knowledge 2018 - tech support
TRANSCRIPT
Knowledge 2018(The Next Three Years)
Brandon Caudle
For Techies. And CIOs. And Employees Who Generate Revenue
Manic Mondays
Scientists have identifiedthe “I forgot my password”brain cell
Fridays
It’s 2015, not 1985
Realistic Goals?• Nothing Breaks• Rapid Recovery • Resources
Dedicated to Developing New Products and Sales
= Higher Productivity= Increased Revenue= Organizational Growth
Automation• 100% Self Service
Ordering• 100% Auto-returns• Work is back end • Dev and Labor
(working towards auto /robotic)
WIIFM?• Relative to Tech Support World– Hardware– Access and Requests– Software– RFI / How To
Hardware Reduction• Issues, Break / Fix
– Declining – Backend Work
• Lifecycle– Up to Date Tech
removes ‘Want’ Reason
– Virtual Removes Configuration Time
– Onus on End User Revenue Generator
Image - Thank you, Facebook
Access / Request• 99.9% Automation• Security MUST
understand Business– CISO report to CFO– Customer Guidance
Program • Hire Better Designers– Must Speak Human
Software Challenges• Better Design• Perfect Releases• Develop Self Heal• Dev Owns Support– Route Straight to
Dev– Dev VP Report to
Customer / CFO– Cost of Each Error
Crowd Source Support
What About the Service Desk?• Liason Between
Business and Tech– MUST Understand
Business• Design, Maintain
Self Service Platform, Processes
• Train Customers
Requirement• C-level understanding• 2-3 year Commitment• Dedicated Resources• Strategic Plan • Funding
www.brandoncaudle.com