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

• email

• form

• chat

open message

• internal

• open forum

• Facebook

• Twitter

• LinkedIn

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