SESSION 304

Wednesday, May 10, 3:00pm - 4:00pm Track: Service Desk Masters

Next-Generation Service and Support in a Cloud-First World John Clark IT Service Management Architect, Microsoft Corporation joclark@microsoft.com

Session Description Organizations that deploy traditional support against cloud adoption typically see a decrease in value and an increase in poor support experiences within the organization. That’s why Microsoft has evolved something it calls "Modern Service Management." It's not a framework or licensed software, but rather a different lens to look through when making decisions about ITSM and cloud services. This session clues you in on all of Microsoft’s latest recommendations, including specific guidance on changes to the service desk and support model. You’ll take home tools and templates on service mapping, role guidance, monitoring, and more to use in your organization.

Speaker Background John Clark is an ITSM service management architect with the Microsoft Americas ITSM practice and a subject matter expert in the Modern Service Management Worldwide Community. In his current role, John is responsible for shaping opportunities with customers seeking to apply or enable ITSM improvements. John has received several honors in recent years, including being selected for the WW ITSM Communities Award, the Sr. Technology Leadership Program (2014), and the Americas Gold Club (2016). He is also a past president of the Ohio Valley itSMF USA LIG and a former LIG of the Year recipient.

Session 304: Next-Generation Service and Support in a Cloud-First

World

John M. Clark

@CyberJMC66 @MicrosoftITSM

joclark@microsoft.com

Big Messages

Traditional Service and Support Models Struggle to Demonstrate value

“Mobile-First Cloud-First” Drives

Additional Challenges

Modernize ITSM/IT –Provides Greater

Employee/Associate Experience with

Customer Obsession

Emerging Technologies and Approaches

Provide Better Customer Experience

Going Digital…

Digital Transformation

How to think about Digital Transformation

Personalized shopping experiences

Social media integration

Omni-channel delivery

Customer service automation

Engage your customers

Digital learning systems

Self-service HR

Social sharing/collaboration

BYOD as the standard

Empower your employees

Predictive maintenance

Data-driven supply chain & logistics

Remote monitoring

Automated track

Optimize your operations

Crowdsourced R&D

Real-time product feedback

Rapid prototyping

Product digitization

Transform your products

Common Problems with Contemporary Service & Support

• Lacking “Customer Obsession” • Fragmented and siloed teams• Limited “end to end” Service

Visibility • Poor staffing models• Telephone focused

• Automation tools used to back drop manual efforts not available to service and support.

• Knowledge often not shared among silos within the organization.

What’s the quality and value of your service desk, service and

support organization?

Is the support experience of an employee or associate ‘customer obsessed’?

New Demands of Mobile-First/Cloud-First World

• Strong Cloud Operations

• Automation

• Change Velocity and Volume

• End to End Service Visibility

• Mobile Development

• Controlling things you cannot control

• Cloud scale

• Technology Diversity

• Telemetry and Monitoring

Modern Service Management

A lens, intended to focus ITSM experts around the globe on the most important outcomes that evolve our customers from legacy, traditional IT models toward easier, more efficient, cost effective and agile service structures

– Microsoft 2016

Modern Service Management

Modern Service Management

12 Steps to Modern Service Management

Example: Change Management

Enable/SupportEnforce/Control

Controlled & central responsibility Freedom & delegated responsibility

Modern Service Management/DevOps

Outperforming

teams are 54%more

likely

to

DevOps was initiated by

more development teams than IT Ops

teams (~40% vs. ~33%)

Responding to

ongoing needs for

efficiency and growthKeeping all

systems safe and secure

IT decision

makers are still

unfamiliar with

the term DevOps

Dual goals

IT Ops

of development budgets for software, IT

staff, and external professional services

will be consumed by poor requirements41%

6

Developers

26.7%No executive support

56.7%Cultural inhibitors

43.3%Fragmented processes

Collaboration blockers

1 in

Agile methodologieshave adopted

3/4 of teams

… for companies that try

to adapt their existingtools

for DevOps practices

80% failure rate …

Business

A bug caught in production costs

than the same bug found earlier

in the development cycle

100x more

The average hourly

cost of infrastructure

failure is $100,000

per hour

It takes on average

200 minutes to

diagnose and repair

a production issue

IT drives

business

success!

High IT performance

correlates with strong

business performance;

helps boost productivity,

market share, and profit

40%of implementations are reworked

because they don’t meet the original

user requirements

CIOs70 %

to reduce

IT costs

Would

increase

risk

and accelerate

business agility

of

What Should Support Look Like?

Consolidated Millenialized

Artificially

Intelligent

Automated

Consolidated

Consolidation of “Service and Support” Across the Enterprise• Less about “Ticketing” more about “Customer Care”

and customer obsession• Combine IT, HR, business, support, action into single

organization• Leverage common knowledge base that are able to

syndicate knowledge from other sources• One stop to shop / One point of contact• Eliminate “white space” issues in the organization• Consolidated, Multi-Channel Interface

Consolidated

What works in Customer Care, works in ITSM• Multi-channel support can improve customer satisfaction

by 36% (Forrester)

• 86% of customers are willing to pay more for a better customer experience (Fortune)

• 70% increase in use of social channels for service

Consolidated

Benefits of Consolidation• Decrease Average Handle Time (AHT) with automation

• Increase agent satisfaction by making job easier

• Improve customer satisfaction with fewer errors

• Decrease training as processes become automated

• Reduce complexity with session management construct

• Automate input and hide screens to streamline agent work

• Ability to execute a business workflow across multiple line of business applications

Automated

Cloud Driven Modernization / Commoditization• Automation back dropped by human effort vs. human

effort back dropped with automation

• Reduced risks, lead times, improved quality

• Increase value of human resources where they are needed

• DevOps/MSM/Release Pipeline reduce outages and support issues

• End user automation capabilities

Automated (Automation)

Service Strategy

Service Design & Build Se

rvic

e Tr

ansi

tio

n

Service Operations

(Improvement)Retirement

Service Lifecycle

Automated (Release pipeline)

Automated (Service Map)

Millenialized

Increasing Knowledge of employees and associates and greater desire to automate/ self-serve• Multi-Screen, Multi-Modality

• Any time, Any place

• Personalized

• Social/Collaborative

Millennials / Greater Sophistication

• over 47.4MM 18-34 year olds online representing 170B in purchasing power

• 83% Multi-Screen (including “big”) vs (vs 56% of non-Millennials)

• Millennials over-index for all multi-screening pathways compared to US averages.– Multi-tasking

• (79% vs 60% content grazing)

– Spider-webbing

• Investigative (72% vs 51%)

• Social (64% vs 41%)

– Intent-based

• Quantum (67% vs 45%)

Technologies that allow greater percentages of service and support demand to be handled without human intervention.

Artificially Intelligent

• Cognitive Capabilities in Customer Care and Support

• Important for portal and non-portal needs

• Visual, Speech, Language, Knowledge and Search oriented

• Automation on backend

Conversation as a Platform

Conversation as a Platform

CaaP Example

Did the customer need to “annunciate” or

speak perfect English for the Bot to understand?

How many more customers could a

single agent handle with CaaP

“augmentation”?

The Bot parameterized the order correctly –

at this point could the order be fulfilled

through automation?

How much happier would customers be if Fast Food companies / Service Desks got their requests right the first

time?

CaaP Example – Questions…

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