Professional Documents
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July2012 JBrooks
July2012 JBrooks
Jeffrey M. Brooks, MS CIS & MBA Research Director, Gartner Co-Author Help Desk Managers Crash Course
IT service support in the future will look dramatically different from how it looked in the past!
Key Issues
1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?
So what
Solid performance by industry standards does not automatically equate to business value
Productivity
CSF
KPI
Metric(s)
Social Networking
Mass Collaboration Feedback Mechanism Collective Intelligence Expertise Identification
Information
Big Data Advanced Analytics Context Aware
Cloud Computing
Flexibility in Sourcing Expanded Business Functionality
IT service support has to modernize to account for changes in complexity of IT services and in business expectations.
10
Revised in 2011 Lots of Reading Overlaps with corollary areas Comprehensive Improved consistency
Social-Media-Enabled Crowdsourcing
IT Service Desk
8. Other
1%
13
Reasons why SPA will be true Continued failure of IT service desks to demonstrate business value Continued budget constraints will cause IT organizations to mandate self-service as a primary support option Reallocation of IT service desk functions to Level 2 will only consist of specific issue types
Reasons why SPA will be false Continued organizational investment in IT service desk maturity Current levels of investment are too significant to cut bait Technology becomes too complex for users to manage demand efficiently in a self-service model
Key Issues
1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?
Web Application Network Firewall Storage OS OS OS OS Server Server Server Server Middleware
Or
I need help!
Peer-to-Peer Support
5. No plans
56%
18
Gamification of IT Support can: Reduce Onboarding Cycles Increase Analyst Skill Levels Promote Productivity Boost Engagement Levels
Gartner SPA: By 2014, 70% of large companies will use gamification for at least one business process.
Level 1 2016
Troubleshooting and Isolation to the Component Level Time Split Between Desk and Field MTTR, Customer Satisfaction, Tickets Closed Certified Professional Credentials, ITIL Foundations Technical and Domain, Interpersonal Process Adherence, Collaboration, Team-Focused Mobile Device, Remote Control Software, Desktop Management Software
Key Issues
1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?
Vendor BMC (+ Numara) HP CA ServiceNow FrontRange IBM LANDesk Other Vendors Grand Total
2010 Revenue (Millions, US$) 526.1 221.6 103.7 86.0 71.8 60.3 17.9 221.1 1,308.5
Share 2009 40.6 19.1 7.6 3.0 5.5 4.6 1.3 18.3 100%
(Revenue in Millions)
Incident Management, Problem Management, Inventory Management, Metrics Reporting, Knowledge Management
ITSIO Level 1
Maturity
Service Visualization, Release Governance, Social IT Management, Service Support Analytics and Reporting, Mobility
Work to understand YOUR specific costs of the various models over the life cycle of the tool
If You Had to Make an IT Service Desk Choice of Vendor Today, Would You
1. Stay with current on-premises vendor
38%
5. Outsourced
6%
28
Focus
Metrics
Tools/Toolkit (Standard)
Best Example
30
vs.
Web Chat IT Application Stores Remote Support Collaborative Browsing Video Chat Social IT Support IT Value Marketing and Notification
Knowledge Base Email Response Acknowledgement How To Videos Peer-to-Peer IT Support Gamification Password Reset IVR Perspective Scripts
31
Focus
Metrics
Tools/Toolkit (Standard)
Best Example
32
32
33
Recommendations
Identify opportunities for IT service desk evolution. Take small steps as necessary. Involve the IT service desk in the definition stages of new or changing IT services, positioning them to be better informed and ready to support services more efficiently. Perform a detailed ROI analysis to understand how future IT service desk improvement efforts and technology innovation will affect efficiency, costs and quality. Provide support analysts with service view data to enable faster problem identification. Enhance IT service notification, end-user satisfaction surveying and IT self-service with the use of social media. Differentiation among ITSD vendors will be outside of the core product in the corollary products. Consider the five-year TCO of a SaaS solution rather than just the purchase price.
Next 90 Days
Amend your IT service desk analyst job description profile. Refine your IT service desk metrics and align them to CSFs and KPIs that are linked to business objectives. Ask the business what they consider to be Critical Success for the IT Service Desk.
Next 12 Months
Build a continual service improvement plan for your IT service desk. Evaluate your IT service desk vendor's ability to meet your IT support organization's long-term requirements. Turn metrics reports into value statements of how the IT Service Desk increased the productivity of the business.