Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.

1. Service Desk of the Future
The Great Debate
#itsmacademy
@ITSMAcademy
Donna Knapp
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2. Donna Knapp
 Author
 The ITSM Process Design Guide
 Service Desk Concepts, 4th Edition
 Customer Service Skills for Service Desk Professionals, 3rd
Edition
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Curriculum Development Manager
Certified Process Design Engineer
ITIL® Expert/ITIL Examination Panel
Certified Scrum Master
Certified ISO/IEC 2000 Consultant/Manager
Certified in Knowledge-Centered Support (KCS)
Principles
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ITIL® is a registered trade mark of AXELOS Limited

3. Agenda
 Service Desk – Current State
 Service Desk – Influencing
Trends
 Where are we heading? –
The Great Debate
 Building a Roadmap
 Designing a Training
Curriculum
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4. Service Desk Current State
Proactive
Business
Productivity Team
Service
Desk
Reactive
Strategic
Help
Desk
Where is your organization?
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5. Influencing Trends
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BYO…
Cloud computing
Mobile support
Self-service
Self-help
Social support
Virtualization
Shadow IT
What’s it all mean?
 More contacts
 Increased complexity
 Increased expectations
Anytime, anywhere,
any device
Via any channel
 Real business impact
when things go wrong!
What makes these
trends so challenging?
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6. On to the Future
Life-long EDUCATION
Role-based,
Enterprise
Genius Bar
Just-in-time Training
There’s an
Reputation-based rewards
Social media
Agile Practices
Peer-topeer support
Intelligent
LISTENING
Value
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Lifelike avatars
Self-service portals
Seamless
Integration
App for that
to the
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business

7. The Great Debate
People
Processes
• What role will people play?
• Which will be critical?
Technology
• What role will technology play?
Information
• What’s critical?
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8. Building a Roadmap
Where does your
organization need to be?
Strategic
Proactive
Reactive
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How are you going to
get there?
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9. Characteristics of a Strategic Service Desk
 Delivers high-quality service at an optimal cost
 Enables user productivity and self-sufficiency
Serves as a trusted advisor
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Forward-looking policies
Predicts contacts
Proactively prevents incidents and problems
Drives customer satisfaction with all of IT
Delivers value to the business!
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10. Key Considerations
People
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Meet customers where they are
Make customer productivity a priority
Deliver a positive customer experience
Don’t forget employee satisfaction!
Processes
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Utilize frameworks and standards
Adopt an agile mindset
Get good at knowledge management
Focus on the interfaces
Technology
• Get good at social
• Innovate with technology
• Integrate with technology
Information
• Understand the metrics lifecycle
• Don’t wait to be asked
• Demonstrate value to the business
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11. Value to the Business
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Improve contribution to business objectives
Increase user productivity
Increase customer and employee satisfaction
Increase service level effectiveness
Optimize cost per…
Reduce business impact
 Understand how incidents affect services
 Understand how service outages affect the business
 Respond appropriately
 Reduce mean time to…
 Reduce mean time between…
 Reduce reopen rate
Tie goals to lagging indicators. Understand the leading indicators.
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12. Designing a
Training Curriculum
Required Skills
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Blended Leaning Strategy
Business skills
Technical skills
Soft skills
Self-management skills
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Formal
Self-paced
Social
On-the-job
Use education to enable collaboration!
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13. Parting Words
 Begin with an open mind
The future is now!
 Get involved early in the service lifecycle
 Get clear on what you can do
 Benchmark your services
 Don’t try to do it on your own
 Adopt agile thinking and practices
 Lead with great customer service
“Perfection is…when there is nothing left to take away."
Antoine de Saint-Exupéry
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14. See you in Nashville! – Fusion13
 Donna Knapp – Session 106: Service Desk of
the Future
 Mike Cardinal – Session 302: Improvement
Through Better Metrics
 Jayne Groll – Sessions 404 and 405: Expert
Focus: DevOps, Agile, and ITSM
Want more info?
info@itsmacademy.com
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15. Questions?
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