why should it have all the fun? service catalogue for non-it functions
TRANSCRIPT
Why should IT have
ALL THE FUN?Service catalogue for non-IT functions
Girish Mathrubootham
CEO
Freshdesk
Founded in 2010
400+ employees
45,000+ customers in 140 countries
launched in 2013
Rise of the IT service catalogue
Understanding the dynamics of the IT team
Nobody notices what we do until we don’t do it
The problem with Email
7
Users understand the range of services offered by IT and respect IT
The Service Catalogue Marketing of IT Services
The Service Catalogue Marketing of IT Services
vs
The Service Catalogue – Benefits
Improve Customer Satisfaction with better expectation management Accurate information capture Increase Efficiency with automated workflows Better Reporting
vs
Understanding the service catalog ecosystem
Service request catalogue & self-service
Workflow & Automation
Service Portfolio Management
Reporting & Financial Management
Making the case of extending the Service Catalogue beyond IT
Business Support Services
Security
Marketing Cust. Support
DevOps
HR
Facilities Finance
Legal
Sales-ops
Dynamics of Business Services team is similar to IT
Small Team
Stretched thin Working Hard
Thankless job, Not appreciated
Using Email for Business Services is
TERRIBLE
New Hire
• Payroll • HR • IT • Admin
Travel
• Admin • Accounts • IT
Employee leaving
• Payroll • HR • IT • Admin
New Asset
• IT • Purchase • Accounts
Request Management crosses IT boundaries
Increase in Service Requests which involves multiple departments
“The consumerization of IT is really about societal change”
“The consumerization of IT” - The next-generation CIO, PwC, 2011
The Consumerization of ITis not just a new device or an app, but the CX
Searching on Google
Shopping on Amazon
Tracking via FedEx
Always on mobile
#hashtags @mentions
Enterprise Apps need to
redefine the CX
Service Catalogue is the killer tool for Business Support Services
Focus on User experience & Self Service Mobile
Automated workflows Better Reporting & Metrics
Best Practices to consider when implementing a Service Catalogue
Start Small & iterate Get buy-‐in from people
Focus on getting one critical business process right
Get Customer Feedback
”Really puts self service and power in our users hands to request what they want and
automate the process completely. They don't have to spend a lot of
time putting in a ticket and explaining what they want. It's a
system that we can replicate over and over and that makes it really
easy.”
Service catalogue for employees to request
training.
