Post on 10-Dec-2014
description
Service Desk 2.0 Aale roos
Service Desk 2.0
Aale Roos, Pohjoisviitta Oy, @aalem
Review by James Finister, TCS, @jimbofin
Copyright © Pohjoisviitta Oy 2012
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
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
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 services
to do their jobs better.
What is best practice?
Cynefin framework 2011
New practices
ITIL is not clear • Event • Incident • Major incident • Problem
• Service Request
Service request
Event
Incident
Catastrophe
A failed disk is
Infra vendor
Service Provider
Service Desk
Customer
fault observed repair service
restored
customer problem
taken care satisfied
customer
fault management = incident mgmt ?
customer service = ?
We need better processes
Standard & Case
• Adaptive case management
• Information centric
• Different
• Rules
• Multiple sources
Many channels
private message
• form
• chat
open message
• internal
• open forum
direct contact
• phone
• visit
• other meeting
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
Many activities
Classify & prioritize contacts Handle standard tickets
Solve cases
Social Media management Discussions Moderation
Self Service management FAQ
Knowledgebase
Make social media work for you
• Self service and peer support => default
• Tools will have to facilitate this
Cases
• Cisco Finland –BYOD – support forum –-25 % costs –+100% customer satisfaction
• Automattic –20 M customers –50 K contacts/month –10 Happiness Engineers
Is this easy?
No, but more support,
more knowledge, solutions visible and reusable
= better service @lower cost
aae
WITH THANKS TO OUR SPONSOR bmc Itsm Software
#TFT returns may 2013