In an era that is seeing businesses transform themselves from a slow, paper-based organization to a fast, reactive digital enterprise, not ensuring that your help desk stays up to keep pace with your business goals and needs can be a crippling and, ultimately, costly detriment to your company. Join George Spalding, Executive Vice President of Pink Elephant, and Adam OBrien, Product Marketing Manager for SunView Software, as they take a look at 5 key ways you can avoid the death of your service desk while optimizing your platform to meet the demands of today's high speed digital enterprise.

1. +
Hosted By:
Adam OBrien
Product Marketing Manager
SunView Software
aobrien@sunviewsoftware.com
Presented By:
George Spalding
Vice President, Pink Elephant
Your Service Desk Is Dying

2. Housekeeping
2
• This webinar will be available shortly after its conclusion
• Share this webinar and check out the supplemental guide ’25
Requirements for a Service Desk Solution’
• Have a question regarding anything that is covered during this
webinar? Use the BrightTalk ‘Ask A Question’ window to submit
your question to the webinar panel!

3. Today’s Presenters
3
Adam OBrien - Host
Product Marketing Manager – SunView Software
@theadamobrien
aobrien@sunviewsoftware.com
George Spalding - Presenter
Executive Vice President – Pink Elephant
Co-author, ITIL V3 Continual Service Improvement core volume
2012 Ron Muns Lifetime Achievement Award Winner
@gspalding11

4. Agenda
4
 Your Service Desk Is Dying… Unless
 5 Ways to Optimize Your Service Desk
for the Digital Enterprise
 Opportunities and Next Steps
 Q&A

5. Poll Question
5
What is your service desk’s biggest challenge with
adapting to the needs of the digital enterprise?

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Your Service Desk Is Dying… Unless
Meeting the needs of the new workforce will require IT
change, especially in the age of consumer-like IT
services
PROFILE IMPACT ON IT
Tech Savvy Tech Critic
Consumer Tech Shadow IT, App Stores
Mobile Preference Mobile Access, BYOD
Search First Self-Service; Self-Support
Like Collaboration Collaboration Enablement
Feedback Centric Sentiment Capture
Anti- Bureaucratic DevOps Style Development

7. Pink Elephant – Leading The Way In IT Management Best Practices
5 Ways to Optimize Your Service
Desk for the Digital Enterprise
George Spalding
Executive Vice President
Pink Elephant

8. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The Service Desk is the Last Resort
Instead of contacting the Service Desk,
54% of workers will seek out the Internet,
coworkers, local tech support, or their peers.
(Source: HP)

9. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The Service Desk is the Last Resort
• Collaboration becomes a viable alternative for users
• Most users feel the current Service Desk processes are
“clunky” and outdated
• Self-Service initiatives are failing

10. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
Today’s Millennial Workforce Drives Support Behavior
• Millennials now make up over 50% of the workforce
– 18-33 years old
– Social
– Technology savvy
– High expectations
– Value their time

11. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
Millennials Are Different
• Collaboration platforms become the norm
• Social Media becomes a Service Desk tool
• Self-Service becomes a MEDIA provider
• All solutions are mobile-enabled

12. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
Does the Service Desk need a Desk?
• We tend to think of mobile as a CLIENT solution
• Mobile should also be a PROVIDER solution
• ITIL has always viewed the Service Desk as a function –
not a process, and certainly not a place
• We need full functionality “on the road”

13. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The Internet of Things (IoT) Changes SD Role
• The value of the Service Desk will grow according to
its tracking ability (of physical assets) and its ability
to provide real-time status information on those
assets
• Proactivity for Productivity
• Proactive Problem Management, Incident
avoidance, and up-to-the-minute status

14. © Pink Elephant, 2016. All Rights Reserved.5 Ways to Optimize Your Service Desk for the Digital Enterprise
The ROI of Service Desk
• People: Number of staff to perform the assigned task
• Process: Mature Incident Management & Request
Fulfillment is only the beginning
• Technology: Tool for the long haul – integration with other
processes, etc.
• If the only goal of the SD is Incident resolution, they will
become irrelevant as IT maturity increases
• The real ROI comes from increasing productivity for the
Enterprise

15. 15
Adam OBrien
• Product Marketing Manager
• SunView Software
@theAdamOBrien

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Opportunity

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Consumer-Like
Interfaces
User-Centric
Service Delivery
Support
Mobile
Capture
Feedback
Service Desk for a New Generation of Users

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Service Desk for a New Generation of Users
Ironing out the kinks in a service desk's
appearance and functionality keeps
users communicating through a single
channel rather than seeking out
alternatives.

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Next Steps
• Get the right Service Desk solution
• Implement Service Request processes for common requests
• Leverage automation to streamline request/incident handling
• Improve Self-Service experience with user-centric design
• Take advantage of Knowledge Management to reduce time to
resolution and provide point of request help
Improve Employee Engagement - Be more Agile

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Best-Value Service Management Platform
for Any Size Organization
 ITIL-Based Processes
 Codeless Configurations
 Persona-Based Dashboards
 Powerful Automations
 Responsive Design Self-Service

21. 21
Get Connected
Do you have any personal experience or additional
questions regarding the topics we covered today?
Get into the discussion:
• Tweet to: @TheAdamOBrien,@SunViewSoftware, or
@theitilexperts
• Email: aobrien@sunviewsoftware.com

22. 22
Q&A

23. Thank You!
If you would like to find out more visit
www.SunViewSoftware.com
LinkedIn.com/companies/sunview-software-inc-
Twitter.com/SunViewSoftware
Facebook.com/SunViewSoftware