copenhagen keynote service desk future presentation barclay rae
TRANSCRIPT
The future of the
Service Desk
Service Desk 2014Copenhagen
Agenda Service Desk résumé The real issues Service Catalogue The Elephant in the Service Desk Service Desk Technology Practical Tips Service Desk Futures Questions
Service Desk résumé
Service Desk 2014Copenhagen
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Service Desk evolution 80s call centre growth IT Helpdesks set up to reduce licence costs Initially ‘poor relation’ in IT ‘un-helpful’ desk’ Given little support by IT colleagues Growth of ITIL/ITSM and Service Management industry Improved recognition, salaries, status
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Service Desk quotes ‘Service Desk of the Future’ ‘Quiet, proactive places’ – IBM 1990 ‘We’re still facing the same issues’ ‘Changes are made but not embedded’ ‘We’ve moved forward but the world moved around us’ ‘Still have issues with respect and acknowledgement’ ‘CIOs still think that ITSM/ITIL is just about Service Desk’
Service Desk Challenges Consumerisation BYOD Cloud and new IT models IT image and relevance ITIL process legacy Less need for ‘break fix’ Still seen as the poor relation in IT Too many poor outsourced Service Desks
Service Desk issues
Service Desk 2014Copenhagen
A Service Desk valued…
Is the shop front / flagship for your organisation
Is an engine for service quality and improvement
Manages customer experience, expectations and service improvement
Shows that customer experience is understood and valued
Service Desks…Failing
Not ‘joined up’ to the organisation they work for
Focussed on incident processing rather than customer experience
Over-focussed on SLAs and KPIs – or the wrong ones
Not embracing new technologies and ways of working
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Invest in the Service Desk
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Invest in the Service Desk
If you don’t ‘invest’ in SD…
In people, skills, resources, empowerment. management time, quality control, training, tools, communications, marketing – then you are:
Missing a huge opportunity to manage your customers expectations and the view of your service
Missing huge opportunities to optimise the quality and efficiency of your overall IT services, and
Basically demonstrating that you don’t understand how to manage a customer service, or simply don’t care about it
Customer Experience *
* SITS, SDI Cherwell White Paper 2014
Customer Experience
Customer Experience
Customer Experience
Risks of no CX Strategy Customer dissatisfaction if the experience is poor the reputation and
perception of IT will suffer Customers go elsewhere it is becoming simpler and easier for customers
to by-pass IT Missing real business needs by not supporting key business requirements
and priorities IT can inhibit innovation and differentiation Missing opportunities to develop a lack of focus on the end-to-end
experience removes perspective and opportunities to grow Unable to deliver value when IT struggles unable to articulate and
demonstrate actual value to the business Cost risk wasting resources and money through ineffective and bad
investment
Service Desk Triangle
Service Desk
IT Department
Customers
ITSM Geometry
Service Desk
IT Department
Customers Problem
Reporting/Metrics
Knowledge
User View
IT/TechView
Business View
Change
Incident
Problem
Service Desk
ITSM engine
Service Catalogue
CSI
Service Catalog
Service Desk 2014Copenhagen
Catalog – menu?
Key points
•Service Catalog (SC) is not one single document or tool•SC has a number of stakeholders and outputs, so can be manifest
in many forms•The value is achieved from engaging with IT customers and IT
departments – to work towards demonstrably common goals•Customers should be engaged to discuss service improvement, not
SLAs or Service Catalogs•This (SLM) is a process and approach rather than a single
document or tool - which is what tends to be focussed on. 'Service Catalog'.
Service Structure
Metric ‘Bundles’
Metric What Threshold Weighting
Telephony ABR/AHT/ATR ABR<5%AHT<5 minATR<2 min
20%
Incident logging SLA Key apps – HR + Payroll apps+ Email
99.8% Service Hours
20%
Incident resolution SLA Weekly review Target 90% 20%
Agent efficiency Weekly review Target 90% 10%
Customer satisfaction Month end billing 100% availability
20%
Efficiency/scheduling Internal metrics % targets 10%
SERVICE DESK
98%
Metric What Threshold Weighting
SLA Incident/fix <5 per week 20%
Availability Key apps – ERP + Email 99.6% Service Hours
15%
Customer Satisfaction Weekly review Target 85% 25%
NPS/KCI Weekly review Target 75% 10%
Key Metric – Moment of truth
Key time availability 100% availability
30%
CUSTOMER - SERVICE A
100%
Metric ‘Bundles’
Elephants
Service Desk 2014Copenhagen
??
So What’s holding you back?
Why isn’t Service Desk more valued?
The Elephant in the Service Desk
The real and obvious issue that nobody talks about…
Sorry to say, but…
Too often the Service Desk is:
Ignored, forgotten, excluded By-passed Undervalued Patronised Brought in too late Not seen as a real part of IT – all by IT!
ITSM Elephants
Service Desk Manager ElephantManaging the triangle…
Key Role Management, delegation Communications, marketing, sales Negotiation, facilitation, diplomacy Operational control and People skills
Service Desk
IT Department
Customers
The ITIL Elephant
The ITIL Elephant Silver bullet expectations:
‘Training will change the organisation’ ‘Processes and documentation will sort it’
Governance and enforcement of working practises? Acceptance across teams? Practical guidance? Process silos?
The Software Elephant Expectations Being realistic about planning Clarity on objectives The tool gives us ‘ITIL’, right? Rip and replace …? Start with Services..!
The Culture Elephant Acceptance of working practises Governance? management! Teamwork Not just the Service Desk Respect
Living with the Elephants The right manager The right team Customer Experience Code of conduct Teamwork Management and Leadership Open and positive culture
Service Desk Technology
Service Desk 2014Copenhagen
The market
Vibrant and (still) growing Many new features and areas of work Embracing new technologies and new commercial
models Wakened up… Lots of commercial activity – replacements New business areas – Outside IT.. ... Non-IT driving innovation
Improving the customer experience: Automation of IT and business processes Self service + Self help Chat + Social + Mobile ‘Shift left’ / greater first time fix Incident avoidance Higher service availability Faster response and fix Easy to do business with Accessible, approachable
Expectations…
Customer profiling Last good/bad experience IT literacy/maturity Online request and provisioningReporting and visibility - internal Knowledge and crowdsourcing Team response and fix rates Problem visibility Breach alerts, bounce alerts System and service availability SLA/OLA performance, trends
Innovations…
Reporting and visibility - external Business performance Service bundle reporting (SLA/Availability, /CSAT/NPS/MOT) Consumption, Supply Demand Simple RAG DashboardsTechnical Discovery tools ‘Codeless’ interfaces Real time workflow/process admin Integrations
Innovations…
Practical tips
Service Desk 2014Copenhagen
Tips
Build a SD code of conduct Get in control of statistics Make SD an aspirational team Spread the ‘Customer Experience’ message Be clear on basic rules and goals - give people
flexibility to excel Show the Service Desk the bigger picture
Tips
Get the department on-side get or take authority Get the CIO to spend time on the Service Desk Avoid all temptation to factionalise/blame Communicate and promote success Make tools + processes work for you Be positive and constructive
Service Desk Futures
Service Desk 2014Copenhagen
Service Desk Futures
Supporting people not just technology
Human to Human
H2H - not B2B or B2C
Service Desk Futures
Arranging Fixing Innovating Co-ordinating Supporting Managing Chasing
Curating Transitioning Reporting Meeting Improving Personalising Leading – by
example
Service Desk Futures
Managing the Customer Experience…
SummaryLeadership
Influence, example, communications, facts, relationships
Customer Experience Business Outcomes
Outcomes over outputPrinciples over process
Thank you for listening!
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