Uploaded byTim Young
Service Desk
The document discusses evolving IT service desks to better meet business and customer needs. It notes that CEO agendas prioritize customer care, product innovation, and IT performance. Customers want faster support, better information access, and more innovative ideas from IT. To evolve, service desks need to focus on business goals, optimize existing technologies, understand trends, and adapt infrastructure, business tools, and services. The future involves incentivizing alignment, changing ticket mixes, intervening early, closing tickets on time, and gathering feedback to improve experiences. Key questions are how to drive more self-service, share experiences with customers, establish metrics and service level agreements, ensure expertise is cross-functional, and define the skills of modern service desk agents
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Service Desk
- 1. Helpdesk 2.0 (ServiceDesk) Tim Young “ Shift Happens”
- 2. “ The futureis here – its just unevenly distributed.” – William Gibson
- 3.
- 4. What's leading theCEO’s agenda? Sales Productivity 36% Customer Care 35% Product Service Innovation 30% IT Capabilities / Performance 29% Business Performance Monitoring 23% Source: IDC
- 5. What the communitywants! Need To Speed Up! 32% Improve Information Access 32% More Innovative Ideas From IT 29% Improve IT Support 25% Support Modern Tools 24% More High Value Business Services 23% Source: IDC
- 6. A community perspective….95% = 0% Goals need to be business goals Process vs. tech perspective Optimize what we own Better metrics Understand the trends
- 7. How do weevolve? Telecommunications Infrastructure Business Technology Adaptive Capacity Service
- 8. The future…. Incentivizeto create alignment & cooperation Change the mix of tickets Intervene upstream Close tickets within SLA and create a high quality experience through process Create feedback process after each experience w/ 1 – 4 rating; goal of 80% of 4’s
- 9. Lets start theconversation……. How do we drive more self service? Can we articulate a shared experience with the audience? What are our top 5 key metrics? Are we maintaining our SLA? How do we ensure that SME’s are established and cross functioning? What is the DNA of the new service desk person?