Why Your Support Organization Might Be Shifting in the Wrong Direction

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LogMeIn

David Hayman's SpiceWorld Tech Talk on how the Shift-Left methodology can increase IT efficiency.

Technologie

1© 2017, LogMeIn, Inc.
Is your company
moving in the
right direction?

2© 2017, LogMeIn, Inc.
The State of Help Desk Support

3© 2017, LogMeIn, Inc.
Help Desk’s Primary Goals
Keep employees working
Keep technology up-to-date
Keep the infrastructure secure

4© 2017, LogMeIn, Inc.
Help Desk: A Day in the Life
60%
Repetitive tasks
15%
Putting out fires
20%
Keeping the lights on
5%
Executive request

5© 2017, LogMeIn, Inc.
Breakout of Technician Activities
Time spent on tickets
and other activities:
10%
Problem management
51%
Ticket resolution
9%
Projects
7%
Knowledge management
5%
Training end users
5%
Meetings
5%
Asset management
5%
Other
4%
Development 3%
Information security
Source: HDI 2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT

6© 2017, LogMeIn, Inc. 6© 2017, LogMeIn, Inc.

7© 2017, LogMeIn, Inc.
• Users want to solve problems
on their own.
• Users expect quick
responses
and resolutions.
• Help Desks are pressured
to decrease costs while
improving performance.
Trends Driving
Shift Left

8© 2017, LogMeIn, Inc.
• Decrease costs.
• Decrease ticket resolution
time.
• Free up time technicians to
spend on more complex
tasks and strategic projects.
Key Benefits
of Shift Left

9© 2017, LogMeIn, Inc.
1. Identify tasks that are ideal self-
service or can deployed
automatically.
2. Provide documentation to
transition work left to Level 1.
3. Arm your team with
the right remote support
tools.
How To Implement
Shift Left

10© 2017, LogMeIn, Inc.
Leverage Your Intranet
Make it easy for
employees to
submit support
tickets so that
requests can
quickly be routed
to the right agents
Online support
resources can
also be utilized
to empower
employees to
solve problems
on their own

11© 2017, LogMeIn, Inc.
How Remote Support Tools Help You Shift Left
Roles &
Permissions to
Optimize Time
Unattended
Access
Integrations to
Connect Systems
& Data
Provide Seamless
Support Across
Devices & OS

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Why Your Support Organization Might Be Shifting in the Wrong Direction

6. 5© 2017, LogMeIn, Inc. Breakout of Technician Activities Time spent on tickets and other activities: 10% Problem management 51% Ticket resolution 9% Projects 7% Knowledge management 5% Training end users 5% Meetings 5% Asset management 5% Other 4% Development 3% Information security Source: HDI 2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT

8. 7© 2017, LogMeIn, Inc. • Users want to solve problems on their own. • Users expect quick responses and resolutions. • Help Desks are pressured to decrease costs while improving performance. Trends Driving Shift Left

10. 9© 2017, LogMeIn, Inc. 1. Identify tasks that are ideal self- service or can deployed automatically. 2. Provide documentation to transition work left to Level 1. 3. Arm your team with the right remote support tools. How To Implement Shift Left

11. 10© 2017, LogMeIn, Inc. Leverage Your Intranet Make it easy for employees to submit support tickets so that requests can quickly be routed to the right agents Online support resources can also be utilized to empower employees to solve problems on their own

12. 11© 2017, LogMeIn, Inc. How Remote Support Tools Help You Shift Left Roles & Permissions to Optimize Time Unattended Access Integrations to Connect Systems & Data Provide Seamless Support Across Devices & OS

13. Thank you

14. Thank you.