
– Customer Guidance
Program
• Hire Better Designers
– Must Speak Human

10. Software Challenges
• Better Design
• Perfect Releases
• Develop Self Heal
• Dev Owns Support
– Route Straight to Dev
– Dev VP Report to
Customer / CFO
– Cost of Each Error

11. Crowd Source Support

12. What About the Service Desk?
• Liason Between
Business and Tech
– MUST Understand
Business
• Design, Maintain
Self Service
Platform, Processes
• Train Customers

13. Requirement
• C-level understanding
• 2-3 year Commitment
• Dedicated Resources
• Strategic Plan
• Funding

14. www.brandoncaudle.com