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Service Desk…?

@barclayrae#ITSMgoodnessbarclayrae.com

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Snog, marry, avoid…?

Quick kiss?Long term partnerNo thanks…

@barclayrae#ITSMgoodnessbarclayrae.com

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What kind of relationship do you want?

@barclayrae#ITSMgoodnessbarclayrae.com

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What kind of Service Desk do you need?

@barclayrae#ITSMgoodnessbarclayrae.com

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Service Desk?

Quick fix?Long term partnerNo thanks…

@barclayrae#ITSMgoodnessbarclayrae.com

Current dilemmas in ITSM

• Are we/will we be relevant? (ref cloud, BYOD, mobile, social, gamification) Is ITIL relevant?

• What is the future for Service desk? Is it broken and does it need re-defining?

• Should SLAs be banned? What's the point of a service catalogue? What is a service catalogue?

Do we need a Service Desk?

We don’t need a Service Desk, IF

We can eradicate all issues and problems associated with IT

We are happy that customer

communication is handled in an 'ad hoc' manner

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Service Desk?

Quick fix?Long term partnerNo thanks…

@barclayrae#ITSMgoodnessbarclayrae.com

Quick Fix?

Service Desk:o Provides fast and accessible serviceo Offers options an access and fulfilmento Is easy to do business witho Is clearly marketed – i.e. for what it does

Long Term Partner?

Service Desk:o Provides value-added services o Understands the business and your requirementso Offers more than just support and fixo Provides end-to-end solutions

No Thanks..!?

Service Desk:o Not embracing new technologies and ways of workingo Offering single approach for allo Over-focussed on SLAs and KPIs – or the wrong oneso Focus on Incident processing rather than customer experienceo Fussy/formal and process driveno Not taking on extra (non-IT) support areas

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Service Desk Futures?

@barclayrae#ITSMgoodnessbarclayrae.com

Service Desk Futures

Not just fixing/logging:

Organising, liaising Delivering, providing Leading, facing Providing varying

levels of service + contact

Managing the experience

Adding value where appropriate

Service Experience - principles

Customer experience drives delivery SLA is worst caseManage customer expectations – e.g. keep updated/check closureReport by customer experience not ITSM process (customer satisfaction not total # calls logged in a month)

Delivery in order of value to the businessMaximum benefitMinimum riskOptimum cost

Fastest possible route to closureFix, fulfilment, answer, re-direction etc

Minimum touch points‘Shift-left’ – more first time fix and Self Service(cheaper, faster, easier to manage)

Service Desk Code of Practise

What’s our business / who are our customers?What are our standards/ethics/codes of behaviour?How do we provide service to our customers?What are our services?How is our success measured?How do we deliver?

How do we manage?Details…

Service Desk Futures

Not just fixing/logging:

Organising, liaising Delivering, providing Leading, facing Providing varying

levels of service + contact

Managing the experience

Adding value where appropriate

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7 Steps to ITSM Goodness1. Engage and listen to customers

2. Build services based on business outcomes 3. Invest in the service desk

4. Get problem management working 5. Report on useful stuff

6. Get the whole IT organisation involved7. Change the pitch – sell the value

Invest in the service desk

o If you want brilliant (awesome) service, hire brilliant people o Service Desk Manager - pivotal, game-changing role o 3-way pull - service desk team, customers, the rest of IT

Get in control of statistics and motivation Get the department on-side and get authority Make tools and processes work for you Build a SD code of conduct Make it an aspirational place to work Be clear on basic rules and goals - give staff flexibility to excel Know your stats but keep an eye on the bigger picture 

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A brilliant partner…isresponsive, flexible, not driven by ego, supportive, knows you, knows how to communicate with you, works out how to live with you, always there, changes with you, grows in the relationship with you…

A brilliant service desk..?

o Is the focal point for the delivery of IT services - and is supported by other back office and support groups

o Is regarded and actively supported by management as a valuable asset, not just a cost centre

o Has high levels of first line and first contact resolution (70%+), low levels of attrition (>5%) and minimal telephony abandon rate (>5%)

o Has very high levels of customer advocacy and satisfaction ratings

o Is seen as an aspirational place to work

A brilliant service desk:

o Is a key element in relationship managemento Provides options on levels of contact and services

providedo Is flexible and able to respond to new challenges

and technologieso Finds new ways of constantly improving the

customer experienceo Is the engine to develop issue reduction and

improveo Is recognised as a key asset and value creator

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Thank you for listening…

www.itsmgoodness.com

@barclayrae#ITSMgoodnessbarclayrae.com