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Service Desk 2.0, the new generation support model
The document discusses the evolution of service desks from their origins in the 1980s to support growing IT use, to a proposed new model of "Service Desk 2.0". It notes that people now expect self-service options and want to solve problems themselves using consumer tools. A Service Desk 2.0 would have new goals around customer value rather than activities, involve many support sources beyond the official desk, and make better use of social media and community support. It suggests moving away from rigid ITIL processes to adaptive case management that uses multiple information sources. Examples are given of companies that saw cost reductions and increased customer satisfaction by embracing these new support models.
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Service Desk 2.0, the new generation support model
- 1. Service Desk 2.0 itSMFEstonia 11.12.13 Aale Roos, Pohjoisviitta Oy, @aalem Review by James Finister, TCS, @jimbofin Copyright © Pohjoisviitta Oy 2013
- 2. Aale Roos • MScStatistics • ITIL Service Manager & Expert • ISO 20000 Consultant • EXIN Professional • Speaker at –Pink11 –itSMF: Finland11, Russia12, UK12, Estonia12, Finlan d13, Australia13, Belarus13, Estonia13, Swe den13 –TFT12, ITSM Nordic Podcast Top Of the World
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- 5. People Not afraid of technology Want tosolve problems themself Have more choice
- 6. Business Easy to switch World issmall, one click away Services, not produc Free service requires
- 7. Tools Consumers have rights Easyto use, less support Consumer tools
- 8. • The Service/HelpDesk was introduced in the 1980´s to support growing IT use and PC’s Technology is changing
- 9. Before • Cars wereunreliable but easy to fix • Service station + car mechanic
- 10. Before • PC:s wereunreliable but easy to fix • Help desk and desk side
- 11. SO? Support becomes a new business Fromfixing broken parts…. ….to offering
- 12. • People searchfirst • No simple cases • Expect expert service This is already happening
- 13. Service Desk 2.0 •ITIL Service Desk was already obsolete in 2000 • Service Desk 2.0 is an attempt to look beyond ITIL. http://pohjoisviitta.wordpress.com/service-desk-2-0-the-new-support-function/
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- 16. Goal & mission Thegoal of support is to provide value by helping customers to use technology to do their jobs better.
- 17. New goals ACTIVITY • Numberof incidents solved • Availability • 1st level solution rate VALUE • New business • Cost savings • Lack of problems & interruptions
- 18. fault observed repair service restored customer problem takencare satisfied customer fault management = incident mgmt ? customer service = ? We need better processes
- 19. Improve processes –unlearn ITIL
- 20. Standard & Case •A process can manage standard events • Cases are complicated and different • Adaptive case management – Information centric – Rules – Multiple sources – Takes more time Analysis Process Rules
- 21. Many sources ofsupport Business support Self service SD official
- 22. Many sources ofsupport Business support Self service Infra support Specialis t teams Social Media Ext. Infra support SD Colleague s un-official
- 23. Community & Support Colleague s Business support Self service Infra support Specialis tteams Social Media Ext. Infra support SD
- 24. Make social mediawork for you • Self service and peer support => default • Tools will have to facilitate this
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- 26. • In the1950s, executives feared the bathroom: employees will waste productive time. • In the 1970s, executives feared the telephone: • In the 1980s, executives feared email: • In the 1990s, executives feared Internet access: • In the 2000s, executives fear social media: • In the 2010s, executives fear BYOD Toby Ward & Chris Dancy #KnowNow
- 27. “Institutions will tryto preserve the problem to which they are the solution.” – C. Shirky #KnowNow
- 28. Many channels private message • email •form • chat open message • internal • open forum • Facebook • Twitter • LinkedIn direct contact • phone • visit • other meeting
- 29. Many activities Classify &prioritize contacts Handle standard tickets Solve cases Social Media management Discussions Moderation Self Service management FAQ Knowledgebase
- 30. Cases • Cisco Finland –BYOD– support forum –-25 % costs –+100% customer satisfaction • Automattic - WordPress –20 M customers –50 K contacts/month –10 Happiness Engineers
- 31. Is this easy? No,but more support, more knowledge, solutions visible and reusable = better service @lower cost
Editor's Notes
- #10 Aale:
- #11 Aale:
- #13 James
- #29 2 years ago it was social networking policies, today it’s mobile deice policys and management to address BYOD…Isn’t that the promise of cloud? ……When I started at ServiceNow they offered me a laptop…..Isn’t our view of management and data security a little short sited…..
- #30 Shadow Enterprise using SocialWe call it Shadow IT, because to come out of the closet is still scary in some places. There is NOTHING shawdowy about this IT world we live in, as a profession that lives in the dark for a living, shadows is the new light.