This presentation explored the possibility of approaching service management with a selfless mindset, focusing primarily on self-service and customers logging tickets with the service desk

1. Selfless Service
Why IT needs to start thinking like Batman

2. Tale of two support stories
Cuz everyone loves stories

3. Once upon a time, I wrote to support...

5. Look at all these emails I’m not gonna read!
@yenceesanjeev

6. I was super frustrated!

7. Selfish

8. Once upon a time, I took the London Underground

9. Left or right...you decide

10. And once I got on the train….

11. Selfless

12. “My name is Sanjeev and I’m on a mission to
ensure every customer support interaction
delivers best possible experience”

13. Let’s look at how we evolved
Banks
Cash
machines
Payment
cards
Mobile
Payment
Amazon Go

14. Where are Service desks right now?
30 seconds later...

15. During the last 12 months, where has your service desk spent most
of its time?
Source - A View From The Front Line — 2017

16. What are your top ITSM tool frustrations?
Usability
Features
Source - A View From The Front Line — 2017

17. Let me tell you something about
your end users
It might shock you...

19. If the printer’s not
been working for 3
days, why didn’t
you raise a ticket?
What’s a
ticket?
This meme went viral for a reason

20. NeedNeedNeedNeed
EffortEffortEffortEffort
Things that neverThings that neverThings that neverThings that never
get doneget doneget doneget done
Need vs effort matrix

21. Self ServiceSelf ServiceSelf ServiceSelf Service
PortalPortalPortalPortal
NeedNeedNeedNeed
EffortEffortEffortEffort
Need vs effort matrix

22. “If you haven’t made it easy to use, you
really can’t blame them for not using it”
- Me, right now
@yenceesanjeev

23. End users
Y U NO MAKE IT EASY FOR ME?

24. There should be a better way to do self service!
Self-service still requires people to go to a place.
That place could be a link, an app, or anything anywhere.
Selfless service puts the end user above the service desk’s needs.
It tries really hard to get the service desk to where the users are and not make them have to come to it.
(def.) selfless – concerned more with the needs and wishes of others than with one’s own.

25. In a selfless world, this is where the self service will be
Mobile
Favorite
websites
Desktop
screens
Enterprise
Social Networks
IMs/Chatbots

26. Now, where else can we be selfless?
Navigation

27. In a selfish world, navigation feels like a maze

28. Like this

29. In a selfless world, navigation will be a breeze
Choice Information
Understandable
Minimal
Necessary
Relevant

31. Now, where else can we be selfless?
Navigation Knowledge Base

32. In a selfish world, knowledge base will be
ambiguous

33. How do I restart my laptop?
1. On the bottom right of your screen, press the (-) Icon
2. Find the Settings icon on the right side of your screen
3. Click on the power button
4. Click “Restart” to restart your computer

34. How do I restart my laptop?

35. Now, where else can we be selfless?
Navigation Knowledge Base Communication

36. Dear customer,
We appreciate-
Where is my
solution?
In a selfish
world, your
comms might
annoy the
customer

37. Hint - they probably don’t feel like this when you send
them a flurry of emails

38. In a selfless world, agents will...
1) Not say things they don’t want to hear
2) Take the end user one step closer to the solution
3) Give new information in every communication

39. Bonus tip ! For our Agents !

40. Context is everything

41. Requester
information
CRM Tool
Asset info
Similar tickets
And who knows what else they need...

42. All the information needed...in a single view

44. Okay, why should I care?

45. Psst….there’s no selfless good deed in the world!

46. If you still remember my stories….
- Wrote a huge blog ranting about the company
- Told all my friends about the bad experience
- Switched to another telecom within 3 months
- Used them as a reference in my talks
- Recommended everyone to take the tube
- Never even thought about an alternative
Bad experience: Good experience:
Do you really think your users don’t talk about their Service desk
experience?

47. Not giving end users a bad experience has its benefits...
Improved Adoption
Ticket Deflection
Happy Customers
Better exposure to
Knowledge base
Faster solutions
to their issues
See value in using
the software
44% of respondents have identified low self-service adoption as a cause of pain
- A View From The Front Line — 2017

48. “It’s not about giving your users a good
experience, it’s just about making sure
they don’t have a bad one”
- Me, right now
@yenceesanjeev

49. The mandatory takeaway slide...
Don’t make your end users go to the self service portal, put it within their reach
Navigation - When the user has to make a choice, give them info
Knowledge Base - Make it easy, make it visual.
Communication - With each email/phone/text, take them one step closer to the
solution. If not, give them new information.
Agents:
Context - Get everything required into a single screen