services modern service desk customer presentation
TRANSCRIPT
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Modern Service Desk
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Collaborative & Social - on both sides of the Service Desk
Click to add picture Use update feed to stay current about what’s relevant to you
Incident submittal and broadcasts via social tools
Shared posts, individual and group chat to collaborate within team and with customers
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ITSM
Service Management
Excellence
ModernService Desk
Digital Services
DigitalInnovation
The Digital JourneyMultiple Paths to Successful Digital Services
DIGITAL WORKPLACE
360O CUSTOMER ENGAGEMENT
IoT SCALE AUTOMATION
DIGITAL MARKETPLACE
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Digital Service Management Value MapModern Service Desk
Knowledge Management
• Smart IT w/KCS• Knowledge Management
• Reduce Inbound Knowledge Calls• Reduce L3 Incident Volume• Improve Resolution Consistency
Economic Buyer /Stakeholder
Key Products
Outcome-orientedServices
Customer Focus
Capability
• Self-Service Knowledge
Education• Remedy Service Request
Management Training
Request Management
• VP of Support• VIP of Operations
• SRM/MyIT• Smart IT• MyIT Service Broker
• Reduce Call Volume• Reduce Request Notifications• Reduce Time to process requests• Support Multi-Source Fulfillment
• Digital Marketplace• Self Service Request
• VP of Support• VIP of Operations
• Administrating Remedy Service Desk Request Management
• Using Service Request management
• Administrating Remedy Knowledge Management
• Using Remedy Knowledge Management
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Formless Requests
Activity Timeline
Approvals
Service Catalog
Notifications
Appointments
How-To Videos
Social Collaboration
Service Request ManagementDesigned for your business.
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Configurable User Experience
Consolidate services from from multiple service catalogs
Personalize your homepage experience
Organize services to make them easily discoverable
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Reduce Request Call VolumeReduction in the volume of calls handled by Service Desk relating to new Requests. Increased use of Self Service portal and automated integrations to generate requests.
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Reduced Request NotificationsReduction in the volume of notification calls processed during request management. Increase use of automated notifications and self service
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Reduce Time for FulfilmentReduction in time elapsed between creation of requests and fulfilment being completed. Increased use of automated fulfilment workflow and approval logic.
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Reduced Manual EntryReduction in the amount of re-key and manual data entry required to create and process a request. Increased automation and pre-population of required fields.
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Support Multi Source FulfilmentReduction in effort necessary to coordinate fulfillment of users across multiple suppliers.
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Reduced Time Required to Process Request Reduction in time elapsed between creation of request and fulfillment being completed. Increased use of automated fulfillment workflow and approval logic.
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Reduce Time Required for Approval and RoutingReduction in routing and approval during a request. Increased automation.
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Request Management Capability Value Roadmap
Reduce Request Call Volume
Reduce Manual Entry
Reduce Request Notification
Reduce Time for Fulfilment
Support Multi Source Fulfilment
Maturity
Metrics• Volume of calls handled by Service Desk
related to new requests• Volume of notifications processed during
request management• Time between creation of request and
completion• Re-keying and manual data entry• Manual routing and approval activity• Effort to fulfill standardized requests
Processes• Request Fulfillment• Service Catalog Management
Roles• Service Catalog Manager• Incident Manager• Service Desk Manager
Technology Enablers
• BMC Remedy Change Management
Reduce Time Required to Process Request
Reduce Time Required for Approval and Routing
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Knowledge ManagementBest in class functionality with best in class intelligence
Improve resolution consistency Reduce inbound calls Reduce L3 incident volume
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Knowledge Management Capability Value Roadmap
Reduce Inbound Knowledge Calls
Improve Resolution Consistency
Reduce L3 Incident Volume
Maturity
Metrics• Volume of calls received by the Service Desk
in relation to request for Knowledge• Number of incidents passed to L3 Resolver
Groups through improved capture of L3 Knowledge
• Consistency of Incident Resolution through provision of standard Knowledge articles
Processes• Knowledge Management
Roles• Knowledge Manager
Technology Enablers
• BMC Remedy Change Management
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Easily assess article quality
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Knowledge Management at your fingertips
Create and edit Knowledge Articles
from anywhere
Comment, share, collaborate and
review
Powerful, mobile search
Detailed, technical knowledge available
everywhere
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End user empowerment
through Knowledge articles
Any device
Save costs with reduced call
volume
Increase service desk and end user productivity
In-app, self-serve search
Reduce inbound Knowledge CallsReduction in call volume for Knowledge. Increase Knowledge articles written specifically for end users.
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Improve Shift Left with BMC Service Value Cases
Slash Level 3 Incident VolumeReduction of incidents passed to L3 Resolvers through capture of Knowledge article creation
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Intelligent Knowledge
Improve Resolution ConsistencyImproved consistency of Incident Resolution through intelligent Knowledge
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Case Studies for Modern Service DeskEnable success
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© copyright 2014 BMC Software, Inc.
MyIT in the hands of 150,000 employeesPROBLEMEmployees complained about slow service, while IT struggled with 250,000 tickets a month.
SOLUTIONConsolidate multiple service catalogs and empower workers with a modern self-service app.
RESULTFewer level-one calls, higher staff productivity and greater customer satisfaction.
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Business Needs• Service Request Management • Knowledge Management
Reduce Request Notification
Reduce Time for Fulfilment
Reduce Manual Entry
Support Multi Source Fulfilment
Reduce Time Required to Process Requests
Reduce Time Required for Approval and Routing
Reduce Request Call Volume Reduce inbound Knowledge Calls
Reduce L3 Incident Volume
Improve Resolution Consistency
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Thank You!
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The Pain: End users HATED self-service
The Company: Telecom/Technology Company
Developed a single employee-facing hub for the entire company. Higher productivity
Streamlined requests to make them simple and easy, encouraging the use of Self-Service. Lower costs
Instituted formless requests to provide a Facebook-like experience. Greater customer satisfaction
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The Pain: End users were at the mercy of IT’s schedule to get support
The Company: Software Vendor
Created a Tech Lounge for a modern service experience. Improved end user perception of IT
Self-scheduled IT support. Higher productivity.
Support bar that handles walk-ins, as well as appointments. Greater customer satisfaction.
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BankThe Pain: Unable to keep up with the demands of millennial IT workers
The Company: Big Box Retailer
Implemented a fresh approach to the Service Desk with Smart IT. Improved IT Agent satisfaction
Automation between monitoring and Service Management. Faster time to resolution
Leveraging built-in mobile capabilities. Millennial IT Agents have a better experience
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BankThe Pain: End users were demanding mobile capabilities and more self-service options
The Company: Consumer Packaged Goods
Implemented a modern service desk approach with mobile capabilities for end user support. Reduction in call costs
Crowdsourced knowledge through micro support communities. Improved IT Services
Empowered self-service. Better perception of IT
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The Pain: Modern office with unassigned seating created chaos
The Company: Global Bank
Rolling out “Smart Offices” with telemetry and sensors in a new state-of-the-art building. Lower costs.
Employees can find and reserve desks from their phones. Higher productivity.
One-click incident reporting from context-aware floor maps. Less downtime.
Integrated sensors and analytics for better decisions. More efficient use of space.
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The Pain: It takes too long to request and receive software
The Customer: Large broadband provider
The Solution:Modern app for employees to get the tools they need. Improved end user satisfaction
Peer-assisted selection to drive adoption. Higher ROI and staff productivity
IT can aggregate, manage and publish business services. Stronger governance
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The Pain: Conference room scheduling was a nightmare and support was hard to reach
The Company: Large Auto Insurer
Leverage floor maps to find and schedule conference rooms. Higher productivity
Integrated with Microsoft Exchange to leverage a single calendar. Reduced complexity
Implemented a Concierge Support program. Improved perception of IT
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The Digital Imperative for ITSM
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Rochester Regional HealthCase Study
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It’s SMART, BEAUTIFUL and POWERFULRemedy 9.0 is different.
So you can manage complexity, simply.
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REDUCE SUPPORT COSTSHelp desk deflects 33% of level-one calls.
Employees Waste onIT-Related Issues.
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ITSM has a critical role to play: Enable and manage digital services
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WORK SMART
Insight at your fingertips.Do more, better, faster.
ITIL, reports and KPIs out-of-the-box
Crowd source knowledge
Context & location aware
Be 75% more productive
In-app, self-serve analytics
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BEAUTIFULEXPERIENCE
Looks great. Feels amazing.
Embedded social and collaboration
Customizable self-service apps
Persona based user experiences
Fully mobile – iOS, Android and HTML5
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POWERFULPLATFORM
Incredible power. Minimal effort.On Premise or On Demand.
Platform for innovation
Enterprise scalability
Smart CMDB
Non-invasive upgrades Integrate with
everything
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bm
MODERN SERVICE DESK
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An intuitive user experience based on the way people use technology
• Easy to use• Mobile-first design• Configurable & form-free
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TRANSFORMATIONAL SELF-SERVICE
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INSTANTINSIGHT
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Source : Luca Bruno (AP)
2007
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Source : Michael Sohn - AP
2015
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Remedy with Smart IT
Full service desk experience on any device
Social collaboration
Modern UX increases productivity
ITIL v3 aligned
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Request and approve Changes on mobile
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SMART.BEAUTIFUL.POWERFUL.
Remedy 9
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Knowledge Authoring on Mobile Devices
Create and edit Knowledge Articles
from anywhere
Comment, share, collaborate and
review
Powerful, mobile search
Detailed, technical knowledge available
everywhere
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Actionable AnalyticsBest practice reports and KPIs out-of-the-box
Social and Collaborative
Rich data visualization
Easy to create new reports and dashboards
Improve Resolution ConsistencyImproved consistency of Incidents Resolution through intelligent Knowledge
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SOCIAL COLLABORATIONRequest help with a simple post.
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Self-service Cloud Provisioning
Synchronize catalog items from BMC Cloud Lifecycle Management (CLM) to MyIT
Request CLM services directly from MyIT
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Digitally advanced businesses thrive by unlocking human productivity
26%Profitability
9%Revenue/Asset
12% Valuation
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BMC’S modern service desk approach revolutionizes productivity and satisfaction
75% 3x
50% IT Professional productivity % of Employee self
service usage
Improvement in service deskprofessional satisfaction
Employee satisfaction with IT service desk
60 80%
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Digital businesses deploy digital services
Mobile-first Intuitive & Intelligent Automated & Data-fueled
Lean-serviced Crowd supported High speed IT
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51%OF CIOs
The Gartner CIO Agenda Report 2014 indicated that many CIOs are not prepared for the digital revolution
42%OF CIOs
25%OF IT SPEND
Are concerned that the digital torrent is coming faster than
they can cope
Don’t feel they have the right skills and capabilities in place to
face this future
Is happenning outside of the CIO’s budget
2014: An inflection point for CIOs
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89%OF CIOs
The Gartner CIO Agenda Report 2015 highlights the need for CIOs to better manage risk in the new digital world
69%OF CIOs
40%OF CEOs
Agree that the digital world engenders new, vastly different
and higher levels of risk
Feel that the discipline of risk management is not keeping up
Have a senior leader with “digital” in the job title
2015: The digital risk
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The third era of enterprise IT:Digitalization
SOURCE: 2015 Gartner CIO Agenda Report
IDEATE
CREATE
ENGAGE
OFFER
MONETIZE
ADAPT
IT CRAFTSMANSHIP IT INDUSTRIALIZATION DIGITALIZATION
IT provides innovations and new capabilties
IT supports efficiency, effectiveness and integrity
Digital provides continual opportunity for growth,
innovation and differentiation
WE ARE HERE
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ITSM
ITSMExcellence
ModernService Desk
Enterprise ServiceManagement
DigitalInnovation
Digital Services
DIGITAL WORKPLACE
360O CUSTOMER ENGAGEMENT
IoT SCALE AUTOMATION
DIGITAL MARKETPLACE
Bi-Modal IT
The digital journeyITSM excellence underpins the path to becoming a digital leader
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Achieving ITSM Excellence:IT Service Management Unified Framework
SOURCE: Gartner (March 2014)
VALUE
SERVICE
PROCESS
ASSET
1 3 52 4
IT SERVIC
E LEAD
ERSH
IPIT
SER
VIC
E M
AN
AG
EMEN
T
ITSCORELEVEL
SERVICE CATALOG
PROCESS-TO-SERVICE MAP
IT SERVICE VIEW CMDB ITSM PROCESSES
CONFIGURATION REPOSITORY ITSM TOOLS
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80% 46%
Of outages impacting mission-critical services will be caused by people and process issues
Of critical service issues take more than 2 hours to resolve
Making a case for ITSM Excellence
40% 29%
Of ITOM staff time is spent resolving incidents(2 days per week)
Of tickets are automatically generated from events
Commissioned study of IT leaders conducted by Forrester Research on behalf of BMC, November
2014
Gartner EMA: Ecosystem Cloud: Managing and Optimizing IT Services Across the Full Cloud Mosaic, 2013
Commissioned study of IT leaders conducted by Forrester Research on behalf of BMC, November
2014
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RESTful API for better integrationsCreate-Read-Update-Delete operations for any Remedy application including the CMS
Instant access to custom application data
Rich JSON structures that describe complex application objects
Facilitates Cloud or On-premise Integrations
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Self-Service(MyIT)
AssetManagement
Knowledge Management
Change & Release Management
Service Request Management
Service Level Management
Incident Management
Problem Management
Social Virtual Agent
Reporting & Analytics
ITIL v3Mobility
Discovery & Dependency
Configuration Management
APIs & ITOM Integrations
Visual Process Design
Custom App Development
On Demand or On Premise
FUNCTIONALITY:
PRODUCTIVITY:
PLATFORM:
Remedy Service Management
Context-aware FormlessInteraction
Best Practices OOTB
SSO (single sign on)
Secure & Compliant
CMDB