The modern Service Desk of 2012 needs to understand the end-user and Customers not processes and functions.

ITIL 2011 is so last year

Ivanka Menken, CEO The Art of Service

Are you making choices based on the past or the future?

Think about this:

Are you making choices based on the past or the future?

If you were to re-invent your ideal service desk, what changes would YOU make?(would you have a service desk at all???)

Think about this:

More people have access to mobile phones than clean toilets (*)

The world today

(*) http://blogs.worldbank.org/africacan/more-cell-phones-than-toilets

Ovum predicted that Android will overtake iPhone in 2011 for the total number of app downloads – 8.1bn to 6bn – with the gap widening to 21.8bn and 11.6bn by 2016. (that is BILLION downloads!!)

OBD (on board diagnostics) connector

This is an example only – the device send diagnostics from your car

Business expectations

Return on investment Business processes are key Improved productivity & innovation Stability & Control Shareholder Happiness

Business expectation

Colonies of the transformed Mycoplasma mycoides bacterium. Image Credit: J. Craig Venter Institute.

Return on investment Business processes are key Improved productivity & innovation Stability & Control Shareholder Happiness

Business expectation

Are these bacteria? Or computer programs?

Is IT re

ally different f

rom the business?

Intuitive

Photo: Deryck Hodge / http://flickr.com/photos/12016340@N08/2884858619

VS.

Consumer expectation

Siri

Instant gratification

Service Desk is slowing me down

Does your Service Desk make you feel like this??

Service Desk is slowing me down

No time to wait – business must continue!

Social

1. Do Google search

2. Check Linkedi

n

3. Ask my friends on facebook

4. Tweet

my questio

n (withou

t looking dumb)

Call Service desk and log a ticket

“your call is important to us, please hold…”

Case study: 10 year old boy

Concierge for convenience

If you’re in a hurry and want top-notch service…

Discipline & Trust

You don’t get a second Chance to make a goodFirst impression!

Where ITIL misses the boat

“If change is happening on the outside faster than on the inside, the end is in sight”.

Jack Welch

Service Desk Philosophy

Self Service

If you need us – we have failed as a delivery and support organization

Concierge

We are part of the full service experience

Delivery expenses included as value add in the service fee

These are the only 2 choices that suit the current customer expectation

“Back of the house”

Self Service

Focus on Processes, Function and technology to support the service delivery.

* house keeping * architecture * maintenance * supplier contracts

“Front of House”

Full Service

To service the ‘time poor & affluent’ clients.

* concierge * butler * Service experience * VIP * Always available

Current examples

Self Service Concierge

Amazon 99% 1%

Google 100%

Apple 50% 50%

Zappos 25% 75%

Rackspace 50% 50%

Lexus 100%

Automate Outsource to external AI application Outsource to external BPO/call centre___________________________________________ Internal Helpdesk (using the other help

desk sources to find the solution for you)

Steps in Setting up the modern Helpdesk

Ivanka Menken CEO, The Art of Service Twitter: @ivankamenken Web: http://theartofservice.com Store: http://store.theartofservice.com Email: ivanka.menken@artofservice.com.au

Thank You