the help desk is dead - misac 2013 - dan turchin
DESCRIPTION
The help desk is ahead... now go reinvent yourself.TRANSCRIPT
![Page 1: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/1.jpg)
The Help Desk Is Dead,Go Re-invent YourselfOctober 2013MISAC
Dan TurchinServiceNow | Sr. Director Product Management
![Page 2: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/2.jpg)
2
The Help Desk is Dead
1. How’s the world changing?
2. What are the cultural implications of mobile and social?
3. What technology trends are driving IT innovation?
4. How do I remain relevant in the next decade?
![Page 3: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/3.jpg)
3
So who’s the short, nerdy dude?
![Page 4: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/4.jpg)
4
“By 2017 the CMO will spend more on IT than the CIO.”Laura McClellanGartner Research
![Page 5: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/5.jpg)
5
Are You Ready?
![Page 8: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/8.jpg)
8
Millennials in the workplace
Millennials…1. Have never used a land line, fax machine, or dial-
up modem
2. Get answers online, often on social networks
3. Use a personal mobile device for business
4. Don’t work in an office
5. Don’t compartmentalize work and life
![Page 9: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/9.jpg)
9
Want to stay relevant?
Service Delivery
Service Automatio
n
ReactiveProactive
Tactical Strategic
Obstacle Enabler
“The best way out is always through.”-Robert Frost
![Page 10: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/10.jpg)
10
Case study #1: Facebook
![Page 11: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/11.jpg)
11
Case study #2: Google
![Page 12: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/12.jpg)
12
Case study #3: Omnicare
![Page 14: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/14.jpg)
14
What’s ahead?
Consumerization
Gamification
Personalization
Machine learning
Sensor networks
Singularity
![Page 15: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/15.jpg)
15
Technological singularity
![Page 16: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/16.jpg)
16
Create a culture of innovation
Reward good ideas.• Gamify your KPIs.• Start a hack-a-thon.
Re-think your workspace.• Create ad hoc meeting spaces.• Paint the walls.
Cultivate a bias for action.• Produce something every two weeks.• Don’t let great be the enemy of good.
Be the new IT.• Trust unproven talent.• Be a catalyst. Not a reactant.
![Page 18: The Help Desk is Dead - MISAC 2013 - Dan Turchin](https://reader036.vdocument.in/reader036/viewer/2022070301/54585d0aaf795998788b542b/html5/thumbnails/18.jpg)
18
“Everything you can imagine is real.”-Pablo Picasso
Dan TurchinSr. Director Product Management
e: [email protected]: (408)899-3954
m: (650)533-0918