Aitp evolution of the modern day help desk - october 14th 2004

Evolution of theEvolution of the
Modern DayModern Day
Help DeskHelp Desk
Thomas (Pete) PetryThomas (Pete) Petry
AITP NoVaAITP NoVa
October 14October 14thth
, 2004, 2004

October 14th, 2004October 14th, 2004
AITP NoVa "Evolution of the HelpAITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 22
Trivia Question #1Trivia Question #1
• Who invented the Punched Card?Who invented the Punched Card?
• As early as 1884,As early as 1884, Herman HollerithHerman Hollerith, an engineer, an engineer
from Columbia University had been toying withfrom Columbia University had been toying with
machines – both electrical and pneumatic – thatmachines – both electrical and pneumatic – that
could compile statistical information. He enteredcould compile statistical information. He entered
his machines in a competition held by thehis machines in a competition held by the
Census Bureau in 1889 to determine which of allCensus Bureau in 1889 to determine which of all
available methods would be best for the nextavailable methods would be best for the next
census. The Hollerith Electrical Tabulatingcensus. The Hollerith Electrical Tabulating
System was the overwhelming winner.System was the overwhelming winner.

Trivia Question #2Trivia Question #2
• What was the first computer bug and whoWhat was the first computer bug and who
discovered it?discovered it?
• Grace HopperGrace Hopper found a moth had landed infound a moth had landed in
between the solenoid contacts in the Mark IIbetween the solenoid contacts in the Mark II
Calculator, a massive analog computer atCalculator, a massive analog computer at
Harvard University, designed by Howard Aiken.Harvard University, designed by Howard Aiken.
She removed the squashed moth and annotatedShe removed the squashed moth and annotated
her log book with an entry (along with the mothher log book with an entry (along with the moth
fastened to the page) that referred to the firstfastened to the page) that referred to the first
"computer bug.""computer bug."

Overview of today’s discussionOverview of today’s discussion
• The History of Modern Day Call CentersThe History of Modern Day Call Centers
• Calls Centers of TodayCalls Centers of Today
• Current IssuesCurrent Issues
• Technological TrendsTechnological Trends
• The Future of Call CentersThe Future of Call Centers

In the beginning …In the beginning …

What exactly is “the Help Desk?”What exactly is “the Help Desk?”
• Simply put – The Help Desk is: ExactlySimply put – The Help Desk is: Exactly
that!that!
• Some one who “helps” youSome one who “helps” you
• Developed in response to growth of ITDeveloped in response to growth of IT
• As technology grew, more and moreAs technology grew, more and more
people needed “help.”people needed “help.”

What exactly is the “Help Desk?”What exactly is the “Help Desk?”
• As computers became more mainstream,As computers became more mainstream,
and used by employees outside of the ITand used by employees outside of the IT
department, the need to “help” non-department, the need to “help” non-
technical employees became critical.technical employees became critical.
• ““Technical” employees of another area ofTechnical” employees of another area of
expertise also benefited from this support.expertise also benefited from this support.

• Use of computers spread from IT toUse of computers spread from IT to
finance, to sales, and other departments.finance, to sales, and other departments.
• Promise of increased employeePromise of increased employee
productivity was overshadowed by theproductivity was overshadowed by the
increased need for technical support.increased need for technical support.
• Help Desk support became a necessaryHelp Desk support became a necessary
cost of doing business.cost of doing business.

• Each advance in technology posed a newEach advance in technology posed a new
hurdle for IT supporthurdle for IT support
• First began supporting a few users onFirst began supporting a few users on
mainframe terminals and printers.mainframe terminals and printers.
• Later, as the PC made it’s way into everyLater, as the PC made it’s way into every
office, IT formalized the “internal/desktopoffice, IT formalized the “internal/desktop
support” help desk supporting multiplesupport” help desk supporting multiple
users on a network.users on a network.

• As the evolution of technologyAs the evolution of technology
progressed, employees introducedprogressed, employees introduced
laptops, printers, removable devices,laptops, printers, removable devices,
docking stations, CD’s, PDA’s, anddocking stations, CD’s, PDA’s, and
wireless devices into the workingwireless devices into the working
environment.environment.
• Provided greater mobility, while makingProvided greater mobility, while making
good support more difficult to provide.good support more difficult to provide.

• The help desk therefore became a centralThe help desk therefore became a central
call-tracking organizationcall-tracking organization
• Smart business managers saw it as theSmart business managers saw it as the
central service hub for the management ofcentral service hub for the management of
all service issuesall service issues
• Paved the way for Single Point of ContactPaved the way for Single Point of Contact
(SPOC) and One Touch(SPOC) and One Touch

• Other departments within the businessOther departments within the business
that needed call tracking and servicethat needed call tracking and service
software were prime candidates forsoftware were prime candidates for
utilizing the same service managementutilizing the same service management
applications.applications.
• Allowed managers to reduce cost andAllowed managers to reduce cost and
improve efficiency.improve efficiency.

Central Call-Tracking OrganizationCentral Call-Tracking Organization
• Every department benefited from a singleEvery department benefited from a single
solution that reduced software andsolution that reduced software and
maintenance costs and increased returnmaintenance costs and increased return
on their investment.on their investment.
– Facilities, HR, Payroll, BenefitsFacilities, HR, Payroll, Benefits
– Purchasing, Shipping and receivingPurchasing, Shipping and receiving
– External Customer SupportExternal Customer Support
– Order Entry and FulfillmentOrder Entry and Fulfillment

The Evolution Begins …The Evolution Begins …
• Transition from In-house to ExternalTransition from In-house to External
Customer Support CentersCustomer Support Centers
• Transition from Help Desk into today’sTransition from Help Desk into today’s
Service Management OrganizationService Management Organization

The Evolution Begins … ContinuedThe Evolution Begins … Continued
• Multi-Tasked Inbound Call CentersMulti-Tasked Inbound Call Centers
• Outbound Telemarketing CentersOutbound Telemarketing Centers
• Telephone based Market ResearchTelephone based Market Research
OrganizationsOrganizations
• Proliferation of:Proliferation of:
– Best Practices …Best Practices …
– Call Center Support Services …Call Center Support Services …
– Standards, Software, Services and VendorsStandards, Software, Services and Vendors
……

Technological DevelopmentsTechnological Developments
• Paper Based SystemsPaper Based Systems
• Automated call logging and trackingAutomated call logging and tracking
• Phone basedPhone based
– Voice Mail, Fax, Wireless, VoI, VoIP, ACD,Voice Mail, Fax, Wireless, VoI, VoIP, ACD,
PABXPABX
• Internet, Web, Email, IM and ChatInternet, Web, Email, IM and Chat

TelephonyTelephony
• Automated Call Distribution (ACD)Automated Call Distribution (ACD)
• Computer Telephony Integration (CTI)Computer Telephony Integration (CTI)
– Sophistication of Call RoutingSophistication of Call Routing
• Call Line Identification (CLI)Call Line Identification (CLI)
• Universal Queue and Universal AgentUniversal Queue and Universal Agent
(UQ/UA)(UQ/UA)
• Multi-Site Routing (MSR)Multi-Site Routing (MSR)

Software DevelopmentSoftware Development
• Microcode and FirmwareMicrocode and Firmware
• Real Time Processing SoftwareReal Time Processing Software
• Systems SoftwareSystems Software
• Command and Control SoftwareCommand and Control Software
• Telecommunication SoftwareTelecommunication Software
• Scientific SoftwareScientific Software
• Process Control SoftwareProcess Control Software
• Business and Business Automation SoftwareBusiness and Business Automation Software

Best Practices in the IndustryBest Practices in the Industry
Industry-proven ways to standardize theirIndustry-proven ways to standardize their
processes and manage their ITprocesses and manage their IT
environments, such as:environments, such as:
• Customer Relationship ManagementCustomer Relationship Management
(CRM)(CRM)
• Supplier Relationship Management (SRM)Supplier Relationship Management (SRM)
• Customer Satisfaction Index (CSI)Customer Satisfaction Index (CSI)
• Service Level Management (SLA/OLA)Service Level Management (SLA/OLA)

Process DevelopmentsProcess Developments
• Incident ManagementIncident Management
• Problem ManagementProblem Management
• Crisis ManagementCrisis Management
• Change ManagementChange Management
• Configuration ManagementConfiguration Management
• Capacity ManagementCapacity Management
• Release ManagementRelease Management
• Component Failure Impact AnalysisComponent Failure Impact Analysis

Standards DevelopmentStandards Development
• CobiT, CMM, CMMICobiT, CMM, CMMI
• (BSC) Balanced Scorecard(BSC) Balanced Scorecard
• IT Infrastructure Library (ITIL) – UK BasedIT Infrastructure Library (ITIL) – UK Based
• BS15000 – Worlds first standard for IT ServiceBS15000 – Worlds first standard for IT Service
Management (also UK based)Management (also UK based)
• ISO 17799 – Global Standard based on BS7799ISO 17799 – Global Standard based on BS7799
• ISO 9000/9001 – QA: Are you doing what youISO 9000/9001 – QA: Are you doing what you
say or think you are doing?say or think you are doing?

Proprietary ModelsProprietary Models
• Microsoft Operation Framework (MOF)Microsoft Operation Framework (MOF)
• HP IT Service Management ModelHP IT Service Management Model
• Six SigmaSix Sigma
– Developed By MotorolaDeveloped By Motorola
– Adopted by GEAdopted by GE
– Accepted Greatly across all industriesAccepted Greatly across all industries
– No longer proprietaryNo longer proprietary

Tools DevelopmentTools Development
• Self-Service versus Self-HealingSelf-Service versus Self-Healing
• Remote Access and Live AssistanceRemote Access and Live Assistance
• Cixtrix, VPN, and Secure Live AssistCixtrix, VPN, and Secure Live Assist
• Knowledge and Resolution ManagementKnowledge and Resolution Management
• Work Force Management (WFM)Work Force Management (WFM)

Employment SpecificationsEmployment Specifications
• Help Desk Analyst (HDA)Help Desk Analyst (HDA)
• Customer Service Rep (CSR)Customer Service Rep (CSR)
• Help Desk Manager (HDM)Help Desk Manager (HDM)
• Call Center Director (CCD)Call Center Director (CCD)
• VP of Customer Relations (VP of CR)VP of Customer Relations (VP of CR)
• Work Flow Architect (WFA)Work Flow Architect (WFA)

Business Re-alignmentBusiness Re-alignment
• Focus on supporting the organization’s businessFocus on supporting the organization’s business
needsneeds
• Recognize support skills involve more than justRecognize support skills involve more than just
technical abilitytechnical ability
• Strategic Asset to many organizationsStrategic Asset to many organizations
• Strive to maintain consistent corporate imageStrive to maintain consistent corporate image
• Customer Centric to Business CentricCustomer Centric to Business Centric
• Emphasis Shift from Technology andEmphasis Shift from Technology and
Methodology to process, and cultural buy-inMethodology to process, and cultural buy-in

Call Centers of TodayCall Centers of Today

The Current State of Call CentersThe Current State of Call Centers
• Over 160,000 major multi-tasked call centers inOver 160,000 major multi-tasked call centers in
operation worldwide (Increasing Daily)operation worldwide (Increasing Daily)
• Each is challenged with:Each is challenged with:
– GlobalizationGlobalization
– Recruitment and TrainingRecruitment and Training
– Pressure to reduce costsPressure to reduce costs
– Rapid acceleration in call volumeRapid acceleration in call volume
• Stiff competition—Right-sourcing!Stiff competition—Right-sourcing!

Types of Data CentersTypes of Data Centers
• Internal or External or BothInternal or External or Both
• 24x7, 8 x 5, 12 x 724x7, 8 x 5, 12 x 7
• Inbound Call Centers or OutboundInbound Call Centers or Outbound

Service Desk Main ResponsibilitiesService Desk Main Responsibilities
• Receive and record all callsReceive and record all calls
• Provide initial assessment and attemptProvide initial assessment and attempt
first line resolutionfirst line resolution
• Monitor and escalate, as needed,Monitor and escalate, as needed,
incidentsincidents
• Provide timely feedback to usersProvide timely feedback to users
• Produce management reportsProduce management reports

How Many Help Desks do you use?How Many Help Desks do you use?
• Ever try moving?Ever try moving?
• How about across the country?How about across the country?
• No longer your Mother’s utility companyNo longer your Mother’s utility company
• Not just Banking and Credit Card CentersNot just Banking and Credit Card Centers
• Virtually every organization you doVirtually every organization you do
business with today will involve working inbusiness with today will involve working in
some form with a modern day help desk.some form with a modern day help desk.

Diversity of Call CentersDiversity of Call Centers
• Hotel, Airline Reservations, Travel AgentsHotel, Airline Reservations, Travel Agents
• Roadside Assistance (AAA), Towing, ServiceRoadside Assistance (AAA), Towing, Service
• Power, Water, Gas, OilPower, Water, Gas, Oil
• High Tech Manufactures, Major Appliances and electronicsHigh Tech Manufactures, Major Appliances and electronics
• Department of Motor Vehicles, USPS, Voter RegistrationDepartment of Motor Vehicles, USPS, Voter Registration
• Cell Phone and Telco, ISP’sCell Phone and Telco, ISP’s
• Yahoo, eBay, dotcoms startups and virtual corporationsYahoo, eBay, dotcoms startups and virtual corporations
• IRS, Local and State Government CentersIRS, Local and State Government Centers
• Credit Card and Loan Processing CentersCredit Card and Loan Processing Centers
• Insurance Companies (Life, Health, Auto, Home)Insurance Companies (Life, Health, Auto, Home)
• 911, Police, Fire, Ambulance, Hospitals, Civil and Traffic Courts911, Police, Fire, Ambulance, Hospitals, Civil and Traffic Courts

Banking CentersBanking Centers
• Automatic PaymentsAutomatic Payments
• Direct DepositsDirect Deposits
• Funds TransfersFunds Transfers
• PC BankingPC Banking
• Web and PC Bill PayWeb and PC Bill Pay
• AOL now offers Bill Payment by EmailAOL now offers Bill Payment by Email
• Mutual Funds, Financial Management Services,Mutual Funds, Financial Management Services,
Asset Management AccountsAsset Management Accounts

HR, Payroll and BenefitsHR, Payroll and Benefits
• New employee enrollment forms, access formsNew employee enrollment forms, access forms
• New Family Member Insurance IssuesNew Family Member Insurance Issues
• Family leave programsFamily leave programs
• Retirement, 401K, and Profit Sharing DistributionsRetirement, 401K, and Profit Sharing Distributions
• Timesheet Processing and Payroll DisbursementsTimesheet Processing and Payroll Disbursements
• Expense ReportsExpense Reports
• Workers’ compensationWorkers’ compensation
• Disability and Employee Assistance Program (EAP)Disability and Employee Assistance Program (EAP)
• New Insurance and Open Benefits EnrollmentNew Insurance and Open Benefits Enrollment

Technology Based Call CentersTechnology Based Call Centers
• Higher Functionality of Processing Chips andHigher Functionality of Processing Chips and
Programs in all consumer products:Programs in all consumer products:
– The Advent of the stored-program machine radicallyThe Advent of the stored-program machine radically
differentdifferent
– Not just plumber’s pipes, coffee pots, or spinningNot just plumber’s pipes, coffee pots, or spinning
wheelswheels
• Electronic Commerce, EDI, UN/EDIFACTElectronic Commerce, EDI, UN/EDIFACT
• B2B and Supply Chain ManagementB2B and Supply Chain Management
– XML, Continuous File FeedsXML, Continuous File Feeds
– Internet, VPN, Private Network ConnectionsInternet, VPN, Private Network Connections

Outbound Call CentersOutbound Call Centers
• Telemarketers (operate like help desks)Telemarketers (operate like help desks)
• Non-solicitor Telephone Based SurveyNon-solicitor Telephone Based Survey
– Mostly gone the way of email/internetMostly gone the way of email/internet
– Exit pollsExit polls
– 4 our of 5 dentists recommend …4 our of 5 dentists recommend …
• Medic AlertMedic Alert
– Help, I’ve fallen, and I can’t get up!Help, I’ve fallen, and I can’t get up!
• On*StarOn*Star

Customer Service Week (Oct 4Customer Service Week (Oct 4thth
))
• Devoted to recognizing the importance of customerDevoted to recognizing the importance of customer
service representatives.service representatives.
• These individuals are the front lines of the day to dayThese individuals are the front lines of the day to day
operations of every business and organization.operations of every business and organization.
• They are the voice and/or face that represent one'sThey are the voice and/or face that represent one's
company to the world.company to the world.
• CS Week was begun by a U.S. service professionals'CS Week was begun by a U.S. service professionals'
organization in 1988.organization in 1988.
• In 1992 the U.S. Congress proclaimed CS Week aIn 1992 the U.S. Congress proclaimed CS Week a
nationally recognized event.nationally recognized event.

Current IssuesCurrent Issues

Current IssuesCurrent Issues
• Legal IssuesLegal Issues
• Staffing (Recruitment and Training)Staffing (Recruitment and Training)
• TechnologyTechnology
• Pressures to reduce CostPressures to reduce Cost
• Tremendous Focus on the CustomerTremendous Focus on the Customer
• Security and Contingency ConsiderationsSecurity and Contingency Considerations

Permission Based MarketingPermission Based Marketing
• Federal Telephone Consumer Protection ActFederal Telephone Consumer Protection Act
(TCPA)(TCPA)
– National Do not call registryNational Do not call registry
– New rules related to unsolicited faxesNew rules related to unsolicited faxes
• CAN-SPAM Act of 2003CAN-SPAM Act of 2003
– 72% of all email flying around the Internet is actually72% of all email flying around the Internet is actually
SPAMSPAM
• Postal RegulationsPostal Regulations
• Customer May I?Customer May I?

Established Business RelationshipEstablished Business Relationship
(EBR)(EBR)
• A prior or existing relationship formed by aA prior or existing relationship formed by a
voluntary two-way communicationvoluntary two-way communication
between a person or entity and abetween a person or entity and a
residential subscriber with or without anresidential subscriber with or without an
exchange of consideration, on the basis ofexchange of consideration, on the basis of
the subscriber’s inquiry, applicationthe subscriber’s inquiry, application

StaffingStaffing
• Communication (telephone, email, letters)Communication (telephone, email, letters)
• Listening Skills (Active Listening)Listening Skills (Active Listening)
• Managing Stress and De-escalatingManaging Stress and De-escalating
problematic customer service issuesproblematic customer service issues
• Negotiation Skills, Tact and DiplomacyNegotiation Skills, Tact and Diplomacy
• Maintaining Customer EmpathyMaintaining Customer Empathy
• Career PathingCareer Pathing

Skill SetsSkill Sets
• When CIO’s were asked:When CIO’s were asked:
– What do you see as the single most important ‘soft’ skill for a jobWhat do you see as the single most important ‘soft’ skill for a job
candidate to possess?candidate to possess?
• Survey Says!Survey Says!
– Interpersonal skills: 35%Interpersonal skills: 35%
– Ability to work under pressure: 26%Ability to work under pressure: 26%
– Written or verbal communication skills: 20%Written or verbal communication skills: 20%
– Business Acumen: 12%Business Acumen: 12%
– Professional image: 4%Professional image: 4%
– Other: 1%Other: 1%
– Don’t know/no answer: 2%Don’t know/no answer: 2%
Source: Robert Half 2004 Salary GuideSource: Robert Half 2004 Salary Guide

RecruitmentRecruitment
• Matching the right person for the right jobMatching the right person for the right job
• Character, Moral, Empathy, AltruismCharacter, Moral, Empathy, Altruism
• Corporate Cultural IssuesCorporate Cultural Issues
• Multicultural and Globalization IssuesMulticultural and Globalization Issues
• Skills versus organizational/strategicSkills versus organizational/strategic
objectivesobjectives

Technology “Hype” versus RealityTechnology “Hype” versus Reality
• Bleeding Edge: InnovatorsBleeding Edge: Innovators
• Leading Edge: Early AdoptersLeading Edge: Early Adopters
• Show Me: Early MajorityShow Me: Early Majority
• Followers: Late MajorityFollowers: Late Majority
• OK, if I have to have it: LaggardsOK, if I have to have it: Laggards
• Technology BashersTechnology Bashers

Cost ConsiderationsCost Considerations
• Return on Investment (ROI)Return on Investment (ROI)
• Outsourcing versus In-sourcingOutsourcing versus In-sourcing
• In/Out-Sourcing versus Right-sourcingIn/Out-Sourcing versus Right-sourcing
• Onshore, Near Shore, OffshoreOnshore, Near Shore, Offshore
• Owned Overseas FacilitiesOwned Overseas Facilities
• Stiff CompetitionStiff Competition

Return on Investment (ROI)Return on Investment (ROI)
• Live Calls: $3.00 to $10.00 per contactLive Calls: $3.00 to $10.00 per contact
• IVR: 10IVR: 10¢ or less per contact¢ or less per contact
• Web: pennies or lessWeb: pennies or less

US HD Tier 2 Salary CostsUS HD Tier 2 Salary Costs
• $32,000.00 to $42,000.00/year$32,000.00 to $42,000.00/year
– Washington DC (Multiply by 120%) 38.4K—Washington DC (Multiply by 120%) 38.4K—
50k50k
– Source: Robert Half Technology 2004 SalarySource: Robert Half Technology 2004 Salary
GuideGuide
– Percent Change from last year -3.6%Percent Change from last year -3.6%

Offshore Based Salary CostsOffshore Based Salary Costs
• $4,000.00 to $8,000.00/year$4,000.00 to $8,000.00/year
– Vast resources of labor to draw fromVast resources of labor to draw from
– Technically Savvy and often better trained inTechnically Savvy and often better trained in
technologytechnology
– Language barriers minimalLanguage barriers minimal
– Represent the top 10% of salaried employeesRepresent the top 10% of salaried employees
in that countryin that country

Local Salary MultipliersLocal Salary Multipliers
• Boston: 119.7%Boston: 119.7%
• Philadelphia: 105.0%Philadelphia: 105.0%
• Washington DC: 120.0%Washington DC: 120.0%
• Chicago: 110.0%Chicago: 110.0%
• St. Louis: 95.6%St. Louis: 95.6%
• Fargo, ND: 80.5%Fargo, ND: 80.5%
• New York, NY: 146.0%New York, NY: 146.0%
• Miami, FL: 103.0%Miami, FL: 103.0%
• Wilmington, DE: 100.00%Wilmington, DE: 100.00%
• Louisville, KY: 92.5%Louisville, KY: 92.5%
• San Antonio, TX: 83.0%San Antonio, TX: 83.0%

Customer FocusCustomer Focus
• Tremendous Focus on the CustomerTremendous Focus on the Customer
• Stiff CompetitionStiff Competition
• No Customer LoyaltyNo Customer Loyalty
• Less Loyalty expected for the futureLess Loyalty expected for the future

Customer Focus (Continued)Customer Focus (Continued)
• Managing Customer PerceptionManaging Customer Perception
• Rising Customer ExpectationsRising Customer Expectations
• Moment of truthMoment of truth
• Friendliness and Customer AwarenessFriendliness and Customer Awareness
• Multicultural SensitivityMulticultural Sensitivity

Why CRM is not workingWhy CRM is not working
• How many of you have banks?How many of you have banks?
• How many of you have been with them forHow many of you have been with them for
years?years?
• How many of you would report goodHow many of you would report good
experiences?experiences?
• How many of you would switch to get aHow many of you would switch to get a
better rate on your mortgage?better rate on your mortgage?

Security ConsiderationsSecurity Considerations
• Privacy Act of 1974 and the IncreasingPrivacy Act of 1974 and the Increasing
Value of PrivacyValue of Privacy
• Health Insurance Portability andHealth Insurance Portability and
Accountability Act (HIPAA)Accountability Act (HIPAA)
• Patriot Act and Related Post 9/11Patriot Act and Related Post 9/11
• Authentication and VerificationAuthentication and Verification
• Protection of Private InformationProtection of Private Information
• Protection of Corporate InformationProtection of Corporate Information

Contingency PlanningContingency Planning
• September 11September 11thth
, 2001, 2001
– The day that shook the worldThe day that shook the world
• August 14August 14thth
, 2003, 2003
– "cascading blackout" destabilized the Niagara-"cascading blackout" destabilized the Niagara-
Mohawk power grid as far north as Canada and as farMohawk power grid as far north as Canada and as far
west as Detroit and Clevelandwest as Detroit and Cleveland
– PA, NY, NJ, Michigan, Cleveland, Toronto, Ohio,PA, NY, NJ, Michigan, Cleveland, Toronto, Ohio,
Detroit, Ontario CA and Ottawa CA, even Texas!Detroit, Ontario CA and Ottawa CA, even Texas!
• Hurricane Francis, Guston, Ivan, etc.Hurricane Francis, Guston, Ivan, etc.
– We can put a man on a moon, but we still cannot stopWe can put a man on a moon, but we still cannot stop
a hurricane.a hurricane.

Technical FailuresTechnical Failures
• NetworkNetwork
• IVRIVR
• WebsitesWebsites
• MainframesMainframes
• World Trade Center handled trunk lines to 75%World Trade Center handled trunk lines to 75%
of the communications in North Americaof the communications in North America
• WorldCom, MSNBC, General Electric andWorldCom, MSNBC, General Electric and
hundreds of other Fortune 500 companieshundreds of other Fortune 500 companies
significantly impactedsignificantly impacted

Site DisastersSite Disasters
• Power FailuresPower Failures
• FloodsFloods
• TornadoesTornadoes
• FiresFires
• StormsStorms
• Sick BuildingsSick Buildings

Short-term or partial staffing lossesShort-term or partial staffing losses
• Snow StormsSnow Storms
• IllnessIllness
• MeetingsMeetings
• Building EvacuationsBuilding Evacuations
• Remember Lee Boyd Malvo and JohnRemember Lee Boyd Malvo and John
MuhammadMuhammad

Call Volume IncreasesCall Volume Increases
• Product IssuesProduct Issues
– Release ManagementRelease Management
– New Product or Services Roll OutNew Product or Services Roll Out
• Other Sites Shutting DownOther Sites Shutting Down
• DisastersDisasters
– Red cross setup shop in a New York PublicRed cross setup shop in a New York Public
Television StationTelevision Station

OptionsOptions
• System redundancy and backupsSystem redundancy and backups
• Multiple sites with geographic diversityMultiple sites with geographic diversity
• Home agents and remote officesHome agents and remote offices
(telecommuting options)(telecommuting options)
• Service Bureaus (outsourcing)Service Bureaus (outsourcing)
• Call Center Backup ServicesCall Center Backup Services

Technological TrendsTechnological Trends

Technological TrendsTechnological Trends
• Customer Focus is here to stayCustomer Focus is here to stay
• Transformation versus AutomationTransformation versus Automation
• Discipline versus methodologyDiscipline versus methodology
• Process and Cultural Buy-in versus technologyProcess and Cultural Buy-in versus technology
• Multimedia – Presenting a consistent faceMultimedia – Presenting a consistent face
• Automated Test ToolsAutomated Test Tools
• Work Force Management (WFM)Work Force Management (WFM)
• ITIL and ITSMITIL and ITSM
• Forecasting and Simulation ModelingForecasting and Simulation Modeling

The FutureThe Future

Multiple Customer Touch PointsMultiple Customer Touch Points
• CRM, and Knowledge ManagementCRM, and Knowledge Management
– Capture, Use and DisseminationCapture, Use and Dissemination
• Multi Media, Content ManagementMulti Media, Content Management
• Enhanced Content and Self ServiceEnhanced Content and Self Service
• Voice Recognition and PersonalizationVoice Recognition and Personalization
– Bob, are you still having problems with that printer?Bob, are you still having problems with that printer?
– New Silicon Chips Set to Revolutionize SpeechNew Silicon Chips Set to Revolutionize Speech
RecognitionRecognition

Advent of Voice Recognition ChipsAdvent of Voice Recognition Chips
• Research from the Carnegie Mellon UniversityResearch from the Carnegie Mellon University
• Developing new and more efficient silicon chipDeveloping new and more efficient silicon chip
• 100 to 1,000 time more effective100 to 1,000 time more effective
• Uses speech-recognition chip architectureUses speech-recognition chip architecture
• Expected to be unveiled in 2 to 3 yearsExpected to be unveiled in 2 to 3 years
• Primary modality expected for cell phones and PDA’sPrimary modality expected for cell phones and PDA’s
• Eventually, you will be able to throw away your keyboardEventually, you will be able to throw away your keyboard
• Will be able to dictate a detailed email complaint orWill be able to dictate a detailed email complaint or
navigate a complicated Internet database by voice alonenavigate a complicated Internet database by voice alone

More Data in More PlacesMore Data in More Places
• Consider: A single spreadsheet today,Consider: A single spreadsheet today,
routinely transmitted via email oftenroutinely transmitted via email often
contains more information than could becontains more information than could be
stored on an entire laptop of 20 years agostored on an entire laptop of 20 years ago
• Massive Data Mining EffortsMassive Data Mining Efforts
• Survey AnalysisSurvey Analysis
• Fraud DetectionFraud Detection

Personalization TechnologyPersonalization Technology
• UsabilityUsability
• Subject Oriented AnalysisSubject Oriented Analysis
• Customer Behavior PredictionCustomer Behavior Prediction
– Maximize LoyaltyMaximize Loyalty
– Minimize ChurnMinimize Churn

Technology ShiftTechnology Shift
• Technology is moving closer to the endTechnology is moving closer to the end
user as firms shift business processesuser as firms shift business processes
onlineonline
• CIO’s have increased interest in staff withCIO’s have increased interest in staff with
customer/end-user support skillscustomer/end-user support skills
• Fueling increased requirements for allFueling increased requirements for all
HD/Service Desk Job CategoriesHD/Service Desk Job Categories

Hands Free Web SurfingHands Free Web Surfing
SystemSystem
• Nose steered mouse or “Nouse”Nose steered mouse or “Nouse”
• Works in conjunction with USB attachedWorks in conjunction with USB attached
Webcam which takes pictures of usersWebcam which takes pictures of users
face movementsface movements
• User moves his face and clicks with theUser moves his face and clicks with the
blink of an eye.blink of an eye.

Moore’s LawMoore’s Law
• Moore's Law says that semiconductors and devicesMoore's Law says that semiconductors and devices
double in functionality every 18 months.double in functionality every 18 months.
• Rechargeable batteries increase in capacity only five toRechargeable batteries increase in capacity only five to
10 percent per year.10 percent per year.
• But the increase in battery capacity is offset by ever-But the increase in battery capacity is offset by ever-
increasing advancements in chips and screens, whichincreasing advancements in chips and screens, which
chew up a lot of power.chew up a lot of power.
• There has not been a major change in battery chemistryThere has not been a major change in battery chemistry
since lithium-ion.since lithium-ion.
• We are not seeing the doubling or tripling of battery lifeWe are not seeing the doubling or tripling of battery life
that we need.that we need.

Supercomputing TrendsSupercomputing Trends
• World Record Japanese NEC “Earth Simulator”World Record Japanese NEC “Earth Simulator”
sustains speeds of 35.86 teraflops.sustains speeds of 35.86 teraflops.
• 9-29-2004 – IBM announces BlueGene performs9-29-2004 – IBM announces BlueGene performs
at 36 teraflops.at 36 teraflops.
• A teraflop is 1 trillion calculations per second.A teraflop is 1 trillion calculations per second.
• When help desks started in the late 60’s, theWhen help desks started in the late 60’s, the
IBM 360 CPU Processing Cycle time for a singleIBM 360 CPU Processing Cycle time for a single
instruction was 60 nanoseconds.instruction was 60 nanoseconds.

Bringing it to scaleBringing it to scale
• 1 Nano-second = 1/1,000,000,000 second1 Nano-second = 1/1,000,000,000 second
or one billionth of a secondor one billionth of a second
VersusVersus
• 36 trillion instructions per second or36 trillion instructions per second or
1/36,000,000,000,000 second1/36,000,000,000,000 second

1 billion versus 36 trillion1 billion versus 36 trillion1,000,000,000
36,000,000,000,000
0 5,000,000,000,
000
10,000,000,000
,000
15,000,000,000
,000
20,000,000,000
,000
25,000,000,000
,000
30,000,000,000
,000
35,000,000,000
,000
40,000,000,000
,000
IBM 360
BlueGene

ITIL and ITSMITIL and ITSM
• Information Technology Service Management (ITSM)Information Technology Service Management (ITSM)
• ITSM is the discipline covered in ITIL.ITSM is the discipline covered in ITIL.
• It is described in 10 core areas for the IT ServiceIt is described in 10 core areas for the IT Service
Management (Security was recently included as the 11thManagement (Security was recently included as the 11th
discipline).discipline).
• ITSM is an approach that shifts the focus from running ITITSM is an approach that shifts the focus from running IT
within a business to managing the business of IT.within a business to managing the business of IT.
• ITSM focuses on customer needs, is based on a robustITSM focuses on customer needs, is based on a robust
service driven methodology, and is enabled andservice driven methodology, and is enabled and
supported by best practices.supported by best practices.

Future Presentations AvailableFuture Presentations Available
• Computer Telephony Integration (CTI) and theComputer Telephony Integration (CTI) and the
Help DeskHelp Desk
• Employment Specifications and The Help DeskEmployment Specifications and The Help Desk
• Staffing Issues of the Modern Day Help DeskStaffing Issues of the Modern Day Help Desk
• Managing across GenerationsManaging across Generations
• Stressful by Nature - Occupational Hazards ofStressful by Nature - Occupational Hazards of
the Help Deskthe Help Desk
• The Human Factor – You can’t pie chartThe Human Factor – You can’t pie chart
customer satisfaction!customer satisfaction!

Thomas (Pete) PetryThomas (Pete) Petry
9381 Lee Highway9381 Lee Highway
Fairfax, VA 22031Fairfax, VA 22031
703-362-8180703-362-8180
TJPetry@aol.comTJPetry@aol.com
Thank you for your time!Thank you for your time!

Aitp evolution of the modern day help desk - october 14th 2004

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (15)

Similar to Aitp evolution of the modern day help desk - october 14th 2004

Similar to Aitp evolution of the modern day help desk - october 14th 2004 (20)

More from Thomas Petry

More from Thomas Petry (6)

Recently uploaded

Recently uploaded (20)

Aitp evolution of the modern day help desk - october 14th 2004