The Help Desk Is Dead,Go Re-invent YourselfMay 2013itSMF Minnesota LIG

Dan TurchinServiceNow | Sr. Director Product Management

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?

3

So who’s the short, nerdy dude?

4

“By 2017 the CMO will spend more on IT than the CIO.”Laura McClellanGartner Research

5

Are You Ready?

6

But first…

7

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

9

Want to stay relevant?

Service Delivery

Service Automatio

n

ReactiveProactive

Tactical Strategic

Obstacle Enabler

“The best way out is always through.”-Robert Frost

10

Case study #1: Facebook

11

Case study #2: Google

12

Case study #3: Omnicare

13

Case study #4: ALJ

14

The world in 2021

15

What’s ahead?

Consumerization

Gamification

Personalization

Machine learning

Sensor networks

Singularity

16

Technological singularity

17

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.

18

Three great reads

19

“Everything you can imagine is real.”-Pablo Picasso

Dan TurchinSr. Director Product Management

e: dan.turchin@servicenow.comp: (408)899-3954

m: (650)533-0918

20

Backup

21

The new IT

Real-Time CMDB

Data Certificatio

n

Service Impact

Management

Cloud Provisionin

g

Communication. Collaboration. Agility.

22

What Does It Mean To Have A Service-Driven Culture?

Measure. Monitor. Manage. Improve.

Correlate business impact with services

Assign owners and costs to services

Map infrastructure and applications to

services

23

Why Shift?

Reduce• Expenses• Downtime• Risk

Improve• Visibility• Customer satisfaction• Profitability

24

Plan Your Strategy

Consolidate your

app portfolio.

Empower employee

s with self-

service.

Automate key

processes.

Drive cultural

awareness.