The Service Desk 2020 & Beyond

0 Copyright 2014 FUJITSU

Human Centric Innovation

Fujitsu Forum 2014

ICM Munich 19th – 20th November


The Service Desk 2020 & Beyond

Luis Matias Head of Service Desks, Fujitsu


Portugal GDC Costa Rica GDC

Philippines GDC

Malaysia GDC

800 employees Service Desk GDC Supporting 17 languages

Poland GDC

600 Employees Service Desk GDC Supporting 3 languages

250 employees Service Desk GDC Supporting 5 languages



Canada

USA

Brazil

S Africa

Spain

UK

Sweden

Ireland

Holland Belgium

France Germany

Poland

Portugal

Costa Rica

Estonia

Finland

Russia

China

Taiwan

Thailand

Singapore

Japan

Australia

New Zealand

India

Malaysia Philippines

Fujitsu service desks


The origins of Outsourcing

Specifically in IT, Today’s outsourcing is for tasks that are mission critical. These include outsourcing high-end tasks such as product design and engineering, strategic outsourcing of functions that require innovation, and others important activities that can transform processes and make them more efficient. Outsourcing has moved away from mere cost savings towards value addition and enabling companies to focus more on their core functions.

The long history of outsourcing:

Now around 200 years if you consider outsourcing for agriculture and manufacturing, but has evolved to be a much more complex process over the years.


Some thoughts on innovation

“If I had asked people what they wanted, they would have said faster horses.” -Henry Ford

“Everything should be made as simple as possible, but not simpler” -Albert Einstein

“If you cannot do great things, do small things in a great way” -Napolean Hill


Why Innovate?


Technology evolution

Data Centre Device solutions

Systems platform Mobile Communications


10 important innovations

But what about on Service Desks


Service Desk evolution


Service Desk evolution

The origins

The origins of the Service Desk reach back to the earliest appearance of mass market hardware and software technologies, serving simply as a place for users to log incidents.

From Help Desk to Service Desk

The only goal of the Help Desk was to fix user problems

Tactical and simply break fix

Evolved gradually to more strategic and more user-centric. The first Service Desks

Current days

End goal is ultimately to reduce costs, improve user productivity and gain efficiencies for the business whilst keeping the end-user in the middle of everything.

But no real breakthrough


Service Desk Vision

The ultimate Service Desk vision

The ultimate vision of a service desk should be to work so effectively that users wouldn’t even have to mention who they are or what they need when contacting the desk


Investment on Innovation

25%

50%

15%

10%

Less

More

The same

Don't know

• Most companies are Investing more on

innovation • Companies who have not made significant

investments on innovation are now struggling to win deals

• By 2020 several companies will be out of

business due to lack of investment and focus on innovation

• By 2020 Innovation will be on the Top 3 wish

list of any CIO taking an outsourcing/Service desk decision 2013 Worldwide Survey

Investment in Service Desk Innovation

Companies say they are investing: Despite the economy...


The opportunities in the Service Desk space

The IT world today ...

Internet access as a basic human right

Millions of devices

Internet of things

Time Shifting work

BYOD

Big Data

Social interactions & networks

Support has to be...

Simple & Intuitive

Social

Accessible everywhere

Affordable

High quality

Personalized

Less need for break fix

Opportunities

Service Desks still seen as the poor relative in IT

To be the shop front / flagship for our customers

Manage customer experience, expectation and service improvement

Very few companies are innovating

24


The principles of lean thinking

Sense and Respond achieves cost benefits because it eliminates waste, puts permanent fixes in place and optimises service delivery


Sense & Respond

Sense and Respond is our way of working that creates value, eliminates

waste and builds a culture of continuous improvement.

It does this by engaging people and through a deep understanding of

what matters to customers, supported by a set of tools.

It is a journey, not a destination, during which people discover what

matters to their customer and continually find better ways to deliver it.

Fujitsu’s approach to lean is called Sense and Respond™.


Execs

Directors

Managers

Supervisors

Team Leaders

Staff

Continuous improvement

Staff

Team Leaders

Supervisors

Managers

Directors

Execs

Command and Control

Sense and Respond

Inverting the traditional structure


Real breakthroughs - Service Desks 2020 & Beyond

INNOVATION

COST & TIME


Improve Efficiency

Intelligent User Identification

• Having end user information available eliminates discovery questions that often take up a significant portion of call-time (up to 50%), and dramatically reduces the frustration level to the end user.

• More importantly this pre-incident intelligence allows the service desk agent to start problem solving immediately, improving the success rate of first-call resolution thereby eliminating costly escalations and Drastically reduces cost

• Increase sales and our technology adoption

Intelligent call routing and alternative interactions

• If a user has been to the self-service portal before most likely the issue is not a simple one, perhaps it should go to level 2 directly but at least avoid making the basic questions

• Giving a caller who has previously called a higher priority in the wait queue is another example of Intelligent Call Routing.

• Also, by knowing if the user has visited certain help pages or has done certain troubleshooting steps is crucial and an intelligent user profiling can be done


Call Deflection

Self-Service Portals

• Empowering users to solve issues on their own without Service Desk intervention drastically reduces Service desk costs and increases user satisfaction

• But not just your typical Self-service portal, one that knows the history of the user, past issues, and provides useful information proactively like for instance next password expiry date, etc.

• It is also a key vehicle for both the employer and the vendor to make organization wide announcements.

Virtual Agents and virtual intelligence

• A virtual agent is a computer-generated character that simulates a conversation to deliver interactive voice or text-based information in a Service Desk or customer care environment

• Virtual agents can provide accurate, personalized, fast, interactive information to customers via websites, phones, social media sites and instant messaging applications

• When properly designed & deployed it would provide a very high-effective support


Call Elimination

Self Healing Software / Hardware

• As machines become increasingly connected to the internet and other devices they can solve their own problems or at least alert owners, IT departments, or even the devices that they have a problem.

• Alerts created automatically when there are failures enable the Service Desk to contact the user proactively. A solution can be simultaneously provided or a hardware change or other intervention can be triggered which solves the problem hopefully without the user even noticing

Proactive Information

• Most Service Desk incidents or requests are repetitive and in several cases even predictable

• When there is a major problem affecting a network, a server or a website immediately Service Desks receive and increased number of calls. Proactively informing the users of these would reduce frustration, volumes and allow teams to focus on real (can be solved) issues

• Detecting patterns and programming artificial inteligence in our systems is key


BYOD – Bring Your Own Device

Internet connected mobile devices are set to outnumber humans

Of employees store sensitive company data on mobile devices

Of tablets used by mobile workers are personally owned

Of people check their mobile phone in the morning before getting to work

Half of the devices on corporate networks will be mobile devices by


Crowdsourcing

Since the earliest days of the Internet, people have used it to and organize groups of people to participate in projects in small ways called crowdsourcing, this process can be done in a number of ways and used for a variety of goals – Including the Service Desk


Summary, Service Desk 2020 & Beyond

Speech Recognition

Voice Biometrics

Self Healing Software

Self Healing Hardware

Virtual Agents

Artifical Intelligence

Charges to speak to an agent

“Social” Service Desk / Crowdsourcing

Specific Technology

Matching Customers to agents

The ones not investing/Innovating

Not ‘joined up’ to the organisation they work for

Focussed on incident processing rather than customer experience

Over-focussed on SLAs and KPIs alone

Not embracing new technologies

User productivity will be compromised

Will struggle to “survive”

The Service Desk 2020 & Beyond

Technology

Transcript of The Service Desk 2020 & Beyond