HDI and Capital Area Local Chapter Updates and presentation on the The Service Desk, the 4th Industrial Revolution and You

1. Welcome!
HDI Capital Area Local Chapter
September 16, 2016

2. Updates from HDI Corporate and
HDI Capital Area Local Chapter

3. Thank You HDI Capital Area 2016 Sponsors!!

4. Today’s Agenda
Agenda
12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program – The Service Desk, the 4th Industrial
Revolution and You!
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends

5. Next Local Chapter Meeting
Annual Teambuilding
Event and Vendor Fair
October 21, 2016
Bethesda North Marriott
Hotel and Conference Center

6. New Capital Area Website
Coming Soon!

7. HDI Membership:
Now More Connected Than Ever
Connect and collaborate with professionals who share your
goals and challenges and gain exclusive access to the best
industry resources—hand-picked by experts and practitioners.
• News and articles
• Industry research
• Podcasts and webinars
• Discussions
• And much more
Only at the new HDIConnect!
Connect.ThinkHDI.com

8. What’s Hot at HDI
Get Your Seat at the Next HDI Forum Roundtables
Join us to learn about HDI Forum membership as you collaborate with your peers to
share thoughts, discuss challenges, learn the latest best practices, and more. They’re
FREE to attend:
– October 31, 1:00 p.m. – 3:30 p.m. EST, Live at FUSION16
– December 6, 12:00 p.m. – 1:30 p.m. EST, Virtual Event
– Register today at ThinkHDI.com/Roundtables
FUSION 16: Save $200 with HDI Membership
November 1-4, 2016 | MGM Grand | Las Vegas
Register for the most important ITSM event of the year. HDI and itSMF USA members
save $200! Learn more at ServiceManagementFUSION.com
NEW! HDI Team Certified Award: Pinnacle of Excellence
Get 100% of your team HDI certified and cement your status among the support center
elite with the new HDI Team Certified Pinnacle of Excellence Award. Apply today at
ThinkHDI.com/HDITC only a few months left to apply for the 2016 award!

9. A Look Ahead
HDI Awards Campaign
• Award postcard featuring industry awards and deadline (hitting desks Aug. 29th)
• New landing page for industry awards and nominations (in production)
• Social media and web ad promotion (currently running)
Member Acquisition Mailer
• Hitting desks September 19th
HDI Forums Campaign
• New landing page featuring October Leadership Summit: forums.thinkhdi.com
• Social media and web ad promotion (currently running)
Practices and Salary Report Survey
• Now open and being advertised: Complete the survey
New HDI Catalog
• Currently in distribution (view online copy)
FUSION Hotel Deadline Postcard:
• Hitting desks September 5th

10. You Spoke, We Listened:
Introducing Your HDI
New Membership Model Features Improved Benefits, Lower Price
Based on feedback from those in the tech support industry, HDI
has overhauled and simplified its membership model! No more
unnecessary member levels, no more confusing pricing
structure, and no more unclear benefits.
We now have one membership level available for the new low
price of $295 with a streamlined and improved set of benefits.
Check it out at ThinkHDI.com/Membership.

11. HDI Industry Awards
Submissions and Nominations due October 31st

12. Analyst & Desktop Support
Technician of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The
only investment you make is time to send the information below and complete the application.
Your return is truly a heartwarming event that has become a year end celebration for our
teams.
• I encourage members to nominate your outstanding Analysts and Technicians by emailing
the following information to Sandy Seroskie, by Monday, October 24, 2016 at
awards@hdicapitalarea.com:
• Help Desk Analyst or Desktop Support Technician's Name
• Company
• A paragraph describing the individuals achievements (why you are nominating them)
• Manager's name and contact information
• The criteria and nomination form is sent to the Manager to complete.
• We encourage you to send the information above early, so you have more time to
complete the application.
• The local chapter Analyst of the Year and Desktop Support Technician of the Year will
compete for the regional award and regional winners then compete for the global award.
The winner of the Regional Analyst of the Year and Desktop Support Technician Award will
receive a free registration to the Annual Conference courtesy of Robert Half Technology.

13. SAVE UP to $400
HDI and itSMF USA Members – Save $200
**Special for HDI Local Chapters**
For every 5 “NEW” attendees registered
the Chapter receives one free registration

14. The Service Desk, the 4th
Industrial Revolution and You!
Randy Reeves

15. Randy Reeves
Principal Solution Engineer, BMC Federal
The Service Desk, the 4th
Industrial Revolution and You

16. What is the 4th Industrial Revolution

17. Drivers of Change

18. Drivers affecting the Service Desk

19. Every single vendor is going to be disrupted
What do they all have in common?
They produce an ITIL v3 compliant
system for supporting a Service Desk.
While the products have self-service
interfaces, there is still an assumption
that a human being is going to drive
interaction.
In 10 years this assumption will no
longer be operationally true.
And this is going to change the
character of service support work.

20. Estimates of when the impact may occur

21. BUT WE’RE THE FEDS AND NONE OF THIS
APPLIES TO US
Self-Service
Automation
Facial Recognition
Biometrics
Data Analytics
UNITED STATES – SINGAPORE – EU

22. In 2014, Facebook acquired WhatsApp for $19 billion. That astronomical number set
off waves of speculation as to what value Facebook could possibly see in a company
with just 55 employees and roughly $20 million in revenue.
– Matt Swanson, Silicon Valley Software Group

23. Social Trends and Cost Savings Potential as Drivers
Mary Meeker 2016 Internet Trends Report

24. …record amount of M&A in artificial intelligence, with the giants Alphabet, Amazon,
Apple, Facebook and Microsoft leading transactions….Alphabet’s Google is leading
the acquisition race, having made around 10 acquisitions of AI or machine learning
startups in the past five years, followed by Apple, which has bought three.
– Aug 24, 2016, Vinod Iyengar, TechCrunch

25. Machine intelligence will be applied in ways we cannot imagine yet. One example is
talking. Today, if you have a problem with a car company, you might end up
conversing with a bot over the phone. Those are conversations that we thought
weren’t automatable that are now. We used to employ a lot of people to talk to
people and people have those conversations with bots.
– Ryan Avent, author of The Wealth of Humans

26. Confluence of factors making this possible
Collaborative Systems
Machine Learning
Automated Speech Recognition
Deep Learning
Reinforced Learning Big Data
Natural Language Processing

27. It really is starting to happen…

28. If Tier 1 support is largely automated, then
what are we going to be doing?

29. A good rule of thumb with modern day machine learning approaches
is that they typically can provide accurate responses that gradually
taper off at 85% as more data is provided.
– Matt Swanson, Silicon Valley Software Group
In the perceivable future, most
jobs will not be replaced by AI
technologies, but will be
augmented or changed. The
healthcare advances are not
going to replace doctors, but
they may change the skills that
the doctors need or how
doctors spend their time.
– Peter Stone, Computer
Science, University of Texas

30. IT is evolving….Service Support and the Service Desk must also

31. What does my skill set look like?
Focus on Brokering, Orchestrating and Proactive aspects of Service Support
Manager:
• Business Relationship Manager
• Service Level Manager
• Vendor Manager
• Proactive Problem Manager
• Project Manager
• Proposal Manager
• Knowledge Manager
• Governance
Worker:
• Knowledge contributor
• Curator
• Scripter
• Big Data Analyst
• Problem Analyst
• Expeditor

32. Crowdsourcing, The Sharing Economy, Block chain and
Tier 3 support
Why does an expensive Tier 3 subject matter expert have to be your employee?
What if there was a marketplace of support
where individuals and organizations could
leverage each other’s knowledge?
Issues raised and solutions offered for a fee.
Is there a means to secure such a
transaction, the contract between parties,
and verify the credentials of the
participants?
Turns out there is. If you’ve heard of
Bitcoin, you already know about it. Block
Chain.

33. Crowdsourcing allows for simple tasks to be divvied out to a distributed workforce.
These “microtasks” can be performed by anyone, whether that be an expert
customer support rep within the company or an anonymous worker in the cloud.
– Matt Swanson, Silicon Valley Software Group

34. Still think this is far-fetched?

35. Over the next fifteen years, the Study Panel expects an increasing focus on
developing systems that are human-aware, meaning that they specifically model,
and are specifically designed for, the characteristics of the people with whom they
are meant to interact.
– One Hundred Year Study of Artificial Intelligence, Report of the 2015 Study Panel
When NLP technology advances to the point where the need for human oversight is
minimal, we’ll see personal assistants that use the Internet as a data repository from
which they can retrieve pieces of knowledge that more cerebral humans can put
together for higher value decision making.
– Matt Swanson, Silicon Valley Software Group

36. Proactive Service Support: Predictive and Intelligent
Can I use the ubiquity of data that can be gathered about an employee to offer proactive
support? Can I put tools in front of them to aid them in their current job predictively and
intelligently?
Would the result be this? Or this?

37. © copyright 2016 BMC Software, Inc.