#tft12: ian aitchison

secrets of successful self service

Ian Aitchison

Secrets of Successful Self

Service Ian Aitchison

ITSM Product Director

LANDesk Software

@IanAitchison

Exposing Other Secrets

1. A hook.... To keep you holding on the

end... At the end, I will expose the one

magic thing that the most successful self

service rollouts have done... THE

SECRET

2. Some interaction : to keep your

attention : You need PENCIL and PAPER

to KEEP SCORE of your own Self

Service skill-rating

Do you have Pen and

Paper? • YES : you can play

• NO : you can watch (or

count on your fingers)

Other secrets...

5

3. The Unexpected Start...

Start with something unexpected and challenging

The Surprising Start

WE’RE DOOMED

THE EARTH IS GOING TO CRASH

INTO THE SUN AND ALL LIFE WILL BE

MADE EXTINCT!

WE’RE ALL GOING TO DIE

ARGH!!!!!

The Surprising Start

LUCKILY THAT WONT BE FOR BILLIONS OF

YEARS

SO WE HAVE SOME TIME TO SPARE

LETS FILL SOME OF THAT TIME BY

TALKING ABOUT ITSM SELF-SERVICE

Some Scene Setting

What is Self Service?

› Publishing information from and access to your ITSM

Service Desk to your Customers

› Your Store-front, your shop window, your web-site

› Where your endusers come to interact with IT

Do you offer a Self

Service interface? • YES : +1

• NO : +0

Why Do It?

Frankly, we should all know this well

Preaching to the Converted

Save time and money

Improve service

Improve SLAs

Improve staff and customer satisfaction

AND...

Increasingly sophisticated

and self-reliant IT-Customer

User Is The Customer (Tech savvy, platform-agnostic,

user & device management)

The Next Generation

IT Customer

The Evolution of Expectation

TRAVEL, REQUEST, PREPARE, RECEIVE, PAY,

TRAVEL, CONSUME

TRAVEL, SELECT, PAY, TRAVEL,

CONSUME

TRAVEL, SELECT, PAY, TRAVEL,

CONSUME

- With LESS PEOPLE

SELECT, PAY,

WAIT, RECEIVE

High Street Store

Supermarket

SelfService at Supermarket

SelfService at Home

So, What We’ve Learnt

Some basic approaches and considerations

From successful (and some unsuccessful) self

service customer projects around the world

There is a pattern

Let’s look at what successful

UNDERSTAND IT’S BIG

You are not just rolling out

a new product or service

Not just clever technology

You are going PUBLIC

Failure is PUBLIC

Success is... just being

used. Being good enough

to be used is success.

Most successful Self Service projects succeed when taken SERIOUSLY

Think DIFFERENT

Think like the owner of a new business

› NOT align IT processes with the business,

Open a Shop

IT is your shop

› Products, Customers, and a Web Site

› Every customer matters

› Every contact matters

› Think Marketing and PR

Many Successful Self Service projects have IT staff with Retail experience

COUNTER INTUITIVE?

Popular Shops have More Customers

Increase in Requests

Increase in Incidents

More coming in

Expect Peak, drop, plateau, then rise

But phones-inbound SHOULD DROP

Most Successful Self Service Launches INCREASE IT Contact

Getting Started

Start simple › Just enough, but not too little

› Don’t boil the ocean

› Plan to grow

Initially Your own project is your greatest risk › Manage project scope

Customer story

Use customers as validation

Communicate

Plan little and often

Did you prototype and validate

your self service design against

your customers? • YES : +1

• NO : +0

What to Publish Information

Noticeboard From support activity, not manual update

Service Performance

Progress Status

In Context

Interaction

Get Help / Ask for Something

Not “New Incident”

Use Templates – No Categories

Search knowledge

Progress Existing

Do Major Incident / Notifications

/ Alerts appear automatically • YES : +1

• NO : -1

OTHER CONSIDERATIONS

They Don’t Work in IT

Incident, Request, Category, Priority, Impact, Urgency, Configuration Item,

Service Catalog.

These are all ITIL words

Your customers do not know ITIL

Don’t show complicated windows, don’t give choices

Self-Service does not mean doing the job of IT support analyst. Self-Service

means getting the help you need yourself. Note the difference.

Can your customers create new

incidents or requests? • YES : +1

• NO : 0


Attention to Detail

SPELLING MATTARS

GRAMMER MATTERS

PUNCTUATION MATTER’S

But.... Communication matters most

1. Get it Out

2. Get it Right

If in doubt, Get it Out


Knowledge

Create knowledge automatically, internally first

Publish to selfservice once approved

Track usage

GET IT OUT THERE

Part of the Process!

Knowledge is not a project › It is a way of life

› It never is finished

Good knowledge needs Self Service

Is there some process behind

knowledge creation and

publication? • YES : +1

• NO : -1


Go mobile

Self Service without Mobile access is immediately behind the curve. Any of the above is good › Access standard from mobile

› Delivered as web-app in mobile format

› Delivered to local app

But not platform locked › Expect more platforms, not less

Can your customers access self-

service on multiple mobile

devices • YES : +1

• NO : -1


Service Catalogue

Yes it IS a “Request Catalog” when published

› But, well, what would your mother call it?

In ITSM it’s the definition of our Services

In self service it’s a defined list of ‘things’, to

request, creating ITSM request processes

If you have selfservice, it’s easy

› Although Service Catalogue is a big subject

It’s good because you start to define

› ‘What IT Does’

Do you offer Self Service

Requests as well as Incidents? • YES : +1

• NO : 0


Collaboration

Comments on knowledge : Easy step

› Comment

Forum/discuss/group - good for many

› Only succeed if used

› Dates are Key

Chat – to support .... Are you capable?

Integration to external social...

› Ask your UAT group – any value? From 0% to 100%


Availability

At any time

From any place

Using any device

If not now, then WHEN?

Can your Customers access

Self Service from their bed? • YES : +1

• NO : 0


Communication

We love to hate it, but...

Email is a written record

Their reference back, their filing

Essential communcation

Always link to self-service

Actions through self-service Do your emails ALL link to Self

Service ? • YES : +1

• NO : 0


Human Face

Use a Human Voice

› Stories

› Advice

› Knowledge

YouTube Videos

BLOG – why not?

WebCam

Cartoon/jokes (careful now...)

Now you’re live...

Measurement

Set and Measure Usage goals over time

Outcome over Activity

Satisfaction survey and sensing

› NPS question

Would you recommend using this self-service portal to other employees

?

NOT reduction in incidents

% via selfservice

Do you know how many

contacts with support come

through Self Service • YES : +1

• NO : -1

Agile approach to Service

Management Evolution

Little and Often – backlog

of incremental

improvements, sprint-cycle

Publish What’s New,

What’s Next

Steering group /

responsibility / Ownership

It Never Stops

Advanced Ideas

The Next Steps... Advanced...

AUTOMATION

Service Catalog that delivers

AUTOMATICALLY

SelfService Password Reset

Event Management that

communicates, by Service, to the

Business AUTOMATICALLY from

alerts.

3

0

Secrets to Self Service

1. Take it seriously. Invest time and effort

2. Manage scope, start simple

3. Populate content automatically from activity

4. Support multiple platforms inc mobile

5. Be accessible 24/7 anywhere

6. Add a human face and human voice

7. Measure usage, measure growth

8. Evolve : little and often

9. Plan to Innovate – Plan to Automate

10. ...and... The biggest secret...

OPEN THE BOX!!

TURN

OFF

EMAIL Have you turned OFF email

logging from end-users? • YES : +1

• NO : 0

Total Up Your Score.

If you scored : ZERO or LESS THAN ZERO

› Baby Bird, the future looks exciting

If you scored : 1 – 5

› Started, fun times evolving

If you scored : 5 – 8

› Cooking on Gas! Mastering your SelfService World

If you scored : Over 8

› We’re Not Worthy!! God-like SelfService Leaders!

If you scored : Over 15

› Recheck you work, show your workings.

Final Scores

QUESTIONS?

THANK YOU

Ian Aitchison

ITSM Product Director

LANDesk Software

@LANDesk

www.landesk.com

@IanAitchison

[email protected]

WITH THANKS TO OUR SPONSOR

bmc Software

#TFT returns may 2013

#tft12: ian aitchison

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