service desk 2.0, the new generation support model

Service Desk 2.0itSMF Estonia 11.12.13

Aale Roos, Pohjoisviitta Oy, @aalemReview by James Finister, TCS,

@jimbofinCopyright © Pohjoisviitta Oy 2013

Aale Roos• MSc Statistics• ITIL Service Manager & Expert• ISO 20000 Consultant• EXIN Professional• Speaker at–Pink11– itSMF: Finland11, Russia12, UK12,

Estonia12, Finland13, Australia13, Belarus13, Estonia13, Sweden13 –TFT12, ITSM Nordic Podcast Top Of the World

• ITSM person of the year 2012 by itSMF Finland

What changes affect SD?

Three things

People

Not afraid of technology

Want to solve problems themself

Have more choice

Business

Easy to switch

World is small, one click away

Services, not products

Free service requires support

Tools

Consumers have rights

Easy to use, less support

Consumer tools

• The Service/Help Desk was introduced in the 1980´s to support growing IT use and PC’s

Technology is changing

Before

• Cars were unreliable but easy to fix• Service station + car mechanic solved incidents

Before

• PC:s were unreliable but easy to fix • Help desk and desk side support solved incidents

SO?

Support becomes a new business

From fixing broken parts….

….to offering new capabilities

• People search first• No simple cases• Expect expert service

This is already happening

Service Desk 2.0

• ITIL Service Desk was already obsolete in 2000• Service Desk 2.0 is an attempt to look beyond ITIL.

http://pohjoisviitta.wordpress.com/service-desk-2-0-the-new-support-function/

HOW?

New goal

New practices

Social media

Goal & mission

The goal of support is

to provide value

by helping customers to use technology

to do their jobs better.

New goals

ACTIVITY• Number of incidents

solved• Availability• 1st level solution rate

VALUE• New business• Cost savings• Lack of problems &

interruptions

fault observed repairservice

restored

customer problem taken care

satisfiedcustomer

fault management = incident mgmt ?

customer service = ?

We need better processes

Improve processes – unlearn ITIL

Standard & Case

• A process can manage standard events• Cases are complicated and different• Adaptive case management– Information centric– Rules– Multiple sources– Takes more time

Analysis

Process

Rules

Many sources of support

Business support

Self service

SD

official

Many sources of support

Business support

Self service

Infra support

Specialist teams

Social Media

Ext. Infra

support

SD

Colleagues

un-official

Community & Support

Colleagues

Business support

Self service

Infra support

Specialist teams

Social Media

Ext. Infra

support

SD

Make social media work for you

• Self service and peer support => default• Tools will have to facilitate this

Oscar Berg @oscarberg

• In the 1950s, executives feared the bathroom: employees will waste productive time.

• In the 1970s, executives feared the telephone:• In the 1980s, executives feared email:• In the 1990s, executives feared Internet access:• In the 2000s, executives fear social media:• In the 2010s, executives fear BYOD

Toby Ward & Chris Dancy

#KnowNow

“Institutions will try to preserve the problem to which they are the solution.” – C. Shirky

#KnowNow

Many channels

private message

• email• form• chat

open message

• internal• open forum• Facebook• Twitter• LinkedIn

direct contact

• phone• visit• other meeting

Many activities

Classify & prioritize contactsHandle standard tickets

Solve cases

Social Media managementDiscussionsModeration

Self Service managementFAQ

Knowledgebase

Cases

• Cisco Finland–BYOD – support forum–-25 % costs –+100% customer satisfaction

• Automattic - WordPress–20 M customers–50 K contacts/month–10 Happiness Engineers

Is this easy?

No, butmore support,

more knowledge,solutions visible and reusable

= better service @lower cost