Building a transformational service strategy for your organization
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Pink 2015 Event - Breakout session 'Building a transformational service strategy for your organization'
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Building a transformational service strategy for your organization
- 1. BUILDING A ‘TRANSFORMATIONAL SERVICE STRATEGY’ FOR YOUR ORGANIZATION Evan Carlson Vice President, Sales
- 2. AGENDA • The Current State of IT • Top CIO Concerns • The IT Revolution • Customer Engagement is King • The Future
- 3. CURRENT STATE OF IT PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 4. BUSINESS CHALLENGES PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 5. “In reality, the distinction between a consumer application and a business application has disappeared.” Gartner, Predicts 2014 WHAT’S CHANGING PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 6. Digital technologies — mobile, social, big data and cloud — are disrupting businesses everywhere. CIOs must look beyond the day-to-day "IT as usual" activities and hunt for new digital opportunities to accelerate growth and create a competitive advantage. How will you capture new digital opportunities? How will IT remain relevant in an increasingly digital world? ON THE CIO AGENDA • IT Governance & Strategy • Innovation Management • IT Budgets, Cost Optimization and Business Value of IT Gartner CIO Agenda Survey, 2015 PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 7. CIO INVESTMENT PRIORITIES Gartner CIO Agenda Survey, 2015 PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 8. • End user interfaces • Cloud technology • Delivery of Business Services • Delivery of Digital Services • Delivery of IT Services • Mobile support WHAT DO WE NEED TO IMPROVE Let’s get back to delivering Services…to people Technology should be all about helping people PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 9. THE IT REVOLUTION PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 10. THE DIGITAL REVOLUTION “There will be 905 million tablets in use for work and home globally by 2017” 2013 Mobile Workforce Adoption Trends Forrester Research, February 4, 2013 “29% of the global workforce is characterized as anytime, anywhere information workers—those who use three or more devices and work from multiple locations.” PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 11. Consumers are Your Users CUSTOMER ENGAGEMENT IS KING PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 12. • Easy to access & use portal • Consistent, familiar working environment (Google, Amazon) • Knowledge base • One stop shop ATTRIBUTES OF A MODERN VIRTUAL STORE “Of all service desk contact volume, as much as 40% can be solved through IT self-service” - Gartner PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
- 13. THE FUTURE • Rethink the traditional IT service delivery approach o Avoid focusing only on technology • Demonstrate that the service desk can do more than break/fix • Incorporate strategic planning • Move beyond tactical frameworks • Focus on service quality, customer engagement and relationships • Increase the availability of on ‘on-demand’ services • Leverage automation in order to provide that ‘always on’ perception • FOCUS ON USER EXPERIENCE
Editor's Notes
- A quick bit about me. I’ve been in software for 12 years and with EasyVista for over 5. Managing sales in North America since 2010 we’ve experienced over 100% year over year growth and had the pleasure to work with lots of innovative companies across all industries such as ESPN, Kaiser Permanente, State Auto Insurance, Gonzaga University, Villanova University, Jackson Health, Baptist Health, the Associated Press, and Acushnet the #1 golf manufacturer in the world and maker of Titleist, Footjoy and other brands. EasyVista has been doing ITSM since the early 2000s and truly seen the industry change dramatically. In some cases leading that change. Working with customers and analysts this is part of what we’ve learned.
- IT has become the part of the organization that touches everything in an impactful way. Essentially, IT is the backbone of business. Without IT, could your business operate? Probably not. Because of this, you have increasingly complex challenges that if not addressed could negatively impact the entire organization. Each department across your organization delivers services and in order to deliver those services and reach their individual goals, it’s likely they must utilize at least one service provided by IT. For example, the Sales department, Facilities, HR, Customer Support, Finance all rely on services such as email, internet and other even more critical systems specific for their department to service their users. Ultimately, IT is not alone in most meetings I have today. IT is accompanied by HR and/or Facilities. On Friday I met with a Hospital System and the room was 7 from IT, 1 from HR, 1 from Facilities, 1 from Clinical Engineering. It’s now not the exception, it’s the new normal.
- Because IT is so deeply involved with all of the various business units across your organization, challenges will vary, most commonly this is what we see: The business and your customers have expectations that IT will be delivering services that support their ever changing needs. The scrutiny you face to ensure you’re providing business value The increasingly complex nature of IT and of course all of the emerging concepts, such as gamification, nexus of forces and crowdsourcing. You thought you had a challenge when you only had to ensure the systems the business relied on were up and running, but now meeting those expectations are mandatory. Your solution to meet these challenges has to be agile and flexible. IT Service Management is now about more than simply delivering services. It’s about delivering those services to an audience that is much more tech-savvy with advanced needs. I would argue that it’s also no longer IT Service Management, it’s simply Service Management. Extra: The nexus of forces describes the convergence and mutual reinforcement of four interdependent trends: social interaction, mobility, cloud, and information. The forces combine to empower individuals as they interact with each other and their information through well-designed ubiquitous technology Digitize – the process of information creation moving from analog to digital Crowdsourcing is the process of getting work or funding, usually online, from a crowd of people. The word is a combination of the words 'crowd' and 'outsourcing'. The idea is to take work and outsource it to a crowd of workers. – Wikipedia is an example of crowdsourcing Gamification is the use of game thinking and game mechanics in non-game contexts to engage users in solving problems
- To me this is number 1 to any transformational service strategy. Focus on your users. Think about it. Who are your customers and how can you serve them better? How can you make yourself more relevant? More valuable? How can you quantify the value you provide to your users? How can you make sure they respect what you do for them day in and day out? User experience. When I see software being used today that is ugly, not intuitive, completely disconnected from how anyone on this planet would want to use it…it pains me. And it kills everything you’re trying to accomplish. How many people in this room have rolled out multiple self-service portals or intranets with minimal adoption? It’s OK, we all have, but now it’s time to change. Focus on your users. I’m going to pick on the Hospital System I met again on Friday. They have printers supported by IT and other devices supported by other groups in and out of IT. They are evaluating how printers are used because a major refresh is approaching at the end of the year. They see a printer that never gets used and interview people nearest it. Everyone complains because they have to punch in their badge number and passcode every time they need to use it. Yes, that would be frustrating but shouldn’t be the case. Turns out that the users go to Frank, not in IT by the way, for tech support much of the time. They simply don’t know who to turn to and Frank is tech-savvy and sits near them. Well, Frank didn’t know these things get installed by IT with badge scanners. The process was broken, the user experience suffered. If they had better interaction with their users this would have been avoided altogether or solved the right way very quickly.
- I’m always meeting with customers so again I’ll give you my most recent example. The Hospital System I met with on Friday. They have had over 250 people in their organization go through ITIL Foundation Training in the last 5 months. With Pink Elephant actually. They’re also sending many of those same people through Six Sigma. They just finished their green belt training this past week. Their CIO has a new title. He is the CIO & VP Innovation. It sends a message to the entire organization and certainly IT. IT is no longer just going to fix your printer, your laptop, make sure internet and email is up. It’s a powerful message. Before our meeting they kicked off a Service Catalog initiative with a round table. Who sat at it? IT, HR, Facilities, Security, and Clinical Engineering. They talked about the services they deliver, the cost of those services, the impact of those services on the business. When we met we talked more about supporting their Clinical teams than Incident Management. Of course Incident Management is important. But, to be fair, more important is a nurse or doctor being able to order an MRI, set an appointment for a specialist tomorrow at 10am, or manage outpatient transportation from a mobile device while in the room with the patient. “How will IT remain relevant in an increasingly digital world?”
- The nexus of forces describes the convergence and mutual reinforcement of four interdependent trends: social interaction, mobility, cloud, and information. The forces combine to empower individuals as they interact with each other and their information through well-designed ubiquitous technology Digitization – the process of information creation moving from analog to digital These are the top 5 investment priorities and align with what we were just talking about it on the CIOs agenda.
- In order to address these challenges IT will need to make adjustments to improve service delivery. End user interfaces, cloud technology, support for mobile devices and the delivery of all services need to improve. These improvements should be done with the human element in mind. What do your customers want? What will help them do their job better? These are the questions we should be asking. I come back to my point a few slides earlier. Focus on your users.
- No matter where you are, what you are doing and how you are doing it, you must be able to connect and be productive. The Internet of Things. Responsive design.
- Your users are consumers. Your users are receiving excellent virtual stores everywhere they go outside of work. Whether it’s banking or shopping, shipping packages, etc. they don’t need to talk to anyone on the phone. With that in mind, as you’re designing your virtual store experience, notice I’m not saying self-service experience because it implies they’re on their own, keep these consumer applications in mind and try to mimic their friendliness, for your customers.
- These are critical attributes that will make your virtual store more effective. It’s all driven by the user experience outside of the office. Providing what your users need…whether that is a knowledge base, a service catalog or the availability of essential services.
- User experience. User engagement. Focus on it and everyone wins.