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• Jeffrey M. Brooks, MS CIS & MBA
• Research Director, Gartner
• Co-Author “Help Desk Manager’s Crash
Course”
IT Service Desks Must Evolve
IT service support in the future will look dramatically different from how it
looked in the past!
The Modern IT Service DeskThe Traditional IT Service Desk
Key Issues
1. What current and future challenges do IT
service desk organizations face?
2. How will IT service desks modernize to
position themselves for IT service support of
the future?
3. What roles will IT service desk vendors play in
the modernization of IT service desks?
Why Can't IT Service Desks Get It Right?
IT Service Desk Monthly Performance Report
January February
Tickets Opened 445 512
First Contact
Resolution Rate
62% 65%
Average Hold Time 36 seconds 36 seconds
Average Talk Time 8 minutes 8 minutes
Abandonment
Rate
4.9% 5.1%
Customer
Satisfaction Rate
4.21 4.23
Solid performance by industry standards does not automatically equate
to business value
What the Service Desk Provides: What the business responds with:
So
what…
Adopt a Balanced Approach to Metrics
Productivity
Efficiency
End User
Satisfaction
IT Staff
Satisfaction
Prove Value or Perish
By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to the inability to clearly show value in IT services.
Why it will happen:
• IT Key Metrics data shows both IT
Spending as a Percent of Operational
Expense and IT Spending as a Percent
of Revenue declining over the past 5
years with no projection of increasing.
• Staffing is the largest percent of spend
of the I&O organization
• I&O organizations are not maturing the
manner in which they present metrics
surrounding their services
• I&O organizations will not properly
align metrics against CSF’s of the
business.
Why it won't happen:
• I&O Organizations will no longer utilize unaligned canned reports available in ITSSM Tools in favor of value based reporting
• I&O organizations will work closely with the business to understand their perception of value to ensure services delivered are measured against the business users desires rather than operational goals of the I&O
• I&O organizations will mature in the manner they utilize metrics to ensure proper business alignment
The Nexus of Forces
10
IT service support has to modernize to account for changes in complexity of IT
services and in business expectations.
Mobility•BYOD
•Always On
•24/7 Support Required?
Social Networking•Mass Collaboration
•Feedback Mechanism
•Collective Intelligence
•Expertise Identification
Information•Big Data
•Advanced Analytics
•Context Aware
Cloud Computing•Flexibility in Sourcing
•Expanded Business
Functionality
ITIL Updates: Change Course?
ITIL V3
• Service Strategy
• Service Design
• Service Operation
• Service Transition
• Continual Service
Improvement
• Revised in 2011
• Lots of Reading
• Overlaps with corollary areas
• Comprehensive
• Improved consistencyIn Short ... Stay the Course!
Rightsizing IT Service Desk Support
Social-Media-Enabled
Crowdsourcing Automated Request
Management and Password
Reset
HVD and Remote Control
Break/Fix Assistance
Outage Notification via
Tighter Event-Monitoring
Integration
IT Service
Desk
11%
10%
27%
27%
5%
12%
7%
1%
1. Streamlining process
2. Reducing the total cost of IT support
3. Providing high levels of customer satisfaction
4. Staffing and organization
5. Having the right technology in place
6. Demonstrating business value
7. Responding to changes in the business
8. Other
13
Which Would You Indicate as Your IT Service Desk's Biggest Challenge?
Will IT Self-Service and Automation (Finally)
Reduce IT Service Desk Staffing?By 2014, 20% of IT organizations will reduce Level 1 IT service desk staff by 50%.
Reasons why SPA will be true
• Continued failure of IT service
desks to demonstrate business
value
• Continued budget constraints will
cause IT organizations to mandate
self-service as a primary support
option
• Reallocation of IT service desk
functions to Level 2 will only
consist of specific issue types
Reasons why SPA will be false
• Continued organizational
investment in IT service desk
maturity
• Current levels of investment are
too significant to cut bait
• Technology becomes too complex
for users to manage demand
efficiently in a self-service model
Key Issues
1. What current and future challenges do IT
service desk organizations face?
2. How will IT service desks modernize to
position themselves for IT service support of
the future?
3. What roles will IT service desk vendors play in
the modernization of IT service desks?
Provide an IT Service View
Ser-ver
FrameRelayCircuit
Res-ponseTime
Credit CardCheck
Database
Main-frame
OS
WebApplication
Server
Fire-wall
ServerServerSer-ver
OSOSOSOS
Middle-ware
Net-work
Stor-age
Business Service"Container"
Unhappy customer ...
Key business service impacted
Time to restore is 2 hours
What's changed?
Escalate to database team!
Use Social IT Management for Support
I need help!
Service Desk Support
Peer-to-Peer Support
Or…
Social
Software
Platform
Social:
Networking
Publishing
Feedback
Bookmarking
8%
13%
15%
8%
56%
1. Have already done it
2. Yes, within the next 6 months
3. Yes, within the next 12 months
4. Yes, within the next 18 months
5. No plans
18
Will You Integrate Social Media and IT Support?
Turn IT Knowledge "Text" Into Con-TEXT
•Simple Search
•Unstructured Information
•Text Documents
•Technology-Focused
• Conversational Search
•Structured Information
•Multimedia
•People-Focused
The bridge Rich Information Analysis starts with Knowledge Management
You need to be here, before you get here…
Gamify IT Support to Foster Engagement
Gamification of IT Support can:
• Reduce Onboarding Cycles
• Increase Analyst Skill Levels
• Promote Productivity
• Boost Engagement Levels
Gartner SPA: By 2014, 70% of large companies will use gamification for at least one
business process.
Gamification is the application of game mechanics to
non-game environments to motivate and change behavior.
Evolve the Service Desk Role ProfileLevel 1 2012 Level 1 2016
ResponsibilitiesTriage, Troubleshooting, &
Escalation ……Troubleshooting and Isolation to
the Component Level
Work ArrangementsMajority of Time Spent at
Desk……Time Split Between Desk and
Field
Success CriteriaFCR, Avg. Talk Time, Avg. Speed
to Answer…
… MTTR, Customer Satisfaction, Tickets Closed
Education & TrainingTroubleshooting Knowledge &
Experience …… Certified Professional
Credentials, ITIL Foundations
Knowledge & SkillsCustomer Service, Written and
Verbal Communication ……Technical and Domain,
Interpersonal
Key Behaviors Multitasking, Problem Solving,
Time Management …
… Process Adherence, Collaboration, Team-Focused
Tools PC, IP Phone, IT Service Desk
Software, Knowledge Base …
… Mobile Device, Remote Control Software, Desktop Management
Software
Mobile vs. MobilityBy 2017, 50% of IT service desk Level 1 analysts in large organizations will use
mobility technologies in their delivery of service, which is major increase from
the current 3% level.
Key Issues
1. What current and future challenges do IT
service desk organizations face?
2. How will IT service desks modernize to
position themselves for IT service support of
the future?
3. What roles will IT service desk vendors play in
the modernization of IT service desks?
2011 IT Service Desk Vendor Landscape
Vendor 2010 Revenue
(Millions, US$)
Share 2009 Share 2010 Growth 2010
BMC (+
Numara)
526.1 40.6 40 9
HP 221.6 19.1 16.9 -5.1
CA 103.7 7.6 7.9 11.8
ServiceNow 86.0 3.0 6.5 135.7
FrontRange 71.8 5.5 5.5 6.6
IBM 60.3 4.6 4.6 7.6
LANDesk 17.9 1.3 1.4 11.8
Other Vendors 221.1 18.3 17.2 -
Grand Total 1,308.5 100% - -
(Revenue in Millions)Source: "Market Share: All Software Markets, Worldwide, 2010"
IT Service Desk Revenue, Growth, Market Share and Change in Market Share
Vendors With $50 Million or More in ITOM Revenue 2010
The Tools Evolution
Incident Management, ProblemManagement, Inventory Management,
Metrics Reporting, Knowledge Management
Change Management, Self-Service, Service Request Management, SLA Management for
Incidents and Service Requests
Service Visualization,Release Governance, Social IT
Management, Service Support Analytics and Reporting, Mobility
IT HelpDesk Tools
IT ServiceDesk Tools
ITSSMTools
ITSIO
Level 1
ITSIO
Level 2
ITSIO
Level 3 to 5
Ma
turi
ty
Potential Innovation for IT Service Desks
Current Commodity Features of IT
Service Desk Tools:
Issue Tracking and Escalation
Inventory Management
IT Self-Service
Knowledge Management
Canned Dashboarding and
Reporting
Request Management
IT Customer Surveying
Codeless Design
Drag-and-Drop Workflow
Out-of-the Box Best Practices (e.g.,
ITIL)
Still Missing From Many IT Service
Desk Tools:
Mobility
Remote Control
Embedded Business Value Metrics
Ease of Process Integration
Custom and Complex Reporting
Social Media Capabilities
IT Service Visualization
Content Analytics for Knowledge
Management
Gamification
SaaS Accelerates Useful Life Cycle
Perpetual License Model
Capital Budget
High Initial Outlay
Additional ITSM Tools Available
Pay Maintenance & Support Ongoing
Customer Responsible for Infrastructure
HW and SW Upgrades
Average 5-Year Useful Life Cycle
Software as a Service Model
Operational Budget
Low Costs in First Few Years
Additional ITSM Tools Included
Maintenance & Support Included
Vendor Primarily Responsible for
Infrastructure HW and SW Upgrades
Average 3-Year Contract Term
What is the expected useful life timeline for the new service desk tool suite?
Work to understand YOUR specific costs of the various models over the life
cycle of the tool
38%
13%
40%
3%
6%
1. Stay with current on-premises vendor
2. Stay with current SaaS vendor
3. Replace on-premises vendor for SaaS vendor
4. Replace SaaS vendor for on-premises vendor
5. Outsourced
28
If You Had to Make an IT Service Desk Choice of Vendor Today, Would You…
30
The Traditional IT Service Desk is Dead
IT Service Desks
IT Score 1-3
Primary Objective/FocusLevel 1. Service support analysts who troubleshoot, provide
break/fix support when business users contacts them
FocusReactively enable productivity by working to resolve issues as
quickly as possible through transactional interactions.
Roles & ResponsibilitiesOwn Incident Management, Sits in a basement, supports basic FAQ
and IT self service, provides flat alerting and outage notification
Metrics(High) FCR, (High) Tickets Closed, (Low) Abandonment Rate, (Low)
Cost Per Contact
Tools/Toolkit (Standard)IP Phone, IT Service Desk Tools (Incident and Reporting),
Knowledge Base
Best Example Current model for IT Service Desk
Self Service vs. Self Sufficiency
31
Modern IT Self Service
Traditional IT Self
ServiceAssisted Unassisted
Web Chat
IT Application Stores
Remote Support
Collaborative
Browsing
Video Chat
Social IT Support
IT Value Marketing
and Notification
Knowledge Base
Email Response
Acknowledgement
“How To” Videos
Peer-to-Peer IT
Support
Gamification
Password Reset
IVR
Perspective Scripts
FAQ’s
Notifications
Issue Tracking
Simple Request
Management
vs.
Transform IT Service Desks to Business
Productivity Teams
32 32
(Biz Productivity Team)
IT Score 4-5
Primary Objective/Focus
Level 1.5 and 2.Technical advisors
working directly with end users to
identify and find solutions to business
problems
Focus
Proactively promote productivity by
enabling high levels of user self
sufficiency through teaching moments
and direct user interaction.
Roles & Responsibilities
Own Problem management, Engage the
business directly (Via mobile), community
management in social ITM, end user
training sessions
Metrics
(Low) FCR resolution, (High) Cost Per
contact , (Low) Tickets Closed, High CSAT
and Business Value Delivery
Tools/Toolkit (Standard)Mobile Phone, Remote Support Tools,
Client Management Tools, MDM Tools,
Best Example Apple Genius Bar, Best Buy Geek Squad
Gartner Predicts – Strategic Planning
• Through 2012, the average handle time of an IT service desk request will increase by 15%.
• By 2014, 90% of the ITSD market will be shared by 10% of the vendors (which is an increase
from 80% in 2011), due to growth of market leaders and vendor consolidation.
• By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to
the inability to clearly show value in IT services.
• By 2015, 25% of organizations will incorporate game mechanics for IT service support
processes.
• By 2015, 90% IT service desk and ITSSM tool vendors will provide new social media and
collaborative features for IT support functions within their standard offerings.
• By 2015, at least two of the following social attributes (networking, publishing, feedback and
analytics) will be included in the majority of IT service desk standard offerings.
• By 2015, less than 2% of interactions currently solved by the IT service desk will be solved
through internal end-user communities.
• By 2017, 50% of IT service desk Level 1 analysts in large organizations will use mobility
technologies in their delivery of service, which is major increase from the current 3% level.
33
Recommendations
� Identify opportunities for IT service desk evolution. Take small steps as necessary.
� Involve the IT service desk in the definition stages of new or changing IT services,
positioning them to be better informed and ready to support services more
efficiently.
� Perform a detailed ROI analysis to understand how future IT service desk
improvement efforts and technology innovation will affect efficiency, costs and
quality.
� Provide support analysts with service view data to enable faster problem
identification.
� Enhance IT service notification, end-user satisfaction surveying and IT self-service
with the use of social media.
� Differentiation among ITSD vendors will be outside of the core product in the
corollary products.
� Consider the five-year TCO of a SaaS solution rather than just the purchase price.
Action Plan for IT Support
OrganizationsMonday Morning
– Develop an IT service desk mission statement that demonstrates commitment to efficiency, cost optimization, and user satisfaction.
– Review current metrics being utilized and eliminate metrics which are not actionable
– Create balanced triangles using your metrics to determine if you have a multi-dimension approach to how you measure the I&O.
Next 90 Days– Amend your IT service desk analyst job description profile.
– Refine your IT service desk metrics and align them to CSFs and KPIs that are linked to business objectives.
– Ask the business what they consider to be Critical Success for the IT Service Desk.
Next 12 Months– Build a continual service improvement plan for your IT service desk.
– Evaluate your IT service desk vendor's ability to meet your IT support organization's long-term requirements.
– Turn metrics reports into value statements of how the IT Service Desk increased the productivity of the business.
Related Gartner Research� Creating an IT Governance Team for Your IT Service Desk
Jeffrey Brooks, Jarod Greene (G00228574)
� Why Can't Service Desks Get It Right?
Jarod Greene (G00211292)
� IT Service Desk Organizational Principles for Resource Optimization
Jarod Greene (G00213308)
� The Impact of Crowdsourcing on IT Support
David Coyle, Jarod Greene (G00214326)
� 'Socializing' IT Service Desk Best Practices to Improve End-User Engagement
Jarod Greene (G00215514)
� IT Service Desk Software-as-a-Service Vendor Landscape
Jarod Greene, Jeffrey Brooks (G00218314)
� The 2011 IT Service Desk Market Landscape
Jeffrey Brooks, Jarod Greene (G00223264)
� A Balanced Triangle Approach for IT Service Desk Metrics
Jeffrey Brooks, Jarod Greene (G00228573)
� The Mobility-Enabled Service Desk Will Change How Service Analysts Do Their Jobs
Jeffrey Brooks (G00231417)
� Introducing the IT Service Support Management Tools Market
Jeffrey Brooks, Jarod Greene (G00231601)
� IT Service Support Management Tools Magic Quadrant Criteria
Jarod Greene, Jeffrey Brooks (G00231592)