The webinar discusses the pressing need for service desks to adapt to the evolving workplace, especially in catering to a tech-savvy millennial workforce. Key topics include five strategies for optimizing service desks, the importance of mobile and collaboration tools, and leveraging automation to enhance user experience. Participants are encouraged to implement user-centric service solutions to improve efficiency and engagement in service delivery.

1. +
Hosted By:
Adam OBrien
Product Marketing Manager
SunView Software
aobrien@sunviewsoftware.com
Presented By:
George Spalding
Vice President, Pink Elephant
Your Service Desk Is Dying

2. Housekeeping
2
• This webinar will be available shortly after its conclusion
• Share this webinar and check out the supplemental guide ’25
Requirements for a Service Desk Solution’
• Have a question regarding anything that is covered during this
webinar? Use the BrightTalk ‘Ask A Question’ window to submit
your question to the webinar panel!

3. Today’s Presenters
3
Adam OBrien - Host
Product Marketing Manager – SunView Software
@theadamobrien
aobrien@sunviewsoftware.com
George Spalding - Presenter
Executive Vice President – Pink Elephant
Co-author, ITIL V3 Continual Service Improvement core volume
2012 Ron Muns Lifetime Achievement Award Winner
@gspalding11

4. Agenda
4
 Your Service Desk Is Dying… Unless
 5 Ways to Optimize Your Service Desk
for the Digital Enterprise
 Opportunities and Next Steps
 Q&A

5. Poll Question
5
What is your service desk’s biggest challenge with
adapting to the needs of the digital enterprise?

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Your Service Desk Is Dying… Unless
Meeting the needs of the new workforce will require IT
change, especially in the age of consumer-like IT
services
PROFILE IMPACT ON IT
Tech Savvy Tech Critic
Consumer Tech Shadow IT, App Stores
Mobile Preference Mobile Access, BYOD
Search First Self-Service; Self-Support
Like Collaboration Collaboration Enablement
Feedback Centric Sentiment Capture
Anti- Bureaucratic DevOps Style Development

7. Pink Elephant – Leading The Way In IT Management Best Practices
5 Ways to Optimize Your Service
Desk for the Digital Enterprise
George Spalding
Executive Vice President
Pink Elephant

8. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The Service Desk is the Last Resort
Instead of contacting the Service Desk,
54% of workers will seek out the Internet,
coworkers, local tech support, or their peers.
(Source: HP)

9. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The Service Desk is the Last Resort
• Collaboration becomes a viable alternative for users
• Most users feel the current Service Desk processes are
“clunky” and outdated
• Self-Service initiatives are failing

10. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
Today’s Millennial Workforce Drives Support Behavior
• Millennials now make up over 50% of the workforce
– 18-33 years old
– Social
– Technology savvy
– High expectations
– Value their time

11. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
Millennials Are Different
• Collaboration platforms become the norm
• Social Media becomes a Service Desk tool
• Self-Service becomes a MEDIA provider
• All solutions are mobile-enabled

12. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
Does the Service Desk need a Desk?
• We tend to think of mobile as a CLIENT solution
• Mobile should also be a PROVIDER solution
• ITIL has always viewed the Service Desk as a function –
not a process, and certainly not a place
• We need full functionality “on the road”

13. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The Internet of Things (IoT) Changes SD Role
• The value of the Service Desk will grow according to
its tracking ability (of physical assets) and its ability
to provide real-time status information on those
assets
• Proactivity for Productivity
• Proactive Problem Management, Incident
avoidance, and up-to-the-minute status

14. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The ROI of Service Desk
• People: Number of staff to perform the assigned task
• Process: Mature Incident Management & Request
Fulfillment is only the beginning
• Technology: Tool for the long haul – integration with other
processes, etc.
• If the only goal of the SD is Incident resolution, they will
become irrelevant as IT maturity increases
• The real ROI comes from increasing productivity for the
Enterprise

15. 15
Adam OBrien
• Product Marketing Manager
• SunView Software
@theAdamOBrien

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Opportunity

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Consumer-Like
Interfaces
User-Centric
Service Delivery
Support
Mobile
Capture
Feedback
Service Desk for a New Generation of Users

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Service Desk for a New Generation of Users
Ironing out the kinks in a service desk's
appearance and functionality keeps
users communicating through a single
channel rather than seeking out
alternatives.

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Next Steps
• Get the right Service Desk solution
• Implement Service Request processes for common requests
• Leverage automation to streamline request/incident handling
• Improve Self-Service experience with user-centric design
• Take advantage of Knowledge Management to reduce time to
resolution and provide point of request help
Improve Employee Engagement - Be more Agile

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Best-Value Service Management Platform
for Any Size Organization
 ITIL-Based Processes
 Codeless Configurations
 Persona-Based Dashboards
 Powerful Automations
 Responsive Design Self-Service

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Get Connected
Do you have any personal experience or additional
questions regarding the topics we covered today?
Get into the discussion:
• Tweet to: @TheAdamOBrien,@SunViewSoftware, or
@theitilexperts
• Email: aobrien@sunviewsoftware.com

22. 22
Q&A

23. Thank You!
If you would like to find out more visit
www.SunViewSoftware.com
LinkedIn.com/companies/sunview-software-inc-
Twitter.com/SunViewSoftware
Facebook.com/SunViewSoftware