![Page 1: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/1.jpg)
The modern Service Desk of 2012 needs to understand the end-user and Customers not processes and functions.
ITIL 2011 is so last year
Ivanka Menken, CEO The Art of Service
![Page 2: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/2.jpg)
Are you making choices based on the past or the future?
Think about this:
![Page 3: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/3.jpg)
Are you making choices based on the past or the future?
If you were to re-invent your ideal service desk, what changes would YOU make?(would you have a service desk at all???)
Think about this:
![Page 4: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/4.jpg)
More people have access to mobile phones than clean toilets (*)
The world today
(*) http://blogs.worldbank.org/africacan/more-cell-phones-than-toilets
Ovum predicted that Android will overtake iPhone in 2011 for the total number of app downloads – 8.1bn to 6bn – with the gap widening to 21.8bn and 11.6bn by 2016. (that is BILLION downloads!!)
![Page 5: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/5.jpg)
OBD (on board diagnostics) connector
This is an example only – the device send diagnostics from your car
![Page 6: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/6.jpg)
Business expectations
![Page 7: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/7.jpg)
Return on investment Business processes are key Improved productivity & innovation Stability & Control Shareholder Happiness
Business expectation
Colonies of the transformed Mycoplasma mycoides bacterium. Image Credit: J. Craig Venter Institute.
![Page 8: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/8.jpg)
Return on investment Business processes are key Improved productivity & innovation Stability & Control Shareholder Happiness
Business expectation
Are these bacteria? Or computer programs?
Is IT re
ally different f
rom the business?
![Page 9: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/9.jpg)
Intuitive
Photo: Deryck Hodge / http://flickr.com/photos/12016340@N08/2884858619
VS.
![Page 10: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/10.jpg)
Consumer expectation
![Page 11: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/11.jpg)
Siri
![Page 12: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/12.jpg)
Instant gratification
![Page 13: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/13.jpg)
Service Desk is slowing me down
Does your Service Desk make you feel like this??
![Page 14: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/14.jpg)
Service Desk is slowing me down
No time to wait – business must continue!
![Page 15: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/15.jpg)
Social
1. Do Google search
2. Check Linkedi
n
3. Ask my friends on facebook
4. Tweet
my questio
n (withou
t looking dumb)
Call Service desk and log a ticket
“your call is important to us, please hold…”
![Page 16: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/16.jpg)
Case study: 10 year old boy
![Page 17: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/17.jpg)
Concierge for convenience
If you’re in a hurry and want top-notch service…
![Page 18: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/18.jpg)
Discipline & Trust
You don’t get a second Chance to make a goodFirst impression!
![Page 19: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/19.jpg)
Where ITIL misses the boat
“If change is happening on the outside faster than on the inside, the end is in sight”.
Jack Welch
![Page 20: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/20.jpg)
Service Desk Philosophy
Self Service
If you need us – we have failed as a delivery and support organization
Concierge
We are part of the full service experience
Delivery expenses included as value add in the service fee
These are the only 2 choices that suit the current customer expectation
![Page 21: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/21.jpg)
“Back of the house”
Self Service
Focus on Processes, Function and technology to support the service delivery.
* house keeping * architecture * maintenance * supplier contracts
![Page 22: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/22.jpg)
“Front of House”
Full Service
To service the ‘time poor & affluent’ clients.
* concierge * butler * Service experience * VIP * Always available
![Page 23: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/23.jpg)
Current examples
Self Service Concierge
Amazon 99% 1%
Google 100%
Apple 50% 50%
Zappos 25% 75%
Rackspace 50% 50%
Lexus 100%
![Page 24: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/24.jpg)
Automate Outsource to external AI application Outsource to external BPO/call centre___________________________________________ Internal Helpdesk (using the other help
desk sources to find the solution for you)
Steps in Setting up the modern Helpdesk
![Page 25: The modern Service Desk in 2012 and why ITIL 2011 is soooo last year](https://reader036.vdocuments.us/reader036/viewer/2022062704/55575144d8b42aa8378b5246/html5/thumbnails/25.jpg)
Ivanka Menken CEO, The Art of Service Twitter: @ivankamenken Web: http://theartofservice.com Store: http://store.theartofservice.com Email: [email protected]
Thank You