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Welcome!
HDICapitalAreaLocalChapter
September 16, 2016
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UpdatesfromHDICorporateandHDICapitalAreaLocalChapter
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Thank You HDI Capital Area 2016 Sponsors!!
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Today’s Agenda
Agenda12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program – The Service Desk, the 4th Industrial Revolution and You!
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends
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Next Local Chapter Meeting
Annual Teambuilding Event and Vendor FairOctober 21, 2016
Bethesda North Marriott Hotel and Conference Center
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New Capital Area Website
Coming Soon!
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HDI Membership:Now More Connected Than Ever
Connect and collaborate with professionals who share your
goals and challenges and gain exclusive access to the best
industry resources—hand-picked by experts and practitioners.
• News and articles
• Industry research
• Podcasts and webinars
• Discussions
• And much more
Only at the new HDIConnect!
Connect.ThinkHDI.com
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What’s Hot at HDI
Get Your Seat at the Next HDI Forum RoundtablesJoin us to learn about HDI Forum membership as you collaborate with your peers to
share thoughts, discuss challenges, learn the latest best practices, and more. They’re
FREE to attend:
– October 31, 1:00 p.m. – 3:30 p.m. EST, Live at FUSION16
– December 6, 12:00 p.m. – 1:30 p.m. EST, Virtual Event
– Register today at ThinkHDI.com/Roundtables
FUSION 16: Save $200 with HDI Membership November 1-4, 2016 | MGM Grand | Las Vegas
Register for the most important ITSM event of the year. HDI and itSMF USA members
save $200! Learn more at ServiceManagementFUSION.com
NEW! HDI Team Certified Award: Pinnacle of ExcellenceGet 100% of your team HDI certified and cement your status among the support center
elite with the new HDI Team Certified Pinnacle of Excellence Award. Apply today at
ThinkHDI.com/HDITC only a few months left to apply for the 2016 award!
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A Look Ahead
HDI Awards Campaign• Award postcard featuring industry awards and deadline (hitting desks Aug. 29th)
• New landing page for industry awards and nominations (in production)
• Social media and web ad promotion (currently running)
Member Acquisition Mailer• Hitting desks September 19th
HDI Forums Campaign• New landing page featuring October Leadership Summit: forums.thinkhdi.com
• Social media and web ad promotion (currently running)
Practices and Salary Report Survey • Now open and being advertised: Complete the survey
New HDI Catalog • Currently in distribution (view online copy)
FUSION Hotel Deadline Postcard: • Hitting desks September 5th
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You Spoke, We Listened: Introducing Your HDI
New Membership Model Features Improved Benefits, Lower Price
Based on feedback from those in the tech support industry, HDI has overhauled and simplified its membership model! No more unnecessary member levels, no more confusing pricing structure, and no more unclear benefits.
We now have one membership level available for the new low price of $295 with a streamlined and improved set of benefits.
Check it out at ThinkHDI.com/Membership.
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HDI Industry AwardsSubmissions and Nominations due October 31st
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Analyst & Desktop Support
Technician of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams.
• I encourage members to nominate your outstanding Analysts and Technicians by emailing the following information to Sandy Seroskie, by Monday, October 24, 2016 at [email protected]:
• Help Desk Analyst or Desktop Support Technician's Name
• Company
• A paragraph describing the individuals achievements (why you are nominating them)
• Manager's name and contact information
• The criteria and nomination form is sent to the Manager to complete.
• We encourage you to send the information above early, so you have more time to complete the application.
• The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology.
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SAVE UP to $400HDI and itSMF USA Members – Save $200
**Special for HDI Local Chapters** For every 5 “NEW” attendees registered
the Chapter receives one free registration
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The Service Desk, the 4th Industrial Revolution and You!
Randy Reeves
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RandyReeves
Principal SolutionEngineer,BMCFederal
TheServiceDesk,the4th
IndustrialRevolutionandYou
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Whatisthe4thIndustrialRevolution
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DriversofChange
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DriversaffectingtheServiceDesk
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Everysinglevendorisgoingtobedisrupted
Whatdotheyallhaveincommon?
TheyproduceanITILv3compliantsystemforsupportingaServiceDesk.
Whiletheproductshaveself-serviceinterfaces,thereisstillanassumptionthatahumanbeingisgoingtodriveinteraction.
In10yearsthisassumptionwillnolongerbeoperationallytrue.
Andthisisgoingtochangethecharacterofservicesupportwork.
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Estimatesofwhentheimpactmayoccur
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BUTWE’RETHEFEDSANDNONEOFTHIS
APPLIESTOUSSelf-Service
Automation
FacialRecognition
Biometrics
DataAnalytics
UNITEDSTATES– SINGAPORE– EU
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In2014,FacebookacquiredWhatsAppfor$19billion.Thatastronomicalnumberset
offwavesofspeculationastowhatvalueFacebookcouldpossiblyseeinacompany
withjust55employeesandroughly$20millioninrevenue.
– MattSwanson,SiliconValleySoftwareGroup
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SocialTrendsandCostSavingsPotentialasDrivers
MaryMeeker2016InternetTrendsReport
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…recordamountofM&Ainartificialintelligence,withthegiantsAlphabet,Amazon,
Apple,FacebookandMicrosoftleadingtransactions….Alphabet’sGoogleisleading
theacquisitionrace,havingmadearound10acquisitionsofAIormachinelearning
startupsinthepastfiveyears,followedbyApple,whichhasboughtthree.
– Aug24,2016,VinodIyengar,TechCrunch
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Machineintelligencewillbeappliedinwayswecannotimagineyet.Oneexampleis
talking.Today,ifyouhaveaproblemwithacarcompany,youmightendup
conversingwithabotoverthephone.Thoseareconversationsthatwethought
weren’tautomatablethatarenow.Weusedtoemployalotofpeopletotalkto
peopleandpeoplehavethoseconversationswithbots.
– RyanAvent,authorofTheWealthofHumans
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Confluenceoffactorsmakingthispossible
Collaborative SystemsMachine Learning
Automated Speech Recognition
DeepLearning
Reinforced Learning Big Data
Natural Language Processing
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Itreallyisstartingtohappen…
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IfTier1supportislargelyautomated,then
whatarewegoingtobedoing?
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Agoodruleofthumbwithmoderndaymachinelearningapproaches
isthattheytypicallycanprovideaccurateresponsesthatgradually
taperoffat85%asmoredataisprovided.
– MattSwanson,SiliconValleySoftwareGroup
Intheperceivablefuture,most
jobswillnotbereplacedbyAI
technologies,butwillbe
augmentedorchanged.The
healthcareadvancesarenot
goingtoreplacedoctors,but
theymaychangetheskillsthat
thedoctorsneedorhow
doctorsspendtheirtime.
– PeterStone,Computer
Science,UniversityofTexas
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ITisevolving….ServiceSupportandtheServiceDeskmustalso
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Whatdoesmyskillsetlooklike?
FocusonBrokering,OrchestratingandProactiveaspectsofServiceSupport
Manager:
• BusinessRelationshipManager
• ServiceLevelManager
• VendorManager
• ProactiveProblemManager
• ProjectManager
• ProposalManager
• KnowledgeManager
• Governance
Worker:
• Knowledgecontributor
• Curator
• Scripter
• BigDataAnalyst
• ProblemAnalyst
• Expeditor
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Crowdsourcing,TheSharingEconomy,Blockchainand
Tier3support
WhydoesanexpensiveTier3subjectmatterexperthavetobeyouremployee?
Whatiftherewasamarketplaceofsupportwhereindividualsandorganizationscouldleverageeachother’sknowledge?
Issuesraisedandsolutionsofferedforafee.
Isthereameanstosecuresuchatransaction,thecontractbetweenparties,andverifythecredentialsoftheparticipants?
Turnsoutthereis.Ifyou’veheardofBitcoin,youalreadyknowaboutit.BlockChain.
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Crowdsourcingallowsforsimpletaskstobedivviedouttoadistributedworkforce.
These“microtasks”canbeperformedbyanyone,whetherthatbeanexpert
customersupportrepwithinthecompanyorananonymousworkerinthecloud.
– MattSwanson,SiliconValleySoftwareGroup
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Stillthinkthisisfar-fetched?
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Overthenextfifteenyears,theStudyPanelexpectsanincreasingfocuson
developingsystemsthatarehuman-aware,meaningthattheyspecificallymodel,
andarespecificallydesignedfor,thecharacteristicsofthepeoplewithwhomthey
aremeanttointeract.
– OneHundredYearStudyofArtificialIntelligence,Reportofthe2015StudyPanel
WhenNLPtechnologyadvancestothepointwheretheneedforhumanoversightis
minimal,we’llseepersonalassistantsthatusetheInternetasadatarepositoryfrom
whichtheycanretrievepiecesofknowledgethatmorecerebralhumanscanput
togetherforhighervaluedecisionmaking.
– MattSwanson,SiliconValleySoftwareGroup
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ProactiveServiceSupport:PredictiveandIntelligent
CanIusetheubiquityofdatathatcanbegatheredaboutanemployeetoofferproactive
support?CanIputtoolsinfrontofthemtoaidthemintheircurrentjobpredictivelyand
intelligently?
Wouldtheresultbethis?Orthis?
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