The Importance of Great Service Desk Design

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George Spalding Executive Vice President, Pink Elephant Ken Jochims Sr. Product Marketing Manager CA 13 November 2012 The Importance of Great Service Desks Design
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Today’s service desk users are used to intuitive SaaS-based applications like Facebook and LinkedIn designed with a totally different kind of user in mind. www.nimsoft.com

Transcript of The Importance of Great Service Desk Design

Page 1: The Importance of Great Service Desk Design

George Spalding

Executive Vice President, Pink Elephant

Ken Jochims Sr. Product Marketing Manager CA

13 November 2012

The Importance of Great Service Desks Design

Page 2: The Importance of Great Service Desk Design

Pink Elephant – Leading The Way In IT Management Best Practices

Good Design Leads to …

George Spalding

Executive Vice President

Pink Elephant

Page 3: The Importance of Great Service Desk Design

Good Tool Design © Pink Elephant, 2012. All Rights Reserved.

ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

Tool Design??

Strategic Convergence has arrived

All tools today are basically written to be compatible with

ITIL principles and terminology

But is that enough?

Who are these tools created for?

Is Self-Help Possible? Probable? Preferable?

Generational?

Can the business take advantage of the IT toolsets?

Can the tool creators take advantage of known

interfaces?: Facebook, Amazon, Outlook? To

accommodate the average user?

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Page 4: The Importance of Great Service Desk Design

Good Tool Design © Pink Elephant, 2012. All Rights Reserved.

ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

Tool Design??

What about us?

Service Desk Analysts have been complaining about

tools for years: Too slow? Too cumbersome? Too

many categories, etc.

Training? Ramp-Up Time?

Managers demand: “Record every call”!! Every contact

Mac & Windows have created scenario-based actions

Could the tools simplify the choices for the Analyst as

they progress rapidly through the incident?

Could we go beyond a “macro”?

Would analysts benefit from familiar interfaces as well?

Incident Management is all about TIME!

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Page 5: The Importance of Great Service Desk Design

Good Tool Design © Pink Elephant, 2012. All Rights Reserved.

ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. 5

Questions?

www.pinkelephant.com

Page 6: The Importance of Great Service Desk Design

Good design implies credibility

Brand+1

Usability is life and death

Design is a powerful business advantage

Connect with your customers emotionally

Great Design is Critical to Today’s SaaS Based Solutions

Page 7: The Importance of Great Service Desk Design

Good design implies credibility

Brand+1

Usability is life and death

Design is a powerful business advantage

Connect with your customers emotionally

Great Design is Critical to Today’s SaaS Based Solutions

Key findings from a Usability Recourses study revealed that users of enterprise social software technologies want:

Page 8: The Importance of Great Service Desk Design

Familiar, modern user experience for analysts brings the UI

paradigms of social media and consumer web tools to IT

Consumer Look and Feel For Corporate IT Leverage social media concepts for design & usability conventions

Page 9: The Importance of Great Service Desk Design

Familiar, consumer like user experience for end users brings the UI

paradigms of social media and consumer web tools to IT

Consumer Look and Feel For Corporate IT Leverage social media concepts for design & usability conventions

Page 10: The Importance of Great Service Desk Design

Search Includes

Catalog items

Knowledge Base

articles

Tickets

Configuration Items

Familiar User Experience Leverage social media concepts for design & usability conventions

Page 11: The Importance of Great Service Desk Design

Nimsoft Service Desk Value Proposition – UX +

Page 12: The Importance of Great Service Desk Design

Benefits for Your Organization

Action-Driven workflow

Focuses on actions –

Guide analyst on how to resolve issue

Configure don’t code

Workflow is 100% configurable

No programming skills required

Configuration not lost in upgrades

Years of experience built in

Designed and built by a Service Provider

Ability to start with standard configurations

pre-loaded (9 ITIL processes certified)

Page 13: The Importance of Great Service Desk Design

Nimsoft 7 – Service Different

Simple, powerful SaaS-based IT Service Desk

Consumer UX Built in guidance Configure-don’t-

code

Adapts easily, without

programming

CA Nimsoft Service Desk 7

Page 14: The Importance of Great Service Desk Design

Thank you! Questions?

For more info please visit ca.com/nimsoft