NGSD

Next Generation Service Desk – Enabling the Digital Workplace

USER DESIGNED IT SUPPORT

MAKING DIGITAL WORKEnabling the digital

workplace is a key priority for business leaders across

the world. They seek to boost productivity, gain commercial

advantage and empower users through access to new workplace tools that support

modern work styles.

It’s estimated that over 60 per cent of organisations either have an enterprise-wide mobility strategy, or plan to implement one. Further, the adoption of connected, enabled IT services is moving the future of the digital workplace from the periphery to the very heart of business.

This new-found focus brings a need to fundamentally rethink the way users are supported – whether employees, customers or partners. In the world of ‘Digital Me’, people demand intuitive, intelligent IT support designed around their needs.

In today’s workplace, employees expect a consumer-orientated experience and

to be able to resolve issues without assistance from agents.

Gartner, 2016

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MARKET DRIVERS

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TRANSFORMING THE SERVICE DESK EXPERIENCE

We listen to our customers. It’s how we were able to transform IT support to 5,500 users in 21 countries for recruitment specialist Hays. The company’s revenue depends on the productivity of its increasingly digital sales consultants. Any IT issues that aren’t dealt with quickly will have a negative impact on the company’s bottom line.

Our Next Generation Service Desk gives Hays the assurance of rapid, round-the-clock support. Designed entirely around the needs of users, it provides employees with a consumer-like experience, from web chats to self-logging of incidents – and they have adopted it enthusiastically. The outcome has far exceeded the company’s initial expectations, with 76 per cent of Hays IT service transactions now happening online.

Our customers’ IT landscapes are changing. As they continue to

digitise processes and deploy new digital experiences and devices,

we have evolved our service desk solution to better support the

digital workplace and meet end-user expectations.

Recent awards are testament to our Next Generation Service Desk as a visionary innovation. A relentless focus on the user experience with zero need for training led us to transform an extremely complex technical solution into an intuitive and enjoyable experience. Steve Rayner, Group Service Innovation Director, Computacenter

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CUSTOMER PRIORITIES

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Organisations are seeking ways of ‘Making Digital Work’. Many have already become expert at delivering an engaging, digitised experience to their customers. Now it’s time to do the same for their own people.

To deliver a consumer-like experience, IT service provision must switch from being reactive to proactive, supporting the full range of devices deployed across the digital workplace. There is also an increasing need to grow IT knowledge and to make this available to employees.

These services should be available 24/7/365, in ways that embrace how and where users need to work. It’s about giving users choice and putting them in control of their own IT service experience.

A CONSUMER-LIKE EXPERIENCE

We are enabling our customers’ digital transformation with entirely new ways to support their users. No one else does this and delivers it as an off-the-shelf, wholesale solution. We are investing ahead of the market, and ensuring that our customers will benefit from this.Mike Norris, CEO, Computacenter

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CUSTOMER PRIORITIES

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Users are empowered to self-serve for IT knowledge and support, and to perform routine tasks, such as automated password re-set. Our own experience proves that greater automation and self-help can move between 50 to 90 per cent of service interactions from phone to online, providing users with a modern, highly effective service.

Our Next Generation Service Desk is constantly evolving. New biometric security will support controlled access, while Next Generation Request will give users a complete one-stop online shop to log, track and manage a service incident.

If users need a little extra help, they can talk to a first line analyst via web chat or traditional phone contact. Smart tools and processes enable these analysts to manage any issue, at any time. They are also trained to encourage and help users to support themselves, giving a whole new experience and driving adoption.

It’s a truly collaborative and agile approach to managing user support right across the digital workplace.

Computacenter’s Next Generation Service Desk underpins our ‘enabling users’

philosophy. How? By digitising the front end of the IT service desk, using an interactive

and intuitive portal and deploying a mobile app to ensure access from a range of tablets

and mobile devices – anywhere, anytime.

DIGITAL POWER TO

YOUR PEOPLE

Optimum User Experience

• Consumerised to make users forget it’s a corporate system

• All natural user journeys designed in to make the workflow intuitive to use

• Available out-of-the-box*:

• Reduces implementation effort, timescales and cost

• Increases predictability of launch date and outcome

• Proven results across IT, retail, logistics, consultancy and financial services organisations – users choose to use our online channels, despite still having the phone available

• Award-winning combination of innovative Next Generation technology fully integrated with the Computacenter Managed Service Desk processes

• We know the user and present their NGSD experience instantly when they log in, remembering preferences stored in the About Me feature

* Compared with other stand-alone tools that require configuration before use in a live environment.

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WHAT WE DO

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INFORMATION-DRIVEN – PORTAL

1. Knowledge Management: Quick access to top fixes, best-in-class search engine

2. Broadcast: Critical issues broadcast to all users

3. This Affects Me*: Users inform the service desk about a Major Incident

affecting them without having to make a call

4. Webchat: Chat to an analyst without having to call

5. Password Hub: A single place for all application (non Network) password resets so it’s effortless for a user to re-set a password

6. Log an Issue: Easy issue logging

7. View and Chase an existing issue Simple progress update with transparent track

and trace

8. Request: Raise, update, chase requests and see the

most popular requests of your colleagues 4

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We’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

Click on the features for more information:

*Patent pending

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WHAT WE DO

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1. Knowledge Management: Quick access to top fixes, best-in-class

search engine

3. This Affects Me*: Users inform the service desk about a Major Incident

affecting them without having to make a call

2. Broadcast: Critical issues broadcast to all users

4. Automated Network Password Re-sets: Reset your Network Password without having

to call the help deck

5. View and Chase existing Issues: Simple, transparent progress track and trace

6. Log an Issue Raise, update and chase requests and incidents.

See the most popular requests of your colleagues.

INFORMATION-DRIVEN – MOBILE APP

Click on the features for more information:

INFORMATION-DRIVEN – MOBILE APP

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*Patent pending

Biometrics for Password Re-set: New capability being introduced to enhance security when accessing help via a mobile device – password reset using biometrics or pin authentication

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OUTCOMES

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WHY COMPUTACENTERACHIEVING ADOPTIONWe consult and consider users at every stage of development, testing and deployment. As a result, the service support language is descriptive and the experience for users is inherently intuitive. This in-depth consultation enables us to establish a baseline against which to deploy and measure cultural and behavioural change.

We offer predictable, consistent adoption with a staged framework that leads our customers through discovery to advocacy on the journey to new ways of working. This promotes high levels of adoption with all our NGSD customers. Beginning with cultural and capability discovery and ending three months post implementation, the adoption framework brings together the technology, processes and support providers in a user-centric way. This ensures that the end users understand what NGSD can do for them.

Our staged framework is a tried and test mechanism for successful NGSD adoption and comprises:

• A company-wide discovery phase to understand business and cultural need and build user profiles in order to define what people need to deliver desired outcomes;

• Plan and deploy communications; capture and analyse usage data and feedback; reward positive adoption behaviours;

• Identification of highly motivated business champions to develop the solution organically within their departments;

• Measure success, customer satisfaction and adoption trends; and enable effective continual service improvement 

Through repeatable, predictable adoption processes, our customers get the outcome they’re seeking – a great end user experience.

Investment in the digital workplace will only deliver a

tangible return if end users are motivated and encouraged to

adopt the new digital capabilities they’ve been given. That’s why a

clear focus on the user experience and effecting cultural change is

fundamental to the successful adoption of a Next Generation

Service Desk solution.

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DIFFERENTIATION

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WHY COMPUTACENTEROur ambition is to enable users in a digital world. We have built

on our relentless customer satisfaction focus to develop

a unique IT support experience.

We have digitised the front end of IT support. We’ve also re-engineered processes across our customers’ support eco-systems to ensure the user experience and business outcomes can be measured and proven.

This is not replicated anywhere else in the end user IT support industry. It ensures that whatever a user is trying to do, they can fully engage on the portal or via the mobile application. NGSD is multi-lingual and can be delivered from any of our locations, providing customers will full right-shoring flexibility from the start, or during their contractual term.

NGSD also fully integrates with other service management platforms, enabling customers to retain the system of record, or change their platform at any time. We continually invest in NGSD and our customers get these developments without additional cost, for example biometrics and intelligent automation. This is achievable because NGSD is a multi-tenanted cloud solution.

We initially launched NGSD within Computacenter and all developments are implemented with our own users before our customers receive them. This ensures all our people understand the experience and the benefits and are able to support adoption within the customer environment.

IT SERVICE AND SUPPORT EXCELLENCE

AWARDS 2015Best managed service desk 2015

EUROPE RESULTS 20161st for end user services renewal rates

3rd for satisfaction across all services in Europe

AWARD WINNER!“Computacenter has pushed the boundaries

of what services and technology providers can achieve for their clients”

CORPORATE VISION 2016 TECHNOLOGY INNOVATOR AWARDS

Best European IT infrastructure provider 2016Mobile app of the year

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EXPERIENCE

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We are currently delivering NGSD capability across multiple sectors, with new clients in the pipeline. These sectors include:

aviation (airline); IT, retail, logistics, consultancy and

financial services.

We believe in our NGSD so much that we have invested in it ourselves to transform and digitise our IT support service. At Computacenter, we turned to our own users to help with the transformation and digitisation of our IT service desk. More than 170 employees took part in a hothouse initiative, which provided us with a blueprint for our Next Generation Service Desk. Online staff surveys, user profiles and the appointment of service desk champions helped us to maximise adoption and change behaviours.

Our Next Generation Service Desk solution for specialist recruitment firm Hays encompassed a cultural change programme. We worked with in-house business champions, tailored internal communications and ran a development hothouse to keep the implementation timeline on track and maximise user adoption. 76 per cent of IT support transactions at Hays now happen online, including an average of 1,180 web chats and 370 self-logged incidents per month.

EXPERIENCE AND EVIDENCE

As an IT department, we are run ragged – and the beauty of NGSD is it plugs in on top of all the other systems, so its

implementation is low-risk and not disruptive.Simon Gerhardt, Hays Operations Director

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EXPERIENCE

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GET IN TOUCH

Computacenter (UK) Ltd Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW, United Kingdom

computacenter.com +44 (0)1707 631000

Enabling users and their business

Computacenter is Europe’s leading independent provider of IT infrastructure services, enabling users and their business. We advise

organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers’

infrastructures. In doing this we help CIOs and IT departments in enterprise and corporate organisations maximise productivity and

the business value of IT for internal and external users.

NGSD Brochure | Gilroy | UK | v1 2017

Find out how Computacenter can help your organisation’s transformation initiativescomputacenter.com/servicedesk servicedeskenquiries@computacenter.com

EXPERIENCE AND EVIDENCE

KNOWLEDGE MANAGEMENT (SELF-SERVICE AND SERVICE DESK)

• Quick access to top fixes, saved articles and best in class search engine via the NGSD portal and mobile app

• Leveraging Computacenter’s one million plus user knowledge article base, instant access to rich content (e.g. videos) is available to the user, as well as tailored articles for a user’s specific environment

• Knowledge articles are created for user consumption and not in technical language

• Continual improvement to ensure users can access best-in-class self-service articles:

• The activity undertaken by the knowledge management team to ensure that the knowledge articles made available to end users and service desk staff to help them fix IT issues are valid and up to date. This will include:

- Creation and publishing of new knowledge article

- Monitoring of the usage of existing articles (including responding to any comments or feedback from users on a particular article)

- Retiring of old or unused articles

- Tuning the knowledge base to make relevant articles more searchable

- Proactive analysis and trending of articles read and searched for to ensure the knowledge articles are most relevant to the current set of end user issues

CLOSE

INFORMATION-DRIVEN – PORTAL

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We’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

NGSD

WHAT WE DO

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BROADCAST

• Users can access a dashboard that pushes information, such as major issue notifications and status updates to the NGSD portal, and to the mobile app via push notifications

• Users can easily let us know when they are impacted by major Incidents by selecting ‘This Affects Me’*

• This information can include links to relevant knowledge articles

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

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WHAT WE DO

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*Patent pending

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THIS AFFECTS ME*

• Users are able to use the online portal and or mobile app to inform the service desk that they are affected by a major issue, ensuring they receive pushed updates on the Major Incident resolution without ever having to speak to the desk

• The broadcast functionality then keeps the user up to date on the issue status via the portal and proactive push notifications to the mobile app. Therefore, the user can continue with other tasks reducing disruption and maintaining their productivity

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

NGSD

WHAT WE DO

*Patent pending

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WEB CHAT

• Easy access to chat to an analyst without having to call, with transcripts sent to users after the chat for future reference

• Persistently available throughout the portal, but proactively presented at intuitive steps within the workflow (removing effort)

• Intelligently presented to analysts so they know what page the webchat was launched from and other relevant information

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

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WHAT WE DO

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PASSWORD HUB

A single place for all application passwords (automated and non-automated) so it’s effortless for a user to re-set a password:

AUTOMATED PASSWORD RE-SETS

• Application password re-sets in the portal:

- Users will be enabled to re-set their password online

- This can be undertaken in a fast, secure and compliant way

- There is no need to call the service desk

NON-AUTOMATED PASSWORD RE-SETS

• We also provide a range of non-automated mechanisms to re-set passwords, including self-logged tickets, webchat, URL links (e.g. to an existing single password re-set tool) to make it a truly comprehensive experience for users

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

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WHAT WE DO

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LOG ISSUES• Log issues with ease with a range of ways to register

an issue. This includes shortcuts to commonly occurring issues and My Kit issues, natural language categorisation, broadcasts (This Affects Me*) and web chat

• Once the issue is logged, the user receives a reference number, which they can track on the NGSD portal and mobile app

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

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WHAT WE DO

*Patent pending

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VIEW AND CHASE ISSUES• Clear tracking with expected fix times, update issue

feature and outside of SLA ‘Chase my issue’• Two-way dialogue between the user and the support

eco-system provides visible in a conversation history. Users can provide proactive updates

• We also remove user effort by pushing notifications to the mobile app when updates have been made

SELF-LOG REQUESTS• Users can access their request from the NGSD portal

to place and track request orders

SELF-LOG REQUESTS (FUTURE – NEXT GENERATION REQUEST)• Apps store style access to top 20 requests, full

catalogue, simple process to raise a request • Accelerated end-end journey for items that are pre-

approved for the user, where they can move straight from raising to tracking a request

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

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WHAT WE DO

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VIEW REQUESTS (FUTURE – NEXT GENERATION REQUEST)

• Transparent track and trace, dialogue and chase my request features and quick approval access for my approval chain

CLOSE

INFORMATION-DRIVEN – PORTALWe’re making digital work by giving users the information and support they need, the way they want it. Typically, an average 30 per cent of contacts to the service desk relate to the status of open issues. Our Next Generation Service Desk transforms this with updates delivered proactively to the user via a portal or mobile app.

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WHAT WE DO

*Patent pending

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KNOWLEDGE MANAGEMENT (SELF-SERVICE AND SERVICE DESK)

• Quick access to top fixes, saved articles and best in class search engine via the NGSD portal and mobile app

• Leveraging Computacenter’s one million plus user knowledge article base, instant access to rich content (e.g. videos) is available to the user, as well as tailored articles for a user’s specific environment

• Knowledge articles are created for user consumption and not in technical language

• Continual improvement to ensure users can access best-in-class self-service articles:

• The activity undertaken by the knowledge management team to ensure that the knowledge articles made available to end users and service desk staff to help them fix IT issues are valid and up to date. This will include:

- Creation and publishing of new knowledge article

- Monitoring of the usage of existing articles (including responding to any comments or feedback from users on a particular article)

- Retiring of old or unused articles

- Tuning the knowledge base to make relevant articles more searchable

- Proactive analysis and trending of articles read and searched for to ensure the knowledge articles are most relevant to the current set of end user issues

INFORMATION-DRIVEN – MOBILE APPINFORMATION-DRIVEN – MOBILE APP

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NGSD

OUTCOMES

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CLOSE

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BROADCAST

• Users can access a dashboard that pushes information, such as major issue notifications and status updates to the NGSD portal, and to the mobile app via push notifications

• Users can easily let us know when they are impacted by major Incidents by selecting ‘This Affects Me’*

• This information can include links to relevant knowledge articles

INFORMATION-DRIVEN – MOBILE APPINFORMATION-DRIVEN – MOBILE APP

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OUTCOMES

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CLOSE

*Patent pending

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THIS AFFECTS ME*

• Users are able to use the online portal and or mobile app to inform the service desk that they are affected by a major issue, ensuring they receive pushed updates on the MI resolution without ever having to speak to the desk

• The broadcast functionality then keeps the user up to date on the issue status via the portal and proactive push notifications to the mobile app. Therefore, the user can continue with other tasks reducing disruption and maintaining their productivity

INFORMATION-DRIVEN – MOBILE APPINFORMATION-DRIVEN – MOBILE APP

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OUTCOMES

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CLOSE

*Patent pending

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AUTOMATED NETWORK PASSWORD RE-SETS

• Network (active directory) password re-sets in the app launching 2017

INFORMATION-DRIVEN – MOBILE APPINFORMATION-DRIVEN – MOBILE APP

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OUTCOMES

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CLOSE

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VIEW AND CHASE ISSUES• Clear tracking with expected fix times, update issue

feature and outside of SLA ‘Chase my issue’• Two-way dialogue between the user and the support

eco-system provides visible in a conversation history. Users can provide proactive updates

• We also remove user effort by pushing notifications to the mobile app when updates have been made

SELF-LOG REQUESTS• Users can place and track request orders via NGSD

SELF-LOG REQUESTS (FUTURE – NEXT GENERATION REQUEST)• Apps store style access to top 20 requests, full

catalogue, simple process to raise a request • Accelerated end-end journey for items that are pre-

approved for the user, where they can move straight from raising to tracking a request

INFORMATION-DRIVEN – MOBILE APPINFORMATION-DRIVEN – MOBILE APP

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NGSD

OUTCOMES

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CLOSE

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LOG ISSUES• Log issues with ease with a range of ways to register

an issue. This includes shortcuts to commonly occurring issues and My Kit issues, natural language categorisation, broadcasts (This Affects Me*) and web chat

• Once the issue is logged, the user receives a reference number, which they can track on the NGSD portal and mobile app

INFORMATION-DRIVEN – MOBILE APPINFORMATION-DRIVEN – MOBILE APP

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NGSD

OUTCOMES

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CLOSE

*Patent pending

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