Service Desk Keynote Summit 2014
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description
Transcript of Service Desk Keynote Summit 2014
Service Desk KeynoteDidier Moretti
General Manager, Service Desk
D D A
1,700
80Service Desks at one company
$0 | customer
$25 | agent
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Demand
Financial
Strategy Generation
Service Portfolio
Service Catalog
Service Level
Capacity
Availability
Service Continuity
Information Security
Knowledge
Change
Asset and Configuration
Release and Deployment
Incident
Problem
Event
Request Fufillment
Access
Operations
128 Service Design Service Transistion Service Operations Continual Service Improvement
Service Measurement
Service Reporting
Service Improvement
Transision Planning and Support
Service Validation and Testing
Service Desk
Application
Technical
IT Operations
Customer
Laptop?
A/B Test
E-mail?Contract?
E-mail?Contract?
?
How can I give my users a consumer grade
experience?
How can I do more, faster?
How can work better
my team together?
How can I add more value
to my company?
Do more, faster
Consumer grade
experience
Work better
together
Add more value
%&#@!!
%&#@!!
%&#@!!
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%&#@!!
%&#@!!
Get rid of your old van.
Impressive experience
Edwin WongGroup Product Manager, Service Desk
Edwin WongGroup Product Manager, Service Desk
Laptop? HPR
Email your service desk
%&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!
Impressive experience
Fasterwith self service
Solve
Do
Knowledge Base
Knowledge Base
Since deploying JIRA Service Desk we’ve increased tickets resolution by almost 70 percent
NICK CUNNINGHAM, PUPPET LABS”
“
Solve
Do
Automation
Automation
When ticket is approved then grant accessticket is approved grant access
ticket is approved
sla is due send reminderescalate ticket
close ticket
ticket times out
email is receivedgrant access
a ticket is raised
a system goes downcreate a ticket
change priority
give suggestion
reset password
Impressive experience
Faster with self service
Powered by teamwork
Comments Shares Mentions
That’s not good, that will stop sales coming in. I’m investigating now.
Verified that this isn’t an issue with the hardware, we’ll need to refer this to Jenny. @JennyEvans - can you look into this?
nFeed
Insight PocketDeskEphornFeed
Impressive experience
Powered by teamwork
Faster with self service
Win Together!
Win Together!
Meet Alex from Twitter
50%on requests for legal review
Reduced time spent by
18Net Promoter Score
Build Engineering
38
$65Kfor Room to Read in 1 day
Raised
Do more, faster
Consumer grade
experience
Work better
together
Add more value
2.0
Central PortalEmail RequestsTeam WorkloadCollaboratorsIntegrations
New Pricing
Mobile Experience
AutomationConfluence Question Integration
Integrated Knowledge Search
Thanks!
