using itsm to increase it customer satisfaction
TRANSCRIPT
1
Axios Systems Webinar
Stephen MannSenior Analyst, Forrester Research, Inc40 Minute Presentation.
“Using ITSM to Increase Business User Satisfaction and the Perception of IT”
Joe BeighleyBusiness Solutions Consultant, Axios SystemsFacilitator and Q&A
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
Join the LinkedIn Conversation: j.mp/XX4hztOr search LinkedIn Groups: “How to Increase IT Customer Satisfaction”
#ITsatisfaction
The Webinar will start shortly
2
Axios Systems Webinar
Stephen MannSenior Analyst, Forrester Research, Inc40 Minute Presentation.
“Using ITSM to Increase Business User Satisfaction and the Perception of IT”
Joe BeighleyBusiness Solutions Consultant, Axios SystemsFacilitator and Q&A
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
Join the LinkedIn Conversation: j.mp/XX4hztOr search LinkedIn Groups: “How to Increase IT Customer Satisfaction”
#ITsatisfaction
© 2012 Forrester Research, Inc. Reproduction Prohibited
Coverage
Scene setting – where are we now?
The rising importance of “the customer” and “business value”
Using ITSM to better serve and meet customer needs (and expectations)
Customer-centricity and Outside-In
Recommendations
4© 2012 Forrester Research, Inc. Reproduction Prohibited
Scene setting – where are we now?
And are we adding sufficient business value?
CEOs See Technology As The Most Critical External Force Affecting Their Firms
IT’s Self-Assessment Is More Positive Than Business Executives’ View Of IT
May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
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Complexity
The latest big disruption = complexity
201220112010200920082007
Virtualization
Cloud
Consumerization
Social Media
AccelerantReal Complexity
ManualAbility
Theoretical
Increasing customer
demand and expectations
Key IT Service Delivery Challenges: High-Level View
• IT cost transparency and value demonstration.
#1 Increased Business Scrutiny
• Agility, availability, “hardware,” and support and customer service.
#2 Increased Business Expectations
• Cloud per se, mobility, and governance.#3 Increased Business and IT Complexity
Source: http://blogs.forrester.com/stephen_mann/11-12-16-top_10_it_service_management_challenges_for_2012_more_emphasis_on_the_service_and_the_management
Are our people technology-centric & is IT success measured at the wrong point?
Image source: http://3.bp.blogspot.com/-dYwHjcPte6Y/T4qaHCT-EtI/AAAAAAAAPiY/hheYWCAvixE/s320/pizza.jpg
© 2012 Forrester Research, Inc. Reproduction Prohibited
2012 ITSM process maturity
By Current State, Least Mature By Desired State, Most Mature
* Maturity results collected from 40 VPs of IT infrastructure and operations at +$1b corporations.
cc
11© 2012 Forrester Research, Inc. Reproduction Prohibited
Service desk vendor satisfaction is dropping
N=178
What is your current state with service desk?
32% 68%
41% 59%
14% 86%
36% 63%
MajorVendors
SmallerVendors
SaaS
Homebrew
69%
71%
96%
71%
29%
31%
4%
29%
Source: Forrester/itSMF USA ITSM Survey 2012
12© 2012 Forrester Research, Inc. Reproduction Prohibited
The rising importance of “the customer” and “business value”
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Survey: Question 1
Q. Do you consider the people that consume your IT services to be:
1. End Users
2. Internal Customers
3. Business Users
4. Other
What is (IT) Service Management?
“The implementation and management of quality IT services that meet the needs of the business.” ~ ITIL
“A discipline for managing IT systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.” ~ Wikipedia (Charlie Betz)
“Service management is a systematic method for managing the offering, contracting and provisioning of services to customers, at a known quality, cost and designed experience. Service management ensures the desired results and customer satisfaction levels are achieved cost effectively, ...” ~ USMBOK
BUSINESS VALUE
Where Does Your Organization Fit?
TechnologyCentric
ServiceCentric
CustomerCentric
Evolve through this progression but aim high!
AimHere
Where do your customers think you are?
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Survey: Question 2
Q. Do you consider your IT department to be:
1. Technology-centric
2. Service-centric
3. Customer-centric
I’ve got the wrong focus and I’m using the wrong language
What does the business expect from IT? What do they see as delivered “value”?Other than high-quality, business-enabling IT services:
Increase revenue/margins/profit and/or decrease costs
Help attract and retain customers
Deliver operational efficiency to the business units
Help accomplish business goals
Deliver competitive advantage
Maybe something about QoS?
Importantly, we need to ask them
20© 2012 Forrester Research, Inc. Reproduction Prohibited
Using ITSM to better serve and meet customer needs (and expectations)
Does This Look Familiar?
Source: www.dilbert.com
The General Benefits Of Service Management And Automation
June 2012 “Sustain Service Management And Automation Funding”
The General Benefits Of Service Management And Automation
June 2012 “Sustain Service Management And Automation Funding”
© 2012 Forrester Research, Inc. Reproduction Prohibited
Support the PEOPLE not the technology!
25© 2012 Forrester Research, Inc. Reproduction Prohibited
Customer-centricity and Outside-In
And moving the IT organization forward
The USMBOK “mantra”
1. "What business are we in?" 2. "Who do we serve?" 3. "How can we help our
customers succeed?"
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Where are we and were do we need to be? I smell metrics.
10 common mistakes with metrics
1. “Metrics for metrics sake”
2. Too many metrics
3. Measuring the easy things
4. Focusing internally rather than from a business POV
5. Thinking that all metrics were born equal
6. Trusting benchmarks
7. Metrics are poorly reported
8. Ignoring behavioural issues
9. Old metrics never die
10.Not understanding what metrics really mean
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Blog: http://blogs.forrester.com/stephen_mann/12-06-20-where_it_metrics_go_wrong_13_issues_to_avoid
Let’s look at our “Success”
IT thinks … The business thinks …Incident Volumes: “Yay we have dealt with 4000 incidents this month”
“Oh, you have failed us 4000 times this month”
FCR: “We have achieved a stellar 70% FCR rate in December”
“If you can’t help me, please pass me onto someone who can … I don’t have 45 minutes for you to try things”
Call Response Time: “We answer 90% of calls within 20 seconds”
“Why does it take me 3 minutes to get through the interactive options before I speak to a human?” (FCR-driven?)
Availability:“We have 99.97% availability on critical services”
“It’s a shame the 0.03% is when we really need it to be working”
Staff training:“100% of our service desk agents are ITIL trained”
“I don’t need to ask them a question on ITIL I need them to help me. Yes, me the customer”
Take a balanced view of performance
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Metrics Should Track Three Key Things Customers Want From An Experience
January 2011 “Perception Is Reality When Measuring Customer Experience”
Forrester Customer Experience Index
Thinking of your interactions over the last 90 days
1.How effective was [insert company name] at meeting your needs?
2.How easy was [insert company name] to do business with?
3.How enjoyable was [insert company name] to do business with?
Adapted for IT departments?
Thinking of your interactions over the last 90 days
1.How effective was your IT department at meeting your needs?
2.How easy was your IT department to engage (do business) with?
3.How enjoyable was your IT department to engage (do business) with?
NPS scoring
"IT consistently provides me with the tools and services I need to do my job effectively"
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Survey: Question 3
Q. Are you currently using a customer satisfaction metric to
measure IT performance? 1. Net Promoter Score (NPS)
2. C-SAT
3. Our own customer satisfaction metrics
4. None
Recommendations
In the
next 90
days . . .
Stop doing. Stop talking. And Listen. What do your customers think of you and your services?
Consider how you have formulated your Grand Plan for IT – is it based on what your customers want/need or what you think they want/need?
Look closely at your service desk. Is it what’s needed or what you think you should provide?
Review your metrics. Are you inside-out and what are you actually doing with the data?
Ask you customers how your can improve. And better manage expectations on both sides.
Make a commitment to becoming the IT organization your employer and colleagues deserve.
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Survey: Question 4
Q. Do you have an agenda to improve business user satisfaction in
the next 12 months? 1. Yes
2. No
3. We do now!
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Using ITSM to Increase Business User Satisfaction
Stephen MannSenior Analyst, Forrester Research, Inc.
YOU WILL RECEIVE A LINK TO THE SLIDE-DECK AND RECORDING VIA EMAIL WITHIN 24 HOURS
Joe BeighleyBusiness Solutions Consultant, Axios Systems
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
Join the LinkedIn Conversation: j.mp/XX4hztOr search LinkedIn Groups: “How to Increase IT Customer Satisfaction”
#ITsatisfaction
40
Axios Systems Webinar
Karen FerrisDirector, Macanta Consulting
NEXT MONTH’S WEBINAR TOPIC… “Migrating to a New ITSM Solution”
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
Barry CrosbyBusiness Solutions Consultant, Axios
REGISTER NOW AT: http://j.mp/ZIaxlE
Or go to www.axiossystems.com
Clive KeylardApplication Support Leader, University of Canterbury