next generation service desk: simple, consistent, consumerized

0 Copyright 2016 FUJITSU

Fujitsu Forum 2016

#FujitsuForum


Exactly what makes The Next Generation Service Desk?

Mike Matthews

EMEIA Offerings Lead, Service Desk & Service Orchestration (SIaM)


Expectation


Why change? - Today’s Workers

Today, if a consumer cannot get an app to work within 5

minutes, he/she will uninstall it and download another

Very few of todays IT workers go to Google Page 2 to search

for information

Today’s consumers stay loyal to and evangelize about brands

that deliver the services / products they want


Ask a Friend


Today’s Workplace

Today’s workplace is “Anywhere” and the working hours are “Anytime”

24 / 7


A Day in the Life of

End Users


Avoiding past mistakes

“Any Customer can have any color they want, as long as it’s black”

Henry Ford



Claims of the death of the Service Desk are greatly exaggerated.

Although the Nexus of Forces present challenges to traditional IT Service Desks, it also enables opportunities to modernize the business User Experience.

The ability to demonstrate value is paramount, and modern IT service support must place more emphasis on proactive business user productivity enablement.

Jean Rivard, Gartner Research Director



SDI’s latest research , supported by direct engagement with the service des industry has revealed a clear shift from service and support organizations prioritizing control and stability to a model that prioritizes business value creation activities. SDI’s industry-wide benchmarking report reflects this trend with a 5% shift of time and resources formerly dedicated to reactive firefighting moving to undertaking proactive strategic projects

Oliver O’Donoghue Head of Research and Insight



32% of ITSM professionals said they were struggling with self-

service end-user adoption

42% of ITSM professionals indicate that low self-service

adoption causes them the most pain in daily service desk life

Younger audiences want to self-serve, and they don’t want to interact with a human directly unless they absolutely have to

47% of ITSM professionals see succeeding with self-service

and/or service catalogue as their top service desk priority in 2016


The future is a blend


Intelligent and Cognitive

Choice

Role relevant Services

A Consistent User Experience

24/7:365 Availability

To Support the User

Simple To Use

Multiple Device Support

Context

A Familiar User Interface

Be Better Service Intelligence


Consistent, Virtual Agent Powered Experience


GDC and local organization 38 languages

Step by step call allocation

Highly skilled Fujitsu Agents

Expert Incident & Problem Management

Unique Sense & Respond method

Telephone

Simple, familiar design, easy to use

Support for multiple business requirements

Consistent UI

Consistent UX

Available from multiple devices

Available 24/7:365

Portal

Integrated into Portal, same UI

Reset and unlock Active Directory Accounts remotely, off-LAN

Reset and unlock a multiplicity of Applications

PWR

Interactive, cognitive Virtual Agent, embedded into solution

Contextual understanding of requirement

Natural language Understanding and Response

Learns and Improves

Self-Help

One stop Fixit Button for

“This doesn’t work, click here to fix it”

Available from Mobile, tablet and PC based devices

Simple and quick resolution without explanation required

Self Heal

One place to go for all business support needs

Supports DILO of End Users, not just IT

Knows who I am

Considers my role

Considers my Skillset

Knows my environment

Knows my device(s)

Supports ME

Converged Support

Contact with an expert without dialing The Desk

Ability to multi-task whilst chatting

Agent can handle multiple contacts

Familiar methodology

Same UI as for all other channels

Instant Messaging

Inter-connected, Omni-Channel

Traditionally But now with this (and more) additional functionality


Traditionally But now with this (and more) additional functionality

GDC and local Organization 38 languages

Step by step call allocation

Highly skilled Fujitsu Agents

Expert Incident & Problem Management

Unique Sense & Respond method

Telephone

Simple, familiar design, easy to use

Support for multiple business requirements

Consistent UI

Consistent UX


Available 24/7:365

Portal

Integrated into Portal, same UI

Reset and unlock Active Directory Accounts remotely, off-LAN

Reset and unlock a multiplicity of Applications

PWR

Interactive, cognitive Virtual Agent, embedded into solution

Contextual understanding of requirement

Natural language Understanding and Response

Learns and Improves

Self-Help

One stop Fixit Button for

“This doesn’t work, click here to fix it”

Available from Mobile, tablet and PC based devices

Simple and quick resolution without explanation required

Self Heal

One place to go for all business support needs

Supports DILO of End Users, not just IT

Knows who I am

Considers my role

Considers my Skillset

Knows my environment

Knows my device(s)

Supports ME

Converged Support

Contact with an expert without dialing The Desk

Ability to multi-task whilst chatting

Agent can handle multiple contacts

Familiar methodology

Same UI as for all other channels

Instant Messaging

Provisioning and managing Social Forums which offer crowdsourced support

Managing and moderating customer forums

Insight as a service

Identifying trends

Social Support

Voice ID to authenticate user before multiple subsequent tasks

Reduce AHT

Enhance Security

Integrated into SCC service

Contextual

Available off LAN

Voice Biometrics

Window on the World

Dynamic view of service availability and performance

Ad Hoc Reporting

Dynamic CSAT and USAT visibility and manageability

Personalized view of information

Dynamic Dashboard

Analytics that automatically grows understanding of customer business

Add context to EUS and business delivery

Differentiate between critical and non business critical events

Proactively prevent issues from occurring or mitigate impact

Cognitive Analytics

100% automated request fulfilment

No need for Approver

User can only see what they can have

Consistent UX


Available 24/7:365

Automated Request Fulfilment

Push information relevant to User(s) and to their roles and environments

Individually configurable information, format and view

Outlook Calendar Integration

Smart Info

!

Robotics Process Automation

Self Learning Support

Service Improvement

Augmented Reality

AI and Robotics

Continuing to evolve

And even more functionality


Many of these people choose to work at times and from locations

that suit their personal circumstances

Today, people stay loyal to cool brands and advocate

their use

Many of today’s IT Workers don’t choose the telephone as their first choice of contact method

Key Points


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next generation service desk: simple, consistent, consumerized

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