service desk 2.0, the new generation support model
DESCRIPTION
SD 2.0 is a new model for IT supportTRANSCRIPT
Service Desk 2.0itSMF Estonia 11.12.13
Aale Roos, Pohjoisviitta Oy, @aalemReview by James Finister, TCS,
@jimbofinCopyright © Pohjoisviitta Oy 2013
Aale Roos• MSc Statistics• ITIL Service Manager & Expert• ISO 20000 Consultant• EXIN Professional• Speaker at–Pink11– itSMF: Finland11, Russia12, UK12,
Estonia12, Finland13, Australia13, Belarus13, Estonia13, Sweden13 –TFT12, ITSM Nordic Podcast Top Of the World
• ITSM person of the year 2012 by itSMF Finland
What changes affect SD?
Three things
People
Not afraid of technology
Want to solve problems themself
Have more choice
Business
Easy to switch
World is small, one click away
Services, not products
Free service requires support
Tools
Consumers have rights
Easy to use, less support
Consumer tools
• The Service/Help Desk was introduced in the 1980´s to support growing IT use and PC’s
Technology is changing
Before
• Cars were unreliable but easy to fix• Service station + car mechanic solved incidents
Before
• PC:s were unreliable but easy to fix • Help desk and desk side support solved incidents
SO?
Support becomes a new business
From fixing broken parts….
….to offering new capabilities
• People search first• No simple cases• Expect expert service
This is already happening
Service Desk 2.0
• ITIL Service Desk was already obsolete in 2000• Service Desk 2.0 is an attempt to look beyond ITIL.
http://pohjoisviitta.wordpress.com/service-desk-2-0-the-new-support-function/
HOW?
New goal
New practices
Social media
Goal & mission
The goal of support is
to provide value
by helping customers to use technology
to do their jobs better.
New goals
ACTIVITY• Number of incidents
solved• Availability• 1st level solution rate
VALUE• New business• Cost savings• Lack of problems &
interruptions
fault observed repairservice
restored
customer problem taken care
satisfiedcustomer
fault management = incident mgmt ?
customer service = ?
We need better processes
Improve processes – unlearn ITIL
Standard & Case
• A process can manage standard events• Cases are complicated and different• Adaptive case management– Information centric– Rules– Multiple sources– Takes more time
Analysis
Process
Rules
Many sources of support
Business support
Self service
SD
official
Many sources of support
Business support
Self service
Infra support
Specialist teams
Social Media
Ext. Infra
support
SD
Colleagues
un-official
Community & Support
Colleagues
Business support
Self service
Infra support
Specialist teams
Social Media
Ext. Infra
support
SD
Make social media work for you
• Self service and peer support => default• Tools will have to facilitate this
Oscar Berg @oscarberg
• In the 1950s, executives feared the bathroom: employees will waste productive time.
• In the 1970s, executives feared the telephone:• In the 1980s, executives feared email:• In the 1990s, executives feared Internet access:• In the 2000s, executives fear social media:• In the 2010s, executives fear BYOD
Toby Ward & Chris Dancy
#KnowNow
“Institutions will try to preserve the problem to which they are the solution.” – C. Shirky
#KnowNow
Many channels
private message
• email• form• chat
open message
• internal• open forum• Facebook• Twitter• LinkedIn
direct contact
• phone• visit• other meeting
Many activities
Classify & prioritize contactsHandle standard tickets
Solve cases
Social Media managementDiscussionsModeration
Self Service managementFAQ
Knowledgebase
Cases
• Cisco Finland–BYOD – support forum–-25 % costs –+100% customer satisfaction
• Automattic - WordPress–20 M customers–50 K contacts/month–10 Happiness Engineers
Is this easy?
No, butmore support,
more knowledge,solutions visible and reusable
= better service @lower cost