next generation service desk

0 Copyright 2015 FUJITSU

Human Centric Innovation

in Action

Fujitsu Forum 2015

18th – 19th November


Next Generation Service Desk


Speakers

Daisuke Honda Head of Service Desks, Global Delivery

Head of Sales Engagement, Global Delivery Centers Luís Matias


Consumers stay loyal to and evangelize about brands that deliver

the services/products they want

Very few of IT Workers go to Page 2 when doing web searches for

information

If a consumer cannot get an app to work within 5 minutes, he/she will uninstall it and download another

Change is Already Here

Today’s workplace is “Anywhere” and the working hours are “Anytime”

Today’s user ‘s expectations for IT and how they use IT has changed


The End User Profile

Silent Generation 2%

Baby Boomers 29%

Generation X 34%

Generation Y 35%

Shift in Communication Channels

■ 60% to 90% of Silent Generation and Baby Boomers use a Telephone as their preferred method of communication.

■ Over 50% of Generation X and Y prefer Electronic Messaging, Web Chat or Social Media.

% Silent

Generation Baby

Boomers Generation

X Generation

Y

Telephone 90.4 63.5 28.5 12.3

Electronic Messaging 6.2 24.4 28.3 20.9

Internet & Web chat 1.8 7.4 20.6 23.9

Smartphone App 0.6 2.6 11.0 19.1

Social Media 1.0 2.1 11.6 23.9

N/A 33.1 33.4 33.8 38.0

Silent Generation: born before 1944 Baby Boomers: born between 1945-1960 Generation X: born between 1961-1989 Generation Y: born after 1990


Implications to the Service Desk

The IT world today ...

Internet access as a basic human right

Millions of devices

Internet of things

Time Shifting work

BYOD

Big Data

Social interactions & networks

Support has to be...

Simple & Intuitive

Social

Accessible everywhere

Affordable

High quality

Personalized

Less need for break fix

Opportunities

Service Desks still seen as the poor relative in IT

To be the shop front / flagship for our customers

Manage customer experience, expectation and service improvement

Very few companies are innovating

24


Evolution of the Service Desk

■ The Human Centric Paradigm • Empowerment of people • Improvement of value • Innovation of business model

■ Enabling and combining the three dimensions…

People

Information Infrastructure

■ Service Desk evolution

Single Point of Contact Reactive service restoration and prevention

Single Point of Engagement End-to-end user support experience that

engages & encourages adoption & utilization and, builds advocacy

“Every experience matters”


The Ultimate Service Desk

What is an “Excellent Service”?

Excellent customer service is both unnoticeable and remarkable at the same time.

Unnoticeable - Delivering what is promised and dealing well with any problems and queries that arise.

The extra touch - Moments or processes that stand out in the customer’s mind takes customer service to the level of excellent or superior.


“Omotenashi”

■ Omotenashi is about putting heart and soul into giving good service. • It involves the subjugation of self in service to

someone, without being “servile.”

• Anticipating needs is at the heart of the concept; acting on others’ needs without being asked to do so.

■ The spirit of Omotenashi is a core element of Fujitsu’s engagements around personalization and optimization

■ Omotenashi brings the baseline of caring, motivating, and building bonds with customers on top of effective use of information and data.


Sense and Respond

Sense and Respond is our way of working that creates value, eliminates

waste and builds a culture of continuous improvement.

It does this by engaging people and through a deep understanding of

what matters to customers, supported by a set of tools.

It is a journey, not a destination, during which people discover what

matters to their customer and continually find better ways to deliver it.

Fujitsu’s approach to lean is called Sense and Respond.


Real Breakthroughs

INNOVATION

COST & TIME


Anyplace

Next Generation Service Desk

Who am I? “See me”

Where am I? “Sync me”

What am I? “Know me”

What can I do? “Be me”

Human Centric

• You choose how • Personal choice to services • Flexible by design

Anywhere • Support from ANY location • Cloud Enabled connectivity • Human Centric at its heart

Unified Interface

• Consistent agile approach • Device appropriate UI • Simple and intuitive to use

Anytime • Follow the Sun support • Automation via design • How you want to be served

Ubiquitous AND Agnostic

• Support from ANY end point • Off LAN support • Support for All


TRIOLE for ServiceNow

SELF-HEALING

SELF-SERVICE

ASSISTED SERVICE

■ Combines Fujitsu’s standard set of Service Management processes and supporting toolsets TRIOLE for Services (TfS)

■ An agile new solution based on ServiceNow Enterprise Service Management software

■ A shared Software-as-a-Service (SaaS) toolset that simplifies and improves service desk processes

Fujitsu customers receive the same consistent service desk experience across the globe


Real Breakthroughs – Context Aware Service

Live demo of context aware engagement with a Service Desk,

using PalmSecure mouse, integrated with ITSM tool


GDC Capabilities Russia GDC Portugal GDC Costa Rica GDC

Philippines GDC

Malaysia GDC

825 employees

Service Desk GDC

Supporting 21 languages

Poland GDC

685 Employees

Apps, RIM and Service Desk

GDC


778 Employees

Applications & RIM GDC

336 employees

Service Desk GDC


912 Employees

RIM, R&D and Service Desk

GDC


80 Employees

Service Desk GDC


Canada

USA

Brazil

S Africa

Spain

UK

Sweden

Ireland

Holland Belgium

France Germany

Poland

Portugal

Costa Rica

Estonia

Finland

Russia

China

Taiwan

Thailand

Singapore

Japan

Australia

New Zealand

India

Malaysia Philippines

India GDC

2,773 Employees

Applications & RIM GDC

next generation service desk

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