in the future, nobody calls the helpdesk

© Copyright 10/20/2014 BMC Software, Inc 1

Jason Earnest Sr. Pre-Sales Manager

Wednesday, October 13th

In the Future, Nobody Calls the Helpdesk


Agenda

1. Who are our customers now? What has changed?

2. What is Tier 0? Why start here?

3. Taking the Service Desk Everywhere Samples

4. Key Takeaways What you can do in the next week, month, year


Who are our customers now?

• The Millennial generation is the new now. Deeply ingrained in technology, these 14- to 27-year-olds are having a profound effect in the marketplace—and the workplace http://www.accenture.com/us-en/Pages/insight-millennials-technology-overview.aspx

• William Strauss and Neil Howe projected in their 1991 book "Generations" that the US Millennial population would be 76 million [43]

• Later, Neil Howe revised the number to over 95 million people (in the US). As of 2012, it is estimated that there are approximately 80 million US millennials http://en.wikipedia.org/wiki/Millennials

http://time.com/3318573/flip-phones-millennials-iphone6/

http://www.accenture.com/us-en/Pages/insight-millennials-technology-overview.aspx











http://en.wikipedia.org/wiki/Strauss_and_Howe

http://en.wikipedia.org/wiki/Strauss_and_Howe

http://en.wikipedia.org/wiki/Millennials#cite_note-43

http://en.wikipedia.org/wiki/Millennials











Why are Millennials important?

• “according to Forrester Research, 29% of internet-using American adults don’t use smartphones as their main phones. That figure includes 15% of 18-24 year olds and 13% of 25-34 year olds. “It is more rare for the younger generation, the first to adopt new devices are millennials,” says senior analyst Gina Fleming” http://time.com/3318573/flip-phones-millennials-iphone6/









Now that we know who they are…

• 46% of Millennials 18 and over in the Northeast, South, Midwest, and West with cell phones spend less than 1 hour on talking on the phone per week

• Fun interactive: – Where to learn more about

them http://genmediaexplorer.com/

http://genmediaexplorer.com/

http://genmediaexplorer.com/


And finally….

• Only 34% of them are aware of their company’s IT policy

• On average, 37% of them consider state-of-the-art technology to be a key factor in selecting an employer













What is Tier 0? Why start here?


Where we are

• Often times we worry about incident, problem, change, asset and service level management when implementing

• BMC finds that the majority of us adopt Incident and Change first, and then other ITIL disciplines, with Self Service, Service Request Management being the last, if implemented at all

• Recent HDI research tells us that only 42% of support organizations have implemented Problem Management for example (6 months of incident data before doing Problem) http://www.thinkhdi.com/

http://www.thinkhdi.com/




What is Tier 0?

• ….tools and options that enable end users to resolve their own issues without contacting the technical support team. FAQs, password reset tools, and incident history access are the most common types of tier 0 support, or self-help, options currently being provided”

• The consumerization of IT has been pinpointed as the factor most responsible for ticket volume increases

• Those organizations that have been able to relate ticket decreases to tier 0 support usually see quick results Tier 0 (Self-Help) Support, HDI Research Corner, July 2012


Why Tier O?

• Cost is measured in $.0x, as compared to when someone answers the phone, which is measured in $0.00, and if escalated $00.00

• Single Point of Contact (SPOC) is dead in most organizations as they can no longer afford this practice

• Tier 0 has been a concept for many years, and while we are better, the latest tools allow for even better improvement, and our Millennial generation is driving this!


Taking the Service Desk Everywhere Samples


Questions for this Audience

• Who in the audience uses Remedy? • Who in the audience uses Remedyforce?

• Who is the audience is using Service Core or Track-IT!?


Remedy

From design to deployment in 20 mins – 3 steps

1. SRM wizard

2. Map response to those questions in the Process Designer or Service Catalog Manager Console

SRM Wizard

Leverage The Answers in your Process


Remedy Deployed

1. Activate your service catalog item

2. Consume in SRM or MyIT


Remedyforce


FootPrints Service Core


Track-IT!


Key Takeaways What you can do in the next week, month, year


What you can do when you get home

1. Analyze your service desks - is your SRM / Self-service portal working? – Rank your incidents – figure out how many password resets, how

many mailbox restores you get, etc.

– Look for the most recurring ones and put those on the portal. If the portal doesn’t have a full blown service catalog but can reduce 50% of the high occurring incidents, it provides great value!!

2. If it is working, is it used? What % of calls go through this portal as opposed to email, or phone calls?

3. What is your strategy for supporting mobile device submission?


Thank You.

Questions?

[email protected]

in the future, nobody calls the helpdesk

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