SESSION 303 Wednesday, November 1, 3:00pm - 4:00pm

Track: The Futurist

2020: The IT Service Desk Analyst

Jarod Greene VP, Product Marketing, Cherwell Software jarod.greene@cherwell.com

Session Description Let’s be clear: there will always be a need for service desk analysts, even as more IT organizations leverage automation and cloud services. While the processes and technologies might be different, the role will fundamentally be the same: to help people get optimal value from their applications and services. This session will take a look at the changing expectations of the service desk analyst and look at how forward-thinking IT organizations can immediately begin to repurpose its staff.

Speaker Background Jarod Greene is the VP of product marketing at Cherwell Software. Prior to Cherwell, he spent ten years with Gartner. During his tenure at Gartner, he initially served as a client engagement specialist and later as an ITSM industry analyst, where he was responsible for covering ITSM processes, organizational structures, and enabling ITSM technologies. Jarod received his MBA from the University of Georgia and his BA in sociology from Trinity College.

2020: The IT Service Desk AnalystJarod Greene

VP Product Marketing

Cherwell Software

Jarod.Greene@cherwell.com

719-648-0615

Who Needs an IT Service Desk Analyst ?

These People. Every. Single. One of Them.

The Constant Cost Optimization Target

• According to Gartner, IT Service Desk costs as a percent of IT costs is 5.8%, with the range scaling as high as 15%.

• 87% of IT Service Desk costs are personnel related, and the number is rising.

• This is easy, right?

Will AI Replace Your Service Desk Analyst?

60% of contacts to the IT service desk can be automated or resolved by the user.

• Password Resets

• FAQ’s

• Service Requests

• Status Updates

Replace? Not So Fast…

Of the 60% of contacts to the IT service desk that can be automated or resolved by the user, only 10% actually are.

• User Apathy

• Poor Self Service UI/X

• Speed to Resolution

• Impact to IT’s Value Proposition

Anytime. Anyplace. Any Platform.

Technical Advisory > Technical Support

2020 Focus: Technical Advisory

• Build your future IT service desk to support business users, not business applications.

• Mix traditional customer-focused skill sets, business acumen and technical skills.

• Archetype the analyst(s) the business goes to first.

Process Agnostic > Process Oriented

2020 Focus: Agile/Lean Methodologies

• Traditional ITSM frameworks may be too rigid to support the pace of change the business needs.

• Mix traditional frameworks with emerging frameworks, depending on the applications or systems supported.

Systems of Engagement > Systems of Record

2020 Focus: Flexible ITSM Solutions

• No single ITSM vendor will provide the features and functions required to support the analyst of the future.

• Focus near-term tool selection on the ability to easily integrate with current and future technologies, as opposed to meeting the needs of today.

Self Sufficiency > Customer Satisfaction

2020 Focus: Value Metrics & KPI’s

• Traditional service desk metrics such as FCR, Talk Time and Abandonment Rate will not be relevant in 2020 support models.

• The less the business comes to IT for support, the better. Focus on how well IT is enabling the business and the reduction of shadow IT.

Recap & Action Items

• AI will not replace your IT Service Desk Analyst, but your best Service Desk Analyst will use AI to be more efficient. Establish a solid knowledge management foundation to enable that collaboration to scale.

• The business will stop coming to IT for anything that’s not break/fix or overly complex. Design a IT outreach that focuses on proactive enablement and technical advisory. Think “Mobile Roaming Genius Bar”.

• No ONE single ITSM vendor will enable the IT organization of the future to achieve their AI-augmented reality. Place a higher emphasis on interoperability for the future, as opposed to current features and functions.