© 2017 FORRESTER. REPRODUCTION PROHIBITED.€¦ · Source: Forrester's Business Technographics Global Devices and Security Workforce Survey, 2016, 2015, 2014 REPRODUCTION PROHIBITED

© 2017 FORRESTER. REPRODUCTION PROHIBITED.

© 2017 FORRESTER. REPRODUCTION PROHIBITED.

Enterprise Service ManagementThe New System of Engagement

Charles Betz, Principal Analyst

June 22, 2017

3© 2017 FORRESTER. REPRODUCTION PROHIBITED.

Outline

› Importance of employee experience in the age of the customer

› Knowledge work and flow


Business Leaders Prioritize Growth And Customer Experience Improvement

Source: Forrester’s Business Technographics Global Budgets Survey, 2016

Base: 2,326 global budget decision-makers


Is there a link

between being

happy at work,

customer

experience, and

sustained

financial

performance?


Behind Every Customer Touchpoint There Is A Technology Story

Customer Journey Employee Journey


The Factors That Lead To Positive Customer And Employee Experience

Source: Forrester report “Use Customer Experience Insights To Unshackle Employee Potential,” January 5,2017


The nature of work is changing…


Knowledge Work Dominates Economies

Growth in knowledge-intensive goods* is 1.3x as fast as in labor-

intensive goods - $12.6T.”

*includes goods and activities that have a high R&D component or utilize highly skilled labor.Source: “Global flows in a digital age: How trade, finance, people, and data connect the world economy”, McKinsey Global Institute, April 2015


So what does knowledge work require?


Flow Vs. Task Complexity

Source: John E. Hunter, Frank L. Schmidt, and Michael K. Judiesch, “Individual differences in output variability as a function of job complexity.

Used in Forrester report “Workforce Enablement Defined: Elevate Productivity And Engagement,” April 14, 2016


Flow is the

highest state of

human

performance –

127% higher

productivity


Factoids

› Modern office is a hot mess of distractions

› Interruptions displace more-challenging, valuable work

› Off-task meetings ravage the brain

› Anxiousness makes employees less able to handle change

› Policies interrupt flow


Your Technology Is Killing Flow


➢ 57% of support organizations saw

an increase in ticket volumes from

2015 to 2016

➢ 10% of support organizations saw

this number decrease over the same

span

Source: HDI “Technical Support Practices & Salary” Report, 2016

Ticket volumes are increasing


Onboarding Example: SGI


And… The “Please Go Away” Support

Seth Godin, Author

“The current model of big company support is to throw undervalued,

undertrained, underpowered human beings at perplexed customers,

frustrating and disrespecting them enough that they shrug and give

up.”



How To Enhance Flow?

Source: Forrester report “Build A Fitter ITSM Practice,” November 3, 2016


MOST ENTERPRISES DELIVER INTERNAL SERVICES POORLY


The digital service

› Outcome

› Act

› System


The outcome

› https://www.flickr.com/photos/68751915@N05/6280517815


The act

https://www.flickr.com/photos/marktee/15627031737


The service system


People


Source: Forrester's Business Technographics Global Devices and Security Workforce Survey, 2016, 2015


Employees Value Ease, Access To Knowledge, And Speed

Source: Forrester's Business Technographics Global Devices and Security Workforce Survey, 2016, 2015, 2014


Measure Your Employee Experience Index (EXi)


Process


Technology

Enterprise Service

Management?


Platform HR, Facilities, Legal on ITSM capabilities?

https://www.flickr.com/photos/pagonzales/5443717551, commercial use permitted

https://www.flickr.com/photos/pagonzales/5443717551


Evolutionary, not revolutionary


The Service App Store Combines Aggregation, Integration, And Fulfillment


ESM covers the entire digital pipeline


As ITSM Expands Into ESM, It Encroaches On BPM


What got you here, won’t get you there


Conclusion

› Employee Experience Drives Customer Experience

› Services mindset

› ITSM expansion

› Service app store: supply/demand

› Unified platform

FORRESTER.COM

Thank you© 2017 FORRESTER. REPRODUCTION PROHIBITED.

Charles Betz

+01 612 868 2754

[email protected]

@CharlesTBetz

mailto:[email protected]

Documents

© 2017 FORRESTER. REPRODUCTION PROHIBITED.€¦ · Source: Forrester's Business Technographics Global Devices and Security Workforce Survey, 2016, 2015, 2014 REPRODUCTION PROHIBITED