Presentation for #TFT12: Service Desk 2.0 is a vision of the future IT support. Service Desk 2.0 is a vision of the future IT support. Service Desk 2.0 is a vision of the future IT support. In this presentation you will hear why this is going to happen, what it is going to mean to the SD professional and how to prepare for it. See Aale's TFT speaker board on Pinterest: http://pinterest.com/servicedesk/aale-roos/

1. Service Desk 2.0
Aale roos

2. Service Desk 2.0
Aale Roos, Pohjoisviitta Oy, @aalem
Review by James Finister, TCS,
@jimbofin
Copyright © Pohjoisviitta Oy 2012

3. Aale Roos
• MSc Statistics
• ITIL Service Manager & Expert
• ISO 20000 Consultant
• EXIN Professional
• Speaker at
– Pink11
– itSMF: Finland11, Russia12, UK12, Estonia12
– TFT12
• ITSM person of the year 2012 by itSMF
Finland

4. What changes affect SD?

5. Three things

6. People
Not afraid of
technology
Have more choice
Want to solve problems themself

7. Business
World is small, one click away
Services, not products
Easy to switch
Free service requires support

8. Tools
Easy to use, less support
Consumer tools
Consumers have rights

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

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

11. SO?
Support becomes
a new business
From fixing
broken parts….
….to offering
new capabilities

12. This is already happening
• People search first
• No simple cases
• Expect expert service

13. 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/

14. HOW?

15. New goal
New practices
Social media

16. Goal & mission
The goal of support is
to provide value
by helping customers to use services
to do their jobs better.

17. What is best practice?
Cynefin framework 2011

18. New practices
ITIL is not clear A failed disk is
• Event Infra vendor
• Incident
Service request
Service Provider
• Major incident Event
• Problem Incident Service Desk
• Service Catastrophe Customer
Request

19. We need better processes
fault management = incident mgmt ?
service
fault observed repair
restored
customer service = ?
customer satisfied
taken care
problem customer

20. Standard & Case
• Adaptive case management
• Information centric
• Different
• Rules
• Multiple sources

21. Many channels
• email
private • form
message • chat
• internal
• open forum
open • Facebook
message • Twitter
• LinkedIn
• phone
direct • visit
contact • other meeting

22. Many sources of support
Business Self
support service
SD
official

23. Many sources of support
Colleagues
Business
support
Self Social
service Media
Specialist
teams SD
Infra
support
Ext. Infra
support
un-official

24. Community & Support
Colleagues
Business
support Social
Self Media
Specialist service
teams
Infra
support SD
Ext. Infra
support

25. Many activities
Social Media management Self Service management
Discussions FAQ
Moderation Knowledgebase
Classify & prioritize contacts
Handle standard tickets
Solve cases

26. Make social media work for you
• Self service and peer support =>
default
• Tools will have to facilitate this

27. Cases
• Cisco Finland
–BYOD – support forum
–-25 % costs
–+100% customer satisfaction
• Automattic
–20 M customers
–50 K contacts/month
–10 Happiness Engineers

28. Is this easy?
No, but
more support,
more knowledge,
solutions visible and reusable
= better service
@lower cost

29. aae
WITH THANKS TO OUR SPONSOR
bmc Itsm Software
#TFT returns may 2013