HDI Capital Area and Corporate Updates April 23, 2014

4/28/14 ©2013 HDI. All rights reserved.

Welcome! Updates from HDI Capital Area

and HDI Corporate April 23, 2014

What’s New at HDI

•  New Cer:fica:on Courses –  At the 2014 HDI Annual Conference, HDI released:

•  New! HDI Problem Management Professional •  Updates to all:

–  Support Center cerHficaHon courses –  Desktop Support cerHficaHon courses

•  New! HDI Service Management Awards –  Two new awards: HDI Service Improvement Award & HDI Knowledge-‐

Centered Support Award –  Submission deadline is June 30, 2014 –  First awards presented at FUSION 14 –  Learn more at www.ThinkHDI.com/Awards

•  FUSION 14 is October 19-‐22, 2014 in Washington, DC. –  Register now to receive the most discounts –  www.servicemanagemenXusion.com

©2014 HDI. All rights reserved.

New Content to SHARE!

New Blog: “What’s the Future of ITSM” – Stephen Mann

#HDIStatToday:

The March/April issue of SupportWorld in the HDI Reading Room app!

Webcast: “Remote Support SoluHons Spotlight” – with Bomgar and RealVNC

May Special Event: HDI 2014 ‒ The Digital Experience

Survey: Problem Management and Root Cause Analysis ‒ closes March 20

Event Blog: “Metrics and Measurements at HDI 2014 “– Jeff Rumburg

New Research Brief: “The Ups and Downs of ResoluHon Rates”

In 2014, 43% of desktop support teams resolved more than half of their Hckets through remote support (up from 39% in 2013 and 34% in 2012.

Not a Member? Join Today! Become a Local Chapter member for just $75!

This individual local chapter membership is an opportunity to

connect, network, and learn in your own backyard.

Enjoy benefits like: •  Aiend local chapter and vChapter meeHngs •  Digital subscripHon to SupportWorld magazine •  Apply for HDI awards •  Access to the HDI Job Board •  Regular e-‐newsleiers and digests •  And much more!

Learn more at www.ThinkHDI.com/Join

or by calling 800.248.5667

Thank You 2014 Sponsors!!

HDI Capital Area Sponsors

•  Diamond – The MIL CorporaHon

•  PlaHnum Plus -‐ LanDesk

•  PlaHnum – Beyond20 – EasyVista

•  Gold –  Robert Half Technology

(Global Sponsor) –  Bomgar –  IssueTrak –  Cherwell

•  Silver –  Service Now –  Time Warner Cable

•  Web/Event –  IHnvolve –  RemedyForce –  ReACT –  StrataCom –  TechnoLava –  ArHsys

Next Mee:ng

May 21, 2014, Noon to 2pm The Zen of Service Desk Support Jeff Rumberg, MetricNet •  We typically meet the 3rd Wednesday of the month and most meeHngs are free

•  Visit www.hdicapitalarea.com to register

Today’s Speakers

LANDESK

•  Jeff Hance

•  Peter Evans

•  Kimberly Liale

Jeff Hance LANDESK Somware

Self Service

LANDESK SOFTWARE CONFIDENTIAL LANDESK SOFTWARE CONFIDENTIAL

Who we are

HQ – Salt Lake City, Utah

§  Our History •  1985 Founded (LAN Systems) •  1991 Pioneered Systems Management with Intel •  2002 Spun out

§  Business Product Lines •  LANDesk -‐ Wavelink -‐ Shavlik

§  Industry Leader, Award Winning SoluHons •  User-‐Oriented IT Service Management •  Systems Lifecycle Management •  Endpoint Security Management •  Premise &/or Cloud-‐SaaS Deployment Models •  IT Asset Management

§  Key Facts •  19,000 customers world-‐wide •  Alliances •  400+ SI/VARs – CerHfied Expert SoluHon Providers

•  Set the Stage •  IT Self-‐Service : True or False? •  What’s Happening in Today’s Market Place? •  Key Drivers for IT Self-‐Service •  Barriers to AdopHon of IT Self-‐Service •  Designing Great IT Self Service •  LANDesk Self Service in AcHon •  Driving End-‐User AdopHon of IT Self Service •  Beyond TradiHonal IT Self Service…Service catalog •  Summary

Agenda

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How’s Life on the Service Desk?

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Take Back Control

Free time

•  75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete informaHon; 91% say they would use an online knowledgebase if it were available and tailored to their needs.

•  More than 40% of customers contact a call center amer they can’t find answers to their quesHon via self-‐service; up to 50% of “How do I …?” calls could be deflected to self-‐care channels if informaHon was provided online or in a knowledgebase.

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Some StaHsHcs

•  IT Self-‐Service empowers end-‐users to solve their own IT-‐related issues, helps reduce service and support costs and increases end-‐user saHsfacHon

–  Focusing on end-‐user adopHon is key –  Accept it -‐ IT self-‐service does entail upfront costs –  IT self-‐service won’t reduce all types of call volumes

ExecuHve Summary “While 40% of IT service and support requests can be resolved

through self-‐service, only about 5% actually are” David M. Coyle, VP Research, Gartner

•  How many people use Google to locate informaHon?

•  How many have ever phoned Google? •  Coming to work shouldn’t feel like going back in Hme – Who has XP at home? – Who has XP at work?

Brilliant

“IT Self-‐Service will reduce support

costs” Reality – IT self-‐service will reduce

Level 1 Support

“IT Self-‐Service is a one-‐Hme

investment” Reality – IT Self-‐Service requires

constant care and feeding

“End-‐users will flock to self-‐service”

Reality – End-‐user acceptance varies greatly

“IT self-‐service is easy to implement”

Reality – The right ‘companion’ tools and processes, and pre-‐requisites for a

successful implementaHon

IT Self-‐Service : True or False?

A typical end user contacts the IT Service Desk 1.2 Hmes per month; total cost per contact is $20.01 à Self Service can reduce the cost per contact to $5-‐10 (less labor Hme)

“IT Self-‐Service Will Reduce Support Costs”

§  IT Self-‐service works well for specific record types, for example How-‐to requests, FAQs, Password resets -‐ not all

•  Controlling your contact points with IT (e.g. phone, walk up, web chat, email) will help increase your IT self-‐service adopHon

Reality: IT self-‐service will reduce Level 1 support

•  A Self-‐Service portal does not typically require addiHonal technology investment

•  It does require resource and Hme investments in content management and driving user adopHon

•  IT Self-‐Service is not “set it and forget it” –  Trend analysis to understand what ails the user –  Surveys to gain end-‐user feedback –  MarkeHng efforts to conHnually promote uHlizaHon –  Maintenance of knowledge base arHcles

“IT Self-‐Service Is A One-‐Time Investment”

Reality: IT Self-‐Service requires constant care and feeding

•  End-‐users will use the support channel they are most comfortable and familiar with –  Year 1 adopHon rates can be very low

•  Understanding your end-‐user demographics and current behaviors is key -‐ factor this into your self-‐service planning

•  End-‐user uHlizaHon is your primary objecHve – Measuring adopHon of self-‐service is criHcal

“End-‐Users Will Flock To Use Self-‐Service”

Reality: End-‐user acceptance varies greatly

•  End-‐users expect an intuiHve self-‐service portal –  They wont dig around to find what they need

•  You must make it easy for end users to solve their own problems

•  Two most frequent call types: –  How-‐to requests -‐ good knowledge base is key

–  Password reset

“IT Self-‐Service Is Easy To Implement”

Reality: The right ‘companion’ tools and processes and pre-‐requisites for a successful implementa:on

•  IT Self-‐Service is not a new concept •  More than 75% of IT organizaHons deliver some level of

self-‐service •  IT Self-‐Service is now receiving increasing aienHon

•  The IT organizaHon is challenged with encouraging adopHon of self-‐service by end users

What’s Happening in Today’s Market Place?

Top 3 Common Requests

Password Reset Driven by increased security requirements

5-‐30% of total service desk contact volume

KBS Search Find answers to ‘How-‐to’ quesHons & technical problems

Up to 40% of total service desk contact volume

Requests for Services

Time and resource savings through automated request fulfillment

Cost ReducHon

Improved Service Quality

Repeatable, consistent answers

Demonstrate innovaHon

Key Drivers for IT Self-‐Service • Each contact costs the IT organizaHon, on average $20.01* • IT self-‐service significantly lowers the cost per contact to ∼$5-‐$10

• The KBS provides the same answers to end users • Consistency and availability improves end-‐user producHvity and saHsfacHon,

• Available 24/7 -‐ allowing users to resolve issues at any Hme, day or night • Increased producHvity • Improved service quality • Increases end-‐user saHsfacHon

• Everyone goes online to find/do something • Not offering self-‐service may be perceived as anHquated • Present a progressive and in touch reputaHon

•  Offering too many choices –  E-‐mail, Telephone, Web forms, Instant messaging, Walk up, Self Service portal

•  To overcome this hurdle: –  Provide less choice – phase out alternaHve support channels (i.e. Phone and email)

– Make self-‐service THE most convenient support channel

•  Easy to use •  Best quality support •  Fast issue resoluHon

Barriers to AdopHon of IT Self-‐Service

1.  Define your business requirements and goals 2.  Analyze and understand your audience/end-‐users

–  Profile your end-‐users – demographics, computer savvy •  Reflect this in your UI design

–  IdenHfy their needs – what do they expect to be able to do •  e.g. Find answers, Reset a password, submit a service request quickly and intuiHvely

3.  Design – UI/NavigaHon wireframe and organize content 4.  Develop/FuncHonally Test your self service portal 5.  Deploy to Pilot group -‐ address feedback before launch 6.  Launch – full roll out 7.  Review, Maintain and Improve

Designing Great IT Self Service Achieve your business goals and deliver a great

user experience to your end-‐users

•  Do get stakeholders involved at point of design from across the organizaHon – don’t design and develop in a silo

•  Do go directly to your source -‐ don’t be afraid to ask what your customers want

•  Do get stakeholders to beta test – don’t ignore their feedback •  Do make the Home page count – it is the cover of your book – don’t forget

to make it appealing, clear, usable and enHcing. •  Do build Knowledge as the rule – don’t make it the excepHon •  Do produce effecHve and targeted knowledge – don’t forget to maintain

it! –  Write good knowledge arHcles – using end-‐user terminology –  Apply appropriate keywords for searching

•  Do plan addiHonal Hme (post launch) to refine and improve – don’t think there is no room for improvement

Do’s and Don’ts

Service Catalog

The second phase for a successful Self Service…

Service Request

ITIL3 : A request from a User for informaHon, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submiied.

ITIL2 : A request for a change, usually both common and straighXorward, to be made to a service. A Service Request is characterized by the fact that the Change can be made under strict, well-‐defined procedural control and is therefore (virtually) risk-‐free. Providing access to services for a new member of staff and relocaHng PCs are two typical examples.

What is a Service Catalogue? §  The place where an end user can make a request for a service.

§  The catalogue of all live customer facing services offered by IT.

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Service Catalogue

Why do I need a Service Catalogue? §  Standardise Offerings §  Ensures IT define the services it offers §  Publish and communicate offerings to end users §  Increases efficiency

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Service Catalogue

How do I setup my Service Catalogue? §  Service PorXolio Process §  Request Process §  Create ConfiguraHon Items §  Design Catalogue Content §  Publish Catalogue to ‘EnHtled Users’

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Service Catalogue

Use Method not Madness §  Request §  Control §  Deploy §  Subscribe §  Remove §  Communicate

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Service Catalogue – Process

People + Process + Technology

Think - Who, what, why

§  Publish by user / group / role §  Request type – once v many §  Bundled services

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Service Catalogue – EnHtlement

People + Process + Technology

Catalogue Alone is NOT ENOUGH

The Customer is King

§  Incident & Request §  NoHficaHons §  Service status §  Performance Dashboards §  Promote the desk!

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Self Service & Catalogue -‐ Communicate

You want a quick fix? •  FOCUS on Self Service •  FOCUS on Catalog •  FOCUS on Automated Delivery and Removal

–  Build relaHonships as part of the PROCESS –  SUDDENLY it’s just like Amazon

•  We know what you have –  It’s just like Apple

•  You request it, it arrives •  Yet at the back, it’s ITSM •  It’s only possible with ITSM

Quick Fix

•  It’s just like cooking

Remember Keep it Simple

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Jeff Hance [email protected] 407 712 0065

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LANDesk Service Desk: hip://www.youtube.com/watch?v=fV31vx9Rtg0 LANDesk Blog: hip://www.landesk.com/blog/

QUESTIONS Thank You

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LANDESK® SELF SERVICE

•  LANDesk Self Service enables end users* to submit & track Hckets, troubleshoot their issues and keep up to date with the latest company news via a range of browsers

– Enable end users to interact directly with the Service Desk 24/7 from any locaHon

– Provide end users with personalized, relevant informaHon

– Control which users have access to what informaHon

– Configure the look and feel to meet corporate style guides

–  Integrate seamlessly with exisHng Intranets or websites

– Supported with a range of browsers

*For example, employees, customers or ciHzens

What Is LANDesk® Self Service?

•  Log, update and track the progress of incidents/requests

•  Request closure of a Hcket •  View Hcket status, history and resoluHon •  View my query results e.g. My Open Tickets •  View and interact with graphical charts •  Complete customer saHsfacHon survey •  View important informaHon on the NoHceboard

•  Search knowledgebase and FAQs •  Ask/submit a quesHon •  Link to web sites and documents •  Configurable look and feel

Key Features

LANDESK SELF SERVICE – IN ACTION

•  Provide a good reason/incenHve for end-‐users to use self-‐ service instead of telephone or email

– Offer faster SLAs – Communicate the cost savings of self-‐service versus alternate support channels

– Employ a chargeback for support channels other than self service

•  Limit support via non-‐self service support channels

– Phase out selected support channels (phone, email etc) – but conHnue monitoring customer saHsfacHon

•  Adopt a markeHng campaign to promote self-‐service to end-‐users -‐ highlight the benefits and availability of self-‐service to the business

– Record a message on your phone system – Place email signatures announcing the SS Portal – Make it the default browser home page

Driving End-‐User AdopHon of IT Self Service

•  Automated Request Fulfillment •  LANDesk Service Catalogue

– A brand new product in 7.4 – Gives users access to all of the live services provided by IT that a user can request

– Seamlessly integrated into LANDesk Self Service

– Users can search for and select services via an intuiHve easy to use graphical format

– Navigate catalogue tree or use search and filter faciliHes

– View detailed service info from catalogue

•  Provides a proacHve shop window for IT

Beyond TradiHonal IT Self Service…

•  Well implemented IT self-‐service helps reduce service and support costs, and increase end-‐user saHsfacHon.

•  … Remember: 40% (esHmate) of all IT service and support requests are capable of being resolved by self-‐service

Summary

✔ IT self-‐service will reduce Level 1 support

✔ End-‐user acceptance varies greatly

✔ IT self-‐service requires constant care and feeding

•  AddiHonal Features in LANDesk Web Desk –  Roll out Web Desk to your Analysts and enable

them to work anywhere with an internet connecHon

•  Brand New LANDesk Self Service –  Empower your end users to log their own

incidents and find their own answers – using a modern, intuiHve website

•  Powerful LANDesk Service Catalogue –  Enable your end users to make their own

requests – for somware, hardware, services

•  Broader LANDesk SoluHon IntegraHons Make the most of your LANDesk soluHons and benefit from the power of process and service automaHon

Version 7.4 -‐ Compelling CapabiliHes

•  Speak to your Sales Rep about Version 7.7 – LANDesk Service Desk 7.4 offers new products, new features and lots of usability improvements

•  AddiHonal Features in LANDesk Web Desk •  Brand New LANDesk Self Service •  Powerful LANDesk Service Catalogue •  Broader LANDesk SoluHon IntegraHon

•  Find out more on www.landesk.com

•  Request a product demonstraHon

Next Steps…

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Thank You!

The informaHon herein is the confidenHal informaHon and/or proprietary property of LANDesk Somware, Inc. and its affiliates (referred to collecHvely as “LANDesk”), and may not be disclosed or copied without prior wriien consent of LANDesk.

To the maximum extent permiied under applicable law, LANDesk assumes no liability whatsoever, and disclaims any express or implied warranty, relaHng to the sale and/or use of LANDesk products including liability or warranHes relaHng to fitness for a parHcular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiHng the rights under copyright.

LANDesk retains the right to make changes to the informaHon herein or related product specificaHons and descripHons, at any Hme, without noHce. LANDesk makes no warranty for the use of the informaHon herein and assumes no responsibility for any errors that can appear nor does it make a commitment to update the informaHon contained herein. For the most current product informaHon, please visit www.landesk.com.

Copyright © 2010, LANDesk Somware, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Somware, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.

HDI Capital Area and Corporate Updates April 23, 2014

Technology

Transcript of HDI Capital Area and Corporate Updates April 23, 2014