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The Service Desk 2020 & Beyond

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Companies increasingly depend on IT technology and business success is closely linked with IT innovation. This leads to ever-changing requirements for service desks. Fujitsu believes that it is essential to develop a long-term vision for service desks that is based on society, organization and technology changes. Service desks require strategic consideration and innovation to raise user productivity and to support business goals. Based on experience and feedback from the market Fujitsu likes to share its vision of a service desk which is available anywhere, anytime and via any platform.

Speakers:

Mr. Luis Matias (Fujitsu)

Veröffentlicht in: Technologie
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The Service Desk 2020 & Beyond

  1. 1. 0 Copyright 2014 FUJITSU Human Centric Innovation Fujitsu Forum 2014 ICM Munich 19th – 20th November
  2. 2. 1 Copyright 2014 FUJITSU The Service Desk 2020 & Beyond Luis Matias Head of Service Desks, Fujitsu
  3. 3. 2 Copyright 2014 FUJITSU Portugal GDC Costa Rica GDC Philippines GDC Malaysia GDC 800 employees Service Desk GDC Supporting 17 languages Poland GDC 600 Employees Service Desk GDC Supporting 3 languages 250 employees Service Desk GDC Supporting 5 languages 750 Employees Service Desk GDC Supporting 17 languages 80 Employees Service Desk GDC Supporting 7 languages Canada USA Brazil S Africa Spain UK Sweden Ireland Holland Belgium France Germany Poland Portugal Costa Rica Estonia Finland Russia China Taiwan Thailand Singapore Japan Australia New Zealand India Malaysia Philippines Fujitsu service desks
  4. 4. 3 Copyright 2014 FUJITSU The origins of Outsourcing Specifically in IT, Today’s outsourcing is for tasks that are mission critical. These include outsourcing high-end tasks such as product design and engineering, strategic outsourcing of functions that require innovation, and others important activities that can transform processes and make them more efficient. Outsourcing has moved away from mere cost savings towards value addition and enabling companies to focus more on their core functions. The long history of outsourcing: Now around 200 years if you consider outsourcing for agriculture and manufacturing, but has evolved to be a much more complex process over the years.
  5. 5. 4 Copyright 2014 FUJITSU Some thoughts on innovation “If I had asked people what they wanted, they would have said faster horses.” -Henry Ford “Everything should be made as simple as possible, but not simpler” -Albert Einstein “If you cannot do great things, do small things in a great way” -Napolean Hill
  6. 6. 5 Copyright 2014 FUJITSU Why Innovate?
  7. 7. 6 Copyright 2014 FUJITSU Technology evolution Data Centre Device solutions Systems platform Mobile Communications
  8. 8. 7 Copyright 2014 FUJITSU 10 important innovations But what about on Service Desks
  9. 9. 8 Copyright 2014 FUJITSU Service Desk evolution
  10. 10. 9 Copyright 2014 FUJITSU Service Desk evolution The origins The origins of the Service Desk reach back to the earliest appearance of mass market hardware and software technologies, serving simply as a place for users to log incidents. From Help Desk to Service Desk The only goal of the Help Desk was to fix user problems Tactical and simply break fix Evolved gradually to more strategic and more user-centric. The first Service Desks Current days End goal is ultimately to reduce costs, improve user productivity and gain efficiencies for the business whilst keeping the end-user in the middle of everything. But no real breakthrough
  11. 11. 10 Copyright 2014 FUJITSU Service Desk Vision The ultimate Service Desk vision The ultimate vision of a service desk should be to work so effectively that users wouldn’t even have to mention who they are or what they need when contacting the desk
  12. 12. 11 Copyright 2014 FUJITSU Investment on Innovation 25% 50% 15% 10% Less More The same Don't know •Most companies are Investing more on innovation •Companies who have not made significant investments on innovation are now struggling to win deals •By 2020 several companies will be out of business due to lack of investment and focus on innovation •By 2020 Innovation will be on the Top 3 wish list of any CIO taking an outsourcing/Service desk decision 2013 Worldwide Survey Investment in Service Desk Innovation Companies say they are investing: Despite the economy...
  13. 13. 12 Copyright 2014 FUJITSU The opportunities in the Service Desk space The IT world today ... Internet access as a basic human right Millions of devices Internet of things Time Shifting work BYOD Big Data Social interactions & networks Support has to be... Simple & Intuitive Social Accessible everywhere Affordable High quality Personalized Less need for break fix Opportunities Service Desks still seen as the poor relative in IT To be the shop front / flagship for our customers Manage customer experience, expectation and service improvement Very few companies are innovating 24
  14. 14. 13 Copyright 2014 FUJITSU The principles of lean thinking Sense and Respond achieves cost benefits because it eliminates waste, puts permanent fixes in place and optimises service delivery
  15. 15. 14 Copyright 2014 FUJITSU Sense & Respond Sense and Respond is our way of working that creates value, eliminates waste and builds a culture of continuous improvement. It does this by engaging people and through a deep understanding of what matters to customers, supported by a set of tools. It is a journey, not a destination, during which people discover what matters to their customer and continually find better ways to deliver it. Fujitsu’s approach to lean is called Sense and Respond™.
  16. 16. 15 Copyright 2014 FUJITSU Execs Directors Managers Supervisors Team Leaders Staff Continuous improvement Staff Team Leaders Supervisors Managers Directors Execs Command and Control Sense and Respond Inverting the traditional structure
  17. 17. 16 Copyright 2014 FUJITSU Real breakthroughs - Service Desks 2020 & Beyond INNOVATION COST & TIME
  18. 18. 17 Copyright 2014 FUJITSU Improve Efficiency Intelligent User Identification •Having end user information available eliminates discovery questions that often take up a significant portion of call-time (up to 50%), and dramatically reduces the frustration level to the end user. •More importantly this pre-incident intelligence allows the service desk agent to start problem solving immediately, improving the success rate of first-call resolution thereby eliminating costly escalations and Drastically reduces cost •Increase sales and our technology adoption Intelligent call routing and alternative interactions •If a user has been to the self-service portal before most likely the issue is not a simple one, perhaps it should go to level 2 directly but at least avoid making the basic questions •Giving a caller who has previously called a higher priority in the wait queue is another example of Intelligent Call Routing. •Also, by knowing if the user has visited certain help pages or has done certain troubleshooting steps is crucial and an intelligent user profiling can be done
  19. 19. 18 Copyright 2014 FUJITSU Call Deflection Self-Service Portals •Empowering users to solve issues on their own without Service Desk intervention drastically reduces Service desk costs and increases user satisfaction •But not just your typical Self-service portal, one that knows the history of the user, past issues, and provides useful information proactively like for instance next password expiry date, etc. •It is also a key vehicle for both the employer and the vendor to make organization wide announcements. Virtual Agents and virtual intelligence •A virtual agent is a computer-generated character that simulates a conversation to deliver interactive voice or text-based information in a Service Desk or customer care environment •Virtual agents can provide accurate, personalized, fast, interactive information to customers via websites, phones, social media sites and instant messaging applications •When properly designed & deployed it would provide a very high-effective support
  20. 20. 19 Copyright 2014 FUJITSU Call Elimination Self Healing Software / Hardware •As machines become increasingly connected to the internet and other devices they can solve their own problems or at least alert owners, IT departments, or even the devices that they have a problem. •Alerts created automatically when there are failures enable the Service Desk to contact the user proactively. A solution can be simultaneously provided or a hardware change or other intervention can be triggered which solves the problem hopefully without the user even noticing Proactive Information •Most Service Desk incidents or requests are repetitive and in several cases even predictable •When there is a major problem affecting a network, a server or a website immediately Service Desks receive and increased number of calls. Proactively informing the users of these would reduce frustration, volumes and allow teams to focus on real (can be solved) issues •Detecting patterns and programming artificial inteligence in our systems is key
  21. 21. 20 Copyright 2014 FUJITSU BYOD – Bring Your Own Device Internet connected mobile devices are set to outnumber humans Of employees store sensitive company data on mobile devices Of tablets used by mobile workers are personally owned Of people check their mobile phone in the morning before getting to work Half of the devices on corporate networks will be mobile devices by
  22. 22. 21 Copyright 2014 FUJITSU Crowdsourcing Since the earliest days of the Internet, people have used it to and organize groups of people to participate in projects in small ways called crowdsourcing, this process can be done in a number of ways and used for a variety of goals – Including the Service Desk
  23. 23. 22 Copyright 2014 FUJITSU Summary, Service Desk 2020 & Beyond Speech Recognition Voice Biometrics Self Healing Software Self Healing Hardware Virtual Agents Artifical Intelligence Charges to speak to an agent “Social” Service Desk / Crowdsourcing Specific Technology Matching Customers to agents The ones not investing/Innovating Not ‘joined up’ to the organisation they work for Focussed on incident processing rather than customer experience Over-focussed on SLAs and KPIs alone Not embracing new technologies User productivity will be compromised Will struggle to “survive”
  24. 24. 23 Copyright 2014 FUJITSU

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