4/28/14	
  
©2013	
  HDI.	
  All	
  rights	
  reserved.	
  
Welcome!	
  
Updates	
  from	
  HDI	
  Capital	
  Area	
  
and...
What’s	
  New	
  at	
  HDI	
  
•  New	
  Cer:fica:on	
  Courses	
  
–  At	
  the	
  2014	
  HDI	
  Annual	
  Conference,	
 ...
©2014	
  HDI.	
  All	
  rights	
  reserved.	
  
New	
  Content	
  to	
  SHARE!	
  	
  
New	
  Blog:	
  “What’s	
  the	
  F...
Not	
  a	
  Member?	
  Join	
  Today!	
  
Become	
  a	
  Local	
  Chapter	
  member	
  for	
  just	
  $75!	
  
	
  
This	
...
Thank	
  You	
  2014	
  Sponsors!!	
  	
  
HDI	
  Capital	
  Area	
  Sponsors	
  
•  Diamond	
  –	
  The	
  MIL	
  
CorporaHon	
  
•  PlaHnum	
  Plus	
  -­‐	
  
LanD...
Next	
  Mee:ng	
  
May	
  21,	
  2014,	
  Noon	
  to	
  2pm	
  	
  
The	
  Zen	
  of	
  Service	
  Desk	
  Support	
  
Jeff...
Today’s	
  Speakers	
  
LANDESK	
  
•  Jeff	
  Hance	
  
•  Peter	
  Evans	
  
•  Kimberly	
  Liale	
  
 Jeff	
  Hance	
  
	
  LANDESK	
  Somware	
  
Self	
  Service	
  
LANDESK	
  SOFTWARE	
  CONFIDENTIAL	
  LANDESK	
  SOFTWARE	
  CONFIDENTIAL	
  
Who	
  we	
  are	
  
HQ	
  –	
  Salt	
  Lak...
•  Set	
  the	
  Stage	
  
•  IT	
  Self-­‐Service	
  :	
  True	
  or	
  False?	
  
•  What’s	
  Happening	
  in	
  Today’...
12	
  
How’s Life
on the
Service
Desk?
13	
  
Take	
  Back	
  Control	
  
Free time
	
  
•  75%	
  of	
  surveyed	
  consumers	
  said	
  they	
  would	
  prefer	
  to	
  
use	
  online	
  support	
  if	
  it	
 ...
•  IT	
  Self-­‐Service	
  empowers	
  end-­‐users	
  to	
  solve	
  their	
  own	
  
IT-­‐related	
  issues,	
  helps	
  ...
•  How	
  many	
  people	
  use	
  Google	
  to	
  locate	
  
informaHon?	
  
•  How	
  many	
  have	
  ever	
  phoned	
  ...
“IT	
  Self-­‐Service	
  will	
  
reduce	
  support	
  
costs”	
  
Reality	
  –	
  IT	
  self-­‐service	
  will	
  reduce	...
A	
  typical	
  end	
  user	
  contacts	
  the	
  IT	
  Service	
  Desk	
  1.2	
  Hmes	
  per	
  
month;	
  total	
  cost	...
•  A	
  Self-­‐Service	
  portal	
  does	
  not	
  typically	
  require	
  
addiHonal	
  technology	
  investment	
  
•  I...
•  End-­‐users	
  will	
  use	
  the	
  support	
  channel	
  they	
  
are	
  most	
  comfortable	
  and	
  familiar	
  wi...
•  End-­‐users	
  expect	
  an	
  intuiHve	
  self-­‐service	
  
portal	
  
–  They	
  wont	
  dig	
  around	
  to	
  find	...
•  IT	
  Self-­‐Service	
  is	
  not	
  a	
  new	
  concept	
  
•  More	
  than	
  75%	
  of	
  IT	
  organizaHons	
  deli...
Cost	
  
ReducHon	
  
Improved	
  
Service	
  
Quality	
  
Repeatable,	
  
consistent	
  
answers	
  
Demonstrate	
  
inno...
•  Offering	
  too	
  many	
  choices	
  
–  E-­‐mail,	
  Telephone,	
  Web	
  forms,	
  Instant	
  
messaging,	
  Walk	
  ...
1.  Define	
  your	
  business	
  requirements	
  and	
  goals	
  
2.  Analyze	
  and	
  understand	
  your	
  audience/end...
•  Do	
  get	
  stakeholders	
  involved	
  at	
  point	
  of	
  design	
  from	
  across	
  the	
  
organizaHon	
  –	
  d...
Service	
  Catalog	
  
The	
  second	
  phase	
  for	
  a	
  successful	
  Self	
  Service…	
  
Service	
  Request	
  
ITIL3	
  :	
  A	
  request	
  from	
  a	
  User	
  for	
  informaHon,	
  or	
  advice,	
  or	
  for...
What	
  is	
  a	
  Service	
  Catalogue?	
  
§  The	
  place	
  where	
  an	
  end	
  user	
  can	
  make	
  a	
  request...
Why	
  do	
  I	
  need	
  a	
  Service	
  Catalogue?	
  
§  Standardise	
  Offerings	
  
§  Ensures	
  IT	
  define	
  the...
How	
  do	
  I	
  setup	
  my	
  Service	
  Catalogue?	
  
§  Service	
  PorXolio	
  Process	
  
§  Request	
  Process	
...
Use Method
not
Madness
§  Request	
  
§  Control	
  
§  Deploy	
  
§  Subscribe	
  
§  Remove	
  
§  Communicate	
  ...
Think - Who, what, why
§  Publish	
  by	
  user	
  /	
  group	
  /	
  role	
  
§  Request	
  type	
  –	
  once	
  v	
  m...
Catalogue	
  Alone	
  is	
  NOT	
  ENOUGH	
  
The Customer is King
§  Incident	
  &	
  Request	
  
§  NoHficaHons	
  
§  Service	
  status	
  
§  Performance	
  Dash...
You	
  want	
  a	
  quick	
  fix?	
  
•  FOCUS	
  on	
  Self	
  Service	
  
•  FOCUS	
  on	
  Catalog	
  
•  FOCUS	
  on	
 ...
•  It’s	
  just	
  like	
  cooking	
  
Remember	
  Keep	
  it	
  Simple	
  
37	
  
  	
   	
   	
  	
  
	
  
	
  
	
  
	
  
	
  Jeff	
  Hance	
  
Jeff.hance@landesk.com	
  
	
  407	
  712	
  0065	
  
38	
  
...
QUESTIONS
Thank	
  You	
  
39	
  
LANDESK®
	
  SELF	
  SERVICE	
  
•  LANDesk	
  Self	
  Service	
  enables	
  end	
  users*	
  to	
  
submit	
  &	
  track	
  Hckets,	
  troubleshoot	
  the...
•  Log,	
  update	
  and	
  track	
  the	
  progress	
  of	
  
incidents/requests	
  
•  Request	
  closure	
  of	
  a	
  ...
LANDESK	
  SELF	
  SERVICE	
  –	
  IN	
  ACTION	
  
•  Provide	
  a	
  good	
  reason/incenHve	
  for	
  end-­‐users	
  to	
  use	
  self-­‐	
  service	
  instead	
  
of	
  t...
•  Automated	
  Request	
  Fulfillment	
  
•  LANDesk	
  Service	
  Catalogue	
  
– A	
  brand	
  new	
  product	
  in	
  7...
•  Well	
  implemented	
  IT	
  self-­‐service	
  helps	
  reduce	
  
service	
  and	
  support	
  costs,	
  and	
  increa...
•  	
   AddiHonal	
  Features	
  in	
  LANDesk	
  Web	
  Desk	
  
–  Roll	
  out	
  Web	
  Desk	
  to	
  your	
  Analysts	...
•  Speak	
  to	
  your	
  Sales	
  Rep	
  about	
  Version	
  7.7	
  
– LANDesk	
  Service	
  Desk	
  7.4	
  offers	
  new	...
 	
  
49	
  
Thank You!	
  
The	
  informaHon	
  herein	
  is	
  the	
  confidenHal	
  informaHon	
  and/or	
  proprietary	...
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HDI Capital Area and Corporate Updates April 23, 2014

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HDI Capital Area and Corporate Updates April 23, 2014

  1. 1. 4/28/14   ©2013  HDI.  All  rights  reserved.   Welcome!   Updates  from  HDI  Capital  Area   and  HDI  Corporate     April  23,  2014    
  2. 2. What’s  New  at  HDI   •  New  Cer:fica:on  Courses   –  At  the  2014  HDI  Annual  Conference,  HDI  released:   •  New!  HDI  Problem  Management  Professional   •  Updates  to  all:   –  Support  Center  cerHficaHon  courses   –  Desktop  Support  cerHficaHon  courses   •  New!  HDI  Service  Management  Awards     –  Two  new  awards:  HDI  Service  Improvement  Award  &  HDI  Knowledge-­‐ Centered  Support  Award   –  Submission  deadline  is  June  30,  2014   –  First  awards  presented  at  FUSION  14     –  Learn  more  at  www.ThinkHDI.com/Awards   •  FUSION  14  is  October  19-­‐22,  2014  in  Washington,  DC.     –  Register  now  to  receive  the  most  discounts   –  www.servicemanagemenXusion.com      
  3. 3. ©2014  HDI.  All  rights  reserved.   New  Content  to  SHARE!     New  Blog:  “What’s  the  Future  of  ITSM”  –  Stephen  Mann   #HDIStatToday:   The  March/April  issue  of  SupportWorld  in  the  HDI  Reading  Room  app!   Webcast:  “Remote  Support  SoluHons  Spotlight”  –  with  Bomgar  and  RealVNC   May  Special  Event:  HDI  2014  ‒  The  Digital  Experience   Survey:  Problem  Management  and  Root  Cause  Analysis  ‒  closes  March  20   Event  Blog:  “Metrics  and  Measurements  at  HDI  2014  “–  Jeff  Rumburg   New  Research  Brief:  “The  Ups  and  Downs  of  ResoluHon  Rates”   In  2014,  43%  of  desktop  support  teams  resolved  more  than  half   of  their  Hckets  through  remote  support  (up  from  39%  in  2013   and  34%  in  2012.  
  4. 4. Not  a  Member?  Join  Today!   Become  a  Local  Chapter  member  for  just  $75!     This  individual  local  chapter  membership  is  an  opportunity  to   connect,  network,  and  learn  in  your  own  backyard.     Enjoy  benefits  like:   •  Aiend  local  chapter  and  vChapter  meeHngs   •  Digital  subscripHon  to  SupportWorld  magazine   •  Apply  for  HDI  awards   •  Access  to  the  HDI  Job  Board   •  Regular  e-­‐newsleiers  and  digests   •  And  much  more!     Learn  more  at  www.ThinkHDI.com/Join   or  by  calling  800.248.5667    
  5. 5. Thank  You  2014  Sponsors!!    
  6. 6. HDI  Capital  Area  Sponsors   •  Diamond  –  The  MIL   CorporaHon   •  PlaHnum  Plus  -­‐   LanDesk   •  PlaHnum   – Beyond20   – EasyVista   •  Gold   –  Robert  Half  Technology   (Global  Sponsor)   –  Bomgar   –  IssueTrak   –  Cherwell   •  Silver   –  Service  Now   –  Time  Warner  Cable   •  Web/Event   –  IHnvolve   –  RemedyForce     –  ReACT   –  StrataCom   –  TechnoLava   –  ArHsys  
  7. 7. Next  Mee:ng   May  21,  2014,  Noon  to  2pm     The  Zen  of  Service  Desk  Support   Jeff  Rumberg,  MetricNet     •  We  typically  meet  the  3rd  Wednesday  of  the   month  and  most  meeHngs  are  free   •  Visit  www.hdicapitalarea.com  to  register    
  8. 8. Today’s  Speakers   LANDESK   •  Jeff  Hance   •  Peter  Evans   •  Kimberly  Liale  
  9. 9.  Jeff  Hance    LANDESK  Somware   Self  Service  
  10. 10. LANDESK  SOFTWARE  CONFIDENTIAL  LANDESK  SOFTWARE  CONFIDENTIAL   Who  we  are   HQ  –  Salt  Lake  City,  Utah     §  Our  History         •  1985  Founded  (LAN  Systems)   •  1991  Pioneered  Systems  Management  with  Intel   •  2002  Spun  out       §  Business  Product  Lines     •  LANDesk  -­‐  Wavelink  -­‐  Shavlik   §  Industry  Leader,  Award  Winning  SoluHons   •  User-­‐Oriented  IT  Service  Management   •  Systems  Lifecycle  Management   •  Endpoint  Security  Management   •  Premise  &/or  Cloud-­‐SaaS  Deployment  Models   •  IT  Asset  Management   §  Key  Facts   •  19,000  customers  world-­‐wide   •  Alliances   •  400+  SI/VARs  –  CerHfied  Expert  SoluHon  Providers  
  11. 11. •  Set  the  Stage   •  IT  Self-­‐Service  :  True  or  False?   •  What’s  Happening  in  Today’s  Market  Place?   •  Key  Drivers  for  IT  Self-­‐Service   •  Barriers  to  AdopHon  of  IT  Self-­‐Service   •  Designing  Great  IT  Self  Service   •  LANDesk  Self  Service  in  AcHon   •  Driving  End-­‐User  AdopHon  of  IT  Self  Service   •  Beyond  TradiHonal  IT  Self  Service…Service  catalog   •  Summary   Agenda  
  12. 12. 12   How’s Life on the Service Desk?
  13. 13. 13   Take  Back  Control   Free time  
  14. 14. •  75%  of  surveyed  consumers  said  they  would  prefer  to   use  online  support  if  it  were  reliable  and  provided   accurate  and  complete  informaHon;  91%  say  they   would  use  an  online  knowledgebase  if  it  were  available   and  tailored  to  their  needs.   •  More  than  40%  of  customers  contact  a  call  center  amer   they  can’t  find  answers  to  their  quesHon  via  self-­‐ service;  up  to  50%  of  “How  do  I  …?”  calls  could  be   deflected  to  self-­‐care  channels  if  informaHon  was   provided  online  or  in  a  knowledgebase.   14   Some  StaHsHcs  
  15. 15. •  IT  Self-­‐Service  empowers  end-­‐users  to  solve  their  own   IT-­‐related  issues,  helps  reduce  service  and  support   costs  and  increases  end-­‐user  saHsfacHon   –  Focusing  on  end-­‐user  adopHon  is  key   –  Accept  it  -­‐  IT  self-­‐service  does  entail  upfront  costs   –  IT  self-­‐service  won’t  reduce  all  types  of  call  volumes   ExecuHve  Summary   “While  40%  of  IT  service  and  support  requests  can  be  resolved   through  self-­‐service,  only  about  5%  actually  are”   David  M.  Coyle,  VP  Research,  Gartner  
  16. 16. •  How  many  people  use  Google  to  locate   informaHon?   •  How  many  have  ever  phoned  Google?     •  Coming  to  work  shouldn’t  feel  like  going  back   in  Hme   – Who  has  XP  at  home?   – Who  has  XP  at  work?   Brilliant  
  17. 17. “IT  Self-­‐Service  will   reduce  support   costs”   Reality  –  IT  self-­‐service  will  reduce   Level  1  Support   “IT  Self-­‐Service  is  a   one-­‐Hme   investment”   Reality  –  IT  Self-­‐Service  requires   constant  care  and  feeding   “End-­‐users  will   flock  to  self-­‐ service”   Reality  –  End-­‐user  acceptance  varies   greatly   “IT  self-­‐service  is   easy  to  implement”   Reality  –  The  right  ‘companion’  tools   and  processes,  and  pre-­‐requisites  for  a   successful  implementaHon   IT  Self-­‐Service  :  True  or  False?  
  18. 18. A  typical  end  user  contacts  the  IT  Service  Desk  1.2  Hmes  per   month;  total  cost  per  contact  is  $20.01  à  Self  Service  can   reduce  the  cost  per  contact  to  $5-­‐10  (less  labor  Hme)   “IT  Self-­‐Service  Will  Reduce  Support   Costs”   §  IT  Self-­‐service  works  well  for   specific  record  types,  for   example  How-­‐to  requests,   FAQs,  Password  resets  -­‐  not   all   •  Controlling  your  contact   points  with  IT  (e.g.  phone,   walk  up,  web  chat,  email)   will  help  increase  your  IT   self-­‐service  adopHon   Reality:  IT  self-­‐service  will  reduce   Level  1  support  
  19. 19. •  A  Self-­‐Service  portal  does  not  typically  require   addiHonal  technology  investment   •  It  does  require  resource  and  Hme  investments  in   content  management  and  driving  user  adopHon   •  IT  Self-­‐Service  is  not  “set  it  and  forget  it”   –  Trend  analysis  to  understand  what  ails  the  user   –  Surveys  to  gain  end-­‐user  feedback   –  MarkeHng  efforts  to  conHnually  promote  uHlizaHon   –  Maintenance  of  knowledge  base  arHcles   “IT  Self-­‐Service  Is  A  One-­‐Time   Investment”   Reality:  IT  Self-­‐Service  requires  constant  care     and  feeding  
  20. 20. •  End-­‐users  will  use  the  support  channel  they   are  most  comfortable  and  familiar  with   –  Year  1  adopHon  rates  can  be  very  low   •  Understanding  your  end-­‐user  demographics   and  current  behaviors  is  key  -­‐  factor  this   into  your  self-­‐service  planning   •  End-­‐user  uHlizaHon  is  your  primary   objecHve   –  Measuring  adopHon  of  self-­‐service  is  criHcal   “End-­‐Users  Will  Flock  To  Use  Self-­‐ Service”   Reality:  End-­‐user  acceptance  varies  greatly  
  21. 21. •  End-­‐users  expect  an  intuiHve  self-­‐service   portal   –  They  wont  dig  around  to  find  what  they   need   •  You  must  make  it  easy  for  end  users  to   solve  their  own  problems   •  Two  most  frequent  call  types:   –  How-­‐to  requests  -­‐  good  knowledge  base  is   key   –  Password  reset   “IT  Self-­‐Service  Is  Easy  To  Implement”   Reality:  The  right  ‘companion’  tools  and  processes  and  pre-­‐ requisites  for  a  successful  implementa:on  
  22. 22. •  IT  Self-­‐Service  is  not  a  new  concept   •  More  than  75%  of  IT  organizaHons  deliver  some  level  of   self-­‐service   •  IT  Self-­‐Service  is  now  receiving  increasing  aienHon   •  The  IT  organizaHon  is  challenged  with  encouraging   adopHon  of  self-­‐service  by  end  users   What’s  Happening  in  Today’s   Market  Place?   Top  3  Common  Requests   Password  Reset   Driven  by  increased  security   requirements   5-­‐30%  of  total  service  desk   contact  volume   KBS  Search   Find  answers  to  ‘How-­‐to’   quesHons  &  technical  problems   Up  to  40%  of  total  service   desk  contact  volume   Requests  for   Services   Time  and  resource  savings  through  automated  request   fulfillment  
  23. 23. Cost   ReducHon   Improved   Service   Quality   Repeatable,   consistent   answers   Demonstrate   innovaHon   Key  Drivers  for  IT  Self-­‐Service   • Each  contact  costs  the  IT   organizaHon,  on  average   $20.01*   • IT  self-­‐service  significantly   lowers  the  cost  per  contact   to  ∼$5-­‐$10     • The  KBS  provides  the   same  answers  to  end   users   • Consistency  and   availability  improves  end-­‐ user  producHvity  and   saHsfacHon,   • Available  24/7  -­‐  allowing   users  to  resolve  issues  at   any  Hme,  day  or  night   • Increased  producHvity   • Improved  service  quality   • Increases  end-­‐user   saHsfacHon   • Everyone  goes  online  to   find/do  something   • Not  offering  self-­‐service   may  be  perceived  as   anHquated   • Present  a  progressive  and   in  touch  reputaHon    
  24. 24. •  Offering  too  many  choices   –  E-­‐mail,  Telephone,  Web  forms,  Instant   messaging,  Walk  up,  Self  Service  portal   •  To  overcome  this  hurdle:   –  Provide  less  choice  –  phase  out   alternaHve  support  channels  (i.e.  Phone   and  email)   –  Make  self-­‐service  THE  most  convenient   support  channel   •  Easy  to  use   •  Best  quality  support   •  Fast  issue  resoluHon   Barriers  to  AdopHon  of  IT  Self-­‐Service  
  25. 25. 1.  Define  your  business  requirements  and  goals   2.  Analyze  and  understand  your  audience/end-­‐users     –  Profile  your  end-­‐users  –  demographics,  computer  savvy   •  Reflect  this  in  your  UI  design   –  IdenHfy  their  needs  –  what  do  they  expect  to  be  able  to  do   •  e.g.  Find  answers,  Reset  a  password,  submit  a  service  request  quickly  and  intuiHvely   3.  Design  –  UI/NavigaHon  wireframe  and  organize  content   4.  Develop/FuncHonally  Test  your  self  service  portal   5.  Deploy  to  Pilot  group  -­‐  address  feedback  before  launch   6.  Launch  –  full  roll  out   7.  Review,  Maintain  and  Improve   Designing  Great  IT  Self  Service   Achieve  your  business  goals  and  deliver  a  great   user  experience  to  your  end-­‐users  
  26. 26. •  Do  get  stakeholders  involved  at  point  of  design  from  across  the   organizaHon  –  don’t  design  and  develop  in  a  silo   •  Do  go  directly  to  your  source  -­‐  don’t  be  afraid  to  ask  what  your  customers   want   •  Do  get  stakeholders  to  beta  test  –  don’t  ignore  their  feedback   •  Do  make  the  Home  page  count  –  it  is  the  cover  of  your  book  –  don’t  forget   to  make  it  appealing,  clear,  usable  and  enHcing.   •  Do  build  Knowledge  as  the  rule  –  don’t  make  it  the  excepHon   •  Do  produce  effecHve  and  targeted  knowledge  –  don’t  forget  to  maintain   it!   –  Write  good  knowledge  arHcles  –  using  end-­‐user  terminology   –  Apply  appropriate  keywords  for  searching   •  Do  plan  addiHonal  Hme  (post  launch)  to  refine  and  improve  –  don’t  think   there  is  no  room  for  improvement   Do’s  and  Don’ts  
  27. 27. Service  Catalog   The  second  phase  for  a  successful  Self  Service…  
  28. 28. Service  Request   ITIL3  :  A  request  from  a  User  for  informaHon,  or  advice,  or  for  a   Standard  Change  or  for  Access  to  an  IT  Service.  For  example  to  reset   a  password,  or  to  provide  standard  IT  Services  for  a  new  User.  Service   Requests  are  usually  handled  by  a  Service  Desk,  and  do  not  require   an  RFC  to  be  submiied.   ITIL2  :  A  request  for  a  change,  usually  both  common  and   straighXorward,  to  be  made  to  a  service.  A  Service  Request  is   characterized  by  the  fact  that  the  Change  can  be  made  under  strict,   well-­‐defined  procedural  control  and  is  therefore  (virtually)  risk-­‐free.   Providing  access  to  services  for  a  new  member  of  staff  and  relocaHng   PCs  are  two  typical  examples.  
  29. 29. What  is  a  Service  Catalogue?   §  The  place  where  an  end  user  can  make  a  request  for  a  service.       §  The  catalogue  of  all  live  customer  facing  services  offered  by  IT.   29   Service  Catalogue  
  30. 30. Why  do  I  need  a  Service  Catalogue?   §  Standardise  Offerings   §  Ensures  IT  define  the  services  it  offers   §  Publish  and  communicate  offerings  to  end  users   §  Increases  efficiency   30   Service  Catalogue  
  31. 31. How  do  I  setup  my  Service  Catalogue?   §  Service  PorXolio  Process   §  Request  Process   §  Create  ConfiguraHon  Items   §  Design  Catalogue  Content   §  Publish  Catalogue  to  ‘EnHtled  Users’     31   Service  Catalogue  
  32. 32. Use Method not Madness §  Request   §  Control   §  Deploy   §  Subscribe   §  Remove   §  Communicate     32   Service  Catalogue  –  Process       People + Process + Technology  
  33. 33. Think - Who, what, why §  Publish  by  user  /  group  /  role   §  Request  type  –  once  v  many   §  Bundled  services     33   Service  Catalogue  –  EnHtlement   People + Process + Technology  
  34. 34. Catalogue  Alone  is  NOT  ENOUGH  
  35. 35. The Customer is King §  Incident  &  Request   §  NoHficaHons   §  Service  status   §  Performance  Dashboards   §  Promote  the  desk!       35   Self  Service  &  Catalogue  -­‐  Communicate    
  36. 36. You  want  a  quick  fix?   •  FOCUS  on  Self  Service   •  FOCUS  on  Catalog   •  FOCUS  on  Automated  Delivery  and  Removal   –  Build  relaHonships  as  part  of  the  PROCESS   –  SUDDENLY  it’s  just  like  Amazon   •  We  know  what  you  have   –  It’s  just  like  Apple   •  You  request  it,  it  arrives   •  Yet  at  the  back,  it’s  ITSM   •  It’s  only  possible  with  ITSM   Quick  Fix  
  37. 37. •  It’s  just  like  cooking   Remember  Keep  it  Simple   37  
  38. 38.                    Jeff  Hance   Jeff.hance@landesk.com    407  712  0065   38   LANDesk  Service  Desk:    hip://www.youtube.com/watch?v=fV31vx9Rtg0         LANDesk  Blog:    hip://www.landesk.com/blog/      
  39. 39. QUESTIONS Thank  You   39  
  40. 40. LANDESK®  SELF  SERVICE  
  41. 41. •  LANDesk  Self  Service  enables  end  users*  to   submit  &  track  Hckets,  troubleshoot  their   issues  and  keep  up  to  date  with  the  latest   company  news  via  a                                range  of   browsers   – Enable  end  users  to  interact  directly  with  the   Service  Desk  24/7  from  any  locaHon   – Provide  end  users  with  personalized,  relevant   informaHon     – Control  which  users  have  access  to  what   What  Is  LANDesk®  Self  Service?  
  42. 42. •  Log,  update  and  track  the  progress  of   incidents/requests   •  Request  closure  of  a  Hcket   •  View  Hcket  status,  history  and  resoluHon   •  View  my  query  results  e.g.  My  Open  Tickets   •  View  and  interact  with  graphical  charts   •  Complete  customer  saHsfacHon  survey   •  View  important  informaHon  on  the   NoHceboard   •  Search  knowledgebase  and  FAQs   Key  Features  
  43. 43. LANDESK  SELF  SERVICE  –  IN  ACTION  
  44. 44. •  Provide  a  good  reason/incenHve  for  end-­‐users  to  use  self-­‐  service  instead   of  telephone  or  email   – Offer  faster  SLAs   – Communicate  the  cost  savings  of  self-­‐service   versus  alternate  support  channels   – Employ  a  chargeback  for  support  channels  other   than  self  service   •  Limit  support  via  non-­‐self  service  support  channels     – Phase  out  selected  support  channels  (phone,   email  etc)  –  but  conHnue  monitoring  customer   saHsfacHon   •  Adopt  a  markeHng  campaign  to  promote  self-­‐service  to  end-­‐users  -­‐   highlight  the  benefits  and  availability  of  self-­‐service  to  the  business   Driving  End-­‐User  AdopHon  of  IT   Self  Service  
  45. 45. •  Automated  Request  Fulfillment   •  LANDesk  Service  Catalogue   – A  brand  new  product  in  7.4   – Gives  users  access  to  all  of  the  live  services   provided  by  IT  that  a  user  can  request   – Seamlessly  integrated  into  LANDesk  Self   Service   – Users  can  search  for  and  select  services  via   an  intuiHve  easy  to  use  graphical  format   – Navigate  catalogue  tree  or  use  search  and   filter  faciliHes   – View  detailed  service  info  from  catalogue   Beyond  TradiHonal  IT  Self  Service…  
  46. 46. •  Well  implemented  IT  self-­‐service  helps  reduce   service  and  support  costs,  and  increase  end-­‐ user  saHsfacHon.   •  …  Remember:  40%  (esHmate)  of  all  IT  service   Summary   ✔ IT  self-­‐service  will  reduce  Level  1  support   ✔ End-­‐user  acceptance  varies  greatly   ✔ IT  self-­‐service  requires  constant  care  and  feeding  
  47. 47. •    AddiHonal  Features  in  LANDesk  Web  Desk   –  Roll  out  Web  Desk  to  your  Analysts  and  enable   them  to  work  anywhere  with  an  internet   connecHon   •    Brand  New  LANDesk  Self  Service   –  Empower  your  end  users  to  log  their  own   incidents  and  find  their  own  answers  –  using  a   modern,  intuiHve  website   •    Powerful  LANDesk  Service  Catalogue   –  Enable  your  end  users  to  make  their  own   requests  –  for  somware,  hardware,  services   Version  7.4  -­‐  Compelling   CapabiliHes  
  48. 48. •  Speak  to  your  Sales  Rep  about  Version  7.7   – LANDesk  Service  Desk  7.4  offers  new  products,   new  features  and  lots  of  usability  improvements   •  AddiHonal  Features  in  LANDesk  Web  Desk   •  Brand  New  LANDesk  Self  Service   •  Powerful  LANDesk  Service  Catalogue   •  Broader  LANDesk  SoluHon  IntegraHon   •  Find  out  more  on  www.landesk.com   •  Request  a  product  demonstraHon   Next  Steps…  
  49. 49.     49   Thank You!   The  informaHon  herein  is  the  confidenHal  informaHon  and/or  proprietary  property  of  LANDesk  Somware,  Inc.  and  its  affiliates  (referred  to  collecHvely  as   “LANDesk”),  and  may  not  be  disclosed  or  copied  without  prior  wriien  consent  of  LANDesk.     To  the  maximum  extent  permiied  under  applicable  law,  LANDesk  assumes  no  liability  whatsoever,  and  disclaims  any  express  or  implied  warranty,  relaHng  to  the   sale  and/or  use  of  LANDesk  products  including  liability  or  warranHes  relaHng  to  fitness  for  a  parHcular  purpose,  merchantability,  or  infringement  of  any  patent,   copyright  or  other  intellectual  property  right,  without  limiHng  the  rights  under  copyright.       LANDesk  retains  the  right  to  make  changes  to  the  informaHon  herein  or  related  product  specificaHons  and  descripHons,  at  any  Hme,  without  noHce.  LANDesk   makes  no  warranty  for  the  use  of  the  informaHon  herein  and  assumes  no  responsibility  for  any  errors  that  can  appear  nor  does  it  make  a  commitment  to  update   the  informaHon  contained  herein.  For  the  most  current  product  informaHon,  please  visit  www.landesk.com.     Copyright  ©  2010,  LANDesk  Somware,  Inc.  and  its  affiliates.    All  rights  reserved.  LANDesk  and  its  logos  are  registered  trademarks  or  trademarks  of  LANDesk   Somware,  Inc.  and  its  affiliates  in  the  United  States  and/or  other  countries.  Other  brands  and  names  may  be  claimed  as  the  property  of  others.  

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