service desk 2.0, the new generation support model
DESCRIPTION
SD 2.0 is a new model for IT supportTRANSCRIPT
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Service Desk 2.0itSMF Estonia 11.12.13
Aale Roos, Pohjoisviitta Oy, @aalemReview by James Finister, TCS,
@jimbofinCopyright © Pohjoisviitta Oy 2013
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Aale Roos• MSc Statistics• ITIL Service Manager & Expert• ISO 20000 Consultant• EXIN Professional• Speaker at–Pink11– itSMF: Finland11, Russia12, UK12,
Estonia12, Finland13, Australia13, Belarus13, Estonia13, Sweden13 –TFT12, ITSM Nordic Podcast Top Of the World
• ITSM person of the year 2012 by itSMF Finland
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What changes affect SD?
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Three things
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People
Not afraid of technology
Want to solve problems themself
Have more choice
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Business
Easy to switch
World is small, one click away
Services, not products
Free service requires support
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Tools
Consumers have rights
Easy to use, less support
Consumer tools
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• The Service/Help Desk was introduced in the 1980´s to support growing IT use and PC’s
Technology is changing
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Before
• Cars were unreliable but easy to fix• Service station + car mechanic solved incidents
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Before
• PC:s were unreliable but easy to fix • Help desk and desk side support solved incidents
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SO?
Support becomes a new business
From fixing broken parts….
….to offering new capabilities
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• People search first• No simple cases• Expect expert service
This is already happening
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Service Desk 2.0
• ITIL Service Desk was already obsolete in 2000• Service Desk 2.0 is an attempt to look beyond ITIL.
http://pohjoisviitta.wordpress.com/service-desk-2-0-the-new-support-function/
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HOW?
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New goal
New practices
Social media
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Goal & mission
The goal of support is
to provide value
by helping customers to use technology
to do their jobs better.
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New goals
ACTIVITY• Number of incidents
solved• Availability• 1st level solution rate
VALUE• New business• Cost savings• Lack of problems &
interruptions
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fault observed repairservice
restored
customer problem taken care
satisfiedcustomer
fault management = incident mgmt ?
customer service = ?
We need better processes
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Improve processes – unlearn ITIL
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Standard & Case
• A process can manage standard events• Cases are complicated and different• Adaptive case management– Information centric– Rules– Multiple sources– Takes more time
Analysis
Process
Rules
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Many sources of support
Business support
Self service
SD
official
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Many sources of support
Business support
Self service
Infra support
Specialist teams
Social Media
Ext. Infra
support
SD
Colleagues
un-official
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Community & Support
Colleagues
Business support
Self service
Infra support
Specialist teams
Social Media
Ext. Infra
support
SD
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Make social media work for you
• Self service and peer support => default• Tools will have to facilitate this
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Oscar Berg @oscarberg
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• In the 1950s, executives feared the bathroom: employees will waste productive time.
• In the 1970s, executives feared the telephone:• In the 1980s, executives feared email:• In the 1990s, executives feared Internet access:• In the 2000s, executives fear social media:• In the 2010s, executives fear BYOD
Toby Ward & Chris Dancy
#KnowNow
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“Institutions will try to preserve the problem to which they are the solution.” – C. Shirky
#KnowNow
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Many channels
private message
• email• form• chat
open message
• internal• open forum• Facebook• Twitter• LinkedIn
direct contact
• phone• visit• other meeting
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Many activities
Classify & prioritize contactsHandle standard tickets
Solve cases
Social Media managementDiscussionsModeration
Self Service managementFAQ
Knowledgebase
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Cases
• Cisco Finland–BYOD – support forum–-25 % costs –+100% customer satisfaction
• Automattic - WordPress–20 M customers–50 K contacts/month–10 Happiness Engineers
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Is this easy?
No, butmore support,
more knowledge,solutions visible and reusable
= better service @lower cost