The Help Desk is Dead. Now Go Re-invent Yourself.
-
Upload
dan-turchin -
Category
Technology
-
view
798 -
download
0
description
Transcript of The Help Desk is Dead. Now Go Re-invent Yourself.
![Page 1: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/1.jpg)
The Help Desk Is Dead,Go Re-invent YourselfJune 2013Atlanta ServiceNow User Group
Dan TurchinServiceNow | Sr. Director Product Management
![Page 2: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/2.jpg)
2
The Help Desk is Dead
1. How’s the world changing?
2. What are the cultural implications of mobile and social?
3. What technology trends are driving IT innovation?
4. How do I remain relevant in the next decade?
![Page 3: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/3.jpg)
3
So who’s the short, nerdy dude?
![Page 4: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/4.jpg)
4
“By 2017 the CMO will spend more on IT than the CIO.”Laura McClellanGartner Research
![Page 5: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/5.jpg)
5
Are You Ready?
![Page 8: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/8.jpg)
8
Millennials in the workplace
Millennials…1. Have never used a land line, fax machine, or dial-
up modem
2. Get answers online, often on social networks
3. Use a personal mobile device for business
4. Don’t work in an office
5. Don’t compartmentalize work and life
![Page 9: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/9.jpg)
9
Want to stay relevant?
Service Delivery
Service Automatio
n
ReactiveProactive
Tactical Strategic
Obstacle Enabler
“The best way out is always through.”-Robert Frost
![Page 10: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/10.jpg)
10
Case study #1: Facebook
![Page 11: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/11.jpg)
11
Case study #2: Google
![Page 12: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/12.jpg)
12
Case study #3: Omnicare
![Page 13: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/13.jpg)
13
Case study #4: ALJ
![Page 15: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/15.jpg)
15
What’s ahead?
Consumerization
Gamification
Personalization
Machine learning
Sensor networks
Singularity
![Page 16: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/16.jpg)
16
Technological singularity
![Page 17: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/17.jpg)
17
Create a culture of innovation
Reward good ideas.• Gamify your KPIs.• Start a hack-a-thon.
Re-think your workspace.• Create ad hoc meeting spaces.• Paint the walls.
Cultivate a bias for action.• Produce something every two weeks.• Don’t let great be the enemy of good.
Be the new IT.• Trust unproven talent.• Be a catalyst. Not a reactant.
![Page 19: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/19.jpg)
19
“Everything you can imagine is real.”-Pablo Picasso
Dan TurchinSr. Director Product Management
e: [email protected]: (408)899-3954
m: (650)533-0918
![Page 20: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/20.jpg)
© 2013 ServiceNow All Rights Reserved
San Francisco, CA • Moscone Center • April 27-May 1
![Page 22: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/22.jpg)
22
The new IT
Real-Time CMDB
Data Certificatio
n
Service Impact
Management
Cloud Provisionin
g
Communication. Collaboration. Agility.
![Page 23: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/23.jpg)
23
What Does It Mean To Have A Service-Driven Culture?
Measure. Monitor. Manage. Improve.
Correlate business impact with services
Assign owners and costs to services
Map infrastructure and applications to
services
![Page 24: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/24.jpg)
24
Why Shift?
Reduce• Expenses• Downtime• Risk
Improve• Visibility• Customer satisfaction• Profitability
![Page 25: The Help Desk is Dead. Now Go Re-invent Yourself.](https://reader033.fdocuments.in/reader033/viewer/2022052504/548108f05806b5c4108b461f/html5/thumbnails/25.jpg)
25
Plan Your Strategy
Consolidate your
app portfolio.
Empower employee
s with self-
service.
Automate key
processes.
Drive cultural
awareness.