[webinar] your service desk is dying

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Hosted By:Adam OBrienProduct Marketing ManagerSunView [email protected]

Presented By:George SpaldingVice President, Pink Elephant

Your Service Desk Is Dying

Housekeeping

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• This webinar will be available shortly after its conclusion• Share this webinar and check out the supplemental guide ’25

Requirements for a Service Desk Solution’• Have a question regarding anything that is covered during this

webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!

Today’s Presenters

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Adam OBrien - HostProduct Marketing Manager – SunView Software @[email protected]

George Spalding - PresenterExecutive Vice President – Pink ElephantCo-author, ITIL V3 Continual Service Improvement core volume2012 Ron Muns Lifetime Achievement Award Winner @gspalding11

Agenda

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Your Service Desk Is Dying… Unless

5 Ways to Optimize Your Service Desk

for the Digital Enterprise

Opportunities and Next Steps

Q&A

Poll Question

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What is your service desk’s biggest challenge withadapting to the needs of the digital enterprise?

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Your Service Desk Is Dying… Unless

Meeting the needs of the new workforce will require IT change, especially in the age of consumer-like IT

services

PROFILE IMPACT ON ITTech Savvy Tech CriticConsumer Tech Shadow IT, App StoresMobile Preference Mobile Access, BYODSearch First Self-Service; Self-SupportLike Collaboration Collaboration EnablementFeedback Centric Sentiment CaptureAnti- Bureaucratic DevOps Style Development

Pink Elephant – Leading The Way In IT Management Best Practices

5 Ways to Optimize Your Service Desk for the Digital Enterprise

George Spalding Executive Vice PresidentPink Elephant

© Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise

The Service Desk is the Last Resort

Instead of contacting the Service Desk, 54% of workers will seek out the Internet, coworkers, local tech support, or their peers. (Source: HP)


The Service Desk is the Last Resort

• Collaboration becomes a viable alternative for users

• Most users feel the current Service Desk processes are

“clunky” and outdated

• Self-Service initiatives are failing


Today’s Millennial Workforce Drives Support Behavior

• Millennials now make up over 50% of the workforce

– 18-33 years old– Social– Technology savvy– High expectations– Value their time


Millennials Are Different

• Collaboration platforms become the norm

• Social Media becomes a Service Desk tool

• Self-Service becomes a MEDIA provider

• All solutions are mobile-enabled


Does the Service Desk need a Desk?

• We tend to think of mobile as a CLIENT solution

• Mobile should also be a PROVIDER solution

• ITIL has always viewed the Service Desk as a function –

not a process, and certainly not a place

• We need full functionality “on the road”


The Internet of Things (IoT) Changes SD Role

• The value of the Service Desk will grow according to

its tracking ability (of physical assets) and its ability

to provide real-time status information on those

assets

• Proactivity for Productivity

• Proactive Problem Management, Incident

avoidance, and up-to-the-minute status


The ROI of Service Desk

• People: Number of staff to perform the assigned task

• Process: Mature Incident Management & Request

Fulfillment is only the beginning

• Technology: Tool for the long haul – integration with other

processes, etc.

• If the only goal of the SD is Incident resolution, they will

become irrelevant as IT maturity increases

• The real ROI comes from increasing productivity for the

Enterprise

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Adam OBrien• Product Marketing Manager

• SunView Software

@theAdamOBrien

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Opportunity

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Consumer-LikeInterfaces

User-CentricService Delivery

SupportMobile

CaptureFeedback

Service Desk for a New Generation of Users

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Service Desk for a New Generation of Users

Ironing out the kinks in a service desk's appearance and functionality keeps users communicating through a single channel rather than seeking out alternatives.

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Next Steps

• Get the right Service Desk solution

• Implement Service Request processes for common requests

• Leverage automation to streamline request/incident handling

• Improve Self-Service experience with user-centric design

• Take advantage of Knowledge Management to reduce time to

resolution and provide point of request help

Improve Employee Engagement - Be more Agile

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Best-Value Service Management Platform for Any Size Organization

ITIL-Based Processes

Codeless Configurations

Persona-Based Dashboards

Powerful Automations

Responsive Design Self-Service

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Get Connected

Do you have any personal experience or additional questions regarding the topics we covered today?

Get into the discussion:

• Tweet to: @TheAdamOBrien,@SunViewSoftware, or @theitilexperts

• Email: [email protected]

mailto:[email protected]

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Q&A

Thank You!If you would like to find out more visitwww.SunViewSoftware.com

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Facebook.com/SunViewSoftware