5 Ways to Improve Service Delivery While Reducing Costs

5 Ways to Improve Service Delivery While Reducing Costs

Stephen MannPrincipal Analyst, ITSM.toolsEmail: stephen@ITSM.tools Twitter: @stephenmann @ITSM_tools

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Today’s Presenters

Jaime Spector• Product Marketing Manager• SunView Software• jspector@sunviewsoftware.com @SunViewSoftware

Stephen Mann• Principal Analyst• ITSM.tools• stephen@ITSM.tools @stephenmann |@ITSM_tools

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Housekeeping

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Agenda• Stephen Mann Presentation: 5 Ways to Improve

Service Delivery While Reducing Costs

• Key Opportunity – The Smart Service Desk

• 5 Applications of a Smart Service Desk

• Q&A

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5 Ways to Improve Service Delivery While Reducing Costs

Presented by: Stephen Mann

Coverage

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• Scene-setting• Exploiting automation• Improving service desk performance while reducing costs • Better matching services and service levels to needs and value• Better IT asset management• Financial management that focuses on the right things• Key takeaways

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“Run IT as a business”Vs.

“Run IT like a business”

What Running IT Like a Business Really Means

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• Understanding customer needs and wants• Delivering high quality services, support, and

customer service• Knowing what individual IT services cost and what

drives these costs• Effective financial stewardship to minimize costs

while not adversely affecting service quality

5 Opportunities for IT Organizations to Improve

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1. Exploiting automation2. Improving service desk performance while reducing

costs 3. Better matching services and service levels to needs

and value4. Better IT asset management5. Financial management that focuses on the right things

1. Exploiting Automation

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Automation Benefits

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• Increased speed of execution • Improved customer experience • Cost reductions• Reduced human intervention • Reduced “human error”• Increased task adaptability

Machine Learning Opportunities

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1. More efficient support 2. Identifying and predicting issues 3. Orchestration enhancement 4. Predicting future demand for IT 5. Improved knowledge management 6. Automated continuous service improvement

2. Improving SD Performance While Reducing Costs

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Key Service Desk Opportunities

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1. Automation 2. Self-service and self-help 3. Live chat and remote support 4. Knowledge management 5. IT asset management

3. Better Matching Services to Needs and Value

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1. Is your IT organization providing, and paying for, low value services?

2. Would customers be upset if they knew how much particular “low value” services cost the business?

Business Relationship Management

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1. Demand shaping 2. Exploring3. Servicing 4. Value realization

Service Portfolio Management

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1. The more traditional view of “the portfolio of services that needs to me managed” – the sum of the service pipeline, service catalog, and retired services.

2. The alternative view of “the portfolio management of services” in a similar way to which large companies use “project portfolio management” tools and techniques for their projects and programs.

Benefits of PPM-Style Service Portfolio Management

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• Improving control over, and reducing, IT costs• Helping to demonstrate the value that IT services,

and IT as a whole, delivers to the business• Providing governance-dictated visibility into the use

of financial and people resources• Improving decision-making and demand

management capabilities

4. Better IT Asset Management

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Benefits of IT Asset Management

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1. Reduced costs 2. Improved operational efficiency 3. Higher-quality IT services and a better customer

experience 4. Improved governance, risk mitigation, and

compliance 5. Better alignment with business needs

5. Financial Mgt. That Focuses on the Right Things

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1. Which are the most valuable services2. Whether the cost of providing each service outweighs

the business’ perceived value obtained from it3. Whether money could be saved by reducing service

levels4. How to improve upon existing services to deliver even

more business value

Improve Your Financial Stewardship

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1. Build a platform for better financial2. Get access to financially-minded people 3. Start to build an IT cost model using “service

costing” 4. Make better business decisions5. Start to position IT services in terms of business

value

Key Takeaways

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1. Exploit different flavors of automation wherever possible – enhance people and process with technology

2. Remove repetitive and cost-intensive manual tasks, including “wheel reinvention,” from service desk operations

3. Look to business relationship management and service portfolio management to better manage and meet customer needs – and to help answer questions around value

4. Invest in better IT asset management, not to do so is bad management – plus it will help to pay for other service delivery improvements too

5. Get better at financial management before you are forced to, cloud in particular will drive a greater need for cost transparency

Thank you for listening

Stephen MannPrincipal Analyst, ITSM.toolsEmail: stephen@ITSM.tools Twitter: @stephenmann @ITSM_tools

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Key Opportunity – The Smart Service Desk

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“By 2019, IT service desks utilizing machine-learning enhanced technologies will free up to 30% of support capacity.”*

*Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace February 2016 Analyst(s): Colin Fletcher | Katherine Lord

Meeting the needs of the digital workplace requires a knowledge-driven, proactive IT team. A strategic organization that is forward-looking, innovative and engaged. A smart service desk meets this criteria and provides the tools and automation needed to stay ahead of the demands of the modern enterprise..

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5 Applications of a Smart Service Desk

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5 Applications of a Smart Service Desk

1. Speed Up Tech Onboarding

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5 Applications of a Smart Service Desk

2. Maintain Consistency

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5 Applications of a Smart Service Desk

3. Reduce Resolution Times

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5 Applications of a Smart Service Desk

4. Gain More Customer Insights

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5 Applications of a Smart Service Desk

5. Engage End Users

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Get Connected

Have any questions, comments or personal stories regarding anything you’ve seen in this webinar? We want to hear from you!

Join the discussion:• Email Stephen Mann: stephen@itsm.tools• Email Jaime Spector: jspector@sunviewsoftware.com

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Q & A

Thank You For Watching!

Jaime SpectorProduct Marketing Manager, SunView SoftwareEmail: jspector@sunviewsoftware.comTwitter: @sunviewsoftware