knowledge 2018 - tech support

Knowledge 2018(The Next Three Years)

Brandon Caudle

For Techies. And CIOs. And Employees Who Generate Revenue

Manic Mondays

Scientists have identifiedthe “I forgot my password”brain cell

Fridays

It’s 2015, not 1985

Realistic Goals?• Nothing Breaks• Rapid Recovery • Resources

Dedicated to Developing New Products and Sales

= Higher Productivity= Increased Revenue= Organizational Growth

Automation• 100% Self Service

Ordering• 100% Auto-returns• Work is back end • Dev and Labor

(working towards auto /robotic)

WIIFM?• Relative to Tech Support World– Hardware– Access and Requests– Software– RFI / How To

Hardware Reduction• Issues, Break / Fix

– Declining – Backend Work

• Lifecycle– Up to Date Tech

removes ‘Want’ Reason

– Virtual Removes Configuration Time

– Onus on End User Revenue Generator

Image - Thank you, Facebook

Access / Request• 99.9% Automation• Security MUST

understand Business– CISO report to CFO– Customer Guidance

Program • Hire Better Designers– Must Speak Human

Software Challenges• Better Design• Perfect Releases• Develop Self Heal• Dev Owns Support– Route Straight to

Dev– Dev VP Report to

Customer / CFO– Cost of Each Error

Crowd Source Support

What About the Service Desk?• Liason Between

Business and Tech– MUST Understand

Business• Design, Maintain

Self Service Platform, Processes

• Train Customers

Requirement• C-level understanding• 2-3 year Commitment• Dedicated Resources• Strategic Plan • Funding

www.brandoncaudle.com