Take a look at this presentation to discover how enterprises can now focus from the top down, on delivery outstanding customer services, whilst simultaneously cutting costs and improving compliance.

1. The New Management
of Service - joining up
the Enterprise

2. The Dawn of a New Era
Service Revolution

3. 90% executives deliver
Product offerings
as a Service
Service Revolution

4. Agenda
Johann Diaz
Evangelist, Strategist &
Practitioner
 Our crazy world
 ___ Perfect _______
 Is there hope?
 What must we do?
End to End Service
www.E2Eservice.com
johann.diaz@e2eservice.com
https://www.linkedin.com/in/johanndiaz/
#ServiceMgt
#ITSM18

7. Organisations are changing
“By 2030 over 2 billion jobs will disappear”
Thomas Frey, March 2014

9. ITSM?

10. Consumer Expectations & Org Drivers
Rising Consumer Expectations
Effortless
Anytime / place / how
Seamless multi-channel
Fast – near instant
Tougher Organisational Drivers
Reduce costs
Increase Productivity
Increase stability / Reduce risk
Transform to XaaS

11. For Organisations

12. ____ Perfect ____

13. The Perfect Storm
Governance
Reputational Risk
Financial
Service!
Multi-channel
Instantaneous
Fragementation
Disposable Services
CC / CD

14. Credit: 20th Century Fox
Istock images

15. IMPLODE
Credit: 20th Century Fox

16. DISRUPTED
Credit: 20th Century Fox

17. How Navigate?

18. New Management of Service
Enterprise Service Management
It’s All About
Service!
@ speed

19. New Management of Service
Enterprise Service Management
It’s NOT About
…………!

20. 2 perspectives
• External (Customer Service)
• Effortless customer journey
• Intuitive
• Seamless engagement & interaction
• In one place
• Customer Service
• Service Quality
• Great Experience
• Solution to problem, request…..
• Fabulous Relationship

21. Customer experiences a joined up Service
Courtesy ServiceNow

23. 2 perspectives
• Internal (Efficiency)
• Everything is a Service (request, order, fix, information)
• Cross-functional (re-order the enterprise – reflect customer journey)
• Reach across the networked eco-system

24. HR
Finance
Facilities
Procurement
Sales
Marketing
IT
CustomerSupport
The Silo’d
Organisation
Functional Systems

25. HR
Finance
Facilities
Procurement
Sales
Marketing
IT
CustomerSupport
The Silo’d
Organisation
Service is…..
Request
Order
Change
Fix
Information
All About Service

26. HR
Finance
Facilities
Procurement
Sales
Marketing
IT
CustomerSupport
The Silo’d
Organisation
Service is…..
Request
Order
Change
Fix
Information
All About Service

27. HR
Finance
Facilities
Procurement
Sales
Marketing
IT
CustomerSupport
With Service
Mgt Wrappers
40%
Productivity
Service is…..
Request
Order
Change
Fix
Information
All About Service

28. HR
Finance
Facilities
Procurement
Sales
Marketing
IT
CustomerSupport
The Joined Up
Organisation
Service is…..
Request
Order
Change
Fix
Information
Enterprise Service Platform

29. The Enterprise
Service Platform

30. Request
Order
Change
Fix
Information
Service
Capture
Categorise
Prioritise
Orchestrate
Report
Action
Platform
The Enterprise
Service Platform

31. Suppliers & Partners
Request
Order
Change
Fix
Information
Service
Capture
Categorise
Prioritise
Orchestrate
Report
Action
Platform
Customers / Users
Portal
Portal
The Enterprise
Service Platform

32. True partnering working in
collaboration across
boundaries
Partners
Orchestration and seamless
integration
Supplier
Seamless, multi-channel, end-to-
end experience
Customers
Joined up end-to-end task
automation and increased
functional efficiencies
Internal Org’n
Enterprise Service Platform
The ‘Controlling Mind’

33. Benefits

34. Benefits
• Delightful Customer Service
• Services – quality
• Solutions to problems
• Experience
• Relationship
NPS / Advocacy

35. Benefits
• Delightful Customer Service
• Services – quality
• Solutions to problems
• Experience
• Relationship
• Outstanding Operations
• Productivity
• Risk
• Agility
• Simplification
Cost / Time to Serve
NPS / Advocacy

36. In Summary

37. In Summary
 Our crazy world

38. In Summary
 Our crazy world
 The Perfect Storm

39. In Summary
 Our crazy world
 The Perfect Storm
 Is there hope?

40. The Dawn of a New Era
Service Revolution

41. Key Takeaways – TO DO

42. Focus on Service….. not on

43. Focus on Service….. not on
1. Lead the Service Revolution
2. Best Practice Service Management techniques across enterprise
3. Use PLATFORMS to join up the Organisation
New Management of Service =
Enterprise Service Management
End-to-End Service

44. Come join the Service
Revolution dialogue
www.ServiceRevolution.io
Just text ‘itsm18’ to
01886 211040
Johann Diaz
Evangelist, Strategist &
Practitioner
johann.diaz@e2eservice.com
www.E2Eservice.com
www.ServiceRevolution.io
https://www.linkedin.com/in/johanndiaz/
#ServiceMgt
#ITSM18

45. Come join the Service
Revolution dialogue
www.ServiceRevolution.io
Just text ‘itsm18’ to
01886 211040