architecting itsm for it self-service success
TRANSCRIPT
IT Services Essentials:
Fresh Thinking on IT Self-ServiceArchitecting ITSM for IT Self-Service Success
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Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
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Today’s Agenda
• About Evergreen• Fresh Thinking on IT Self Service• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
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Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
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Two Useful Guides
13 page dictionary of Services definitions – ITIL & beyond
Taxonomy definitions, best practices and framework guidance
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Self Service?
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Useful Grounding
Self Service. The serving of oneself (as in a restaurant or gas station) with goods or services to be paid for at a cashier’s desk or by using a coin operated mechanism or credit / debit card.
Webster’s def…
Self Service is over the phone, web, and email to facilitate customer service interactions using automation. Self-service software and self-service apps (for example online banking apps, web portals with shops, self-service check-in at the airport) become increasingly common.
Wikipedia def…
ITIL def…Customer. Someone who buys goods or services.
Why Does IT Want Self Service?
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???Reduce Cost Reduce Work
Automate Repetitive / Mundane Work
Reallocate Staff to Higher Value Work???
Why Should IT Want Self Service?
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???
Become a Service Broker
Lead Innovation
Fuel Creativity
Connect Customers With Capability
How Do Your Customers Feel About It?
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• They want it• 75% prefer online support (if it were reliable)• 91% would use a single, online Knowledge Base
• They’re not too happy with most• 37% currently even try
• There are great ones out there
Why Has It Gone Poorly?
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Your goals – not theirs
Complex, poor experience
Reactive - tactical
No consistency
TOO MUCH WORK FOR IT TO DO IT RIGHT
Where Do We Start?
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High VolumeHighly Repetitive
Simple, Consistent2-3 Solutions meet the
80/20
What Are We Looking For?
Where Do We Find It?
10-20% How to?20-30% Status checks30-40% Requests15-25% Something is broken
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Give the Customer What They Want to Get What We Need
Customer Experience
Execution Effectivenes
s
Governance & Accountability
Balanced Design Principle
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Build for the Providers Too or It Will Not Work
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Do Some Detective Work
Mine the data you have1) top 10 incidents2) top 10 requests3) top 10 “How do I” requests
Do some detective work1) interview your level 1 team2) interview some customers
Captive needs drive stickiness!
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Attract the Customer – Simple & Intuitive
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Better Request for Support Than Today
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Self Service Status Is Powerful
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Status Detail Can Be Simple & Effective
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High Value Knowledge
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Self Service Request Automations
SimpleEffectiveHigh ValueHigh Volume
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Create a 10% Better Portal
One Good Place to Interact with IT• Simple & intuitive• Easier to request support than today• Self service place to check status• Search for answers in high value
knowledge• Build a few simple, high value self-
service interactions
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
Demo our Self Service Catalog & Portal yourself!
One-Day, Private Service
Catalog Workshop $3,950
Possible Next Steps?
http://www.evergreensys.com
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Get a copy of our Services Definitions Dictionary or our Service taxonomy Users Guide – email [email protected]
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• Questions?• Thank you for your time.
www.evergreensys.com
Additional webinars and white papers available at:http://
www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
Wrap-Up