Naginder Dhanoa - CIO- United Nations Presentation at the CIO Event for more information click here http://bit.ly/oR262i

1. Catering to their ICT support needs

2. * The past decades have seen enormous leaps in technological
innovations
 From huge mainframes to powerful desktop PCs to tablets,
smartphones and other mobile devices
 From computer generated reports to databases with live
dashboards and scorecards
 From DOS to the world of slick windows and GUI applications
* Was this not a technological revolution?

3. * The number of internet users has
exploded over the last decade and a
half
* Today, we are part of a world where
the workforce has used technology
from school through to university
and now into the commercial world
* This is the Intelligent Customer

4. * Today’s customer no longer needs to call the Help Desk for
routine, mundane problems such as resetting a password ,
finding out how to download a common software,
connecting a printer to a PC etc.
* This customer is self-reliant to a large extent and can
provide their own level 1 support making use of self-service
portals, guides, help files and other resources available
* The Help Desk is not a place for answers to “How do I” and
“Where is this” type of questions

5. * Level 2 support needs to be at the Help Desk and, of course,
some parts of Level 3 where new major developments start to
take shape
* This is also the place where the modern customer is looking to
have intelligent discussions about products such as ERP systems,
CRMs etc.
* As long as you give today’s customer the tools, the technology,
and the relevant policies and procedures, they are off the
ground rapidly. Dead time is limited. And Efficiency kicks in fast.

6. * CIOs of today need to get ahead of this challenge by organizing IT
divisions where:
 skills are sharp
 product knowledge is readily available,
 research and development activities are supported
 and the power of communications is realized
* Traditionally, IT divisions never considered it important to share
information but now this has turned around
* The organization’s Intranet has become a source of vital information to
the employees

7. Your Intelligent Customer of today is self-
sufficient in basic and mundane routines but
knowledge and efficiency hungry