Big Data: 'Special Sauce' for a more Customer-centric Service Desk · 2018. 3. 9. ·...

Service Management 2015 AUS TR A L I A #SMConfAU

Big Data: “Special Sauce”

for a more Customer-centric

Service Desk Steve Kendall

THURSDAY 20 -‐ FRIDAY 21 AUGUST 2015 | SOFITEL WENTWORTH SYDNEY


Remember when special sauce commercials disrupted the fast

food market


“Special Sauce” for ITSM Innovation Big Data: A tectonic shift for IT


Agenda

•  Big Data: a posiNve disruptor for innovaNon in ITSM

•  Big Data use cases for a more customer-‐centric Service Desk

•  Building the Big Data business case

•  Big data in acNon


695,000 status updates

98,000+ tweets

698,445 Google searches

1,820TB of data created

11million instant messages

168 million+ emails sent

YouTube

Viber

Qzone

Amazon Web Services

GoGrid

Rackspace

LimeLight

Jive SoXware

salesforce.com

Xactly

Paint.NET

Business

Educa:on

Entertainment

Games

Lifestyle

Music

Naviga:on

News

Photo & Video

Produc:vity

Reference

Social Networking

Sport

Travel

U:li:es

Workbrain

SuccessFactors

Taleo

Workday

Finance

box.net

Facebook

LinkedIn

TripIt

Pinterest

Zynga

Zynga

Baidu

Twi_er

Twi_er

Yammer

Atlassian

Atlassian

MobilieIron SmugMug

SmugMug

Atlassian

Amazon

Amazon iHandy

PingMe

PingMe

Associatedcontent

Flickr

Snapfish

Answers.com

Tumblr.

Urban

Scribd. Pandora

MobileFrame.com

Mixi

CYworld

Renren

Xing

Yandex

Yandex

Heroku

RightScale

New Relic

AppFog

Bromium Splunk

CloudSigma

cloudability

kaggle

nebula

Parse

ScaleXtreme

SolidFire

Zillabyte

dotCloud

BeyondCore

Mozy

Fring Toggl

MailChimp

Hootsuite

Foursquare

buzzd

Dragon DicNon

SuperCam

UPS Mobile

Fed Ex Mobile

Scanner Pro

DocuSign

HP ePrint

iSchedule

Khan Academy

BrainPOP

myHomework

Cookie Doodle

Ah! Fasion Girl

PaperHost

SLI Systems

NetSuite

OpSource

Joyent

HosNng.com

Tata CommunicaNons

Datapipe

PPM

Alterian

Hyland

NetDocuments

NetReach

OpenText

Xerox

Google

MicrosoX

IntraLinks

Qvidian

Sage

SugarCRM

Volusion

Zoho

Adobe

Avid

Corel

MicrosoX

Serif

Yahoo

CyberShiX

Saba

SoXscape

Sonar6

Ariba

Yahoo!

Quadrem

Elemica

Kinaxis

CCC

DCC

SCM ADP VirtualEdge

Cornerstone onDemand

CyberShiX

Kenexa Saba

SoXscape

Sonar6

Workscape

Exact Online

FinancialForce.com

Intacct NetSuite

Plex Systems

Quickbooks

eBay

MRM

Claim Processing

Payroll

Sales tracking & MarkeNng

Commissions Database

ERP

CRM

SCM

HCM

HCM

PLM

HP

EMC

Cost Management

Order Entry

Product Configurator

Bills of Material Engineering

Inventory

Manufacturing Projects

Quality Control

SAP

Cash Management

Accounts Receivable Fixed Assets CosNng

Billing

Time and Expense

AcNvity Management Training

Time & A_endance Rostering

Service

Data Warehousing

The Internet Gigabytes 109

Client/Server Megabytes 106

Every 60 seconds

IBM

Unisys

Burroughs

Hitachi

NEC Bull

Fijitsu

Mainframe Kilobytes 103

Mobile, Social, Big Data & The Cloud

ZeYabytes 1021

217 new mobile web users

YoYabytes 1024

It’s no surprise we’re facing a data explosion


Data is different

Social Media

Video

Audio

Email

Texts Messages

Word, Excel

Images

Clickstream Data

Transactional

Data Logs

ERP CRM

HRMS Procurement Supply Chain

Management/

Inventory Mgmt

Unstructured 90% Structured 10%

We need a platform for storing, accessing, analyzing, and managing ALL data


Special Sauce: What would the data tell you if it could talk?

Big Data is a disruptive technology for IT (Gartner)

Traditional Information Mgmt Approach Big Data Information Mgmt Approach

? ?


Agenda






Professionals spend 50% of their time searching for information,

and take 18 minutes to locate each document on average. (Gartner)

Knowledge Management from the customer perspective


Knowledge Management for the Service Desk agent

More than 70% of the time of an average call is spent locating the right information for the customer.


Service Desk workload from the agent perspective


Service Desk from the customer perspective


Service Desk from the agent perspective


Big Data use case for the Service Desk

Measure value not activity of agents and analysts

http://www.serviceinnovation.org/intelligent-swarming/


Context-sensitive knowledge from integrated search portal

Big Data use case for Service Desk Knowledge

Known Errors

Product Documentation

Customer Data

Resource Profiles

Chat Forums

Email Social Collaboration

Customer Searches

Big Data


Reactive and proactive

Big Data use case for Problem Management


Pattern analysis of Incidents

Big Data use case for Problem Mgmt

CPU temperature criNcal

Hot Topic Analy:cs-‐Problem Management

MicrosoX office

Internet connecNon

Mail stays in outbox

Mail box is empty

Wireless connects

Screen out of order


Which changes to automate and authorize as standard changes?

Big Data use case for Change Management

Provision & Configure

Audit, compliance & remedia:on

So_ware management

SA

þ

Maintain Patch &

Automate


Agenda






Leverage Big Data Enterprise-wide Initiatives

Develop • Mobile development • ApplicaNon Lifecycle Management

Mone:ze • Web Content Management & OpNmizaNon

•  Intelligent Contact Center • Customer InteracNon AnalyNcs

Govern • Archiving & Compliance • Data ProtecNon •  eDiscovery •  Enterprise Content Management

Operate •  Service & Porholio Management • Cloud & AutomaNon • ApplicaNon Performance Management

Secure • ApplicaNon Security •  Security Intelligence • Network Security

Develop Operate

Secure Monetize

Govern

Big Data


Build your business case: Knowledge Mgmt 1.0

Knowledge Centred Support

ROI benefits calculator: Link Service Innovation.org


Build your business case: Knowledge Management 2.0 Incremental benefits


Agenda






Annual savings of $1.14M/yr

Case study: HP IT

End-‐user Efficiency

IT operator produc:vity

Saving 2700 hours per month

Saving 592 hours per month

Reduce cost

Increase Customer saNsfacNon


ITSM without Big Data “Special Sauce”


ITSM with Big Data “Special Sauce”


QUESTIONS ?


Resources

•  www.hpserviceanywhere.com –  The Big Data Powered Service Desk

• Employee Self Service

• Understanding Employee Self Service activity

• Problem Management

• Change Management Analytics

•  HP IT Service Management Blog

BIG DATA IN ACTION


Steve Kendall – Global Technical Enablement and Marketing, HP Software [email protected]

CONTACT DETAILS

Big Data: 'Special Sauce' for a more Customer-centric Service Desk · 2018. 3. 9. ·...

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Transcript of Big Data: 'Special Sauce' for a more Customer-centric Service Desk · 2018. 3. 9. ·...