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Next Generation Service Desk

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We will build on last year's presentation of our Service Desk Vision and introduce further developments for the next Generation Service Desk.

Daisuke Honda
Luis Matias

Veröffentlicht in: Technologie
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Next Generation Service Desk

  1. 1. 0 Copyright 2015 FUJITSU Human Centric Innovation in Action Fujitsu Forum 2015 18th – 19th November
  2. 2. 1 Copyright 2015 FUJITSU Next Generation Service Desk
  3. 3. 2 Copyright 2015 FUJITSU Speakers Daisuke Honda Head of Service Desks, Global Delivery Head of Sales Engagement, Global Delivery Centers Luís Matias
  4. 4. 3 Copyright 2015 FUJITSU Consumers stay loyal to and evangelize about brands that deliver the services/products they want Very few of IT Workers go to Page 2 when doing web searches for information If a consumer cannot get an app to work within 5 minutes, he/she will uninstall it and download another Change is Already Here Today’s workplace is “Anywhere” and the working hours are “Anytime” Today’s user ‘s expectations for IT and how they use IT has changed
  5. 5. 4 Copyright 2015 FUJITSU The End User Profile Silent Generation 2% Baby Boomers 29% Generation X 34% Generation Y 35% Shift in Communication Channels ■ 60% to 90% of Silent Generation and Baby Boomers use a Telephone as their preferred method of communication. ■ Over 50% of Generation X and Y prefer Electronic Messaging, Web Chat or Social Media. % Silent Generation Baby Boomers Generation X Generation Y Telephone 90.4 63.5 28.5 12.3 Electronic Messaging 6.2 24.4 28.3 20.9 Internet & Web chat 1.8 7.4 20.6 23.9 Smartphone App 0.6 2.6 11.0 19.1 Social Media 1.0 2.1 11.6 23.9 N/A 33.1 33.4 33.8 38.0 Silent Generation: born before 1944 Baby Boomers: born between 1945-1960 Generation X: born between 1961-1989 Generation Y: born after 1990
  6. 6. 5 Copyright 2015 FUJITSU Implications to the Service Desk 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
  7. 7. 6 Copyright 2015 FUJITSU Evolution of the Service Desk ■ The Human Centric Paradigm • Empowerment of people • Improvement of value • Innovation of business model ■ Enabling and combining the three dimensions… People InformationInfrastructure ■ Service Desk evolution Single Point of Contact Reactive service restoration and prevention Single Point of Engagement End-to-end user support experience that engages & encourages adoption & utilization and, builds advocacy “Every experience matters”
  8. 8. 7 Copyright 2015 FUJITSU The Ultimate Service Desk What is an “Excellent Service”? Excellent customer service is both unnoticeable and remarkable at the same time. Unnoticeable - Delivering what is promised and dealing well with any problems and queries that arise. The extra touch - Moments or processes that stand out in the customer’s mind takes customer service to the level of excellent or superior.
  9. 9. 8 Copyright 2015 FUJITSU “Omotenashi” ■ Omotenashi is about putting heart and soul into giving good service. • It involves the subjugation of self in service to someone, without being “servile.” • Anticipating needs is at the heart of the concept; acting on others’ needs without being asked to do so. ■ The spirit of Omotenashi is a core element of Fujitsu’s engagements around personalization and optimization ■ Omotenashi brings the baseline of caring, motivating, and building bonds with customers on top of effective use of information and data.
  10. 10. 9 Copyright 2015 FUJITSU Sense and 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.
  11. 11. 10 Copyright 2015 FUJITSU Real Breakthroughs INNOVATION COST & TIME
  12. 12. 11 Copyright 2015 FUJITSU Anyplace Next Generation Service Desk  Who am I? “See me”  Where am I? “Sync me”  What am I? “Know me”  What can I do? “Be me” Human Centric • You choose how • Personal choice to services • Flexible by design Anywhere • Support from ANY location • Cloud Enabled connectivity • Human Centric at its heart Unified Interface • Consistent agile approach • Device appropriate UI • Simple and intuitive to use Anytime • Follow the Sun support • Automation via design • How you want to be served Ubiquitous AND Agnostic • Support from ANY end point • Off LAN support • Support for All
  13. 13. 12 Copyright 2015 FUJITSU TRIOLE for ServiceNow SELF-HEALING SELF-SERVICE ASSISTED SERVICE ■ Combines Fujitsu’s standard set of Service Management processes and supporting toolsets TRIOLE for Services (TfS) ■ An agile new solution based on ServiceNow Enterprise Service Management software ■ A shared Software-as-a-Service (SaaS) toolset that simplifies and improves service desk processes Fujitsu customers receive the same consistent service desk experience across the globe
  14. 14. 13 Copyright 2015 FUJITSU Real Breakthroughs – Context Aware Service Live demo of context aware engagement with a Service Desk, using PalmSecure mouse, integrated with ITSM tool
  15. 15. 14 Copyright 2015 FUJITSU GDC Capabilities Russia GDCPortugal GDCCosta Rica GDC Philippines GDC Malaysia GDC 825 employees Service Desk GDC Supporting 21 languages Poland GDC 685 Employees Apps, RIM and Service Desk GDC Supporting 3 languages 778 Employees Applications & RIM GDC 336 employees Service Desk GDC Supporting 5 languages 912 Employees RIM, R&D and Service Desk GDC Supporting 15 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 India GDC 2,773 Employees Applications & RIM GDC
  16. 16. 15 Copyright 2015 FUJITSU