hdi capital are meeting slides september 16 2016

Welcome!

HDICapitalAreaLocalChapter

September 16, 2016

UpdatesfromHDICorporateandHDICapitalAreaLocalChapter

Thank You HDI Capital Area 2016 Sponsors!!

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

Next Local Chapter Meeting

Annual Teambuilding Event and Vendor FairOctober 21, 2016

Bethesda North Marriott Hotel and Conference Center

New Capital Area Website

Coming Soon!

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– Register today at ThinkHDI.com/Roundtables

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elite with the new HDI Team Certified Pinnacle of Excellence Award. Apply today at

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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

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FUSION Hotel Deadline Postcard: • Hitting desks September 5th

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.

HDI Industry AwardsSubmissions and Nominations due October 31st

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.

SAVE UP to $400HDI and itSMF USA Members – Save $200

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The Service Desk, the 4th Industrial Revolution and You!

Randy Reeves

RandyReeves

Principal SolutionEngineer,BMCFederal

TheServiceDesk,the4th

IndustrialRevolutionandYou

Whatisthe4thIndustrialRevolution

DriversofChange

DriversaffectingtheServiceDesk

Everysinglevendorisgoingtobedisrupted

Whatdotheyallhaveincommon?

TheyproduceanITILv3compliantsystemforsupportingaServiceDesk.

Whiletheproductshaveself-serviceinterfaces,thereisstillanassumptionthatahumanbeingisgoingtodriveinteraction.

In10yearsthisassumptionwillnolongerbeoperationallytrue.

Andthisisgoingtochangethecharacterofservicesupportwork.

Estimatesofwhentheimpactmayoccur

BUTWE’RETHEFEDSANDNONEOFTHIS

APPLIESTOUSSelf-Service

Automation

FacialRecognition

Biometrics

DataAnalytics

UNITEDSTATES– SINGAPORE– EU

In2014,FacebookacquiredWhatsAppfor$19billion.Thatastronomicalnumberset

offwavesofspeculationastowhatvalueFacebookcouldpossiblyseeinacompany

withjust55employeesandroughly$20millioninrevenue.

– MattSwanson,SiliconValleySoftwareGroup

SocialTrendsandCostSavingsPotentialasDrivers

MaryMeeker2016InternetTrendsReport

…recordamountofM&Ainartificialintelligence,withthegiantsAlphabet,Amazon,

Apple,FacebookandMicrosoftleadingtransactions….Alphabet’sGoogleisleading

theacquisitionrace,havingmadearound10acquisitionsofAIormachinelearning

startupsinthepastfiveyears,followedbyApple,whichhasboughtthree.

– Aug24,2016,VinodIyengar,TechCrunch

Machineintelligencewillbeappliedinwayswecannotimagineyet.Oneexampleis

talking.Today,ifyouhaveaproblemwithacarcompany,youmightendup

conversingwithabotoverthephone.Thoseareconversationsthatwethought

weren’tautomatablethatarenow.Weusedtoemployalotofpeopletotalkto

peopleandpeoplehavethoseconversationswithbots.

– RyanAvent,authorofTheWealthofHumans

Confluenceoffactorsmakingthispossible

Collaborative SystemsMachine Learning

Automated Speech Recognition

DeepLearning

Reinforced Learning Big Data

Natural Language Processing

Itreallyisstartingtohappen…

IfTier1supportislargelyautomated,then

whatarewegoingtobedoing?

Agoodruleofthumbwithmoderndaymachinelearningapproaches

isthattheytypicallycanprovideaccurateresponsesthatgradually

taperoffat85%asmoredataisprovided.


Intheperceivablefuture,most

jobswillnotbereplacedbyAI

technologies,butwillbe

augmentedorchanged.The

healthcareadvancesarenot

goingtoreplacedoctors,but

theymaychangetheskillsthat

thedoctorsneedorhow

doctorsspendtheirtime.

– PeterStone,Computer

Science,UniversityofTexas

ITisevolving….ServiceSupportandtheServiceDeskmustalso

Whatdoesmyskillsetlooklike?

FocusonBrokering,OrchestratingandProactiveaspectsofServiceSupport

Manager:

• BusinessRelationshipManager

• ServiceLevelManager

• VendorManager

• ProactiveProblemManager

• ProjectManager

• ProposalManager

• KnowledgeManager

• Governance

Worker:

• Knowledgecontributor

• Curator

• Scripter

• BigDataAnalyst

• ProblemAnalyst

• Expeditor

Crowdsourcing,TheSharingEconomy,Blockchainand

Tier3support

WhydoesanexpensiveTier3subjectmatterexperthavetobeyouremployee?

Whatiftherewasamarketplaceofsupportwhereindividualsandorganizationscouldleverageeachother’sknowledge?

Issuesraisedandsolutionsofferedforafee.

Isthereameanstosecuresuchatransaction,thecontractbetweenparties,andverifythecredentialsoftheparticipants?

Turnsoutthereis.Ifyou’veheardofBitcoin,youalreadyknowaboutit.BlockChain.

Crowdsourcingallowsforsimpletaskstobedivviedouttoadistributedworkforce.

These“microtasks”canbeperformedbyanyone,whetherthatbeanexpert

customersupportrepwithinthecompanyorananonymousworkerinthecloud.


Stillthinkthisisfar-fetched?

Overthenextfifteenyears,theStudyPanelexpectsanincreasingfocuson

developingsystemsthatarehuman-aware,meaningthattheyspecificallymodel,

andarespecificallydesignedfor,thecharacteristicsofthepeoplewithwhomthey

aremeanttointeract.

– OneHundredYearStudyofArtificialIntelligence,Reportofthe2015StudyPanel

WhenNLPtechnologyadvancestothepointwheretheneedforhumanoversightis

minimal,we’llseepersonalassistantsthatusetheInternetasadatarepositoryfrom

whichtheycanretrievepiecesofknowledgethatmorecerebralhumanscanput

togetherforhighervaluedecisionmaking.


ProactiveServiceSupport:PredictiveandIntelligent

CanIusetheubiquityofdatathatcanbegatheredaboutanemployeetoofferproactive

support?CanIputtoolsinfrontofthemtoaidthemintheircurrentjobpredictivelyand

intelligently?

Wouldtheresultbethis?Orthis?