how to improve life on the service desk?
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Life on the service desk in 2016 and how to improve it
Stephen Mann Independent ITSM Blogger, Writer & Presenter @stephenmann
@freshserviceapp Brought to you by
Coverage
Survey background When? Who? How?
ITSM tools ITSM tools, tool vendors
& tool selection
Pain points & tips Operational pain areas &
life on the service desk
The future What the future holds for
service desks
Survey background
• SDI members responded to a Q4 2015 survey.
• Report written by Ollie O’Donoghue, SDI Industry Analyst.
• Report looks ahead to 2016, and also refers back to 2012 survey data.
• Sponsored by Freshservice.
Report: http://bit.ly/sdi-report
Tool and vendor-related frustrations Innovation, or lack of Tool selection influences
ITSM tools, tool vendors, & tool selection
• Respondents were asked to list 5 frustrations with their current ITSM tool.
• These were then placed into 11 categories to allow comparison with the 2012 research.
What are your top 5 frustrations with your current ITSM tool?
2015 2012
What are your top 5 frustrations with your current ITSM tool?
• Respondents were asked to list 3 innovations that they would like to see in a future ITSM tool.
• These were then placed into 9 categories to allow comparison with the 2012 research.
List 3 key innovations/improvements that you would like to see in your ITSM tool in the next 12 months?
2015 2012
List 3 key innovations/improvements that you would like to see in your ITSM
tool in the next 12 months?
What are your top 5 frustrations with your current ITSM tool?
List 3 key innovations/improvements that you would like to see in your ITSM
tool in the next 12 months?
2015 2012
What are your top 5 frustrations with your current ITSM tool?
List 3 key innovations/improvements that you would like to see in your ITSM
tool in the next 12 months?
A similar story? 2015 2012
Key innovations/improvements
Features • Predictive knowledge management • Ability to run problem analysis within the tool • Improved chat capability • Translations made easy • Request fulfilment tracking module • Better workflow functionality • Better search functionality • Release management interface
Top frustrations
Features • Lacking automation in core processes • Lack of mobile interface • Limited browser support • Limited self-service functions • No integrated CMDB • No separation between incident and service
request
Key innovations/improvements
Features • Predictive knowledge management • Ability to run problem analysis within the tool • Improved chat capability • Translations made easy • Request fulfilment tracking module • Better workflow functionality • Better search functionality • Release management interface
Top frustrations
Features • Lacking automation in core processes • Lack of mobile interface • Limited browser support • Limited self-service functions • No integrated CMDB • No separation between incident and service
request
Different perspectives?
Key innovations/improvements
Features • Predictive knowledge management • Ability to run problem analysis within the tool • Improved chat capability • Translations made easy • Request fulfilment tracking module • Better workflow functionality • Better search functionality • Release management interface
Top frustrations
Features • Lacking automation in core processes • Lack of mobile interface • Limited browser support • Limited self-service functions • No integrated CMDB • No separation between incident and service
request
Old tool? Wrong tool?
5 things you can do • Admit that things aren’t right with your ITSM tool
• Don’t sink with a “capsizing” service desk or ITSM tool
• Recognize that sticking with the “cheap” option might be costing you more than it saves
• Recognize the importance of getting your business requirements right
• Consider some of the freely available tool selection best practice tips
Quick tips for ITSM tool selection • Remember that “If you ask the wrong questions then you’ll get the wrong
answer”
• Understand what you need to accomplish – from the perspective of business outcomes, not IT operations
• Don’t be distracted by the available technologies
• Focus on what your company needs, not on what the market says you need
• Be crystal clear about which high-level requirements are “must-haves” versus merely “nice-to-haves”
Quick tips for ITSM tool selection • Try to remain impartial
• Leave the vendor enough room to explain how they can help rather than limiting them to saying that they have features x and y
• Don’t forget to scope in any planned future improvements to operations
• Don’t always take vendor responses at face value – if it’s important then seek out greater detail and perhaps even proof
• Consider how a dollar saved in tool licensing might cost you ten dollars in its day-to-day operation
• Respondents were asked to list 5 frustrations with their current ITSM tool vendor.
• These were then placed into 6 categories to allow comparison with the 2012 research.
What are your top 5 frustrations with your current ITSM tool vendor?
2015 2012
What are your top 5 frustrations with your current ITSM tool vendor?
5 things you can do • Realize that an ITSM tool purchase is so much more than just the acquisition of software
(or a SaaS subscription)
• Rise above the usual non-functional selection criteria to understand what you really need and expect
• Look beyond RFP responses to get market feedback on supplier performance across support, relationships, and innovation
• “Hijack” the sales guy by asking “What are the top 3 product innovations in the last 12 months?”
• Track down and speak with more than just the offered customer references
• Respondents were asked to select their top 5 influences from a list.
What would influence your selection of a new ITSM tool?
2015
2012
-
Biggest pain points Is service desk life getting better?
Operational pain areas and life on the service desk
• Respondents were asked to select 5 pain-causing options from a list.
• Note – in 2012 respondents were given 3 selections
In your daily service desk life, what causes you the most pain?
2015
2012
2015
2012
5 ways to up self-service adoption
• Invest in better knowledge management
• Offer choice (of access channel)
• Support mobile access to self-service
• Recognize the difference between UI and UX
• Use fit-for-purpose technology
• Respondents were asked to select 1 of 3 options.
During the past year, has life on your service desk...
2015 2012
Last year Future priorities Expectations for change
What the future holds for service desks
During the last 12 months, where has your service desk spent most of its time?
• Respondents were asked to select all the options that applied from a list.
Rank Response 1 Fire-fighting
2 Implementing new process
3 Helping customers with their own devices (BYOD)
4 Other
5 Implementing ITIL best practice and training
6 Justifying its existence
7 Speaking with customers and building relationships
2012 responses
5 things you can do • Question whether implementing new processes is making enough of a difference
• Focus operational improvements on “working smarter, not harder” – automation, self-service, and knowledge management
• Quantify the cost of staying with a service desk or ITSM tool that impedes operational performance
• Propose change based on better outcomes rather than just changing inputs (across people, process, and technology)
• See the previous self-service adoption tips
What are your top service desk priorities for 2016?
• Respondents were asked to select all the options that applied from a list.
Rank Response 1 Increasing our value to the business
2 Improving what we have
3 Increasing first time fix rates
4 Managing changes within business
5 Reducing inbound calls/emails
6 Supporting more devices(i.e. BYOD)
7 Cost reduction
8 Consolidating services
9 Investing in a new ITSM tool
10 Other
2015 responses
NEW
NEW-ish
NEW-ish
2012 responses
• Respondents were asked to select all the options that applied from a list.
During 2016, which of the following do you expect to see?
Rank Response
1 Provide support/more support for mobile devices (BYOD)
2 More use of self-service
3 An increase in business service promotion
4 Increased demand for business metrics and reporting
5 Service desks using social media more
6 Use more self-help
7 No big changes/things will stay the same
2015 responses
NEW-ish
NEW
NEW 2012 responses
5 things you can do • Determine what’s actually needed by your organization rather than following the
herd
• Understand what customer experience is (and isn’t)
• Look to better outcomes rather than the blind adoption of new processes or additional technology
• Distinguish between the things that have been proven to make a difference and those that are “good ideas”
• Remember what your service desk capability is needed for
10,000 Customers
Series D $31M
1000 Customers Launched
30,000 Customers
Launched
SF HQ
Seed Funding
Series B $5M
Series C $7M
2014 2013 2012 2011 2015 2010
Freshdesk Founded
UK, AU offices added
Series E $50M
60,000 Customers
2016
~600 employees - Germany office added
Launched
Freshdesk - Growth Timeline
Enable IT organisation of all sizes to provide exceptional IT service delivery and support
Freshservice customers
• Intuitive UI, Easy to use
• Easy to setup & configure workflow automation
• Strong Self-Service Capabilities
• Gamified IT Service Desk
Why Freshservice
Freshservice capabilities Incident
Management
Knowledge Management
Self service Management
Service Request
Problem Management
Change Management
Release Management
Asset Management
CMDB
Contract Management
HW and SW Discovery
Reporting
SLA Management
Workflow Management
Intuitive UI
Anytime, anywhere access
Extensibility with API and integrations
Gamification
Ticket view
Service catalog
Auto suggest
Gamification
Gamification
Admin dashboard
Mobile service desk
Summary • Add automation where it adds value
• Get self-service and knowledge management right
• Question the suitability of existing service desk or ITSM technology
• Look at how customer experience will impact the demands on your service desk and wider IT organization
• Ensure that metrics and reporting do the efforts of the service desk team justice
QA
Thank you
Try Freshservice for a free trial.
Freshservice.com/signup
Life on the service desk – Report
Report: http://bit.ly/sdi-report
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