Game changers in ITSM by Annemarie Wolfrat

ICT Summit Paramaribo 2015

Game changers in ITSM – Contemporary trends in IT Service Management

Annemarie Wolfrat MSc. – Consultant TOPdesk


ServiceCatalogue

Shift Left

KCS

Customer


Game changersService Management – a complicated landscape

· Service catalogue

· Shift left

· Knowledge centered support


Service deliveryNot the same as service management


Supporting departments

Service landscapeCustomer

Supplier


Service landscape

IT & IM

Customer

Supplier

eHRMFM / RE

Supp

orti

ng

depa

rtm

ents


Service landscape

IT & IM

Customer

Supplier

eHRMFM / RE

Informative processes

Reactive processes

Proactive processesSupp

orti

ng

depa

rtm

ents


IT & IM eHRMFM / RE

Customer Customer Customer

Self Service Service Catalogue SLMCustomer

satisfaction

Supplier Supplier Supplier

SLA’s Supplier management Links Contract Management

Supplier

Supp

orti

ng

depa

rtm

ents


IT & IM eHRMFM / RE


Self Service Service Catalogue SLMCustomer

satisfaction


SLA’s Supplier management Links Contract Management

Supp

orti

ng

depa

rtm

ents


IT & IM FM / RE


Self Service


SLA’s Contract ManagementSupplier management Links

eHRM

Customersatisfaction

Service Catalogue SLM

Supp

orti

ng

depa

rtm

ents



ServiceCatalogue

Shift Left

KCS

Customer


Service catalogue· Hot topic in the service environment

· Serves as front door

· Shared Service Management

· Self-service

Shift


One stop shop· Opening hours

· Adress(es)

· Range of products and services

· Terms of delivery





Service catalogue principles· Opening hours

· Point(s) of contact

· Range of products and services

· Terms of delivery


Self-service made easy· Your service catalogue is your service

departments’ web shop

· Quick, easy and rewarding for all parties involved


ServiceCatalogue

Shift Left

KCS

Customer


Shift


Savings at the customer’s expense?No, extra resources at your customer’s disposal


Shift left

Movingexpensive

tasks to 2nd

lineMoving tasksto front

office

Migratingcalls

OptimizeSSD usage

Eliminatewaste calls

Time

Cost

per

sol

uti

on User 1st line 2nd line 3rd line


Eliminate waste calls· Self-Help first

· Simple acts and solutions

· Manuals

· Knowledge base

· Problem management

· Educate users


Moving tasks to front office· Standard, simple changes

· 2nd line incidents


Business caseFirst quarter of 2015 TOPdesk

604 1st line incidents / 2 FTE

249 2nd line incidents / 3 FTE

Sum of parts is too simple, but 2nd line is almost 4times as expensive as 1st


Shift left = sharing knowledge


ServiceCatalogue

Shift Left

KCS

Customer


Service desk challenges· Incidents are mostly repetitive

· Fragmented knowledge

· Various sources of information


Knowledge-centered support (KCS)· Integrate the creation and maintenance of

knowledge into the customer exception process.

· Evolve the knowledge based on demand andusage.


· Develop a knowledge base of the collectiveexperience of the organization.

· Recognize learning, collaboration, sharing, andimprovement.


UFFA WorkflowCreate incident

Searchknowledge base

Articlefound?

Articlecorrect?

Research orescalate

Solve incident

Add item toknowledge base

Fix item or flagfor feedback

Use knowledgeitem

Close incident



Results· More efficient incident, request and event

management processes

· Shared ownership of information

· Higher level of maturity for the affectedprocesses

· Improved customer and support agentsatisfaction


TOPdesk example· Initiated by support agents themselves

· Pilot for 3 months

· Less time required to solve incidents

· More time available for more complex incidentsand problems


ServiceCatalogue

Shift Left

KCS

Customer


View this presentation online onwww.slideshare.net/TOPdesk

Annemarie Wolfrat

[email protected]